🛠 Product claims – what to do if something’s wrong

We do our best to make sure you’re completely satisfied with all our products. Still, sometimes things go wrong – the item may be damaged, something might be missing, or a defect could appear during use.

Whatever the case, don’t hesitate to contact us. We’ll do everything we can to resolve the situation quickly and to your full satisfaction.

📩 Contact:
Email: reklamace@betexa.cz
Phone: +420 549 216 356

📅 Warranty period

If you made your purchase as a consumer (i.e., not as a business), you are entitled to the standard 2-year warranty under Czech Civil Code (Section 2165 and following).

Claims can be made within 24 months of receiving the goods, and we guarantee that:

• the goods were free from defects upon receipt,
• they retain their standard function and expected properties.

⚖ Claims for business customers (with company ID)

If the goods were purchased with a company ID (IČO), the purchase is considered a business-to-business contract and is not subject to consumer protection laws, including the 2-year warranty.

In such cases, warranty terms are governed only by what’s stated in the product description or agreement (e.g., in our terms & conditions). We still assess claims individually and always strive to be fair and accommodating.

📝 How to make a claim

Please contact us first via email or phone – briefly describe the issue and include your order number. If possible, also send photos of the product or defect.

📦 Never send the goods back without prior agreement – the package may be lost, sent to the wrong address, or we may not be able to accept it (e.g., cash on delivery).

In most cases, we will send you a return code for Zásilkovna (Packeta) so you can return the goods to us free of charge.

🕒 Claim processing

• We process claims as quickly as possible, but no later than within 30 days of the claim submission, unless we agree otherwise.
• We’ll keep you informed about the process by email or phone.
• If the claim is accepted, we will offer: repair, replacement, a discount, or a refund.

✅ What is not covered under warranty?

The warranty does not cover:

• normal wear and tear,
• damage caused by incorrect use, storage, or modifications,
• mechanical damage caused after delivery.

💬 Summary

🧡 Our goal is for you to enjoy your purchase. If anything goes wrong, please don’t hesitate to reach out. Whether you’re a hobbyist, parent, collector or a business – we treat everyone fairly and with respect.