Refund policy

Refunds can be claimed by withdrawing from the contract

Legal relations between the seller and the entrepreneur are governed by the business conditions and further to the extent of these conditions not regulated by Act No. 513/1991 Coll. and the relevant legislation governing the relationship between the seller and the buyer entrepreneur. Legal relations between the seller and the consumer are governed by the business conditions and further to the extent of these conditions not regulated by Act No. 40/1964 Coll., The Civil Code by Act No. 634/1992 Coll., On consumer protection and regulations governing relations between the seller and the buyer.

According to the law, we allow the return of goods within the statutory 14-day period to the buyer, the consumer (natural person), who purchases the goods for his own needs. According to the Commercial Code, the possibility of withdrawing from the purchase contract in 14 days does not apply to legal entities with the specified ID number (IČ) and TAX ID number (DIČ).

The buyer can withdraw from the contract within 14 days of receipt of the goods or the last part of the delivery, regardless of the method of receipt of goods or payment. This period is intended to acquaint the buyer to a reasonable extent with the nature, properties and functionality of the goods.

The buyer is entitled to withdraw from the contract at any time before delivery of the goods.

Withdrawal from the contract shall be sent or handed over by the buyer to the seller in writing (by post, e-mail) within 14 days. The buyer does not have to state the reason for which he withdraws from the contract. To facilitate communication, it is appropriate to state the number of the contract / sales document, bank details and the chosen method of returning the goods in the withdrawal.

The seller is obliged to return to the buyer the amount fully corresponding to the price of the goods and the paid costs for its delivery within 14 days of withdrawal from the contract, in the same way as he received payment from the buyer. If the seller offers several options within a certain method of delivery of goods, he is obliged to replace the cheapest of them to the buyer. The buyer is obliged to send or hand over the purchased goods to the seller within the same period. The goods should be returned to the seller (not cash on delivery) complete, preferably in the original packaging, must not show signs of wear or damage. The cost of returning the goods is borne by the buyer.

If the returned goods are damaged by a breach of the buyer’s obligations, the seller is entitled to claim from the buyer compensation for the reduction in the value of the goods and set it off against the amount returned.

If a gift is provided to the buyer together with the goods, the gift contract between the seller and the buyer is concluded with an untying condition. If the buyer withdraws from the purchase contract, the gift contract regarding such a gift loses its effect and the buyer is obliged to return the provided gift to the seller together with the goods.

Exceptions: The right of withdrawal cannot be exercised in contracts for the supply of digital content if it has not been delivered on a tangible medium, or in contracts for the provision of services. In both cases, provided that the performance was made with the prior express consent of the buyer before the expiry of the period for withdrawal from the contract; furthermore, in the case of contracts for the supply of services or goods (incl. alcoholic beverages), the price of which depends on fluctuations in the financial market independently of the will of the seller; in the case of contracts for the supply of goods adapted to the consumer’s wishes or for his person, and in the case of contracts for perishable goods, for goods which have been irretrievably mixed with other goods or removed from closed packaging and cannot be returned for hygienic reasons; in the case of the supply of audio or video recordings or computer programs, if the buyer has broken their original packaging; for the supply of newspapers, magazines or other periodicals; in the case of contracts for accommodation, transport, meals or the use of leisure time provided within a specified period or in the case of contracts concluded on the basis of a public auction pursuant to the law governing public auctions.


Refunds can be claimed if the following conditions are met:

– The right to a refund is valid within 14 days of delivery of the goods.
– The goods must not be damaged
– The goods must be packed in the original packaging

Complaints Procedure

1. Complaints: These complaint rules apply to goods that have been purchased from the operator of this online store. The warranty period starts from the date of receipt of the goods by the buyer. The seller provides a guarantee for the quality and completeness of the delivery. The goods are delivered with the warranty stated in the warranty card.

Immediately upon receipt of the shipment, check its completeness. If you find a defect in the delivered goods, or the difference between the invoice and the actually delivered goods, please contact us in writing to the address listed on the purchase invoice or by phone, or by e-mail We will discuss the complaint with you immediately. The notification must be made immediately, but no later than 3 days after receipt of the goods, after which time the shipment is considered complete and error-free. Failure to do so runs the risk that your claim will not be accepted, and the goods are deemed to have been delivered in good condition.

2. Place of claim: Complaint of a defect on purchased and delivered goods is made by the buyer in the complaint department of the company of the online store operator. However, in the case of goods that need to be claimed according to the warranty card in an authorized service centre of the brand, the buyer will exercise the right to repair the item at this service. In order for the warranty repair to be recognized by an authorized service, it is necessary to provide a defective product with an exact description of the defect, a duly completed and confirmed warranty card from the device manufacturer and proof of software purchase. An unfilled warranty card is invalid!

