Product Complaint – How to Proceed

Complaint Resolution Procedure

1. Fill out the online complaint form. Include the reason for the complaint, your order number (this speeds up processing), contact details (address, phone, email), and your preferred refund method.
2. Prepare the product for return. Pack it securely to avoid damage. Attach a short description of the defect and the order number. The item should be clean and complete.
3. The courier will pick up the package. Pestik will arrange pickup by courier. You’ll be informed by email or SMS (or you can track the status online if available).

Complaint Conditions

• We will evaluate your complaint within 3 business days. If expert assessment is required, we’ll inform you within the same period.
• The complaint, including the correction of any defect, will be resolved without unnecessary delay, no later than 30 days after submission, unless we agree in writing to extend the period. After this deadline, you have the same rights as in the case of a substantial breach of contract.
• Submit your complaint without undue delay; when filing electronically, include your contact details, defect description, and preferred resolution.
• When reporting a defect, state which right you wish to exercise. If you request a repair and it proves irreparable, you may change your choice.
• If you do not exercise your right from a substantial breach of contract in time, you have the rights applicable to a minor breach.
• For fast processing, please provide proof of purchase (e.g., an invoice). The processing time starts from the moment the goods are delivered to our designated address.
• Pack the goods properly for transport to prevent damage; they should be clean and complete.
• In case of a justified complaint, you are entitled to reimbursement of reasonable (purposefully incurred) costs.
• The warranty period is extended by the duration of the complaint process. If the product or part is replaced, the seller’s liability renews as if for a new product.
• You’ll be informed by email or SMS about the status of your complaint if online tracking is not available.

Contact

Have questions about your complaint? Write us to info@pestik.cz.