Returns

Return & Refund Policy

(Return & Refund Policy)

Last updated: 6 October 2026

At Bestio Group s.r.o. we care about our customers’ satisfaction. If you are not satisfied with your purchase, you may exercise your statutory right to withdraw from the contract or contact us to resolve a complaint or return.

1. Withdrawal from the contract

As a consumer, you have the right under § 1829 of the Civil Code to withdraw from a purchase contract concluded via the online store without giving a reason within 14 days from the date of receipt of the goods.

To meet the deadline it is sufficient to send a notice of withdrawal before the deadline expires.

You may withdraw from the contract by:

e‑mail to support@bestio.cz
written notice to the company’s registered address
using the withdrawal form
online with “Withdraw from the contract here” on the withdrawal page, without logging in; the confirmation of receipt arrives by e-mail straight away

2. Returning goods

After withdrawal from the contract you are obliged to send the goods back no later than 14 days.

Return address:

Bestio Group s.r.o.

Ohrazenice 160

262 23 Ohrazenice

Czech Republic

3. Condition of returned goods

Returned goods should be:

complete,
clean,
if possible in the original packaging,
including all accessories.

You may try the goods in a similar way as you would in a physical store.

If, however, the value of the goods is reduced due to use beyond what is necessary to familiarize yourself with their properties and functioning, you are liable for that reduction in value.

4. Refund of the purchase price

All received funds including delivery costs (to the extent of the cheapest offered delivery method) will be refunded to you no later than 14 days from the day of delivery of the notice of withdrawal from the contract. We will not refund the money before you return the goods to us or demonstrate that you have sent them back.

We refund money using the same payment method with which the order was paid, unless we agree otherwise.

5. Return costs

The costs of returning the goods are borne by the customer.

If defective or incorrect goods were delivered, the costs of their return are borne by Bestio Group s.r.o.

6. Complaints about defective goods

If you have received:

damaged goods,
a non-functioning product,
an incorrect product,
an incomplete shipment,

support@bestio.cz

For faster processing we recommend attaching photographs of the defect or damage.

7. Goods that cannot be returned

You cannot withdraw from the contract especially for:

goods manufactured to order,
goods modified according to the customer’s wishes,
goods in sealed hygienic packaging if that packaging has been opened after delivery,
other cases listed in § 1837 of the Civil Code.

8. Compatible spare parts

We sell original and compatible spare parts and filters.

The buyer is obliged before ordering to verify the compatibility of the product with their device according to the indicated designation or to contact us.

The fact that a customer orders an incorrect compatible product due to an incorrectly entered device model does not in itself constitute grounds for recognizing a complaint. This does not affect the consumer’s statutory right to withdraw from the contract within 14 days.

9. Contact details

Bestio Group s.r.o.