Complaints Procedure
Returns & Complaints Policy
COLETTE Top s.r.o. – Your Leda | www.yourleda.com
Effective from 28 May 2026
Field Details
Seller COLETTE Top s.r.o., Jaltská 968/17, 360 01 Karlovy Vary, Czech Republic
Company Reg. / VAT 26373912 | CZ26373912
E-mail eshop@yourleda.com
Phone +420 728 454 872 (Mon–Fri 9:00–17:00 CET)
Website / RETINO www.yourleda.com → footer → “Returns & Complaints”
Return address COLETTE Top s.r.o., Boutique LEDA, Moskovská 6, 360 01 Karlovy Vary, Czech Republic
I. General Provisions
This Returns & Complaints Policy (hereinafter “Policy”) of COLETTE Top s.r.o. (hereinafter “Seller”) sets out the rights and obligations of the Buyer when filing complaints regarding non-conformity of goods with the contract, returning goods, and exercising the right of withdrawal from the contract of sale. This Policy is based on Directive 2011/83/EU on consumer rights, Directive 2019/771/EU on contracts for the sale of goods, and Regulation (EC) No 593/2008 (Rome I). In relation to consumers residing in individual EU Member States, the mandatory consumer protection provisions of the law of the country of the consumer’s habitual residence shall apply in addition to the above (Rome I, Art. 6).
This Policy forms an integral part of the Seller’s Terms and Conditions available at www.yourleda.com.
II. Non-Conformity of Goods with the Contract (Complaints)
Liability period and legal basis
The Seller is liable to the Consumer for any lack of conformity of goods with the contract that exists at the time of delivery and becomes apparent within 2 years of delivery (Art. 10(1) of Directive 2019/771/EU, implemented in the applicable national law of the consumer’s Member State).
A lack of conformity that becomes apparent within 12 months of delivery shall be presumed to have existed at the time of delivery, unless this is incompatible with the nature of the goods or the nature of the lack of conformity (Art. 11(2) of Directive 2019/771/EU).
The tax invoice or receipt serves as proof of purchase for complaint purposes.
Exclusions from liability
A complaint will not be accepted in particular in the following cases:
• wear and tear resulting from normal use,
• mechanical damage caused by the Buyer (cracking, breaking, scratching, etc.),
• damage caused by excessive moisture, chemical substances or improper care,
• defects of which the Buyer was expressly informed before purchase.
Complaints procedure
1. The Buyer initiates the complaint via the RETINO app on www.yourleda.com (footer → “Returns & Complaints” → “File a Complaint” button), or by e-mail to eshop@yourleda.com.
2. The complaint must include: a description of the defect, a photo of the defect, and the order number or a copy of the proof of purchase.
3. Goods must be sent carefully packaged to: COLETTE Top s.r.o., Boutique LEDA, Moskovská 6, 360 01 Karlovy Vary, Czech Republic. Please enclose a copy of the proof of purchase.
Shipping costs for complaints
When filing a complaint, the Buyer may use a return shipping code generated via the RETINO app. Current shipping costs for available options are shown directly in the RETINO app form. Alternatively, goods may be sent at the Buyer’s own expense to the return address above.
If the complaint is accepted, the Seller will reimburse the Buyer for the necessary shipping costs incurred in connection with the complaint (Art. 14(1) of Directive 2019/771/EU).
After the complaint is resolved (whether accepted or rejected), the Buyer selects one of the available return shipping options in the RETINO app, or arranges their own return; costs are in accordance with the current price list.
Time frame and outcome of complaint resolution
The Seller will respond to a complaint within 14 calendar days of receipt, as a contractual commitment. The duty to provide the remedy is governed by Art. 14 of Directive 2019/771/EU. Depending on the nature of the defect, the goods will be:
• repaired,
• replaced with new, conforming goods,
• subject to a price reduction, or
• subject to a full refund of the purchase price (in the case of a significant lack of conformity or after two unsuccessful repair or replacement attempts – Art. 13(4) and Art. 14(4) of Directive 2019/771/EU).
The Buyer will be informed of the outcome by e-mail. If the complaint is accepted, the Buyer is entitled to reimbursement of the reasonable costs necessarily incurred in asserting rights under the complaint (Art. 14(1) of Directive 2019/771/EU).
Inspection of returned and complained goods
The Seller inspects all received goods using the following methods:
• manual visual inspection,
• chemical analysis using UV light,
• comparison with photographic documentation taken when the goods were dispatched to the customer.
III. Returns – Right of Withdrawal
Consumer’s right of withdrawal
The Consumer has the right to withdraw from the contract of sale without giving any reason within 14 days of receiving the goods (Art. 9(1) of Directive 2011/83/EU).
Withdrawal procedure
4. Complete the form in the RETINO app on www.yourleda.com (footer → “Returns & Complaints” → “Return Goods” button).
5. Pack the goods carefully, enclose a copy of the proof of purchase, and dispatch the parcel.
6. The goods must be dispatched no later than 14 days from the date of the withdrawal notice (Art. 14(1) of Directive 2011/83/EU).
