Complaint

Last updated: July 14, 2026

If the purchased goods show a defect, you have the right to file a complaint in accordance with the applicable legal regulations of the Czech Republic.

On this page, you will find information about the complaint procedure, its resolution, the complaint form, and important information for the quick processing of your request.

Contents

  1. Filing a complaint
  2. How to proceed with a complaint
  3. Complaint resolution
  4. Complaint costs
  5. Complaint form
  6. Important information
  7. You might also be interested in

1. Filing a complaint

If you find that the purchased goods have a defect, you can file a complaint without undue delay after discovering it.

The consumer can report a defect that appears on the goods within two years of their receipt. This does not affect any other rights arising from the quality guarantee, if provided.

Complaints can be filed via email at info@berry-home.cz or in writing to the BerryHome company address.

For faster processing, we recommend using the complaint form. However, its use is not mandatory.

When filing a complaint, we recommend stating the order number, a description of the discovered defect, and the desired method of resolution. If possible, also attach photos of the complained goods, which can help us to provisionally assess the complaint more quickly.

2. How to proceed with a complaint

For the fastest possible resolution of your complaint, we recommend following these steps:

Step 1

Contact us via email at info@berry-home.cz and briefly describe the discovered defect. To expedite the resolution, we recommend attaching photos of the complained goods. In most cases, they help us assess the complaint more quickly.

Step 2

Fill out the complaint form. Its use is not mandatory, but it will help us identify and process the complaint more quickly.

Step 3

If it is necessary to send the goods for assessment, package them securely to prevent further damage during transport. We recommend including the order number or a copy of the invoice.

Step 4

Send the complained goods to the address:

BerryHome s.r.o.
Průmyslová 2401/9
466 01 Jablonec nad Nisou
Czech Republic

We do not accept cash-on-delivery shipments.

Step 5

Upon receipt of the complaint, we will inform you by email about its acceptance and further steps.

3. Complaint resolution

We assess each complaint individually and always strive to find the fastest and most suitable solution.

We will inform you about the acceptance of the complaint and the method of its resolution via email or another agreed method.

The complaint, including the removal of the defect, will be resolved without undue delay, no later than 30 days from the date of its filing, unless we agree with you on a longer period.

If additional information or cooperation from your side is needed for the assessment of the complaint, we will contact you without undue delay.

After the complaint is concluded, we will send you information about the method of its resolution.

4. Complaint costs

If the complaint is recognized as justified, the consumer has the right to reimbursement of reasonably incurred costs associated with its filing in accordance with applicable legal regulations.

We recommend keeping proof of sending the complained goods for possible documentation of incurred costs.

5. Complaint form

To facilitate the resolution of your complaint, we recommend using the complaint form. Its use is not mandatory, but it can significantly speed up the processing of your request.

The complaint form will be available as a fillable PDF document. We are also preparing the option to fill it out directly online.

Download:
Complaint Form – fillable PDF

You can attach the completed form to the complained goods or send it by email to info@berry-home.cz.

6. Important information

  • We recommend filing a complaint without undue delay after discovering the defect.
  • We recommend securely packaging the complained goods to prevent further damage during transport.
  • If possible, attach photos of the complained defect. In most cases, they help us assess the complaint more quickly.
  • We recommend using a shipping method that allows tracking of the shipment.
  • We do not accept cash-on-delivery shipments.
  • If you have any questions, please do not hesitate to contact us. We will be happy to assist you.

You might also be interested in

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