Delivery & Returns
Delivery & Returns — Ensana e-shop
Basic Information
- E-shop operator: Ensana
- Customer support e-mail: support@ensana.cz
- Phone: +420 123 456 789
- Postal address for returns/claims: Karla Englise 123/45 Prague 12100 Delivery Methods and Costs
- Delivery options
- Courier delivery to your address (DPD / Czech Post / other).
- Personal pick-up at selected resorts or designated pick-up points.
- International delivery within the EU / outside the EU (if applicable).
- Delivery times
- Standard dispatch time: 2–5 business days from order confirmation (adjust to your actual practice).
- For made-to-order or out-of-stock items, we will inform you of the expected delivery time individually.
- Shipping costs
- Fixed rate (e.g. CZK 99), free delivery above a certain order value (e.g. CZK 2,000), or calculated based on weight/destination.
- Partial delivery
- We may split your order into multiple shipments. No extra delivery charge will apply for partial deliveries.
Right of Withdrawal (Returns — “14-day rule”)
This section explains consumer rights under Czech law. You should also provide a withdrawal form and an easy way to contact you.
- Withdrawal period
- Consumers have the right to withdraw from the purchase contract without giving any reason within 14 days from receipt of the goods (or from the date of contract for services, unless an exception applies).
- How to withdraw
- Complete a withdrawal form or send a clear statement by e-mail to: support@ensana.cz (adjust).
- See sample form below.
- Consequences of withdrawal
- If you withdraw within the legal period, we will refund all payments received, including standard delivery costs, without undue delay and no later than 14 days from the date we receive your notice of withdrawal. Refunds may be withheld until the goods are received back or you provide proof of return shipment.
- Return shipping costs
- Return shipping is paid by the customer unless otherwise agreed.
- Condition of returned goods
- Goods must be returned undamaged, complete with all accessories, in original packaging, with proof of purchase. We may deduct an amount for
Refunds
- Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed.
- Refunds will be processed within 14 days of
Claims (Warranty and Defects)
- Warranty period
- New goods are covered by the statutory 24-month warranty (unless otherwise stated). Different rules may apply to used goods or specific products.
- Claim process
- Notify us of the defect by e-mail at claims@ensana.cz (adjust) or by post to our claims address.
- Include a description of the defect, order number, purchase date, and photos if possible.
- Resolution
- Depending on the defect, we will offer repair, replacement, a reasonable discount, or withdrawal from the contract.
- Claim resolution time
- Claims are normally resolved within 30 days. If this period is exceeded, the customer may have the right to request a refund or replacement.
- Claim costs
- If the claim is justified, we will cover reasonable shipping costs for returning the defective goods.
Taxes and Customs for International Shipments
- Orders delivered outside the EU may be subject to customs duties, VAT, or other local fees, payable by the customer (unless otherwise agreed).
- State clearly which countries you ship to and who is responsible for customs clearance.
Data Protection
- Customer data is processed in compliance with GDPR. Personal and billing information is used only to fulfil your order, arrange delivery, and meet legal obligations. See our Privacy Policy for details.
Contact for Returns, Claims & Enquiries
- E-mail (claims): claims@ensana.cz
- E-mail (withdrawal/support): support@ensana.cz
- Phone: +420 123 456 789
- Postal address for returns: Ensana, Returns Dept., Street 12, 110 00 Prague (adjust)