Complaints / Return of goods

Received goods are damaged

  • When picking up the goods from the carrier please carefully check the delivered goods.
  • Do not collect the shipment that shows signs of damage .

If the goods are damaged, even if the packaging was intact, you must inform the carrier or our company as soon as possible, depending on the type of transport you have chosen.

  • Czech Post: notify personally on the day of delivery at any branch of the post office.
  • PPL: report within 3 business days on tel. 225 331 500.
  • DPD: notify within 2 business days on tel. 841 700 700.
  • Toptrans: report within 2 business days on tel. 267 101 601.
  • Gebrüder Weiss: report within 1 working day on tel. 296 245 025.

The goods were delivered incomplete or did not match the ordered type

Resolve all complaints by email correspondence. To file a complaint, please email us at info@hobbytec.cz and attach the following to the attachment:

  • proof of purchase (invoice)
  • filled-in claim sheet ( HERE to download)
  • photographic documentation clearly showing the cause of the claim

The goods were delivered incomplete or did not match the ordered type

Resolve all complaints by email correspondence. To file a complaint, please email us at info@hobbytec.cz and attach the following to the attachment:

  • proof of purchase (invoice)
  • filled out complaint sheet HERE to download
  • photographic documentation clearly showing the cause of the claim


If you are prompted to send the product to a workshop or warehouse, deliver it to the claim in accordance with hygiene regulations or general hygiene guidelines. It must contain all the parts and accessories necessary to verify the defect claimed. We recommend enclosing:

  • a copy of the purchase receipt or other document proving the purchase of the goods
  • a description of the fault and your contact details

No consumer rights can be applied to gifts that are provided free of charge. Such goods comply with the terms of the Gift Agreement and all standards according to the valid legislation of the Czech Republic.
 

Time limit for settling the claim

  • If you are a consumer, the claim will be settled within 30 days.
  • If you are not a consumer, we try to resolve the complaint as soon as possible.
  • In the case of a refund, we will send you money to your bank account. Refund by postal money order is not possible.

The costs associated with the transportation of the goods to the workshop and back from the workshop will be paid if the following conditions are met:

  • with our Claims Department it will be agreed in advance that you will deliver the goods to your nearest Authorized Service at your own expense
  • the complaint will be justified (this will not be the case for a fault caused by mistakes, mechanical damage, etc.)
  • via the contact form ("Complaint" item) send a request for payment of the necessary costs related to the transport of the claimed goods
  • You can document the amount of costs (scanned bills for postage, shipping list, etc.)

Only costs of an appropriate amount can be reimbursed due to the nature of the goods. E.g. the cost of postage, not the taxi service.

Irreversible defect

If you have been told by the service department that the goods are unrecoverable (you have a receipt) and that you have to resolve with the seller a refund or replacement for a new piece, please send a repair and installation certificate and e-mail to info@hobbytec.cz . Based on the documents submitted, the eligibility of your claim will be assessed, and we will then contact you.
 

Return of goods within 14 days

In accordance with Section 1829 of the Civil Code, the consumer has the right to withdraw from the contract without giving any reason within 14 days of receipt of the goods, respectively. from receipt of the last delivery of goods, if several types of goods are purchased or the goods consist of several parts (it is sufficient to send the 14th day of the period). If the buyer decides to withdraw within this time limit and meets the conditions below, he will be refunded the purchase price and the cost of the cheapest way of delivering the goods from the seller to the buyer. In accordance with Section 1820 (1) g) and § 1832 (3) shall be borne by the consumer upon withdrawal from the purchase contract pursuant to Section 1829 et seq. the cost of returning the goods.

If you decide to withdraw within this time limit, please be kindly requested to observe the following conditions:

  • At the latest on the 14th day following the receipt of the goods, the seller must be notified of the withdrawal. 
  • HOLD withdrawal form HERE
  • Please send by email to info@hobbytec.com and then add the goods. 
  • Return the goods at their own cost to the warehouse, at the latest within 14 days of withdrawal.
  • You are advised to return the goods to be sent as part of this resignation in the original undamaged packaging, the goods should not bear any signs of use, they should be undamaged, complete (including accessories, warranty, instructions, etc.) and a copy of the purchase receipt. Do not send cash on delivery. We recommend insuring your product. 
  • The money for the goods and the cost of the cheapest way of delivering the goods from the online store will be returned to you in the same way as they were received or by agreement by postal order or transfer to your account within 14 days of withdrawal. Seller is not obligated to return all funds spent to the buyer before the buyer transfers the goods or shows that the goods have been dispatched to the seller.
  • If the value of the goods has been reduced (the goods have been partially consumed or worn as a result of the handling of the goods otherwise than necessary to handle them in view of their nature and characteristics, the goods are not complete or damaged), the buyer is obliged to replace the demonstrably missing value in money. Seller is entitled to set off the amount of compensation for damage arising from the use of the goods in contravention of § 1833 for the purchase amount.
  • If the contract has been the subject of a service contract and has started with its performance, then the buyer is obliged to pay a proportion of the price for the services consumed if the buyer withdraws from the contract.
  • If a gift is provided to the buyer together with the goods, the gift agreement between the seller and the buyer is concluded with the condition that if the buyer withdraws from the purchase agreement, the gift agreement is lost and the buyer is obliged to return the goods together with the seller provided gift.
  • If the buyer withdraws from the purchase contract, the buyer bears the cost of returning the goods to the seller, even if the goods can not be returned by their normal postal route.

Return of goods within 14 days

  • Bring the goods personally to our central warehouse. 
  • Send the goods by post or shipping company to the address of the central warehouse:
    Hobbytec CZ sro - Complaint department
    U Mototechny 87 (Pro-home building site)
    251 62 Tehovec
     
  • You must attach a proof of purchase (invoice) and a completed return form (to be downloaded HERE ) for the settlement of the claim.
The product must be clean in accordance with hygiene regulations or general hygiene guidelines. It must contain all the parts and accessories necessary to verify the defect claimed.