Return of goods and claims

Despite all effort to ensure hight quality of the delivered goods, there may be moments when you need to contact us with a request for repair or replacement of the product.

No lenghty waiting times

Processing online, via e-mail, or by phone

Any method for returning goods

We are ready to assist you in resolving any unexpected issues that may arise during the delivery of goods.
Please select the situation you wish to address from the options below and follow the provided instruction.

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Warranty Claim for Purchased Goods

More information
The goods you have purchased from us exhibit functional defects during the warranty period, you can claim them in accordance with our terms and conditions.

What to Watch Out for When Filling a Claim?

  • The warranty period amount to 12 months for businesses (24 months for mechanical parts on IGM, JET, LAGUNA and IGM i2R), and 24 moths for customers.
    Note: The warranty period may vary for some type of goods.
  • For easier handling of the complaint, please document the issue with photos or a video recording. Attach this documentation to the relevant section of the complaint form.

How to Proceed with a Product Complaint?

  • Prepare your purchase receipt and locate its number. If you cannot find the printed receipt, check your customer account on our e-shop in the document section. If you still cannot find it here or if you do not know your login details, please contact our customer support.
  • Fill out and submit the complaint form, attach the photographs and/or video documentation of the defect.
  • Please wait. We will contact you within one business day to discuss the next steps.
  • If you have any questions, please contact our customer service centre via the phone number or e-mail provided in the Contacts section.
Complaint form

Returning goods within 14 days

More information
The products you purchased from us are not suitable for you and you would like to return them. Simply send them back to us, and we will refund your money.

What to Watch Out for When Returning Goods Whitin 14 days?

  • The goods are unused and undamaged.
  • This does not apply to custom-made or personalized items. Unfortunately, the 14-day return policy does not apply to such goods.
  • You are responsible for the shipping costs of returning the goods.

How to Return Goods?

  • Prepare your purchase receipt and locate its number.
  • Fill out and submit the online return form, and check the appropriate box “Withdrawal from Purchase Agreement within 14 days”.
  • The goods along with the printed form wrap up and send it via any delivery service to our customer centre in Tuchoměřice. You can find the right address provided the Contacts section.
  • If you need assistance with arranging the return shipment, please contact our customer service, which will schedule the pickup of the returned package for you. The shipping costs will be deducted from the refunded amount.
  • If you have any questions, please contact our customer service centre via the phone number or e-mail provided in the Contacts section.
Return Form

Incorrect or Incomplete Delivery

More information
The contents of the shipment we provided differ from your order or from the items listed on the invoice, or some of the ordered and paid items are missing. We will rectify the issue at our expense.
We sincerely apologize for the inconvenience caused by the mistaking or omission of items for your order. Please follow the instructions below, and we will promptly address the situation.

How to Proceed with Incorrect or Incomplete Delivery?

  • Contact us without delay but no later than 2 business days after receiving the delivery.
  • Ensure that the goods you wish to return are unpacked and undamaged.
  • Unfortunately, if you begin using incorrectly delivered goods, we will not be able to accept them for return.

How to Request Rectification?

  • Prepare your purchase receipt and locate its number.
  • Fill out and submit the online return form for returning goods and check the appropriate box “Incorrect or Incomplete Delivery”.
  • Please wait. We will contact you within one business day to discuss the next steps.
  • If you have any questions, please contact our customer service centre via the phone number or e-mail provided in the Contacts section.
Return Form

The Goods Arrived Physically Damaged

More information
The goods you received have physical damage that prevents their normal use. Please contact us, and we will arrange for a repair or replacement.

We regret that this unfortunate situation has occurred and are ready to assist you immediately. Please, pay attention if the packaging is also damaged or the damaged product is inside an intact box.

How to Proceed with Taking the Physically Damaged Goods?

  • Do not accept any visibly damaged deliver from the carrier. In case you have already accepted it, immediately make detailed Foto documentation of the damaged parcel or goods.
  • Announce the damaged delivery preferably within 24 hours but no later than 3 business day after receiving the goods.
  • Note: If you use the damaged goods despite their condition, we will assume that the item is fully functional and no claims for replacement or repair can be made.

How to Announce the Damaged Goods

  • Prepare your purchase receipt and locate its number.
  • Fill out and submit the online return form for returning goods and check the appropriate box “Physically Damaged Goods”. Attach the photographs and/or video documentation of the defect.
  • Please wait. We will contact you within one business day to discuss the next steps.
  • If you have any questions, please contact our customer service centre via the phone number or e-mail provided in the Contacts section.
Return Form