returns and refunds


The rights and duties of the parties regarding faulty performance will be governed by applicable generally binding regulations (primarily the provisions of sections 1914 to 1925, sections 2099 to 2117, and sections 2161 to 2174 of Act No. 89/2012 Coll., the Civil Code). The seller is liable to the customer – consumer for assuring that the goods will not be defective.

Address for returning packages: Arlego Fulfillment s.r.o., Žlutická 9, 323 00 Plzeň


The warranty period

  • The warranty period for the goods delivered by the seller to the customer who is a consumer is 24 months, unless a shorter period is determined by law. The warranty period does not have to be given to a customer who is an entrepreneur.
  • The warranty period will commence on the day that the goods are handed over to the customer, if the goods under the contract were shipped, the warranty period will commence upon delivery to the place of destination. If, in the case of a buying consumer, the bought goods are to be started up by another entrepreneur than the seller, the warranty period will only commence on the day that the goods are started up, provided that the buying consumer ordered the goods start-up within three weeks of the takeover and rendered necessary assistance for providing the service (note: it does not apply to buying entrepreneurs).
  • The warranty period will be extended by a period during which the goods were repaired under the warranty. If the goods or their part are replaced, a new full warranty period will be given for the goods or their part. .
  • The warranty will not apply to wear resulting from regular use of the goods. .
  • In the case of a buying consumer, a complaint must be handled without undue delay, no later than within 30 days from the day it was filed, unless the parties agree a longer period. After expiry of that period, and if the complaint is not resolved, it is understood that the defects are irreparable. .
  • The customer will not have the right under the warranty if a defect was caused by an external event after the liability for damage to the goods passed to the customer.
  • The period for handling complaints will be suspended if the Seller did not receive all parts of the goods, basic data, etc, as required for handling a complaint. The Seller must ask the customer to provide all basic data as soon as possible. The period will be suspended till the customer delivers the requested basic data.
  • Till the customer exercises the right to a discount from the purchase price, or withdraws from the contract, the Seller may deliver missing items or remove a legal defect. Other defects may be removed by the Seller, at his discretion, either by repair of the goods, or by delivery of new goods; the selected option must not lead to unreasonable costs of the customer. If the seller does not remove a defect of the goods in due time, or rejects to remove a defect, the customer may request a discount from the purchase price, and/or may withdraw from the contract. If the customer chooses an option, he cannot change it without the seller’s approval. Till a defect is removed, the customer does not have to pay the part of the purchase price corresponding accordingly to his right to a discount. .
  • After new goods are delivered, the customer will return the originally delivered goods to the Seller. If the customer exercises his right resulting from defective performance, the Seller will confirm to the customer in writing when the customer exercised the right, and if the goods are repaired, the repair and its duration will be confirmed as well.
  • Complaints of customers who are entrepreneurs will be handled according to the Civil Code, or the relevant contract. 



  • By sending an order, the customer expresses his agreement with the warranty conditions.
  • The Customer is obligated to inspect the goods immediately after delivery and to inform the Seller about discovered defects in a timely manner.
  • If the customer establishes any inconsistencies with the data stated in the purchase contract, delivery note and actually delivered goods, for example regarding the type or quantity, and/or if the customer does not receive a properly completed delivery note with delivery of the goods, the customer will inform the seller in writing without undue delay, but no later than within three days (the customer should also proceed in the same manner if he establishes other reasons due to which the goods are inconsistent with the purchase contract, in accordance with the provision of section 2161 of the Civil Code).
  • The incorrect or defective order will be shipped back to the seller or to the authorized service center specified in the warranty card at the customer’s expense.
  • The customer will describe the nature of the defect as clearly as possibly, as well as the symptoms of the defect and attach the invoice or other accounting receipt or documents, as well as other contact details, i.e. the phone number and e-mail address.


Cessation of the right to file a complaint

  • The right of the Customer to file a complaint will cease to exist if:
  • Protective seals or stickers (if any) have been tampered with or are damaged due to unprofessional installation.
  • Use or handling methods or procedures that are against the instructions contained in the relevant user’s manual.
  • If the goods were used under conditions that do not comply with conditions specified in the relevant documentation or the user’s manual or are against common or regular methods of use.
  • If the goods were damaged by excessive use or overload and which are again in contradiction to the user’s manual – if a manual was supplied with the ordered goods.
  • The customer will not also have the right resulting from defective performance if he was aware that the goods are defective before taking them over, and/or if the defect was caused by the customer.
  • If a complaint is not justified, it will be refused, the goods will be returned to the customer at his expense, or the goods will be repaired, after previous agreement with the customer, at the customer’s expense, which the customer agrees to pay.