Complaints policy

Effective from 20 October 2026

This complaints policy applies to goods bought in the shop.oxodrink.com online shop from Bubble Point s.r.o., Company ID 08852448, Švábova 772/18, Hlubočepy, 152 00 Prague 5, Czech Republic (the "seller"). It is based on the Czech Civil Code (Act No. 89/2012 Coll., sections 2099 ff. and 2158 ff.) and the Czech Consumer Protection Act (Act No. 634/1992 Coll.).

1. What the seller is liable for

The seller is liable for the goods having no defects when the buyer receives them. In particular, the goods:

  • have the properties stated in the product description and match the description, type and quantity,
  • are fit for the purpose such goods are normally used for,
  • come with the accessories and instructions stated in the description.

It is not a defect that the flavour of the tea concentrate in the Home Kit varies by batch. The product description says so.

2. Time limit

A consumer can claim a defect within 24 months of receiving the goods. If a defect appears within the first year, it is presumed to have existed on delivery.

If a best-before or use-by date is marked on the goods or their packaging, section 2165(2) of the Czech Civil Code applies.

3. How to make a complaint

The buyer makes a complaint by email to shop@oxodrink.eu, stating:

  • the order number,
  • a description of the defect,
  • which remedy they want (see point 4).

A photo of the defect and the packaging helps. [zda a kam kupující posílá reklamované zboží – doplní Pavel] The buyer is entitled to reimbursement of costs reasonably incurred in exercising rights for defective goods (section 1924 of the Czech Civil Code).

We confirm receipt of the complaint by email, stating when we received it, what it is about and which remedy the buyer wants.

4. The buyer's rights

If the goods are defective, the buyer can ask for:

  1. replacement with goods without defects or repair, unless that is impossible or disproportionately expensive. For food, replacement is the usual remedy;
  2. a reasonable price reduction or withdrawal from the contract, if the seller has not removed the defect or refused to, if the defect appears again, if the defect is a material breach of contract, or if the seller's statement or the circumstances make it clear that the defect will not be removed within a reasonable time or without significant difficulty.

The buyer cannot withdraw from the contract if the defect is minor.

5. Handling the complaint

We handle complaints without undue delay and within 30 days of receiving them at the latest, unless we agree a longer period with the buyer. This includes removing the defect. We then email the buyer describing how we handled the complaint and how long it took. If we reject a complaint, we explain why.

If we do not handle a complaint within 30 days, the buyer has the same rights as for a material breach of contract.

For a price reduction or withdrawal, we refund the money the same way the buyer paid, unless agreed otherwise, [lhůta pro vrácení peněz po reklamaci – doplní Pavel].

6. Damage in transit

If a parcel arrives damaged, the buyer should email shop@oxodrink.eu as soon as possible with photos of the packaging and the goods. It also helps to record the damage with the carrier. This does not affect the buyer's rights for defective goods.

7. Disputes

If we cannot agree, a consumer can turn to the Czech Trade Inspection Authority (https://adr.coi.cz). Details are in the terms and conditions.