General Provisions

This Complaints Policy is an integral part of the General Terms and Conditions of the seller Gizmania s.r.o., ID No. 24208230, VAT No. CZ24208230, with its registered office at Bubenské nábřeží 306/13, Hall no. 11, 170 00 Prague 7 – Holešovice, registered with the Municipal Court in Prague, section C, file 188745, and describes the procedure for handling complaints regarding goods purchased from Gizmania.

The buyer is obliged to familiarize themselves with the Complaints Policy and the General Terms and Conditions before ordering goods.

Inspection of Goods Upon Receipt

In accordance with Section 2104, the buyer is obliged to inspect the goods as soon as possible after receipt and to verify their properties and quantity.

When receiving goods in person from the seller, the buyer shall check the goods, their completeness, and the integrity of the packaging.

When receiving goods from a carrier, the buyer shall properly and carefully inspect the condition of the shipment.

Furthermore, on the day of receipt, the buyer shall check the completeness of the goods, especially that the packaging contains everything it should.

Any discrepancies must be reported to the seller:

  • in person at the time of pickup.
  • when received from a carrier, noted in the carrier's delivery protocol, or the buyer may refuse to accept the shipment.
  • reported via email to .

These provisions do not affect the statutory time limit for exercising rights arising from defective performance. A subsequent complaint regarding incompleteness or external damage to the shipment does not deprive the buyer of the right to claim the goods, but it gives Gizmania the opportunity to prove that this does not constitute a breach of the purchase contract.

Period for Exercising Rights Arising from Defective Performance

The period for exercising the seller's liability for defects begins upon the buyer's receipt of the goods.

For the sale of consumer goods, the period for exercising rights arising from defective performance is set at 24 months.

The period for exercising rights from defective performance should not be confused with the product's lifespan, i.e., the time during which, with proper use and maintenance, including upkeep, the goods may last given their properties, intended purpose, and differences in usage intensity. The lifespan of goods intended for extreme sports implies susceptibility to wear and tear caused by normal use.

In the event a complaint is resolved by replacing the goods, a new period does not begin; the relevant period is the one starting on the date of receipt of the goods by the buyer.

The seller shall decide on the complaint immediately; in complex cases, within 3 working days. This period does not include the time required for an expert assessment of the defect, depending on the type of product or service. The complaint will be resolved without undue delay, no later than 30 calendar days from the date the complaint was filed, unless the seller and the buyer agree otherwise in writing. After this period, the consumer has the same rights as if it were a fundamental breach of contract.

More information explaining the terms "Period for exercising rights arising from defective performance" vs. "Quality Guarantee" can be found on the CTIA website.

Correct Selection, Usage, and Maintenance of Our Products

Detailed information can be found on our website in the Scootpedia section.

Filing a Complaint

All complaints are filed at the seller's address:

Phone: +420 602 121 145

A complaint can be filed either physically (by visiting the establishment in Prague 7) or by sending the claimed goods.

The shipment must contain:

  • The claimed goods (it is sufficient to send the damaged part; there is no need to send the entire product/scooter) cleaned of all dirt.
  • A copy of the proof of purchase.
  • A detailed description of the defect. Form available for download HERE.
  • Sufficient contact details of the buyer (especially return address, email, and phone number). Contact details are part of the form above.

Without the above, it is impossible to identify the origin and the defect of the goods.

Gizmania also recommends that you choose your preferred method of resolving the complaint (repair, replacement, credit note).

Gizmania will issue the buyer a written confirmation of when the complaint was filed, its content, and the requested method of resolution, via email or SMS immediately after receiving the complaint; in the case of an in-person filing, it is provided immediately.

Once the complaint is resolved, Gizmania will notify the buyer of the completion via phone, SMS, or email. If the goods were sent by a courier service, they will be automatically sent to the buyer's address after resolution.

Upon the resolution of a recognized claim by repair or replacement, the period for exercising rights arising from defective performance is extended by the duration of the complaint process. The duration of the complaint is calculated from the day following its filing.

The buyer is obliged to collect the resolved complaint without undue delay within 30 days from the day they were informed of its resolution; this period cannot expire earlier than 60 days from the filing of the complaint.

If you have any questions regarding the status of your complaint, please contact +420 720 623 384 or send an inquiry to the email: .

Withdrawal from the Contract

The consumer has the right (pursuant to Section 1829, Act No. 89/2012 Coll.) to withdraw from the contract within 14 days; at Gizmania, this period is extended to 60 days. The period according to the first sentence runs from the date of conclusion of the contract, and in the case of:

  • a purchase contract, from the date of receipt of the goods
  • a contract involving several types of goods or the delivery of several parts, from the date of receipt of the last delivery of goods; or
  • a contract involving regular repeated delivery of goods, from the date of receipt of the first delivery of goods
  • The goods must be sent to the seller via a standard parcel service, carrier, courier, or handed over in person. Cash on delivery will not be accepted. Both parties will agree on the exact shipping method in advance.

A sample withdrawal form is HERE. The consumer shall send the completed form together with the goods to the seller's address, or it is possible to send the completed form to the email address and send the goods separately.
Seller's address:




If the consumer withdraws from the contract, they shall send or hand over the goods received from Gizmania to Gizmania without undue delay, no later than 60 days from the withdrawal, at their own expense.

The consumer should return the goods complete, i.e., including all supplied accessories, with complete documentation, undamaged, clean, if possible including the original packaging, in the state and value in which the goods were received.

If the buyer returns goods that have been used during the 60-day period and show signs of wear, the seller will reduce the refunded price by the amount that the goods have lost due to normal use.

Upon receipt of the returned goods, Gizmania will promptly refund the corresponding amount to the customer.

Out-of-Court Settlement of Consumer Disputes via the CTIA

As of February 1, 2016, the Czech Trade Inspection Authority (ČOI) is the entity providing out-of-court settlement of consumer disputes (ADR).

Final Provisions

This Complaints Policy becomes effective on November 15, 2014.
Changes to the Complaints Policy are reserved.