We approach complaints with the maximum responsibility and care. We do our best to resolve any complaints to the customer’s satisfaction and repair any defects.
MAKING A COMPLAINT
Please e-mail us to say you are making a complaint. Then fill in the Complaint form. Describe the fault in as much detail as possible. Print out the form, put it in the parcel together with the faulty goods and your original invoice. Send the parcel to: Vaclav Luks, Mesicni 33, 466 01 Jablonec nad Nisou, Czech Republic.
The standard warranty period for our products is 24 months, starting from the date you receive the goods.
The warranty covers manufacturing or other defects. It does not cover damage caused by the customer’s carelessness or neglect, or by using the goods for any purpose for which they are not designed, or by not complying with the manufacturer’s instructions, or mechanical damage.
Damage that is deliberate, or from improper use or from mishandling the product is not covered by the warranty. The warranty does not cover fair wear and tear.
The original invoice we send with the goods is normally required to validate the warranty conditions. The invoice must not be more than 24 months old.
RETURNING GOODS WITHIN 14 DAYS
Under paragraph 367/2000 of the Czech legal code, goods ordered online, delivered by carrier and paid for by the customer can be returned within 14 days of receipt. (This applies to private customers only. In accordance with Section 53, paragraph 8 of the Civil Code, a customer cannot cancel a contract when the goods are customised in accordance with the customer’s wishes or needs (made-to-measure). Therefore we cannot accept the return of customised goods.
Cancelling your contract:
Send the goods to our address enclosing a written statement that you wish to cancel the contract. Include the bank account number into which you would like the refund to be paid. Contact us in advance. Goods returned and delivered to us must be unused, undamaged, and include your proof of purchase. Please do not send the goods “cash on delivery”, as we cannot accept them. Your refund will include the delivery charges where applicable.
You can download the complaint form here: Complaint form