Complaint

All complaints are handled in accordance with the applicable legal regulations of the Czech Republic. Below you will find the basic rules for making complaints about damaged or missing goods.

Claims for damaged goods

1) If you use the transport provided by us (DHL, GLS, PPL)

If you use the transport arranged by us, it is necessary to report the damage to the shipment directly to the carrier upon receipt - i.e. on site, in the presence of the driver. The goods are insured, but a successful claim can only be made if the client opens the shipment and checks the contents in front of the carrier.

After reporting the damage to the carrier, please also report the damage to us - as soon as possible, but no later than 3 days after receiving the shipment.

If the damage was not reported to the carrier upon receipt of the shipment (e.g. the shipment had no visible external damage), we will consider complaints within 7 days of delivery. In such a case, always:

• taking photos of the shipment and damaged goods (before and after opening),
• stating the invoice number from which the claimed goods originate.

If the 7-day period is met, we accept complaints in the following cases:

• Damaged product packaging – we resolve it in the form of a credit note or an agreed discount (depending on the extent of the damage).
• The goods are clearly unsaleable (e.g. spilled perfume) – we will resolve the matter by means of a credit note.

Notice:
Complaints about mechanically malfunctioning goods or suspected counterfeits are not accepted.

2) Self-collection – Ex-Works Prague

If you pick up the goods using your own transport, we are not responsible for damage during transport.

• During packaging, we take photo documentation of the shipment and send this documentation to you together with the invoice.
• We deliver the goods to your transport in perfect condition.
• From the moment the shipment is taken over by the carrier, the client bears all responsibility.
• When delivering under EXW (Ex Works) conditions, the client is also obliged to provide shipment insurance.

Complaint about missing goods

If you find that any invoiced items are missing from your shipment, please contact us immediately.

• We will check the warehouse records and the camera system records from the time the shipment was packed.
• If it is confirmed that the error was on our side, we offer the following remedial options:

1. sending the missing goods with another order ,
2. or issuing a credit note if you are no longer interested in the item.

Notice:
Each complaint must be accompanied by photographs as visual evidence.