Claims, Exchange and Returns

Claims

• You can file a claim within 2 years of purchase. Selected products come with an extended warranty. You can verify the warranty length in the manual, available for download on the product page and enclosed in your printed order.
• For valid claims we will either repair the defect or refund part of the original amount paid.
• If the defect cannot be removed without undue delay, you may request a replacement of the product or its damaged component.
• In case of serious damage that cannot be repaired or replaced, we will refund the full amount you paid for the product.
• Products should be clean and complete when submitted for a claim.
• Claims do not cover defects caused by normal wear and tear or by failure to follow the instructions for use.

How to file a claim

1. To save time and confirm eligibility, please contact us first via email at hakrbrno@hakrbrno.cz and describe the issue. Photos are helpful. This step is optional but recommended.
2. Include with the claimed goods your proof of purchase, contact details, a description of the defect, and your preferred resolution (free repair, replacement, or refund). To speed things up, you can fill in our claim/exchange/return form. If you don’t have a printer, write the required info on paper and put it in the parcel.
3. Pack the goods so they won’t be damaged in transit and mark the parcel “Claim”.
4. Send the parcel (it CANNOT be sent cash on delivery) or deliver it in person to:

5. If you need to claim oversize goods, see the section “Oversize Goods Transport”.
6. We will inform you of the claim result by email within three business days of receiving the goods.
7. We will complete the repair, provide a replacement, or issue a refund (full or partial) no later than 30 days after we inform you of the claim decision.

Download the claim form

Product Exchange

Please return items for exchange complete and in their original condition (ideally in the original packaging). They must show no signs of wear or damage.

How to exchange a product

1. Contact us by email at hakrbrno@hakrbrno.cz or by phone at +420 777 800 304 to arrange the exchange.
2. Pack the item for exchange and include your proof of purchase and contact details. We recommend using our form, or write the required information on paper and place it in the parcel.
3. Mark the parcel “Exchange”.
4. Based on our email arrangement we will send a DPD or Toptrans exchange shipment (the carrier depends on the size of the goods). The courier will deliver the new item and collect the original parcel.
5. If the price of the new item is higher than the original, we will ship it cash on delivery and you will pay the difference upon receipt. If the price is lower, we will refund the difference to your bank account.

Download the exchange form

Product Returns

• You can return unsuitable goods within 14 days of receipt without stating a reason.
• Please return goods complete and in their original condition (ideally in the original packaging). They must show no signs of wear or damage. Return shipping costs are borne by the buyer.

How to return a product

1. For goods to be returned, please include your proof of purchase, your bank account number for the refund, and your contact details. We recommend using our form, or write the required information on paper and place it in the parcel.
2. Mark the parcel “Return”.
3. Send the parcel (it CANNOT be sent cash on delivery) or deliver it in person to:

4. If you need to return oversize goods, see the section “Oversize Goods Transport”.
5. We will send your refund no later than 14 days after receiving the parcel. For in-person returns, we refund on the spot.

Download the return form

Oversize Goods Transport

1. For claims or returns of oversize goods, an individual arrangement is required. Contact us by email at hakrbrno@hakrbrno.cz or by phone at +420 777 800 304 and we’ll agree on the process.
2. In most cases, based on our agreement, we will send our carrier to pick up the goods.
3. All other terms apply as with standard claims or returns.