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We are very sorry if circumstances require you to return or claim your items. We are here to help and ensure the process is resolved as quickly and smoothly as possible to your satisfaction.

Thanks to our automated service for 14-day returns and claims, you will have full control over the entire process from start to finish. You will be pleasantly surprised by how fast and easy returning goods with us can be.

What is the difference between a claim and a return?

If you received damaged goods, an incomplete shipment, or items different from what you ordered, you are entitled to file a warranty claim and receive a full refund, including shipping costs.

If your order arrived in perfect condition, but you decide not to keep the items for any reason, you are entitled to a 14-day return.

🌸 Note on colors: Please keep in mind that product colors may vary slightly depending on the display settings of your device. If the color shade does not meet your expectations for this reason, you have full right to return the goods within the 14-day period for a full refund including initial shipping costs.

How to proceed with a return or claim

If you wish to return or claim items, please enter your order number and the email address used when placing the order into the form above. The system will guide you through your previous orders to select specific items to return or claim. If you don't know your order number, the system offers an email lookup option.

The system will also offer you the option to order and pay for return shipping back to our warehouse. You can easily pay online by card, print the shipping label, and drop off the package at a pickup point.

Shipments can also be sent via postal services or courier directly to our retail store address.

If you prefer not to use the online form, you can contact our customer support team directly. We will gladly assist you by phone at +420 603 84 88 64, +420 603 54 46 60 or by email at info@prohackovani.cz.

Warranty Claims

Most of our products carry a 24-month warranty. We take pride in exemplary customer service, processing all justified claims as quickly as possible without unnecessary delays (most cases are resolved significantly faster than the statutory 30-day period).

Shipping Damage

In rare cases, a shipment may arrive damaged or incomplete due to transport. We will handle the issue with the carrier and replace or refund damaged goods. However, it is essential that you inform us of any shipping damage within 24 hours of delivery! Please email us at info@prohackovani.cz and attach photos of the damaged packaging and items.

Claims Terms & Procedure

1. Warranty claims must be submitted without undue delay as soon as a defect appears. Continued use of defective goods may cause further damage, which could serve as grounds for rejecting the claim.
2. Unless stated otherwise, the statutory warranty period is 24 months, starting on the day of receipt.
3. The warranty period should not be confused with product lifespan, which depends on proper care, usage intensity, and material properties.
4. If the buyer notices upon receipt that the goods do not match the order or show defects, they must inform the seller via email or phone within 5 days of receipt.
5. If a manufacturing defect occurs, the customer has the right to file a warranty claim.
6. A defect is defined as an impairment of product characteristics caused by unsuitable materials, manufacturing flaws, or design errors.
7. Normal wear and tear, improper use, lack of maintenance, natural material changes, or user damage do not constitute a manufacturing defect.
8. A claim is considered properly filed if the returned goods are complete and meet general hygiene standards. Items must be presented clean and hygienic. Pro Háčkování s.r.o. reserves the right to reject items that fail to comply with basic hygiene requirements.
9. Claims will be processed without undue delay, no later than 30 days from submission, unless a longer period is agreed upon with the customer.
10. Customers file claims by returning the items along with a completed claim form (printed from the system) and a copy of the purchase invoice to: Pro Háčkování s.r.o., T. G. Masaryka 1148, 277 13 Kostelec nad Labem, Czech Republic.

General Terms and Conditions are available at www.prohackovani.cz/vseobecne-obchodni-podminky/.

Effective date: August 24, 2020