3. How to file a complaint: If you are complaining about a product with your own service (see the product warranty card), the fastest way is always to send the defective product directly to the service. In other cases, send the defective goods (not cash on delivery) Together with a copy of the invoice to our address: Radmila Měsícová, Žižkova 24, Krnov 794 01.

The claimed goods must be sent to our address via the Czech Post – by regular business package or by any delivery service (PPL, DPD, etc.). If you send a complaint by cash on delivery, this shipment may not be accepted! We recommend insuring the goods and packing them well, you would have to deal with any damage or loss during transport with the post office or courier service as the senders of the consignment and the goods would not be accepted for complaint!

To file a complaint, you need:

  1. provide proof of purchase of goods
  2. warranty card of the claimed goods (if this was attached to the goods)
  3. suitable packaging (preferably original)
  4. exact description of the defect (if possible, with specification of the conditions under which the defect manifests itself)

Warranty repair

The buyer has the right to remove the defect in the goods within the warranty period free of charge, in a timely and proper manner. Complaints about a band saw or other goods, including the elimination of a defect, must be settled without undue delay within the period stipulated by law, i.e. within 30 days of receipt of the shipment, unless the seller mutually agrees in writing with the consumer on a longer period.

The customer may request an exchange of the item or a refund if the defect is remediable, but the buyer cannot use the item properly due to the fact that the item has repeatedly experienced 3 times the same recognized defect or 4 different recognized defects or the goods are recognized by an unrepairable authorized service. In both cases, it is necessary to submit with the claimed item proof of purchase, warranty card of the claimed product, legible and complete repair sheets for the product from previous complaints.

The complaint technician decides on the method of resolving the complaint immediately upon receipt of the goods for the complaint, or in complex cases within three working days. This period does not include the time required for a professional assessment of the defect and its testing. Band saw or other goods in the complaint – the complaint, including the elimination of the defect must be removed within the period stipulated by law, ie within 30 days from the day of the complaint procedure (the day we receive the claimed goods from you – either in person or by post). The technician can always, instead of eliminating the defect, replace the defective item with a perfect one (depending on the decision of the complaint technician, the buyer cannot rightly demand such settlement of his complaint). We reserve the right to replace defective or unrepairable goods with others with the same or better parameters in the event that the same product is no longer available or is no longer produced. The complaint procedure ends on the day of sending the complaint to the buyer or by closing the complaint and preparing the goods for personal collection by the customer, if it was accepted into the complaint directly at the company’s headquarters from the customer. The customer is informed about the settlement of the complaint by phone or e-mail.

In the event of an unjustified complaint, the goods will be returned with the opinion of our employee who handled the complaint. In the event of a repeated unjustified complaint, a fee of up to CZK 200 will be charged for each such complaint. This also applies to cases where goods will be sent repeatedly to the complaint without proof of purchase and an exact description of the defect!

The goods sent to the complaint will be repaired or exchanged on the basis of a previous telephone agreement, or the money will be returned to your bank account. Repaired or exchanged goods will be sent back to you at our expense within 30 days from the date of the commencement of the complaint procedure (the day when we receive the claimed goods from you). The complaint procedure ends on the day when the settled complaint is sent back to the buyer.

Paid repair: If the product is claimed after the warranty period has expired, or if the defect was caused by the customer, or if the defect was caused by influences that do not fall under the product manufacturer’s warranty conditions, it is a paid repair. In this case, the customer will be informed that the repair will be paid for and also that he may be charged a fee for diagnosing the defect depending on the service centre that will perform the repair, and for postage and packaging. The price of the repair itself will be communicated to the customer in advance by phone or e-mail. If the price of the repair is not approved, the customer will only be charged a fee for diagnostics and shipping.

The buyer has the right to have the defect removed in the goods within the warranty period free of charge, in a timely and proper manner. Complaints, including the elimination of defects, must be settled without undue delay within the period stipulated by law, i.e. within 30 days of receipt of the shipment, unless the seller and the consumer mutually agree in writing on a longer period.

Final provision

This complaint procedure takes effect on 1 August 2020 and is valid in the Czech Republic. This complaint procedure has been prepared in accordance with the Civil Code, the customer is obliged to get acquainted with it and by purchasing the goods he agrees with it and undertakes to follow it. The seller reserves the right to change these complaint rules without prior notice.