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SENTORA

Complaints Procedure and Withdrawal from the Contract

This complaints procedure is an integral part of the terms and conditions and governs the procedure for withdrawing from the contract and for asserting rights arising from defective performance (a complaint). It is based in particular on Section 1810 et seq., Section 1820 et seq. and Sections 2161–2174b of Act No. 89/2012 Coll., the Civil Code (the „CC“), and on Act No. 634/1992 Coll., on Consumer Protection (the „CPA“).

Part A: Withdrawal from the contract within 14 days

1. Right and deadline

As a consumer, you may withdraw from the purchase contract without giving a reason within 14 days of receiving the goods (for a delivery split into several parts, from the day of receiving the last part). The deadline is met if you send the withdrawal during its course.

2. When withdrawal is not possible (exceptions under Section 1837 CC)

  • A perfume whose seal you have broken (Section 1837(g) CC): goods supplied in closed packaging which you have removed from the packaging and which cannot be returned for hygiene reasons. This applies only to a perfume supplied in sealed packaging whose protective seal, film or cellophane you broke after receipt. A perfume whose packaging is intact can be returned.
  • A perfume from the configurator (Section 1837(d) CC): goods adapted to your wishes, that is a fragrance mixed to order according to your configuration.

These exceptions concern only the right to withdraw without giving a reason. Your rights arising from defective performance (a complaint under Part B) remain in full.

3. Step-by-step procedure

  1. Notify us of the withdrawal: by e-mail to info@sentora.one or in writing to the address of the registered office. Free text with the order number is sufficient; you may use the sample form from Art. VI of the terms and conditions. We will confirm receipt of the withdrawal without undue delay.
  2. Send the goods back within 14 days of withdrawal to the address: SENTORA ONE s.r.o., Barákova 561/79, Božkov, 326 00 Plzeň. Pack the goods carefully (glass!) and enclose the order number. We do not accept cash-on-delivery consignments. You bear the return shipping costs; the goods remain your responsibility until they reach us, so we recommend insuring the consignment.
  3. Refund within 14 days of withdrawal: we will return all funds received, including the delivery costs up to the amount of the cheapest delivery method offered, using the same payment method you paid with (to the card / via Apple Pay / Google Pay). We are not obliged to return the funds before we receive the returned goods, or before you prove that you have sent them.

You are liable for any reduction in the value of the goods resulting from handling them in a manner other than that necessary to become acquainted with their nature, characteristics and functionality; the refunded amount may be reduced by such a reduction in value.

Part B: Complaints (rights arising from defective performance)

1. What we are responsible for

We are responsible for ensuring that the goods have no defects upon receipt: they correspond to the agreed description, type, quantity, quality and other characteristics, are suitable for the usual purpose and correspond to the characteristics that are usual for goods of that kind (Section 2161 CC). You may raise a defect within two years of receipt. If a defect appears within one year of receipt, the goods are deemed to have been defective already upon receipt, unless the nature of the goods or the defect precludes this.

2. What we are not responsible for

  • wear or fading of the fragrance caused by improper storage (direct sunlight, a heat source, a humid bathroom) or by normal use over a longer period,
  • mechanical damage occurring after receipt (glass broken by a fall, etc.),
  • a defect for which a lower price was agreed and about which we gave notice,
  • deviations that result from the nature of hand-mixed goods, about which we gave notice.

Subjective dissatisfaction with the character of the fragrance (the scent „doesn’t suit“ you) is not a defect of the goods; here, withdrawal from the contract under Part A (for goods whose packaging is intact) and our smaller trial sizes of 5/10 ml serve the purpose.

3. How to make a complaint

  1. Write to info@sentora.one: state the order number, a description of the defect, how it manifests itself, and enclose photographs where possible. A complaint can also be made in writing at the address of the registered office.
  2. By arrangement, send the goods being claimed to the address: SENTORA ONE s.r.o., Barákova 561/79, Božkov, 326 00 Plzeň. Enclose a description of the defect and a contact.
  3. We will issue confirmation that a complaint has been made by e-mail immediately upon its assertion (Section 19(2) CPA): when you made the complaint, what its content is, what method of resolution you require and your contact.
  4. Resolution within 30 days of assertion, including remedying the defect; we will inform you of the resolution. The expiry of the deadline without a resolution means that you may withdraw from the contract or demand a reasonable discount (Section 19(3) CPA).

4. What rights you have (Sections 2169–2171 CC)

  • Remedying the defect: at your choice, delivery of a new item without a defect, or a repair, unless the chosen method is impossible or disproportionately costly compared with the other.
  • A reasonable discount or withdrawal from the contract, if: we refuse to remedy the defect or fail to remedy it in time, the defect appears repeatedly, is a material breach of the contract, or it is evident from our statement or the circumstances that the defect will not be remedied within a reasonable time or without significant difficulty for you.
  • Withdrawal is not possible if the defect of the goods is insignificant.

5. Costs of a complaint

If a complaint is justified, you are entitled to reimbursement of the reasonably incurred costs associated with making it (in particular postage in the usual amount); request reimbursement within one month after the expiry of the period for raising the defect and provide evidence of them (Section 1924 CC). In the case of an unjustified complaint, neither party is entitled to reimbursement of costs.

Part C: A consignment damaged by the carrier

Check the consignment upon receipt. If the packaging is visibly damaged, do not accept the consignment, or draw up a damage report with the carrier and inform us without delay (ideally with photographs of both the packaging and the contents). This will facilitate the resolution: we will handle the claims against the carrier for you.

Part D: Out-of-court dispute resolution

If you are not satisfied with the handling of your complaint, you can contact the body for the out-of-court resolution of disputes: the Czech Trade Inspection Authority, Štěpánská 796/44, 110 00 Praha 1, www.coi.cz. In a cross-border dispute, consumers residing in another EU member state, Iceland or Norway can also contact, free of charge, the European Consumer Centre in their country of residence (ECC-Net). Consumers residing outside these countries can use the procedure before the Czech Trade Inspection Authority, contact the consumer protection authority of their country of residence, or bring the dispute before the competent court.

This Complaints Procedure takes effect on 15 September 2026.