Claims

1, Claims

If you are making a claim, please fill out the form above.

We will handle any complaints in accordance with applicable legal regulations (Civil Code for natural persons, Commercial Code for legal entities).

All goods are covered by a 36-month warranty, unless otherwise stated on the product.

The right to claim the guarantee may expire if:
The product was damaged during transport (Obvious damage to the goods or its packaging must be dealt with immediately with the carrier. The customer is not obliged to accept such goods from the carrier and must immediately inform the seller of the detected damage).
The product has been damaged by improper installation or handling and operation performed in violation of the user manual (if any for the product).
The product was used in conditions that did not correspond to the parameters and requirements stated in the documentation (if any for the product).
The product was damaged by the elements.
The product has been damaged by excessive loading or use contrary to the conditions specified in the documentation (if any for the product).
The product was damaged as a result of being connected to a network that does not correspond to the relevant ČSN.

We will handle your complaint as quickly as possible, but no later than within 30 days of its origination.

2. Return of goods within 14 days
Withdrawal from the contract:

Pursuant to §53 paragraph 6 of the Act, the buyer has No. 40/1964 Coll. (Civil Act), the right to withdraw from the purchase contract within 14 days of receiving the goods. If he decides to do so, he must send back undamaged goods with no signs of use or wear, in the original packaging, within the specified period. After returning the goods, the seller will refund the corresponding amount for the goods to the customer in a pre-agreed manner. Shipping costs are non-refundable.

What to do if the purchased goods are not right for you and you want to return them within the legal 14-day period?

If you are a consumer, according to § 1829 of the Civil Code (Act No. 89/2012 Coll.), you have the right to return the purchased goods without giving a reason, within 14 calendar days from the date of receipt of the goods. You are also entitled if you place an order online with personal collection at one of our brick-and-mortar stores.

If you are not a consumer, i.e. you purchase the goods as part of your business or business activity (which is determined by the identification number on the purchase document), you do not have the right to withdraw, as the law does not specify this option.

Where to return the goods

You can return or send the goods to our FOTION, s.r.o. branch. – Plzeňská 172c, Prague 5, Smíchov 150 00.

You can also exercise your right to return the goods using the form above, by withdrawing from the contract and sending the goods to the address: FOTION, s.r.o. – Plzeňská 172c, Prague 5 Smíchov 150 00.

Please pack the returned item well to avoid damage during transit.

Please return the goods to their original condition as much as possible, this will prevent a possible reduction of the refund amount by the costs incurred to restore the goods to their original condition.

We will send the money for the goods to your bank account as soon as possible, no later than 14 days from the day of withdrawal from the contract, but not before the returned goods are delivered back to our claims department (or before you prove that the returned goods have already been sent to us) . In this case, the cost of returning the goods is borne by the buyer.

Clarifications regarding erotic aids

According to EU directive L 144/19 OFFICIAL JOURNAL OF THE EUROPEAN COMMUNITIES 4.6.1997. EUROPEAN PARLIAMENT AND COUNCIL DIRECTIVE 97/7/EC of 20 May 1997 erotic aids are considered "Goods of a special character" and their return and exchange is subject to a guarantee that the goods could not have been used.

This means:

The safety sticker must not be broken if it is placed on the product packaging
The plastic wrap must not be broken if it is placed on the product packaging
If the product does not have any protection, it is not possible to return it, because in this case it is not possible to check whether the goods have not been used.
In the case of returning underwear, the goods must be returned in their original packaging intact.

3, Good to know
Compliance with the 14-day period

In order to meet the deadline, it is decisive when the withdrawal from the contract is sent.The withdrawal period is thus considered to have been observed if the consumer sends the entrepreneur a notice that he is withdrawing from the contract during it.

The withdrawal period lasts 14 calendar days, not working days, and starts on the following calendar day after the consumer takes over the goods (e.g. if the customer takes over the goods on Friday, the withdrawal period is counted from Saturday inclusive).

You must hand over the purchased goods to us as soon as possible after sending this withdrawal. In this case, the right to reimbursement of the necessary costs associated with the transportation of the goods to the seller does not arise.

What documents to attach?

We recommend always attaching a document to the returned goods that confirms that you purchased the goods from us and makes it easier for us to identify the goods in question and the request.

Which goods cannot be returned at all?

By law, the consumer cannot withdraw from the contract in particular:

on the provision of services, if they were fulfilled with his prior express consent before the deadline for o