Processing of complaints
If a defect occurs during the warranty period, due to which the purchased product cannot be used completely properly, and this defect can be removed, the buyer has the right to receive the repaired goods free of charge. If a defect cannot be removed and prevents the product from being properly used, the buyer has the right for replacement of the product or has the right to withdraw from the purchase contract.
The seller assesses the complaint no later than within 3 working days from the complaint and issues a complaint form to the buyer. The delivered complaint is handled without undue delay, but no later than within 30 days from the date of the complaint, unless the seller and the customer agree otherwise. After this period, the consumer has the same rights as if it were a defect that cannot be remedied.
The day of the complaint is the day when the goods were delivered to the seller's address.
Complaints can be made by delivering the goods in person or by recorded delivery mail to the address:
Česká mincovna a.s.
V Nivách 3992/12,
466 01 Jablonec nad Nisou
We recommend handing over the claimed goods in the original packaging, or pack the goods in another suitable package so that they are not damaged or destroyed. The goods must be accompanied by a document confirming that the goods were purchased in the Czech Mint, a.s. and on the basis of which we are able to identify the goods, as well as a description of the defect and a proposal for resolving the complaint (e.g. exchange of goods, refunds, etc.).
You can download the complaint form HERE.