RETURNS AND CLAIMS
The procedure is simple
Do you need to return goods or deal with a complaint? We are here for you. The process is transparent and we try to resolve everything as quickly as possible.
Return of goods
01
Contact us
Email us at eshop@crystalex.cz or call the hotline. Please include your order number and the reason for the return.
Within 14 days of receipt
02
Pack the goods
The goods must be unused, in original condition and ideally in their original packaging. Please enclose a copy of the proof of purchase.
Unused goods
03
Send to
Please send the goods to the address of the premises in Nový Bor. Shipping costs are borne by the customer. We recommend to insure the shipment.
Crystalex, Nový Bor
04
Refunds
Upon receipt and inspection of the shipment, we will refund the full price of the goods to the bank account from which the payment was made.
Within 14 days of receipt
Terms of return
Goods can be returned
Unused goods in original condition and packaging within 14 days of receipt of shipment, without giving any reason.
Goods cannot be returned
Used goods, goods damaged by the customer or goods customized according to the customer's wishes.
Shipping on return
Ownership of the goods shall pass to the buyer only upon full payment of the purchase price.
Damaged shipment
if the parcel arrives damaged, please photograph the packaging and contents before unpacking. This will significantly speed up the processing of the claim.
Complaints
Obvious defects
3
months
Defects apparent upon receipt of the shipment must be reported within 3 months of delivery. Check the goods as soon as possible after receipt.
Hidden defects
2
years
Defects that could not be detected upon receipt or with professional care may be claimed within 2 years of delivery.
Handling of the complaint
2
months
Defects that could not be detected upon receipt or with professional care may be claimed within 2 years of delivery.
E-shop hotline
Address for returning goods
Crystalex Nový Bor
Company shop
B. Egermann 634, Nový Bor
Please send the goods as registered mail.
The customer is responsible for the shipping costs.
Email:
Hotline:
Fax:
info@crystalexcz.com
+420 487 741 111
+420 487 726 250