We want you to feel confident about every Misté purchase. If something isn't right with your order or your product develops an unexpected issue, we're here to help.

For returns, refunds or product claims, contact us at info@misteritual.com.

Please include your order number and a short description of your request. If your product is damaged or defective, attaching photos or a short video will help us resolve your request faster.

Returns

If you are a consumer, you generally have the right to return products purchased from our online store within 14 days of receiving your order, without giving a reason.

To start a return, contact us at:

info@misteritual.com

Please include:

• your name,

• order number,

• the product you wish to return,

• and the date you received your order.

We will then provide you with the appropriate return instructions and return address.

Please do not send products back without contacting us first.

Return Conditions

Returned products should be sent back complete and, where reasonably possible, with all accessories and original packaging.

You may inspect and handle the product only to the extent necessary to establish its nature, characteristics and functionality, similarly to how you would inspect it in a physical store.

You are responsible for any reduction in the value of the product resulting from handling beyond what is necessary for this purpose.

Opening the external shipping packaging does not by itself affect your right to return a product.

Opened or used Misté filter cartridges cannot be returned or refunded for hygiene and health protection reasons, except where the product is defective or where mandatory consumer protection law provides otherwise.

This does not affect your statutory rights in relation to defective products.

Return Shipping

Unless otherwise stated or agreed with us, the direct cost of returning a product is paid by the customer.

We recommend using a tracked shipping method and keeping proof of shipment until your return has been processed.

If you are returning a product because it is defective, damaged or you received an incorrect item, please contact us before sending anything back. Where your claim is justified, your statutory rights regarding reasonable return costs remain unaffected.

Refunds

Once your return has been received, we may inspect the returned product to confirm its condition.

For a valid withdrawal from the purchase contract, we will refund all payments received from you in connection with the returned goods, including the cost of the least expensive standard delivery method offered for the original order.

If you chose a more expensive delivery option, such as express shipping, the additional shipping cost is not refundable.

Refunds will be processed without undue delay and no later than 14 days after we are informed of your decision to withdraw.

We may withhold the refund until we receive the returned products or until you provide evidence that you have sent them back, whichever occurs first.

Unless agreed otherwise, refunds will be issued using the same payment method used for the original purchase.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account after we process it.

Damaged, Defective or Incorrect Products

If your Misté product arrives damaged, is defective, or you receive a different product from the one you ordered, please contact us at:

info@misteritual.com

Please provide your order number together with photos or video showing the issue where possible.

Do not dispose of the product or send it back before receiving return instructions from us.

Your Rights Regarding Defective Products

Maison Brands s.r.o. is responsible for ensuring that products supplied to consumers comply with the purchase contract and are free from defects at the time of delivery.

A consumer may exercise statutory rights regarding a defect that was present when the product was received and which becomes apparent within two years of receiving the product, subject to applicable law.

In particular, the product should:

• correspond to its description and agreed specifications,

• have the expected quantity, quality and functionality,

• be suitable for its intended purpose,

• be supplied with the agreed accessories and instructions,

• and meet applicable legal requirements.

How We Resolve Product Claims

Depending on the nature of the defect and the requirements of applicable law, you may be entitled to have the product:

repaired or replaced free of charge.

Where repair or replacement is impossible, disproportionate, has not been completed properly, or where another statutory condition is met, you may also be entitled to:

an appropriate price reduction or a refund following withdrawal from the purchase contract.

The specific solution will depend on the nature and seriousness of the defect and your rights under applicable consumer protection law.

What Is Not Considered a Product Defect

Our responsibility for defective products generally does not cover damage or deterioration caused by:

• normal wear and tear,

• incorrect installation,

• incorrect or inappropriate use,

• failure to follow the installation or user instructions,

• improper maintenance or cleaning,

• mechanical damage caused by the customer or another person,

• unauthorized modifications or repairs,

• use of incompatible parts or accessories,

• damage caused by external circumstances beyond our reasonable control,

• or natural deterioration resulting from the normal lifespan of consumable components.

For Misté replaceable filter cartridges, a gradual reduction in filtration performance resulting from ordinary use or reaching the recommended replacement interval is considered normal product wear rather than a defect.

If a product was sold at a reduced price specifically because of a defect that was clearly disclosed before purchase, that particular disclosed defect cannot subsequently form the basis of a claim.

Filter Lifespan

Misté filtration cartridges are consumable products.

Their actual lifespan may vary depending on factors including:

• water quality,

• water hardness,

• frequency of use,

• water consumption,

• and local water conditions.

The recommended replacement interval shown on our website or product instructions represents the expected replacement cycle under normal conditions and does not constitute a guarantee that every filter will maintain identical performance for exactly that period under all water conditions.

Intended Product Use

Misté filtration products are designed to improve the quality of water used for washing and personal care.

Unless expressly stated otherwise, Misté products are not intended to produce drinking water and should not be used as a substitute for certified drinking water treatment systems.

Claims Process

To submit a claim, email:

info@misteritual.com

Please provide:

Order number
Name and email address
Product concerned
Description of the issue
Photos or video of the issue, where relevant

Proof of purchase does not necessarily need to be the original invoice if the purchase can be reliably demonstrated in another way.

After receiving your claim, we may ask you for additional information or request that the product be returned for inspection.

We will provide return instructions if returning the product is necessary.

Claim Processing Time

Consumer claims will be handled without undue delay.

Where applicable under Czech consumer protection law, a complaint, including remedying the defect, will be resolved no later than 30 days from the date the complaint is submitted, unless we agree with you on a longer period.

We will provide confirmation of the submission and subsequent resolution of your claim as required by applicable law.

This Returns & Refunds Policy is effective from 10 September 2026.