Complaints
Home »This complaints page explains how to complain when something you ordered is defective. A 24-month warranty from delivery covers every product bought from KamaShop.
Complaints: how to complain
1. Email us at info@kamashop.io with your order number, proof of purchase and a clear description of the defect. The more precise the description, the faster we can assess it. 2. You may also send the complaint by post to: eMarkest, s.r.o., Domažlická 1232/3, 130 00 Praha 3 – Žižkov, Czech Republic. Include proof of purchase and the description of the defect.
Complaints: what happens next
- We confirm receipt and assess the goods. Because assessment needs the actual item, send it when we ask for it. We do not promise a fixed response time, but by law the complaint is processed within 30 days.
- If we cannot process the complaint within 30 days, you are entitled to a reasonable discount.
- If the complaint is justified, you can choose between replacement, a reasonable discount, or withdrawal from the contract with a full refund. A justified complaint is free of charge.
- If the complaint is rejected, you will receive a written explanation of the reasons.
Dispute resolution
If you are not satisfied with how we handled the complaint, you can contact a consumer-protection authority or an alternative dispute resolution (ADR) entity.
Applicable consumer-protection law governs your rights. Full details are in our Terms & Conditions. For unwanted rather than defective goods, see the returns page.
To keep things moving, describe the defect precisely and keep the original packaging until the case closes. Because precise descriptions speed up assessment, add photos where they show the problem. Start any complaint by email — it creates a written trail both sides can follow.
See also contact.