How to Handle an Order Return Request?
When purchasing via the orange “Buy via Heureka” button, customers have the option of free returns via Zásilkovna (Packeta), which we arrange on their behalf. They can request a return directly from their customer account or, in the case of an unregistered user, send a request by email.
What are the conditions and limits for returns via Heureka?
Returns via Heureka apply only to goods purchased through the “Buy via Heureka” button, i.e., Heureka Marketplace. The goods must meet the legal conditions for returns within the 14-day statutory period, or the 90-day period (see the article Extended Return Policy).
The packaged shipment containing the returned item(s) must meet the following limits:
- Minimum dimensions: 10 × 7 × 1 cm
- Maximum parcel weight: 15 kg
- Maximum length of one side: 120 cm
- Maximum sum of all three dimensions: 150 cm (e.g., a parcel measuring 60 × 50 × 40 cm)
If the parcel does not meet the dimension or weight limits, the customer is directed to the merchant to arrange the return directly with them on their own.
You can find instructions for the customer in the article Take Advantage of the Orange “Buy via Heureka” Button.
Where and How to Set Up Your Return Address?
To ensure returns are processed smoothly, you need to enter a return address in the admin interface where customers can send returned items. Simply go to the Order Returns Settings tab (Nastavení vrácení objednávek). We also kindly ask you to keep this address up to date at all times to guarantee the proper functioning of the return process.
How Do I Process a Return?
As soon as we receive and accept the return request from the customer, you will also receive the request via email, along with the Zásilkovna (Packeta) tracking number. Afterwards, the order will also be visible in the Heureka admin interface. Simply navigate to the Order List section. In the case of a return, the order status will be set to “Return initiated”.
Zde je překlad:
Once the goods physically arrive from the customer and you verify that everything is in order, confirm the return in the Heureka admin interface. You can do this by searching for the specific item in the Order List. On the order details page, you will find the option to either accept or reject the return.
Please note: If the order was paid for online (Adyen), the full amount will be refunded to the customer. If for any reason you wish to refund a lower amount (for example, due to wear and tear on the product), you must reject the return request in the admin interface and agree on the next steps directly with the customer.
If you accept the request by clicking the “Confirm return request” button, the full order amount will be refunded in the case of an online payment. If the order was paid for using a different method—such as cash on delivery (COD) or a standard bank transfer—you will need to process the refund yourself directly to the bank account provided by the customer.
If you reject the return using the “Reject request” button (for example, due to the previously mentioned wear and tear, damage, or other reasons), no money will be refunded. The order status will change back to “Completed”.
