Complaints procedure

+ COMPLAINT FORM

Basic Rules for Complaints and Returns

Before filling out the complaint form, please ensure that you are familiar with the following policies. These points define the basic rules by which complaints or returns are assessed.

Your satisfaction is our priority. Therefore, we will address every complication that arises carefully, individually, and without undue delay. Our goal is to ensure that complaints are handled as simply as possible and that they are always resolved fairly and with the utmost care for you.

Effective from April 28, 2025
For the RUN & GUN online store operated at www.runngun.eu

Introductory Provisions

This complaint policy regulates the conditions for complaints and returns of goods purchased through the E-shop.
The Buyer is obliged to familiarize themselves with this complaint policy before placing an order.
Rights and obligations not regulated by this policy are governed by the relevant legal regulations of the Czech Republic.

Hand-Sewn, Individually Manufactured, and Personalized Products

Complaints and Returns of Custom-Made and Personalized Goods

• For custom-made goods (e.g., hand-sewn products, engraved items, or other personalized products), the buyer does not have the right to withdraw from the contract within 14 days (return or exchange custom-made goods) according to § 1837 lit. d) of the Civil Code.

• Custom-made goods include products for which the Buyer chooses various customization options (e.g., colors, engraving, internal materials, etc.), as is the case, for example, with the EDGE WALLET product.

• Such products are considered custom-made because they are manufactured based on the Buyer's individual choice and are not intended for further/resale.

• Complaints for these products are only possible in the event of a demonstrable defect caused by the manufacturer (e.g., incorrect dimensions, engraving error, faulty stitching).

• Complaints do not apply to defects caused by improper use of the product, mechanical damage, or failure to follow recommended maintenance instructions (e.g., washing, drying, storage). Furthermore, it does not apply to differences in the color design of camouflage patterns.

• Any changes or repairs after production of custom goods can only be made based on individual agreement.

• The Buyer is responsible for the correct selection of all options available on the product page (e.g., colors, engraving).

If you discover a defect in the goods, please contact us immediately by email at info@runngun.eu, stating the order number, attaching photos, and indicating whether you require repair, exchange, a discount on the price, or a refund.

If the complaint is accepted, we will send you a code for free return via Zásilkovna. We cover the shipping costs in these cases.

Upon receipt of your goods, we will check everything and proceed according to your wishes stated in the form or email.

Standard Goods (e.g., T-shirts, Hoodies, and other Textile Products)

For in-stock goods (standard products without modifications), the Buyer has the right to:

• withdraw from the contract and return the goods within 14 days of receipt without giving a reason,
• complain about a defect within the statutory period of 24 months.

Complaint of Defective Goods:

If you discover a defect in the goods, please contact us immediately by email at info@runngun.eu, stating the order number, attaching a photo of the defect, and indicating whether you require repair, exchange, a discount on the price, or a refund.

If the complaint is accepted, we will send you a code for free return via Zásilkovna. We cover the shipping costs in these cases.

Upon receipt of your goods, we will check everything and proceed according to your wishes stated in the form or email.

Complaints do not apply to defects caused by improper use of the product, mechanical damage, or failure to follow recommended maintenance instructions (e.g., washing, drying, storage).

Size or Variant Exchange:

The Buyer may request an exchange of size for in-stock goods within 14 days of receipt.

For each product, dimensions and specifications are provided, for which the customer is responsible for proper evaluation when ordering. If you still require an exchange (e.g., for a different size, color, etc.), please contact us by email at info@runngun.eu, stating the order number and indicating which variant or size you wish to exchange the goods for. We will then send you the address of the Zásilkovna pick-up point where the goods need to be sent.

Please include the completed form in the package with the goods, making sure to indicate the size you wish to exchange the goods for.

The costs of shipping back to us are covered by the customer; we cover the re-shipment of the exchanged goods. Exchange is only possible if the goods are undamaged, unworn, unwashed, and in their original packaging with tags.

Withdrawal from the Contract within 14 Days (without giving a reason)

For standard goods, you have the right to withdraw from the contract without giving a reason within 14 days of receiving the shipment. In such a case, the customer covers the return shipping costs. The returned goods must be in their original condition (unworn, unwashed, including original packaging, tags, and any gifts).

Please contact us by email at info@runngun.eu, stating the order number and indicating that you wish to withdraw from the contract. We will then send you the address where the goods need to be sent.

Fill out the form and check the appropriate option. Send the form in the package along with the goods.

Complaints and Returns of Pre-Order Goods

For products purchased under pre-order:
• After payment of the order, the contract is binding and cannot be unilaterally withdrawn.
• Complaints about defects are governed by standard complaint rules.

Size Exchange:
• Only possible by individual agreement, if feasible.
• For each product, dimensions and specifications are provided, for which the customer is responsible for proper evaluation when ordering.

