Refund policy

Quick contact

Email ivo@utopia.direct with your order number, a description of the issue and your preferred solution. Photos help us resolve damage quickly but are not a condition for accepting a complaint.

Seller: 1490 s.r.o., Company ID 05235847, Sudkův Důl 10, 395 01 Obrataň, Czech Republic.

1. Defective goods

We are responsible to consumers for goods being free from defects on receipt and conforming to the agreed description, quantity, quality and other agreed characteristics. For food and beverages, their natural nature, correct storage, best-before/use-by information and the product information are also relevant.

Natural sediment, cloudiness, colour development or small differences between batches are not defects by themselves where consistent with the product’s nature and description.

Submit a complaint by email to ivo@utopia.direct. If a physical return is needed, send the goods only after prior agreement to 1490 s.r.o., Sudkův Důl 10, 395 01 Obrataň, Czech Republic. Original packaging and an invoice are not required. We do need enough information to identify the purchase, date and claimed defect; an order number is the simplest method.

We will provide written confirmation of receipt of the complaint and written confirmation of its resolution or the reasons for rejection. Depending on the defect and statutory conditions, remedies may include repair or replacement, a reasonable price reduction, or withdrawal from the contract. Repair may be impossible for food or beverages, so the appropriate remedy depends on the issue and replacement availability.

A consumer complaint will be resolved and the consumer informed within 30 days unless a longer period is agreed in writing. Complaints are free of charge. For a justified complaint, we also reimburse reasonably incurred costs of making it.

2. Transit damage

If a parcel arrives broken or visibly damaged, contact us promptly with the order number and, where possible, photographs of the outer packaging, filling material, shipping label and damaged bottles. Do not send broken glass unless we expressly ask you to do so. Store or dispose of shards safely.

A carrier report and photos help but are not conditions of your statutory rights against UTOPIA.

3. Consumer withdrawal within 14 days

If you are a consumer and the contract was concluded at a distance, you may generally withdraw without giving a reason within 14 days of receiving the goods. Send an unequivocal statement before the deadline to ivo@utopia.direct. You may use the model withdrawal form or our online withdrawal form, but neither is mandatory.

After prior agreement, send or hand the goods back within 14 days of withdrawal to 1490 s.r.o., Sudkův Důl 10, 395 01 Obrataň, Czech Republic. You bear the direct return costs unless agreed otherwise. Pack bottles safely. You are liable for diminished value only where handling went beyond what was necessary to establish the nature and characteristics of the goods.

We will reimburse payments received, including the cost of our least expensive standard outbound delivery, within 14 days of withdrawal. We use the same payment method unless otherwise agreed without additional cost to you. We may withhold reimbursement until we receive the goods or evidence that they were sent, whichever occurs first.

4. Exceptions

Withdrawal is excluded only in the cases provided by law. For an opened or partly consumed bottle, the consumer may be responsible for diminished value if the goods were handled beyond what was necessary to establish their nature and characteristics. Each case will be assessed according to the nature of the goods and applicable law.

Any exception from the right of withdrawal or reduction in value does not restrict the right to complain about defective, damaged or otherwise non-conforming goods.

5. Alternative dispute resolution

The competent Czech ADR entity is the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2, Czech Republic; coi.gov.cz/informace-o-adr, adr@coi.gov.cz.

This information is effective from 7 September 2026.