Claims or Exchanges

Complaint Policy and Procedure for Claims or Exchanges

 

How to Proceed with a Complaint or Exchange?

Your satisfaction is our priority. If there is an issue with your purchased product, you can submit a complaint or request an exchange. To ensure the fastest processing, please follow these steps:

 

1. Filling Out the Complaint Form

• Download and complete the Complaint and Exchange Form or fill it out online.

• Provide details about the product defect and specify your preferred resolution (repair, exchange, refund).

 

2. Attaching Documents

• Include a copy of the invoice or another proof of purchase with the product.

• Place all purchase documents and the printed complaint form inside the package.

• If possible, attach photos of the defect for quicker evaluation.

 

3. Sending the Product for a Complaint Claim

• Carefully pack the product to prevent further damage during transport, and ensure that all necessary documents are included.

• Send the package to the following address:

Victoriano Fashion s.r.o.

Jankovcova 1595/14, Praha 7 – Holešovice, ZIP 170 00, Czech Republic

 

4. Complaint Assessment

• Upon receiving the product, we will assess the validity of the complaint and inform you of the next steps within 30 days.

• If the complaint is justified, we will repair, exchange, or refund the product.

 

5. Collection of a Rejected Complaint

• If the complaint is not recognized, you can collect the product in person at our branch within 14 days.

• If you do not collect the product within this period, you may request shipment to your address via cash on delivery for 150 CZK by contacting us via email.

 

Complaint Conditions

• The complaint applies only to defects caused by the manufacturing process or material faults.

• It does not cover normal wear and tear or mechanical damage caused by improper handling.

• The complaint will not be recognized if the product has been altered or modified.

If you have any questions, feel free to contact us at info@victoriano.cz.

Thank you for your trust, and we hope you will be satisfied with our services!

 

 

Complaint and Exchange Form

 

I request a complaint claim/exchange of the purchased product.

(Please select whether this is a product exchange or a complaint claim. Cross out what does not apply.)

 

Sender (Buyer):

• Full Name / Company Name: ……………………………………………..

• Address / Business Address / Headquarters: ……………………………………………..

• Phone: ……………………………………………..

• E-mail: ……………………………………………..

• Order Number: ……………………………………………..

• Date of Purchase Agreement: ……………………………………………..

• Date of Product Receipt: ……………………………………………..

 

Description of Complaint or Reason for Exchange:

 

………………………………………………………………………………

………………………………………………………………………………

 

Bank Account Number for Refund:

 

……………………………………………..

 

By submitting this form, I declare that if my complaint is approved, I request a refund of the financial amount to the specified account.

 

Purchase Agreement No. …………………………………………….. concluded on …………………………………………….. and I request a refund to the above-mentioned bank account.

 

In …………………………………. on …………………………

 

Signature of Buyer (if the form is submitted in printed form)