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Return & Refund Policy

Last updated: 16 July 2026

This Policy applies to purchases from The False Archive and supplements the Terms & Conditions. It distinguishes between statutory withdrawal, defective or non-conforming products, and discretionary change-of-mind requests. Mandatory rights always prevail.

1. Contact us before returning anything

Email hovorka.marek@email.cz and include your order number. Do not return a product to Printful, a production facility, the sender address on the parcel, or the Seller’s registered address unless we authorise that exact return destination in writing. Return addresses vary according to product and fulfilment location.

2. EU and EEA statutory right of withdrawal

Unless a statutory exception applies, an EU or EEA consumer may withdraw from an online purchase without giving a reason within 14 days after the day on which the consumer, or a person designated by the consumer other than the carrier, receives the product.

For products from one order delivered separately, the period generally begins after receipt of the last product or lot. The withdrawal deadline is met if the consumer sends a clear withdrawal statement before the period expires.

The consumer may use the Website’s Withdrawal Form or send any unequivocal statement to hovorka.marek@email.cz. Use of the model form is optional.

3. Print-on-demand does not automatically remove withdrawal rights

A standard catalogue product does not lose the statutory withdrawal right merely because it is printed, embroidered, or manufactured only after the order is placed.

4. Personalised products

To the extent permitted by applicable law, the withdrawal right does not apply to goods made to the consumer’s individual specifications or clearly personalised, such as a product containing customer-selected names, dates, numbers, photographs, wording, bespoke layout, or a design created or materially altered specifically for that customer.

The exception is not applied merely because a standard design is produced on demand.

5. Returning an eligible withdrawal

After sending the withdrawal notice, the consumer must return the product without undue delay and no later than 14 days after the notice. We will provide the authorised return address and any necessary reference.

The consumer bears the direct cost of returning a non-defective product following a statutory change-of-mind withdrawal unless we agree otherwise or failed to provide information that law requires us to provide.

Use suitable packaging and retain proof of dispatch. The consumer is responsible only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product, comparable to examining it in a physical shop. No restocking fee is charged for a valid statutory withdrawal.

6. Refund following withdrawal

We will refund eligible payments, including the cost of the least expensive standard outbound delivery method offered for the order, without undue delay and within the mandatory period after receiving the withdrawal notice.

We may withhold reimbursement until we receive the returned product or the consumer supplies evidence of dispatch, whichever occurs first. We do not have to refund the additional cost of an enhanced delivery method selected by the consumer.

Refunds are made to the original payment method unless expressly agreed otherwise. Stripe, banks, or card issuers may require additional processing time. Exchange-rate differences or fees independently imposed by a customer’s provider are outside our control.

7. Defective, damaged, incorrect, unsafe, or non-conforming products

If a product is defective, damaged in transit, materially misprinted, unsafe, incorrect, missing, or materially inconsistent with the product description or approved personalisation, contact us promptly at hovorka.marek@email.cz.

Please provide the order number, a description, and clear photographs of the full product, issue, packaging, shipping label, and product label. We may request reasonable additional evidence and may instruct you to retain, return, or safely dispose of the product.

For a valid claim, the available remedy may include repair, replacement, proportionate price reduction, or termination and refund, in the order and circumstances required by applicable law. We bear the reasonable necessary costs of a valid defect claim.

EU consumers generally benefit from a minimum two-year legal guarantee for lack of conformity. Czech consumer complaints must normally be completed within 30 calendar days unless the consumer agrees to a longer period.

8. Fulfilment-provider reporting periods

Our fulfilment provider applies its own merchant claim periods for damaged, defective, misprinted, or lost products. Customers are therefore asked to report visible problems as soon as reasonably possible so that we can pursue the fulfiller promptly.

Those operational periods govern our recovery from the fulfiller and do not shorten a consumer’s mandatory statutory rights against The False Archive.

9. Incorrect size, colour, address, or approved personalisation

Where the supplied product accurately follows the confirmed order, selecting the wrong size, colour, address, spelling, number, date, image, or other option is not a defect. An eligible consumer may still use a statutory withdrawal right for a standard non-personalised product within the applicable period. Genuinely personalised products may be excluded from change-of-mind withdrawal.

10. Normal variation, wear, and misuse

Reasonable production tolerances, screen-to-print colour differences, normal textile variation, ordinary wear, gradual fading, and damage caused by misuse, incorrect care, heat, chemicals, abrasion, impact, alteration, or failure to follow instructions are not defects unless the product materially fails to match a contractual promise.

11. Exchanges

We do not operate automatic direct exchanges. For an eligible change-of-mind withdrawal, return the original product and place a new order. For a confirmed defect or wrong product, we may arrange a replacement without requiring a new purchase.

12. Customers outside mandatory withdrawal regimes

Where the customer’s applicable law does not grant a mandatory change-of-mind right, standard products are not returnable solely because the customer no longer wants the item, expected a different non-contractual aesthetic result, or selected the wrong size or colour. We may approve a voluntary exception, but doing so does not create an ongoing obligation.

13. Lost, refused, unclaimed, and incorrectly addressed parcels

The customer must provide a complete and accurate delivery address and cooperate with customs and carrier procedures. If a parcel is returned, destroyed, or assessed charges because the customer supplied an incorrect address, refused delivery without a valid legal basis, failed to pay properly disclosed import charges, or failed to collect the parcel, we may deduct or require the reasonable actual costs of return, storage, customs, destruction, and reshipping to the extent permitted by law.

14. Fraud and abuse

We may reject claims supported by materially altered evidence, substitute-item returns, deliberate damage, repeated false non-delivery assertions, or other fraud. A chargeback is not a substitute for contacting us about withdrawal, defects, delivery, or a refund. We may provide relevant evidence to Stripe and the card issuer to contest an improper chargeback.