Complaints

Do you wish to file a complaint about an ordered item? Print out our simple complaint form, attach a copy of the tax document – the invoice – and send it along with the item to the following address:

Urbanlux (Buzz, s.r.o.)
Ringhofferova 115/1
155 21, Prague 5
Czech Republic

The warranty period is legally set at 24 months, and the tax document – the invoice – serves as the warranty card for our goods. Complaints do not apply to defects caused by normal wear and tear, improper use, unpacked toothbrushes, and underwear.

The customer is obliged to report a complaint immediately after the defect occurs. The claimed goods must be delivered with a completed complaint form containing a description of the defects; otherwise, the complaint will be considered invalid. We will process the complaint in accordance with the guidelines specified by the manufacturer of the goods. The maximum period for handling a complaint is 14 days according to legal regulations, but we strive to process it as quickly as possible.

The claimed goods must be sent properly packaged so that they are not damaged during transport.

Download:
Complaint Form
Warranty card with shoe usage and care instructions

If you have any questions, we are at your disposal every working day from 9:00 AM to 5:00 PM at the email address: info@urbanlux.pl.