Refund policy

This Complaints Procedure regulates the relations between elem6 s.r.o., Braškovská 308/15, 161 00 Prague 6, Czech Republic, ID No.: 24232335, VAT No.: CZ24232335, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 200563 (hereinafter referred to as "Seller") and the Buyer. Further information about the Seller is available on the website eshop.truelife.eu.

Methods of returning goods

We are sorry to hear that you are having problems with your product. To resolve it quickly and from the comfort of your own home, please register your complaint HERE. We will take care of the rest.

All complaints about our products are handled by our authorized FIXIT SA service (elem6@de.fixit-service.com).

We recommend to send the goods directly to the service in Benešov, we are able to handle the vast majority of warranty repairs within 5 days of receipt.

For more information on the status of your claim or out-of-warranty repairs, you can contact the service directly at benesov@bels.cz.

Return of goods by the consumer within the statutory period

Within 14 days from the day following the day on which the buyer or his representative takes over the goods, or from the receipt of the last delivery of goods, if the content of the order is several items or the goods consist of several parts, the buyer, who is a consumer, has the right to withdraw from the purchase contract without giving any reason.

In this case, the Buyer must deliver a notice of withdrawal to the Seller within the specified period (a sample form can be downloaded from here ) by one of the following:

  1. by notifying our customer support: here ;

  2. in writing to elem6 s.r.o., Braškovská 15/308, 161 00 Prague 6, Czech Republic;

  3. by email to info@elem6.com      

Together with the notice of withdrawal, or without undue delay after notification (no later than 14 days), the buyer is obliged to return the goods to the Seller.

More detailed conditions for withdrawal and return of goods are set out in Article VI of the Terms and Conditions, available at this link here .

Returning goods within the warranty period

  1. The Buyer has the possibility to exercise the Seller's right of liability for quality during the warranty period, if the Seller provides a warranty for the specific goods. At the Buyer's request, the Seller is obliged to confirm any warranty provided in writing.

  2. The buyer, who is a consumer, is also entitled to exercise the rights from defective performance, i.e. to claim defects in the goods that the goods had at the time of their delivery to the buyer, within 24 months of receipt of the goods; in the case of the purchase of used goods, this period is reduced to 12 months. A defect in the goods which becomes apparent within 12 months from the date of receipt of the goods shall be deemed to have existed when the goods were received, unless this is contrary to the nature of the goods or unless the contrary is proved.

  3. The Seller shall be liable to the Buyer for the goods at the time the Buyer takes possession of them:

  • it has the characteristics agreed between the parties and, in the absence of an agreement, such characteristics as the Seller or the manufacturer has described or which the Buyer, having regard to the nature of the goods and on the basis of the advertising carried out by them, has reasonably expected;

  • is in the appropriate quantity, measure, or weight;

  • complies with the requirements of the legislation.

  1. If the goods do not have the aforementioned characteristics, the buyer may demand, in particular, repair or delivery of new goods without defects, unless this is unreasonable due to the nature of the defect. If the defect relates only to a part of the goods, the buyer may only demand the replacement of that part. The buyer is also entitled to the delivery of new goods or the replacement of a component in the case of a removable defect if he cannot use the goods properly due to the recurrence of the defect after repair or due to a greater number of defects. In this case, the buyer also has the right to withdraw from the purchase contract. 

  2. In case of irremediable defects, the buyer has the right to withdraw from the contract.

  3. If the buyer does not withdraw from the contract or does not exercise the right to have new goods delivered without defects, to have parts of the goods replaced or to have the goods repaired, the buyer may demand a reasonable discount. The Buyer is also entitled to a reasonable discount if the Seller cannot deliver new goods without defects, replace a part of the goods or repair the goods, as well as if the Seller fails to remedy the defect within a reasonable time or if it would cause the Buyer considerable difficulties to remedy the defect.

  4. The buyer is not entitled to rights under the warranty or defective performance if he knew before taking over the goods that the goods are defective or if he caused the defect himself, or if the goods were perishable.

  5. When buying used goods, the buyer does not have the right to exchange the item, but to a discount on the price, unless otherwise agreed.

  6. The warranty does not cover wear and tear of the goods (or parts thereof) caused by other than normal use. In such a case, a shorter service life of the product cannot be considered a defect and the goods cannot be claimed in such a case.

  7. The moment of claim is considered to be the moment when the goods and the written exercise of rights are delivered to the above address for the return of goods.

  8. The Seller is obliged to issue the Buyer with a written confirmation of when the Buyer exercised the right under the warranty or defective performance (hereinafter referred to as "claim"), what is the content of the claim and what method of its settlement is required. Furthermore, the Seller shall issue to the Buyer a confirmation of the date and method of settlement of the claim, including confirmation of any repairs and the duration of the repairs. In the case of a rejected claim, the Seller shall provide the Buyer with written reasons for such rejection.

  9. Complaints, including the removal of defects, must be settled without undue delay, no later than 30 days from the date of the complaint. After this period, the buyer has the same rights as if the goods were an irremovable defect.

  10. The time limit for the settlement of claims is suspended if the Seller has not received all the elements necessary for the settlement of the claim (e.g. parts of the goods). The Seller is obliged to request the completion of the missing elements from the Buyer as soon as possible. The time limit for processing the complaint is suspended from this date until the Buyer has delivered the requested documents.

  11. The warranty period is extended by the duration of the claim. The duration of the claim starts from the date of receipt of the claim by the Buyer until the date of notification of information to the Buyer about the settlement of the claim. In the case of an unjustified claim, the warranty period shall not be extended. If the claim has been settled within the statutory warranty period by replacing the goods with new ones, the warranty period shall start again from the date of settlement of the claim. 

  12. In the event of a justified complaint, the buyer, who is a consumer, is entitled to compensation for the necessary costs incurred in connection with the complaint (e.g. postage costs in the necessary amount). In the case of an unjustified claim, the buyer is not entitled to compensation for his costs associated with the settlement of the claim and at the same time the Seller is not entitled to compensation for the costs incurred on his side (unless the consumer was, for example, a repeated apparently unjustified claim, which can already be assumed to be an abuse of rights on his part).

  13. The Seller will invite the Buyer to take delivery of the goods after the complaint has been settled.

  14. In the event of failure to collect the claimed goods within one month of notification of the buyer of its execution, the Seller is entitled to charge the amount for storage of goods at the time of issuing the claim.

  15. This Complaint Procedure is valid and effective from 1.12.2024 and cancels the previous Complaint Procedures.

In Prague on 1.12.2024