Refund policy

Website: https://monarch-shop.eu
Last updated: 23.03.2026

This Refund Policy applies to purchases made via the online store at https://monarch-shop.eu, operated by Slomax Group s.r.o., Hlavní 28/20a, 362 63 Dalovice, Czech Republic, email: info@slomax.eu.
This Refund Policy should be read together with our Terms of Service, Shipping Policy, and Legal Notice. In the event of a conflict, mandatory consumer protection law shall prevail.

1. Scope of this Policy
1.1. This Refund Policy explains:
1.1.1. the consumer’s statutory right of withdrawal for distance sales
1.1.2. the conditions for returns
1.1.3. exclusions from returns and withdrawal
1.1.4. the procedure for returns and complaints
1.1.5. how refunds are processed
1.1.6. how damaged, defective, or incorrectly delivered goods are handled
1.2. This policy applies to physical goods sold through our online store. It does not apply to digital content or services unless expressly stated otherwise. The products offered are food products intended for human consumption.

2. Statutory Right of Withdrawal
2.1. If you are a consumer, you generally have the right to withdraw from your online purchase within 14 days without giving any reason.
2.2. The withdrawal period expires after 14 days from the day on which you, or a third party named by you who is not the carrier, acquire physical possession of the goods.
2.3. To exercise the right of withdrawal, you must inform us of your decision by a clear statement sent by email or post.
2.4. Contact for withdrawal notices and returns:
Slomax Group s.r.o.
Hlavní 28/20a
362 63 Dalovice
Czech Republic
Email: info@slomax.eu
2.5. You may use the model withdrawal form provided in our Terms of Service, but this is not mandatory.
2.6. The right of withdrawal applies only where it is not excluded or limited by applicable law.

3. Return Window
3.1. Where a valid statutory withdrawal right exists, returned goods must be sent back without undue delay and no later than 14 days from the date on which you informed us that you are withdrawing from the contract.
3.2. We do not currently offer an extended voluntary return period beyond the statutory withdrawal period.

4. Condition of Returned Goods
4.1. To be eligible for return where withdrawal is legally available, goods must be returned in a condition suitable for resale, except where handling was necessary to assess their nature, characteristics, and functioning.
4.2. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

5. Exclusions from the Right of Withdrawal
5.1. The right of withdrawal does not apply in the cases permitted by applicable law, including in particular:
5.1.1. goods that are liable to deteriorate or expire rapidly
5.1.2. sealed goods that are not suitable for return for reasons of health protection or hygiene if they were unsealed after delivery
5.1.3. goods made to the consumer’s specifications or clearly personalised, if such products are ever offered
5.1.4. other statutory exceptions under applicable law
5.2. In particular, for food products, the right of withdrawal is excluded once the sealed packaging has been opened after delivery, due to health protection and hygiene reasons.

6. Return Shipping Costs
6.1. The direct cost of returning goods under the right of withdrawal shall be borne by the Customer, unless mandatory law provides otherwise or the return is due to a defect, damage, or incorrect delivery.

7. Return Procedure
7.1. To ensure efficient processing, please follow this return procedure:
7.1.1. Contact us at info@slomax.eu before sending the goods back.
7.1.2. Provide your order number, the name of the product, and the reason for the return.
7.1.3. Where relevant, provide photographs of the product, packaging, delivery label, or visible damage.
7.1.4. Wait for our return instructions and, where applicable, a return reference or RMA number.
7.1.5. Send the goods to the return address provided by us, including the return reference if one is issued.
7.2. Returns sent without prior contact or without sufficient identification may be delayed or refused to the extent permitted by law.

8. Return Address
8.1. Unless we instruct otherwise for a specific case, returns should be sent to:
Slomax Group s.r.o.
Hlavní 28/20a
362 63 Dalovice
Czech Republic
8.2. We reserve the right to provide a different operational return instruction in justified cases, for example to speed up claim handling or route the return appropriately.

9. Refund Method and Timing
9.1. If a refund is due, it will be made using the original payment method used for the purchase, unless otherwise agreed.
9.2. For valid withdrawal cases, refunds are made without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. However, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
9.3. Unless mandatory law requires otherwise, refund amounts cover:
9.3.1. the purchase price of the returned goods
9.3.2. standard outbound delivery charges where legally required in a withdrawal case
9.4. Refunds do not cover:
9.4.1. extra costs resulting from the customer’s choice of a more expensive delivery method than the standard delivery option offered by us
9.4.2. return shipping costs in standard withdrawal cases where those costs are allocated to the customer and this was disclosed before purchase
9.5. Refunds may be reduced where permitted by law if the value of the returned goods has diminished due to handling beyond what is necessary.

