Return and refund policy

RETURNS AND COMPLAINTS FOR GOODS PURCHASED IN THE SOBERTABLE.COM ONLINE STORE

RETURNS

Within 30 days after purchase, you can return your order for free, without giving a reason, in just a few simple steps:

  1. Notify us — To withdraw from the purchase contract, please send an email to support@sobertable.com.
    Please include the following information in your message:
    • Name and surname
    • Contact email and phone number
    • Order number
    • Product identification number
    • Product name and quantity
    • Bank account number for refund (if payment was made by cash on delivery)
  2. Pack the goods carefully to prevent damage during transport.
  3. Mark the parcel with your order number. Missing order information may delay processing and your refund.
  4. After sending the above details by email, we will send you a return label. Please print the label, attach it to the package, and deliver it to the nearest delivery point.
    The goods must be returned to the seller within 14 days from the date of withdrawal from the contract.
    You will receive the refund within 14 days of the returned goods being delivered to our warehouse, according to your original payment method:
    • Cash on delivery: refunded to the account specified in your withdrawal notice.
    • Online payment: refunded to the same account used for payment.

IMPORTANT:


In accordance with § 1837 of Act No. 89/2012 Coll., the Civil Code, the right to withdraw from the contract does not apply to:

  • goods that are subject to rapid deterioration or expiry (such as perishable food or drink)
  • goods unsealed after delivery that are unsuitable for return for hygiene reasons.

We accept returns only for unused, complete, and undamaged items, and, where possible, returned in their original packaging.

COMPLAINTS (FOOD & DRINK PRODUCTS)

1. Quality Assurance

All products offered in our store meet high quality standards and undergo double quality control before being offered for sale.
We make every effort to ensure that all food and drink products are safe, properly labeled, and compliant with applicable legislation.

2. Right to Make a Complaint

If, despite our efforts, you find a defect or are dissatisfied with a product, you have the right to make a complaint in accordance with:

  • Act No. 89/2012 Coll., the Civil Code, and
  • Act No. 634/1992 Coll., on Consumer Protection, as amended,
    which implement Directive (EU) 2019/771 on the sale of goods and Directive 2011/83/EU on consumer rights.

3. Time Limit for Complaints

You may claim goods within 24 months from the date of purchase.
However, for perishable food and drink products, the claim period is limited by the indicated shelf life or expiration date (“best before” / “use by” date). After this date, the product can no longer be subject to complaint.

4. How to File a Complaint

To report a complaint, please send an email to support@sobertable.com including:

  • Name and surname
  • Contact email and phone number
  • Order number or product identification number
  • Proof of purchase (receipt, invoice, or order confirmation)
  • Description of the defect or issue
  • Photographs of the product (if possible)

IMPORTANT:


The deadline for assessing the complaint is 30 days from the date of receipt of a complete notification.
Our complaints department will inform you of the next steps within this period.
In the event of a justified complaint, the goods will be replaced, repaired, or the purchase price (or a proportional part thereof) will be refunded.

Taste and Sensory Perception

We understand that taste is personal. While we cannot accept returns or complaints based only on individual taste preferences, if you believe the product was not in the expected condition (e.g., spoiled, off-flavour, or inconsistent with its description), please contact us — we’ll gladly investigate and make it right.

If you are not satisfied with the handling of your complaint, you may contact the Czech Trade Inspection Authority (Česká obchodní inspekce – ČOI) at https://coi.gov.cz/ for out-of-court consumer dispute resolution.

REFUNDS

Refunds based on complaints will be made within 14 working days from receipt of the returned goods or confirmation of a justified complaint, using the original payment method:

  • Cash on delivery: refunded to the account you provided when submitting the complaint.
  • Online payment: refunded to the same account used for payment.

If you have any questions regarding returns or complaints, please do not hesitate to contact us — we are happy to help!

Email: support@sobertable.com
Working hours: Monday – Friday, 10:00 – 17:00

Data Controller:
Ecological Systems Engineering s.r.o.
Registered office: Eliášova 922/21, 160 00 Prague, Czech Republic
Registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 282552
Company ID: 06459269 | VAT ID: CZ06459269
support@sobertable.com

The processing of personal data related to returns and complaints is carried out in accordance with Regulation (EU) 2016/679 (GDPR) and our Privacy Policy.