Rules and Conditions for Claims and Returns of Products Purchased During a Promotion

The following Rules and Conditions define the rules for filing a claim and/or withdrawing from a contract (returning products) for products purchased and/or obtained during a promotion on the vuch.com e-shop.

Vuch s.r.o. reserves the right to change or modify the terms and duration of the promotion during its course.

• GIFT WITH PURCHASE PROMOTION

  As part of the "Gift with Purchase" promotion, the customer purchases product(s) and receives an additional product for free as part of the promotion. The gift with purchase is always tied to a purchase of a specific value or under certain conditions, and it must be added/selected in the first step of the shopping cart.

  For a "Gift with Purchase" at 0 €, it is considered a free service, i.e., a gift, and in such a case, the customer is not entitled to claim, exchange, or return the gift.

  To qualify for the free item, all products purchased as part of the promotion must be kept. In case of withdrawal from the contract or a complaint, the following rules apply:

  Return - Contract Withdrawal:

  In the case of complete withdrawal from the contract under the "Gift with Purchase" promotion within the statutory period, the free item must also be returned.

  • If the free item is not returned, its retail price will be deducted from the refund amount.
  • The customer may keep the gift in case of a partial return of the order if the remaining order value still exceeds the threshold required for the gift.

   

  Claims:

  When exercising rights for defective goods or complaints about products purchased during this promotion, the applicable legal regulations and Vuch's Claims Policy apply. Claims for free items cannot be made.

• PROMOTION 1+1 / 2+1

  Promotion terms vary by order date – see below.

  Orders placed on or before September 14, 2026 

  Under the 1+1, 2+1, or 3+1 promotion, the customer purchases qualifying item(s) and receives an additional item for free as part of the promotion. The promotion always applies to selected items (or categories), which are clearly marked with a promotional badge on the e-shop. The promotion does not apply to Gift Cards (Vuchers).

  To remain eligible for the free item, the customer must purchase and retain all products included in the promotion. In the event of withdrawal from the contract or a warranty claim, the procedure is governed by the following rules:

  Returns – Withdrawal from Contract: 

  In the case of a full withdrawal from the contract under a 1+1, 2+1, or 3+1 promotion within the statutory period, the free item must also be returned.

  • If the free item is not returned, its regular retail price will be deducted from the refund amount.

  In the case of a partial withdrawal from the contract, eligibility for the free product is re-evaluated:

  • In the event of a partial return (i.e., returning a purchased item from the 1+1, 2+1, or 3+1 bundle), eligibility for the free item is voided. In such cases, the retail price of the free item will also be deducted from the refunded amount.
  • If the returned item is exchanged for another product of equal value, eligibility for the free item remains preserved.

  Example:

  • If 4 items were purchased under the 2+1 promotion and 1 item is returned, eligibility for the third free item still remains, and only the price of the returned item is refunded.
  • If 4 items were purchased (1 of which was free) and 2 items are returned, the full value of the free item will be deducted from the refund amount.

  This settlement method accounts for the core principle of the 2+1 promotion.

  If only the free item itself is returned, the customer is not entitled to a monetary refund. An exchange for a product of equal or lower value is permitted, strictly once.

  Warranty Claims: 

  When exercising rights regarding defective goods / warranty claims for products purchased under this promotion, procedures follow applicable legal regulations and the VUCH Complaints Procedure.

  • Warranty Claim on the Free Item: Upon approval of a warranty claim on a free item, only a direct replacement for an undamaged unit of the same product or another product of equal value is allowed. Cash refunds are not possible. A warranty claim on a free item can only be submitted once; no further claims can be made.
  • Warranty Claim on Another Promotional Item: Upon approval of a warranty claim on one of the paid items from the promotion, the customer is entitled to a full refund. An exchange for the same product or another item of equal value is also possible. Eligibility for the free product remains intact.

  Orders placed on or after September 15, 2026 

  Under the 1+1, 2+1, or 3+1 promotion, the customer purchases products within the promotion, where the value of the cheapest product is not applied as a 100% discount on that single item, but is distributed as a proportional percentage discount across all promotional items, based on the ratio: price of the cheapest product / total original price of promotional products. The total price for the products in the promotion remains unchanged. The promotion does not apply to Gift Cards (Vuchers).

  Returns – Withdrawal from Contract: 

  If the customer returns goods purchased under a 1+1, 2+1, or 3+1 promotion, the amount actually paid as stated on the invoice for that specific product is refunded.

  Returning one product does not affect the price of the remaining products in the order.

  Warranty Claims: 

  If a customer files a warranty claim for goods purchased under a 1+1, 2+1, or 3+1 promotion and the claim is approved, in the case of a refund request, the customer receives the amount actually paid as stated on the invoice for that product.

  Exchange for the same product: The price is not adjusted – it is a direct item-for-item replacement.

  Exchange for a different product: The customer may only choose a product of equal or higher price than the claimed item; if higher, the difference must be paid. Exchange for a cheaper product is not possible.

