Start with the order, not a card number
Email marekkourimsky@gmail.com with the title, order reference, purchase channel and a brief explanation. Tell us whether you are withdrawing, reporting a defect or asking for technical help. Keep a copy. You do not need to use our template to exercise a statutory right.
A marketplace order must be identified as such; the marketplace’s payment and refund process may apply. This notice does not turn an external order into a direct Hushwick checkout order.
Changing your mind
For an eligible distance contract, a consumer normally has 14 days to withdraw without giving a reason. For digital content not on a physical medium, this normally runs from the contract. If all legal conditions for immediate paid digital supply are met—including prior express consent, acknowledgement and the required confirmation—the withdrawal right may end when supply begins. It does not disappear merely because a product is called digital.
For ordinary physical goods, the period normally runs from receipt. Notify us before the period expires and return the goods within 14 days of withdrawal. Where law permits, a goods refund may wait until return or proof of dispatch. You bear direct return postage only if that obligation was disclosed before purchase; a defect claim is different.
Where a withdrawal refund is due, we return the required payment within the statutory period, normally 14 days after withdrawal, using the original payment method unless another no-cost method is agreed. For goods this includes the price of the least expensive standard outward delivery offered. Statutory exceptions and permitted deductions for handling beyond necessary inspection apply only where lawful.
A file or item is not as promised
Tell us about an unreadable, missing, damaged or misdescribed file and the device/application used. We may first help you access the correct file or supply a corrected version. Your statutory remedies can include bringing the content into conformity, a proportionate price reduction or ending the contract when the legal conditions are met. Immediate-delivery consent does not remove these rights.
For one-off digital content under Czech consumer law, you may raise a defect that existed at supply and appears within two years. A defect appearing in the first year is presumed to have existed at supply unless the applicable exception or contrary proof applies. Necessary updates remain due for the period reasonably expected for the type and purpose of the content; a downloadable PDF is not a promise of unlimited new editions.
Digital-content complaints must be resolved within a reasonable time, considering the nature and intended purpose of the content, and without significant inconvenience. For Czech consumer complaints about physical goods, the usual statutory maximum is 30 days unless a longer period is agreed. We do not incorrectly apply the goods deadline as the legal rule for all digital content.
We provide acknowledgement of a complaint and its resolution as required. Do not send a printed item before the correct return address and method have been confirmed. This helps route the parcel and does not make a timely complaint or withdrawal depend on prior permission.
If we cannot resolve it together
Consumers may use the Czech Trade Inspection Authority ADR route for disputes within its competence, after trying to resolve the matter with the seller. Relevant evidence includes the order and correspondence. This does not prevent court action.