Return and Complaint Policy

Return and Complaint Policy

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

1. General Provisions

1.1 This policy governs the conditions for returns and complaints related to goods purchased through the online store.
1.2 The Buyer is required to read this policy before placing an order.
1.3 Any rights and obligations not covered by this policy are governed by applicable laws of the Czech Republic.

2. Complaints and Returns – Custom or Personalized Goods

2.1 Custom-made products are manufactured based on the Buyer's preferences (e.g., custom dimensions, specifications, engraving).
2.2 Complaints regarding custom products are accepted only in case of material defects or clear manufacturing faults.
2.3 The Buyer has no right to withdraw from the contract (return or exchange custom-made products) under Section 1837(d) of the Czech Civil Code.
2.4 Defects must be reported without undue delay after discovery.
2.5 Complaints are not accepted for:

  • Color variations in camouflage patterns
  • Defects caused by improper use, maintenance, or mechanical damage

2.6 Custom-made products include any items with configurable options (e.g., colors, engraving, inner materials), such as the EDGE WALLET.
2.7 Such items are deemed custom and are not intended for resale.
2.8 Return and exchange of custom items:

  • Custom products, including personalized ones, are not eligible for withdrawal under Section 1837(d).
  • Changes or repairs after production are possible only by individual agreement.
  • The Buyer is responsible for selecting correct options when configuring a product.

Complaint Procedure:

  • Send an email to info@runngun.eu with a description of the defect, photos, and order number.
  • The Seller will decide on the resolution: repair, replacement, discount, or refund.
  • Complaints will be resolved within 30 days of receipt of the claimed goods.

3. Complaints and Returns – In-Stock Goods

3.1 For standard (non-customized) items, the Buyer has the right to:

  • Withdraw from the contract and return the goods within 14 days without giving a reason
  • File a complaint within the statutory period of 24 months

3.2 Return Conditions:

  • Items must be unused, unwashed, undamaged, in original packaging with tags.
  • Any gifts included with the purchase must also be returned.
  • The Buyer bears return shipping costs.
  • Refunds may be reduced if signs of wear are evident.

3.3 Size Exchange:

  • The Buyer may request a size exchange within 14 days.
  • Exchange is possible only if the item is unused, unwashed, and in its original condition.
  • The Buyer bears shipping costs both ways.

Return Procedure:

  • Notify withdrawal via email to info@runngun.eu.
  • After approval, return the goods to the address provided by the Seller.
  • Returned items must be unused, unwashed, and in their original packaging with any included gifts.

Complaint Procedure:

  • Email info@runngun.eu with a description of the defect and photos.
  • The Seller will determine the legitimacy and resolution of the complaint.

4. Complaints and Returns – Pre-Order Items

4.1 For products purchased as part of a pre-order campaign:

  • Once paid, the contract is binding and cannot be unilaterally cancelled.
  • Complaints follow standard procedures.

4.2 Size Exchange:

  • Possible only by individual agreement.
  • The Buyer is responsible for choosing the correct size based on the product's size chart.
  • If approved, the product must be unused, unwashed, and in original condition.
  • The Buyer covers all shipping costs related to the exchange.

Complaint Procedure:

5. Complaints and Returns – Repair and Modification Services

5.1 For services involving repairs or modifications of customer-supplied items:

  • Complaints apply only to the work done by the Seller, not to the original item.
  • The Buyer accepts that any modifications may result in aesthetic or functional changes.

5.2 Defects in repairs must be reported within 14 days of receiving the modified item.

Complaint Procedure:

  • Submit via email to info@runngun.eu with a description of the issue and photos.
  • The Seller will assess and propose a solution.

6. Complaint Resolution

6.1 The Seller will resolve complaints without undue delay, no later than 30 calendar days after receipt.
6.2 If the complaint is accepted, the item will be:

  • Repaired
  • Replaced
  • Discounted
  • Refunded

6.3 If the complaint is rejected, the item will be returned to the Buyer without compensation.

Contact Information for Returns and Complaints

Email: info@runngun.eu
Phone: +420 724 382 465
Return Address: Provided individually after complaint submission

We strive to resolve all issues fairly and amicably. In the event of a dispute, we prefer to settle matters out of court and reach a mutually acceptable agreement.