Complaints procedure

Basic rules for complaints and returns of goods

Before you proceed to fill out the complaint form, please make sure that you are familiar with the following principles. These points define the basic rules according to which a complaint or return of goods is assessed.

Your satisfaction is our priority. That's why we will deal with any complications that arise carefully, individually and without unnecessary delay . Our goal is to ensure that complaints are handled as simply as possible and that they are always handled fairly and with the utmost care for you.

Valid from 28. 4. 2025
For the RUN & GUN online store operated at www.runngun.eu

Introductory provisions

These complaints procedures govern the conditions for complaints and returns of goods purchased through the E-shop.
The buyer is obliged to familiarize himself with this complaint procedure before placing an order.
Rights and obligations not regulated by these rules are governed by the relevant legal regulations of the Czech Republic.

Hand-sewn, individually made 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 customer does not have the right to withdraw from the contract within 14 days (return or exchange custom-made goods) pursuant to Section 1837 letter d) of the Civil Code.

• Custom goods include products for which the Buyer chooses various customization options (e.g. colors, engraving, interior materials, etc.), such as the EDGE WALLET product.

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

• A complaint is possible for these products only in the case of a demonstrable defect that occurred due to the fault of the manufacturer (e.g. incorrect dimensions, engraving error, defective sewing).

• The complaint does not apply to defects resulting from improper use of the product, mechanical damage or failure to follow recommended maintenance instructions (e.g. washing, drying, storage). It also does not apply to differences in the color of the camouflage patterns.

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

• The buyer is responsible for correctly selecting all options available on the product page (e.g. colors, engraving).

If you find a defect in the goods, please contact us immediately by e-mail at info@runngun.eu, where you provide the order number, attach photos and state whether you require a repair, exchange, price discount, or refund .

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

After your goods are delivered, we will check everything and process the process according to your wishes stated in the form or in the email.

Standard goods (e.g. T-shirts, sweatshirts and other textile products)

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

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

Complaints about defective goods:

If you find a defect in the goods, please contact us immediately by e-mail info@runngun.eu , where you should provide the order number, attach a photo of the defect and state whether you require a repair, exchange, price discount, or refund .

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

After your goods are delivered, we will check everything and process the process according to your wishes stated in the form or in the email.

The complaint does 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 the size of stock goods within 14 days of receipt.

Each product has dimensions and specifications , which the customer is responsible for evaluating correctly when ordering. If you still require an exchange (e.g. for a different size, color, etc.), Please contact us by e-mail at info@runngun.eu, where you provide your order number and specify which variant or size you wish to exchange the goods for . We will then send you the address of the Zásilkovna drop-off box where you need to send the goods.

Please enclose the completed form in the package with the goods, and do not forget to state the size you wish to exchange the goods for.

The customer pays the shipping costs back to us, we pay for the re-sending of the exchanged goods. Exchange is only possible if the goods are undamaged, unworn, unwashed and in the 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 this case, the customer pays the return shipping . The returned goods must be in their original condition (unworn, unwashed, including the original packaging, labels and any gifts) .

Please contact us by e-mail at info@runngun.eu, where you provide your order number and state that you wish to withdraw from the contract . We will then send you the address of the Zásilkovna drop-off box where the goods need to be sent.

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

Complaints and returns of pre-sale goods

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

Size exchange:
• Possibly only by individual agreement, if possible.
• Each product has dimensions and specifications , the customer is responsible for correctly evaluating them when ordering.

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

If the size exchange is allowed, we will then send you the address of the Zásilkovna delivery box where the goods need to be sent.

Please enclose the completed form in the package with the goods, and do not forget to state the size you wish to exchange the goods for.

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

Complaints about defective goods:

If you find a defect in the goods, please contact us immediately by e-mail info@runngun.eu , where you should provide the order number, attach a photo of the defect and state whether you require a repair, exchange, price discount, or refund .

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

After your goods are delivered, we will check everything and process the process according to your wishes stated in the form or in the email.

The complaint does 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

Complaints about defective goods:

If you find a defect in the goods, please contact us immediately by e-mail info@runngun.eu , where you should provide the order number, attach a photo of the defect and state whether you require an exchange, price discount, or refund .

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

After your goods are delivered, we will check everything and process the process according to your wishes stated in the form or in the email.

A complaint can be made for manufacturing or quality defects in the goods, or if the delivered goods do not correspond to 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 after receipt of the shipment .
After this period, the defect can no longer be objectively assessed and the complaint cannot be accepted.

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

The complaint is handled individually, without unnecessary delay, no later than 30 days from its submission. The customer will be informed of the result and method of handling the complaint by e-mail.

Complaints and returns for repairs and modifications of goods

When servicing, repairing or modifying goods supplied by the Buyer, the following applies:

A complaint can only be made regarding the work performed by the Seller , not the original condition of the product .

The buyer acknowledges that any intervention may cause aesthetic or functional changes for which he is responsible.

Complaints about defective goods:

Repair defects must be claimed within 14 days of receipt of the repaired goods.

If you find a defect in the goods, please contact us immediately by e-mail info@runngun.eu , stating the order number, attaching a photo of the defect and a description of the work being claimed .

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

If the complaint is accepted, the goods will be:
• fixed,
• discount provided,
• purchase price refunded.

After your goods are delivered, we will check everything and proceed as agreed.

The complaint does 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 soiled goods upon withdrawal from the contract or exchange:

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

In the event that the customer returns goods that are dirty, worn, damaged, missing parts or packaging, or are otherwise damaged as a result of handling beyond what is necessary for testing , the seller has the right to:

• Not to recognize the withdrawal from the contract,
  or
• reasonably reduce the refunded amount by the value of damage or wear and tear of the goods, if the goods can be resold.

The seller is obliged to inform the customer about this by e-mail and to document the condition of the returned goods (e.g. with photographs) and will offer the customer the option of:

• sending the goods back (at the customer's expense),
  or
• if possible, thus accepted proportional compensation of the purchase price.

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

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

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

Costs and responsibility for transportation

• In the event of a justified complaint about defective goods, the seller will arrange for shipping . The customer will receive a code for a free return through the Shipping Company and responsibility for the shipment will be transferred to the seller .

• In the event of an exchange of goods (e.g. due to an incorrectly selected size or color) or withdrawal from the contract within 14 days, the customer pays the shipping costs . The customer is also responsible for the shipment until it is delivered to the seller . We therefore recommend using a traceable service and, if necessary, insuring the shipment for the appropriate value.

The address of the Zásilkovna drop box where the goods need to be sent is always stated in the e-mail that the customer receives from us after contacting us regarding the return or exchange of goods. We therefore ask that customers use the Zásilkovna to send the parcel.

If the customer chooses another carrier (e.g. Czech Post, delivery to your own hands, etc.), the shipment will not be delivered , because it is a delivery box where it is not possible to personally receive the shipment . We also point out that we do not accept shipments sent on delivery .

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