Refund policy

5. Withdrawal from the purchase contract

5.1. In principle, a consumer entering into a distance contract has the right to withdraw from the purchase contract without giving a reason within 14 days of receiving the goods; for items delivered separately, the start of the period is determined by law. This right may also be exercised before delivery. The statutory exceptions under Section 1837 of the Czech Civil Code apply.

5.2. The consumer may withdraw from the contract by sending an unambiguous notice to info@worldwine.cz or in writing to Extra Gastro s.r.o., Vikova 1223/4, 140 00 Prague 4. To meet the deadline, it is sufficient to send the notice before the period expires. A model withdrawal form is attached; its use is not mandatory.

5.3. The consumer must return the goods to Extra Gastro s.r.o., Vikova 1223/4, 140 00 Prague 4 without undue delay and no later than 14 days after withdrawal. The consumer bears the direct cost of returning the goods if properly informed of this in advance and unless the Seller has agreed to bear those costs. Glass bottles should be packaged securely. Original packaging is not a mandatory condition for withdrawal.

5.4. Subject to the conditions laid down by law, the consumer is liable for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning. An opened or partially consumed bottle may have a reduced value; any reduction is assessed individually. Opening a bottle does not automatically create an exception to the right of withdrawal or give rise to a flat-rate contractual penalty.

5.5. The Seller will refund payments received, including the cost of the least expensive standard delivery method offered, without undue delay and no later than 14 days after withdrawal. The refund will be made using the same means of payment unless the parties agree otherwise at no additional cost to the consumer. The Seller may withhold the refund until the goods or proof of their return have been received, whichever occurs first.

5.6. The right of withdrawal is excluded only in specific cases provided for by law. Ordinary wine is not automatically excluded from the right of withdrawal simply because it is alcohol. For alcohol, the special exception concerns only the legally defined cases involving an agreed price, delivery deferred beyond 30 days and a value dependent on independent market price fluctuations. Withdrawal without giving a reason is distinct from a complaint about defective goods.

5.7. If a free gift is provided subject to a purchase, withdrawal from the contract removes the legal basis for retaining it, provided that such a condition has been agreed in accordance with the law; the consumer must return it with the goods. This does not affect the consumer's statutory rights.

7. Rights relating to defective goods and complaints

7.1. The Buyer's rights relating to defective goods are governed by the Czech Civil Code, in particular Sections 2099 et seq. and, for consumers, Sections 2158 et seq., and by the Consumer Protection Act. The Seller is responsible for ensuring that the goods supplied are free from defects on receipt and have the agreed and normally expected characteristics.

7.2. A consumer may report a defect that existed on receipt and becomes apparent within two years of receipt, taking into account the nature of the goods and the defect. If a defect becomes apparent within one year of receipt, it is presumed to have existed on receipt unless the nature of the goods or defect rules this out. For food products, the applicable use-by date, shelf life and special legal rules are also taken into account.

7.3. Subject to statutory conditions, the Buyer is entitled in particular to have a defect remedied by repair or replacement where this is possible and proportionate for the goods concerned; in cases provided for by law, the Buyer is entitled to an appropriate price reduction or withdrawal from the contract. For wine, supplying a non-defective replacement is a particularly practical remedy.

7.4. The Buyer may submit a complaint by email to info@worldwine.cz, in writing or in person at the Seller's address at Vikova 1223/4, 140 00 Prague 4. It is advisable to provide the order number, a description of the defect and the requested remedy; the absence of original packaging or a receipt does not in itself prevent a complaint if the purchase can be proved in another way. A complaint is not deemed submitted only on the date the goods concerned are physically delivered. The Seller will issue an acknowledgement of the complaint and normally resolve it, including informing the Buyer, within 30 days unless the parties agree on a longer period. The Buyer must provide the cooperation necessary to assess the defect.

7.5. The Seller will issue an acknowledgement stating that a complaint has been submitted, its subject matter and the remedy requested, and will resolve it, including remedying the defect, without undue delay and no later than 30 days unless a longer period is expressly agreed with the consumer. The Seller will inform the consumer of the outcome and provide written reasons if the complaint is rejected.

7.6. When making a complaint about wine, the Buyer may describe in particular an undesirable smell or taste, a closure defect, cloudiness or another suspected defect. The Seller may reasonably request photographs and the opportunity for expert assessment of a retained sample. Opening the bottle or partially consuming its contents does not in itself prevent a complaint; full consumption may affect the available evidence depending on the circumstances but does not automatically extinguish statutory rights.

7.7. Where a complaint is justified, the consumer is also entitled, to the extent provided by law, to reimbursement of reasonable costs incurred in making it. In the event of a dispute, the statutory rules of evidence apply rather than an automatic transfer of the burden of proof to the Buyer.

7.8. If the Buyer complains that wine has spoiled or has another defect, the Seller will assess the complaint under applicable law. The Buyer may substantiate the alleged defect, for example by laboratory analysis or an expert opinion; such analysis is not, however, a mandatory condition for accepting a complaint. If it is established that the wine was defective on receipt, the Buyer is entitled to the statutory remedies for defective goods. Where the defect is material or other statutory conditions for withdrawal are met, the Buyer may request a refund of the relevant purchase price. Where a complaint is justified, the Buyer is also entitled to reimbursement of reasonable costs incurred, potentially including reasonable expert assessment or laboratory analysis costs where the statutory conditions for reimbursement are met. Opening or partially consuming a bottle does not in itself prevent a complaint.

Appendix – Model withdrawal form

I hereby give notice that I withdraw from the purchase contract for the following goods: __________________________

Order number: __________ Date ordered / received: __________

Consumer's full name: ___________________________________

Consumer's address: _____________________________________________

Email: ____________________ Date: ____________________________

To: Extra Gastro s.r.o., Vikova 1223/4, 140 00 Prague 4; email info@worldwine.cz. The consumer's signature is required only when submitting a paper form.