Claims and return policy

General information

The claims and return policy represents an integral part of the Terms and Conditions of the Seller - Company 3TL s.r.o.., ID: 03045048, registered office in Prague 10, Gutova 4/3297, Postal Code 100 00, postal address: Gutova 4/3297, Prague 10, Postal Code: 100 00 registered in the Commercial Register at the Municipal Court in Prague, Section C, File No. 226661, operating website eshop.dragonello.com and describes how to proceed with your claim for the products acquired from the Seller.

The Buyer is obliged to get acquainted with both the Claims and return policy and the General Terms and Conditions (the "Terms and conditions ") before ordering products from eshop.dragonello.com.The Buyer agrees with the Claims and return policy by concluding the purchase agreement and receiving the products from the Seller .


Definitions of terms in this Claims and return policy shall prevail over the definitions in the Terms and Conditions . If this Claims and return policy does not define a term precisely, it is understood as defined in Terms and Conditions.If not defined in Terms and Conditions, it is understood in the sense of the legislation defining them.

The claims and return policy applies to products purchased through the online store eshop.dragonello.com and which are within the warranty period. Warranty for delivered products is always 24 months, unless otherwise indicated. The issued invoice serves as a warranty certificate for purchased products.The warranty period starts on receipt of products. The products covered by the right toa claim must be submitted for consideration (claim) immediately after detecting the defect . The deadline to settle the claim,as specified by law, is 30 days.


It is advisable to contact us before you decide to send the defective products to claim. Please, if possible, contact us first by email at: info@eshop.dragonello.com or by calling us on the telephone number +420 774 566 519.


Claims are not applicable in the following cases :

the products have been damaged mechanically by improper handling, operation or usage

the products were used in conditions that lie outside the parameters set out in the documentation, or common to the matter

the products were damaged by weather elements

the products were damaged by excessive load, or used contrary to the conditions stated in the documentation, or have not been used in accordance with conventional manner applicable to them

The tear and wear of the products and its parts, as a result of normal use (eg. of mechanical parts) is not subject to the warranty and is not considered to represent a conflict with the contract according to the Civil Code. The seller assumes no liability for damages resulting from the operation of the products, functional properties and damage from improper use of products as well as damage caused by external events and mishandling.

Free gifts attached to the order or the products cannot be claimed .

Warranty further on , does not apply to the items sold at a lower price because of defects or incompleteness for which the lower price was agreed to.

The warranty period is further extended by the period during which the products are in the claim procedure. The rights from liability for defects for the products for which the warranty period expired, are null and void unless exercised within the warranty period.

Address for sending the returns :

3TL s.r.o..
Gutova 4/3297
100 00 Prague 10

Czech Republic

The Buyer is advised to check the status of the shipment immediately upon its delivery (number of parcels, intactness of tape, damaged box) together with the carrier and in accordance with the waybill. The Buyer is entitled to refuse the shipment, which is not in conformity with the contract, provided that the shipment is incomplete or damaged. If the buyer takes the damaged shipment over from the carrier, it is obligatory to describe the damage in the carrier's handover protocole.

When sending the claimed products, please carefully pack them to prevent damage during transportation. We recommend to additionally insure the returning products.
Please do not send back the products to us by COD. COD packages will return back to you.

The procedure

Once we receive the claim, the faulty or damaged products will be repaired, replaced with new ones or we shall refund you the purchase price. The deadline to settle the claim as specified by Law is 30 days. We shall however try to deal with claims as quickly as possible. Since we are charging the costs of claims and handling fees for rejected claims, we would warmly recommend to firstly consult us as the Seller, before submitting the claim .

In the event of refund of the purchase price for the claimed products , the funds will be returned to your bank account without delay, not later than 14 days after completion of the claim. If the Buyer does not have a bank account, the amount will be refunded in another agreed manner.

What to pack together with claimed goods?


Along with the claimed products please send us :

1.order number or invoice number against which the product was purchased. It is not necessary to send us a copy of the invoice.


2.Your contact - name, address and telephone number.

3.Detailed description of the defect, how the fault occurred, where the products are damaged, etc. , ideally on our
standard claim form.

4.Number of the bank account for possible refund . If not inserted, we shall contact you to agree on the manner of refund.

Settlement of the claim

The claim will be settled without undue delay, within 30 calendar days from the date of claim, unless the Seller and the Buyer agreed otherwise in writing .

Transportation of products

In the case of a justified claim, the Buyer shall, at his request, be refunded for reasonable transportation costs. These costs must be documented (copies of receipts etc.). The request for refund, along with supporting documents, needs to be sent to the address info@eshop.dragonello.com.

In the case of unjustified claim the consumer is not entitled to reimbursement of costs associated with the settlement of claims. In the event that the claim was unjustified -i.e. not recognized, the costs of sending the claim back to the customer will be billed.

Final Provisions

The Claims and return policy is valid from August , 10th , 2015.
The Claims and return policy is available as a document from eshop.dragonello.com in Czech and English.

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