Complaints

Worried about complications when filing a complaint? With us you don't need to be. We handle complaints quickly, fairly and without unnecessary bureaucracy. Our goal is your satisfaction, whether the solution is a repair, exchange of goods, discount or refund depending on the nature of the specific defect.

Online complaint form

For faster submission of your complaint, you can use the form below.

How to proceed with a complaint

1. Contact us as soon as possible by e-mail at info@svetzbrani.cz or by phone at +420 775 760 500.

   Describe the defect and specify your preferred method of resolution, for example repair, exchange, discount or refund. To speed up the process, please have your order or invoice number ready.

2. After filing the complaint or after prior agreement, we recommend packing the goods carefully, ideally in the original packaging if available.

   Send the goods to the address:
   Vladimír Marciš – SvětZbraní.cz, Jeřabinová 139, 739 61 Třinec, Czech Republic
   
   Never send goods cash on delivery! Such shipments will not be accepted.

3. As soon as we receive the shipment, we will inspect the defect and resolve the complaint, including any repair, without undue delay, no later than 30 days from the filing of the complaint, unless we agree on a longer period.

   In most cases we process complaints within a few days.

Important information

• The consumer may report a defect that appears on the goods within two years of receipt. If a defect appears within one year of receipt, the goods are presumed to have been defective already at the time of receipt, unless the nature of the goods or the defect precludes this.
• You can also file a complaint in person or in writing at the address above.
• For faster processing, we recommend including buyer identification, the order or invoice number, a description of the defect and the preferred method of resolution.
• Failure to submit the order number, invoice or other document does not by itself prevent the complaint from being handled, provided that the purchase and the goods being complained about can be verified by other means.
• We refund money generally using the same method by which we received it, unless we agree with the buyer on a different method of refund. To speed up the refund, you may attach your bank account number.