Returns & Refunds

This page explains your right to withdraw from a purchase contract concluded at a distance (e.g. through our online store) and how to exercise it. The right of withdrawal described below is granted to consumers under Czech law (Act No. 89/2012 Coll., the Civil Code, Sections 1829 et seq.), which implements EU consumer-protection rules. It does not apply to purchases made in the course of a business activity (B2B orders).

1. Right to Withdraw Within 14 Days

As a consumer, you have the right to withdraw from the contract within 14 days, without giving any reason and without any penalty.

The 14-day period begins on the day:

you (or a third party designated by you, other than the carrier) take physical possession of the goods;
in the case of an order for several items delivered separately, you take possession of the last item;
in the case of regular repeated delivery, you take possession of the first delivery.

To meet the withdrawal deadline, it is sufficient that you send your notice of withdrawal before the 14-day period expires.

2. How to Withdraw

To exercise your right of withdrawal, you only need to inform us of your decision by an unequivocal statement. You can choose any of the following options:

Online withdrawal form — the quickest way. Simply fill in and submit our withdrawal form.
Customer account — if you are a registered customer, log in to your account and use the "Withdraw from contract" button next to the relevant order.
Email — send your statement to eshop@ponap.cz.
By post — send a written notice to the return address below. The notice does not need any specific form; just make it clear that you are withdrawing from the contract and identify your order.

Whichever option you choose, we will acknowledge receipt of your withdrawal without undue delay.

3. Returning the Goods

You must send the goods back to us, or hand them over, without undue delay and no later than 14 days from the day on which you notified us of your withdrawal.

Please return the goods complete, ideally in their original packaging, together with any accessories and documentation.
You may inspect and test the goods only to the extent necessary to establish their nature, characteristics and functioning, as you would be able to in a physical store. You are liable for any diminished value of the goods resulting from handling beyond what is necessary for this purpose.
The direct cost of returning the goods is borne by you (the customer).

4. Refund

If you withdraw from the contract, we will reimburse all payments received from you, including the cost of standard delivery (we are not obliged to refund any extra cost where you chose a more expensive delivery method than the cheapest standard option we offer).

We will issue the refund without undue delay and no later than 14 days from the day we are informed of your withdrawal. We may, however, withhold the refund until we have received the returned goods back, or until you have supplied proof that you have sent them back, whichever is the earliest.

We will use the same means of payment that you used for the original transaction, unless you expressly agree otherwise; in any event, you will not incur any fees as a result of the refund.

5. When the Right of Withdrawal Does Not Apply

In line with the law, the right to withdraw within 14 days cannot be exercised for, among others:

goods made to your specifications or clearly personalised (custom-made simulators or products manufactured to order);
sealed goods which are not suitable for return for health-protection or hygiene reasons if they were unsealed after delivery;
goods which, after delivery, are inseparably mixed with other items.

If your order concerns a custom-made or made-to-order product, we will inform you that the right of withdrawal does not apply before you complete the purchase.

6. Return Address

PONAP s.r.o.
Lanžhotská 3631/30
690 02 Břeclav
Czech Republic
Email: eshop@ponap.cz · Phone: +420 777 888 278

For surgical simulators, please use the address: Tř. 1. Máje 504/7, Břeclav, Czech Republic. If you are unsure where to send your return, contact us first.

7. Defective Goods (Separate from Withdrawal)

The right of withdrawal above is separate from your rights in the event of a defective or incorrect item. If the goods are defective, please follow the warranty and complaints procedure in our Terms and Conditions.

These rules are governed by the laws of the Czech Republic. They do not affect any mandatory consumer rights you may have under the law of your country of residence.

Return Form

First Name

Last Name

E-mail Address

Phone Number

Order & Items

Order Number

Date of Delivery

Please specify the name and quantity of the items you are returning.

Reason for Return (Optional)

You are not required to provide a reason, but we would appreciate knowing what went wrong. It helps us improve our service.

Bank Account Number for Refund

By default, refunds are issued to the original payment method used for the purchase. If you paid via Cash on Delivery (COD), please provide your bank account number where we should send the refund.

I hereby withdraw from the purchase contract for the above-mentioned order in accordance with the applicable Terms and Conditions and request a full refund of the amount paid.

This form is intended for guest checkout customers who wish to withdraw from the purchase contract. If you have a customer account, you can initiate the return process directly within your order history details.