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Complaints & Returns

On all goods is given a 24 months period warranty covering manufacturing defects (§ 620 et seq., Coll., Civil Code). You can also return any goods for whatever reason without stating it within 14 days, granted the products in question have not been used. 

In case of a damaged product, we will exchange the item without charging you for the shipping costs or refund your money - expedition fee included. Please avoid sending us these packages as COD - Cash On Delivery - as we do not accept these and will return them as unwanted.

If you wish to return or exchange an item, send us an email first at info@maxana.com with the invoice's number and ID of products you wish to return.

When returning or exchanging items, please download and fill in this RETURN FORM. Attach it to the goods you wish to return or change and wrap it all well in order to avoid any further damage during the shipment.

Send the package to the following address, please avoid sending it as a COD (Cash On Delivery) as we do not accept those and will send them back as unwanted.

 

Return address

Petrklíč Frýdek - Místek s. r. o.
Míru street 2065
ZIP code:
738 01
City:
Frýdek - Místek
Czech Republic

When returning or exchanging an item, remember to inclose also a report on how to deal with your package - whether you request an exchange or a refund, please also attach the copy of a receipt or a note with a full name and the address, to which we've sent the package in the first place.

We reserve the right to deal with your complaints witihin 30 days (§ 19 cColl., Consumer Protection Act). Money can be refunded only to the person whose name is stated on the receipt. 

If a claim or a return request is made for a product to which a GIFT was bound, please send us back the product as well as the GIFT.

We do not accept returns and/or exchanges of products which have been tailor-made to fit your own desired length aka if you've used the option of "choosing one's own length" (§ 53, para. 8c Coll. Civil Code).

Online Dispute Resolution

Effective February 15, 2016 the EU Commission has created a platform for extrajudicial dispute resolution. This gives consumers the opportunity to resolve disputes related to online orders without the requirement for a judicial process involving courts and judges. This dispute resolution process is available via the external link at: http://ec.europa.eu/consumers/odr/.

However we are not obliged to and unfortunately can not offer our participation in any such alternative dispute resolution before out-of-court (non-judicial) entities. If you have a complaint, please contact us at info@maxana.com

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