All complaints shall be handled in accordance with the laws in force in the Czech Republic. Please take a look below at the GUIDING RULES FOR MANAGING COMPLAINTS FOR DAMAGED OR MISSING GOODS.
DAMAGED GOODS COMPLAINT (see also ANY DAMAGES OR/AND MISSING ITEMS? in the section Delivery)
- When using our delivery services
If you are using any of our delivery services (DHL, GLS, PPL), complaints regarding damaged goods should be IMMEDIATELY AND DIRECTLY reported to the delivery service provider, ON THE SPOT, WHILE RECEIVING THE PACKET(s). Our goods have been insured. However, the only way to successfully file a claim for damages is for the client to open the packet and examine the goods in front of the delivery personal. After reporting damaged pieces with the delivery provider, please report this issue with us as well, as soon as possible, and NO LATER THAN 3 DAYS FROM RECEIVING THE SHIPMENT.
- When arranging own pick-up, Ex-Works Prague
If you are not using our delivery service but have instead arranged for your own pick-up, please keep in mind that we will not accept any complaints for damaged goods. Pictures of the goods and the packing process and result are taken, and will be e-mailed to you together with your invoice. We give over the goods to your transport service in perfect condition, and from the moment of surrendering the goods we will not be accepting any responsibility over them. With EXW shipment terms, the client is responsible to insure the goods from our warehouse to his.
MISSING GOODS COMPLAINT
If you discover that invoiced items are missing from the received order, please report this problem immediately to us. We will check within our stock and over our video records if we've missed to pack the pieces in question. If the mistake is ours, we will acknowledge full responsibility and offer you the following options:
- ship you the goods with your next order, or
- issue you a Credit Note in case you no longer need those items
Please keep in mind that for all complaints that we receive on the client's behalf, we will require visual proof (photo).