Complaints & Returns Policy

Complaints and Returns

At GrRUM Distillery, we are committed to the quality of our products and the satisfaction of our customers. If the goods received are defective or have been damaged during transport, a complaint may be submitted in accordance with the conditions outlined below.

Inspection of the Shipment Upon Delivery

The customer is responsible for inspecting the shipment upon receipt from the carrier.

If the package shows visible signs of damage, we recommend:

• Refusing acceptance of the shipment, or

• Completing a damage report with the carrier.

Claims relating to transport damage reported after delivery may not be accepted.

Submitting a Complaint

Complaints may be submitted by email or in writing.

We recommend including:

• Order number

• Description of the defect

• Photographs of the damage (if possible)

• Customer contact details

Contact Email:

gr-rum@post.cz

Resolution of Complaints

If a complaint is deemed justified, one of the following remedies may be provided:

• Replacement of the goods

• A reasonable price reduction

• A full refund of the purchase price

Complaints will be resolved within the statutory period and no later than 30 days from the date of submission, unless otherwise agreed.

Returns

Customers have the right to withdraw from the purchase contract within 14 days of receiving the goods in accordance with applicable legislation.

Returned goods must be:

• Undamaged

• Unused

• In their original condition

• In their original packaging

For hygiene and safety reasons, opened bottles or products with clearly broken protective seals cannot be returned.

Shipping Costs

In the case of a justified complaint, all costs associated with the complaint process will be covered by the seller.

In the event of an unjustified complaint, shipping and related costs may be charged to the customer.

Address for Complaints and Returns

GrRUM Distillery
Uhřice 25
Sedlec-Prčice 257 91
Czech Republic