Complaints in our online toy store are child’s play! If something that is not supposed to break down, does break down, fill in our complaint form and we will contact you shortly.
Check during the receipt of the goods
Are you sure that you have everything to the last piece? Do not wait until Christmas or your child’s birthday. Inspect the goods and check whether the packaging contains all accessories and parts according to the manual. If an imp was involved by any chance, contact us immediately.
Inspect the goods thoroughly immediately during the receipt of the parcel and check its completeness, wholeness and status of goods whether they are not damaged by transport. If the packaging is not complete (e.g. a missing piece) something is broken or does not work, report this fact within 24 hours from the receipt of goods via the complaint form. A complaint due to the incompleteness or damaged goods filed following this period does not have to be acknowledged.
Filing a complaint within the statutory deadline
Oops, something went wrong. What now? Filing a complaint in our store is easy and comfortable, you often do not have to send the goods back, all we need is a photograph or video documentation and leave the rest to us.
You are entitled to an elimination of a defect free of charge caused by the manufacturer, supplier or seller within the warranty period of 24 months. To facilitate a smooth course of the complaint, document the product defect by taking a photograph or a short video. Prepare a proof of purchase (invoice) and the manual with the marked defective part (if it is a complaint due to the incompleteness or damaged goods).
- Reporting a complaint
Fill in and send us our online Complaint form. We will process your request shortly and inform you about further procedure.
Receipt of a complaint
The date of the receipt of the complaint form for all necessary materials (photo documentation, invoice, marked missing pieces) is considered to be the date of the receipt of the complaint and the beginning of the complaint procedure. Therefore wait for our confirmation concerning the receipt of the complaint with a serial number which we will send to the e-mail address you specified. At this moment we have registered your complaint and will immediately start dealing with it.
It is not necessary to send the goods back to us in each case. We shall assess and settle your complaint within the 30-day statutory deadline and inform you about the result and method of processing. Do not send us the goods without our prior invitation. Once your complaint has been received, we immediately work on its processing and it will be processed within 30 days.
Method of complaint processing
In case of an eligible complaint undamaged spare parts, new goods free of charge shall be sent to you or following an arrangement with the buyer a different form of compensation shall occur based on the nature of the product’s defect. All done with ease, quickly and comfortably!
Despatch of goods for assessment
Are you asking yourself where to send the defected goods? If the situation requires it, prepare the goods for transport so that no damages occur.
If it is necessary due to the nature of the defect, following our previous request, send the goods to our address:
831 04 Bratislava
Send us the goods which are subject of the complaint in the original packaging or in a different suitable packaging so no damage occurs during the transport. Send us the consignment via the Slovak Postal Service, Slovenská pošta, by using the service “Parcel to address”. We will not receive goods sent with collection on delivery and they will be returned to you. We recommend that you insure the goods, we are not liable for damages during transport.
All information concerning the conditions of complaints can be found within the Terms and Conditions section.
Withdrawal from contract
Did the goods not meet your expectations? You can withdrawal from the contract within 14 days and we will return your money back. All you have to do is fill in the online form and send the goods to our address. We will return your money within 14 days.
If you want to return the goods, you can do it without justification within 14 days from the date of purchase. Goods must be complete (together with the manual and documentation), undamaged, intact and in original packaging.
Withdrawal from contract procedure
- Withdrawal from contract announcement
Fill in and send us our online Withdrawal from contract form.
- Delivery of goods to the store
The sent goods must be unused, packed in the original packaging, undamaged together with the accessories including gifts, documentation, manual, warranty document, proof of payment and the original invoice. Send us the goods via the service “Parcel to address”, we do not receive consignments sent by the “Collection on delivery” method. We recommend that you insure the consignment.
We will return the money via a bank transfer to the bank account you specified within 14 days following the receipt of the goods. A different method of reimbursement is not possible due to technical reasons.
All information concerning the conditions of the withdrawal from contract can be found within the Terms and Conditions section.