Complaints and Returns

Return of goods within 30 days

If you are a consumer, you have the right to withdraw from the purchase contract within 30 days without giving any reason, in accordance with Section 1829 of Act No. 89/2012 Coll., the Civil Code of the Czech Republic.

To exercise your right of withdrawal, please inform us in advance by means of a clear statement (e.g., by email or in writing). Without prior notification, the shipment will not be accepted. The withdrawal form is provided below this text. The goods must be returned immediately after withdrawal from the contract.

The returned goods must be:

unused,
undamaged,
in their original condition and ideally in the original packaging.

The buyer is responsible for any reduction in the value of the goods resulting from handling the goods in a way other than what is necessary to establish their nature, characteristics and functionality.

The cost of returning the goods is borne by the buyer.

You must return the goods without undue delay, but no later than 14 days from the date on which you notified us of your withdrawal from this contract.
Product Returns (Withdrawal from the Contract)To return the goods, you have two options:
1. Using our Return Service: Clearly write the address Packeta.de, ID: 96801320, Schloßplatz 2, 086 48 Bad Brambach on a sheet of paper and tape it to the package (please do not mark the product's original packaging directly). Drop off the package at a shipping company of your choice. When using this service, a fee of 11.90 EUR will be deducted from your refund.

2. Standard Return (Directly to our Warehouse):Send the goods at your own expense using any carrier of your choice in accordance with their shipping terms directly to our address: Falcom s.r.o., Nechvílova 1854/12, 148 00 Prague 4, Czech Republic, Phone: +420 778 153 860. In this case, please also do not mark the product's original packaging directly.
___________________

After receiving and inspecting the returned goods, we will refund the paid amount without undue delay, no later than within 14 days, using the same payment method unless agreed otherwise.

Complaints

If the goods are defective, you have the right to file a complaint in accordance with Section 2161 et seq. of the Civil Code. The seller is responsible for ensuring that the goods are free from defects at the time of delivery.

A complaint may be filed within 24 months from receipt of the goods, unless otherwise stated for a specific product.

When submitting a complaint, please contact us and provide:

a description of the defect,
a copy of the proof of purchase,
the claimed goods (if necessary for assessment of the defect).

Complaints will be handled without undue delay, no later than within 30 days from the date the complaint is submitted, unless otherwise agreed.

Alternative Dispute Resolution

The European Commission provides a platform for online dispute resolution (ODR), available at: https://ec.europa.eu
We are not obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board unless required by applicable law.