Exchanges / Returns / Complaints
We always try to make the goods as secure as possible and prepare them for the long journey to you. Despite all precautions, damage may occur during the journey.
Receipt of goods
Upon receipt of the parcel, please check the condition of the packaging and the goods carefully. If the packaging has any visible damage, we recommend the following:
SEVERELY DAMAGED GOODS
If the packaging shows obvious damage and the goods show serious damage, you may refuse to accept the parcel. In this case, we will replace the entire shipment with a new one.
Or
THE PACKAGING IS DAMAGED BUT THE GOODS ARE IN ORDER If the packaging shows signs of damage and only a few items show damage, you may accept the shipment BUT REMEMBER THE FOLLOWING:
1.WRITING A REPORT
Together with the driver who will deliver the parcel to you, write a report (called"acceptance with reservation") documenting the visible damage to the packaging. This will help us to better process your claim, should it be necessary.
2. ASSESSMENT OF THE CONDITION OF THE GOODS
After opening the shipment, inspect all the goods thoroughly. If any product is seriously damaged and you do not wish to accept it, please notify us as soon as possible by calling 603 542 848 or emailing objednavky@palubky-vencl.cz.
3. REPORTING DAMAGED GOODS
If you find that any goods are seriously damaged, please contact us at our customer service within 24 hours of receiving the shipment. For an easier picture of the damage, please also send photos of the damaged goods to: objednavky@palubky-vencl.cz. Goods that are reported as damaged will be replaced free of charge.
We hope that your order will arrive safely and that you will be satisfied with our products. Should you have any questions or requests, please do not hesitate to contact us at our customer service.
What should I do if I want to return an item?
Returning goods within the statutory 14 day return period is not at all difficult with us. Just pack the goods, inform us and send them back to our address Mostecká 24, Týniště nad Orlicí.
If you are still hesitant and have any questions, please contact our Customer Service at 603 542 848 or email: objednavky@palubky-vencl.cz