Complaint handling procedure
The complaint filing location is the seller’s facility specified in the warranty certificate / complaint report. We recommend filing the complaint directly at the specified address.
We recommend accompanying your products with a completed complaint form, available for download here. Completing the form will really speed up the handling of your complaint.
In their own interest, buyers should make sure the goods are packed in suitable and sufficiently protective packing material meeting the requirements for fragile goods transport and label the parcel with appropriate symbols. When the Complaint has been duly settled, the service centre will ask the buyer to take over the repaired goods. If possible, send goods in the original packaging when filing a complaint. The carrier will not assume liability for poorly / inappropriately / insufficiently packed shipments. CAUTION – with inappropriately (insufficiently) packaged complained goods, we cannot grant the warranty if we find mechanical damage to the product during transport.
It is in the buyer’s interest to check any goods delivered immediately (for incompleteness or mechanical damage). Such complaints cannot be granted after the expiry of 24 hours unless the carrier issues a damage report.
- providing a proof of ownership for the goods (invoice, sales slip – preferably duplicates) or specifying its variable code
- warranty certificate / complaint report (if issued / enclosed during purchase)
- describe the defect, its manifestations and / or frequency of occurrence as exactly as possible
You can find the address for complaint handling here.
If in doubt about the complaint handling procedure, we recommend consulting the details with our employees by phone at: +420 601 587 104 / +420 266 190 190, or by e-mail: firstname.lastname@example.org.