We are sorry you are not satisfied with the quality of the purchased items. But we are happy to help you process your warranty claim! Below you can find a description of the steps we need to follow in order for everything to go smoothly.
You can file a warranty claim if the purchased intem has a defect. Whem filing a complaint, please proceed according to the terms and conditions.
How to file a warranty claim?
- Download the complaint form
- Print out the form, fill it out and sign it
- Attach a proof of payment - invoice, receipt or an order confirmation if you don't have any other option
- Pack your item with a complaint form and a proof of payment. The packaging should sufficiently prevent damage to the product during transportation
- Send the package
- To our address: Senta s.r.o., Tomáškova 658/7 615 00 Brno, phone: +420 608 972 784, email: firstname.lastname@example.org
- OR to the Zásilkovna - E-smokers branch, Zábrdovická 12, 615 00 Brno
It is necessary to follow these steps, because otherwise we will not be able to accept the claim and the whole process will be prolonged. Therefore it is better to prepare all the documents correctly right away, so that we can process the claim as quickly as possible.
The legitimacy or illegitimacy of a claim is usually assessed directly by the manufacturer, but we will keep a close eye on it and handle your claim within 30 calendar days (the deadline can be extended by our mutual agreement). If the defect is recognized and your claim is approved, we will send you a repaired product, a new piece or a refund by transfer to your bank account within 14 working days.
If you have any questions about warranty claims, please do not hesitate to contact us.
Product return within 14 days
According to current legislation in the Czech Republic, the consumer has the right to return item(s) that have not been tailored to the seller within 14 days without giving a reason. With us, you can even use the above-standard 30-day return period. We always send a return form with the product, but if you didn't receive it in the package, you can download it here.
Addresses for sending returns from other European countries
Expandeco – Packeta
Nieuwe Weerd 22
3650 Dilsen - Stokkem
The address must be written in the exact order and must contain all the listed information according to the sample.
Packeta International – 967337
c/o Asendia Germany
Rue Ettore BUGATTI
ZI Ouest – BP 110
67119 Erstein Cédex
Returns can only be sent to this return address via the Colissimo service. If the package is sent by another carrier, it will not be processed due to procedural reasons.
Packeta International c/o BRT Spa
Via Marinoni 1
33057 Palmanova (UD)
086 48 Bad Brambach
Panattoni Park Bielsko-Biała I
ul. Księdza Józefa Londzina 106
Packeta eCommerce GmbH
Litschauer Straße 7
Only shipments sent by Austrian Post are accepted at this address.
Packeta International_ DPD d.o.o.