Refund policy

Refund Policy of the KalinumX Online Store

of the online store www.kalinumx.com

This Refund Policy governs the conditions for withdrawal from the contract, return of goods, refunds, exchanges and complaints for orders placed through the online store www.kalinumx.com.

Operator / Seller:

Lukáš Kalina
KalinumX
Company ID: 87590221
VAT ID: CZ8709225217
Registered address: Dyjákovičky 93, 669 02 Znojmo, Czech Republic
E-mail: info@kalinumx.com
Website: www.kalinumx.com

(hereinafter referred to as the “Seller”).

1. General information

1.1
This Policy applies to the purchase of goods, personalized products, custom production, laser marking, engraving, 3D printing, digital outputs, graphic services and other products or services offered in the KalinumX online store.

1.2
The buyer may be:
a) a consumer – a natural person who does not purchase within the scope of their business activity,
b) an entrepreneur – a natural or legal person who purchases within the scope of their business activity.

1.3
Provisions protecting consumers apply only to a buyer who is a consumer.

1.4
This Policy does not replace the buyer’s statutory rights arising from defective performance. If the goods have a defect, the buyer may submit a complaint regardless of whether the product is a standard, personalized or custom-made product.

1.5
This Policy supplements the General Terms and Conditions, Shipping Policy and other information stated for a specific product, service or order.

1.6
In the event of a conflict between this Policy and individually agreed terms for a specific custom order, the individually agreed terms confirmed by the Seller shall prevail.

2. Withdrawal from the contract within 14 days

2.1
A buyer who is a consumer has the right to withdraw from a contract concluded through the online store without giving any reason within 14 days from the date of receipt of the goods.

2.2
If the order is divided into multiple shipments or parts, the 14-day period runs from the date of receipt of the last shipment or the last part of the order.

2.3
The withdrawal from the contract must be sent to the Seller no later than the last day of the 14-day period.

2.4
The withdrawal from the contract may be sent in particular:
a) by e-mail to info@kalinumx.com,
b) in writing to the Seller’s registered address,
c) by another clear statement made to the Seller.

2.5
The buyer is not required to state a reason for withdrawal. For faster processing, we recommend stating the order number, name, contact e-mail and whether the buyer requests a refund, exchange or another solution.

3. Exceptions to the right of withdrawal

3.1
The buyer acknowledges that, under the Czech Civil Code, the right of withdrawal does not apply in particular to the delivery of goods made according to the buyer’s requirements or adapted to the buyer’s personal needs.

3.2
At KalinumX, goods made according to the buyer’s requirements or adapted to the buyer’s personal needs include in particular:
a) goods with individual engraving,
b) goods with laser marking according to the buyer’s instructions,
c) goods with custom text, name, date, dedication or initials,
d) goods with a logo, photograph, graphic, QR code, barcode, serial number or custom motif,
e) goods made or modified according to individual dimensions, color, surface finish, material or technical specification,
f) 3D printed products made according to the buyer’s instructions,
g) corporate series, B2B custom orders, technical tags, industrial marking and other individual realizations,
h) any product modified for the buyer in such a way that it cannot normally be returned to standard sale.

3.3
For personalized and custom-made products, the buyer cannot withdraw from the contract solely because they later changed their mind about the text, motif, logo, color, placement, size, intended use or another individually specified feature, provided that the product corresponds to the order, instructions or approved design.

3.4
The right arising from defective performance is not affected. If a personalized or custom-made product has an actual defect, the buyer may submit a complaint.

4. Approved design and buyer-supplied materials

4.1
If the Seller sends the buyer a design, visualization, graphic preview, technical preview or other material for approval before production, the buyer is required to check it carefully.

4.2
The buyer is required to check in particular:
a) text,
b) spelling,
c) diacritics,
d) names,
e) dates,
f) numbers,
g) logo,
h) QR code,
i) link,
j) dimensions,
k) orientation,
l) motif placement,
m) overall design.

4.3
By approving the design, the buyer confirms that the design corresponds to their requirements and that the Seller may start production.

