How can I claim the goods?
The percentage of complaints about our products is small, but in case of damage to the goods, you can complain about the products and we will try to resolve your complaint without undue delay. We handle complaints based on our business conditions.
When is it possible to complain?
Our company is legally liable for defects in the goods upon delivery, which will affect them within the next 24 months. However, we are not responsible for new defects, especially if they were caused by improper use. For used goods, we are not liable for defects corresponding to the degree of use or wear and tear that the used goods had when taken over by you. In the case of goods with a marked shelf life, we are also responsible for ensuring that the goods will be fit for use during this period.
Please note that increased sensitivity or a case of allergic reaction to the delivered goods cannot in itself be considered a defect of the goods. Likewise, defects in gifts and other gratuitous performance that we provide beyond the scope of your order cannot be considered a defect in the goods. The images of goods in our online store are illustrative and do not represent a binding representation of the properties of the goods (the packaging of the goods may differ, for example, due to a change in the design of the packaging).
What are the possible solutions to the complaint?
In the event of a defect in the goods, we can jointly agree on compensation in the form of a voucher.
You are also entitled to request the elimination of the defect through replacement delivery or repair.
Should such removal of the defect be impossible or disproportionate for us, you are entitled to claim a discount on the purchase price. In this case, you will keep the goods and we will refund part of the purchase price.
If it is also a significant defect, you can also withdraw from the purchase agreement. In this case, send the goods back to us and we will pay you the full purchase price paid (including the cost of the cheapest mode of transport).
How should I proceed with a complaint?
If you decide to complain about the goods, please send us this information first by e-mail: firstname.lastname@example.org, or use the complaint information form below to let us know the reason for your complaint. We will agree on the method of resolving the complaint, it is not necessary to send the defective goods immediately.
If we agree on the return of goods, please send defective products to the address of our warehouse: Mediabox spol. s r.o., Revoluční 208, Stráž pod Ralskem, 471 27, Czech Republic, Phone Number: +420 487 851 205
You can also complain about the goods in person at our store in Liberec (Bohemia Gifts, Moskevská 131/34, Liberec). If you fill in the form without the help of our staff, do not forget to state what you see as a defect in the goods or how the defect manifests itself, or a request for the method of settlement.
We will inform you in writing about the course of the complaint, especially about its acceptance, settlement or rejection, via e-mail messages. We can also contact you by phone.
We will decide on the complaint immediately. Complaint handling, including the elimination of a defect, will usually not take longer than 30 days. Otherwise, you are entitled to withdraw from the purchase agreement. In order to meet this deadline, it is essential that you provide the necessary cooperation.
We will be happy to answer any questions regarding the complaint if you contact us by e-mail: email@example.com, or by phone at +420 606 044 395.