Return conditions

PELEK Distribution s.r.o. for the sale of goods through the online shop pelek.at, under the name PELEK Distribution s.r.o.


Customer service

  1. Contact details: Email: info@pelek.at , telephone: +420 774 242 766

  2. Customer service availability.
    We provide customer service via the telephone number and email address indicated above on business days from 9:00 a.m. to 5:00 p.m.

  3. Processing time for your request or complaint.
    Your request will be processed within 2 working days (48 hours) processed; this period may be extended by weekends and public holidays in the Czech Republic.


Right of withdrawal from the purchase contract

  1. The consumer has the right to withdraw from the purchase contract without giving any reason within 14 days from the day on which you, or a third party designated by you who is not the carrier, take possession of the goods (or the last item, partial delivery, or part thereof, where the order concerns multiple items or partial deliveries), to withdraw.

  2. Where can you exercise your right?
    If you wish to withdraw from the contract, notify us through your user account.
    You can also contact us by email at info@pelek.at or by telephone at +420 774 242 766 contact us.
    Withdrawal may be made by any clear statement (e.g. by email).
    You may use the attached Model withdrawal form use it, but its use is not mandatory.

  3. Address for returning goods.
    The return label is normally available in your user account at pelek.at available.
    If the label was not provided, send the goods to the following address:
    PELEK Distribution s.r.o., Kirilovova 181, 739 21 Paskov, Czech Republic.
    Please contact us in advance at info@pelek.at or +420 774 242 766so that we can register your return and agree on the next steps.

  4. Withdrawal within the deadline.
    To meet the withdrawal deadline, it is sufficient to send the notification before the deadline expires.

  5. Further information about the return conditions can be found in our General Terms and Conditions.


Consequences of withdrawing from the purchase contract

  1. What happens if you withdraw from the contract?
    In the event of withdrawal from the contract, we will reimburse you without undue delay, and in any event no later than 14 days from the day on which we received notification of your withdrawal, all payments we have received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us).

  2. Refund.
    For the refund, we will use the same payment method that you used for the original transaction, unless we have expressly agreed otherwise.
    You will not be charged any fees for the refund.
    We may withhold the refund until we have received the returned goods or until you provide proof that you have sent the goods—whichever occurs first.

  3. Obligation to return the goods.
    You must return or hand over the goods without unnecessary delay, and no later than within 14 days return them or hand them over from the day on which you informed us of your withdrawal from the contract.
    The deadline is met if you dispatch the goods before the end of this period.

  4. Return shipping costs.
    The customer bears the direct return shipping costs.

    If the value of the returned product exceeds EUR 40 excluding shipping costs (from EUR 40.01), we will cover the return shipping costs.

    If the nature of the product makes normal postal shipment impossible, you must bear the costs yourself.

  5. Reduction in the product’s value.
    In the event of withdrawal, you are responsible for any reduction in the value of the returned goods resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functionality.
    If you return damaged or incomplete goods, we reserve the right to compensate for the damage according to the reduction in value, which we will deduct from the refunded amount.
    We assess each case individually and inform you of the result by email.

  6. Situations in which withdrawal from the contract is not possible.
    These cases are described in Article 3.6 of the General Terms and Conditions.


Model withdrawal form for the purchase contract

Seller’s identification: PELEK Distribution s.r.o.,
Registered office: Vlkova 532/8, 13000 Prague, Czech Republic,
VAT ID: 26719941
(If you wish to withdraw from the purchase contract, you may complete and return this form to us.)
— Return address: PELEK Distribution s.r.o., Kirilovova 181, 739 21 Paskov, Czech Republic,
info@pelek.at , +420 774 242 766
— I hereby notify you that I withdraw from the purchase contract for the following product / service:
— Ordered on / received on:
— Consumer’s name:
— Consumer’s address:
— Consumer’s signature (only if this form is sent in paper form):
— Date: