Complaints and Returns
Complaint or return?
Click the appropriate option and we will guide you through the process step by step.
Our products are carefully tested to ensure they are fully functional, but exceptions may occur. If the product is not working properly or is damaged, send it back to us and our team will take care of assessing and processing your complaint.
Choose your preferred complaint submission method:
Ideal for 1 product, faster processing, online tracking, and an eco-friendly solution.
Please follow the steps below:
- Create a complaint online in your account.
- Prepare the product for shipment. Please include the following in the package:
- The complaint number, which will appear in the header after submission, for example: Complaint No. #2400067.
- Without the complaint number, we will not be able to identify the package or process the complaint.
- Warranty card – If you are filing a complaint for a refurbished device, the warranty card is mandatory. Without it, the complaint will not be accepted.
- The product in its original packaging. Do not send mechanically damaged items, as such damage is not covered by the warranty.
- The complaint number, which will appear in the header after submission, for example: Complaint No. #2400067.
3. Send the product using one of the following options:
1. To our address
iFix s.r.o.
Námestie hraničiarov 6/A
851 03 Bratislava
Slovak republic
2. Alternatively, you can use Packeta, depending on the country you are sending the package from. See the table below.
If you are sending a package via Packeta, please pack the goods carefully and clearly write our return code (legibly and visibly) "Return code - 93133285" on the package. Please make sure to use the return code corresponding to the country from which you are sending the package. This will ensure that the package is correctly delivered to our claims department.
Important information
- If the product contains protective stickers, do not remove them.
- When submitting the package, ask the carrier for a tracking number or a shipping confirmation. In case the package is lost, we will be able to assist you more effectively.
- We will notify you of the current status of your complaint via email notification.
Complaint processing time
- Legally required deadline: 30 days
- Our average processing time: 5 to 10 business days
- If the product is in stock, we will process the complaint faster.
Suitable for multiple products at once, processed using paper forms.
Please follow the steps below:
1. Download and complete the Complaint form
2. Prepare the shipment
Please include the following in the package:
- The completed Complaint form – Without the form, we will not be able to identify the package or process the complaint. Provide all relevant information, such as the order number, the item being complained about, the reason for the complaint, and the desired resolution.
- Warranty card – If you are filing a complaint for a refurbished device, the warranty card is mandatory. Without it, the complaint will not be accepted.
- The product in its original packaging. Do not send mechanically damaged items, as such damage is not covered by the warranty.
3. Send the product using one of the following options:
1. To our address
iFix s.r.o.
Námestie hraničiarov 6/A
851 03 Bratislava
Slovak republic
2. Alternatively, you can use Packeta, depending on the country you are sending the package from. See the table below.
If you are sending a package via Packeta, please pack the goods carefully and write our return code (legibly and visibly) "Return code - 93133285" on the package. Please note that it is necessary to use the code corresponding to the country from which you are sending the package. You can find the return code in the table below. This will ensure that the package arrives safely at our claims department.
Important information
- If the product contains protective stickers, do not remove them.
- When submitting the package, ask the carrier for a tracking number or a shipping confirmation. In case the package is lost, we will be able to assist you more effectively.
- We will notify you of the current status of your complaint via email notification.
Complaint processing time
- Legally required deadline: 30 days
- Our average processing time: 5 to 10 business days
- If the product is in stock, we will process the complaint faster.
We understand that mistakes can happen and that goods may occasionally be damaged during transport. In this case, please remain calm and contact us immediately by email within 12 hours of receiving the shipment at info@fixshop.eu
Please send us:
- A photo of the delivery note so that we can trace your order in the system by the variable symbol number.
- A detailed photo of the damaged delivered item.
- The photo must also include our label attached to the product packaging, which helps us identify the damaged item more quickly.
- A complete photo of the packaging material. We will need:
- A photo of the box from all sides. If the box contains dents or other visual damage, please send a photo of that location.
- If the shipment was wrapped in bubble wrap, please send a photo of the bubble wrap in its rolled-up state.
Be sure not to send photos that are out of focus or taken in poor lighting conditions, or that have parts of the photo cut off or cropped.
The photo must show the entire damaged item and not just the damaged part.
Based on your photos, we will forward the case to the carrier, who will handle the claim. If you are unable to provide photographic or video evidence, we may not have sufficient information to resolve the situation.
We will then wait for the carrier's response and contact you once we receive it.
Upon receipt of an order from a courier, each parcel must be visually inspected while it is still being received. In case of damage to the parcel, ask the courier to prepare a damage report directly. Otherwise, neither the carriers nor we are liable for any subsequent claims.
If you do not report the damage to us without delay, any subsequent return or complaint may be limited. Therefore, please report anything if you have even the slightest suspicion.
If the purchased item does not meet your expectations for any reason, you can return it within 14 days of receiving the shipment.
Please follow the steps below:
- Download and complete the
Withdrawal from the contract
- This document is required to identify the shipment and process the return.
- Please provide all relevant information:
- Order number
- Item you are returning
- Reason for returning the product – please provide this information to help us improve our services.
- Bank account number for the refund
- Prepare the product for shipment
- Return the product in its original and undamaged packaging.
- If it contains protective stickers, do not remove them.
- For used items, such as a display, clean off any adhesive residue.
Do you not have the option to print the document? Write the order number or variable symbol clearly on a piece of paper and include it in the package.
4. Send the product using one of the following options:
1. To our address
iFix s.r.o.
Námestie hraničiarov 6/A
851 03 Bratislava
Slovak republic
2. Free of charge via the DPD portal
Visit the DPD portal, where you can easily return any shipment you have received from us.
Instructions: How to file a complaint/return goods online via DPD
3. Alternatively, you can use Packeta, depending on the country you are sending the package from. See the table below.
If you are sending a package via Packeta, please pack the goods carefully and write our return code (legibly and visibly) "Return code - 93133285" on the package. Please note that it is necessary to use the code corresponding to the country from which you are sending the package. You can find the return code in the table below. This will ensure that the package arrives safely at our claims department.
Important information
- If the product contains protective stickers, do not remove them.
- When submitting the package, ask the carrier for a tracking number or a shipping confirmation. In case the package is lost, we will be able to assist you more effectively.
- We will notify you of the current status of your withdrawal from the contract via email notification.
Use Packeta only if your country supports the services of this carrier
|
Latvia |
Omniva LV (sorting center) – Packeta International |
|
Lithuania |
OMNIVA LT (sorting center) – Packeta International |
|
Estonia |
OMNIVA EE (sorting center) – Packeta International |
|
Spain |
Packeta International – Correos Express |
|
Portugal |
Packeta International – Correos Express |
|
Belgium |
Expandeco – Packeta |
Frequently Asked Questions
Yes, you can cancel your complaint within 24 hours of submitting it in our system.
Online complaints are beneficial because:
- You will get your complaint processed faster without unnecessary waiting.
- Shipping is free via Packeta when using the return code.
- All complaints are clearly stored, so you always have access to them.
- You can always access the credit note from the complaint or the complaint protocol.
- It is an eco-friendly solution that reduces paperwork and helps protect the environment.
Did we not answer your questions? Contact us
via Chat (chat icon in the bottom right) or Email - claim@fixshop.eu
Complaints Policy
Responsibility for Defects, Consumer Warranty, and Claims Arising from Defects (Complaints Policy)
I. Introductory provisions
Seller:
iFix s.r.o.,
- Company ID: 47019948
- Tax ID: 2023719379
- VAT ID: SK2023719379
- Phone: +43 720 880806 (AT number)
- E-mail: info@fixshop.eu
Buyer: A person meeting the definition of a consumer under the relevant legal regulations, in relation to the purchase and sale of goods offered by the seller.
SOI Inspectorate for the Bratislava region
Odbor výkonu dohľadu
Bajkalská 21/A
P. O. BOX 29
827 99 Bratislava
Contact information:
E-mail: ba@soi.sktak to s
Phone: 02/58 27 21 72, 02/58 27 21 04
Fax number: 02/58 27 21 70
www.soi.sk
SOI - Submitting complaints, complaints, proposals and requests
II. Responsibility for defects and resolution procedure
1. If the seller is responsible for a defect in the goods, the buyer has the right to request the removal of the defect through repair or replacement, a reasonable discount on the purchase price, or to withdraw from the purchase agreement.
2. The buyer's choice and enforcement of claims are governed by the relevant legal regulations.
3. The seller has informed the buyer of their rights arising from defects in the goods under the applicable legal regulations and the concluded contract by making the General Terms and Conditions (hereinafter referred to as GTC) available on the relevant subpage of the seller's e-commerce website.
4. The seller is responsible for defects in the goods in accordance with the applicable regulations of the Slovak Republic, and the buyer is obliged to claim defects in the goods from the seller or a designated person. The seller is liable for any defect that the sold goods have at the time of delivery and that manifests itself within two years of the delivery of the goods. If the subject of the purchase is goods with digital elements, where digital content is to be supplied or a digital service is to be provided continuously for an agreed period, the seller is liable for any defect in the digital content or digital service that occurs or manifests itself during the entire agreed period, but for no less than two years from the delivery of the goods with digital elements. For refurbished goods (refurbished goods are used goods that have subsequently undergone inspection by our experts and are marked as such) and used goods (used goods refer to goods marked as such, which are used or repaired and free of defects, and where the completeness of the packaging does not hinder full use of the product), the parties agree on a liability period for defects of 12 months from the date of delivery of the goods.
5. If the goods have defects, the buyer has the right to exercise related claims by reporting the defect at any of the seller's business premises, through another person designated by the seller and communicated to the buyer before concluding the contract, or via remote communication means at the seller's registered office or place of business, or at another address provided by the seller at the time of contract conclusion or thereafter. The defective goods must also be provided when reporting the defect unless agreed otherwise. The seller recommends insuring the goods when sending them. The seller does not accept cash-on-delivery shipments. The buyer is obliged to truthfully provide all required information, particularly accurately specifying the type and extent of the defect in the goods, and to indicate which of their rights they are asserting.
