Complaints Procedure

By law, the customer is entitled to a warranty period of 24 months and the purchase in our e-shop is no exception. The warranty period always runs from the receipt of the goods. The warranty period does not include the time for handling complaints about the goods. If the goods are replaced with new ones or the part for which the warranty is provided is replaced, the new warranty period begins to run, from the receipt of the new goods (or from the receipt of the goods with the new part). The above cannot be applied to gifts for goods.

Link to Terms and Conditions

Our team always try to make sure that no defective goods are sent. If it happens that the buyer receives defective goods or goods that he did not order, it is necessary to contact the complaints department immediately. After telephone or e-mail communication, when the buyer accurately describes the defect and fills in the complaint protocol. We will evaluate the claim for the complaint and, if the customer is entitled to it, send compensation in the shortest possible time. We ask customers not to send shipments back without prior agreement.

Eligible complaints are handled free of charge; for unauthorized ones, we charge a transport and handling fee of CZK 300. Damage during transport is not a reason for a complaint to the seller - these damages must be resolved with the carrier upon receipt.

In the event that the goods delivered by us are not in accordance with the purchase contract after receipt, you can claim the goods according to the valid complaint rules and the goods will be returned to the condition corresponding to the purchase contract or replaced free of charge without undue delay. Conflicts with the purchase contract, including defects in consumer goods, can be claimed throughout the warranty period, ie 24 months from receipt of the goods.

The buyer has the opportunity to return the goods without giving reasons within 14 days of receipt. The money for the goods, including delivery costs, will be returned in the agreed manner. Please note that a refund of shipping costs does not apply if the customer returns only part of the order. Postage associated with sending the goods back to the seller is paid by the buyer. The goods may not be sent cash on delivery, such shipment will not be accepted by us. Returned goods must be unused, undamaged and in the original packaging. The tax document that was received with the goods must always be attached to the goods. If the customer is a final consumer, he fills in the following form and sends the goods to the address of our establishment listed in Contacts.

The buyer has the right to exchange the goods within 14 days of receipt. For the exchange, it is necessary to contact our complaints department by phone or e-mail and arrange the details of the exchange. Then pack the goods you want to exchange, enclose the tax document and send it to our address at your expense. As soon as we receive the goods, we will carry out an inspection. If everything is in order, we will send you an e-mail requesting payment of postage or a supplement for new exchanged goods. After paying the required amount, we send the goods to your address.

Please note: If this is not a complaints but exchange of goods, the customer is responsible for the shipping costs.