Contact Us by Email
You can submit your claim by emailing
info@berry-home.cz.
Complaint
Last updated: July 14, 2026
If the purchased goods are defective, you have the right to submit a claim in accordance with the applicable laws of the Czech Republic.
We Assess Every Claim Individually
On this page, you will find the recommended procedure, information about
claim assessment and resolution, the documents you may need, and important
details to help us process your claim quickly.
Contents
1. Submitting a Claim
If you discover that the purchased goods are defective, you should submit your claim without undue delay after discovering the defect.
2 Years
Period during which a consumer may claim a defect that becomes apparent
30 Days
Statutory period for resolving a claim, unless a longer period is agreed
Email
Confirmation of receipt and updates on the progress of your claim
A consumer may claim a defect that becomes apparent within two years of receiving the goods. This does not affect any additional rights arising from a guarantee of quality, where such a guarantee has been provided.
What We Recommend Including
- your order number,
- a brief and accurate description of the defect,
- your preferred method of claim resolution,
- your contact details,
- photographs of the defect, where possible.
Photographs Can Speed Up the Process
Where possible, attach photographs of the product, a close-up of the defect, and, where relevant, the shipping packaging. In many cases, these photographs will help us make an initial assessment of your claim more quickly.
Please Do Not Send the Goods Before Contacting Us
We recommend contacting us first. Depending on the nature of the defect,
we will let you know whether the product needs to be sent to us for assessment
or whether the claim can be resolved in another way.
2. How to Submit a Claim
For the fastest possible assessment and resolution of your claim, we recommend following these steps:
Contact Us
Email us at info@berry-home.cz and briefly describe the defect you have discovered.
Include your order number and, where possible, attach photographs of the defective goods. This will help us assess the situation more quickly.
Provide the Claim Details
You may use the Claim Form. Its use is not mandatory, but it will help us identify and process your claim more efficiently.
Pack the Goods Securely
If the product needs to be sent to us for assessment, pack it carefully to prevent any further damage during transport.
We recommend enclosing your order number, a copy of the invoice, or the completed Claim Form.
Send the Parcel
Send the claimed goods to:
BerryHome s.r.o.
Průmyslová 2401/9
466 01 Jablonec nad Nisou
Czech Republic
We do not accept cash-on-delivery parcels.
We Will Confirm Receipt of Your Claim
Once we receive your claim, we will confirm its receipt by email and inform you about the next steps.
Parcel Damaged on Delivery
If the parcel is visibly damaged when delivered, we recommend recording
the damage with the carrier immediately, taking photographs of the parcel,
and contacting us as soon as possible.
3. Claim Assessment and Resolution
We assess every claim individually and always aim to find the quickest and most appropriate solution.
30 Days
Maximum statutory period for resolving a claim
Email
Confirmation of receipt and updates on the progress of your claim
Individual Assessment
Each claim is assessed according to the specific circumstances
We will confirm receipt of your claim and inform you about the method of its resolution by email or another agreed means of communication.
Claim Resolution Period
Claims, including the correction of any defect, will be resolved without
undue delay and no later than 30 days from the date the claim is submitted,
unless we agree with you on a longer period.
Receipt of the Claim
Once we receive your claim, we will confirm its receipt and record the necessary details.
Assessment of the Defect
We will assess the claimed goods and the information provided, taking into account the nature of the defect and the applicable law.
Additional Information, If Required
If we need any additional information or cooperation from you to assess the claim, we will contact you without undue delay.
Information About the Outcome
Once the claim has been resolved, we will inform you of the outcome and provide any further instructions.
4. Claim Costs
If the claim is found to be justified, the consumer is entitled to reimbursement of reasonably incurred costs associated with submitting it, in accordance with the applicable law.
Keep the Proof of Dispatch
We recommend keeping the proof of dispatch for the claimed goods until the claim has been fully resolved.
5. Claim Form
To make submitting your claim easier, we recommend using the Claim Form. Its use is not mandatory, but it can significantly speed up the processing of your request.
Claim Form
To help us process your claim, we recommend using our fillable Claim Form. Its use is not mandatory, but it can make your claim easier to identify and process.
- fillable PDF document,
- can be completed electronically or printed,
- use of the form is not mandatory.
6. Important Information
- We recommend submitting your claim without undue delay after discovering the defect.
- Pack the claimed goods securely to prevent further damage during transport.
- Where possible, attach photographs of the defect. In many cases, they will help us assess your claim more quickly.
- We recommend using a shipping method that includes parcel tracking.
- We do not accept cash-on-delivery parcels.
- Always include your order number to help us identify your claim quickly.
Need Advice Before Sending Your Item?
Contact us by email or phone before sending the product. Depending on the nature of the defect, we will recommend the most appropriate next steps.
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