Returns & claims

How to return (within 14 days)

Doesn't fit? No problem.
You can return goods purchased online without giving a reason within 14 days of receiving the package.

You can try on the t-shirt at home just like in a brick-and-mortar store 🩷 Please do not wear it outside or wash it.
If the goods are dirty or visibly worn, their value may be reduced upon return.

How to proceed:

You have 2 options:

A) Fill out the form

1. Download the Withdrawal Form (PDF).
2. Send it by email to hi@luvsis.cz or enclose it in the package.
   

B) Or just send us an email
To hi@luvsis.cz, write:

• order number
• delivery/receipt date
• name of the returned goods
• bank account number for refund
• contact: name + phone number

Then just:

1. Pack the goods (clean and securely; original bag is not required).
2. Send to the address:
   Luv Sis
   Na Harfě 916/9a
   190 00 Prague 9

Refunds

• We refund money no later than 14 days from the date of receiving the withdrawal information, usually sooner.
• Payments are refunded by the same method as the original payment, unless otherwise agreed.
• Shipping to you is refunded when the entire order is returned.
• If you return only part of the order, shipping is not refunded.
• Return shipping costs are borne by the customer.

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How to claim (when something is wrong)

It happens. If the goods are faulty, you can claim them.

How to proceed:

1. Write to us at: hi@luvsis.cz
2. In the message, state:
    – order number
    – name of the returned goods
    – description of the defect
    – photo of the defect
3. We will contact you regarding how to proceed.
    Sometimes it's necessary to send the goods, sometimes photos are enough :)

Time limits

We process claims within 30 days at the latest, usually faster.
If the claim is approved, you can choose:

– repair,
– a new item,
– or a refund.

Claims are made:

By email: hi@luvsis.cz
Or if necessary - by subsequent delivery of goods to the address:

Luv Sis – Claims
Na Harfě 916/9a
Prague 9, 190 00

Goods must be sent clean and hygienically safe.

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If you don't find the answer to your question, check out the Frequently Asked Questions (FAQ) or feel free to write to us - we'll be happy to help you 🩷

Instructions on withdrawal from the contract (download).

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CLAIMS POLICY – Luv Sis

This claims policy regulates the procedure for exercising rights arising from defective performance (claims) for goods purchased through the Luv Sis e-shop.

1) Seller

Agáta Zídková (Luv Sis)
Company ID: 01415620
Registered office: Na Harfě 916/9a, Prague 9, 190 00

and

Barbora Stříhavková (Luv Sis)
Company ID: 04719239
Registered office: Na Harfě 916/9a, Prague 9, 190 00

(hereinafter jointly referred to as "the seller")

Email for communication: hi@luvsis.cz

2) Warranty and liability for defects

The seller is responsible to the buyer that the goods upon receipt:

• correspond to the agreed description
• are suitable for the purpose for which goods of this type are usually used
• are in the appropriate quantity, measure, or weight
• correspond in quality and design

A statutory warranty period of 24 months is provided for the goods, unless otherwise stated for specific goods.

The warranty period begins on the day the buyer receives the goods.

3) What is not a defect in goods (textile specifics)

A change in appearance is not considered a defect in goods if it occurs due to:

• normal wear and washing
• color fading due to washing, sun, or chemicals
• pilling caused by friction or normal use
• the goods are mechanically damaged (e.g., torn, ripped, stained)
• original labels or tags with care instructions are removed
• the goods are used contrary to recommended care

For textiles, the care symbols on the product label must be observed. Damage caused by improper care is not a reason for a claim.

4) What cannot be claimed

Specifically, the following cannot be claimed:

• goods purchased at a discount due to a defect that was the reason for the discount
• goods with defects caused by the buyer
• goods worn out by normal use
• incorrectly chosen size (resolved by return within 14 days)

Incorrect size is not a defect; in such cases, withdrawal from the contract within 14 days can be used.

5) Filing a claim (how to proceed)

The buyer shall file a claim without undue delay as soon as they discover the defect.
The seller will confirm receipt of the claim to the buyer by email.

Claims are made:

By email: hi@luvsis.cz
and subsequent delivery of the goods to the address:

Luv Sis – Claims
Na Harfě 916/9a
Prague 9, 190 00

In the email, please include:

• order number
• description of the defect
• photo of the defect (if possible)
• name, contact email, and phone number
  

Goods must be sent clean and hygienically safe.

6) Method of handling claims

The seller will handle the claim without undue delay, no later than 30 days from its submission, unless otherwise agreed with the buyer on a longer period.

Depending on the nature of the defect, the buyer has the right to:

• repair of the goods, or
• exchange for new goods, or
• a reasonable discount from the price, or
• withdrawal from the contract (only in case of a substantial defect)

The buyer will be informed of the outcome of the claim by email.

7) Costs of claims

The costs of shipping the goods to the seller are borne by the buyer.
In the case of a legitimate claim, the buyer's costs will be reimbursed to a reasonable extent.
In the case of an unjustified claim, the costs are borne by the buyer.

8) Documentation and condition of goods

We recommend sending the goods:

• complete (components, accessories)
• with original labels (if the defect is not related to their removal)
• with a copy of the order (not mandatory, but will speed up the process)
  

Goods must not be sent Cash on Delivery – they will not be accepted.

9) Final Provisions

This claims policy is based on the provisions of Act No. 89/2012 Coll., the Civil Code.
The claims policy is publicly available on the Luv Sis e-shop website.

In case of a dispute between the seller and the buyer, the buyer may use out-of-court dispute resolution.
The subject of out-of-court resolution of consumer disputes is:

Czech Trade Inspection Authority
Štěpánská 15
120 00 Prague 2
www.coi.cz

For questions, please contact us at: hi@luvsis.cz