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.cz.

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.