Complaints, exchange and return of goods
Delivery service complaints
If your shipment arrives damaged, please proceed as follows:
1. Always inspect the shipment before the carrier.
2. In case of damage to the packaging (wrinkled, torn, soaked, etc.), immediately write a report on the damage to the shipment with the carrier.
3. Do not let the carrier convince you that the shipment is not well secured.
In case of a problem with Czech Post, write to info@florbalshop.cz. In the subject line, write " Problem with shipping ", describe the problem, provide your contact information, the shipment number and the order number. We will resolve your problem with the carrier and inform you of the next steps. Damaged shipments cannot be your concern and must not make shopping in our store unpleasant.
Complaints about defective goods
The recipient of the shipment is obliged to inspect the shipment upon receipt and, in the event of obvious damage noticeable on the surface of the shipment packaging, or obvious and noticeable partial loss of the shipment inside, to complain about such damage and loss to the forwarder. A damage report must be drawn up immediately on the extent of the damage or partial loss of the contents of the shipment. The forwarder is obliged to draw up such a report.
If damage or partial loss of the contents of the shipment is not apparent upon handover and acceptance by the recipient, the recipient of the shipment is obliged to notify the sender of the damage without undue delay after discovering it, no later than 3 working days from the date of delivery of the shipment by calling 00420 603 443 638. SLOVAKIA 00421 910 126 929
The recipient is obliged to allow the forwarder to personally and physically verify the extent of the damage before writing a damage report.
In all cases, it is necessary to submit a complaint report, a complete list of product parts and a copy of the invoice.
Complaints about goods are governed by the relevant provisions of the Civil Code and the Consumer Protection Act. In the event of an irreparable defect in the goods (based on a written assessment by an authorized service center, if the nature of the product requires it), the goods will be exchanged for the same item, or the amount already paid will be refunded.
The buyer from the Czech Republic is obliged to send the claimed goods to the following address:
Floorballshop.cz
complaint
E. Krasnohorské 1629 / 31
736 01 Havirov
Contact address for SLOVAKIA, complaints:
Floorballshop.cz
Krimar Ltd.
P.O. Box 119
Cadca, 022 01
After receiving the above-mentioned requirements, the seller will initiate a complaint procedure with the forwarder. The forwarder is obliged to settle the complaint no later than 30 days from its application. The seller will also inform the buyer no later than three days from the receipt of the statement about the complaint from the forwarder. The seller does not assume liability for damages resulting from the operation of the products, functional properties and damages from improper use of the products, as well as damages caused by external events and incorrect handling. Defects of this origin are not covered by the warranty provided. We will always inform you about the outcome of the complaint - by phone, e-mail.
Money back guarantee for goods, exchange
To ensure that you do not take any risks when shopping at Florbalshop.cz, we offer you a " Money Back Guarantee ". We provide this guarantee because we are aware that when shopping online you cannot properly inspect the goods and so it can easily happen that you order something different than you imagined.
If you find that you are not satisfied with the goods immediately after receiving them, you have the option to return them without giving a reason. The money will be sent back to you immediately by bank transfer.
Conditions for refund, exchange:
1. The goods must be intact in their original packaging, with all tags attached, so that they can be offered to customers.
2. The customer must return the item within 14 days of receiving the item.
3. A copy of the COD slip must be included in the returned shipment.
4. We will only refund you the money for the goods, not the shipping costs. COD shipments will not be accepted.
5. Exchange - the customer sends the goods at their own expense, the package with new goods (exchange) is always charged 100 CZK.
6. Always write what you are requesting in the package, and in case of returning the goods, please include your account number to which we will refund your money. We DO NOT send money to the address by money order.
Send returned goods to the following address in the Czech Republic:
Floorballshop.cz
E. Krasnohorské 1629 / 31
736 01 Havirov
Florbalshop.cz return form [PDF, 506.92 kB]
Contact address for SLOVAKIA, returns, complaints:
Floorballshop.cz
Krimar Ltd.
P.O. Box 119
Cadca, 022 01