Complaints and Returns Policy

1. Scope

This policy applies to gift cards purchased at www.sharksbarber.cz and to related delivery, payments, and voucher redemption.

2. How to file a complaint

Send complaints to [email protected]. Include the order number, name, email, problem description, and, where relevant, a photo of the damaged physical card or error message.

We will confirm receipt by email. Complaints are handled without undue delay and no later than 30 days unless we agree on a longer period with the customer.

3. Typical complaints

• the voucher or confirmation email did not arrive
• the voucher code does not work or was incorrectly marked as used
• the voucher contains incorrect details
• the physical card arrived damaged or was not delivered
• the payment was charged incorrectly

4. Withdrawal and refunds

A consumer may withdraw from a distance contract within 14 days unless a statutory exception applies.

A digital voucher can be refunded within 14 days of purchase if it has not been redeemed.

A physical Shark's Barber voucher is an individually prepared and personalised card made according to the order details. For a physical voucher, the customer therefore cannot withdraw from the contract without giving a reason under Section 1837(d) of the Czech Civil Code.

A refund may also be provided where a complaint is accepted, a payment was duplicated or charged incorrectly, the voucher was not delivered, the code does not work, or the seller caused an error.

Once a voucher has been redeemed, the customer cannot request a refund for that voucher unless it concerns a justified complaint about the service under applicable law.

5. Refund method

Refunds are usually made through the same payment method used by the customer. Online card payments are refunded through the Comgate payment gateway. The time until the funds are credited may depend on the customer's bank.

If the order was delivered physically and the refund is approved, we may make the refund conditional on return of the physical card or proof that it has been sent back.

6. Order and service cancellation

An unpaid order is not completed and the customer may abandon it without a cancellation fee.

A paid voucher is handled under this Complaints and Returns Policy and the Terms and Conditions. A booking for a specific barbershop service is cancelled or changed through the booking system or by contacting the branch.

7. Contact

• Cut Caesar s.r.o.
• Company ID: 17484031
• registered office: Mikovcova 10, 120 00 Prague, Czech Republic
• registered with the Municipal Court in Prague, Section C, File 372310
• email: [email protected]
• phone: +420 776 181 637