Complaints / Returns / Exchange

COMPLAINT

Did you receive goods that are defective or damaged? Or did something happen to your goods after a few wears? You can complain about it.

Complaint procedure

We accept goods only WASHED, free of all impurities and hygienically sound. Do not wash the accessories in the washing machine, only by hand. Otherwise, we charge CZK 300 for washing or cleaning the goods.
Pack the cleaned claimed goods in such a way that they will not be further damaged during transport. The box is best for this case. For babywearing jackets, send all inserts. Attach a copy of the invoice or receipt and the completed complaint form to the goods, which can be downloaded here: COMPLAINT FORM

How to return?
You can return the product(s) in person at our store or send it by registered mail to our address of our Prague store: SegraSegra, Fr. Křížka 1394/27, Prague 7, 170 00 Czech Republic. The customer pays for the postage themself. In your own interest, we recommend insuring the package in the amount of the price of the items. This service should be offered to you at the post office when sending the package back.

What then?
As soon as the claimed goods arrive to us, a period of 30 days for the settlement of the complaint begins (or a longer period after agreement). You will be informed about all essential aspects or settlement of complaints via e-mail.
See Terms and Conditions for more information.

If necessary, call or write: MON – THU 11:00–18:00, +420 605 969 151, info@segrasegra.cz

Complaints Procedure

Complaints must be made without undue delay as soon as the defect has occurred. Any delay in the continued use of the goods may cause a deepening of the defect and subsequent deterioration of the goods, which may be the reason for rejecting the complaint.
The warranty period for the goods is 24 months and begins on the day of receipt of the goods. The warranty period cannot be confused with the service life of the goods, ie the time during which the goods can use to endure.
In the event that the buyer finds out after receipt of the goods that the goods are not in accordance with the ordered goods or if the goods show a defect, he must immediately inform the seller by e-mail or telephone, no later than 5 days after receipt.
If a defect occurs in the purchased goods, the customer has the right to complain about this defect. Defect means a change in the properties of the goods, which is caused by the use of unsuitable or poor quality material, non-compliance with production technology or inappropriate design.
A defect cannot be considered a change (properties) of the goods that occurred during the warranty period due to wear, misuse, insufficient or improper maintenance, due to natural changes in the materials from which the goods are made, due to any damage by the user or third party, or other incorrect intervention.
A complaint is considered to have been properly filed if the claimed goods are complete and the complaint is not hindered by the general principles of hygiene. The customer is obliged to submit the claimed goods cleaned, free of all impurities and hygienically sound. The SegraSegra and Mama by Segra brands operating the e-shop www.segrasegra.eshop.cz are entitled to refuse to accept goods that do not meet the above-mentioned principles of general hygiene (Decree 91/1984 Coll., On measures against communicable diseases).
Complaints, including the elimination of defects, will be settled without undue delay, no later than 30 days from the date of application. In justified cases, the authorized employee may agree with the customer on a longer period.

You can return the product(s) in person at our store or send it by registered mail to our address of our Prague store: SegraSegra and Mama by Segra, Fr. Křížka 1394/27, Prague 7, 170 00 Czech Republic. The customer pays for the postage themself. In your own interest, we recommend insuring the package in the amount of the price of the items. This service should be offered to you at the post office when sending the package back.
If necessary, call or write: MON – THU 11:00–18:00, +420 605 969 151, info@segrasegra.cz

RETURNS

Does the ordered product not fit you? You can return goods ordered from the e-shop within 14 days.
Goods paid for in Segra store at Letna are not refundable, but can be exchanged for other goods or gift vouchers within 14 days.

Return procedure
It is best to put unused goods in the original box together with the invoice. Attach a copy of the invoice and the completed return form to the goods, which can be downloaded here: EXCHANGE OR RETURN FORM

EXCHANGE

Doesn't size fit you? Nothing is happening, you can exchange the goods! It will be best if you place a new order so that you do not run out of the right size. In the note in the order, write together with the number of the original order that it is an Exchange, do not pay for the goods, transport yes. We will let you know by email as soon as your return to the warehouse arrives and then send you a new order.

Replacement procedure
It is best to put unused goods in the original box together with the invoice. Attach a copy of the invoice and the completed exchange form to the goods, which can be downloaded here: EXCHANGE OR RETURN FORM

Terms of return
The goods must be returned within 14 days of receipt. The goods must be unworn and capable of resale. The goods must not be damaged or devalued in any way by you.
See Terms and Conditions for more information.

If necessary, call or write: MON – THU 11:00–18:00, +420 605 969 151, info@segrasegra.cz

Login to your account