Returns and refunds

Last updated: 7 August 2026

1. Who we are and contacts

Nolea is a brand of Starbrand Group s.r.o. All communication regarding returns takes place by e-mail at info@noleacollective.com.

2. Personal scope

The rights under sections 3 and 4 apply only to consumers and are excluded for businesses. The other provisions apply to everyone unless stated otherwise.

3. Statutory right of withdrawal, 14 days (consumers only)

You may withdraw from the contract within 14 days of delivery without giving any reason (§ 1829 of the Civil Code). To exercise this right, send an e-mail to info@noleacollective.com with your order number and the products. The refund covers the price of the products and the cost of the original standard shipping. The cost of returning the goods is borne by the customer. Categories for which the law does not allow withdrawal are excluded (for example custom-made goods or goods sealed for hygiene reasons once opened). A reasonable inspection of the product is permitted; any diminished value caused by use beyond such inspection may be charged.

4. Commercial return, 100 days (consumers only)

Within 100 days of delivery you may request a return on a change-of-mind basis, provided the product is intact and resalable with its packaging, accessories and manuals. The cost of the return is borne by the customer. The refund covers the price of the products; outbound shipping remains on our side if it was already free. Any diminished value is assessed on a case-by-case basis.

5. Defective or incorrect products

If a product is defective or does not match the order, we bear the cost of return and of resending a replacement. You may choose between an exchange and a refund. We may request photos and a description of the defect. The complaint procedure is set out in the Warranty.

6. Procedure

Write to info@noleacollective.com with your order number, the reason for the return and any photos. You will receive instructions, a case code and a GLS return label (ShopReturnService) with a QR code. Pack the goods in their original packaging where possible, attach the return label or use the QR code, and drop the parcel off at any GLS drop-off point (GLS ParcelShop or GLS Parcel Locker). Returns cannot be processed without our return label or case code.

7. Return method

Returns are handled exclusively through the GLS return label that we provide. The delivery address is printed on the label itself, so you do not need to fill in any address and must not send the parcel to any other address. With the GLS ShopReturnService, charges apply only after the parcel has been dropped off at a drop-off point.

8. Return labels

We always issue the GLS return label. For withdrawals within 14 days and returns within 100 days the cost of return shipping is borne by the customer: we deduct the price of the label from the refund. For defective or incorrect products we provide the return label free of charge and bear the cost of return shipping.

9. Timing and method of refund

Refunds are made within 14 days of receiving and inspecting the products (or, in the case of the statutory 14-day withdrawal alone, from proof of dispatch of the returned goods), using the same payment method used for the order. For cash-on-delivery orders, refunds are made by bank transfer to the account provided by the customer. The cash-on-delivery surcharge is non-refundable.

10. Non-refundable costs and returns on failed delivery

If delivery fails or the parcel is refused for reasons attributable to the customer, we refund the price of the products less only the return-transport costs incurred in getting the parcel back. Outbound shipping remains on our side if it was already free. The cash-on-delivery surcharge is non-refundable.

11. Responsibility during the return

The risk of return transport is borne by the customer until the returned goods are delivered back via GLS, except where we have provided a return label for defective or incorrect goods.

12. Exchanges

We offer an exchange for the same model where available. Alternatively we will issue a refund and you may place a new order.

13. Sets, kits and gifts

For a full refund you must return all components of a set and any gifts. Otherwise we will apply a proportionate reduction.

14. Transport damage

Report any damage or tampering within 72 hours to our support e-mail, with photos of the exterior, the interior and the product, and where possible sign for the parcel with reservation. Operational note: shipments within the Czech Republic are entrusted to the carrier GLS with delivery in 24-48 hours from dispatch. This does not affect your return rights.

15. Inspection times

We carry out a quality inspection within 5 working days of receiving the returned goods and communicate the outcome and the refund amount, indicating any reductions.

16. Country covered

This policy applies only to the Czech Republic.

17. Legal compliance

This policy complies with Act No. 89/2012 Coll. (Civil Code), Act No. 634/1992 Coll. on consumer protection and the EU Consumer Rights Directive. Costs and time limits are disclosed clearly.

18. Updates

We may update this policy. Changes apply to returns initiated after publication.