• Complaints are dealt in usual way through General Business Terms.
  • The buyer has the right to withdraw from the contract within 14 days after delivery of the goods. Withdrawal should be made in writing to the e-mail address: The goods have to be returned to the postal address of sender and labelled with “E-SHOP - FATRA” within 5 working days after such withdrawal. The goods must be returned undamaged.

Damage to shipments

  • Please check the shipment carefully during upon acceptance from the carrier. Do not accept any shipment that appears to be damaged.

The Goods are incomplete or do not match the order

The Goods are defective

  • Please specify in the email: the buyer’s name, e-mail and phone number, the number of the claimed shipment, the date of dispatch of the shipment, the date of arrival of the shipment and the nature of the complaint.

  • The responsible officer will provide complete and professional information about the defect and evaluate whether the defect can be removed or whether is necessary to initiate a complaints procedure.

All claims must be processed within the statutory time limit of 30 calendar days. This period starts the day after the goods are delivered to the Fatra, a.s. company and ends with the settlement of claims with the seller. The warranty of the goods sold does not apply to defects caused by normal use of the product, improper use and improper storage of the same.

For transport purposes, the goods should be labelled clearly with “E-SHOP - COMPLAINT”.

Realisation: ImperialMedia s.r.o. 2013