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1) Warranty

The warranty period for the goods is 24 months. Make claims during the warranty period. You can hand over the complaint in person at all our stores, or deliver the goods back to us, in suitable packaging (in person or as an ordinary shipment). We use the RETINO portal to send and record complaints, which will facilitate your overview of the entire process. You can find the portal on the Warranty and Returns page.

  • If you are a consumer, the complaint will be settled within 30 days. If you trade with us on the basis of the Commercial Code, there is no legal deadline, but even in this case we try to settle the complaint as soon as possible. If the complaint is accepted, the goods will be repaired and sent to the specified address.
  • Products can only be claimed clean. Do not send the claimed goods cash on delivery, such a shipment cannot be accepted.
  • In the event of an unrepairable warranty defect, the same new product will be shipped or the purchase price will be refunded.
  • All products on the e-shop are described for their maintenance. Always follow the described instructions and maintenance symbols for care. This will prevent the product from deteriorating and prolong its life. Products that are tampered with will not be accepted in the complaint. Complaints cannot also be made for damages caused by mechanical damage or its wear and tear as a result of use. Complaints must be made as soon as possible after the defect has been identified without undue delay in order to determine the correct cause of the defect.
  • No consumer rights can be exercised on gifts that are provided free of charge.

You can send the claimed goods to the address both through the carriers offered in the Retino portal and by any other to the address:

Pražská 55A
679 61 Letovice
Czech Republic

Out-of-court settlement of consumer disputes

The buyer, who is a consumer pursuant to Act No. 634/1992 Coll., On Consumer Protection, has the right to out-of-court settlement of a consumer dispute arising from a contract for the supply of goods (hereinafter referred to as the “consumer dispute”). In the event that a consumer dispute arises between the seller and the buyer-consumer, which cannot be resolved by mutual agreement, the buyer-consumer may submit a proposal for out-of-court settlement of such a dispute to a designated out-of-court settlement of consumer disputes, which is:
the Czech trade inspection
Central Inspectorate - ADR Department
Štěpánská 15
120 00 Prague 2

The consumer can also use the online dispute resolution platform set up by the European Commission at http://ec.europa.eu/consumers/odr/.

2) Return of goods

If for any reason our goods purchased in our e-shop www.klimatex.eu do not suit you, you have the option to withdraw from the purchase contract within 30 calendar days without giving reasons. You are also entitled to orders placed over the Internet with personal collection at one of our 4 KLIMATEX stone shops. The right to withdraw from the contract follows from Act No. 367/2000 Coll.

The withdrawal period begins on the calendar day following the receipt of the goods by the consumer (eg if you take over the goods on Friday, the time for returning the goods is calculated from Saturday inclusive). If the period ends on a weekend or public holiday, the next working day is taken as the last day of the period. Withdrawal from the contract must be sent within the deadline.

We use the RETINO portal to send and record the return of goods, which will facilitate your overview of the entire process. You can find the portal on the Warranty and Returns page.
The money for the returned goods will be sent back to you by transfer to your account no later than 14 days from the delivery of the withdrawal from the contract.

  • If you decide to return the goods to the store, we will register your request via the RETINO portal and send the money to your account within 14 days.
  • The returned goods must be complete as delivered (including the originally attached tags) and must not show any signs of damage or wear.
  • Goods ordered through the carrier to Slovakia must be sent to the address below to Letovice.
  • Do not send the goods cash on delivery!
  • If you are not a consumer, ie you buy goods within the scope of your business or entrepreneurial activity (ie your ID number is stated on the purchase document), you do not have the right to withdraw, as the Commercial Code does not state this possibility.

Deliver the goods to the address:

Warehouse KLIMATEX a.s.
Pražská 55A
679 61 Letovice