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Order cancellation / cancellation

If you decide to cancel your order and if the order has not yet been shipped, immediately inform Crystal Productions on the telephone number +420 702 061 722 - an SMS or email to objednavky@crystalprod.cz will suffice. In the event that the goods are not in stock or your order is canceled by Crystal Productions Merchandise Factory s.r.o., you will be notified immediately.




Shipping time

Goods that are in stock are shipped within 1-3 days of ordering (in the case of cash on delivery) or crediting the account (in the case of payment by bank transfer). To this time must be added the standard delivery time by the logistics company or the Czech Post.




Payment, postage, shipping

There are three ways to pay:


Upon receipt of the goods, i.e. cash on delivery at the Czech Post, or a logistics company

By transfer to the account of Crystal Productions Merchandise Factory s.r.o. 266079174/0300, which you identify by your name and order number. Unidentified transfers cannot be traced and paired with the order.

Paypall - in the case of sending payments from abroad, it is probably most advantageous to use the PAYPAL service



The price of the goods is not charged separately. The packing fee is included in the total amount of postage, which is as follows:



  • CZK 129 - sent cash on delivery by Czech Post, payment upon receipt

  • CZK 80 - sent by Czech Post, paid by bank transfer before sending the goods

  • CZK 0 - personal collection at the company's headquarters or by appointment



In the event that Crystal Productions Merchandise Factory s.r.o. to send the goods of one order to another and another times (for example, if the goods are not currently in stock) pay the postage Crystal Productions Merchandise Factory s.r.o ..

If the customer requests an exchange of goods in case of incorrect selection of product parameters (for example, the size of the textile), the postage is paid repeatedly.

We only send items to Slovakia that are currently in stock. So if you order more items and we do not have them all in stock, we will send you only those that are in stock and cancel the rest of the order. If you would like to wait for the goods, you must add it to the order objednavky@crystalprod.cz. We will send you everything at once, but the delivery time can then be around 3 weeks, or we will inform you about the availability of goods.




COMPLAINTS PROCEDURE

Every buyer who bought goods on e-shop Crystal Productions Merchandise Factory s.r.o. is entitled according to the Civil Code to a claim for goods in the event of a defect within 24 months of receipt of the goods.



The right to make a complaint does not apply to:

  • damage to goods during transport (these damages must be resolved with the carrier upon receipt)

  • wear and tear of the goods due to the nature of the product of normal use and wear and tear over time

  • damage to the goods due to unusual use or damage caused by the user

  • damage caused by external events and mishandling




The buyer is obliged to inspect the goods delivered by the seller without undue delay and to inform the seller of the detected defects within 3 days.



The buyer must notify the seller in writing (by e-mail to objednavky@crystalprod.cz or by letter) within 3 days of receipt of the goods or without delay to show the defect or by phone at +420 702 061 722. the buyer must state the detected defects - he must state what the defects are and how they manifest themselves.



Written notification of detected defects is applied by the buyer at the place of the seller's registered office:

Crystal Productions

Dělnická 769/64

736 64 Havířov - Prostřední Suchá



Company ID: 02585481




In all cases, it is necessary to submit a copy of the invoice and proof of payment and delivery of the goods whose defects are being complained about, as well as a cover letter describing the complaint.

The seller does not accept liability for damage resulting from the operation of the products, functional properties and damage from improper use of the products, as well as damage caused by external events and improper handling. Defects of this origin are not covered by the warranty provided.

Complaints will be settled in accordance with the provisions of § 19 paragraph 3) of Act No. 634/1992 Coll. on consumer protection.

Complaints about delivery services



Goods from Crystal Productions Merchandise Factory s.r.o. it is delivered to you via the Czech Post or a logistics company. It may happen that the shipment comes to you damaged. In this case, please proceed as follows:

  • Always inspect the shipment at the counter or immediately when handing over the goods directly in front of the worker

  • In the event of damage to the packaging (crumpled, torn, soaked…), immediately write a report on the damage to the consignment with the delivery worker.

  • It is possible to unpack the package on the spot and check the goods, especially in the case of breakable items. Do not let yourself be soothed that you have to contact the e-shop, we ship unbroken goods and packaged so that in case of good handling it reaches the customer undamaged.




HOW TO ORDER?

Choose the goods in the e-shop that interested you and click on ADD TO BASKET. In the case of textiles, you will be redirected to a detailed overview of the product, where you will choose the size or color.

If you have decided to order more goods, the system will automatically inform you about the current list of ordered items.


If you change your mind about ordering one of the products, use the basket icon on the left side of the product in the shopping cart list to delete it.


If you have selected all the required goods, click on the shopping cart icon in the upper right corner. A table with an overview of the required goods will open. Below it are several buttons, RESTORE CART, CONTINUE SHOPPING and BUY.


After selecting the BUY option, you will be redirected to login / registration.


Fill in the data and if you wish to send the goods to the filled in address, please uncheck below the DELIVERY TO ADDRESS questionnaire.


At the end of the order, click on CONFIRM ORDER.


In the MY ACCOUNT section it is possible to monitor the status of the order.


If you have any problems with shopping, write us an order by e-mail objednavky@crystalprod.cz or tel. +420 702 061 722 and of course we will process the order.

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