  Example: 

  Instead of "cheapest item free", we now apply its value as a percentage discount across all items in the promotion. The total total sum paid remains unchanged – only the discount distribution across individual items changes.

  • A customer selects 3 items priced at €31.90, €41.50, and €40.50. The cheapest one (€31.90) was previously free. Now its value is spread as a discount across all 3 items:
  • €31.90 → €22.98
  • €41.50 → €29.89
  • €40.50 → €29.13
  • In total, the customer pays €82.00 – same as before. Additional benefit: each product now has its own real price, so in the event of a return or claim for one item, the customer receives back exactly what they paid for it.

• PROMOTION DISCOUNT X %

  The Discount X % promotion with a code applies to selected products (or product categories) that are always marked with a promotional label on the vuch.com website. The discount cannot be combined with other promotions, discounts, etc., and it does not apply to the purchase of limited edition products unless otherwise stated on the website. The Discount X % does not apply to the purchase of gift vouchers (Vuchers).

  The Discount X % promotion can be combined with a Gift Voucher purchased by the customer as a monetary voucher, thereby reducing the total price of the shopping cart. To apply the Gift Voucher to this promotion, the customer must contact customer support, which will adjust the order accordingly.

  Returns - Withdrawal from the Contract:

  • If a customer returns a product purchased with an X % discount, the amount refunded will be the actual amount paid, as shown on the invoice for the specific product.

   

  Claims:

  • If a customer makes a claim on a product purchased with an X % discount and the claim is accepted, in the case of a refund request, the customer will receive the actual amount paid, as shown on the invoice for the specific product.

• DISCOUNT IN THE FORM OF A VOUCHER FOR XX €

  The discount coupon provided by Vuch to its loyal customers is a gift that requires no financial expenditure to obtain. The coupon has a limited validity period, which is either directly indicated on it or specified on our website.

  The discount coupon cannot be combined with other discounts or promotions unless stated otherwise on the website or directly on the coupon. Neither the discount nor the promotion associated with the coupon is claimable or legally enforceable. The coupon is a small token of appreciation from Vuch, and its usage is governed by the following rules:

  Returns - Withdrawal from the Contract:

  1. Returning a single item from the order: If the order contains only one item, the customer will receive the amount actually paid for that item.
  2. Returning multiple items from the order: If the order contains multiple items, the discount is distributed among the products as follows:

  • The discount of xx € primarily applies to the most expensive item in the order.
  • If the products have the same price, the discount is evenly distributed among them.

  Example:

  The order contains products priced at 75 €, 50 € and 25 €, with a discount of 25 €.

  • If the customer returns the most expensive product (75 €), the discount of 25 € is deducted from this amount, and 50 € will be refunded.
  • If the customer returns the second most expensive product (50 €), they will receive the full amount for it since the discount was applied to the most expensive item.
  • The cheapest product (25 €) is not affected by the discount in this order.

   

  Claims:

  1. Accepted claim for a single item in the order: If the order contains only one item, the customer will receive the amount actually paid for that item.
  2. Accepted claim for multiple items in the order: If the order contains multiple items, the discount is distributed among the products as follows:

  • The discount of xx € primarily applies to the most expensive item in the order.
  • If the products have the same price, the discount is evenly distributed among them.
  • If any additional amount was paid in cash for the goods, it will be refunded only once the entire shipment or the last item is returned.

  Example:

  The order contains products priced at 75 €, 50 € and 25 €, with a discount of 25 €.

  • If the customer files a claim for the most expensive product 75 €), the discount of 25 € is deducted from this amount, and 50 € will be refunded.
  • If the customer files a claim for the second most expensive product (50 €), they will receive the full amount for it since the discount was applied to the most expensive item.
  • The cheapest product (25 €) is not affected by the discount in this order.

• GIFT VOUCHER

  The gift voucher is a value purchased by the customer on the vuch.cz e-shop or received as a gift. A gift voucher purchased from us cannot be returned or claimed, as it is considered a financial value and not a product covered by the right of withdrawal. When using the gift voucher and subsequently exercising the right of withdrawal or claim, the following rules apply:

  Returns - Withdrawal from the Contract:

  • If the customer returns a product(s) purchased with a gift voucher, they will receive the price of the product(s).

   

  Claims:

  • If the customer files a claim for a product(s) purchased with a gift voucher, they will receive the price of the product(s).

• COMPETITION WINNINGS

  If a Vuška is won in a competition, it constitutes a gift, i.e., a non-monetary benefit for which the winner has not incurred any financial expenses. For this reason, the winning Vuška cannot be exchanged or returned, not even under the right of withdrawal from the purchase contract. However, the winner has the right to make a complaint. If the complaint is acknowledged, the Vuška can be exchanged either for the same product or another product of equal or lesser value.

The rules and conditions for complaints and returns of goods purchased during promotions are valid and effective from 01. 12. 2024.