Returns & complaints
Returns within 30 days
You can withdraw from the purchase contract within 30 days of receiving the goods. If you ordered the wrong item and wish to return it, send it to:
Returns
Poolservis shop
Dražkovice 212
533 33 Pardubice
Czech Republic
Contact: Ondřej Novotný
reklamace@chemie-bazen.cz
+420 728 871 005
You may use our withdrawal form or send your notice of withdrawal by email to reklamace@chemie-bazen.cz.
Include a completed form or a note with your order number, name and contact details, and specify which goods you are returning. If you have already emailed your notice, include the order number and mention the email so we can match the parcel to it. Pack the goods securely to prevent damage in transit.
How to make a warranty claim
You may use our claim form. Describe the defect and when it occurs, and provide your order number, name and contact details. You can also email this information to reklamace@chemie-bazen.cz.
Include a copy of the claim form or a short note with the order number and a description of the defect in the parcel. If you have already sent the details by email, mention this next to the order number. Pack the product securely to prevent further damage in transit.
If you make a claim in person, we can help you describe the problem at the shop. Have your order number or another proof of purchase ready so we can find your purchase. If you need to send only part of a product, contact us first to ensure we have everything needed to assess the defect.
Send goods for warranty claims to:
Warranty claims
Poolservis shop
Dražkovice 212
533 33 Pardubice
Czech Republic
Contact: Ondřej Novotný
reklamace@chemie-bazen.cz
+420 728 871 005
Unsure what to include or how to send the product? Email or call us and we will help you with the next steps.
The claim will be assessed using the information provided, and the next steps will be determined. The manufacturer, importer or an authorised person assesses whether the claim is valid and provides a written assessment. If the claim is accepted, you will receive a repaired product, a replacement or a refund immediately after the assessment. For an accepted claim, we will return the goods to you free of charge.
Warranty claims policy
Liability for defects and warranty
The warranty terms and periods are set out in each product’s warranty documentation. The minimum warranty period is 24 months and begins when you receive the goods.
Minimum warranty period
The statutory minimum period is 24 months, subject to exceptions provided by law. If a product has a longer warranty period, it is stated on the invoice or in the warranty and delivery documentation.
Warranty conditions
When collecting goods from the supplier, the buyer must inspect them immediately. If damage is found on receipt, the seller must provide an appropriate price reduction, repair the goods or supply a replacement free from defects.
When receiving goods from a carrier, the buyer must inspect them immediately. If damage is found, a damage report, including photographs where applicable, must be prepared and a copy sent to the seller immediately. Where the damage report is substantiated, the seller must provide an appropriate price reduction, repair the goods or supply a replacement free from defects.
Resolving warranty claims
Warranty claims are governed by the relevant provisions of the Civil Code and the Consumer Protection Act. If a defect cannot be repaired, the goods will be replaced with an identical item or the full purchase price will be refunded. Where the nature of the product requires it, this is based on a written assessment by an authorised service centre.
The Poolservis obchod s.r.o. team