Complaint

Goods can be claimed mainly due to manufacturing defects. The claim, including the defect removal, is usually processed within 30 days from the day of the claim initiation. Before sending a claim, it is best to contact us in advance by email at velkoobchod@carero.cz or by phone at 555 508 930 with a precise description of the defects. If possible, also send us photos of the defect by email. Please also fill out the Claim Form, which should be sent along with the goods. You can use your own claim form, or one is freely available here. Download HERE.

Send the claimed goods to the address below. The cost of sending the claimed goods is borne by the buyer. We cover the cost of returning the goods after the claim has been processed.

With the claimed goods, there must be written information (a claim form) with information about the claimed goods. If a claim arrives without written information, it will not be processed on time. It is always necessary to provide this document along with the goods so that we can immediately address the claim.

We also offer a service for collecting claimed goods. This collection is charged at 2 EUR. If you are interested in having a claim picked up, contact us at velkoobchod@carero.cz. The goods can also be picked up directly from your customer; in the email, just state the date of pickup, the customer's address, and a contact phone number.

All shipments that we will be picking up from the customer must be properly packed and must meet the maximum required parameters of the Geis company.

How large can the shipments be?

One piece = one shipment

Max. weight of the shipment 50 kg

2x height + 2x width + length < 3 m

For individual dimensions, the limits are:

max. 80 cm width

max. 60 cm height

max. 200 cm length

The basis for proper packaging is a strong, undamaged, and preferably new carton. Any goods inside the carton must be really well secured so that they cannot move in any direction and get more damaged. It is also important to ensure that the box cannot be crushed and damaged during transport. If the transport company charges additional costs of 10 EUR for poorly packaged shipments, this amount will subsequently be charged to the customer. In the case of dropshipping customers, these additional costs will be charged to the retailer, not the end customer. If the goods are damaged in transit, we will not be able to claim a warranty or refund. The customer is responsible for packing the product themselves.

The right to claim a warranty expires in the following cases:

1.Damage to the goods during transport (these damages must be addressed with the carrier upon receipt).

We emphasize that in case of mechanical damage to the delivered goods (obviously caused by transport), it is necessary to claim such goods within 2 working days from the transportation (at the Czech Post, provide information to the postal employee to forward the claim to CARERO s.r.o.). These damages are not covered by the manufacturer's warranty and must be claimed with the carrier. This particularly applies to furniture and plastic goods (e.g., buckets, basins, doll strollers, slides, etc.) We therefore strongly recommend performing an inspection IMMEDIATELY upon delivery. In case of discovering a defect, contact us without delay (no later than 2 working days from delivery). Later claims will not be considered!

Please take photo and describe the damaged packaging (box, goods) and send it to us at velkoobchod@carero.cz. We will forward your complaint to the respective carrier for resolution and contact you about further options after their response.

2. Violation of protective seals and stickers, if they are on the product.

3. Improper handling.

4. Goods were damaged by elements.

5. If the goods were submitted for a claim too late, i.e., the product or goods were used further even after detecting the defect - the right to claim is lost.

Contact details for sending claimed goods:

Czech Republic:

CARERO s.r.o.

Jablunkov 994

739 91 Jablunkov