Returns and complaints

Complaints Procedure

The Complaints Procedure is governed by the Civil Code and the Consumer Protection Act and applies to goods for which the buyer-consumer's rights under liability for defects are exercised within the statutory period (hereinafter referred to as "complaints").

The buyer is not entitled to claim the right of defect in case of wear and tear of the goods (or their parts) caused by their normal use or if it results from the nature of the goods (e.g. expiry of their useful life) or is caused by the buyer or is caused by improper use, improper maintenance or mechanical damage.

The seller is not liable for defects if the goods are used and the defect corresponds to the level of use or wear and tear the goods had when the buyer took them over.

Assembly or other commissioning of the goods is not, as a matter of principle, part of the delivery of the goods and the buyer declares that he is aware of the manner of commissioning of the goods, as this follows from the nature of the goods.

The buyer is entitled to exercise the right to claim for defects that occur in consumer goods within twenty-four months of receipt. In the case of second-hand goods, the period for exercising rights for defective performance is twelve months from the date of receipt.

If the consumer wishes to make a complaint, he must send an e-mail to, indicating in particular the type of product, the number of the sales receipt and a description of the defect. The customer will be sent information about the next steps within 5 working days.

It is advisable to send the goods in the original packaging or suitable shipping packaging, meeting the requirements of the transport of fragile goods, including all accessories and mark the shipment with the appropriate symbols, as the seller is not liable for any mechanical damage before receipt of the goods. In the event of a legitimate claim, the consumer is entitled to reimbursement of the postage costs at the lowest amount necessary for safe delivery (proof of this transport must be provided). In the case of an unjustified complaint, the consumer is not entitled to compensation for his costs associated with the handling of the complaint, nor is the seller entitled to compensation for the costs incurred on his side (unless the consumer has, for example, repeated unjustified complaints, where it can already be concluded that the consumer has abused his rights).

The Supplier shall assess the validity of the claim for defects in the goods immediately, in complex cases within three working days. This time limit does not include the time reasonable according to the type of product required for a professional assessment of the defect. After the assessment, the Supplier shall notify the Customer by email within the same time limits on how the claim will be settled. The complaint, including the removal of the defect, shall be settled without undue delay, at the latest within 30 days from the date of the complaint.

Products can be claimed at the seller's premises.

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