As the seller, we are responsible for ensuring that the goods are free from defects at the time of handover. This means the goods:

• have the qualities agreed upon, described, or reasonably expected based on the nature of the product and advertising;
• are in the agreed quantity, measure, or weight;
• comply with legal regulations.

Note: A difference in shade between real colors and digital displays is not considered a defect. If the goods do not meet your expectations and you are a consumer, you have the right to withdraw from the contract within 14 days according to Article 5 of our General Terms & Conditions.

If a defect appears within 12 months of receipt, it is presumed the goods were already defective upon delivery.

For consumers, we also guarantee that defects will not occur during the warranty period. If you are not a consumer, warranty for quality does not apply (Article 2 applies only to consumers).

For unused consumer goods, the warranty period is 24 months from receipt, unless a longer period is stated on our website or in the documentation provided with the goods. If a minimum durability date is indicated, the warranty is valid until that date.

Please note that some erotic items have a limited lifespan shorter than 24 months. Malfunction after the lifespan expires is not considered a defect, and rights from defective performance cannot be claimed. Contact us for details if needed.

• Removable defect: right to free repair.
• Unused item with removable defect: you may demand replacement with a defect-free item or a reasonable discount.
• Irremovable defect preventing proper use: right to replacement, a reasonable discount, or withdrawal from the purchase contract.
• Discount also applies if we cannot deliver a defect-free item, replace a component, repair the goods, remedy within a reasonable time, or if remedy would cause you significant difficulties.

You cannot withdraw from the contract or demand a new item if you cannot return the goods in the condition received (except as provided by § 2110 of the Civil Code).

Claims do not apply if:

• you knew of the defect before taking over the goods;
• you caused the defect yourself;
• the warranty period has expired.

Warranty and liability for defects also do not cover:

• wear and tear caused by use;
• damage caused by misuse or improper maintenance (e.g. not powdering silicone toys, not following care instructions, or using unsuitable lubricants).

We are not responsible for harm to health, property, or goods caused by improper handling, misuse, or negligence.

Please file claims without undue delay after discovering a defect. For faster processing, notify us in advance by phone, email, or in writing.

• Send the claimed goods (not COD) to our mailing address. Goods can also be delivered to our registered office or any of our branches.
• Pack the goods carefully to prevent damage or destruction during transport.
• Attach: proof of purchase (invoice or other document), description of the defect, and your preferred resolution. Missing documents do not prevent lawful claims.

The moment of filing a claim is when you notify us of the defect and exercise your rights from defective performance.

Processing time: claims are processed without undue delay, at the latest within 30 days, unless otherwise agreed. You will receive written confirmation of the claim and its resolution.

Disputed claims: we decide on acceptance within 3 business days. For recognized claims, our company Originál Výrobky s.r.o. covers return shipping costs.

Service (warranty & post-warranty): +420 792 506 938, info@sexdolls.cz — please contact us before sending a claim.