Refund policy

Returns and Complaints

Effective from 1 November 2026

Withdrawal from the contract within 30 days

As a consumer, you may withdraw from the purchase contract without giving any reason within 30 days of the day on which you, or a person designated by you other than the carrier, receive the goods; for an order delivered in several parts, the period runs from receipt of the last part. We have voluntarily extended the statutory 14-day period.

To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement:

• using the online form on the Withdraw from contract page (link in the website footer) – just enter your name, email, order number and the goods and click the “Withdraw from contract” button,
• by email to info@prixiro.eu, or
• by post to Factory51 s.r.o., Spálená 3, 602 00 Brno, Czech Republic.

You may use the model form below, but you are not required to. You do not have to give a reason. To meet the deadline, it is sufficient to send your notice of withdrawal before the period expires. We will confirm receipt of your withdrawal by email without undue delay.

Effects of withdrawal

Send the goods back to us no later than 14 days after withdrawing, to Factory51 s.r.o., Spálená 3, 602 00 Brno, Czech Republic. The deadline is met if you send the goods before the period expires. There is no shop or collection point at this address, so goods cannot be returned in person. You bear the direct cost of returning the goods.

We will refund all payments received from you, including the cost of delivery to you (up to the cost of the cheapest delivery option offered), without undue delay and no later than 14 days from the day on which we receive your notice of withdrawal. We will use the same means of payment that you used (card, Apple Pay, Google Pay or PayPal); another means only if you have expressly agreed to it, and at no additional cost to you. We may withhold the refund until we have received the goods or you have provided proof that you have sent them, whichever is earlier.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. You may inspect and try the goods as you would in a physical shop.

Further information on returns

• Please return collectible models in their original box. A missing original box does not prevent you from withdrawing; we may only claim compensation for any resulting reduction in the value of the model.
• If you withdraw from only part of an order, we will refund the shipping costs only if you return all goods from the order.
• If you withdraw, we also refund the price of Parcel protection, unless it has already been used.
• We do not accept parcels sent with payment due on receipt; please send the goods as a standard parcel.
• The right of withdrawal does not apply to (a) contracts for the supply of goods made to your specifications or clearly personalised (e.g. a jersey printed with a name to order), and (b) contracts for the supply of sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed after delivery. This applies only to products expressly marked as such on the product page. Opening the packaging of other goods (e.g. LEGO sets, models, caps) does not exclude the right of withdrawal.

Complaints (rights arising from defective performance)

We are liable for defects in the goods for 24 months from receipt. If a defect becomes apparent within the first year, the goods are presumed to have been defective upon receipt. A summary of your statutory rights is also given in the harmonised EU notice on the legal guarantee in the website footer.

Your rights: If the goods are defective, you may request that the defect be remedied by delivery of new goods or by repair, at your choice, unless the chosen method is impossible or disproportionately costly compared to the other. You may request a reasonable price reduction or withdraw from the contract if:

• we refuse to remedy the defect or fail to remedy it within a reasonable time (no later than 30 days) or without significant inconvenience to you,
• the defect recurs,
• the defect constitutes a material breach of contract, or
• it is evident from our statement or the circumstances that we will not remedy the defect.

You cannot withdraw from the contract if the defect is insignificant.

How to make a complaint: You can lodge a complaint by email at info@prixiro.eu or by post at Factory51 s.r.o., Spálená 3, 602 00 Brno, Czech Republic. Please state your order number, a description of the defect and the remedy you request and, ideally, attach a photo. If we need the goods for assessment, send them to the address above; we will reimburse the costs associated with a justified complaint.

When you lodge a complaint, we will issue you a confirmation by email stating when you lodged it, its content and the remedy you request. We will handle the complaint without undue delay and no later than 30 days after it is lodged, unless we agree on a longer period. Once it has been handled, we will send you a confirmation of the date and manner of handling, including confirmation of any repair and its duration, or a written justification if the complaint is rejected.

Rights arising from defective performance do not cover normal wear and tear, damage caused by improper use or maintenance, or defects for which a price reduction was granted.

Damaged or lost shipments

We bear the risk of loss of or damage to the goods in transit until you receive them. Please check upon delivery that the shipment is not damaged. If it is, let us know as soon as possible at info@prixiro.eu – we will send you replacement goods free of charge or, if you prefer or they are no longer available, refund the full price including shipping. A damage report made with the carrier helps us, but it is not a condition for exercising your rights.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract; you can also withdraw using the online form on the Withdraw from contract page)

To: Factory51 s.r.o., Spálená 3, 602 00 Brno, Czech Republic, email: info@prixiro.eu (registered office: Džbánice 37, 671 71 Džbánice, Company ID (IČO) 23908602)

I hereby give notice that I withdraw from the contract for the purchase of the following goods: ______________________
Order number: ____________
Ordered on / received on: ____________
Full name: ______________________
Address: ______________________
Email: ______________________
Bank account (optional – only if you wish to be refunded by bank transfer instead of the original payment method): ______________________
Date and signature (only if this form is submitted on paper): ____________