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    Returns and complaints

    Returns and complaints – clearly and without stress

    We want shopping at Higarden to be safe and pleasant for you. If the goods do not suit you, you have the option to return them within 30 days. If a problem arises, we handle complaints quickly and fairly – we complete most cases before the statutory deadline.

    Quick return procedure

    1. Pack the goods undamaged, including the original packaging and accessories.
    2. Enclose the completed Goods Return Form.
    3. Place the goods into another box, pack them so that no damage occurs, and enclose the form.
    4. Send to the address:
      Higarden s.r.o. – Naarden Complaints Centre,
      Na Hůrce 1077/4a, 161 00 Praha
      Please do not send cash on delivery – we will not accept the parcel.
    5. Write to us at info@higarden.eu that you are sending the goods.

    For returning goods, you can also use the return button below:

    Return goods within 30 days


    If you wish to bring the goods in person, please return or hand them over for complaint handling at the address:
    Higarden s.r.o.
    Poděbradská 1099/166
    Praha 9 – Hloubětín
    198 00

    Quick complaint procedure

    1. Write to us at info@higarden.eu that you will be making a complaint.
    2. Enclose the Complaint Form and a copy of the invoice.
    3. Pack carefully so that the goods are not damaged.
    4. Send to the same address as for returns.
      Please do not send cash on delivery – we will not accept the parcel.

    Tip: If the parcel arrives damaged, inform us within 24 hours at info@higarden.eu and attach photographs.

    Detailed conditions – full wording

    Returns of goods

    Goods may be returned within 30 days of receipt of the parcel. The goods must be undamaged and must show no signs of use, including the original, undamaged packaging and all accessories or gifts.

    For the detailed return procedure, see the instructions above. The conditions for accepting a return form part of our terms and conditions.

    Complaints

    Most goods are covered by a 24-month warranty period. We usually handle complaints faster than the statutory 30 days.

    For the detailed complaint procedure, see the instructions above. The conditions for accepting a complaint form part of our terms and conditions.

    Complaints procedure

    1. It is essential to make a complaint without undue delay as soon as the defect appears. Any delay while continuing to use the goods may cause the defect to worsen and subsequently devalue the goods, which may be grounds for rejecting the complaint.

    2. Unless stated otherwise, the warranty period for the goods is 24 months and begins on the day the goods are received.

    3. The warranty period must not be confused with the service life of the goods, i.e. the period during which, when properly used and properly cared for, including maintenance, the goods may last in view of their properties, intended purpose and differences in the intensity of use.

    4. If, after receiving the goods, the buyer finds that the goods do not correspond to the ordered goods or if the goods show a defect, the buyer must inform the seller of this fact immediately by e-mail or by telephone, no later than 5 days after receipt of the goods.

    5. If a fault occurs in the purchased goods, the customer has the right to make a complaint about this defect.

    6. A defect means a change in the properties of the goods caused by the use of unsuitable or poor-quality material, failure to comply with the manufacturing technology, or an unsuitable design solution.

    7. A change in the properties of the goods that arises during the warranty period as a result of wear and tear, improper use, insufficient or unsuitable maintenance, natural changes in the materials from which the goods are made, any damage caused by the user or a third party, or any other improper intervention cannot be considered a defect.

    8. A complaint is deemed to have been properly made if the goods complained of are complete and general hygiene principles do not prevent the complaint. The customer is obliged to present the goods complained of cleaned, free of all dirt and hygienically safe. Higarden s.r.o. is entitled to refuse to accept goods for complaint handling if they do not comply with the above general hygiene principles.

    9. The complaint, including the removal of the defect, will be handled without undue delay, no later than 30 days from the date of submission. The authorised employee may agree a longer period with the customer in justified cases.

    10. The customer submits a complaint by sending the goods together with the completed complaint form and a copy of the proof of purchase of the goods (invoice) to the address: Higarden s.r.o., Na Hůrce 1077/4a, 161 00 Praha 6.

    Damage to the parcel during transport

    Very exceptionally, the carrier may damage the parcel or it may arrive incomplete. To process compensation, it is necessary that you inform us of the damage within 24 hours of receipt at info@higarden.eu and attach photographs. We will resolve the issue with the carrier and, in a justified case, compensate the damage.