Complaint, exchange, refund

 

HOW TO PROCEED WHEN EXCHANGING OR RETURNING GOODS?

Steps for exchange/return of goods within 30 days:

1. Put the unused goods with the copy of the invoice and stickers (if they were included in the package) in the original package 

2. Pack the box properly to prevent its damage or the damage of its contents. Packaging foil, paper, plastic bag or larger boxes are best for this purpose. 

3. Send the packaged goods to our warehouse at: RC Rruck Models - reklamace, Zikova 28, 628 00 Brno, Česká Republika or bring it in person. Under no circumstances do not send the goods via cash on delivery! In this case, it will not be accepted! (We, therefore, recommend sending the goods by recorded delivery and insure for the amount of the goods' price).

4. If you require an exchange of the goods, please create a new order with payment to a bank account (by which you reserve the product) and state in the note that it is a replacement and the number of your original order.

• After the receipt of the goods, we will check the goods and we will inform you of the expected settlement date via e-mail.
• When the new order is sent you will also be notified via e-mail.
• In case you want a refund, please provide your bank account number.

 

What are the conditions for the goods to be exchanged or returned?

1. The goods must be returned within 30 days of the receipt.

2. The goods must not be worn and they must be capable of resale.

3. The goods must be packed into the original packaging, which must not be devalued. (For example, by an adhesive tape for the purpose of transport.)

4. The goods must not be damaged or devalued in any way by you.

In your own interest, we recommend insuring the package for the amount of the price of the goods. (This service will be offered to you at the post office when sending the package.) If the package is lost or devalued during transport, you will be able to make a complaint about it (with the postal receipt) and get your money back. 

 

How to proceed when making a complaint?

First of all, it is necessary to read the return policy, which lists all the rights and obligation of both the seller and the buyer. 

 

Return policy

1. Complaints must be made without undue delay as soon as the defect has occurred. Any delay in the continued use of the goods may cause a deepening of the defect and subsequent devaluation of the goods, which may be the reason for rejecting the complaint.

2. The warranty period for the goods is 24 months and it starts with the day of receiving the goods.

3. The warranty period is not to be confused with the service life of the goods, i.e. the time for which, if properly used and taken care of, maintenance included, the goods can resist due to their attributes, purpose and differences in the intensity of their usage.

4. If the buyer after receiving the goods finds out that that the goods does not conform with the ordered goods or if the goods show the defect, they must immediately inform the seller via e-mail or telephone, no later than 5 days after accepting the goods.

5. If a defect occurs in the purchased goods, the customer has the right to complain about this defect.

6. By defect it is meant a change in the properties of the goods, which is caused by the usage of unsuitable or poor quality material, non-compliance with production technology or unsuitable design.

7. A change (in the property) of the goods, which occurred during the warranty period due to the goods' wear, misuse, insufficient or improper maintenance, due to natural changes in the materials from which the goods are made, due to any damage caused by the user or the third party or any other improper intervention, could not be considered a defect.

8. A complaint is considered to have been properly claimed if the goods are complete and the complaint is not hindered by the general principles of hygiene. The customer is obliged to submit the goods cleaned, free of all dirt and sanitary sound. The RC Truck Models s.r.o. company, the operator of the e-shop rctruckmodels.com, is entitled to refuse the goods that will not meet the above-mentioned principles.

9. The complaint, the elimination of the defect included, will be dealt with without undue delay, no later than 30 days from the day of application. In justified cases, the authorized employee may agree with the customer for a longer period.

10. The customer claims the complaint by sending the goods together with the filled-in complaint form and the copy of the proof of the purchase (invoice) to the address: RC Truck Models - reklamace, Zikova 28, 628 00 Brno, Česká Republika.

11. Complaints cannot be made for STL files if there are no defects in the files. If you find an error in the files contact us at info@rctruckmodels.com

 

Procedure for making a complaint:

1. Clean the goods (see point no. 8 in return policy)

2. Pack the clean goods in such a way that they will not be further damaged during transport. For this instance, a box is most suitable (it does not have to be the original box). Attach a copy of the invoice.

3. Send the goods by Česká pošta to the address: RC Rruck Models - reklamace, Zikova 28, 628 00 Brno, 264 01, Česká Republika(we recommend to insure the parcel for the amount of the goods' price) or bring it in person.

Under no circumstances do not send the goods via cash on delivery! In this case, it will not be accepted!

After the receipt of the goods, you will be informed via e-mail and the 30-day period for the settlement of the complaint (or a longer period by agreement) starts. 

You will again be informed about all essential aspects of the complaint, such as sending it to the distributor for assessment or settlement of the complaint, via e-mail or telephone.