Returns & Claims

In order to make life easier for our customers, we have created a short form. You can use it to solve the scenarios below. Please fill in the required information carefully.

• returns of goods within 14 days
• claims for defective goods under warranty
• missing goods in the shipment just received
• damaged package upon receipt

Do you return or claim goods? After submitting the form, you will see the code of your case. Please use this code to mark the returning shipment/goods. Always also include the phone number on the shipment: +420 602 648 448

Address for returning goods:

• Company: HOTchilli s.r.o.
• Street: Cestlice 271
• Postcode: 25101
• City: Cestlice
• Country: Czech Republic

Order number Please do not fill in:

E-mail

Please tell us how we can help you: Returning items [within 14 days of receipt of goods] Defective product [warranty claim]

Information useful to speed up the process

IBAN (bank account number)

Mobile phone:

Where could we deliver the new item? (In case you wanted to send a new item)

Tracking number of the return shipment (In case you are returning the goods to our address below)

Tell us what happened (e.g. code/name of the item and description of the defect)

Zpráva -

Please note that the returned goods must always be sent to this address:
HOTchilli s.r.o.
Cestlice 271
25101 Cestlice
Czech Republic

TIP: NEW CLAIM FORM FOR SOLVING WARRANTY CLAIMS AND RETURNING OF GOODS

 

 

⇒ Parcel is damaged or some items are missing

In case the parcel is damaged or some items are missing, please contact us immediately or within 2 working days after the parcel delivery at the latest. Otherwise, we cannot guarantee your losses will be covered. Whatever the damage of the parcel is, it will be necessary to fill in the DPD Damage Report. We will help you with that. The carrier company requires the following photos to be documented within 2 working days of receiving the shipment:

1. a photo of the overall shipping package so that the entire cardboard box can be seen from the outside, including its sides
2. a photo of the label with the package number
3. a legible photo of the composition of the goods inside the package, including all used fillings - to show them how the goods were stored in the shipment.

Alternatively, do not hesitate to contact us by email info@led-grower.eu . We will get into the problem and solve it for you.

 

⇒ Your right to cancel 

LED Grower allows you 14 working days to return a product that you are not satisfied with. Your right of retraction starts from the moment your order is delivered. You can return the product within this time period, at your own expense, following communication via email or phone. We advise that you send us the merchandise by registered post and that you purchase insurance with the carrier for the value of the merchandise. This is notably necessary should they lose or damage the goods. Shipping fees and any other costs such as custom or tax, etc..remain the customer’s responsibility.

However, this cancellation right does not apply in the case of:

• goods in a sealed package which the consumer has removed
• goods without STATUS " IN STOCK" (only products " IN STOCK "  can be returned without any additional costs since rest of the products we order upon your request )
• any products made to your specification or which are personalized
• any Products which become mixed inseparably with other items after their delivery
• any products where an individual discount was granted
• products that are liable to deteriorate or expire rapidly

End of the cancellation period

The end date is the end of 14 days after the day on which you receive the Product if your Contract is for a single Product (which is not delivered in installments on separate days).

The end date is 14 days after the day on which you receive the last installment of the Product or the last of the separate Products ordered.

The end date is 14 days after the day on which you receive the first delivery of the Products if Your Contract is for the regular delivery of a Product over a set period.

To cancel a contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the Cancellation form on our website and connect it to the shipment.

Always send the goods to address of our warehouse: 

Recipient:                  HOTchilli s.r.o.

Address:                    street name: Čestlice 271, postcode: 25101, city: Čestlice, country: Czech republic 

Email:                        info@led-grower.eu 

Telephone Number: +420 602 648 448

If you cancel your contract we will:

• refund you the price you paid for the products. 

However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.

• refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).
• make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

 

1. if you have received the product and we have not offered to collect it from you: 14 days days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. 
2. if you have not received the product or you have received it and we have offered to collect it from you: 14 days days after you inform us of your decision to cancel the contract.
3. If you have returned the products to us under this clause 2 because they are faulty or mis-described, we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

 

If a product has been delivered to you before you decide to cancel your contract then:

• you must return it to us without undue delay and in any event not later than 14 days days after the day on which you let us know that you wish to cancel the Contract. 
• you should send it back to the address set out in our Contact details section.

Unless the product is faulty or not as described, you will be responsible for the cost of returning the Products to us. If the product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the product from you, we will charge you the direct cost to us of collection.

 

⇒ Damaged or defective goods

1. You should inspect the goods when you receive them for defects or damage. There is obligation to inform delivery company maximum 2 working days from recieveing the order about the damage during the transport. All claims after this period are automaticaly refused by DPD/PPL/DHL.
2. As a consumer you have certain legal rights in relation to the quality of the products that we supply and we have a legal duty to supply products that are in accordance with our contract with you.  These rights are not affected by the cancellation rights set out above.  For details of those legal rights, please contact your local consumer protection agency or regulator.

For complaint goods, you just need to let us know that you have decided to send the goods back to us. The easiest way to do this is to fill the Complaint form on our website and connect it to the shipment.

Always send the goods to address of our warehouse: 

Recipient:                 HOTchilli s.r.o.

Address:                   Čestlice 271, 25101, Čestlice, Czech republic 

Email:                       info@led-grower.eu 

Telephone Number: +420 602 648 448

 

⇒ General information about the return of goods

1. Please send all returns to us at the address set out in the Contact details section with a covering letter, stating your order reference number, together with a copy of the original delivery note.
2. Whenever you return goods to us, please try as far as possible to take care when opening the packaging. If you are able to return them in their original packaging, this may save you having to buy alternative packaging in which to return the goods.
3. Until goods are returned to/collected by us, you have a legal obligation to retain possession of the goods and to take reasonable care of them while they are in your possession. We recommend that you return goods by recorded delivery and we advise you to ensure the goods are adequately insured during the return journey.