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How do I make a warranty claim?


You can make a claim using our online form. Once the claim is made you will receive a claim number (RMA), then you can send the goods by mail or have them collected. Make sure to include the claim number and a cover letter.

Make a claim online

By mail

  • Prepare the goods for dispatch
  • Include a cover letter describing the defect, proof of purchase, your return address, and your bank account number in case of refund
  • Send the goods to the following address: - Reklamace
    VGP Park
    Hall H2
    Do Čertous 2658/1
    193 00 Prague 9 - Horní Počernice
    Czech Republic
  • Alternatively, contact us via our online form or call centre: +44 (0)203 514 4411

Frequently Asked Questions

The goods I purchased are faulty – what should I do?

Return the goods, either personally or by post (with a cover letter), to any of our stores within 14 days of their receipt.

What documents do I need in order to make a claim?

You will need the order number, and make sure to attach a cover letter detailing the nature of the defect and provide your contact details.

Should I also include the product's accessories in the claim?

Yes, the accessories may have caused the defect or may be necessary in order to properly test the device.

If one of the accessories has a defect, is it necessary to also send the main product when making a claim?

Yes. Generally, it is not possible to make separate claims on accessories; therefore, it is recommended to send the main product as well.

Do I need the product's original packaging?

The original packaging is not necessary to make a claim, but it is advisable to use the original packaging when transferring the goods.

If I return a device for repair, will I lose the data on it?

It is very likely. If the device can be repaired, it is standard for factory settings to be restored, which eliminates the potential negative impact of third-party applications. Accordingly, we recommend the regular backup of data (not only before making a claim).

I received a notice saying the goods are irreparable – what can I do?

Just send us the original notice, and once we have verified the notice with the supplier, we will send you a credit note for a refund of the goods.

An overview of the claims process on

The customer makes a warranty claim and receives a claim number (RMA)

The goods are returned and then checked, repaired or replaced by a technician

Throughout the process the customer is kept up to date with the status of their claim

We aim to resolve claims as quickly as possible, with a maximum term of 30 days

What to do when ...

I want to return goods

Goods can be returned within 14 days of purchase. Simply fill out our online form and follow the instructions given.

RRReturn goods

My goods arrived damaged

  • If you notice damage to your goods within 48 hours of receipt, please contact the delivery company immediately.
  • In other cases, please contact our helpline on +44 (0)203 514 4411, use our contact form or send an email to [email protected]
  • We recommend that you take photographs of the defects, and send the goods complete with their original packaging and accessories.
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