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Complaints and returns

We check every piece before we pack it. If something is still not right, write to us – we deal with it quickly and without unnecessary formalities.

How to make a complaint

  1. E-mail [email protected] with your order number and a description of the defect, and attach a photo.
  2. We can resolve most cases from the photo alone. If we need to see the product, we will arrange for it to be sent to us; we will reimburse the cost of sending goods that are the subject of a justified complaint.
  3. We will confirm receipt of your complaint by e-mail, stating the date it was made and how it will be handled.

Time limits and your rights

  • As a consumer, you can claim a defect within 24 months of receiving the goods. If a defect appears within the first year, it is presumed to have existed at the time of receipt.
  • We will handle your complaint without undue delay and no later than 30 days after it was made, unless we agree on a longer period.
  • You can ask for the defect to be remedied – for a personalised product this usually means a reprint – or for a reasonable discount. If a remedy is not possible, or we fail to provide it within a reasonable time, you can withdraw from the contract and we will refund your money.
  • Please report any transport damage as soon as possible, ideally within 3 days, and if possible have it recorded with the carrier.

What is not a defect

The visible layered surface structure typical of 3D printing, minor dimensional deviations within usual tolerances, and a slight difference in colour compared with the preview on your screen. A product is also not defective if it contains an error in a text or file that you entered and approved – but even in that case, please get in touch; we will be glad to offer a reprint at a reduced price.

You will find more details in our terms and conditions. Address for written complaints: voni s.r.o., Rybná 716/24, Staré Město, 110 00 Praha 1.