Refund policy

REFUNDS AND RETURNS

Here is a clear overview of what to do if something is wrong with your goods or if you simply decide you want to return them.

1. COMPLAINTS (RIGHTS FROM DEFECTS)

We guarantee that we will deliver the goods to you in perfect condition. This means they have the agreed-upon characteristics, are in the correct quantity, and comply with legal regulations.

What to do if you find a defect?

If the goods are not in order, let us know (by email at matej@mirnixhockey.com or by letter). You can use our model form. When making a complaint, let us know how you would like to resolve the situation:

  • If it is a major defect (material breach of contract): You can request new goods, a repair, a discount, or you can withdraw from the contract and ask for your money back.
  • If it is a minor defect: You can request a repair, new goods (or a missing part), or a discount. If we do not repair the defect in time, you can withdraw from the contract in this case as well.
Important Deadlines:
  • Are you a consumer? You have 24 months to claim defects that appear.
  • Are you an entrepreneur? You must report a defect as soon as you discover it (no later than within 5 days).
  • How quickly will we solve it? We will get back to you within 5 days of receiving your complaint. We will process the entire claim within 30 days at the latest (unless we agree on a longer period). If we miss this deadline, you have the right to withdraw from the contract.
Lifetime Warranty:

Check out the details of our lifetime warranty.

When will we not accept a complaint?

The warranty does not cover normal wear and tear, defects you knew about in advance (e.g., goods sold at a discount due to a defect), or if it follows from the nature of the goods.

2. WITHDRAWAL FROM THE CONTRACT (RETURNING GOODS)

As a consumer, you have the right to change your mind about your purchase and return the goods without giving a reason within 14 days of the moment you receive them.

How to do it?
  • Send us an email or a letter stating that you are withdrawing from the contract.
  • Send the goods back to us at your own expense within 14 days. The goods should be clean and, if possible, in the original packaging.
  • Within 14 days of the moment we receive the goods back (or you prove they are on their way to us), we will refund your money, including the cost of the cheapest delivery method we offer.
When can't you return the goods?

It is not possible to withdraw from the contract for goods that:

  • Were customized to your wishes (made to order).
  • Are subject to rapid decay.
  • Were removed from a sealed hygienic package.
  • Are unsealed recordings or software.

Watch out for damage: If you damage the goods more than is necessary to test them, you are responsible for the reduction in their value. We can then deduct this amount from the money we return to you.

3. WHERE TO RESOLVE DISPUTES?

We hope we will always reach an agreement. However, if that is not possible, as a consumer you can turn to out-of-court dispute resolution:

Do you have any complaints? Write to Matej at matej@mirnixhockey.com.