Frequently Asked Questions (FAQ)

Welcome to our FAQ section! Here you will find answers to the most frequently asked questions about our shop, products, and ordering processes. We want to ensure that you have a smooth shopping experience at Syntex.tv. If you cannot find the information you are looking for here, please do not hesitate to contact us directly at info@syntex.tv. Our customer service is always happy to assist you.

Product Selection

Is the product I see on your website an exact representation?

All product photos on our website come directly from the manufacturers, so they are most likely an accurate representation of the actual product. However, please note that color shades and material textures may appear differently on different displays. It is also possible that the delivered product may have a different packaging version than the one shown.

What warranty applies to your products?

We offer a two-year warranty on our products. For business customers, the warranty period is limited to one year.

What does “Outlet” mean?

The term “Outlet” refers to products that are not in their original packaging, have been displayed, or have been returned by customers and may show minor signs of use. These products may also correspond to older model versions, although they can also be completely new. Each item may vary in its condition but is always offered at a reduced price. For more detailed information, please visit our “Outlet” page.

How do you find out the availability of goods? Is the item in stock for immediate delivery?
On our website, you will find information on the availability of each product and can choose from the following options:

1. In stock: The product is in stock and we can send it to you immediately.
2. Backordered: The product is not currently in stock, but has already been ordered from the supplier and we are waiting for delivery to the warehouse. The delivery date is usually unknown.
3. To be sent: The product is located in one of our foreign stores. (Bratislava, Budapest) We can deliver it to you anywhere, but the delivery time will be extended by a few days.
4. On request: The product is not currently in stock, but we can request it directly from the manufacturer or supplier.
5. 1-2 days: The product is not currently in stock, but we can order it immediately directly from the manufacturer or supplier. It usually takes 1-2 days for the product to be shipped from the supplier's warehouse.
6. 3-5 days: The product is not currently in stock, but we can order it immediately directly from the manufacturer or supplier. It usually takes 3-5 days for the product to be shipped from the supplier's warehouse.
7. 7-14 days: The product is not currently in stock, but we can order it immediately directly from the manufacturer or supplier. It usually takes 7-14 days for the product to be shipped from the supplier's warehouse.
8. 14-30 days: The product is not currently in stock, but we can order it immediately directly from the manufacturer or supplier. It usually takes 14-30 days for the product to be shipped from the supplier's warehouse.
9. Long-term out of stock: This product is not currently available and most likely will not be available again.
10. Checking / Write for availability: The product is not currently in stock, but we can request it directly from the manufacturer or supplier.

 

What is a digital product and how will it be delivered to you?

A digital product is software or a gift voucher. All licenses and login information for digital products will be sent to you by email that you provide when placing your order.

Order

How can I redeem a voucher or discount code?

You can redeem a voucher or discount code during the first step of the checkout process. Simply activate the field “I have a discount or gift voucher,” enter the code, and click “USE” to apply the discount.

Can I order a product by phone?

Unfortunately, we do not offer the option to order products by phone. All of our products can only be ordered online through our website or purchased directly at our store in Prague.

How is my order processed?

Once your payment is received in our system, you will receive an automatic confirmation email with a summary of the selected products and a notification that we have received your order. We will continue processing your order and keep you updated on the order status via email.

Explanation of Order Status:

“Processing” – We are preparing the order for shipment or pickup.

“Shipped” – The shipping label has been created, and the package is waiting to be picked up by the courier.

“Out of Stock” – The desired product is currently unavailable, and we are waiting for its delivery.

You can check the current status of your order on our website by logging in. The link to order management can always be found under your order number. Other status labels may include:

“Ordered from SK/HU” – One or more products are located in a foreign branch and need to be sent back to the main warehouse first.

“Partially In Stock” – One or more products are out of stock, and we are waiting for their delivery.

 

ORDER STATUS

How can I check the status of my order?

You can check the status of your order by logging into your account and visiting the “Orders” section. Alternatively, you can use the tracking link provided in the order confirmation email.

 

CHANGES TO ORDERS

Can I change my order after it has been placed?

If you wish to make any changes to your order, please contact us as soon as possible via email at info@syntex.tv. Changes can only be made as long as the order has not yet been shipped.

How can I cancel an order?

If you would like to cancel your order, please send us an email immediately at info@syntex.tv. We will process the cancellation as quickly as possible.

When can I expect a refund if I cancel my order?

If you change or cancel your order, the money will be refunded to the account from which the payment was originally made. In the case of bank transfers, please send your account number to info@syntex.tv. Refunds are processed every Friday or, at the latest, within 14 days.

Who can I contact if I am interested in wholesale purchasing?

If you wish to make purchases for resale, please contact us via email at info@syntex.tv. We will promptly process your inquiry.

 

VAT AND TAX EXEMPTION

Do you offer VAT exemption for customers from other EU countries?

Yes, we offer the possibility to ship orders without VAT to customers from other EU countries who have a valid VAT Identification Number (VAT ID). To benefit from this tax exemption, please follow these steps:

Registration and VAT ID: Enter your valid VAT Identification Number (VAT ID) in the corresponding field during the order process. This number will be used to verify your tax exemption.

Verification: Your VAT ID will be verified before the order is shipped. This may take some time, and we will notify you once your tax exemption has been confirmed.

