Returns and faulty items
Wrong size, changed your mind or something faulty? Find the right next step here.
From the day you receive your order. International orders are included.
What can we help with?
How it works
Have your details ready
You will need your order number and the email used at checkout. Both are in your order confirmation.
Complete the online form
Choose a return or a faulty-item claim and fill in the details. For a different size, choose a return.
Pack and send
For a return, follow the shipping instructions. For a faulty item, contact us to agree on the next steps before sending it.
Start your return or claim online
Choose an option below. The form will guide you through the next steps.
Prefer email? You can also arrange a return or report a faulty item at info@bjp-store.cz.
Good to know
When do I need to request and send my return?
As a consumer, you can let us know that you wish to cancel your purchase within 30 days of receiving the goods. Then send them back within 14 days of notifying us.
Faulty-item claims follow separate rules. The 30-day return period does not limit your rights for faulty goods.
When and how will I receive my refund?
We will refund you within 14 days of your cancellation notice, using the original payment method. We may wait until we receive the goods or proof that you have sent them back, whichever comes first.
If you return the whole order, we also refund the original delivery charge up to the cost of the cheapest delivery option we offered.
How should I prepare and pack my return?
You can try the item as you would in a shop. Return it with all accessories and pack it securely to prevent damage in transit. Include the original packaging if you still have it.
You are responsible for any loss in value caused by handling beyond what is needed to inspect and try the item. Some products are excluded from the right to return, such as sealed hygiene products once unsealed. See our terms and conditions for details.
Who pays for return shipping?
You cover the cost of sending an unwanted item back. For a valid faulty-item claim, you are entitled to reimbursement of reasonable, necessary costs. Please agree the shipping method with us before sending a faulty item.
Where do I send my return? Can I bring it in person?
Follow the shipping instructions in the online form. You can also return goods to BJP Store, Lazaretní 1/7, 615 00 Brno, Czechia. Include your order number so we can identify your parcel.
Our shop is open Monday to Friday, 10:00–18:00, and Saturday, 9:00–14:00. For a faulty item, contact us before sending it to agree on the next steps.
What if my item is faulty or arrives damaged?
Choose the claim option in the online form, describe the problem and add photos of the item and packaging if possible. These help us assess what happened. If you notice damage on delivery, take photos and, where possible, record it with the carrier.
We will resolve your claim within 30 days of submission unless we agree a longer period in writing. We will let you know the outcome.
Get in touch. We can help with returns and faulty items.