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    Faulty goods and claims

     
    How to order · faulty goods
    Faulty goods and claims
    If a fault develops with your goods, please get in touch. Below you will find the steps to follow, the information we need and the relevant forms. We aim to handle every claim promptly and keep the process clear.
    2 years
    for a fault to become apparent in consumer goods
    Within 30 days
    to resolve a consumer claim

    How to make a claim

    1
    Describe the fault
    Tell us what is wrong, when you noticed the problem and your order number or other proof of purchase. Photos or a short video can also help.
    2
    Choose how to submit your claim
    Use the online form or send a written claim with your goods. In either case, include your contact details, proof of purchase, the product concerned, a description of the fault and your preferred remedy.
    3
    Return the goods
    Bring the goods to our shop or contact us to arrange safe shipping. The original packaging is not required.
    4
    We confirm receipt
    Once we receive your claim, we will issue a confirmation and keep you informed of its progress and outcome using the contact details you provide.
    Make a claim onlineClick below to open the form. It takes just a few minutes to complete.Open the form ↓
    Where did you buy the goods? Required
    The more detail you provide, the sooner we can advise you on the next steps.
    Which remedy would you prefer? Required
    This is your preferred remedy. The final outcome depends on the assessment of your particular claim.
    If we need photos or a video of the fault, we will request them by email.
    By submitting this form, you consent to the processing of your information to handle your claim under our privacy policy.

    Submit a written claim

    You can also submit a written claim with your goods. Use the appropriate form for a purchase from our online shop or physical store. Enclose the completed form or a written description of the fault so that we have all the information together.
    Claim forms

    Where to send the goods

    In person or by post
    Ski & Cyklo centrum Košutek
    Hlavní 140
    696 17 Dolní Bojanovice
    E-bikes, bicycles, skis and other oversized goods: please contact us before shipping. We will agree a suitable and safe delivery method. Do not send goods cash on delivery.

    What to include with a written claim and how to prepare your goods

    • a completed form or a written description of the fault and your preferred remedy,
    • your order number, invoice, receipt or other proof of purchase,
    • contact details so that we can reach you,
    • any accessories needed to assess the fault (such as a charger, key or faulty component).
    Please clean the goods and package them securely to prevent further damage in transit. The original packaging and receipt are not legal requirements for accepting a claim if you can prove your purchase from us in another way.

    How we handle your claim

    We will receive and register your claim and send the goods to the manufacturer for expert assessment. We will keep you informed of the progress and outcome. We will resolve the claim without undue delay and, for consumers, within 30 days, unless we agree a longer period with you. Depending on the assessment, the nature of the fault and the legal requirements, remedies may include repair, replacement, an appropriate price reduction or withdrawal from the contract.
    Normal wear and tear, damage caused by misuse or neglected maintenance does not constitute a product defect. We assess every case individually.

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