Complaints Policy
1. General Provisions
This Complaints Policy governs the rights and obligations of the customer and the seller in accordance with the applicable laws of the Czech Republic.
2. Warranty & Defective Goods Rights
Customers are entitled to exercise their rights related to defective goods within 24 months from the date of delivery, in accordance with applicable consumer protection laws.
3. Rights Related to Defective Goods
Customers may submit a claim if:
- the product has a manufacturing defect
- the product was damaged during delivery
- the delivered item does not match the order
4. Claims Cannot Be Accepted In Cases Of
- normal wear and tear
- improper use or maintenance
- mechanical damage caused by the customer
5. Submitting a Claim
Claims should be submitted by email to:
Please include:
- your order number
- a description of the issue
- photographs of the product
6. Resolution of Claims
Claims will be reviewed without unnecessary delay, no later than 30 days from submission.
Customers will be informed about the outcome by email.
7. Out-of-Court Dispute Resolution
Consumers have the right to out-of-court dispute resolution in accordance with applicable consumer protection laws.
Customers in the Czech Republic may contact the Czech Trade Inspection Authority (ČOI):
Czech Trade Inspection Authority (ČOI)
Consumers within the European Union may also use the European Commission’s Online Dispute Resolution platform (ODR):