Complaints and Returns

1. Complaints about goods

You can download a sample complaint form here.

Incomplete or incorrect goods

If the goods delivered are incomplete or do not correspond to the type ordered, please inform us by email (info@brainfuel.cz). We will investigate the situation and propose a solution.

Damaged goods

When accepting goods from the carrier, carefully check the contents of the shipment. Do not accept damaged goods. If the goods are damaged without the packaging being intact, inform the carrier. For more information, see the section Complaints to the carrier below.

Warranty period

For food and dietary supplements, the warranty period is stated on the packaging. For other goods, the warranty is 24 months from receipt. The warranty does not apply to normal wear and tear of goods and gifts accompanying goods. If the consumer discovers a defect in the purchased goods during the warranty period, they have the right to make a complaint.

Please notify us of your complaint at info@brainfuel.cz, describe the reason for the complaint, and send the goods to Brain Fuel s.r.o., Monika Kalousová, Lidická 1877/44, 602 00 Brno. Under no circumstances should you send the goods cash on delivery! Such a shipment will not be accepted and will be returned to the sender by the carrier.

You will be informed of the acceptance of the goods into the complaint procedure within three working days of receipt of the shipment. We will process the complaint within 30 days of receipt of the goods. The customer will be informed of the method of processing by our employee via email.

Complaints to the carrier

When accepting goods from the carrier, please carefully check the delivered goods. Do not accept a shipment that shows signs of damage.
If the goods are damaged even though the packaging is intact, it is necessary to inform the carrier of this fact as soon as possible, depending on the type of transport you have chosen.

1. Czech Post: report in person on the day of delivery at any post office branch. More information here: https://www.ceskaposta.cz/rady-a-navody/reklamace

2. Zásilkovna: report by email to reklamace@zasilkovna.cz, or online at https://www.zasilkovna.cz/reklamace

2. Returning goods within the statutory period

Notify us of the return of goods by email at info@brainfuel.cz, describe your reason for returning the goods, and send the goods to Brain Fuel s.r.o., Monika Kalousová, Lidická 1877/44, 602 00 Brno. Under no circumstances should you send goods cash on delivery! Such a shipment will not be accepted and will be returned to the sender by the carrier.

You will be informed of the receipt of the goods within three working days of receipt of the shipment. We will send the money for the goods to your bank account as soon as possible, no later than 14 days after withdrawal from the contract, but not before the returned goods have been delivered.

If the returned goods are part of an order that was eligible for free shipping and you were therefore not charged shipping costs, and the price of the order falls below this limit due to the return of part of the order, we are entitled to reduce the refund amount by the shipping costs, as the condition for obtaining free shipping has not been met.

Sample withdrawal form

To withdraw from the purchase contract, the buyer may use the sample form provided by the seller, which is available here.