We want you to be satisfied with your purchase from FixPhono. If the goods do not suit you, arrive damaged, or a defect appears, below you will find a simple procedure for returning goods or making a complaint.
Returning goods within 14 days
If you are a consumer, you have the right to withdraw from the purchase contract within 14 days of receiving the goods without giving any reason when buying online. This right applies to non-business natural persons. The 14-day period is based on the rules for withdrawal from a distance contract.
Please return the goods complete, ideally in the original packaging, undamaged and without signs of excessive use. You may inspect the goods only to the extent necessary to determine their nature and functionality. If the goods have been used more than necessary for inspection, the refunded amount may be reasonably reduced.
How to return goods
- Contact us by e-mail and provide your order number.
- State in your message that you wish to withdraw from the purchase contract.
- Pack the goods carefully to prevent damage during transport.
- Include a copy of the invoice or your order number.
- Send the parcel to our address listed below.
After receiving and checking the returned goods, we will refund the money using the same payment method used for the order. We will process the complaint or return without undue delay, usually on the day we receive the parcel or within a few working days, but no later than within the period required by applicable law.
Product complaints
If a defect appears in the purchased goods, you may submit a complaint. A complaint applies to defects that prevent the proper use of the product or where the product does not correspond to its description.
For used spare parts and vintage components, reasonable wear corresponding to the age of the goods may be normal. Complaints therefore do not apply to normal wear and tear, incorrect installation, unprofessional intervention, mechanical damage, or use contrary to the intended purpose of the product.
How to make a complaint
- Contact us by e-mail and provide your order number.
- Describe the defect as precisely as possible.
- Pack the goods carefully and send them to our address listed below.
After receiving and checking the claimed goods, we will inform you about the next steps. We will process the complaint or return without undue delay, usually on the day we receive the parcel or within a few working days, but no later than within the period required by applicable law.
Easy return shipping within the EU
We offer simple return shipping using PPL / DHL Group. Simply write the following return parcel number on the package: ADD NUMBER. Then drop the parcel off at a parcel shop or parcel locker and it will automatically be delivered back to us.
This ensures fast and smooth processing of your request and saves you time filling in shipping documents.
Return shipping is charged at a flat rate of ADD AMOUNT CZK / EUR and will be deducted from the refunded amount. In the case of a justified complaint, this fee will not be charged.
You may, of course, also send the goods by another method to the address listed below. However, processing the request may take longer. The sender is responsible for the delivery of the goods according to the conditions of the chosen carrier. If the carrier fails to deliver the parcel for any reason, or does not inform us in time about delivery or storage at a pickup point, we reserve the right to consider such parcel as not delivered. In such a case, we are not responsible for the delivery method chosen by you.
Return address
FixPhono
Dejvická 324/19
160 00 Prague 6
Czech Republic
Contact
E-mail: info@fixphono.com
Important notice
Please always contact us before sending any goods back. This helps us find your order faster and process your return or complaint without unnecessary delay.