The Buyer is obliged to file a claim with the Seller without undue delay after discovering a defect. If the claim is made in writing or electronically, the Buyer must provide their contact details, a description of the defect, and the requested method of handling the claim.
The Buyer shall assert rights arising from defective performance with the Seller at the address of the Seller’s branch where acceptance of the claim is possible given the range of goods sold.
The Buyer must prove the purchase of the goods (preferably by a proof of purchase). The time limit for handling the claim begins when the goods are handed over or delivered to the Seller. The goods must be packed in suitable packaging during transport to prevent damage and must be clean and complete.
The Seller shall handle the claim, including defect removal, without undue delay, but no later than 30 days from the date of its submission, unless a longer period is agreed in writing with the Buyer.

Detailed information on the procedure for claims, returns, or exchanges can be found on the Returns page.

A detailed procedure for returning or exchanging goods can be found on the Returns page.

Terms and Conditions – WITHDRAWAL FROM THE PURCHASE CONTRACT

1. The Buyer acknowledges that, pursuant to Section 1837 of the Civil Code, it is not possible, among other things, to withdraw from a purchase contract for the supply of goods that have been customized according to the Buyer’s wishes or for the Buyer’s person; from a contract for goods that are perishable or goods that, after delivery, have been irreversibly mixed with other goods; from a contract for goods in sealed packaging which the consumer has removed and which cannot be returned for hygienic reasons; and from a contract for the supply of audio or video recordings or computer software if the original packaging has been breached.
2. Unless it is a case referred to in paragraph 1 or another case in which withdrawal from the purchase contract is not possible, the Buyer has the right, in accordance with Section 1829(1) of the Civil Code, to withdraw from the purchase contract within fourteen (14) days of receiving the goods. The withdrawal notice must be sent to the Seller within this period. The Buyer may send the notice of withdrawal, among other means, to the Seller’s business address or email address at obchod@axit.cz. To facilitate communication, it is advisable to include the purchase date or invoice and order number, bank account details, and the chosen method of return in the withdrawal notice.
3. In the event of withdrawal from the purchase contract pursuant to paragraph 2 of these Terms and Conditions, the purchase contract is cancelled from the beginning. The goods must be returned to the Seller within fourteen (14) days of withdrawal from the contract. If the Buyer withdraws from the purchase contract, the Buyer shall bear the cost of returning the goods to the Seller, even in cases where the goods cannot be returned by standard postal means.
   In the event of withdrawal, the Seller shall return to the Buyer all payments received within fourteen (14) days from the Buyer’s withdrawal, using the same payment method as used by the Buyer. The Seller is also entitled to return the payment when the goods are returned by the Buyer or in another way if agreed with the Buyer and no additional costs arise for the Buyer. The Seller is not obliged to refund the payment before receiving the returned goods or proof that the goods have been dispatched.
4. The Buyer is obliged to send or hand over the purchased goods to the Seller no later than within fourteen (14) days. The goods must be returned to the Seller (not by cash on delivery), complete, preferably in their original packaging, and must not show signs of wear or damage. The Buyer bears the cost of returning the goods. If the returned goods are damaged due to the Buyer’s breach of obligations, the Seller has the right to claim compensation for the reduction in the value of the goods and set it off against the refund amount. A completed return form must be attached to the returned goods; this form can be downloaded from our website.

We sincerely apologize for this situation, but it can occasionally happen. Please proceed as you would for a return or claim — see the Returns page for instructions. We will do our best to resolve the issue as quickly as possible and send you the correct item.