How to proceed with a complaint

Complaints are made by the person who ordered the goods. To start a complaint, it is necessary to fill in the complaint form.

Send the completed form by email to obchod@ekotwist.cz.

It is best to send the goods in the original packaging. In the event of a complaint about only a part of the purchased quantity, it is necessary to pack the claimed goods appropriately so that it is not damaged.

Address for sending a complaint:

Polešovice 814

687 37 Polešovice, Zlínský kraj, Czech Republic

Contacts:

phone number: +420 601 527 954

e-mail: obchod@ekotwist.cz

Complaint handling

We handle complaints in the shortest possible time, but no longer than the statutory 30-day period. This period begins on the day of delivery of the consignment.

In the case of a recognized complaint with a request to exchange the goods, we will send the shipment to you at our expense. If you wish to refund, we will do so by bank transfer.

How to proceed in case of damage to the goods by the carrier

Always check the goods when accepting the shipment. If the consignment shows signs of damage, do not accept it or, in case of acceptance, take a photo of the consignment and write a simple record with the courier about the receipt of damaged goods (date of acceptance, name of transport company, vehicle registration number, courier name, number of damaged cartons). Our company can only initiate a complaint with the carrier with sufficient evidence of damage during transport.