Refund policy

CONSUMER’S RIGHT TO WITHDRAW FROM THE CONTRACT

Terms such as Seller, Consumer and similar terms shall have the meanings assigned to them in the General Terms and Conditions.

If the purchase agreement is concluded by means of distance communication (via the online store), the Consumer has the right, in accordance with Section 1829(1) of the Czech Civil Code, to withdraw from the contract without giving any reason within 14 days of receiving the goods (if the purchase agreement covers several types of goods or several separate deliveries, this period shall begin on the date the final delivery is received). Notice of withdrawal from the purchase agreement must be sent to the Seller within the period specified above.

For the purposes of these terms, standard packaging means the following:

Krunchly Protein Cereals are considered to be in standard packaging only if they are in their original sealed box (5 servings) bearing the complete nutritional label. A separate pouch does NOT constitute packaging.

If the standard packaging has been opened or tampered with, the Consumer loses the right to withdraw from the contract. In accordance with food law, the manufacturer cannot guarantee the safety of goods in opened or damaged packaging. In particular, under EU Regulation 1169/2011, Chapter III, Articles 6–8 and Chapter IV, Articles 9–14, damaged packaging does not comply with the legal requirements for food labelling and packaging.

For orders that also include a Starter Kit or an 8 Boxes Bundle with a Krunchly Cup bottle (which may also be purchased separately), withdrawal from the contract is only possible in respect of new, unused goods that show no signs of use, damage or wear and tear.

Pursuant to Section 1833 of the Czech Civil Code, the Consumer is liable to the Seller for any reduction in the value of returned goods resulting from handling the goods in a way that goes beyond what is necessary to establish the nature, characteristics and functionality of the goods.

If the Consumer wishes to withdraw from the contract within the 14-day period referred to above, they must notify the Seller of their withdrawal. The withdrawal form may be sent by post to the Seller’s address (KSI Investment s.r.o., registered office at Kaprova 42/14, 110 00 Prague, Czech Republic) or by email as an attachment to hey@krunchly.com

This statutory right of withdrawal must not be understood as a right to use the goods free of charge. If the Consumer exercises the right to withdraw from the contract within 14 days of receiving the goods, the Consumer must, pursuant to Section 1831(1) of the Czech Civil Code, return to the Seller without undue delay everything received under the purchase agreement, no later than within 14 days of the withdrawal. In accordance with Section 1820(1)(g) of the Czech Civil Code, the Consumer bears the cost of returning the goods to the Seller.

If the Consumer exercises the right to withdraw from the purchase agreement within 14 days, they are entitled to reimbursement of the delivery costs paid for shipping the goods from the Seller to the Consumer, limited to the cheapest delivery method offered. Pursuant to Section 1832(1) of the Czech Civil Code, the Seller shall reimburse the Consumer without undue delay, and no later than within 14 days of withdrawal from the contract, using the same payment method, all payments received from the Consumer under the contract, including delivery costs corresponding to the cheapest delivery option offered. Pursuant to Section 1832(4) of the Czech Civil Code, the Seller is not obliged to refund the Consumer before the goods have been returned or the Consumer has provided proof that the goods have been sent back to the Seller.

The Seller may also deduct from the refund any actual costs reasonably incurred in connection with the return of the goods.

In accordance with Section 1837 of the Czech Civil Code, the Consumer does not have the right to withdraw from the contract, in particular in the case of contracts:

for the provision of services, if the services have been fully performed with the Consumer’s prior express consent before the expiry of the withdrawal period and the Seller informed the Consumer before the contract was concluded that in such case the Consumer would lose the right to withdraw,
for the supply of goods or services whose price depends on fluctuations in the financial market beyond the Seller’s control and which may occur during the withdrawal period,
for the supply of alcoholic beverages which may only be delivered after 30 days and whose price depends on fluctuations in the financial market beyond the Seller’s control,
for the supply of goods made to the Consumer’s specifications or clearly personalised,
for the supply of goods liable to deteriorate rapidly, as well as goods which have been irreversibly mixed with other goods after delivery,
for repair or maintenance carried out at a place designated by the Consumer at the Consumer’s request; however, this does not apply to any additional repairs not expressly requested or to the supply of spare parts not expressly requested,
for the supply of goods in sealed packaging which the Consumer has removed from the packaging and which cannot be returned for hygiene reasons,
for the supply of audio or video recordings or computer software if the original packaging has been broken,
for the supply of newspapers, periodicals or magazines,
for accommodation, transport, catering or leisure services where the Seller provides such services on a specified date or within a specified period,
concluded by means of a public auction under the law governing public auctions, or
for the supply of digital content not supplied on a tangible medium, where such content has been supplied with the Consumer’s prior express consent before the expiry of the withdrawal period and the Seller informed the Consumer before the contract was concluded that in such case the Consumer would lose the right to withdraw.

Withdrawal

The Buyer may withdraw from the contract by completing and submitting the return form, available on request by email at hey@krunchly.com, or alternatively by email or by phone.

Returned goods must be unused, in their original condition, and include all tags and original packaging. Otherwise, the Seller is entitled to deduct from the refunded purchase price any costs incurred in restoring the goods to their original condition and/or any reduction in the value of the goods.

Complaints

The Buyer must send the goods subject to complaint to the Seller’s address together with a copy of the invoice/tax document and a completed complaint form. The goods must be in perfect condition and unopened; otherwise, the Seller is entitled to reject the complaint.

30-DAY SATISFACTION GUARANTEE – GENERAL TERMS

The 30-day customer satisfaction guarantee applies only to the first order and only to goods that are in perfect condition and unopened.