Company IQ Tools s.r.o.with its registered office at Bílá 98, 739 15 Bílá, Company ID: 2304029, VAT ID: CZ2304029 (hereinafter referred to as the “Seller”), provides its customers with the right to claim defective goods and the option to return goods in accordance with applicable legislation.

1. Return of Goods

If you wish to return goods, please follow these steps:

• Contact us by email at info@mysaracen.com nebo telefonicky na čísle +420 606 616 060.
• You may return the goods within 14 days of receipt without giving any reason.
• Returned goods must be unused, undamaged, and in their original packaging.
• The shipment must include a copy of the invoice and a completed withdrawal form. (the withdrawal form, if provided).
• The cost of returning the goods is borne by the customer, unless otherwise agreed.

2. Claims regarding Goods

If the goods are defective, you may submit a complaint by following this procedure:

• Contact us by email at info@mysaracen.com nebo telefonicky na čísle +420 606 616 060.
• In your email, provide a description of the defect, the order number, and attach a photo of the defective product (if possible).
• Send the goods to the following address: Bílá 98, 739 15 Bílá.
• The returned goods must be clean, complete, and properly packaged to prevent further damage during transport.
• The seller will assess the complaint no later than 30 days from the receipt of the returned goods.

3. Complaints and Warranty

• All goods are covered by a statutory 24-month warranty, unless otherwise stated.
• The warranty does not cover wear and tear from normal use or defects resulting from improper use or mishandling.

4. How are complaints handled?

• Upon receipt of the goods, we will inform you that your complaint has been received.
• We will resolve the complaint no later than 30 days from its receipt.
• In the case of a justified complaint, we will offer you a replacement, repair, or a refund.

5. Contact

If you have any questions regarding returns or complaints, do not hesitate to contact us:

• E-mail: info@mysaracen.com
• Phone number: +420 606 616 060
• Address: Bílá 98, 739 15 Bílá, Czech republic

These conditions are valid from December 11, 2024