Refund policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, as determined upon inspection by us. Items must be unused, uninstalled, unmodified, with all original packaging, accessories, and documentation included. You will also need the receipt or proof of purchase.

Items showing signs of use, installation, modification, wear, or incomplete packaging may be refused or subject to a partial refund at our discretion.

To start a return, contact us at tom@filmatura.com.
Returns should be sent to:

Filmatura s.r.o.
Bystrc 946e
63500 Brno
Czech Republic

Items sent back without first requesting a return will not be accepted.

If your return is accepted, we may provide a prepaid return label. Return shipping costs will be deducted from your refund, unless the item is defective, damaged, or we sent the wrong item.

You can always contact us with any return-related questions at tom@filmatura.com.

Damages and Issues

Please inspect your order immediately upon reception and contact us if the item is defective, damaged, or incorrect. We will evaluate the issue and, if approved, cover return shipping and resolve the issue accordingly.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including but not limited to:

  • Custom or made-to-order products

  • Sale items

  • Gift cards

  • Perishable goods

  • Hazardous materials, flammable liquids, or gases

If you are unsure whether your item qualifies for return, please contact us before purchasing.

Exchanges

The fastest way to receive a replacement item is to return the original item first. Once the return is accepted, you may place a new order separately.

Shipping Costs and Refused or Unclaimed Packages

  • Original shipping costs are non-refundable, even if the order is returned.

  • Return shipping is the customer’s responsibility. If a prepaid return label is provided, the actual return shipping cost will be deducted from the refund.

  • Refused or unclaimed packages:
    If an order is refused upon delivery or returned to us as unclaimed, we will refund only the product price, minus the original shipping cost and the carrier’s return shipping cost. These deductions are non-negotiable and will be applied once the item is received and inspected.

Import Duties and Customs Fees

Import duties, taxes, tariffs, customs fees, and carrier clearance charges are not included in the purchase price, are set by customs authorities and carriers, and are not controlled by us.

All such charges are non-refundable and will not be reimbursed under any circumstances, including returns, refusals, or unclaimed shipments.

European Union 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason.

Items must be returned in the same condition received, unused, uninstalled, with original packaging and proof of purchase. Under the cooling-off period, return shipping is the customer’s responsibility, unless the item is defective or incorrect.

The 14-day cooling-off period does not apply to custom or made-to-order items.

Refunds

We will notify you once your return has been received and inspected. If approved, your refund will be issued to your original payment method within 10 business days.

Please note that banks, card issuers, and payment providers may take additional time to process and post refunds. We are not responsible for delays caused by third-party payment providers.

If more than 15 business days have passed since refund approval, please contact us at tom@filmatura.com.