TEST – Exchanges | Returns | Claims
Where was your order delivered?
Choose the delivery country to see the terms that apply to your order.
Need help? Contact us
What would you like to do?
1ExchangeI want a different size, colour or style
For a free exchange, the order must have an active MÉNAGE.cz account using the same email address as the order. You can register after placing your order.
Once availability is confirmed, we will arrange the exchange through our designated carrier network. Without registration, you pay the exchange shipping costs yourself.
We will first confirm availability, the shipping method and its cost. A free exchange is not automatic, even if you are registered.
Contact us within 14 days of receiving the goods. Include your order number and the variant you want. Send the goods only after we have agreed on the process.
Which goods can be exchanged?
For this voluntary service, the goods should be unused, undamaged and fit for resale. If the variant you want is unavailable, you can make a standard return. Asking about an exchange does not extend the withdrawal period.
21ReturnsI want to return goods for a refund
For a free return, the order must have an active MÉNAGE.cz account using the same email address as the order. You can register after placing your order.
You may withdraw from the contract within 14 days of receiving the goods, without giving a reason.
Tell us by email that you wish to withdraw. Include your order number and the items you are returning.
First, tell us by email that you wish to withdraw. We will send you return instructions and a return number.
You pay for return shipping; choose a tracked service. On the carrier customs form, state “returned goods / customer return”. Do not mark the parcel as a gift or declare a zero value.
Include our return instructions and a copy of your order confirmation in the parcel.
Step 2: enter your order number
We will email you a secure link. There you can choose the items and submit your withdrawal.
Use the shipping method we specify in the instructions we send you. Without registration, you pay for an ordinary return yourself.
Where and how do I send the parcel?
For free returns by registered customers in Czechia and Slovakia we will send shipping instructions after you notify us of your withdrawal.
If you pay for the shipping yourself, use this address:
You choose and pay for the return shipping yourself. Send the parcel to:
MENAGE.CZNeumannova 519/19a
602 00 Brno
Czech Republic
We recommend an economical tracked service. Keep proof of postage. Do not send parcels cash on delivery or to a collection point unless we agree to it in advance.
We recommend an economical tracked service. Keep proof of postage. Do not send parcels cash on delivery or to a collection point.
You do not need to include a paper withdrawal form. Label the parcel and prepare any shipping label according to the carrier instructions.
You may inspect and try the goods to the extent needed to establish their nature, characteristics and functioning. You may be responsible for any loss in value caused by handling beyond that extent. Pack the goods so they are not damaged in transit.
The statutory exceptions to withdrawal are set out in our terms and conditions.
When and how will I receive my refund?
We refund you no later than 3 working days after receiving the return, using the original payment method unless we expressly agree otherwise.
If you return only part of the order and the remaining order value falls below the free-shipping threshold, we will deduct the cost of the shipping method originally selected from the refund.
We refund you no later than 3 working days after receiving the return, using the original payment method unless we expressly agree otherwise.
If you return only part of the order and the remaining order value falls below the free-shipping threshold, we will deduct the cost of the shipping method originally selected from the refund.
The link has not arrived or I want to withdraw by email
Check the email address used for the order and your spam folder. You can also notify us of withdrawal by email or another clear statement. State that you are withdrawing from the contract and identify the order and items being returned.
Neither the form nor registration is required. If the 14-day period is about to end, do not wait for the link; notify us of your withdrawal in another way.
What condition should the goods be in?
You may inspect and try the goods to the extent needed to establish their nature, characteristics and functioning. You may be responsible for any loss in value caused by handling beyond that extent. Pack the goods so they are not damaged in transit.
The statutory exceptions to withdrawal are set out in our terms and conditions.
32ClaimsThe goods are faulty or the wrong variant arrived
Provide your order number and describe the problem. Photos of the defect, product or label will help us assess it.
- 1.We will confirm receipt of your claim and make an initial assessment.
- 2.We will agree on a solution. If the goods need to be returned, we will send shipping instructions.
- 3.For a valid claim, we cover reasonable costs, including necessary shipping.
Do I need approval before making a claim?
No. We record your claim as soon as you make it; photos or prior approval are not required for us to accept it. Please contact us before sending the goods so we can agree on a suitable shipping method. We provide free return-shipping instructions after an initial assessment. This does not delay acceptance of your claim or limit your legal right to reimbursement of reasonable costs.
If the size you ordered arrived but does not fit, use an exchange or a return. For faulty goods, you may also exercise the statutory right of withdrawal if its conditions are met.