Complaints & Returns Policy

Warranty period

We provide our customers with a standard warranty period of 24 months, starting from the moment the goods are received by the buyer. This period may be shorter or longer depending on the product’s best before date stated on the packaging. In such cases, the warranty is limited by that expiry date.

For cosmetic products, the warranty period is defined by the date until which the product, when stored under proper conditions, maintains its original function. This is typically indicated on the packaging as “Best before / Spotřebujte do.”
If the product’s minimum shelf life exceeds 30 months, this date may not be printed; instead, an open-jar symbol (e.g. 12M or 24M) indicates how long after opening the product can be safely used.

For food items or dietary supplements, the warranty period corresponds to the use by or minimum shelf life date stated on the packaging and depends on proper storage conditions.

If the purchased item was sold at a discount due to reduced quality or as a used product, the warranty applies only to defects explicitly stated at the time of purchase.

In the event of a complaint, the warranty period is automatically extended by the duration of the complaint process. If the complaint is resolved by replacement, the original warranty period continues.

When to file a complaint

The customer has the right to file a complaint if the goods were delivered in a condition contrary to the purchase contract or if a defect appears during the warranty period that prevents normal use of the product.

The customer must check the goods immediately upon receipt to detect any damage or defects. When receiving a parcel from a carrier, the customer must inspect the packaging for damage and immediately report any defects to the carrier. We recommend not accepting visibly damaged parcels. By signing for a damaged parcel, the customer assumes responsibility for its contents.

Although we take great care in packaging and shipping, errors can occasionally occur. If your order is incomplete or a product does not meet your expectations, we will do everything possible to resolve the issue quickly.

How to file a complaint

We always strive to assist our customers fairly and promptly. If a consumer discovers a defect during the warranty period, they have the right to file a complaint using the following methods:

  • Complete and send the Complaint Form together with the returned goods to:
    4KATHARSIS.cz Showroom, WILLGRADE Czech Republic s.r.o., Zámecký vrch 391/3, Karlovy Vary 360 01, Czech Republic

  • You will receive an email confirmation within 2 working days of receipt.

  • Complaints can also be submitted in person at the above address.

Complaint resolution

Complaints will be processed within 30 days from the date of receipt of the returned goods. You will be informed of the outcome by e-mail.

When a complaint cannot be accepted

Complaints cannot be accepted in the following cases:

  • Used cosmetic products without a visible defect (for hygienic reasons)

  • Goods with an expired or limited shelf life, if this was known at the time of purchase

  • Defects caused by normal wear and tear

  • Damage caused by improper use, storage, maintenance, or mechanical impact

  • Defects caused by external factors beyond the seller’s control

We’re here for you!

If you have any questions, please do not hesitate to contact us.
We are happy to assist you with product selection and the purchasing process.

These complaint conditions are effective as of 1 July 2019.