Orders
Standard checkout, payment at order placement. Cancelling within 24 hours is free and immediate, simply send an email to info@molequa.com stating the email address under which the reservation was submitted.
Complaint (defective goods)
Withdrawal from contract (30 days)
Under § 7 of Act No. 102/2014 Coll., the consumer has the right to withdraw from the contract within 30 days of receiving the goods without giving a reason, with the following exceptions:
- The goods are not in their original sealed packaging
- The vial seal has been broken
- The goods were stored outside the prescribed conditions (2 to 8 °C) and quality is therefore compromised
For hygienic and safety reasons, returns of products that have been reconstituted or otherwise altered are not possible under § 7 par. 6 lett. e) of Act No. 102/2014 Coll.
Withdrawal procedure
- Email info@molequa.com with your order number and reason (optional).
- We will send you a withdrawal form to fill out.
- Send the goods within 30 days of notifying us of the withdrawal to the warehouse address (provided in the email).
- We will refund the price within 14 days of receiving the goods by the same method used for payment.
- The buyer bears the return shipping costs.
Claim (defective goods)
If the delivered goods are damaged or show other defects (e.g. wrong batch, problem with CoA), submit a claim:
- Email info@molequa.com within 24 hours of delivery with photo documentation.
- We will process the claim within 30 days in line with the Civil Code.
- For a valid claim we send a free replacement or refund the full price.
Lost or damaged shipment
In case of loss or damage by the courier, we open a claim with the carrier. We send a free replacement within 5 business days of claim confirmation.
Our warehouse
The address for returns will be provided in the email confirming the withdrawal (the warehouse address is not publicly listed for security and logistics reasons).
