We will solve this together.

Do you need to make a complaint about one of our tea or coffee treasures? Let's do it together - easily and calmly. We believe that even if something sometimes goes wrong, the path to correction can simply be pleasant and easy. We have therefore adjusted the complaints process so that it runs as smoothly as your favorite cup, calmly and joyfully.

How to proceed with a complaint:

1. Fill out the complaint form , which can be found in the link HERE,
2. Print the form , sign it and send it by e-mail to [email protected],
3. Attach a tax document ( invoice ) to the claimed goods,
4. Pack the goods well and send them to us at the address below,
5. Wait for a statement from us.

If your complaint is accepted, we will reimburse you for the postage in full. Simply attach proof of payment for the shipping and include the account number in the complaint report where we should return the amount. Please do not send goods on delivery – we cannot accept such shipments.

Address for sending goods:

OXALIS, spol. s r. o. - Expediční sklad
Tečovice 352
763 02 Zlín 4 - Malenovice
Phone: +420 577 127 114
Email: [email protected]

In the event of a recognized complaint, we offer you the following redress options:

• Delivery of a new product instead of the defective one,
• Replacement of missing quantity,
• Discount on the purchase price of the product,
• withdrawal from the contract in the event of a material defect in the product.

Complaints are governed by the Complaints Procedure 2008/2009, drawn up in accordance with the Consumer Protection Act and in accordance with the Civil Code. This Complaints Procedure is published annually in the OXALIS product catalogue and applies to goods for which a complaint was made during the warranty period. The warranty does not apply to normal wear and tear of the goods and to defects caused by misuse, improper handling, failure to comply with the instructions for use of the goods, violation of the usual principles of use of the goods, or force majeure.