Complaint form
Do you need to make a complaint?
Complaints Procedure
We value every customer and strive to ensure that all our products meet the highest quality standards. However, if there is a problem with a product, here is a brief guide on how to proceed.
How to proceed with a complaint:
- Contact us via email at info@senteso.com. Describe the problem and attach photos or video that clearly illustrate the situation.
- Also send us a completed complaint form along with your order details.
- Based on the information provided, we will assess the situation and inform you of the next course of action within 3 working days at the latest.
- In most cases, it is not necessary to send back the claimed goods.
Individual solution:
We deal with each complaint individually. If it is necessary to send the goods back, we will inform you in good time about the next steps, including the method and address for sending. We will deal with the costs associated with this procedure according to the specific situation to make the process as simple as possible for you.
Our aim is to deal with your complaint quickly and fairly to your satisfaction.
Warranty period
The warranty period starts from the date of receipt of the goods. The warranty period does not include the period from the time the goods are claimed until the time the buyer is obliged to take possession of the goods at the end of the warranty repair. If the product is more than 12 months old, the resulting defect is not considered a manufacturing defect. Therefore, after the expiry of this period, the claim is dealt with individually with regard to mechanical (normal wear and tear) caused by the use of the product for the activities for which it is intended.
Mechanical damage (normal wear and tear)
Mechanical damage is not covered by the warranty! The warranty cannot be applied to mechanical i.e. normal wear and tear of the goods. Mechanical wear and tear is caused by the use of the item for which it is intended. Overuse of the item will result in earlier wear and tear, but this is not covered by the warranty.
In practice, this means that if a buyer uses a product daily it will wear out much faster than one that is used e.g. 2-3 times a week.
Claims cannot be made for gifts with goods.
According to the law, the consumer has a 2 year warranty on the goods.
When goods are purchased by a business, the seller is only responsible for defects that the item had at the time of receipt by the buyer.
For more details on claims, please refer to our terms and conditions HERE or Act No. 89/2012 Coll. of the Civil Code and others in Act No. 634/1992 Coll.- Consumer Protection Act. The company is based in the Czech Republic and complies with the laws of that country.
The complaint form can be downloaded HERE.
E-mail: Info@senteso.com