Make a complaint about goods

Enter the order number and the e-mail you gave with the order. In the next step you choose the faulty goods, describe the defect and choose how you want the complaint settled. We confirm receipt of the complaint by e-mail right away.

As a consumer you have a statutory period of 24 months from receipt of the goods during which you may assert defects. If anything happens to the goods, write to us – we will help as quickly as possible. Detailed rules can be found in the terms and conditions (Articles XVI and XVII).

How to make a complaint

  1. Write to us at support@bestio.cz or via the contact form (subject “Complaint or return”). You can also use the form below.
  2. Provide the order number, a description of the defect and when you discovered it. A photo or short video of the defect will significantly speed up handling.
  3. If the goods need to be sent back, we will send you further instructions. Costs associated with a justified complaint will be reimbursed by us.

We will confirm receipt of the complaint in writing and we will handle the complaint without undue delay, no later than 30 days. We will inform you of the result by e-mail.

What you can request

Replacement with new goods or repair. If that is not possible, a reasonable discount from the price or withdrawal from the contract and a refund.

What is not covered by the complaint

  • exhaustion of the capacity or lifespan of consumable materials (water filters, bags, cleaning agents) under normal use,
  • normal wear and tear, mechanical damage and use contrary to the manual,
  • an incorrectly chosen compatible part due to an incorrectly entered device model – in such a case contact us, we will gladly advise on the correct replacement.

Complaint form

Seller: Bestio Group s.r.o., Ohrazenice 160, 262 23 Ohrazenice, Company ID 24878553, e-mail support@bestio.cz

  • Name: …………………
  • E-mail and phone: …………………
  • Order number: …………………
  • Goods being complained about: …………………
  • Date of receipt of goods: …………………
  • Description of the defect and when it occurred: …………………
  • Requested method of resolution (replacement / repair / discount / withdrawal): …………………
  • Bank account number for any refund: …………………
  • Date and signature (for paper form): …………………

Send goods for complaint to the address: Bestio Group s.r.o., Ohrazenice 160, 262 23 Ohrazenice. Please do not send the goods cash on delivery.