Return & Refund Policy

1. Cancellation Before Production

You may cancel an order without charge at any time before production has begun. We will confirm in writing when production starts (typically within 1–2 business days of order confirmation, or after a deposit is received for custom commissions). To cancel, email info@standatoys.cz with your order number. Any payment already made will be refunded in full within 14 days to the original payment method.

2. Cancellation After Production Has Begun

Once production has begun, the piece is being made to your specification and cannot be resold. Cancellation after this point is at our discretion. Where we agree to cancel, we may retain a proportion of the price reflecting work already carried out and materials committed. For custom-commission pieces with a deposit, the deposit is non-refundable once production has begun, as set out in the quote you accepted.

3. Right of Withdrawal (Where Applicable)

For any item that is not made to your specification (for example, a ready-made piece from a limited display stock, or a gift item we hold in inventory), the standard 14-day right of withdrawal under § 1839 of the Civil Code applies. You may withdraw from the purchase within 14 calendar days of receiving the goods, without giving a reason. To exercise this right, notify us in writing at info@standatoys.cz. The item must be returned unused, in its original condition and packaging, within 14 days of your withdrawal notice. Return shipping costs are borne by you unless the item is defective or we sent the wrong item. Refunds are made within 14 days of receiving the returned goods, to the original payment method.

4. Statutory Warranty (24 Months)

Under §§ 2099–2117 of the Czech Civil Code, all goods carry a 24-month statutory warranty from the date of receipt, covering defects in materials and workmanship that arise under normal use. This warranty applies to all pieces, including made-to-order commissions. Natural variation in wood grain, colour, and dimensions inherent to handmade wooden products is not a defect. Cracks, warping, or finish changes caused by improper storage, humidity, or misuse are not covered.

To make a warranty claim, contact us at info@standatoys.cz with:

• Your order number
• A description and photograph of the defect
• The date you received the piece

We will respond within 14 days. Depending on the defect, we will repair, replace, or refund the piece. For minor defects we may offer a partial refund at your option. Shipping of defective goods back to us is at our cost.

5. Damaged or Incorrect Deliveries

If your piece arrives damaged, or is not the piece you ordered, contact us within 7 days of delivery at info@standatoys.cz with photographs. We will arrange a replacement or refund at no cost to you, and handle the carrier claim on your behalf.

6. Refund Process

Approved refunds are processed within 14 days using the original payment method. Where a deposit was paid by bank transfer, refunds are made to the same account. We may withhold the refund until the returned goods are received and inspected, where permitted by law.

7. Complaint Handling

We acknowledge all complaints within 2 business days and aim to resolve them within 14 calendar days. If a complaint cannot be resolved directly, you may escalate it to the Czech trade-inspection authority:

Česká obchodní inspekce (ČOI)
Štěpánská 567, 120 00 Praha 2
Phone: +420 224 941 011
www.coi.cz

Consumers in the EU may also use the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

8. Contact

StandaToys s.r.o., Bohemian Street 12, Prague, Czech Republic
Email: info@standatoys.cz · Phone: +420 123 456 789
Legal compliance: fastmedia.pro — legal@fastmedia.pro