Complaints Procedure
Last updated: 10.9.2026
The short version: If your deck arrives damaged or something’s wrong with it, email us a photo and we’ll sort it out – usually by sending you a new deck, without you having to ship anything back.
Your legal guarantee
Every deck ships foil-sealed, straight from the printer. If yours arrives damaged or something’s wrong with it, you’re covered by the 2-year legal guarantee. It covers defects, not normal wear from using the cards.
How to make a complaint
Email hello@threebodyproduct.com with:
- your order number,
- a short description of the problem,
- a photo of the defect – and if the parcel itself arrived damaged, a photo of the packaging too.
What happens next
- We’ll confirm by email that we received your complaint.
- In most cases we’ll simply send you a new deck without you having to ship anything back.
- If we ever need the deck back, we’ll tell you how and cover the shipping cost.
- If a replacement isn’t possible, you can have a price reduction or a full refund.
- Legally we have 30 days to resolve a complaint; in practice it’s usually a few days. We’ll confirm by email how it was resolved.
If we can’t agree
We’ll always try to sort things out by email first. If you’re a consumer and we can’t reach an agreement, you can turn to the Czech Trade Inspection Authority (Česká obchodní inspekce, adr.coi.cz) for out-of-court dispute resolution.
Changed your mind rather than received a faulty deck? See Withdrawal & Returns.