6. The process of handling a claim for defects in goods that can be delivered to the seller begins on the day when all of the following conditions are met:
6.1. receipt of the defect notification,
6.2. receipt of the goods from the buyer by the seller or a designated person,
6.3. receipt of access codes, passwords, etc., to the goods by the seller, if such information is necessary for the proper processing of the claim.
7. If the subject of the claim involves goods that cannot objectively be delivered to the seller or that are permanently installed, the buyer, in addition to fulfilling the conditions specified in points 6.1 and 6.3, is required to provide all necessary cooperation for the inspection of the goods by the seller or a third party designated by the seller. The process for handling a claim regarding goods that cannot objectively be delivered to the seller or that are permanently installed begins on the day the inspection of the goods is carried out as stated in the first sentence. However, if the seller or the designated third party fails to conduct the inspection within a reasonable period, but no later than 10 days from the receipt of the defect notification by the seller, despite the buyer providing the necessary cooperation, the process begins on the day the defect notification is received.
8. The seller or the designated person shall issue the buyer a confirmation of the reported defect in accordance with the applicable legal regulations.
9. Liability for defects does not apply to defects about which the buyer was informed by the seller at the time of concluding the contract or which, considering the circumstances under which the purchase contract was concluded, the buyer should have been aware of.
10. The seller is not liable for defects in the goods:
10.1. if the buyer did not exercise their right regarding the seller's liability for a defect in the goods within the statutory time limits,
10.2. if the defect in the goods is due to mechanical damage caused by the buyer,
10.3. if the defect in the goods involves reduced battery capacity,
10.4. if the defect in the goods arose from use in conditions that do not correspond, in terms of intensity, humidity, chemical, or mechanical influences, to the natural environment of the goods,
10.5. if the defect in the goods arose from improper handling, operation, or neglect of care for the goods,
10.6. if the defect in the goods arose from damage caused by excessive loading or use contrary to the conditions specified in the documentation or the general principles of customary use of the goods,
10.7. if the defect in the goods arose from damage caused by unavoidable and/or unforeseeable events,
10.8. if the defect in the goods arose from damage due to accidental damage or accidental deterioration,
10.9. if the defect in the goods arose from improper intervention, water damage, fire, static or atmospheric electricity, or other acts of force majeure,
10.10. if the defect in the goods arose from interference by an unauthorized person,
10.11. if the shipment is incomplete or in the case of an apparent defect that the buyer could have identified by inspecting the shipment upon delivery and failed to report in accordance with these Terms and Conditions and notify the seller without undue delay,
10.12 if the defect manifests as horizontal and/or vertical lines on the display/screen, which are the result of mechanical damage.
11. The parties have agreed on a consumer warranty period of 24 months from the date of delivery of the goods unless a different period is specified for particular cases. For refurbished and used goods, the parties have agreed on a consumer warranty period of 12 months from the date of delivery of the goods.
In the event of an exchange of goods for new ones, the buyer will receive a document indicating the exchange, and any further claims for defects in the goods will be based on the purchase contract and this document. In the case of an exchange for new goods, the consumer warranty will restart from the date of receipt of the new goods, but only for the new goods.
Claims under the consumer warranty cannot be made if the buyer does not possess a warranty certificate, proof of payment, or another document proving the purchase of the goods from the seller.
12. The resolution of a claim for defects in the goods applies only to defects specified in the defect notification.
13. For the purposes of this article
- A repeatedly occurring removable defect is considered to be the occurrence of the same removable defect more than twice.
- A significant number of different removable defects is considered to be the occurrence of more than three different removable defects simultaneously.
14. Regardless of the outcome of the claim, any repeated claim for the same individual defect (not merely a defect of the same type) will be rejected.
15. In the case of replacement parts for Apple iPhones (battery, display, camera, depending on the iPhone model), a notification may appear stating: "Unable to verify that this iPhone has a genuine Apple part (battery, display, camera, depending on the iPhone model)."
These notifications do not affect the device's performance and will disappear from the lock screen after 4 days, remaining visible only in the Settings menu. The appearance of this notification does not affect the device's performance.
16. If the buyer is dissatisfied with the manner in which the seller has handled a claim for a defect in the goods or believes that the seller has violated their rights, the buyer may request a remedy from the seller. If the seller denies the request for a remedy or does not respond within 30 days of its submission, the buyer has the right to submit a proposal for alternative dispute resolution under Section 12 of Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments and Supplements to Certain Acts.
The relevant authority for alternative resolution of consumer disputes with the seller is the Slovak Trade Inspection (also the supervisory authority authorized to receive complaints in case of violation of consumer rights or interests), Bajkalská 21/A, P.O. Box No. 29, 827 99 Bratislava, www.soi.sk, or another competent authorized legal entity listed in the register of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available at www.mhsr.sk). The buyer has the right to choose which of the mentioned entities for alternative dispute resolution they will contact.
The buyer can also use the online dispute resolution platform available at ec.europa.eu/consumers/odr/ to submit a proposal for the alternative resolution of their dispute.
Last updated: September 29, 2026.
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