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Complaints Procedure

The customer has the opportunity to use the period to exercise the right from liability for defects of the sold item, within 24 months from the take over of the goods.

How to proceed with a complaint

  1. The person who ordered the goods complains. In the sent complaint, tell us your phone number or email for quick connection in case of any discrepancy.
  2. Send the goods with an accompanying complaint letter, including a precise description of the defect. Mark the desired method of handling the complaint (exchange of goods, refund).
  3. If you want to exchange a damaged item from a set (i.e. several pieces in a package), send only the damaged part, not the whole set. This also applies if the product consists of several parts and only one part is damaged.
  4. It is best to send the goods in the original packaging. Wrap already used goods or part of the set appropriately.
  5. Send the package as ordinary or registered mail. Keep the delivery note from the shipment as proof of shipment. Do not send parcels cash on delivery, we do not accept parcels sent in this way.

Address for sending complaints:

Polychroma s.r.o.
Czech of the army 808/43b
794 01 Krnov

Complaint processing

We handle complaints in the shortest possible time, but the longest is within the statutory thirty-day period. This period begins on the day the shipment is delivered. For goods claimed in stores, the period begins to run on the day the goods are handed over for the claim.


In the case of a recognized complaint with a request for an exchange of goods, we will send the shipment to you at our expense. If you wish to return the money, we will do so by bank transfer.