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Warranty and Complaints – Information and Conditions

In the case of purchasing a mattress and other products, Purtex guarantees that the mattress and other products will be delivered in appropriate quality and products must serve their purpose.

Warranty

We offer a standard warranty period of 24 months on all products. The warranty covers all defects that limit the proper use of the goods. However, the warranty does not cover wear and tear from normal use and damage during transport.

Check the condition of the package upon delivery. In case of visible damage, write a protocol with the driver.

Complaints

When submitting a complaint, please send account numbers, proof of purchase documents, and photographic documentation of the problem. Complaints for mattresses must be accompanied by a photograph without the cover and placed on a solid, flat surface "on the ground", the mattress must be fully visible.

Complaints can be reported in one of the following ways:

By Email

Email to reklamace@purtex.cz and attach the necessary documents. The attachments (photographic documentation + documents) must be no more than 15MB in total, otherwise the email will not be delivered. If the complaint is sent to another address, please be aware that the complaint will not be processed in time.

By Registered Letter

Send a letter with all required documents via registered post to the following address:

PURTEX s.r.o.

Ústecká 103

250 66 Zdiby

Withdrawal from the Purchase Agreement by the Customer

The buyer has the right to withdraw from the contract within 14 days of receipt of the goods. If you decide to do so, you must send back undamaged goods, with no signs of use or wear (for hygiene reasons), properly packaged (preferably in the original packaging) to the address of Purtex Klecany (returning goods to the store is only possible by arrangement) within the specified period (the date of dispatch is the determining factor).

In case of withdrawal from the contract, the buyer will bear the costs associated with the return of the goods. After receiving the returned goods, the seller will return the corresponding amount to the customer in an agreed manner within 14 days of receipt.

The buyer cannot withdraw from the contract:

  1. If the goods have been modified according to the buyer's wishes or for their personal use.
  2. For repair or maintenance requests in the place designated by the buyer; this does not apply in the case of subsequent other than requested repairs or delivery of other than requested spare parts,
  3. If the goods were removed from the sealed packaging - for hygiene reasons it cannot be returned.

For more information, read the Complaints Procedure.