Returns and complaints

Not every purchase turns out quite as expected. At kaš-mi-daš, we want to make things as easy as possible for you. Whether you would like to return an order, report a faulty product or use one of our extra guarantees, you can find the right option below.

How can we help?

Returning an online purchase within 14 days

If you purchased goods from our online shop as a consumer, you generally have the right to withdraw from the purchase within 14 days of receiving the goods, without giving a reason. It is sufficient to send your notice of withdrawal within that period. This statutory right does not apply to purchases made directly in our physical shop or to certain exceptions provided by law.

1. Let us know you wish to withdraw. The easiest way is to use the online process below. You can also send your withdrawal notice to reklamace@kasmidas.cz or notify us by another verifiable method.
2. Return the goods. Send the goods to our shop address below, or hand them in at the shop, within 14 days of notifying us of your withdrawal. Please return them clean and, where possible, in their original packaging.
3. Receive your refund. We will refund the price of the returned goods and, if you return the entire order, the original delivery charge up to the cost of our least expensive standard delivery option. We will refund you within 14 days of withdrawal, but may wait until we receive the goods or proof that you have sent them back. You are responsible for the cost of return shipping.

You are liable for any reduction in the value of the goods only if you have handled them beyond what is necessary to establish their nature, characteristics and functioning.

When does the right of withdrawal not apply? Examples may include goods personalised to your specifications, goods liable to deteriorate rapidly, or certain sealed goods that cannot be returned for hygiene reasons once unsealed, where the legal conditions for an exception are met. See our Terms and Conditions for details. Workshops booked for a specific date have separate cancellation rules.

kaš-mi-daš Satisfaction Guarantee: 30 days

We want you to choose stationery that makes you happy. That is why registered customers can benefit from our voluntary 30-day Satisfaction Guarantee on products purchased from us. If a product is not right for you, contact us within 30 days of purchase and we will credit its price to your customer account as store credit, without unnecessary questions. You can use the credit for a future purchase online or in our physical shop.

Simply email reklamace@kasmidas.cz with the product details and the email address associated with your customer account. For more information, see our Satisfaction Guarantee page.

Important: This additional benefit is different from the statutory 14-day withdrawal right for online purchases. Under the statutory right, eligible customers receive a refund, not compulsory store credit. Our Satisfaction Guarantee does not limit your legal rights.

Faulty products: complaints and claims

If a product is faulty, please get in touch. Under the applicable consumer rules, you may report a defect that becomes apparent within 24 months of receiving the goods, subject to the conditions provided by law. Normal wear and tear is not, in itself, a defect.

What happens after you submit your claim?

1. We will confirm receipt of your claim by email. Under our current Terms and Conditions, we will also send you confirmation of the date received and the expected time needed to resolve the matter within three days of receiving the complaint.
2. Depending on the defect, we will contact you to arrange any necessary inspection or return of the product. You do not need to send it before discussing the procedure with us.
3. We will handle the complaint without undue delay, and for consumers no later than 30 days after it has been made, unless we agree on a longer period with you. We will notify you of the outcome.

Depending on the circumstances and applicable law, the remedy may be repair, replacement, a reasonable price reduction or a refund. Where a complaint is justified, you may also be entitled to reimbursement of reasonably incurred costs. Further details, including a printable form should you prefer one, are available in our Terms and Conditions. You do not need a paper form to make a complaint.

Lifetime Guarantee on inks

Ink should be a pleasure to use every time. That is why we offer a voluntary Lifetime Guarantee on inks purchased from kaš-mi-daš, including ready-made inks and inks individually mixed by us.

If you experience a quality issue at any time, for example with the ink's colour or consistency, email reklamace@kasmidas.cz. We will replace the ink or refund your money. Read more about our Lifetime Ink Guarantee.

Cancelling a workshop booking

Workshops and courses held on a specific date are subject to separate cancellation rules. If you cancel by email to info@kasmidas.cz at least 48 hours before the workshop begins, we will refund the full price paid. If you cancel less than 48 hours beforehand or do not attend, our Terms and Conditions do not provide for a refund. By prior agreement, it may be possible to transfer your place to someone else. If we cancel a workshop, we will offer another date or a full refund.

Where to return goods and how to contact us

kaš-mi-daš – physical shop
Janovského 33
170 00 Prague 7
Czech Republic

Complaints, returns and guarantees: reklamace@kasmidas.cz
Other questions and workshops: info@kasmidas.cz
Phone: +420 776 344 600

If you are not sure which option applies to your situation, just get in touch. We will be happy to help.

Full legal provisions are available in our Terms and Conditions. Our voluntary guarantees do not replace or restrict your statutory consumer rights.