Complaints Procedure


It is imperative to make a complaint without undue delay as soon as the defect is discovered. Any delay in the continued use of the goods may cause the defect to intensify and result in the deterioration of the goods, which may be grounds for rejection of the claim.
The warranty period for the goods is 24 months and begins on the date of receipt of the goods.
The warranty period is not to be confused with the lifetime of the goods, i.e. the period of time for which the goods can last, given their characteristics, their purpose and the differences in the intensity of their use, if used and treated properly, including maintenance.
In the event that the Buyer discovers after receipt of the goods that the goods are not in conformity with the ordered goods or that the goods are defective, he must immediately inform the Seller of this fact by e-mail or telephone, within 5 days of receipt of the goods.
If a defect occurs with the purchased goods, the customer has the right to claim this defect.
A defect is defined as a change in the characteristics of the goods caused by the use of unsuitable or poor-quality materials, failure to comply with production technology or improper design.
A defect shall not be deemed to be a change in (the characteristics of) the goods which has occurred during the warranty period as a result of wear and tear, improper use, inadequate or improper maintenance, as a result of natural changes in the materials from which the goods are made, as a result of any damage caused by the user or a third party or any other improper intervention.
A claim shall be deemed to have been duly made if the goods claimed are complete and the claim is not prevented by general principles of hygiene. The customer is obliged to present the claimed goods cleaned, free of all impurities and hygienically sound. GRUNTOVAČKA s.r.o., operating the e-shop, is entitled to refuse to accept goods for claim processing that do not meet the above-mentioned principles of general hygiene (Decree 91/1984 Coll., on measures against communicable diseases).
The complaint, including the removal of the defect, will be processed without undue delay, no later than 30 days from the date of application. In justified cases, the authorised employee may agree with the customer a longer period.
The customer claims by sending the goods together with a completed claim form and a copy of the proof of purchase of the goods (invoice) to GRUNTOVAČKA s.r.o. 4 května 352, 755 01 Vsetín.



    Clean the claimed goods (see point 8 in the Complaints Procedure).
    Pack the cleaned claimed goods in such a way that they will not be further damaged in transit. A box is best for this purpose (but it does not have to be the original box). Please enclose a copy of the invoice and a completed claim form, which can be downloaded fromHere.

  2. Send the packed goods to GRUNTOVAČKA s.r.o. 4 května 352, 755 01 Vsetín. In no case send the goods on COD! In this case it will not be received! (We recommend sending the goods by registered mail and insuring the price of the goods).
    As soon as the claimed goods arrive, you will be informed by e-mail and the 30-day period for processing the claim will begin (or a longer period by agreement). You will again be informed of all essential aspects of the claim, such as sending it to the distributor for assessment or handling the claim, by e-mail or telephone.


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