Complaints and Returns

We want everything to work smoothly and without complications. If there is an issue with your product or you need to return it, the process is simple and straightforward.

Return Form

🔧 Product Complaints (Warranty Claims)

When You Can Submit a Complaint

If you are a consumer, you have the right to claim defects that become apparent within 24 months from the date of receiving the goods.

For business customers (B2B), we are liable for defects that existed at the time of delivery. Obvious defects must be reported without undue delay, no later than 3 days after receipt of the goods. If a specific warranty for business customers is stated for a product (e.g. “Warranty: Business Customers 3 Months”), we provide this contractual warranty to the extent specified. Selected business customers may receive an extended warranty period based on an individual agreement.

You may submit a complaint if the product:

does not match the description,
does not function properly,
is damaged,
has a manufacturing defect.

How to Submit a Complaint (Step by Step)

1️⃣ Contact Us (Recommended)

Send us an e-mail at info@servisparts.eu or visit our store in person.

Please include your order number, a description of the issue, and ideally a photo or short video. This will significantly speed up the complaint process.

2️⃣ Send the Goods for Inspection

You may send the goods immediately or deliver them personally to the address below. There is no need to wait for additional confirmation.

📍 Complaints and Returns Address:
Servisní díly s.r.o.
Podolská 127/98
147 00 Prague – Podolí
Czech Republic
📞 +420 777 011 990
📧 info@servisparts.eu

📦 Please pack the goods securely to prevent damage during transportation.

Include a copy of your proof of purchase or provide your order number.

3️⃣ Form (Optional)

You may attach the sample complaint/withdrawal form included in the order confirmation e-mail.

Using the form is optional – complaints may be submitted without it.

4️⃣ Complaint Resolution

Consumer complaints will be resolved within 30 days of submission at the latest, although they are usually handled much sooner.

We will keep you informed about the progress and outcome via e-mail.

How We Resolve Complaints

We will resolve your complaint within 30 days at the latest (for consumers), although in most cases much sooner.

Depending on the nature of the defect, we may offer:

repair of the product,
replacement with a new product,
a reasonable discount,
or a full refund.

You will be informed of the outcome by e-mail.

🔄 Returns (Withdrawal from the Contract)

Right of Withdrawal

If you are a consumer, you have the right to withdraw from the purchase contract within 14 days of receiving the goods, without giving any reason.

This right does not apply to exceptions specified by applicable consumer protection legislation (for example, custom-made products).

Returns for Business Customers (B2B)

We may accept returns from business customers beyond statutory requirements, subject to individual assessment. We recommend returning goods as soon as possible after delivery and in unused condition.

If the goods have been unpacked, used, or protective seals have been broken (especially with original spare parts), an appropriate deduction may be applied based on the condition of the goods and their resale value.

Acceptance of returns and the amount refunded are always assessed individually.

How to Return Goods

1️⃣ Notify Us

Send an e-mail to info@servisparts.eu informing us that you wish to withdraw from the contract.

Please include your order number and the bank account details where you would like the refund to be sent.

2️⃣ Send or Deliver the Goods

You may send the goods immediately or deliver them personally to the address below. There is no need to wait for additional confirmation.

📍 Returns Address:
Servisní díly s.r.o.
Podolská 127/98
147 00 Prague – Podolí
Czech Republic
📞 +420 777 011 990
📧 info@servisparts.eu

📦 Please pack the goods securely to prevent damage during transportation.

3️⃣ Condition of Returned Goods

Please return the goods complete, clean, and preferably in their original packaging.

You are responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functionality.

4️⃣ Form (Optional)

You may attach the sample withdrawal form included in the order confirmation e-mail.

Using the form is optional – a simple e-mail is sufficient.

📦 The consumer bears the cost of returning the goods unless the withdrawal is due to a breach of contract on our part.

Special Conditions for Returning Spare Parts

For spare parts and components, especially electronic parts and products intended for installation, please note that installation, connection, soldering, gluing, or removal of protective elements (seals, films, adhesive layers) may reduce the product's value or alter its technical condition.

In such cases, an appropriate deduction from the refund amount may be applied to reflect the decrease in value caused by handling beyond what is necessary to inspect the goods.

Products that have been permanently installed or otherwise irreversibly modified may not be capable of being restored to their original saleable condition for technical or safety reasons.

💡 Recommendation Before Installing Spare Parts

Before installation, we strongly recommend testing the spare part first without gluing, soldering, or any other permanent installation.

This allows you to verify both functionality and compatibility with your device without reducing the product's value.

Testing before installation is particularly important when the device being repaired is damaged, non-functional, or may have other faults that could affect the repair outcome.

If a part is glued, connected, soldered, or otherwise permanently installed before testing, it may not be possible to determine whether any defect originated from the part itself or from the installation process or the condition of the repaired device.

Refunds

Refunds will be issued no later than 14 days after we receive the returned goods, using the same payment method that was used for the original order, unless otherwise agreed.

Sample Withdrawal Form

You may use the withdrawal form attached to your order confirmation e-mail.

Using the form is optional – withdrawal may also be made by a simple e-mail.

💬 Need Assistance?

If you are unsure whether your goods can be returned or claimed under warranty, please contact us. We will be happy to help and suggest the quickest solution.

📞 +420 777 011 990
📧 info@servisparts.eu