Returns and complaints
We want the process to be as straightforward as possible. Below you will find practical instructions for returning goods and making a complaint.
Returning goods within 14 days
A consumer who concludes a purchase contract through the online store may, where provided by law, withdraw from the contract within 14 days of receiving the goods.
This right does not apply to a purchase made by a business in the course of its business activities.
Complaints
If the delivered goods are defective, contact us by e-mail or telephone. Complaints may also be submitted directly at our registered office in Prague-Koloděje.
Consumer complaints are handled within the statutory period unless a longer period is agreed with the consumer.
How to return goods
Notify us of the withdrawal
Write to osvetleni@cernoch.cz and state the order number, your name and the product being returned.
Pack the goods securely
Protect the goods against damage in transit. The original packaging is suitable if available, but is not in itself a condition for exercising the right.
Send or deliver the goods
Osvětlení Černoch s.r.o., V Lipách 381, 190 16 Prague 9 – Koloděje, Czech Republic. The customer bears the direct cost of returning the goods unless the law provides otherwise in a particular case.
Among other cases, it may not apply to goods genuinely manufactured or modified to the customer’s individual requirements. Selecting from standard variants offered in the configurator does not by itself necessarily constitute bespoke manufacture.
How to make a complaint
What to send us
State the order or invoice number, product designation, description of the defect and your contact details. Photographs or a short video may help us decide whether the luminaire needs to be sent to us.
Where to send goods covered by a complaint
Osvětlení Černoch s.r.o.
V Lipách 381
190 16 Praha 9 – Koloděje
Tel.: +420 272 702 092
E-mail: osvetleni@cernoch.cz
Consumers and business customers
Consumer rights relating to withdrawal and complaints differ from business-to-business relations. For business customers, the procedure is governed by the contract, the terms and conditions and the applicable provisions of Czech civil law.