Returns & Complaints

If the size, fit, or color is not right and you wish to exchange or return the items from your order, you can do so within 14 days of receiving your order.

Return procedure

1. Print and complete the return form (here).

2. Place the completed form inside the package.

3. Carefully pack the goods and send them to the following address:

   Skladon
   Průmyslová 377
   742 51 Mošnov
   (This address is for returns only. Personal drop-off is not possible.)
   Czech Republic

   Recipient’s phone number: +420 277 279 914
   Recipient’s email: returns@skladon.cz

You can return the goods using a shipping provider of your choice. If you are returning items from multiple orders, you may combine them into a single package. We will refund the amount to the bank account specified in the form within 14 days of receiving the return.

Please wait for the arrival of the package, inspection, and refund process.

The cost of return shipping is always borne by the customer. We currently do not offer pre-paid return labels. Please use your preferred shipping method to return the package to us.

PRODUCT COMPLAINTS

This section is intended only for complaints regarding defective, faulty or damaged products. For returns or exchanges within 14 days, please follow the return procedure above.

Address for product complaints

PONATURE, s.r.o. - Kilpi
U Hrůbků 251/119
709 00 Ostrava
Czech Republic

Contact: reklamace@kilpi.cz

How to submit a complaint

1. Complete the complaint form and include it with the product being complained about.
   Download the COMPLAINT FORM

2. Please include proof of purchase or other credible proof that the goods were purchased from PONATURE s.r.o. and the purchase date.

3. Carefully pack the product and send it to:

   PONATURE, s.r.o.
   U Hrůbků 251/119
   709 00 Ostrava
   Czech Republic

The complaint form is NOT intended for returns or size exchanges. It is for PRODUCT COMPLAINTS only.

• For goods purchased through the online shop, a complaint may be made through the Seller’s complaints department by sending the complained goods to the address below or by contacting the complaints email.
• Please provide your contact details, a description of the defect and the requested method of resolving the complaint.
• The complained product must be packed appropriately for transport to prevent further damage during shipping.
• A defect that becomes apparent within two years of receipt may be reported. If a defect becomes apparent within one year of receipt, it is presumed to have existed upon receipt unless the nature of the goods or defect excludes this.
• The complaint, including removal of the defect, must be resolved and the buyer informed no later than 30 days from the date the complaint was made, unless a longer period is agreed.
• Normal wear and tear caused by ordinary use of the product is not considered a defect.
• Depending on the nature of the defect and the applicable conditions, the buyer may request repair, replacement, a reasonable discount or withdrawal from the purchase contract.

Full details of rights arising from defective performance are set out in the Complaints Policy and the Terms and Conditions of PONATURE s.r.o.

Download the full Complaints Policy in PDF here >