Refund policy

Summary

You can return goods without giving a reason. Let us know within 14 days of receipt that you are withdrawing from the contract. If you placed your order on or before 4 October 2026, you have 30 days.
You can withdraw using the Withdraw from contract form, by email, by letter or in person at our shop.
Send or bring the goods back to us within 14 days of your withdrawal. You pay the cost of returning the goods (postage), except for ease®opropyl and filled lighters. We do not charge any other fees.
We will refund your money within 14 days of your withdrawal by the same method you used to pay. If the goods have not reached us by then, we will wait for them or for proof that they have been sent.
You can make a complaint about faulty goods for 24 months from receipt. We will handle your complaint within 30 days of the date you make it.

This policy supplements our terms and conditions. Where this policy and the terms and conditions differ, whichever is more favourable to you applies.

Returns within 14 days (right of withdrawal)

As a consumer, you can withdraw from a contract concluded in our online shop within 14 days without giving a reason. This also applies to orders you collect in person from our shop.

The period runs from the moment you, or someone you designate (not the carrier), take receipt of the parcel. It is therefore not counted from the date of your order or the date of dispatch. The first day of the period is the day after receipt.
Example: if you receive the parcel on a Monday, you can send your withdrawal no later than the Monday two weeks later.
If the last day of the period falls on a Saturday, Sunday or public holiday, the deadline moves to the next working day.
Your withdrawal is in time if you send it no later than the last day of the period.
If we deliver your order in several parcels, the period runs from receipt of the last one.
You can also withdraw before you receive the goods.
You can withdraw from the whole order or only from some of its items.

Did you place your order on or before 4 October 2026? Then you have 30 days from receipt of the goods to withdraw. What matters is the day you placed your order. All other rules are the same.

How to withdraw

Any clear statement will do, for example “I withdraw from the contract for order no. …”. You do not have to give a reason. So that we can match your withdrawal quickly, please include your name and order number.

Online: on the Withdraw from contract page, enter your name, email and order number, check the details and submit them with the “Confirm withdrawal” button.
By email: to obchod@easeshop.cz.
By letter: to High & Focused s.r.o., Milady Horákové 391/47, 170 00 Praha 7.
In person: at our ease® Shop at the same address.

You can also use the model form below, but you do not have to. We will confirm receipt of your withdrawal by email.

How to return the goods

Send or bring the goods to us within 14 days of your withdrawal. It is enough to send them within this period.
Return address: High & Focused s.r.o., Milady Horákové 391/47, 170 00 Praha 7. You can return the goods in person at our shop at the same address (Monday to Friday 12:00–20:00, Saturday 15:00–20:00, Sunday closed).
You pay the cost of returning the goods (postage). If you bring the goods to our shop, you pay nothing. We do not charge any other fees, for example for processing the return.
We recommend returning the goods complete, with all accessories and ideally in the original packaging, and including your order number in the parcel. None of this is a condition of withdrawal. However, missing accessories or packaging may reduce the value of the goods (see Opened and tried-out goods).

ease®opropyl and filled lighters

Packeta (Zásilkovna) does not accept ease®opropyl (isopropyl alcohol) or filled lighters as return parcels because they are flammable. Please do not send them via Packeta, by post or with any other carrier. Bring them to our shop, or write to us at obchod@easeshop.cz and we will arrange their return at our expense. You can withdraw from the contract for these items in the same way as for any other goods.

Refunds

We will refund your money within 14 days of the day your withdrawal reaches us, by the same method you used to pay (card payments are refunded to the card). We will use a different method only if you agree and it does not cause you any additional costs.
Until the goods reach us or you send us proof that they have been sent (proof of postage or the tracking number), we may hold back the refund. We will send the money as soon as we receive one or the other.
You will get your money back fastest if you send us the tracking number once you have sent the parcel.
We also refund the delivery costs, up to the price of the cheapest delivery method we offer to your country. Collection in person from our shop does not count as the cheapest method.

Example: for delivery to the Czech Republic you chose a courier for 169 CZK. The cheapest delivery of the same parcel is Packeta to a pick-up point for 129 CZK, so we refund 129 CZK for delivery. For Slovakia, we refund the price of delivery to a Packeta pick-up point. To Poland, Austria, Hungary, Germany, Italy and Spain we offer only one delivery method, so we refund the full delivery price you paid. You can find delivery prices in our shipping policy.