Invoicing: After confirmation of the tax exemption, you will receive an invoice without VAT. Please note that the final invoice will not include the deducted VAT amount.

Shipping: Shipping will take place after the tax exemption is confirmed. You will receive a confirmation email with all relevant information.

What should I do if I don’t have a valid VAT ID?

If you do not have a valid VAT ID or are located outside the EU, your order will be processed with the standard VAT rate. If you later provide a VAT ID, no refund for the already paid VAT can be issued.

How can I provide or update my VAT ID?

If you would like to provide or update your VAT ID, please send us an email at info@syntex.tv with your order number and VAT ID. We will update the information accordingly.

 

Payment

Which payment methods can I use when shopping?

We accept various payment methods. You can find the complete list of your options at the bottom of the website or under “Payment.”

How do I receive my invoice for the goods?

You will receive your digital PDF invoice directly to your email, and you can also download it anytime by logging into your account or using the link in the order confirmation email. Invoices are also available directly in our app. We no longer include paper receipts in the packages in order to be more environmentally friendly.

 

Delivery

How much does shipping cost and how long will the delivery take?

All information about delivery times and shipping costs can be found under “Shipping”.

How can I track my package when it’s on its way to me?

Once we dispatch your order, you will receive a confirmation email from us with a link through which you can track your package.

My order has been shipped, but the tracking link doesn’t work.

The tracking number is generated once the order is packed and prepared for shipment. At this point, the courier receives the shipment information. However, you can only track the package once the courier has physically taken the package and loaded it onto the vehicle. Some couriers may not generate international tracking numbers, so tracking may only be available once the package reaches the local distribution center in your country.

 

Returns and Complaints

How to Exchange Goods?

If you would like a different product, you can return the goods within the framework of the right of withdrawal. The amount of the original purchase can be used as credit for a new order. Of course, you can also request a refund. This will be processed within 14 days in the same way as the original payment.

Who Pays for the Return Shipping?

The customer is responsible for the return shipping costs. You can return the goods via any carrier or in person at our showroom.

When Will I Receive My Refund for the Returned Goods?

We will refund the money for the returned goods or a financial voucher for the same amount no later than 14 days after receiving and verifying the package. The refund will be processed in the same way we received the payment from you. Express payments (PayPal, card, Apple Pay, etc.) are usually transferred to your account within one business day. Bank transfers typically take 1-2 business days. If you paid via bank transfer, please send us your IBAN and SWIFT/BIC in the withdrawal form so we can process the refund correctly. By law, we have 14 days to process returns due to the right of withdrawal.

How Can I Return the Goods?

If you wish to return an item, please follow these steps:

Return Address:

The return address for our shipments is:

Syntex Praha s.r.o.

Michelská 291/21

140 00 Prague 4

Czech Republic

You can return the goods via any carrier or in person at our showroom.

Processing Time:

The refund is typically processed within 14 days after the return is processed.

Do I Need Permission for the Return?

You do not need special permission to return the goods. However, please ensure the return is made within the return period and that all items are in their original condition.

How to Handle a Complaint?

In the case of a complaint, please first send us an email at info@syntex.cz with a description of the defect. It is best to attach a video or photo of the defect for faster diagnosis.

Do You Have Any Other Questions?

If you have any further questions or uncertainties, please contact us at info@syntex.cz or call +420 226 205 741.

What Is the Return Period for Goods?

According to the Consumer Protection Act (ZVPot), every consumer has the right to withdraw from the contract without providing a reason within 14 days from receiving the goods.

How Can I Contact the Complaints Department?

You can contact our complaints department by email at info@syntex.tv.

How Long Does It Take to Process a Complaint?

We process complaints without delay, but no later than 30 days. In the case of businesses, the processing time may take up to 60 days.

Can I Withdraw from the Contract if I Purchase as a Business?

As a business, you can only withdraw from the contract if the goods you received have defects at the time of receipt. We generally allow businesses to exchange unsuitable goods within 14 days for another product of equal or higher value.

 

Customer Account

What are the benefits of registering?

Registering an account offers several advantages:

• Faster ordering process: You won’t need to enter your personal details for every order.

• Order history: All your past orders are available in one place, making it easier to track them.

• Invoice storage: Your invoices are stored centrally, simplifying management and archiving.

• Easier returns: Handling any potential returns or complaints is more streamlined.

• Product history: Access to your viewed products, which can help in making purchase decisions.

Why am I not receiving emails?

If you have correctly entered your email address in your Syntexshop.de account but are not receiving emails from us, please first check your SPAM and JUNK folders. In some cases, your email provider’s server may reject our messages, which could result in non-delivery. If you still cannot find any emails, please feel free to contact us at info@syntexshop.de – we will be happy to help resolve the issue.

How can I delete my account?

You can delete your account directly from your personal profile.

 

TECHNICAL SUPPORT

How can I get support for technical issues with products?

You can receive technical support by sending us an email at info@syntex.tv. Our team will get in touch with you promptly.

 

WARRANTY TERMS

How do I report a warranty claim?

For warranty claims, please send an email to info@syntex.tv with a detailed description of the issue and proof of purchase. Our team will review the request and provide you with further instructions.