How to Make a Claim

Have you discovered after receiving your order that the goods are damaged or not as they should be? Or has a defect appeared later? We are very sorry. Please contact us and we will do our best to resolve your claim as quickly and easily as possible.

Legal Guarantee and Liability for Defects

Goods purchased from us are covered by statutory rights arising from defective performance. For consumer goods, you may make a claim for a defect that existed when you received the goods and becomes apparent within two years of receipt. For goods with a limited period of use, this period depends on the nature of the product and the period for which it can reasonably be used. Below you will find the official European Union information notice summarising your basic consumer rights.

Download the Legal Guarantee Notice (PDF)

How to Make a Claim

1. Contact us: Email us at eshop@ponap.net. Please include your name, order number, the product concerned and a description of the problem. If possible, please also attach a photo or a short video – this can often help us assess the issue more quickly. Please also provide a telephone number so that we can easily contact you if necessary. You can also call us at +420 777 888 278.

2. We will agree on the next steps: We will contact you and, depending on the particular product and the nature of the defect, agree with you on what needs to be done next. If the goods need to be sent back to us, we will provide you with instructions on how to proceed.

3. We will handle your claim: We will assess your claim and, depending on the nature of the defect and the applicable legal requirements, resolve it by, for example, repairing or replacing the goods, providing an appropriate price reduction, or issuing a refund. We will inform you of the outcome. We always aim to handle claims as quickly as possible; the statutory time limit for handling a claim is no more than 30 days unless we agree with you on a longer period.

Good to Know

• For consumer goods, you may make a claim for a defect that existed when you received the goods and becomes apparent within two years of receipt. For goods with a limited period of use, this period depends on the nature of the product and the period for which it can reasonably be used.
• If a defect becomes apparent within the first year after receipt, the goods are presumed to have been defective at the time of receipt unless proven otherwise.
• For any period during which you are unable to use the goods due to a defect that has been duly claimed, the time limit for exercising your rights arising from the defect does not run.
• We will handle your claim, including remedying the defect, and inform you of the outcome within 30 days at the latest from the date the claim is made, unless we mutually agree on a longer period.
• If the claim is not resolved within this period, you may, subject to the statutory conditions, withdraw from the purchase contract or request an appropriate price reduction.
• Liability for defects does not apply, for example, to defects caused by damage caused by the customer, improper use or normal wear and tear.

More detailed information about your rights in relation to defective goods and claims can also be found in our Terms and Conditions.