Svástya Customer Support & Return Policy

At Svástya, we care deeply about your health, well-being, and your experience with our products. Since our products are crafted to bring nourishment to your kitchen, your satisfaction is our priority. If something isn't right, we are here to help.

1. Customer Support / Zákaznická podpora

Have a question about an ingredient, an order, or how to use our products? Reach out to us!

  • Email: svastya@seznam.cz

  • Response Time: We do our best to reply to all inquiries within 24–48 hours (Monday to Friday).

2. Cancellations & Changes / Zrušení a změny objednávek

Because we aim to ship fresh products quickly, orders are processed rapidly.

  • If you need to change or cancel your order, please email us within 2 hours of placing it.

  • Once an order has been shipped, it can no longer be canceled or altered.

3. Returns & Refunds / Odstoupení od smlouvy a vrácení zboží

In accordance with Czech and EU consumer protection laws, you have the right to withdraw from the purchase contract within 14 days of receiving your goods. However, due to the nature of our products, specific conditions apply:

🍏 Food Products & Perishables / Potraviny a zboží podléhající zkáze

  • Opened Items: For hygiene and health protection reasons (under Civil Code statutory exemptions), we cannot accept returns or issue refunds for food products that have been opened, unsealed, or consumed.

  • Unopened Items: If the food product is completely unopened, sealed in its original packaging, and undamaged, you may return it within 14 days for a refund.

How to Return an Item / Jak postupovat při vrácení:

  1. Contact us at svastya@seznam.cz with your Order Number and the reason for the return. 

  2. Package the items securely to prevent damage during transit. 

  3. Ship the package to our return address: Svástya s.r.o., IČO 23116650 , Lidická 700/19, 602 00 Brno, Czech Republic. (Note: Return shipping costs are the responsibility of the customer unless the return is due to our error).

  4. Damaged or Wrong Items 

 We take great care in packaging your orders, but mistakes or transit damage can happen. If your package arrives damaged, leaking, or incorrect:

  1. Take a photo of the damaged packaging and products immediately upon arrival.

  2. Email us at svastya@seznam.cz within 48 hours of delivery with the photos and your order number.

  3. We will swiftly arrange for a replacement to be sent to you at no extra cost, or issue a full refund.

5. Refunds Processing / Vrácení peněz

Approved refunds will be processed automatically to your original method of payment within 14 days of us receiving and inspecting the returned goods.