4.4
Errors contained in an approved design or in materials supplied by the buyer are not considered product defects. In such case, the buyer is not entitled to a refund, exchange or free repair unless the Seller and the buyer agree otherwise.

4.5
If the buyer requests production without prior proofreading or design approval, the buyer is responsible for the correctness of the instructions to the extent that the result is based on the buyer’s materials.

5. 18+ products and sensitive content

5.1
Some products, motifs or custom realizations may be marked as 18+, sensual design, erotic motif, sensitive content or otherwise age-restricted content.

5.2
By ordering a product marked as 18+, the buyer confirms that they are over 18 years of age and are entitled to order and receive such goods.

5.3
The same rules apply to 18+ products as to other goods. If the product is a standard unused product that is not personalized, custom-modified or non-returnable for hygiene or other statutory reasons, the consumer may withdraw from the contract within the statutory period.

5.4
If the 18+ product is personalized, engraved, laser-marked, custom-made or otherwise modified according to the buyer’s requirements, withdrawal from the contract is not possible solely because the buyer changed their mind.

5.5
Any returned 18+ products must be unused, undamaged, clean, complete and suitable for further assessment. For goods that are not suitable for return after the packaging has been opened for health protection or hygiene reasons, return may not be possible if provided by law.

6. Digital content, AI services and electronic outputs

6.1
Digital content or digital service means in particular a graphic design, digital file, AI-generated output, video, music, song, fairy tale, story, visualization, 3D model, production file, template, digital license, electronic manual or another electronically delivered output.

6.2
Digital and AI outputs may be created by combining the author’s instructions, creative processing by the Seller, AI-generated images, AI-generated music, text, editing, sound, post-production and other digital tools of third parties.

6.3
For digital content that is not delivered on a physical medium, performance may begin before the expiry of the 14-day withdrawal period only if the buyer expressly agrees to this and acknowledges that this may result in the loss of the right of withdrawal in cases provided by law.

6.4
If digital content has already been delivered or a digital service has already begun based on the buyer’s express consent, a refund may not be possible where this is in accordance with applicable law.

6.5
The buyer acknowledges that AI outputs may not be absolutely unique and that a similar output may also be created by another user, another tool or another system. However, the Seller is responsible for individual processing of the output according to the order, instructions or agreed scope of the service.

6.6
The delivery does not include source files, working files, prompts, intermediate outputs, layers, project files, internal procedures, third-party licenses, accounts used by the Seller or the Seller’s know-how unless expressly agreed otherwise.

6.7
If digital content has an actual defect or was not delivered in accordance with the order, the buyer may submit a complaint.

7. Conditions for returning standard goods

7.1
Returned goods must be:
a) unused,
b) undamaged,
c) clean,
d) complete,
e) including accessories,
f) preferably in the original packaging,
g) suitably packed for return transport to the Seller.

7.2
The buyer is responsible for any reduction in the value of the goods caused by handling the goods in a way other than necessary to become familiar with their nature, properties and functionality.

7.3
If the returned goods are damaged, incomplete, dirty, used beyond normal inspection or otherwise devalued, the Seller is entitled to offset the reduction in value against the refunded amount.

7.4
The goods must be returned without undue delay, no later than 14 days from the date of withdrawal from the contract.

7.5
Send the goods to:

Lukáš Kalina – KalinumX
Dyjákovičky 93
669 02 Znojmo
Czech Republic

7.6
We recommend insuring the shipment and choosing a trackable shipping method. The Seller is not responsible for loss or damage to the shipment during return transport if the transport is arranged by the buyer.

8. Costs of returning goods

8.1
The costs associated with returning goods in the event of withdrawal from the contract are borne by the buyer, unless otherwise agreed between the Seller and the buyer.

8.2
This also applies to returns from abroad.

8.3
Do not send goods cash on delivery. Cash-on-delivery shipments may not be accepted by the Seller.

8.4
If the return of goods is the result of a justified complaint, the complaint rules apply. In such case, the consumer has the right to reimbursement of reasonably incurred costs associated with the complaint.

