How to make a complaint

We carefully select materials from trusted suppliers and check our products at several stages. Occasionally, however, a defect may occur. If it does, please make a complaint. Below are answers to the most frequently asked questions. 

 

How long do I have to make a complaint?

We are responsible for all defects, including hidden ones, present when you received the product. You have 2 years (24 months) from receipt to make a complaint.

 

Which defects are not covered?

We are not responsible for defects where:

• the product was sold at a discount specifically because of that defect,
• the defect arose through normal use,
• the defect follows from the nature of the item.

 

I have found a serious defect. What are my rights?

If the defect constitutes a material breach of contract, you may:

• request repair, a new defect-free item or the missing part, where appropriate to the nature of the defect,
• request that we repair the defect,
• request a proportionate reduction in the purchase price or withdraw from the contract.

 

I have found a less serious defect. What are my rights?

If the defect constitutes a non-material breach of contract, you may:

• request repair or a new defect-free item,
• request a proportionate reduction in the purchase price,
• withdraw from the contract if the defect recurs after repair or the item has multiple defects.

 

How do I make a complaint?

Pack the item carefully to prevent further damage in transit. Include a complaint notice with your identification details, a description of the defect and how it appears, the delivery note or order number, and your preferred remedy.

To send the item free of charge, use a Zásilkovna drop-off point and give the staff the code “99510680”. We cover the shipping. Find your nearest Zásilkovna branch at: www.zasilkovna.cz/pobocky

Remember to include the complaint form.

 

How long does a complaint take to resolve?

We will promptly confirm by email that we have received the item and complaint notice. We will resolve your complaint as soon as possible, within 30 days at the latest, and keep you informed of progress.