If you have a reason for a complaint, would like to exchange goods or need to cancel an order that has not yet been sent, do not hesitate to contact us.

Contact details for a complaint, cancellation or exchange of goods 

If you need to file a complaint or exchange goods, please contact your sales representative or the sales department reception

phone +420 530 332 283 or email:


Liability for defects and warranty

The Buyer is obliged to inspect the goods immediately upon receipt. If mechanical damage to the product packaging is found, the Buyer is obliged to check the condition of the goods and, in the event of damage, to make a record of the damage in the presence of the carrier. The carrier is liable for damage during transport; all goods are insured. Based on the prepared record, the Customer will be provided with adequate compensation or a new product will be delivered after the settlement of the loss event with the carrier.

Complaints of mechanical damage to the product, which was not noticeable upon receipt of the consignment, must be made immediately after their discovery, i.e. immediately after the first use of the product. Subsequent complaints of mechanical damage to the product can no longer be accepted. The Buyer is obliged to study the warranty conditions, including the operating instructions, before the first use and then strictly follow such instructions.

The warranty does not cover normal wear and tear of the item (or its parts) caused by use. Therefore, a shorter product life cannot be considered a defect and cannot be claimed.

The warranty period (for all persons using the product for the purpose of business or trade with a given product) is not set by the Civil Code of the Czech Republic, but it is set by the specific importer or manufacturer.

In the event that the goods, upon receipt by the Buyer, do not comply with the purchase agreement (conflict with the purchase agreement), the Buyer has the right to have the Seller put the goods in a condition corresponding to the purchase agreement free of charge and without undue delay. If such a procedure is not possible, the Buyer may demand appropriate compensation for the price of the goods or withdraw from the purchase agreement. The above does not apply if the Buyer knew about the conflict with the purchase agreement before accepting the product or if the Buyer caused the conflict with the purchase agreement. In the event of a conflict between the goods and the purchase agreement, the consumer is entitled to a remedy, namely:

- refund

- adequate compensation

- replacement supply of goods

- withdrawal from the purchase agreement

Complaints settlement

Our goal is to process a complaint as quickly as possible.

If the defect manifests itself during the first use of the product, but no later than within 3 days of sale, the Seller shall provide, as a solution to the complaint, an immediate replacement with a perfect piece.

This applies in the following cases:
- the goods are not visibly used
- the warranty card is not filled in
- the goods are available

The warranty does not cover the following cases:
- the goods were claimed after the warranty period
- the goods were improperly installed, modified or repaired
- the goods were used contrary to the enclosed operating instructions
- the goods were damaged by the elements: water, lightning, fire or electric discharge
- there was an unauthorized change in the data in the warranty card

 If the complaint is accepted, we will deliver a new piece or refund the money.

Do you have any questions? Contact us.
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