Return shipping options
The Buyer may use a return shipping code generated via the RETINO app. Current costs for available shipping options are shown directly in the RETINO app form. Alternatively, goods may be sent at the Buyer’s own expense to:
COLETTE Top s.r.o., Boutique LEDA, Moskovská 6, 360 01 Karlovy Vary, Czech Republic
Conditions for returning goods
Goods must be returned:
• undamaged and unworn,
• free from signs of use (unused),
• where possible, in the original packaging with tags attached.
The Consumer is liable for any diminishment in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (Art. 14(2) of Directive 2011/83/EU). If the returned goods are visibly damaged, soiled, missing tags or otherwise diminished in value, the Seller reserves the right to make a proportionate deduction from the refund amount.
Refund of payment
The Seller will refund the purchase price to the Buyer using the same payment method that the Buyer originally used, no later than 14 days from the date of the withdrawal notice (Art. 13(1) of Directive 2011/83/EU). The Seller may withhold the refund until the goods have been received, or until the Consumer provides proof of dispatch, whichever occurs first (Art. 13(3) of Directive 2011/83/EU).
Return of a gift
If the Buyer received a gift as part of an order and, following the return of goods, no longer meets the conditions of the promotional offer, the Buyer is required to return the gift as well. Otherwise, the value of the gift will be invoiced at full price.
IV. Exchange of Goods
The Buyer may request an exchange of goods (e.g. a different size or colour) via the RETINO app on www.yourleda.com → “Exchange Goods” button. An exchange is possible on the following conditions:
• the goods are unworn, undamaged and in their original packaging,
• the requested replacement item is in stock,
• the exchange request is submitted within 14 days of receipt of the goods.
Upon receipt and inspection of the returned goods, the replacement item will be dispatched within 14 working days. Shipping costs for the replacement item are in accordance with the Seller’s current price list.
V. Restriction of Purchases for Excessive Returns
The Seller reserves the right to restrict or suspend purchasing for Buyers who repeatedly and excessively return goods in a manner inconsistent with typical purchasing behaviour, for a period of up to 12 months. The Buyer will be informed of any such restriction in reasonable time in advance.
VI. Environmental Aspects of Returns
Free returns lead to a high number of unnecessarily dispatched parcels, increasing CO₂ emissions, packaging material consumption and contributing to overproduction. Please use the detailed size guides when placing your order, and do not hesitate to contact us for advice: eshop@yourleda.com or +420 728 454 872. If the size still does not fit, we are happy to exchange the item.
VII. Non-Conforming Goods at the Time of Delivery
If the goods do not conform to the contract at the time of delivery (e.g. wrong item, damaged goods, incorrect size), the provisions of Art. 9 et seq. of Directive 2019/771/EU shall apply. The Buyer is required to notify the Seller of the non-conformity without undue delay after discovering it. The Seller undertakes to replace the goods or refund the purchase price without undue delay.
VIII. Summary of Key Time Limits
Situation Time Limit
Right of withdrawal 14 days from receipt of goods (Art. 9(1) Dir. 2011/83/EU)
Dispatch of returned goods Within 14 days of withdrawal notice (Art. 14(1) Dir. 2011/83/EU)
Refund to Consumer Within 14 days of withdrawal notice (Art. 13(1) Dir. 2011/83/EU)
Complaint response Within 14 calendar days (contractual commitment)
Liability period for non-conformity 2 years from delivery (Art. 10(1) Dir. 2019/771/EU)
Presumption of non-conformity at delivery 12 months from delivery (Art. 11(2) Dir. 2019/771/EU)
Acknowledgement of complaint/enquiry Within 5 working days
Resolution of complaint/enquiry Within 30 days of receipt
IX. Complaints and Enquiries
How to submit a complaint or enquiry
The Buyer may submit a complaint or enquiry regarding any matter connected with a purchase or the Seller’s services in the following ways:
• By e-mail: eshop@yourleda.com
• By phone: +420 728 454 872 (Mon–Fri 9:00–17:00 CET)
• In writing: COLETTE Top s.r.o., Boutique LEDA, Moskovská 6, 360 01 Karlovy Vary, Czech Republic
Response times
The Seller will acknowledge receipt of a complaint or enquiry without undue delay, and no later than within 5 working days of receipt. The matter will be resolved no later than within 30 days of receipt. If additional time is required, the Buyer will be informed and given an estimated resolution date.
Out-of-court dispute resolution
Consumers have the right to seek out-of-court resolution of disputes. The competent alternative dispute resolution body in the Czech Republic is the Czech Trade Inspection Authority (COI – www.coi.cz). Consumers from other EU Member States may use the competent ADR body in their country of residence, or access the European Online Dispute Resolution platform (ODR) at https://ec.europa.eu/consumers/odr. Under applicable EU law (Art. 14(1) of Regulation (EU) No 524/2013), the Seller provides the following ODR link: https://ec.europa.eu/consumers/odr.
X. Final Provisions
This Policy enters into force on 28 May 2026. Amendments to this Policy take effect from the date of their publication on www.yourleda.com and do not affect contracts concluded before the date the amendment enters into force.
Matters not governed by this Policy are subject to the Seller’s Terms and Conditions and applicable law. The applicable law is determined in accordance with Regulation (EC) No 593/2008 (Rome I); for consumers, the mandatory provisions of the law of their country of habitual residence shall always apply (Rome I, Art. 6).