Complaint Policy
Even if the percentage of defects on the delivered goods is negligible, it is good to know that we will solve any deficiencies immediately and to your satisfaction. It is in our interest to resolve everything as quickly as possible, so you do not have to worry about waiting longer than necessary. As a rule, everything is resolved within a few days.

When can I make a complaint?
We are responsible for defects in the goods upon delivery, which will affect them within the next 24 months. However, we are not responsible for new defects, especially if they were caused by improper use. For used goods, we are not liable for defects corresponding to the degree of use or wear and tear that the used goods had when taken over by you. In the case of goods with a marked shelf life, we are also responsible for ensuring that the goods will be fit for use during this period.

Please note that increased sensitivity or a case of allergic reaction to the delivered goods cannot be considered a defect of the goods. Likewise, defects in gifts and other gratuitous performance that we provide beyond the scope of your order cannot be considered a defect in the goods.

What rights do I have when making a complaint?

In the event of a defect in the goods, we can jointly agree on compensation in the form of a voucher.

You are also entitled to request the elimination of the defect through replacement delivery or repair.

Should such removal of the defect be impossible or disproportionate for us, you are entitled to claim a discount on the purchase price. In this case, you will keep the goods and we will refund part of the purchase price.

If it is also a significant defect, you can also withdraw from the purchase agreement. In this case, send the goods back to us and we will pay you the full purchase price paid.

How and where do I complain to?
If you decide to complain about the goods, return them to Jablunkovska 1206/78b (street and street number), 737 01 Cesky Tesin (zip code and city), Czech Republic.

We will inform you in writing about the course of the complaint, especially about its acceptance, settlement, or rejection, via e-mail messages. We can also contact you by phone if you wish. 

We will decide on the complaint immediately. As a rule, the settlement of the complaint will not take longer than 30 days. Otherwise, you are entitled to withdraw from the purchase agreement. To meet this deadline, it is essential that you provide the necessary cooperation.

We will be happy to answer any questions regarding the complaint if you contact us by e-mail or by phone at +420 725 030 405.