Withdrawal from the contract and complaints

This is an English translation provided for your convenience. The Czech version is legally binding.

These terms apply to purchases from the Silný Kafe online store, operated by Epic Motion s.r.o., Korunní 2569/108, 101 00 Prague 10, Czech Republic, Company ID 23832819, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 432998.

Withdrawal from the contract

1. 14-day period

If you buy as a consumer, you can withdraw from the contract without giving a reason within 14 days of receiving the goods.

2. What can be returned

Only unopened coffee in its original, undamaged packaging can be returned. Opened coffee cannot be returned because, for hygiene reasons, we cannot resell it.

3. How to withdraw

Email us at tady@silnykafe.shop stating that you are withdrawing from the contract, and include your order number. You may use the form below, but it is not required.

Send the goods back within 14 days of withdrawal to:
Lukas Lindner, Plánická 794/4, 339 01 Klatovy, Czech Republic

You bear the cost of returning the goods.

4. Refund

We will refund you within 14 days of withdrawal, including the original delivery cost (up to the value of the cheapest shipping method we offer). We can only refund you once the goods have arrived back with us. We refund using the same payment method you used, unless we agree otherwise.

5. Withdrawal form

To: tady@silnykafe.shop
Subject: Withdrawal from the contract

I hereby give notice that I withdraw from the contract for the purchase of the following goods:

• Order number:
• Order date / date of receipt:
• Full name:
• Address:
• Email:
• Bank account for the refund (if you did not pay by card):
• Date and signature (paper form only):

Complaints procedure

1. Liability for defects

We are responsible for ensuring that the coffee is free from defects on receipt — in particular that it matches the description in the online store, has the stated weight and comes in undamaged packaging.

Every bag of coffee is marked with a best-before date. Until that date, we are responsible for the coffee being fit for consumption when stored correctly.

2. What complaints do not cover

• defects caused by incorrect storage (moisture, heat, direct sunlight)
• opened coffee stored for more than 1 month after opening
• coffee past its best-before date
• taste that does not match personal preferences (the taste of coffee is subjective)
• a defect you were aware of and for which we reduced the price

3. Checking your parcel

When you receive your parcel, check that it is not damaged. If it is, record the damage with the carrier or refuse the delivery. This helps us resolve your complaint faster.

4. How to make a complaint

Email us at tady@silnykafe.shop and include:

• your order number
• which coffee the complaint concerns
• a description of the defect
• photos of the defect and the packaging (including the label with batch number and date)

We will confirm receipt of your complaint by email. If we need the coffee back, we will agree with you on how to send it. For justified complaints, we cover the shipping costs.

5. Resolving the complaint

We will resolve your complaint as soon as possible, and no later than 30 days after it is made, unless we agree on a longer period.

If the complaint is justified, you can choose:

• a replacement with new coffee of the same kind, or
• a refund, or a reasonable discount.

We refund within 14 days of resolving the complaint, using the same payment method you used, unless we agree otherwise.

We will inform you by email once the complaint has been resolved.

Out-of-court dispute resolution

If we cannot reach an agreement, you can contact the Czech Trade Inspection Authority (www.coi.cz), the body responsible for out-of-court resolution of consumer disputes.

These terms are valid from 7 October 2026.