How can I reclaim the goods?
Send the claimed item to the address of our warehouse in Teplice (Stanová 1182/2, Teplice, 415 01) with a printed complaint form (https://www.freshlabels.cz/public/content-images/shared/page/fl-reklamacni-formular.pdf) and with a copy of the invoice.. We will inform you about the result by e-mail. We always try to be faster than the usual 30 days. 1. Complaints must be made as soon as the defect occurs, if the goods are used further, the defect may spread and deteriorate. This can then be a reason to reject the complaint. 2. The goods must be cleaned, free of all impurities and hygienically sound. If the goods do not comply with the principles of general hygiene, the complaint will be refused. 3. The right to file a complaint does not apply to damage caused by non-compliance with the instructions for washing and care of goods on the labels from the manufacturers
Can I choose goods of a higher value as a replacement for the reclaimed goods? How is the pay up handled?
Yes you can. Make a new order, select the ”cash on delivery” option in the delivery section and write the "exchange for reclaim" in the note space. We will deduct the reclaimed value from this new order in the form of a credit. The overpayment is returned back to the bank account that you provided to us. In the case of back payment, we will send the newly ordered goods cash on delivery, at the price of the difference between the first and second order. You will be charged no shipping price in this case.
How can I find out the status of my reclamation?
We will send you an email informing you the goods have been handed over to the complaint process. If you reclaim the goods directly at the store, we do not send any email. We will contact you by email as soon as we have settled your complaint.
I have received damaged goods, how should I proceed?
We will send you an email informing you the goods have been handed over to the complain process. If you reclaim the goods directly at the store, we do not send any email. We will contact you by email as soon as we have settled your complaint.
I received damaged package, how should I proceed?
In this case, do not accept the shipment from the courier and rather reject the package and inform us of the situation. We will do our best to send new goods or return the amount paid to you as soon as possible. When you decide to take over the package, remember that you must write a damage report with the courier. Otherwise, the subsequent complaint would not be taken into account by the carrier and the damage would not be easy for you and us to prove. When damage is found and a report is drawn up, the consignment remains with the addressee. We guarantee that we will help you with the process of sending the goods back to our store and with the further settlement of the whole matter.
I have received a different product than I ordered, what should I do?
In this case, please contact our customer servise.
The battery in my watch, which is still under warranty, has run out. Can I have the battery replaced? Won't I lose my warranty?
Don't worry, you will not lose the warranty. Please, visit a specialist to have the battery replaced. If you then send us a receipt together with the account number, we will be happy to reimburse you for this correction (no later than one year from the purchase of the watch).