Warranty Claims

🧵

Need to make a warranty claim?

We are sorry that there is a problem with your item. Below you will find a simple guide to submitting a claim.

First, choose a claim form

This process is for items purchased from our online store.

Recommended

Online claim form

Simply complete the form on your phone or computer. We will then email the completed form to you. Print it out and include it with the item and your invoice.

Complete the online form

Printable claim form

Download the PDF form, print it and complete it by hand. Include it with the item and your invoice. If you cannot print it, simply write the required information on a sheet of paper.

Download the printable form

Don't have a printer? No problem. You can write the required information clearly on a sheet of paper. Include your order number, contact details, a description of the defect and how you would like the claim to be resolved.

How to make a claim

Complete the claim form

Describe the defect as accurately as possible.

If you use the online form, we will email the completed form to you. Print it out and place it inside the parcel.

Wash and carefully pack the item

The item must be clean, washed and hygienic.

Place the item and the completed claim form inside the parcel. Remember to include your invoice if you purchased the item from our online store, or your receipt if you purchased it from our physical store.

Send the parcel to our address

Send the parcel using a carrier of your choice to the following address:

Czech Soul s.r.o.
Karásek 2262/1i
621 00 Brno – Řečkovice

Claims cannot be accepted without an invoice!

⚠️

Items must be clean and washed

For hygiene reasons, we cannot accept items that are dirty, unwashed or otherwise unhygienic. Thank you for your understanding and consideration. 🥰

What happens after we receive your parcel?

Once we receive the item, we will contact you with information about the next steps and how your claim will be resolved.

🔄

Replacement

If your claim is accepted and the same item is in stock, we will replace it with a new one.

💳

Refund

If the item is out of stock, we will refund the full amount to your bank account.

⛔

Claim rejected

If your claim is rejected, we will return the item to the address provided on the claim form.

How long does the process take? We will process your claim without undue delay and no later than 30 calendar days from the date it was submitted.

Did you receive the wrong or a defective item?

If you discover after receiving your parcel that you have been sent the wrong item or that the item is already defective, please contact us, ideally within 7 days, at info@goldbee.cz.

Warranty claims policy

Below you will find important information about submitting and assessing a claim.

Submit your claim as soon as possible

A claim must be submitted without undue delay as soon as the defect appears. Continued use of the item may worsen the defect or cause further damage, which may result in the claim being rejected.

Warranty period and product lifespan

The warranty period for items is 24 months. However, the warranty period should not be confused with the lifespan of an item, which is the length of time the item may last when used, treated and maintained correctly.

What is not considered a defect

Changes caused by normal wear and tear, improper use, insufficient or unsuitable maintenance, natural changes in the materials used, damage caused by the user or a third party, or any other improper interference are not considered defects.

Items must be complete, clean and hygienic

Items submitted as part of a complaint must be complete, clean, washed and hygienic. Czech Soul s.r.o. is entitled to refuse any item that does not meet these hygiene requirements.

Time limit for processing claims

The claim, including remedying the defect, will be processed without undue delay and no later than 30 calendar days from the date it was submitted.

View the full warranty claims policy