Return policy

Complaints processing

Claim processing of company Sogema CZ, s.r.o. is based on the Civil Code and the Act. Consumer Protection and applies to consumer goods (hereinafter referred to as "goods"), in which the buyer exercised the right of a complaint (hereinafter referred to as "Claims").

In case of the buyer´s claim, who is not a consumeris, his rights are governed from liability for damages by the Commercial Code and efficient and the seller is entitled to such a buyer reasonably apply this complaint procedure.

This Complaints Procedure is an integral part of the OP, respectively of the contract. The buyer can get acquainted with its content before sending the order and is it adequately notified.

Acceptance of goods

The buyer who is not a consumer is obliged to check the delivery, unless it is not visibly damaged or destroyed. If the shipment is damaged, does not accept the shipment and immediately contact the online store . If you find any difference between the invoice and actually delivered the goods, immediately inform the online store If buyer does not inform the shop, he runs the risk that subsequent warranty claims will not be accepted .

The buyer who is a consumer, it is recommended to check the shipment if it is not damaged or destroyed. In the case of delivery of the damaged item, which may be a prerequisite for damage to the goods inside, do not assume such a package. They also do not have to take an incomplete shipment. The shipping documents should then be noted that the delivery of damaged or incomplete shipments was the reason for its non-acceptance. In your own interest, inform immediately the Contractor about it that he could immediately remedy the lack of delivery of the shipment in the shortest possible time. Buyer has the option to all its reservations to the delivered consignment noted on the shipping documents or otherwise appropriately and clearly communicate to the supplier. If they do so, thus greatly facilitates the execution of any subsequent complaint shipment that was damaged by transportation or was incomplete.

To claim on the Deliver claimed the entire thing, including its accessories, which may be the reason of the claimed defect, preferably with accompanying documentation and preferably in the original packaging. In case you have the original packaging not open properly, pack the goods so as to prevent damage to the shipment. We recommend that you insure Defective goods against its loss in transit. A complaint can be apply via e -mail at: or by the supplier.

The buyer is entitled to claim to the seller necessary costs, incurred in connection with the implementation of the rights and liability for defects. In case of a justified complaint, the customer is entitled to compensation, the amount of the postage. In the case of unjustified complaints buyer is not entitled to reimbursement of costs associated with the settlement of claims and at the same time nor the seller is not entitled to reimbursement of costs incurred on its side (if the buyer was not of such a recurrent unwarranted claim for which can already be deduced that of his party was the abuse of rights ) .

Complaint handling :

Sogema CZ Ltd.

Na Hroudě 3317/22

100 00 Praha 10


The claim will not be recognized in case of:

- damaged elements like water, fire, lightning or other electrical discharge, and similar

- with an expired warranty period on the day of filing a complaint

- mechanically damaged (torn, slashed, burned, etc. ) - if the damage is not incurred as a result of defective - -- goods under the responsibility of the seller

- damaged by misuse contrary to the instructions for use or application of the standard of goods

products damaged by improper servicing


Description of correctly sent claim:

Prepare, please invoice that was received with the goods (or other documents proving the purchase contract). Pack the defective goods preferably in the original package or otherwise securely packaged to prevent damage in transit and do not forget to attach a copy of the receipt or other proof of when you delivered the goods, as well as a detailed description of the defect of the product. Defective goods along with proof of purchase and description of fault insert preferably in a cardboard box. In the upper left corner be sure to include your return address. We recommend that you insure the shipment. Thus prepared shipment, please send to the following address :

Sogema CZ Ltd.

Na Hroudě 22

100 00 Praha 10

In the case of delivery of the damaged item, we recommend not to take it, so if you still decide, ask the postman to write a protocol for the supply of a damaged shipment. In the case of a subsequent finding of damaged goods by the shipment, contact us immediately in order, to find solutions to the situation as soon as possible. Note that in these cases, your fastest reaction significantly increases the success of reclamation of goods that have been damaged shipments . decide on your complaint within 3 working days, in more complex cases within 5 working days, this period does not include the time required for expert assessment of defect, the complaint will be dealt with later, including the removal of the defect within 30 calendar days. This period may be in agreement with the buyer to extend. After this period, the buyer has the same rights as if it were a defect that can not be removed .

The Seller is required to give the consumer a written confirmation that the consumer has exercised the right of the contents of the complaint and how the complaint settlement purchaser is required; a further confirmation of the date and method of handling complaints, including confirmation of repair and its duration, or a written justification for rejecting the claim. This obligation also applies to other persons designated to carry out the claim.