8.5
When returning goods from a country outside the European Union, the buyer is responsible for correctly marking the shipment as returned goods and, where applicable, for providing any other information required by the carrier or customs authorities. The buyer must proceed in such a way that unnecessary import fees, customs duties, taxes, storage fees or other costs do not arise when the shipment is returned to the Seller.

8.6
If, as a result of incorrect marking of the returned shipment, incomplete information, an unsuitable carrier, unpaid fees or another reason on the buyer’s side, the Seller incurs costs for customs clearance, customs duties, import VAT, carrier fees, storage, return of the shipment or other reasonably incurred costs, the Seller is entitled to offset these costs against the refunded amount or claim their reimbursement from the buyer.

8.7
The Seller does not accept shipments for which the Seller would, without prior agreement, be required to pay cash on delivery, customs duties, import tax, carrier fees, storage fees or other costs arising from the return of goods.

9. Refunds

9.1
If the consumer validly withdraws from the contract, the Seller will refund the funds without undue delay, no later than 14 days from the date of withdrawal from the contract.

9.2
However, the Seller is not obliged to refund the funds before the goods have been returned to the Seller or before the buyer proves that they have sent the goods back to the Seller, whichever occurs first.

9.3
Funds will be refunded using the same payment method by which they were received, unless the Seller and the buyer agree otherwise.

9.4
The Seller also refunds the buyer the cost of delivery of the goods from the Seller to the buyer, but only up to the amount corresponding to the cheapest delivery method offered.

9.5
If the buyer selected a more expensive delivery method than the cheapest delivery method offered, the difference in shipping cost is not refunded.

9.6
The cost of returning the goods back to the Seller is borne by the buyer, unless agreed otherwise or unless it is a justified complaint.

9.7
In the case of payment by cryptocurrency, the refund may be made, by agreement with the buyer, in an appropriate manner, in particular in the same cryptocurrency, another cryptocurrency, by bank transfer or another payment method. Technical feasibility, network fees, exchange rate and legal or accounting requirements may be taken into account for the refund.

9.8
Third-party fees, bank fees, exchange rate differences, payment gateway fees, cryptocurrency network fees, customs duties, import VAT, import taxes, customs fees, carrier customs brokerage fees, storage fees or other local fees are not refunded unless their refund is required by law or unless the parties agree otherwise.

9.9
If import fees, customs duties, import VAT, local taxes or carrier fees were charged to the customer in the destination country for a shipment outside the European Union, any refund or waiver of such fees is governed by the rules of the competent authorities, carriers or service providers in that country. The Seller cannot guarantee their refund.

9.10
If the refunded amount is reduced due to a reduction in the value of the goods, incomplete return, damage, missing accessories or costs incurred for reasons on the buyer’s side, the buyer will be informed of the reason for the reduction.

10. Exchange of goods

10.1
Exchange of standard unused goods may be allowed by individual agreement with the Seller.

10.2
Exchange of personalized, custom-made, engraved, laser-marked, 3D printed or otherwise individually modified goods is not possible if the goods do not have an actual defect and correspond to the order or approved design.

10.3
If the buyer requests modification or remake of a personalized product due to a change of instructions after production, such modification may be charged according to the scope of work, material used and technical feasibility.

11. Complaints regarding defective goods

11.1
If the goods have a defect, the buyer may submit a complaint.

11.2
A complaint may be submitted:
a) by e-mail to info@kalinumx.com,
b) in writing or in person at Dyjákovičky 93, 669 02 Znojmo, Czech Republic.

11.3
When submitting a complaint, we recommend providing:
a) order number,
b) name and contact details,
c) description of the defect,
d) photograph or video of the defect,
e) requested method of complaint resolution.

11.4
The Seller will confirm receipt of the complaint without undue delay.

11.5
A consumer complaint will be resolved without undue delay, no later than 30 days from the date it is submitted, unless the Seller and the consumer agree on a longer period.

