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Returns & Claims

Please read the following information carefully to find out how to avoid problems when taking delivery or using the goods and how to proceed correctly with any claims or returns.

What to do when and after taking delivery

  • When you receive the parcel from the courier (while still in his presence), check carefully the number of pieces of the parcel (i.e. parcels - if it is a multi-piece parcel) and their external integrity. If the number of pieces of the parcel does not match, or if the outer packaging of the parcel (i.e. cardboard box, adhesive tape or packaging material) or the goods themselves are damaged, you may refuse to accept the parcel. You may also accept such a shipment, but it is important that you indicate any findings of incompleteness or damage in writing on the acknowledgement of receipt of the shipment and notify us immediately.
  • Upon receipt of the consignment of goods from the courier (after the courier has left), please unpack the goods as soon as possible and check them for completeness and integrity according to the enclosed documents (invoice or delivery note, or instruction manual, contents list, etc.) and inform us immediately of any discrepancies or defects.
  • Before using the goods, read the instructions (advice and instructions) for use and maintenance of the goods. Use and maintain the goods in accordance with these instructions (advice and instructions) and solely for the purpose for which they are intended.

How to claim the goods

  • In order to ensure a quick and trouble-free handling of the claim, we recommend that you inform us of any discrepancies in the shipment and/or defects in the goods by telephone or e-mail before submitting the claim. We will advise you on the most appropriate procedure for handling your claim.
  • In the event of a claim, please send the claimed goods (cleaned and including all accessories and documentation) by post to our address. You must enclose a photocopy of the invoice and a description of the defect claimed, as well as the name, surname and address to which the goods should be sent after the claim has been settled, telephone contact, e-mail or bank account number if you expect a financial settlement. To simplify this procedure, you can use the claim form for this purpose, which you can fill in and attach to the goods together with a photocopy of the invoice. We recommend that you adequately pack and insure the returned goods before dispatch.
  • Please refer to the Claims Policy for detailed information on how to deal with a claim.

How to return goods

  • If you are a consumer, you have the option to return the goods without giving a reason within the statutory 14-day period from the date of receipt.
  • For detailed information on returning goods, please refer to the Instructions on exercising the consumer's right of withdrawal and you can use the sample withdrawal form for this purpose..

Need advice?

We will be happy to advise you on how to make a complaint or return goods to:

  • tel. nr.: +421 (2) 233 888 293, +421 948 616 099 (Mon-Fri: 08:00 - 16:00)
  • e-mail: (Mon-Fri: 08:00 - 16:00)

Address for sending the goods claimed or goods to be returned:

Enizon, s.r.o. - Claims Department
Rosina 140
013 22 Rosina