Claims and Returns

The following information will help you in the event you need to make a claim for goods purchased at Axit.cz.

Claims – Registered Customers

If you registered when making your purchase, you have the option to make a claim electronically (which is much easier) or in the standard written form.

Electronic Claim

• Log in to your account.
• After logging in, click on the "My Account" link located in the upper left corner.
• Click on the "Order History" tab and filter the order you wish to claim (or part of it).
• Click on the order number in the list to view its details.
• Below the list of ordered items, you will find the section "Create a claim request". Here, tick the item or items you wish to claim (if multiple pieces were ordered, please also fill in the quantity). Then select the reason for the claim from the list, indicate what response you expect from us, and optionally use the "Note" field for additional information. Click the "Create" button to submit the claim.
• Once you receive an email confirmation of claim receipt from us, you can send the claimed goods to our address.
• Information on the further progress of your claim can be viewed in the "My Account" section under the "Claims" tab.

Written Claim

• Create a written document (typed or clearly handwritten) containing: your name, address, phone number, email, order number, invoice number, a detailed description of the defect, and a detailed explanation of how and when the defect occurs. Download claim form.
• Attach to the claimed goods the document described above, a copy of the invoice (tax document), and the warranty card (if you did not receive a warranty card, the invoice serves as one).
• Send the parcel to our address.
• We will inform you about the progress of the claim by phone or email.

Claims – Unregistered Customers

If you did not register when making your purchase, you must submit your claim in writing, following this procedure:

• Create a written document (typed or clearly handwritten) containing: name, address, phone number/email, order number, invoice number, a detailed description of the defect, and a detailed explanation of how and when the defect occurs. Download claim form.
• Attach to the claimed goods the document described above, a copy of the invoice (tax document), and the warranty card (if you did not receive a warranty card, the invoice serves as one).
• Send the parcel to our address.
• We will inform you about the progress of the claim by phone or email.

Exchange / Return within the Statutory Period

• Download and fill in the Return / Exchange Form.
• Attach to the returned goods the document described above, a copy of the invoice (tax document), and the warranty card (if you did not receive a warranty card, the invoice serves as one).
• In case of an exchange, please specify the desired product (if you have already chosen or arranged another one).
• Send the parcel to our address.
• We will inform you about the progress of the process by phone or email.
   

Return / Exchange (downloadable PDF)

Important Notices

The warranty for goods sold is provided by the seller in accordance with generally binding legal regulations. Unless stated otherwise, the warranty period for all products is 24 months. The warranty period begins on the date the goods are received by the buyer.

The warranty does not cover defects caused by normal wear and tear, incorrect use/misuse of the goods, or improper storage.

The seller reserves the right to reject a claim if the manufacturer or its authorized service provider proves that the buyer has tampered with the product without authorization or that mechanical damage to the goods has occurred.