Complaints Procedure


1.1 This company complaint procedure just love label s.r.o. with headquarters
Revoluční 1082/8, Nové Město, ZIP code 110 00 Prague 1, ID number: 140 36 002, registered in the commercial register maintained by the Municipal Court in Prague, section C, insert 359297 ("the seller ") regulates the basic mutual rights and obligations of the buyer in connection with by exercising rights from defective performance or quality guarantee (complaint) when concluding purchase contracts in one of the seller's brick-and-mortar stores or by means of remote communication, in particular through the web interface of the online store at the address

1.2 This complaint procedure is an integral part business conditions of the seller (" OP "), and unless otherwise stated in this document, the terms used here have the same meaning as in the OP. Rights and obligations not regulated by this complaint procedure or OP are governed by valid legal regulations of the Czech Republic. The buyer is obliged to familiarize himself with this complaint procedure and OP before ordering the goods.


2.1 If the buyer is a consumer, he is entitled to exercise the right from a defect that occurs in the goods within 24 months of receiving the goods, unless otherwise agreed. The seller is responsible to the buyer that the goods are free of defects upon receipt. In particular, the seller is responsible to the buyer that at the time the buyer took over the goods (i) the goods have the properties that the parties have agreed upon or that the seller or the manufacturer has described or that the buyer expected with regard to the nature of the goods, (ii) the goods are suitable for the purpose that for its use the seller states or for which the goods of this kind are usually used and (iii) the goods comply with the requirements of legal regulations. If a defect becomes apparent within six months of receipt, it is considered that the goods were already defective upon receipt. 

2.2 If the buyer, when concluding the purchase contract, acts as part of his business activity (or if the buyer is not a consumer), the period for exercising rights from defective performance for goods is 12 months. 

2.3 In the event that the purchase contract, warranty certificate (conditions), advertisement or product packaging specify different lengths of the warranty period, the longest period applies.

2.4 In the event that the goods do not meet the above requirements, the buyer has the right to delivery of new goods without defects, if this is not unreasonable due to the nature of the goods. If the defect concerns only a part of the thing, the buyer can only demand the replacement of the part; if this is not possible, he can withdraw from the contract and demand a full refund of the purchase price. However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the buyer has the right to remove the defect free of charge. 

2.5 The buyer has the right to deliver new goods or replace a part even in the case of a removable defect, if he cannot properly use the goods due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the buyer has the right to withdraw from the purchase contract.

2.6 If the buyer does not withdraw from the contract or if he does not exercise the right to deliver new goods without defects, to replace a part of it or to repair it, he can demand a reasonable discount from the purchase price. The buyer has the right to a reasonable discount even if the seller is unable to deliver new goods without defects, replace its parts or repair the goods, as well as if the seller does not remedy the situation within a reasonable time or if the remedy would cause significant difficulties for the buyer.

2.7 In the event of recognition of a manufacturing or material defect in the goods, the goods will be repaired free of charge or the seller will ensure the delivery of new goods without defects. 


3.1 The provisions stated in this complaint procedure do not apply to goods (i) where the defect has arisen due to wear and tear caused by normal use, or if this results from the nature of the item (e.g. expiry of the useful life); (ii) if the defect is already present at the time of acceptance and a discount from the purchase price is agreed for such a defect; (iii) if the goods are used and the defect corresponds to the degree of use or wear and tear the goods had when taken over by the buyer; (iv) where the defect is caused by the buyer and was caused by improper use, storage or improper maintenance contrary to the seller's and manufacturer's instructions or other intervention by the buyer or mechanical damage or (v) the defect was caused by an external event beyond the seller's control.

3.2 The buyer acknowledges that if the goods are delivered by a courier service or another carrier, the buyer is obliged to check the undamaged packaging of the shipment and adhesive tapes before confirming acceptance, and in case of doubt that the shipment has defects, the buyer has the right to refuse to accept an incomplete or damaged shipment. 

3.3 Complaints goods damaged during transport are governed by the carrier's complaints procedure and the relevant provisions of the Civil Code. Defects caused in this way cannot be claimed with the seller.


4.1 The buyer is obliged to point out the defect without undue delay after he had the opportunity to inspect the goods and was able to detect the defect with sufficient care, either by marking the defect or by announcing how it manifests itself; otherwise, he may not be granted the right from defective performance or quality guarantee. In particular, the buyer is obliged to properly inspect the goods for quantitative or qualitative defects before signing the delivery note. 

4.2 The buyer has the right to lodge a complaint with the seller, namely in any of his establishments where the receipt of complaints is possible with regard to the range of goods sold, or even at his registered office. The buyer is obliged to prove that he has the right to make a claim, in particular to document the date of purchase, either by presenting a sales document, a warranty card, or in another plausible way. 

