Return and Refund Policy

1. Right to Return Goods

If you purchase goods from our online store as a consumer, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason, except in cases specified by law.

If you wish to withdraw from your purchase, please notify us by email at obchod@chachalab.sk. Include your order number and a clear statement that you wish to withdraw from the contract.

After notifying us of your decision to withdraw, you must send the goods back no later than 14 days from the date on which you informed us of your decision.

The goods must be returned in accordance with the conditions outlined below. Your statutory consumer rights remain unaffected.

2. Damaged, Defective or Incorrect Items

We recommend checking your order upon delivery.

If you receive damaged, defective or incorrect goods, please contact us at obchod@chachalab.sk. Include your order number, describe the issue and, where possible, attach photographs.

We will assess your request and inform you of the next steps in accordance with applicable law.

If goods are defective, damaged or incorrectly delivered, you may have additional statutory consumer rights. These rights are not limited by the withdrawal conditions described in this policy.

3. Exceptions to the Right of Withdrawal

In certain circumstances, the law does not permit consumers to withdraw from a purchase. These exceptions may include:

• Goods that are liable to deteriorate or expire rapidly.
• Sealed goods that are not suitable for return for health protection or hygiene reasons, if the seal has been broken after delivery.
• Goods made to the consumer's specifications or clearly personalised.
• Other cases in which the applicable law excludes the right of withdrawal.

Whether an exception applies depends on the nature of the product and the applicable legal requirements. Opening a package does not automatically mean that a product cannot be returned.

If you are unsure whether a particular product can be returned, please contact us at obchod@chachalab.sk.

4. Return Shipping and Return Procedure

Customers are responsible for arranging the return shipment themselves. Customers must choose a carrier, package the goods appropriately and arrange for the shipment to be sent to our return address below.

The customer is responsible for the direct cost of returning the goods, provided that the customer was informed of this obligation before the purchase and applicable law does not provide otherwise.

Before sending the goods back, please contact us at obchod@chachalab.sk and include your order number.

We recommend keeping the proof of postage until the return process has been completed.

Return Address

Recipient: ChachaLab.sk – Returns
Fulfilment Centre: Swiss Point Data, a. s.
Facility: Prologis Park, Building DC2, Gate 23
Street: Diaľničná cesta 2
Postcode and City: 903 01 Senec
Country: Slovakia

Please mark the parcel with “ChachaLab.sk – Returns” and include your order number so that our fulfilment centre can identify and process your return correctly.

If you received defective, damaged or incorrect goods, please contact us before returning them so that we can agree on the appropriate procedure in accordance with applicable law.

5. Refunds

If you withdraw from your purchase in accordance with applicable law, we will refund all payments received from you, including the cost of standard delivery, to the extent required by law.

If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, we are not required to refund the additional delivery costs.

We will issue the refund without undue delay and no later than 14 days from the date on which we are informed of your decision to withdraw from the contract. However, we may withhold the refund until we have received the returned goods or you have provided proof that the goods have been sent back, whichever occurs first.

Refunds will be made using the same payment method you used for the original transaction, unless we expressly agree otherwise. You will not incur any additional fees for the refund.

If you have any questions regarding refunds, please contact us at obchod@chachalab.sk.

6. Contact

If you have any questions regarding returns or refunds, please contact us:

Email: obchod@chachalab.sk

We will be happy to assist you.