Complaints and service
In addition to dealing with complaints, we also offer servicing for products purchased from us.
If we want our products to serve us well even in the most demanding conditions, they require our increased care.
That is why, as part of our servicing, we make sure that the products you buy from us serve you as well and for as long as they serve us.
Complaints
We are people, so we can talk – that means we are open to fair conversation.
If a defect appears in the product during the warranty period, you naturally have the right to complain about the product and we will deal with it. The rights and obligations of both parties are regulated quite clearly by law. And if we are both willing to cooperate, the solution will be easier.
Optimal complaint procedure:
- Please, at first via online complaint form below submit your case.
- Regarding your complaint you can also let us know by sending an e-mail to: reklamace@nalehko.cz,
or alternatively by phone at our mob.: +420 739 794 969. - We will agree on how to proceed (because a punctured sleeping mat is not a reason for a complaint, and at least we won't be wasting each other's time or money on shipping. In any case, we can help you with this issue as well).
- Bring the product to one of our locations (Liberec or Prague) along with a description of the defect and a copy of the receipt or invoice, or at least the order number from our e-shop.
Alternatively, if you are outside the Czech Republic, you are asked later to send the product to our collection point in Zittau, Germany, where we will pick it up:
Mailboxde.com GmbH
Nalehko s.r.o., ID 327786
Äussere Weberstr. 90
02763 Zittau, GERMANY - We will issue you a confirmation of receiving the goods for the complaint procedure and propose a solution (repair, replacement, refund depending on the nature of the defect and, if possible, according to your preferences).
- We will try to resolve the situation within the legally required period of 30 days. Don't hesitate to let us know if you need to resolve your complaint urgently.
Couple of important notes
- You definitely don't need to look for the original packaging/box. But don't forget about the packaging that is part of the product and contains, for example, an adhesive kit – tent bags, sleeping mat bags, etc.
- You cannot claim a defect that you were aware of at the time of purchase and received a discount for (however, this does not affect your right to claim goods due to another defect).
- You should be able to prove that you purchased the goods from us – Nalehko (for most brands this probably won't be a problem. 🙂 )
- In accordance with the law (2011/83/UE) we reserve the right to refuse to accept goods for complaint if the goods or their components are dirty or do not meet the basic requirements for hygienically safe submission of goods for complaint proceedings.
- It is pointless to complain about defects caused by normal wear and tear or improper use (let's be fair). However, even in such cases, we are often able to provide professional repairs at a very reasonable price.
- In other words, the warranty does not cover product defects caused by normal wear and tear (e.g., if you wear out your shoes within two months because you've walked 2,000 km in them), damage during use, improper use (e.g., when pitching a tent, if instead of hammering the peg in with your hand, you step on it without holding it – the peg twists, you step on it with your full weight and the tent fabric cannot withstand it and tears...), improper or neglected maintenance, improper storage (e.g. you leave a down sleeping bag compressed in a compression bag for several weeks or months and then you are disappointed that it has lost its loft...).
- Report any defects without unnecessary delay – as soon as possible after discovering them. Continued use of the product may cause the defect to worsen and lead to an irreparable condition, or completely destroy the product. This may cause the complaint to be rejected.
- According to the law, the moment we receive the claimed goods at our headqauters in Liberec is considered the moment of filing a claim.
- If we settle your complaint by delivering new, flawless goods, the 24-month warranty period does not start again from that moment (see the Civil Code)!
Service
If your product is damaged after the warranty period has expired, this does not necessarily mean the end of its life. We offer repairs for most common defects in backpacks, tents, and clothing.
We can even save seemingly irreparable items—and at very reasonable prices.
How to proceed?
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Contact us
The best way to get started is to contact us by phone or e-mail. If you contact us by e-mail, please attach detailed photos of the damaged product and a description of the defect.
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Problem analysis
Together, we will go through possible solutions and suggest the best repair procedure.
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Service reception
Repairs are carried out at our store in Liberec. You can send the product to us or bring it in person to any of our stores. Upon reception, we will issue a confirmation of the product's entry into service.
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Repair
The duration of the repair depends on the complexity of the intervention. We will keep you informed about the progress of the service.
Our philosophy
We carry out repairs with an emphasis on sustainability. We believe that equipment that can be saved should not end up as waste. Our services are based on the philosophy of extending product life and reducing our environmental footprint.
We would be happy to give your equipment a chance for second life.
Washing and impregnation of down products
Washing and impregnating down jackets and sleeping bags can be a complicated process that requires professional care. We therefore recommend using the services of professional dry cleaners.
We're glad to arrange professional cleaning for products purchased from us.
How to proceed?
For more information, please contact us at the following e-mail addresses:
info@nalehko.cz or praha@nalehko.cz, alternatively, visit our stores if you can :-)