DEFECT OR DAMAGE
Complaint form
We will submit your complaint for assessment. We will confirm receipt and may ask you for photographs or for the product to be sent to us.
CUSTOMER CARE
Complaints and Returns
Updated 1 September 2026
Submit a complaint or withdrawal using the form or info@mizual.cz; phone +420 608 324 451. We promptly acknowledge online notices by email.
14-day withdrawal
Return goods within 14 days to MIZUAL SCENT s.r.o., Plzeňská 3352/156, 150 00 Prague 5 – Smíchov. The consumer pays return shipping. The hygiene exception applies only to genuinely sealed hygiene-sensitive goods after the seal is broken. Return qualifying promotional gifts if eligibility is lost; a normal sample consumed only for testing need not be returned.
Model notice
I notify you that I withdraw from the purchase contract for: [goods]. Order: [number]. Ordered/received: [date]. Consumer name and address: [details]. Date: [date]. Signature only on paper.
Complaints
Provide order, product, defect and requested remedy. Czech complaints are completed within 30 days unless otherwise agreed. For Slovak consumers, the announced period may exceed 30 days only for an objective reason outside our control. Reasonable justified costs are reimbursed.
Do you have a customer account? Sign in and open the order related to your complaint or withdrawal. You can also use the forms below without signing in.
RETURN WITHIN 14 DAYS
Withdraw from the purchase contract
By submitting this form, you notify us of your withdrawal from the purchase contract. We will confirm receipt by email and send you instructions for returning the goods. The right of withdrawal is subject to the applicable legal conditions and exceptions.
Protective seal and hygiene packaging: The right of withdrawal does not apply to goods delivered in sealed hygiene packaging or protected by a seal if the customer has broken that packaging or seal and the goods can no longer be returned for hygiene reasons. This does not affect your rights relating to defective goods.