4.3 The seller or an employee authorized by him is obliged to decide on the complaint immediately, in more complex cases within 3 working days. This period does not include the time required for a professional assessment of the defect. The seller is obliged to issue a confirmation to the buyer stating the date and place of the complaint, the characteristics of the alleged defect, the buyer's requested method of settlement of the claim and the manner in which the buyer will be informed about its settlement; later, the seller is obliged to issue the buyer with a confirmation of the date and method of handling the complaint, including confirmation of the repair and its duration, or justification for the rejection of the complaint.

4.4 The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the date of application of the complaint, unless the seller and the buyer agree on a longer period in the complaint protocol or otherwise.

4.5 If the buyer is not a consumer, the deadlines according to the articles do not apply 4.3 and 4.4 of this complaint procedure, but the seller undertakes to resolve complaints in the shortest possible time, taking into account the expert assessment of the goods by the seller or the manufacturer


5.1 The buyer has the right to out-of-court dispute resolution (ADR) from the contract with the seller in accordance with § 20d et seq. Act No. 634/1992 Coll., on consumer protection, as amended, through the Czech Trade Inspection ( ). An out-of-court resolution of a consumer dispute is initiated at the request of the buyer, which can be submitted mainly in writing, orally in the protocol or electronically via the online form provided on the website of the Czech Trade Inspection. None of the provisions of this article excludes the possibility of the buyer to address his claim to the competent court.

5.2 To make a claim, the buyer can use sample complaint form , which forms an appendix to these complaint regulations and is also available in electronic form on the seller's website .

5.3 The seller may change or supplement the wording of this complaint procedure at any time. However, this provision does not affect the rights and obligations arising from purchase contracts concluded before the new complaints procedure came into force.

5.4 This complaint procedure becomes valid and effective on 1 October 2022.

1. We are not sustainable, we are responsible

Like you, we are tired of how sustainable everyone is these days. What does sustainability really mean? How is it measured? 100% love? Yes. 100% sustainability? Illusion. For us, sustainability is a term without content. For us, responsibility is a term we understand and follow. Every part of our production and sales chain is a reason for us to improve. For us, every customer is a responsibility that we fulfill with love and joy.

2. We believe in natural materials

We believe that our bodies deserve the best and so does the planet. Organic cotton, silk and cashmere are the 3 basic materials we work with. We try to gradually add more innovative biomaterials to our assortment that are gentle on nature and the human body.

3. We use 100% materials

Nothing is 100%, but 100% materials are much easier to recycle than a combination of different materials. An ordinary cotton t-shirt, which is made of low-quality cotton and improved with additives such as elastane, is much more difficult to recycle than a 100% cotton t-shirt. We use 100% high quality materials, to which there is no need to add other synthetic elements. These materials are ideal for recycling.

4. If we use synthetic materials, then always recycled ones.

We already know that nothing is 100%, so sometimes it is necessary to use a synthetic material, otherwise we would create a product with such properties that no one would wear it. And such a product is a waste of resources. But if we use synthetic material, then always recycled to minimize the need to produce new artificial fibers.

5. We produce locally

We don't want to contribute to pointless global transport routes where one t-shirt travels three different continents before reaching its owner. For us, local does not necessarily mean production in the country where we are based. Cotton fiber doesn't grow in the Highlands, and cashmere goats don't run around the yard on the Little Side. By manufacturing in Ulaanbaatar, we support local business and fight against the export of raw cashmere by Chinese traffickers who then mix it with wool and pass it off as 100% cashmere. Production in Portugal gives us the opportunity to use modern technologies in factories whose production is based on responsible principles and experience with biomaterials. Production in the Czech Republic is ideal for our limited collections, which require direct supervision.

6. We are building a circular economy

It is absolutely essential for us to destroy the linear principle of mass production: make - use - throw away. Instead, we want everything we make to last as long as possible. We support second-hand sales, we want to participate in swap events and we are thinking about creating a JUSTLOVE rental company. We send all the clothes we make to be recycled into textile fibers. We want natural wealth to be treated with respect and dignity, we want to change linearity to circularity and establish the principle: produce - use - recycle.

7. We innovate through technology

Just because you love nature doesn't mean you can't love technology. For us, technology is a fascinating world that allows us to make the real world of the fashion industry better. For the design of our limited silk collection, we used 3D visualizations for the first time. These will allow cutting errors to be removed before it is physically cut into the fabric. This eliminates the need to create sets of prototypes and consume a lot of materials and energy. Other areas in which we invest are recycling, the creation of innovative materials and the development of AI technologies, which are used, for example, to create so-called virtual cabins. These simulate how the given piece of clothing would look directly on your figure.