COMPLAINTS AND EXCHANGES
Are you unhappy with something? Is the goods damaged? Did the print start to peel off, crack, get dirty, or does the shirt have another defect? In such a case, according to the Civil Code, each buyer is entitled to a claim for goods within 24 months of receipt. Complaints will be settled in accordance with the provisions of § 19 paragraph 3) of Act No. 634/1992 Coll. on consumer protection.
First take a photo of the goods and send the photo to firstname.lastname@example.org. After agreement, send the goods back to us. After assessing and acknowledging the complaint, we will exchange it for a new one or refund our money. The complaint applies only to goods with a manufacturing defect. If you have damaged the T-shirt in any way by improper handling, the complaint will not be accepted. The time to settle the complaint is 30 days. See how to care for textiles properly
THE CLAIM FOR COMPLAINT DOES NOT APPLY TO:
- Damage to the goods during transport (these damages must be resolved with the carrier upon receipt).
- Wear of goods due to the nature of the product of normal use and wear and tear over time.
- Damage to goods due to unusual use or damage caused by the user.
- Damage caused by external events and incorrect handling.
COMPLAINTS OF DELIVERY SERVICES:
Goods from the CRYSTALSHOP are delivered to you via the Czech Post, Zásilkovna or another logistics company. It may happen that the shipment comes to you damaged. In this case, please proceed as follows:
- Always inspect the consignment at the counter or immediately when handing over the goods directly in front of the worker
- In the event of damage to the packaging (crumpled, torn, soaked…), write a report on the damage to the consignment immediately with the delivery person.
- It is possible to unpack the package on site and check the goods, especially in the case of breakable items. Do not let yourself be soothed that you have to contact the eshop, we ship the goods unbroken and packed so that in case of good handling it reaches the customer undamaged.
RETURN AND EXCHANGE
Is there a t-shirt that doesn't fit completely and you need a different size? Or did you make a mistake in the order and want something completely different? Our complaint form will help, which you will also use to return or exchange the goods. The goods can be returned without giving a reason within 14 days from the date of purchase.
All goods for exchange or return must be unwashed, unworn, undamaged and must not smell (cigarette smoke, sweat, fire smoke, etc.). If this is not done, the exchange and return will be rejected without the possibility of compensation for damage.
WHAT CANNOT BE REPLACED?
- It is not possible to EXCHANGE products from the CREATE YOUR OWN section ..., such as:
- textile products, masks, bandanas and other gift items with their own design or inscription
- products such as jerseys with name and number.
If you still have your own design and need to change the size, or colour, or type, then write to us at email@example.com and we will try to find the best possible solution for both parties.
CANCELLATION / CANCELLATION OF THE ORDER AT A TIME WHEN IT HAS NOT BEEN EXPENDED:
If you decide to cancel your order and suspect or know that the order has not yet been shipped, quickly inform us at the telephone number +420 702 061 722 - SMS or email to firstname.lastname@example.org will suffice. If the goods are not in stock or your order is canceled by us, you will be informed immediately.
HOW TO PROCEED TO GET EVERYTHING AS FAST AS POSSIBLE:
- Download and print the COMPLAINT AND EXCHANGE OF GOODS form.
- Choose how you want to handle the situation and fill in the remaining fields.
- Reklamované zboží společně s formulářem odešlete na naši adresu:
Merchandise Factory s.r.o.
735 64 Havířov-Prostřední Suchá
Česká Republika, EU
If you are not registered in our customer system and it is not possible to trace the invoice or proof of payment, attach a copy to the form.
We will inspect the shipment we receive from you without undue delay and we will inform you about the detected defects within 3 days.