Refund policy

This English translation is provided for convenience. The Czech version is legally binding.

This page provides a practical summary. Statutory rights and the full rules are set out in the Terms and Conditions. In the event of conflict, the law and the Terms and Conditions prevail.

30-day returns

Essentials Vault gives consumers a total of 30 days from receipt of the goods to return them. The rules are divided into two periods:

  • Days 1.–14.: the statutory right to withdraw from the contract without giving a reason. You may try on the goods to the extent customary in a physical store. The voluntary extension conditions below do not restrict your statutory rights.
  • Days 15.–30.: a voluntary extension provided by HofMark s.r.o. We will accept the goods only if they are unworn apart from normal trying on, unwashed, clean, undamaged and free of stains, odour, cosmetics and animal hair, with the original tags still attached, complete accessories and the original undamaged product packaging. The voluntary extension does not apply to custom-made goods, hygiene-sealed goods after the seal has been broken, gift vouchers or items expressly identified before purchase as excluded from the voluntary extension. Statutory rights are not affected.

Notice of statutory withdrawal or voluntary return must be sent no later than the last day of the applicable period.

Statutory withdrawal within the first 14 days

If you are a consumer, you may notify us within 14 days after receipt that you are withdrawing from the contract. You do not have to give a reason.

Procedure

  1. Write to support@essentialsvault.eu and state the order number and the items being returned. This channel can be used for statutory withdrawal and voluntary returns.
  2. Send the goods to: HofMark s.r.o., Nové sady 988/2, Staré Brno, 602 00 Brno. For statutory withdrawal, no later than 14 days after giving notice. For a voluntary return on days 15.–30., send the goods without undue delay according to the instructions provided.
  3. Pack the goods securely. Do not send parcels cash on delivery.
  4. Keep proof of dispatch.

The customer bears the direct return costs.

Condition of returned goods

You may try on clothing with care as you would in a physical store. We recommend returning it unworn, unwashed, clean and free of odour, cosmetics and hair, with undamaged tags and accessories. Protect the original packaging and do not use it as shipping packaging.

The right of withdrawal does not end automatically if packaging is damaged or a tag is removed. If you have handled the goods beyond what was necessary to try them on, you are liable for the specific reduction in their value. We assess and substantiate this individually. We do not charge a fixed restocking fee.

Refunds

We will refund the money, including the cost of the least expensive standard initial delivery method offered, no later than 14 days after withdrawal. We may wait until we receive the goods or you provide proof of dispatch. We will use the same payment method unless we agree otherwise.

If only part of an order is returned, the initial shipping cost is normally not refunded if it would have been the same without the returned item. We refund the price actually paid for the item after allocating any discount applied.

Size exchange

We offer direct exchanges only subject to current availability and as a voluntary service. Returning the original item and placing a new order is the fastest and most reliable procedure. This does not affect the statutory right of withdrawal.

Defect complaints

A return within 14 days is not a defect complaint. A complaint concerns a defect in the goods.

How to make a complaint

  1. Contact us at support@essentialsvault.eu and state the order number, describe the defect, say when it appeared and state the requested remedy.
  2. Attach photographs if they can be taken. They speed up the assessment but are not always required for a complaint.
  3. We will tell you whether the goods need to be sent to HofMark s.r.o., Nové sady 988/2, Staré Brno, 602 00 Brno and specify a reasonable shipping method.

We will issue confirmation that the complaint was submitted. We will resolve the complaint and inform you as soon as possible and no later than 30 days, unless we agree otherwise in the particular case.

Your rights

For a defect, you may request repair or replacement unless the selected option is impossible or disproportionately costly. A discount or withdrawal may apply, particularly if we refuse to remedy the defect, fail to remedy it properly and on time, the defect recurs or is material, or it is clear that the remedy will cause significant inconvenience. You cannot withdraw for a minor defect.

A consumer may report a defect in consumer goods that appears within two years after receipt. If it appears within one year, the defect is presumed to have existed on receipt unless the nature of the goods or defect precludes this.

What is not a defect

Normal wear and tear, damage caused by improper use, washing or maintenance, mechanical damage caused by the customer, and a characteristic expressly disclosed before purchase are not defects. We always assess the specific product, its description and the circumstances.

If the complaint is justified, we will reimburse reasonably incurred costs. We recommend agreeing on the shipping method in advance. This does not restrict the statutory right to reimbursement.

Model withdrawal notice

I hereby give notice that I withdraw from the purchase contract for the goods [goods], order [number], ordered/received on [date].
Name: [name]
Address: [address]
Date: [date]
Signature only if submitted on paper.