RETURNS / CLAIMS PROCEDURE

If you want to return or complain about the purchased goods for any reason, we have instructions prepared for you on how to proceed in such a situation.

Returns

How do I exercise my right to return the goods as a customer (consumer)?

As a customer (consumer) you are entitled to withdraw from the contract without giving any reason within 14 days from the date you received the goods. In case you decide to return the purchased goods, you must first inform us about the withdrawal from the contract within the mentioned 14-day period in one of the following ways:

• by e-mail to info@citroen-shop.eu
• send in writing to the address: Auto Veleslavín Car, s.r.o. - Veleslavínská 457/17b, 162 00 Prague 6, Czech Republic

A withdrawal form can be downloaded HERE.

Subsequently, you need to deliver or send the goods back at your expense to the address of the company Auto Veleslavín Car, s.r.o., - Veleslavínská 457/17b, 162 00 Prague 6, Czech Republic, no later than 14 days from the date of withdrawal from the contract.

Terms of return:

• The goods must be clean, undamaged, without any signs of use, and capable of resale.
• The goods must be in the original condition, including the original packaging and accessories. The original packaging must not be damaged.
• The goods must be returned within 14 days of withdrawal from the contract.
• The transport of goods from the customer is always paid by the customer. Do not send the shipment by cash on delivery. Returned goods, which are sent by cash on delivery, will not be accepted! (In your own interest, we recommend shipping with tracking and insurance.)

Return procedure:

1. Put the unused goods in the original packaging in which you received the goods. Send a copy of the invoice and the filled withdrawal form together with the returned goods.
2. We refund the money using the same payment method as you had chosen to pay. If the goods have been paid by cash on delivery, please, state your bank account number.
3. Pack the box so that it cannot be damaged during transport.
4. Deliver or send the packaged goods to the address:

Auto Veleslavín Car, s.r.o.
Citroen-Shop.eu department
Veleslavínská 457/17b
162 00 Prague 6
Czech Republic

When will my money be refunded?

After you meet all the conditions above and we receive your shipment, we will refund your money for the goods by transferring it to your bank account or credit card, no later than 14 working days after the physical receipt of the goods at the address of the company Auto Veleslavín Car, s.r.o.

If you return the entire order, we will also send you the amount for the shipping costs.

Exchange

We do not provide an exchange of goods. If you need to exchange your goods, you need to return the purchased goods first and we will refund your money. You can then create a new order.

Claims

How do I exercise my right to claim the goods?

The warranty period for goods is set by law for 24 months. If a defect occurs on the purchased goods, you as a customer have the right to complain about this defect. The customer is obligated to file a complaint immediately after discovering the defect. Complaints do not apply to defects that have occurred due to improper wear of the goods, improper usage, improper maintenance, or damage caused by the user or a third party.

In case you find that your received items do not correspond with the ordered goods (e.g. the number of received items/products is different from the number of ordered items/products and the invoice) or if the items show a defect, you must first inform us in one of the following ways:

• by e-mail to info@citroen-shop.eu
• by a phone number +420 777 777 801 / +420 608 406 607

and we will agree on the next step.

In case you want to complain about a functional defect of the product during the warranty period, deliver or send the goods with the filled complaint form back to the address of the company Auto Veleslavín Car, s.r.o., - Veleslavínská 457 / 17b, 162 00 Prague 6, Czech Republic.

A complaint form can be downloaded HERE.

Claim procedure:

1. The claimed goods must be clean from all impurities.
2. Pack the complete claimed goods, including accessories, properly so that it cannot be damaged during transport. Attach a copy of the invoice and the filled complaint form, in which you need to state your bank account number.
3. Deliver or send the packaged goods to the address:

Auto Veleslavín Car, s.r.o.
Citroen-Shop.eu department
Veleslavínská 457/17b
162 00 Prague 6
Czech Republic

Do not send the shipment by cash on delivery. Claimed goods, which are sent by cash on delivery, will not be accepted! (In your own interest, we recommend shipping with tracking and insurance.)

The complaint will be processed no later than 30 days from the date of the lodgement (can be a longer period after agreement). We will inform you about all statements of your complaint via e-mail or phone.