Complaints Policy

🔥 Your satisfaction is our priority

In case you receive defective or damaged goods, you have the right to file a complaint.

We will do our best to resolve everything quickly and to your satisfaction.

📦 When can a complaint be made?

A complaint can be made if:

  • the product is damaged upon delivery

  • the product has a manufacturing defect

  • the product does not match the order

⏱️ Complaint period

A complaint can be made within the statutory period:

👉 24 months from receipt of goods

📩 How to file a complaint?

To initiate a complaint, please contact us:

📩 info@hratko.cz

Please provide:

  • order number

  • description of the problem

  • photo of the product (if possible)

🔄 Complaint process

Upon receipt of your request:

  1. We will confirm receipt of the complaint

  2. We will assess the condition of the product

  3. We will propose a solution

🛠️ Resolution options

In case of a legitimate complaint, we offer:

  • product replacement

  • repair (if possible)

  • refund

🚚 Complaint costs

👉 If the complaint is deemed legitimate, we cover the shipping costs.

👉 Otherwise, shipping may be charged to the customer.

⚠️ Important information

  • Complaints do not cover normal wear and tear

  • Complaints do not cover damage caused by improper use

❤️ Fair approach

We approach each complaint individually and fairly.

Our goal is to resolve every situation quickly and smoothly.

🚀 Contact

📩 team@hratko.cz
We respond within 24 hours