Returns and Complaints

 The ordered goods did not meet your expectations. Did you choose a different color shade or a different brush size? You can send the item back for an exchange or refund within 14 days. The goods must remain undamaged and in the original packaging.

Returning goods

How to proceed when returning goods?

1. Please fill out the contract withdrawal form attached below and send it by e-mail to us: obchod@arsuna.cz
2. Pack the goods carefully. Use any strong packaging and enough soft padding to avoid damage to the goods. You can also use the original packaging in which you received the goods.
3. Send the packaged goods with the completed form for the exchange of goods to the address: Petr Daněk - Arsuna.cz, Novosady 1585, Holešov, 769 01. Do not forget to enter your bank account number on the form to which you want to refund the money for the returned goods.
4. We will return the money to you without undue delay - no later than 14 days from the day we received the notice of withdrawal from the contract.

The WORD withdrawal form can be downloaded here

Cancellation form PDF download here

Complaint

How to proceed in the event of a complaint?

1. First, please reach out to us by e-mail at obchod@arsuna.cz and tell us what is wrong. For easier communication, enter the order or invoice number. It will help us a lot if you attach a photo of the reason for your complaint. It will speed up the entire process.
2. Wait until we confirm the complaint. Then pack the goods carefully. Use any strong packaging and enough soft padding to avoid damage to the goods. You can also use the original packaging in which you received the goods.
3. Send the packaged goods to the address: Petr Daněk - Arsuna.cz, Novosady 1585, Holešov, 769 01
4. We will return the money to you without undue delay - no later than 14 days from the day we received the notice.

You can read more information about the exchange, return or complaint of goods in the Terms and Conditions