Address for
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COMPLAINT – defect, fault, product damage
When submitting a complaint, please fill in this complaint form and send it together with the product to the address PONATURE, s.r.o, U Hrůbků 251/119, Ostrava 709 00. Please enclose a copy of the receipt and your bank account number for a possible refund.
Download the COMPLAINT FORM
- This form is NOT FOR EXCHANGES or returns but ONLY FOR COMPLAINTS!
- Send the parcel with the complained product exclusively as a registered shipment/package. Cash-on-delivery shipments WILL NOT BE ACCEPTED and will be returned to the sender.
- The buyer is obliged to inspect the goods immediately upon receipt. If damage is found, the buyer shall write a brief damage report, and the seller is obliged to provide an appropriate discount or supply a defect-free product. Later complaints about mechanical damage will not be accepted. Ownership of the purchased item passes to the buyer upon payment and receipt.
- If the delivered product does not comply with the purchase contract, the buyer has the right to request either a replacement or a repair. If this is not possible, they may request a reasonable discount or withdraw from the contract. This does not apply if the buyer knew about the non-compliance or caused it themselves (§ 2170 of the Civil Code).
- The warranty period for consumer goods is 24 months and begins on the date of receipt by the buyer.
- Remediable defect: If the defect can be fixed, the buyer has the right to have it repaired free of charge. If this is unreasonable due to the nature of the defect, the buyer may request a replacement or a replacement of the defective part. Unreasonableness is determined by the seller’s authorized service center in writing. If that is not possible, the buyer may request a discount or withdraw from the contract.
- If the buyer cannot use the product properly due to repeated defects or a large number of defects, they are entitled to a replacement or to withdraw from the contract.
- Irremediable defect: If the defect cannot be fixed and prevents proper use of the product, the buyer may request a replacement or withdraw from the contract. For other defects, if the buyer does not request a replacement, they may request a discount or withdraw from the contract.
- Upon request, SHOPKILPI.CZ (PONATURE, s.r.o.) will provide a written warranty certificate. The content of the certificate is defined by law. If appropriate, a purchase receipt with the necessary legal details can replace the warranty certificate.
- The warranty does not cover normal wear and tear caused by use. Shorter product lifespan is therefore not considered a defect and cannot be claimed as such.
- Complaints are submitted to the seller.
- When asserting rights for defective goods, the customer must present a purchase receipt and the warranty certificate, if provided.
- The buyer must return the complained product in packaging suitable for transport to ensure it is properly protected from damage.
- In the case of a justified complaint, we will refund your shipping costs based on confirmation from the carrier (e.g., Czech Post).
- Refunds for returned products will be made to the consumer within 14 days from withdrawal from the contract, using the same payment method originally used. A different method will be used only with the consumer's consent and if it does not incur additional costs.
- Please provide your bank account number via email. Without written confirmation of the account number, we cannot issue a refund.
- Details of liability for defects are governed by the laws of the Czech Republic, especially Sections 2158 et seq. of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection.
