Complaints / Returns / Exchange

COMPLAINT

All of our products are covered by a statutory warranty period of 24 months from the date of delivery.

The warranty covers manufacturing defects, material defects, and workmanship defects that were present at the time of delivery or become apparent during the warranty period as a result of a manufacturing or material fault.

For a period of 12 months from the date of purchase, we accept claims relating to functional components and construction elements of the product, including zippers, snap fasteners, buckles, straps, seams, and other components, provided that the damage is caused by a manufacturing or material defect.

The warranty does not cover:

normal wear and tear resulting from use of the product,
mechanical damage caused by use, accident or improper handling,
damage caused by failure to follow maintenance instructions,
changes in the appearance of the material consistent with normal use (e.g. change in color saturation in natural materials),
damage caused by excessive stress on the product,
wear or damage to zippers, snaps, buckles, phone adapters, straps and other stressed components after 12 months from purchase.

Products designed for everyday wear naturally undergo changes in appearance and performance over time depending on the frequency and intensity of use. Such changes are considered normal wear and tear and do not constitute a manufacturing defect.

Shipping of goods
We only accept WASHED goods, free from all dirt and hygienically safe. Do not wash accessories in a washing machine, only by hand. If you bring the goods unwashed, we can wash/clean them at our place, the price is 300 CZK + repair.

Please enclose a completed WARRANTY AND POST-WARRANTY FORM with the goods.

You can return the product(s) in person at our Showroom or send it to Pragues Showroom: SEGRASEGRA Františka Křížka 1394/27, Prague 7, 170 00 Czech Republic. The customer pays for the postage themself. In your own interest, we recommend insuring the package in the amount of the price of the items. This service should be offered to you at the post office when sending the package back.

Complaints will be handled without undue delay, no later than 30 days from their application.
The Out-of-warranty repair period is 2–6 weeks depending on the extent of the damage and the current capacity of the production facility.
The out-of-warranty repairs info and price list here.

We will inform you by e-mail about the recognition of the complaint or acceptance of the post-warranty repair.
More info: +420 605 969 151, info@segrasegra.cz

RETURNS

Does the ordered product not fit you? You can return goods ordered from the e-shop within 14 days.
Goods paid for in Segrasegra store at Letna are not refundable, but can be exchanged for other goods or gift vouchers within 14 days. Returns also do not apply to goods made to order for the customer.

Return procedure
It is best to put unused goods in the original box together with the invoice. Attach a copy of the invoice and the completed return form to the goods, which can be downloaded here: EXCHANGE OR RETURN FORM

How to return?
You can return the product(s) in person at our Showroom or send it to Pragues Showroom: SEGRASEGRA Františka Křížka 1394/27, Prague 7, 170 00 Czech Republic. The customer pays for the postage themself. In your own interest, we recommend insuring the package in the amount of the price of the items. This service should be offered to you at the post office when sending the package back.

EXCHANGE

The size doesn't fit you? No problem, you can exchange the item.

Place a new order so that you don't miss out on the right size.
In the order notes, write the original order number and the item number that it is an Exchange.
Do not pay for the item, we will correct the invoice, you will only pay for the new shipping.
As soon as your return arrives in our warehouse, we will let you know by email and then send you a new order.

Replacement procedure
It is best to put unused goods in the original box together with the invoice. Attach a copy of the invoice and the completed exchange form to the goods, which can be downloaded here: EXCHANGE OR RETURN FORM

Terms of return
The goods must be returned within 14 days of receipt. The goods must be unworn and capable of resale. The goods must not be damaged or devalued in any way by you. See Terms and Conditions for more information.

More info: +420 605 969 151, info@segrasegra.cz