Complaint
Products purchased in our online shop may be returned within the statutory 14-day period. When exercising this right of withdrawal, the consumer must demonstrate the existence of a purchase contract, which is best done by sending proof of purchase (invoice).
Central warehouse address:
HS Flamingo s.r.o.
třída Osvobození 65
550 01 Broumov
Packaging returned goods
Please pack returned goods carefully to prevent damage during transit.
Return the goods to their original condition so that the returned item is undamaged, shows no signs of wear and is complete; this will help you avoid any potential reduction of the refund amount to cover the costs of restoring the goods to their original condition. Please send the parcel without cash on delivery and we recommend insuring it, as the Seller cannot be held responsible for any loss or damage to returned goods during transit.
Refund
The online Seller will transfer the payment for the goods and the cheapest shipping option to your bank account as soon as possible, and no later than 30 days from the date the goods are received back by the Seller. The cost of returning the goods is borne by the buyer in this case.
Packaging
Packaging is part of the purchased item. The buyer is only liable for any diminution in the value of the goods resulting from handling them in a manner other than what is necessary given their nature and characteristics.
Which documents to include
We always recommend enclosing a document with the returned goods that confirms you purchased them from the relevant online Seller.
Complaints
Where to submit a complaint about HS Flamingo products
Complaints about HS Flamingo products (Aquaflam, Masterflamme, Flamingo) can be submitted directly to the manufacturer HS Flamingo s.r.o. This speeds up the entire process and eliminates any potential miscommunication through a third party.
How to submit a complaint
Send us an email at reklamace@hsflamingo.cz and attach your proof of purchase. To speed up the process, we recommend sending a photo of the CE label, which can be found on the back of the product. From the CE label we are able to quickly match your product in our system and retrieve its complete production history. You may of course also submit a complaint in writing or visit us in person.
The complaint, including the removal of the defect, will be resolved without undue delay, and no later than 30 days from the date the complaint is filed, unless the Seller and the Buyer agree on a longer period. After this period expires, the Buyer is entitled to the same rights as if the defect were irreparable.
In the event of a complaint about goods damaged due to careless handling during transit, everything must be recorded in the carrier's delivery protocol. If you wish to make a complaint about goods damaged in transit without having noted the matter with the driver, such a complaint will not be accepted.
Filing a complaint
If you wish to initiate a complaint procedure, please first fill in and submit the following form. Once we have entered your complaint into our database, you will be notified at your email address.
Please attach photos of the defect/damage and a copy of the invoice to the form!
In the event of damage during transit, we will need a signed delivery note with the defect recorded.