Claims and refund policy

We recommend that the buyer check whether the package is damaged before accepting and paying for the delivery from the post office. In the event of extensive damage (torn packaging, deformations, and other significant damage), do not accept the package. If damage is found, a report must be drawn up with the carrier on-site – a protocol on the defects discovered during transport. If you accept the package despite visible damage to the packaging, it is at your own risk, and complaints on this ground will not be accepted. The carrier is responsible for damage during transport. Based on the written report, the buyer will be provided with an appropriate discount or a new product after investigating and concluding the damage claim with the carrier.

The handling of complaints is governed by the warranty conditions of the specific product and the Civil Code. According to Civil Code No. 150/2004, a 2-year warranty is provided on all goods.

In case of a claim, the buyer shall send the claimed goods to the address of the operation. The package must be properly packed and should include: the claimed goods including accessories, a copy of the invoice, a description of the defect, and the buyer’s contact details – return address, phone number, and email. Send the goods either as a package or registered letter. Cash on delivery will not be accepted. The claimed goods must be delivered clean, adhering to basic hygiene standards. The buyer bears the cost of shipping the claimed goods to the seller.

Return shipping after handling a legitimate claim is paid by the seller.

If a defect occurs in the product during the warranty period, the customer has the right to have the defect corrected. If the defect is irreparable, the supplier will replace the defective product with a new one, or if the customer wishes, with a different product, subject to either an additional payment or a refund of the price difference. If the defect is irreparable and the seller does not have a new product available, and the customer does not wish for a similar product, the full price paid for the goods, including shipping and handling, will be refunded to the customer no later than 15 days from the date the claim was made.

The warranty does not cover damage caused by: – natural or excessive mechanical wear – contamination of the goods or parts due to neglect of maintenance – use of the product in conditions not matching its usual environment in terms of temperature, dust, humidity, or chemical and mechanical influences – external influences such as falls or impacts – interference with the product by unauthorized persons (improper repairs or modifications) – use of the product contrary to the operating instructions – mechanical damage such as tears, cuts, thermal damage, or damage caused by careless or excessive physical handling, deliberate scratches, etc.

The warranty also does not cover damage caused by natural disasters, catastrophes, violent damage, weather conditions, or operation in extreme and unusual conditions.

In the event of an unjustified claim, the goods will be returned to the buyer with an appropriate explanation.

The seller handles the complaint without undue delay, but no later than 30 days from the date the complaint was made by the buyer. The warranty period is extended by the time of the complaint’s duration for legitimate claims. If the complaint is resolved within the statutory warranty period by replacing the product with a new one, the warranty period will restart from the date of the claim resolution. The buyer will be promptly informed of the decision regarding the claim’s validity. The complaint protocol will be sent by registered mail, and the associated costs will be borne by the seller.