Your rights
Returns and complaints.
Want to return an item or report a defect? Do it here, simply and online.
We want you to be happy. Below are two paths: returning goods (withdrawal from the contract within 14 days without a reason) and a complaint about a defective or damaged item. Whenever you are unsure, write to us at eshop@collalloc.com.
How to return goods
- 1
Fill in the form
Click "Withdraw from contract", enter your order number and email, and pick the products you are returning. You will immediately get a receipt confirmation with the date and time.
- 2
Pack the goods
Ideally in the original packaging, complete and undamaged. Add your order number or invoice to the parcel so we can match it easily.
- 3
Send it to our address
Send the parcel to the address below. The cost of returning the goods is borne by the buyer (unless it is a complaint about our fault). We recommend insuring the parcel.
- 4
We refund you
Within 14 days of receiving the withdrawal, using the same method you paid with. We may withhold the refund until we receive the goods back or you prove you have sent them.
Where to send the goods
Address for returns and complaints:
collallocDukelská třída 1562/57d614 00 BrnoCzech RepublicPhone: +420 737 933 889Complaint about a defective item
Write to eshop@collalloc.com with your order number, a description of the defect and ideally a photo. We will get back to you as soon as possible with the next steps.
We handle complaints within 30 days. Depending on the defect, you are entitled to a free repair, replacement, a reasonable discount, or a refund.
Frequently asked questions
Returns, complaints and refunds in a nutshell.
By when can I return goods?
As a consumer you have 14 days from receiving the goods to withdraw from the contract without giving a reason. The period runs from the moment you take delivery. You start the return online through the "Withdraw from contract" form and we confirm receipt by email.
Who pays for return shipping?
The cost of returning goods when withdrawing from the contract is borne by the buyer. For a complaint, that is a defect or our error, we cover the shipping. We recommend sending the parcel as registered or insured so it does not get lost.
What condition must the goods be in?
Ideally unused, complete and in the original packaging. Food supplements with a protective seal cannot be returned once unsealed, for hygiene reasons. If you are unsure, write to us first at eshop@collalloc.com.
When do I get my money back?
We refund within 14 days of receiving the withdrawal, using the same method you paid with. We may withhold the refund until we receive the goods back, or until you prove you have sent them to us.
How do I claim a defective item?
Write to eshop@collalloc.com with your order number, a description of the defect and ideally a photo. We handle complaints within 30 days and, depending on the defect, you are entitled to a repair, replacement, discount or refund.
Need a hand? Write to us at eshop@collalloc.com and we will gladly help.
