Shipping, Delivery, Returns, Complaints, Warranty and Safety

1) Shipping & Delivery – inspection upon receipt

Please inspect the shipment immediately upon delivery. For oversized shipments and rolls, check in particular:

condition of outer packaging (punctures, tears, dents, moisture, deformation),
quantity vs. delivery note,
visible product damage after unpacking (edges, corners, foam side, surface).

If you suspect transport damage

Inspect the outside of each roll/parcel immediately upon unloading.
If the outer packaging is damaged, note it on the delivery receipt / Bill of Lading.
Carefully remove the packaging and inspect the goods.
If damage is found, take photos:

overview of the roll/parcel,
close-up of the damage,
shipping label,
damaged packaging (overview + detail).

Email photos and a brief description to obchod@etossport.eu.

Time limit: Please report transport-related damage within 3 business days after delivery so carrier claims can be filed within carrier deadlines. This timeframe supports carrier claims and does not affect the Consumer's statutory rights against the Seller.

Do not use damaged goods until the case is closed. Keep all packaging materials.

2) Returns and withdrawal

2.1 Consumers (B2C) – 14-day withdrawal

If you are a Consumer, you may withdraw from the contract within 14 days from receipt of the goods (standard goods; exclusions apply). The Seller refunds payments within 14 days from the withdrawal notice; however, the Seller may withhold the refund until the goods are received back or the Consumer provides evidence of dispatch.

Return shipping costs: In case of withdrawal, the Customer bears the direct cost of return shipping. For goods that cannot be returned by regular post (e.g., pallet/oversized shipments), the Customer bears the direct cost of return freight; ETOS will provide safe return shipping instructions.

2.2 Custom-made / configured to order

Custom-made or customised goods (e.g., dimensions, specific configurations, markings or other modifications) are generally final sale and not eligible for withdrawal/return, except for proven manufacturing defects or recognised transport damage.

2.3 Business Buyers (B2B)

B2B Buyers do not have a statutory 14-day withdrawal right. Any cancellation/return is possible only by written agreement with ETOS. If a return is approved, a handling/restocking fee may apply and return shipping is typically borne by the Buyer.

3) Defects / complaints and warranty framework

3.1 Consumers (B2C)

Consumer remedies are governed by applicable law. If a defect becomes apparent within 12 months from receipt, it is presumed to have existed at delivery unless proven otherwise or incompatible with the nature of the goods/defect.

How to file a complaint: Email obchod@etossport.eu with:

order/invoice number,
defect description and when it occurred,
photos/video where relevant,
your contact details.

Costs: For a valid Consumer complaint, ETOS reimburses reasonable costs associated with exercising rights from defective performance (e.g., postage/freight) to the extent required by law.

3.2 Business Buyers (B2B)

Business Buyers must inspect goods promptly and notify visible defects without undue delay; hidden defects must be notified without undue delay after discovery with professional care. Late notification may limit or extinguish claims.

3.3 What is typically not considered a defect

normal wear and tear,
cosmetic changes from handling/storage (scuffs, dents, compression marks),
minor visual variations (shade/texture) due to manufacturing tolerances, batch differences or screen display, if functionality is not affected,
damage caused by misuse, unsuitable storage (moisture/heat/prolonged pressure), or unsuitable cleaning agents.

4) Who pays return freight – clear summary

Consumer withdrawal (standard goods): Customer pays return freight.
Voluntary B2B returns (by agreement): Customer typically pays return freight + possible handling fee.
Valid Consumer complaint (defect): ETOS covers costs as required by law.
Transport damage: follow the 3-business-day process to support carrier claims.

5) Safety warning

Sports activities may result in serious injury. The product improves impact absorption but does not eliminate risk. Follow safety rules, provide adequate free space, and comply with use/maintenance instructions.

Use only as intended and, where appropriate, under qualified supervision.
Inspect positioning, connections and condition before each use.
Do not use damaged or heavily worn components.
Clean regularly with suitable products. Do not use bleach or aggressive chemicals.

6) Contacts

Transport damage / returns / complaints: obchod@etossport.eu
ETOS CZ, spol. s r.o. registered office: Skuherského 1486/10, 370 01 České Budějovice
Return address (returns depot/warehouse): U Santosky 9, Praha 5 (unless agreed otherwise)