Return policy

Exchange, Returns and Warranty Claims

Return policy


  • Generals & Definitions

a. This Complaint Procedure has been processed in accordance with the Civil Code, as
amended, and applies to consumer goods for which the buyers rights under the warranty
period are asserted.

b. Seller is the Association - White Crane, Buyer is the entity that has entered into a
contract with the seller for the purchase of goods and purchased the goods through the e-
shop for which he has properly paid.


  • Warranty conditions


If the goods show obvious errors, i. especially if the goods are sold to the buyer in a
damaged shipping pack, the buyer is not entitled to accept the goods.

In such a case, the buyers claim to choose between receiving a full replacement of his order
or a refund remains to be maintained.

The warranty covers the durability of the main sewn lines, the strength and durability of the
fabric. The seller asks for adherence to the prescribed methods of washing, cleaning,
bleaching, ironing of products according to the type of fabric.

The warranty does not apply to mechanical damage to goods by the buyer / match, knife or
sword fight, and similar use of goods in unresponsible, inappropriate conditions, improper
handling, neglect of the care of the goods, improper cleaning, incorrect handling and use of
the goods, improper handling of the goods, improper use.

Authorization for a free warranty service also expires in the event of an improper handling of
the goods or any undue interference with the goods during the warranty period by other than
the authorized person.

The seller also reserves the right not to refund the money for such goods and the right not to
transfer it for other goods.
All warranty repairs are free if, by the time of their application, the warranty claim under the
preceding item has not been forfeited.

However, the buyer may have professionally embroidered different emblems on sportswear
such as a club logo or style or a national emblem in the case of a representative.

The duration of the warranty period is governed by the applicable provisions of the Act, thus
it takes 24 months, with the exceptions provided by the Act.

Buyer is entitled to withdraw from the contract in all cases provided by the Law. Withdrawal is
effective against the seller from the moment he receives a written statement of the buyer
about the withdrawal.

In the event of withdrawal, the contract is terminated from the outset and both parties are
obliged to return everything they have provided on the basis of the contract.


  • Complaints procedure

The claim is filed in writing and the defective product is sent at the expense of the seller by
post to the registered office of the company, personally at the registered office of the

The relevant proof of claim within the warranty period is the document (invoices, delivery
note) with the date of the purchase of the product and the type of product.

In the event that a warranty claim can not be applied to an entity other than a vendor, it will
be ensured by the vendor warranty service.

The seller shall issue a receipt to the buyer on the date of receipt of the goods complaints
that accurately identify the defects of the goods in accordance with the provisions of Section
18 5 of the Consumer Protection Act.

After furnishing the complaint, the seller informs the buyer
by e-mail, and, by email or by registered post, and will deliver a written proof of the complaint
(no later than 30 days from the date of the claim).

In addition, the buyer is entitled to require warranty repairs in authorized service centers, the
list of which can be found enclosed in the documentations of the goods, or by contacting the
seller himself.

The seller decides on the claim immediately, in complex cases within 3 business days.
In justified cases, especially if a complex technical assessment of the product condition is
required, no later than 30 days after the date of the claim.

Upon expiry of this period, the consumer has the right
withdraw from the contract or have the right to exchange the product for a new product.

The seller is obliged to manage the complaint and terminate it in one of the following ways:
(a) by handing over the repaired goods,
(b) by the exchange of goods
(c) by returning the purchase price of the goods,
(d) by payment of an appropriate discount on the price of the goods,
(e) by a duly substantiated refusal of the goods claim.

In the situation where the goods are meant to be sent to the seller or service center, the
buyer acts in such a way so the goods are packed in suitable packaging, which is sufficiently
protected and satisfies the requirements for transportation of fragile goods and marks the
consignment by the respective symbols.

In the event that the claimed goods are delivered by post or courier to the address of the
companys registered office, the responsible person
shall take over the goods, check the consignment, documentation (invoice, cash box,
packaging) the decisive date for the run-out date is the date of receipt from the courier or


We recommend that you insure the goods. We do not accept the on cash deliveries.
The responsible person is fully responsible for monitoring the timing of the complaint in
accordance with the relevant provisions of Act no. 250/2007 Z.z. on consumer protection and
the Civil Code and immediate contact of the customer about the provision of complaints
within the statutory deadline by e-mail, SMS, registered letter.

After the proper reclaiment processing, the service center will contact the buyer by
telephone, e-mail or otherwise agreed with the buyer to take over the repaired goods and the
complaint protocol, the goods will be delivered to the buyer in the form of a registered
shipment after a mutual agreement betwen the seller and the buyer.

During any visit of a service technician, a report on the detected malfunctions and the form of
their removal is required. Without such report any visit of a service technician is not taken
into account.

The entitlement to warranty expires in the event of improper installation or improper
commissioning of the items as well as in the case of improper handling of the items.


  • Final provisions

In the event of any complaint, the buyer informs the seller of the claim of the complaint and
makes an agreement about the most appropriate form of complaint procedure.
This Return policy shall enter into force on 1 March 2018. All Rights Reserved.
In case you wish to complain, contact us through the contact form of our Hakutsuru E-shop


  • Warranty policy

The warranty period of the goods is 24 months from the date of the purchase contract,
unless a different warranty period is set for specific goods and commences from the date of
receipt of the goods and confirmation of the necessary documents related to the goods by an
authorized person.

The warranty period of 24 months is valid for the sale of goods for private purposes [§ 620
para. 1 of the Civil Code].
If the buyer is an entrepreneur and purchases product for business purposes, the warranty
period is governed by the manufacturers warranty conditions in accordance with § 429 par.
2 of the Commercial Code.
The warranty period is extended by the period during which the buyer could not use the
goods for warranty repair of the goods

In the case of a replacement of the goods, the buyer will receive the document on which the
details about the goods meant to be replaced are written be written.
Any further returning claims will be applied based on the original delivery note and this

In case of replacement of goods, the warranty period starts to run from the date of receipt of
the new goods, but only for new goods.

All warranty claims applied by the law are free of charge.

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