Claims Policy

Claims Policy – Senteso

1. Introduction

  1. This policy (the “Policy”) sets out the terms and procedures for submitting claims for defective goods purchased from Senteso (www.senteso.com).
  2. The relationship between Senteso and its customers is also governed by our Terms & Conditions and applicable law (Consumer Protection Act and Civil Code).

2. Scope

  1. The Policy applies to claims by both consumers and business customers.
  2. Products are covered by a 24-month warranty from date of receipt.

3. How to Submit a Claim

Claims must be submitted online via: https://www.senteso.com/complaint-form

  1. When filing a claim, please provide:
    • order number and invoice number,
    • description of the defect,
    • date when the defect was discovered,
    • preferred resolution method (repair/exchange/refund),
    • contact details (email, phone).
  2. Please attach a copy of your invoice and photos of the defect. Translations into English or Czech can be provided if needed.

4. Processing Your Claim

  1. We will acknowledge receipt of your claim by email within 3 business days.
  2. If a physical inspection is required, we will provide instructions and an address for shipping. Shipping costs are:
    • covered by Senteso in agreement with consumers,
    • billed to business customers.
  3. We will resolve your claim within 30 days of receipt, in accordance with applicable law.

5. Resolution Options

  1. Repair of the defective item.
  2. Exchange for a new item.
  3. Refund or discount.

6. Exclusions & Limitations

  1. The warranty does not cover normal wear and tear.
  2. Gifts and consumables are not covered.
  3. After 12 months, wear will be treated on a case-by-case basis.

7. Data Privacy

All personal data will be processed in accordance with our Privacy Policy available on our website.

8. Final Provisions

  1. This Policy is effective as of 24.5. 2025.
  2. As of that date, all prior versions are superseded.