11.6
In the event of a justified complaint, the buyer may, depending on the nature of the defect, request in particular:
a) repair of the goods,
b) replacement of the goods,
c) reasonable discount,
d) withdrawal from the contract, if statutory conditions are met.

11.7
For personalized and custom-made products, in the event of a defect, a method of resolution may be chosen that corresponds to the nature of the product, technical feasibility and legal regulations.

12. What is not considered a defect

12.1
The following are not considered defects in particular:
a) an error in text, name, date, logo, QR code or other material if it was contained in the buyer’s instructions or approved design,
b) an error caused by poor-quality, incomplete or unsuitable material supplied by the buyer,
c) a minor technological deviation in placement, size, shade, contrast, texture, engraving depth or marking intensity,
d) a natural material characteristic, such as wood grain, stone structure, batch difference, texture, surface irregularity or minor color variation,
e) a change in appearance caused by improper maintenance, cleaning, storage or use,
f) mechanical damage caused by the buyer,
g) normal wear and tear,
h) a characteristic of which the buyer was informed in advance,
i) technological reaction of material supplied by the buyer if the Seller could not guarantee the result in advance.

12.2
For laser marking, engraving, 3D printing, manual assembly and custom modifications, the buyer acknowledges that the result may be affected by the nature of the material, surface finish, product shape, batch, varnish, anodizing, wood structure, stone grain, plastic composition, ceramics or another technological factor.

12.3
Reasonable differences corresponding to the nature of production are not grounds for a refund if the product corresponds to the order, approved design or usual result of the given technology.

13. Items supplied by the buyer for modification

13.1
If the buyer supplies their own item for engraving, laser marking, 3D addition, modification or other custom work, the buyer bears the risk of suitability of the item for the requested technology.

13.2
The Seller is not responsible for hidden defects, unsuitable material, poor-quality surface finish, varnish, coating, adhesive, deformation, cracking, color change or other material reaction if caused by the properties of the item supplied by the buyer.

13.3
It is recommended to provide a spare item for testing. If the buyer does not provide a spare item and insists on modification without testing, the buyer acknowledges the increased risk of irreversible change or damage to the item.

13.4
Unless expressly agreed otherwise, the Seller is not obliged to reimburse the value of an item supplied by the buyer if it was damaged due to material properties, unsuitability for the requested technology or a risk of which the buyer was warned.

14. B2B orders and entrepreneurs

14.1
For a buyer who is an entrepreneur, the 14-day withdrawal without giving a reason does not apply unless expressly agreed otherwise.

14.2
For B2B orders, corporate series, industrial marking, technical tags, QR codes, serial numbers, corporate gifts and custom production, return, cancellation, complaint and cost reimbursement conditions are handled individually according to the offer, order or written agreement.

14.3
A buyer who is an entrepreneur is required to inspect the delivered goods without undue delay after receipt.

14.4
The Seller is not liable to an entrepreneur for indirect damages, lost profit, loss of contracts, data loss, operational downtime or other consequential damages, to the extent permitted by law.

15. Contact

15.1
In the event of withdrawal from the contract, return of goods, exchange of goods or complaint, please contact us:

E-mail: info@kalinumx.com
Website: www.kalinumx.com

Return address:
Lukáš Kalina – KalinumX
Dyjákovičky 93
669 02 Znojmo
Czech Republic

15.2
Before sending goods back, we recommend contacting the Seller, especially in the case of a shipment from abroad, a complaint, higher-value product, fragile product, personalized product or a shipment from a country outside the European Union.

16. Final provisions

16.1
This Refund Policy is available in the online store and may be updated from time to time.

16.2
For a specific order, the version of the Policy effective at the time the order is submitted shall apply, unless otherwise agreed between the Seller and the buyer.

16.3
This Policy is drawn up in the Czech language. In the event of language translations, the Czech version shall prevail, unless legal regulations provide otherwise.

16.4
This Refund Policy becomes effective on 29 April 2026.