Delivery & Returns — Ensana e-shop

 

1. Product Selection
Choose the desired goods from our catalog.
For each product, you will find detailed photos, descriptions, physical parameters (dimensions, weight, purity), and other information.
Add the goods to your cart by clicking the "Add to Cart" button.

2. Shopping Cart
In the cart, you can adjust the quantity of selected products or remove them.
To proceed to checkout, click the "Continue" button.

3. Login / Registration
If you already have a user account, log in.
Purchasing is also possible without registration as a guest.
If you wish to register, simply fill in basic information.

4. Delivery and Billing Information
Enter the delivery address where you want the goods sent.
Enter billing details if they differ from the delivery address.
For corporate customers, it is necessary to provide a company ID and VAT number.

5. Delivery Method

Czech Post – Balíkovna – delivery to a pick-up point of your choice.

6. Payment Method
Choose one of the following options:

Online card payment – fast and secure payment via payment gateway.

Bank transfer – payment in advance to our bank account.

Cash on delivery – payment upon receipt of shipment.

7. Order Summary
Check all entered information, selected goods, delivery, and payment.
By confirming the order, you agree to our terms and conditions.

8. Completing the Order
Click the "Order with Payment Obligation" button to complete the order.
We will immediately send you an order confirmation to your email.
The purchase contract is concluded only when we send a second email confirming acceptance of your order.

9. Order Tracking
After dispatch, we will send you an email with shipping information.
The email will contain a link to track the shipment.

 

Complaints Procedure. How to Claim Goods

Contact us:

By email: e-shop@ensanahotels.com

 

Provide us with:

• Your contact details (so we can inform you when the complaint is resolved)
• Order number
• Description of the defect and when you noticed it
• How you wish the complaint to be handled

We will also need proof of purchase.

 

Send the claimed goods:

• Pack the goods carefully to prevent damage during transport
• Include the completed complaint form (downloadable below)
• Proof of purchase (invoice or order confirmation)
• Address for sending complaints: Karla Engliše 3219/4, 150 00 Prague 5-Anděl
• In some cases, a photo may suffice – we would inform you if so. Contact us in advance for arrangements.

 

Complaint Process:

• Acknowledgement – After receiving the goods, we will send you confirmation of receipt.
• Assessment – We will handle the complaint promptly, no later than 30 days after receipt.

 

Resolution – Depending on the defect, we offer:

• Repair
• Replacement
• Price reduction
• Refund (withdrawal from the contract)
• Withdrawal is not possible (and only a discount applies) if the defect is minor.
• Return of goods – After resolution, we will return the goods to your address or notify you for pick-up.

 

Legal Warranty Rights

We guarantee that goods are free from defects at the time of acceptance. This means they:

• Match your order (product, quantity, quality, functionality, compatibility, agreed features, or those reasonably expected based on our advertising)
• Are suitable for the agreed or usual purpose
• Have agreed accessories, packaging, or instructions if needed
• Match any sample or model shown

 

Comply with legal regulations:

If a defect appears within 1 year of receipt, it is presumed the item was already defective, unless the nature of the product or defect suggests otherwise.
You can claim for defects discovered within 2 years of receipt.

When a Complaint is Not Possible:

• Discounted goods due to a known defect stated in advance
• Normal wear and tear from use
• Defects from improper use or insufficient maintenance
• Mechanical damage caused by the user
• Defects from not following instructions

 

Costs of Complaints:

Reasonable costs for a justified complaint will be reimbursed. Requests must be made promptly, no later than one month after the complaint period ends.

Out-of-Court Consumer Dispute Resolution
Under Act No. 634/1992 Coll. on Consumer Protection, you have the right to out-of-court resolution of a consumer dispute arising from a purchase contract via the Czech Trade Inspection Authority (ČOI).

Address: Gorazdova 1969/24, 120 00 Prague 2

Email: adr@coi.cz

Website: www.coi.cz

 

You must apply within 1 year from the first assertion of the disputed right with us.
You can also start an online dispute resolution via the ODR platform at ec.europa.eu/consumers/odr/.

 

FAQ

What is the difference between withdrawal from the contract and a complaint?

Withdrawal: Return of goods without reason within 14 days.

Complaint: Assertion of rights due to a defect or malfunction.

How long does it take to process a complaint?
No later than 30 days from receipt. Otherwise, you may withdraw from the contract or request a discount.

Do I always have to return the goods when making a complaint?
Usually yes, to assess the defect. In some cases, a photo may suffice – contact us in advance.

Who pays for shipping when making a complaint?
If the complaint is justified, you have the right to reimbursement of reasonable costs, including shipping.