Complaints

Goods can be claimed mainly due to manufacturing defects. Complaints, including the removal of defects, are usually settled within 30 days from the date of the complaint. Before sending a claim, it is best to contact us in advance by email velkoobchodznackoveobleceni@gmail.com or by phone +420774466966 with a precise description of the defects. If possible, please send us photos of the defect by email at the same time. Please also fill in the Complaints Report, which you will send with the goods. You can use your own claim form or it is freely available here. Download HERE.

Please send the claimed goods to the address below. The cost of sending the claimed goods shall be borne by the buyer. We will pay the cost of returning the goods after the claim has been settled.

For the claimed goods, there must be written information (claim report) with information on the claimed goods.
If the claim arrives without written information the claim will not be processed in a timely manner.
It is always necessary to deliver this document together with the goods so that we can immediately resolve the claim.

All shipments that we will collect from the customer must be properly packaged and must have the maximum specifications required by Geis.

How big can you ship?

One piece = one shipment
Max. shipment weight 50 kg
2x height + 2x width + length < 3 m

For each dimension:

max. 80 cm width
max. 60 cm height
max. 200 cm length
The basis of proper packaging is a strong, undamaged and preferably new carton. Any goods inside the carton need to be fixed really well so that they cannot move in any direction and become more damaged. It is also important to think about the fact that the box cannot be dented and damaged during transport. If the shipping company charges an additional cost of CZK 250 for an incorrectly packed shipment, this amount will be charged to the customer. In the case of dropshipping customers, these additional costs will be charged to the retailer and not to the end customer. In the event that the goods are damaged in transit we will not be able to make a claim or refund. The customer is responsible for packing the product himself.

The right to invoke the guarantee shall cease in the following cases:

1. Damage to the goods in transit (such damage must be resolved with the carrier upon receipt).

We emphasize that in case of mechanical damage to the delivered goods (apparently caused by transport), it is necessary to claim the goods within 2 working days of the transport (at the Czech Post, please inform the postal employee to forward the claim to CARERO s.r.o.). These damages are not covered by the manufacturer’s warranty and must be claimed from the carrier. This applies particularly to handbags and shoes, so we strongly recommend that you check the goods IMMEDIATELY after delivery. In the event of a defect, please contact us immediately (within 2 working days of delivery at the latest). Later claims will not be taken into account!

Please take a picture of the damaged packaging (box, goods), describe it and send it to us at velkoobchod@carero.cz . We will forward your complaint to the carrier in question for resolution and will contact you about further options after they have commented.

2. Breach of protective seals and stickers, if any, on the product.
3. Improper handling.
4. The goods have been damaged by the elements.
5. If the goods were submitted for complaint late i.e. the product or goods have continued to be used after the defect has been detected – the right to make a claim is extinguished.
Contact details for sending the claimed goods:

Bohumil Pfleger
Tulipánová 627/6, 74601 Opava, Czech Republic