Complaints procedure

If a defect occurs during the guarantee period which prevents proper use of the purchased product, and this defect can be repaired, the buyer is entitled to a repair at no charge. If a product defect cannot be repaired and it prevents proper use of the product as a defect-free product, the buyer is entitled to a replacement of the product or rescission of the purchase agreement.

The seller decides on accepting a customer’s complaint within three business days since filing the complaint and issues a document for the buyer about the decision. An accepted complaint is resolved without undue delay, no later than within 30 days since filing the complaint, unless the seller and the buyer agree otherwise. After this period the consumer exercises the same rights as if the defect is irreparable.

The date of filing a complaint is deemed the date of delivering the goods to the seller’s address.

Complaints can be filed either by returning the faulty goods in person or by mailing it by registered post to the following address:

Česká mincovna a.s.
U Přehrady 3204/61
466 23 Jablonec nad Nisou

We advise to return faulty goods in the original packaging or to provide another suitable packaging to prevent any damage. The package must contain a copy of the certificate of delivery or invoice, a description of the defect and a proposed complaint resolution (e.g. replacement of goods, refund, etc.)