Opened and tried-out goods

You may handle the goods in the way you would examine and try them out in a shop. If you use them beyond that, you are liable for any reduction in their value (§ 1833 of the Czech Civil Code). For example:

switching a vaporiser on while empty is fine, but a vaporiser used with concentrate has to be cleaned and may no longer be sellable as new;
you can try clothing on, but worn clothing or clothing without its tags loses value.

We will quantify any reduction in value and provide evidence of it, for example photographs and a breakdown of the cleaning costs. We may deduct this documented amount from your refund. We will refund the rest within the period stated above.

When you cannot withdraw from the contract

You cannot withdraw from the contract for goods in packaging sealed for hygiene or health reasons if you have broken the seal (§ 1837(g) of the Czech Civil Code). This applies only to goods for which we expressly state this in the product description. As long as you have not broken the seal, you can withdraw as with any other goods.

We do not apply any other exceptions. You can also withdraw from a purchase of discounted goods.

Gift cards

You can withdraw from the purchase of a gift card within 14 days of the date of purchase. We will refund the money to the same payment method and cancel the card. If you have already partly used the card, we will refund the unused balance.

Model withdrawal form

Complete and send us this form only if you wish to withdraw from the contract.

To: High & Focused s.r.o., Milady Horákové 391/47, 170 00 Praha 7, obchod@easeshop.cz
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods: …
Order number: …
Ordered on (*)/received on (*): …
Name of consumer(s): …
Address of consumer(s): …
Signature of consumer(s) (only if this form is sent on paper): …
Date: …

(*) Delete as appropriate or fill in the details.

Complaints about faulty goods

We are liable for defects in the goods for 24 months from receipt (legal guarantee).
If a defect appears within 1 year of receipt, it is presumed that the goods already had it when you received them. If we claim otherwise, it is up to us to prove it. The only exception is where the nature of the goods or of the defect rules this out.
These periods apply unless the law of your country of residence sets a longer period.

How to make a complaint

By email to obchod@easeshop.cz, in person at our shop, or by post to High & Focused s.r.o., Milady Horákové 391/47, 170 00 Praha 7.
Describe the defect, give your order number and tell us which remedy you are requesting.
We pay the postage for sending faulty goods to us. Send the goods as a standard parcel and email us the receipt for the postage you paid; we will reimburse you.
Do not send faulty ease®opropyl or a faulty filled lighter. Write to us and we will arrange its return at our expense.
You make a complaint about goods damaged in transit in the same way.

What you can ask for

You can choose repair or replacement with new goods. We can refuse your choice only if it is impossible or disproportionately costly compared with the other option.

You can ask for a reasonable price reduction or a refund (withdrawal from the contract because of the defect) if:

we refuse to remedy the defect,
we do not remedy the defect properly and in time,
the defect recurs,
the defect constitutes a material breach of the contract,
it is clear that we will not remedy the defect in time or without significant inconvenience to you.

How we handle complaints

When you make a complaint, we will send you a confirmation stating the date it was made, the content of the complaint, the remedy you requested and your contact details.
We will handle the complaint within 30 days of the date it was made, unless we agree on a longer period.
Once the complaint has been handled, we will send you a confirmation stating the date and the outcome, for a repair also how long it took, or, where applicable, a written justification of the rejection.

Out-of-court dispute resolution

If we cannot resolve a dispute by agreement, you can submit a proposal for out-of-court dispute resolution to the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI), Central Inspectorate, Gorazdova 1969/24, 120 00 Praha 2, coi.gov.cz/informace-o-adr. Customers from other EU countries can get help from the European Consumer Centre Czech Republic, www.evropskyspotrebitel.cz.

Contact

Email obchod@easeshop.cz, phone +420 607 472 643. Our shop: ease® Shop, Milady Horákové 391/47, 170 00 Praha 7; Monday to Friday 12:00–20:00, Saturday 15:00–20:00, Sunday closed.

Effective from 5 October 2026.

Operator: High & Focused s.r.o., company ID (IČO) 08643431, Milady Horákové 391/47, 170 00 Praha 7.