Please contact us by email at info@runngun.eu, stating the order number and indicating which variant or size you wish to exchange the goods for.

If a size exchange is approved, we will then send you the address where the goods need to be sent.

Please include the completed form in the package with the goods, making sure to indicate the size you wish to exchange the goods for.

The costs of shipping back to us are covered by the customer; an invoice will be issued to the customer for the re-shipment of the exchanged goods. Exchange is only possible if the goods are undamaged, unworn, unwashed, and in their original packaging with tags.

Complaint of Defective Goods:

If the complaint is accepted, we will send you a code for free return via Zásilkovna. We cover the shipping costs in these cases.

Upon receipt of your goods, we will check everything and proceed according to your wishes stated in the form or email.

Complaints do not apply to defects caused by improper use of the product, mechanical damage, or failure to follow recommended maintenance instructions (e.g., washing, drying, storage).

Tactical Moustache Coffee

Complaint of Defective Goods:

If the complaint is accepted, we will send you a code for free return via Zásilkovna. We cover the shipping costs in these cases.

Upon receipt of your goods, we will check everything and proceed according to your wishes stated in the form or email.

A complaint can be filed for manufacturing or quality defects of the goods, or if the delivered goods do not match the order.
Due to the nature of the product (freshly roasted coffee), any complaints regarding quality, taste, or freshness must be made no later than 14 days from the receipt of the shipment.
After this period, the defect can no longer be objectively assessed, and the complaint cannot be accepted.

Complaints do not apply to defects caused by improper use of the product, mechanical damage, or failure to follow recommended maintenance instructions (e.g., storage).

Complaints are handled individually, without undue delay, no later than 30 days from their submission. The customer will be informed of the outcome and method of handling the complaint by email.

Complaints and Returns of Repairs and Modifications of Goods

For service, repairs, or modifications of goods supplied by the Buyer:

Complaints can only be filed for work performed by the Seller, not for the original condition of the product.

The Buyer acknowledges that any intervention may cause aesthetic or functional changes, for which they are responsible.

Complaint of Defective Goods:

Defects in repairs must be complained about within 14 days of receipt of the modified goods.

If you discover a defect in the goods, please contact us immediately by email at info@runngun.eu, stating the order number, attaching a photo of the defect with a description of the complained work.

If the complaint is accepted, we will send you a code for free return via Zásilkovna. We cover the shipping costs in these cases.

For accepted complaints, the goods will be:
• repaired,
• a discount will be provided,
• the purchase price will be refunded.

Upon receipt of your goods, we will check everything and proceed according to the agreement.

Complaints do not apply to defects caused by improper use of the product, mechanical damage, or failure to follow recommended maintenance instructions (e.g., washing, drying, storage).

Damaged, Worn, or Dirty Goods Upon Withdrawal from the Contract or Exchange:

If a customer withdraws from the purchase contract or requests an exchange of goods, they are obliged to return the goods in their original condition: i.e., unused, unworn, undamaged, in their original packaging, with all tags, accessories, and any gifts included with the purchase.

If the customer returns goods that are dirty, worn, damaged, missing parts or packaging, or otherwise devalued due to handling beyond what is necessary for trying them on, the seller has the right to:

Not accept the withdrawal from the contract,
or
proportionately reduce the refunded amount by the value of the damage or wear of the goods, if the goods can still be sold.

The seller is obliged to inform the customer by email and provide evidence of the condition of the returned goods (e.g., photos) and offer them the option of:

sending the goods back (at the customer's expense),
or
if possible, accepting proportional compensation for the purchase price.

If the customer does not agree to a proportionate reduction in the amount, the goods may be sent back at their expense at their request.

If the customer does not respond to the seller's notification for 30 days, the seller will store the goods for a reasonable period, after which they may be considered abandoned (§ 1045 et seq. of the Civil Code).

The seller reserves the right to refuse to accept goods that have been returned in an unhygienic condition (e.g., dirty, smelly, etc.).

Costs and Responsibility for Shipping

• In the case of a justified complaint of defective goods, the seller arranges shipping. The customer receives a code for free return via Zásilkovna, and responsibility for the shipment transfers to the seller.

• In the case of exchanging goods (e.g., due to incorrectly chosen size or color) or withdrawing from the contract within 14 days, the customer covers the shipping costs. The customer also bears responsibility for the shipment until its delivery to the seller. We therefore recommend using a trackable service and, if necessary, insuring the shipment for an appropriate value.

The address to which the goods need to be sent is always provided in the email that the customer receives from us after contacting us regarding a return or exchange of goods.

At the same time, we would like to point out that we do not accept shipments sent Cash on Delivery.

CZ: