Refund Policy

Returns and complaints policy

This document sets out the conditions for returning goods and exercising rights from defective performance when buying from the Blastero e-shop. It is governed by Czech Act No. 89/2012 Coll., the Civil Code, and EU Directive 2011/83/EU on consumer rights.

1. Right to withdraw from the contract (14 days)

As a consumer you have the right, under § 1829 of the Civil Code, to withdraw from the purchase contract without giving a reason within 14 days of taking delivery of the goods. The deadline is met if you send the notice of withdrawal before it expires.

2. How to start a return

• Send an email to info@blastero.eu with the subject "Withdrawal from contract".
• Include your order number, purchase date, and a list of the items being returned.
• You will receive a confirmation and instructions for sending the parcel back.
• Send the goods within 14 days of giving notice of withdrawal at the latest.

3. Condition of returned goods

Returned goods must be:

• in their original, undamaged packaging,
• unused, complete, with all parts and accessories,
• free from any signs of mechanical damage or wear beyond what is necessary to inspect the item.

The consumer is liable for any reduction in the value of the goods caused by handling them beyond what is necessary to assess their nature and characteristics.

4. Return costs

The buyer bears the cost of returning the goods, except in the cases covered by article 6 (defective or damaged goods). We recommend insuring the parcel; we are not liable for loss or damage in transit back to us if the parcel was not insured.

5. Refund of the purchase price

We will refund the purchase price within 14 days of the returned goods arriving with us, using the same payment method as the original transaction, unless otherwise agreed. Refunds of the original shipping cost are limited to the cheapest standard option we offer.

6. Defective or damaged goods on delivery

If goods arrive defective, damaged, or incomplete, contact us as soon as possible — at the latest within 14 days of receiving the parcel — at info@blastero.eu, providing:

• your order number;
• a description of the defect or damage;
• photos of the goods and packaging where the issue is visible.

In valid cases we will arrange a replacement or repair at our cost, or a refund of the purchase price. The seller bears the cost of returning defective goods.

Note: minor damage to the outer packaging (the shipping carton) that hasn't affected the product inside does not on its own constitute grounds for replacement.

7. Returns of items from a bundle

If the goods are part of a discounted bundle (e.g. "Complete the kit" − 10%), the following rules apply to returns:

• When the entire bundle is returned, the full paid amount is refunded.
• When only part of the bundle is returned, the settlement is recalculated against the current price list without the bundle discount, since the discount was conditional on buying the complete set. The refund is reduced by the corresponding difference.

8. Goods excluded from the right to withdraw

• Opened consumables — used gel balls, soiled or damaged protective goggles, and other hygienically sensitive items whose protective seal has been broken.
• Goods customised to the buyer's specifications.
• Gift vouchers (except for non-delivery).

9. Statutory liability for defects (24-month statutory warranty)

The seller is liable to the consumer-buyer for defects that exist at the time of taking delivery, and for defects that appear within the statutory period of 24 months from delivery, to the extent set out in the Czech Civil Code and EU Directive 2019/771. This liability cannot validly be waived.

The consumer's rights from defective performance include:

• the right to repair of the defect;
• the right to replacement of the goods;
• the right to a reasonable discount on the purchase price;
• the right to withdraw from the contract in case of a material defect or repeated occurrence of the same defect.

10. Contractual quality guarantee (beyond the statutory warranty)

Beyond the statutory liability for defects, the seller provides a contractual quality guarantee:

• Gel blasters: 6 months from delivery on manufacturing defects of the mechanism.
• Accessories: 3 months from delivery.

The contractual guarantee does not replace the statutory liability under article 9; it only extends the seller's services (e.g. faster handling, like-for-like replacement). The guarantee does not cover defects caused by normal wear and tear, improper handling, modification of the product, or use contrary to instructions.

11. Complaints procedure

• Contact us at info@blastero.eu with a description of the defect and photo evidence.
• You will receive instructions for sending the goods in for assessment.
• We will decide on the complaint without undue delay, within 30 days of it being raised at the latest.
• We will inform you of the outcome by email.

12. Returns due to non-acceptance or incorrect details

If the parcel could not be delivered for reasons attributable to the buyer (incomplete or incorrect address, repeated non-collection from the pickup point, refusal to take delivery without reason) and is returned to our warehouse, we may:

• by agreement with the buyer, re-send the parcel — the buyer bears the cost of re-shipping;
• or cancel the order and refund the purchase price minus any non-refundable original shipping costs.

13. Out-of-court dispute resolution

The body competent for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority. You may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

14. Effectiveness

This version of the returns and complaints policy is effective from 26 May 2026.