Complaints and returns of goods

This complaint procedure sets out the method and conditions for exercising rights arising from defective performance (complaints) of goods purchased through the online store mzdsiluet.com , which is operated by:

Seller:
Marina De Zulueta , a natural person doing business under the Trade Licensing Act
📍 Vačkařova 284, 251 01 Dobřejovice
📑 ID: 04837789
📞 +420 776 257 285
📧 info@mdzsiluet.com

Registered in the trade register kept by the Říčany Municipal Office.
👉 The seller is not a VAT payer.

The address for delivery of the claimed goods is the same as the company's registered office:
Vačkařova 284, 251 01 Dobřejovice

⚠️ Be careful when wearing for the first time

When you first try on shapewear , it may feel too tight, which can make it difficult to get dressed.
This feeling is completely normal and correct – underwear should fit tightly around the body to fulfill its function.

A quality compression material should be firm, but it should never press on you or cause pain .
We therefore recommend that you do the dressing carefully, without using excessive force.

📢 We do not exchange goods piece by piece.
If you are interested in a different size or product, please create a new order and return the original shapewear that you do not want to us.

1. What defects in goods are we liable for?

1.1. We are responsible for ensuring that the goods are delivered to you in the agreed quality, quantity and design, and that they are free from defects upon receipt.
1.2. We are also responsible for ensuring that the goods are suitable for normal use and correspond to our public statements (e.g. description or advertising).
1.3. We are not responsible for normal wear and tear resulting from use.

2. Warranty period

2.1. For new consumer goods, a complaint can be made within 24 months of receipt.
2.2. For used goods, this period is 12 months .
2.3. If a longer warranty period is specified for a specific product, this period applies.

3. Rights arising from defective performance

In the event of defective goods, you have the right in particular to:

  • repair of the goods or exchange for new ones , if possible,
  • withdrawal from the contract and refund of the purchase price in the event of a material breach of contract.

➡️ The right to withdraw from the contract does not arise if the defect is insignificant.

4. Limitation of the right to claim

A complaint cannot be accepted if:

  • the defect arose from improper use of the goods ,
  • the defect was caused by the buyer himself,
  • the warranty period has expired,
  • this is normal wear and tear (e.g. for textile goods during washing or wearing).

5. Claim procedure

5.1. Submit a complaint without undue delay after discovering the defect.
5.2. You can redeem it by email to: info@mdzsiluet.com
5.3. Please include in your email:
• description of the defect,
• order number,
• the requested method of settlement (repair, replacement, discount, withdrawal).
5.4. Send the goods to the seller's address in a clean and complete condition .
5.5. We will handle the complaint no later than 30 days from its submission, unless we agree otherwise.

6. Withdrawal from the contract within 14 days

In accordance with the law, the consumer has the right to withdraw from the contract within 14 days of receipt of the goods without giving any reason .
The goods must be returned undamaged, unworn and in their original packaging .

Return address:
Vačkařova 284, 251 01 Dobřejovice

📩 Please inform us of your withdrawal by email or via the form on the website.

7. Complaint form

To speed up the processing of your complaint, we recommend using the complaint form available on our website.
Please specify:

  • your contact details,
  • order number,
  • description of the defect,
  • the desired method of settlement.

The form is not mandatory, but it will facilitate communication and speed up the process .

These Complaints Procedures are valid and effective from 1 October 2025 .