Claims: Customer Information
We are truly sorry that your items have stopped bringing you joy. Our goal is to ensure your satisfaction so that you can get back to enjoying your new equipment as soon as possible. Since not every claim is legally justified, we must review each case before agreeing on a final solution with you.
For this reason, we require all the information requested in our claim form.
How to Make a Claim
Mark the package with the word RECLAMATION (or CLAIM) and send it to the following address:
Firelovers s.r.o. Chlumova 206/21 130 00 Prague 3 Czech Republic Tel.: +420 724 896 433 Email: shop@firelovers.com
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Accessories: We recommend sending the complete product, including accessories and packaging (though this is not a legal requirement). However, if the original model is no longer available and we provide a replacement, we might only be able to replace the parts we received.
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Packaging: The item does not need to be in its original packaging.
Processing Times
We process claims as quickly as possible. However, we sometimes have to send goods abroad and wait for the manufacturer's assessment. We guarantee to resolve all claims within 33 days of delivery. If we fail to meet this deadline, we will provide a full refund, including the original shipping costs paid at the time of purchase.
Specific Product Categories
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Electronics: Please ensure you test the product with new, correct, and properly inserted batteries. Up to 20% of electronics claims sent to us are unnecessary due to simple battery issues.
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Fire Equipment: Most damage is caused by improper handling. Please read the instructions carefully. We will honor claims for fire equipment even after it has been lit multiple times, provided the claim is justified and the equipment was used according to the manual.
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Items under 350 CZK: Send us a photo of the damaged item via email first. It is possible we may decide that you do not need to ship the item back, and we may approve the claim based solely on the provided photograph.