Complaint conditions

Complaint conditions
Damaged goods
You did not receive the shipment - the carrier will return the shipment to us and we will handle everything and send a new shipment. When picking up a shipment from the carrier, check its packaging and the condition of the products clearly. In case of a damaged shipment, do not accept it from the carrier!!!
You have received the shipment - Is your shipment damaged after receiving it? Within 24 hours of receipt, contact us at reklamace@montehra.cz In the subject line, put "Damaged shipment - item number" and add photos of the damaged shipment to the attachment. In case of failure to report a damaged shipment within 24 hours, the carrier will not accept the claim!!!

Complaint

1. Write to us at the email address reklamace@montehra.cz

Email subject: "Complaint - order number."
Email text:
"Hello, I want to complain about the goods ………. that I purchased in the order number ………. The reason is …………, which can be seen in the attached photos."
Name and Surname: ……..
Phone number: ……..
Add photos of the claimed product defect to the attachment.


2. We will contact you within two working days, check that you have filled in all the required data and agree on the next course of action.

3. Carefully pack the claimed goods - fill the empty spaces in the box with cardboard, paper or other filling material and send the claimed product to the address: Václav Fego, Terezy Novákové 64, 621 00 Brno.

4. We will contact you within 30 days with the result of the complaint.

Returning goods

We stand behind our products and your satisfaction is the most important thing to us. That's why we offer an extended period of 30 days for the return of goods from the receipt of the shipment, instead of the standard 14 days.

For a fee of CZK 160, we will arrange transport to us - worry-free pick-up of the goods directly at your home. The goods must be undamaged and unused. According to section § 1837 of the Civil Code, goods that have been modified according to the wishes of the buyer cannot be returned. You can find out more about the return conditions in our terms and conditions HERE.


Write to us at the email address reklamace@montehra.cz
Subject of the email: "Return of goods - order number."
Email text:
"Hello, I want to return the goods ………. that I purchased in the order number ………. The goods are undamaged, in the original packaging and I prefer:

 a) collection at my home, which is charged at 500 CZK per package

 b) I will arrange the shipment of the goods myself

Name and Surname: ……..
Phone number: ……..
Bank account number for refund: ..........

2. We will contact you within two working days, check that you have filled in all the required data and determine the place for sending the goods.

3. Carefully pack the returned goods - fill the empty spaces in the box with cardboard, paper or other filling material.

4. We send the money within 14 working days on average after receiving and inspecting the returned goods. In the case of picking up the goods at your home, the return amount will be reduced by the shipping fee - 160 CZK per package.

Didn't find the answer or have another question? I will be happy to help you on phone number +420 608555433 or email petra@montehra.cz