10. No Exchange Policy
10.1. We do not offer direct exchanges.
10.2. If you wish to receive a different product, you should request and complete a return where legally available, and place a new order separately. This helps keep payment, stock, and refund handling transparent.

11. Damaged, Defective, or Incorrectly Delivered Goods
11.1. If you receive goods that are: damaged in transit, defective, incomplete or incorrect compared with your order, please contact us at info@slomax.eu as soon as possible and provide:
11.1.1. your order number
11.1.2. a description of the issue
11.1.3. clear photographs of the product, packaging, and shipping label where applicable
11.2. Where a defect or delivery error is confirmed, we may, as appropriate and subject to applicable law:
11.2.1. replace the goods
11.2.2. refund the affected goods
11.2.3. offer another legally appropriate remedy
11.3. The Customer is encouraged to report any visible damage or delivery issues as soon as possible after receipt of the goods.

12. Statutory Defect Rights / Legal Guarantee
12.1. This Refund Policy does not limit your statutory rights in relation to defective goods.

13. Food Products and Product-Specific Limitations
13.1. Customers are responsible for reviewing product information, including ingredients, allergens, storage conditions, and best-before dates prior to consumption.
13.2. Food products that have been opened after delivery are generally not eligible for return where the right of withdrawal is excluded by law for health protection or hygiene reasons.
13.3. Products with limited shelf life or that are liable to deteriorate rapidly may be excluded from withdrawal rights as permitted by applicable law.
13.4. Personal taste preferences or subjective dissatisfaction do not constitute a defect.

14. Subscription Orders
14.1. Certain products may be sold on a recurring monthly subscription basis.
14.2. For subscription orders:
14.2.1. each recurring order is treated as a separate order created under the subscription arrangement
14.2.2. return and withdrawal rights are assessed separately for each delivered recurring order under applicable law
14.2.3. food-product exclusions and opened-sealed-product exclusions apply equally to subscription deliveries where relevant
14.2.4. any refund for a valid claim relates only to the affected order or legally refundable amount, unless applicable law requires otherwise
14.3. This policy does not replace the need for separate subscription terms or disclosures in the checkout and customer portal.
14.4. The Customer is responsible for managing subscription settings, including cancellation, in accordance with the applicable subscription terms.

15. Returns Not Accepted
15.1. We may refuse or reduce a refund to the extent legally permitted where:
15.1.1. the returned goods are excluded from withdrawal under law
15.1.2. the returned goods have been opened, consumed, damaged, or materially altered beyond permitted inspection
15.1.3. the goods are returned without sufficient information and cannot be matched to an order
15.1.4. the claim relates only to subjective preference rather than a legal defect or valid withdrawal right
15.2. Returns that do not meet the conditions set out in this Policy may be rejected or partially refunded to the extent permitted by law.

16. Incorrect Address / Refused Parcel / Unclaimed Parcel
16.1. If a parcel is returned to us because the customer provided an incorrect or incomplete delivery address, refused delivery without legal justification, or failed to collect the parcel, we will review the case individually.
16.2. Where a refund is legally due, the Seller may deduct costs incurred as a result of the failed delivery to the extent permitted by law.

17. Chargebacks and Refund Abuse
17.1. If a customer initiates a payment dispute, chargeback, or reversal without first contacting us regarding a return, damage issue, or withdrawal request, we reserve the right to contest the chargeback and provide the relevant order, dispatch, and communication records to the payment provider, to the extent legally permissible.
17.2. The Seller reserves the right to suspend further transactions with customers who abuse refund or chargeback mechanisms.

18. How to Contact Us
For returns, withdrawal requests, defective-product claims, or refund questions, please contact:
Email: info@slomax.eu
Return address: Hlavní 28/20a, 362 63 Dalovice, Czech Republic
Phone: +420 720 071 920

19. Mandatory Rights Remain Unaffected
19.1. Nothing in this Refund Policy excludes or limits any mandatory rights granted to consumers under applicable law. In particular, mandatory consumer protection provisions of the consumer’s country of habitual residence remain unaffected where they apply.