Warranty

Warranty, Claims, and Returns

If you need to file a claim, report a damaged shipment, or return goods within the legal period, please contact us via email at info@terve.cz. Below, you will find detailed information in our claims policy on how to proceed correctly in such cases.

Warranty and Claims

We offer a standard 24-month warranty on our products, starting from the day the goods are delivered to the customer. The warranty covers only manufacturing defects.

Please send the claimed goods, preferably in their original packaging, to the address of our warehouse listed below, and keep the proof of shipment. Also, include a completed claims form and a copy of the invoice or delivery note, so we know the shipment is from you.

Damaged Shipments

Do not accept visibly damaged shipments, or write up a "Damage Report" with the courier. If the damage is not visible on the transport packaging, but the goods are damaged upon unpacking, contact us within 2 business days by email at info@terve.cz.

For the claim, take photos of the packaging, package filler, and damaged goods, and send them to us via email at info@terve.cz. Keep the goods as well as the transport packaging, including all fillers.

Return Goods Within 30 Days

If you want to return the ordered goods within 30 days of delivery, send them to us in their original packaging with a copy of the invoice or delivery note to the address listed below. Also, notify us immediately of your withdrawal from the contract via email at info@terve.cz.

Withdrawal from the contract is not possible for goods that were customized according to your wishes or needs. Such goods include items ordered from the manufacturer or supplier based on your order. These items are marked "on order" in the e-shop.

Upon receipt and inspection of the goods, we will refund the payment, including the delivery costs to you, corresponding to the cheapest available shipping method. The cost of returning the goods to the warehouse is your responsibility.

The returned goods must be undamaged, unused, and in their original packaging. If the goods are not in the specified condition, the amount of the refund will be reduced accordingly. Returning the goods also obliges you to return any gifts sent with the order.