Complaints and Returns
Last updated: September 6, 2026
What to do if your product arrives damaged, incomplete, or otherwise doesn't match your order. This Complaints Policy forms an integral part of the Terms and Conditions and is effective from 2026-07-19.
1. Who can complain, and about what
Any customer to whom the Provider (Matěj Čičák, company registration number (IČO) 06740707) has delivered a product may submit a complaint. Rights arising from defective performance are governed by the Czech Civil Code; if you are a consumer, you have the right to report a defect that appears within 24 months of receiving the product.
- A damaged print or damaged product (a cracked frame, a scuffed mug, a creased poster)
- The parcel arrived incomplete or empty
- A different product, size or design arrived than the one you ordered
- The design is noticeably shifted, cropped or rotated compared with the approved preview
- A printing defect: streaks, spots, blurred areas, missing colour
- The digital file won't download, or is corrupted
- You simply don't like the art style you chose and approved in the preview
- Details of the generated design that were visible in the binding preview before you ordered
- Lower sharpness caused by the quality of your uploaded photo (a blurred or dark original)
- Minor colour differences due to the gap between how something looks on screen and how it looks printed
- Damage caused by use after delivery (scratches, a dropped mug, fading in direct sunlight)
2. How to submit a complaint
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1. Get in touch
Email us at info@pixendo.cz. You can also submit a complaint in writing to our registered office address, Borkovany 140, 691 75 Borkovany, Česká republika.
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2. Tell us what we need to know
Your order number, a description of the defect, and photos of the product (and of the packaging too, for a damaged parcel). Without a photo we often can't assess the defect, and handling it takes longer.
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3. We confirm receipt
We'll confirm we've received your complaint by email, usually within 2 working days. We'll be in touch if we need more information or need the product returned.
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4. We decide and resolve it
We'll decide on the complaint without undue delay and resolve it within 30 days of it being raised at the latest, unless a longer period is agreed. We'll let you know the outcome by email.
3. How we resolve a complaint
For a valid complaint, you're entitled to have the defect put right. Since products are made to order, the usual solution is to produce and send a new item free of charge. Where that isn't possible (for example, the product is no longer available), we'll refund you.
A free replacement
The most common solution. We produce and send a new product at our expense.
A refund
If the defect can't be fixed and no replacement can be supplied, we'll refund the amount the same way you paid — usually within 14 days of resolving the complaint.
Return costs
For a valid complaint, we cover the delivery costs. If we don't need the product back, you don't need to send it.
4. Returning a product
We only ask for a defective product to be returned when it's necessary to assess it — we'll always ask first and give you the address. Please don't send a product back without arranging it with us first; unarranged parcels may not be accepted. Pack the product so it isn't damaged further in transit.
5. Withdrawal from the contract for made-to-order goods
Products are made to order based on your photograph and specifications. Under Section 1837(d) of the Czech Civil Code, a consumer therefore cannot withdraw from the contract within the 14-day period, and the same applies to digital content delivered before that period expires with the consumer's express consent (Section 1837(l) of the Civil Code). Details are set out in the Terms and Conditions.
6. Cancelling an order before production
Before an order is sent into production, we can usually cancel it without any trouble and refund you in full — email us as soon as possible at info@pixendo.cz with your order number. Once an order is in production, it can no longer be cancelled.
7. Digital downloads
For a digital product, we handle complaints about a technical defect: the file won't download, is corrupted, or doesn't match the design you bought. Get in touch and we'll make the file available again, or refund you. Being unhappy with the artistic appearance of a design you saw in the preview before buying is not a valid complaint.
8. Out-of-court dispute resolution
If you disagree with how your complaint was handled, you can contact the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 796/44, 110 00 Prague 1, www.coi.cz, which has jurisdiction over out-of-court resolution of consumer disputes. You can also use the European Online Dispute Resolution (ODR) platform: ec.europa.eu/consumers/odr.
By when do I need to report a defect?
Report it without undue delay after you notice it. Consumers have 24 months from receiving the product; for transport damage, let us know within 3 days of receiving it so we can claim against the courier.
Do I need to keep the original packaging?
No. But for a damaged parcel, it's worth photographing it — it's the quickest evidence for the courier.
Who pays postage for a complaint?
For a valid complaint, we do. If the complaint isn't valid, you cover the cost of sending anything back.
How long does producing a replacement take?
The same as a normal order, usually 3–7 working days from the complaint being approved.
Can I ask for a refund instead of a replacement?
Yes, if the defect can't be fixed and no sound replacement can be supplied. We'll sort it out by email.
This Complaints Policy is effective from 2026-07-19.
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