Complaints and returns

Not happy with your purchase, or something isn't working? You can sort it out online — no phone calls, no paperwork. Fill in the form below, we'll get back to you by e-mail, and you'll see the whole process in one place.

Start online

You will need your order number and the e-mail address you used when ordering.

How it works

1. Fill in the form — select the item, give a reason, and for a complaint attach a photo or video of the defect.
2. We get back to you by e-mail with a confirmation and any follow-up questions.
3. Send us the goods to the address below. You arrange and pay for the shipping yourself. We do not accept cash-on-delivery parcels.
4. We handle it and let you know. We keep you informed by e-mail throughout.

Where to send the goods

Orbitel s.r.o.
Smetanovo náměstí 79
570 01 Litomyšl
Czech Republic
tel. +420 778 080 209

Include the case number you receive by e-mail after submitting the form. Without it we cannot match your parcel to your order.

Returns within 14 days

You can return goods bought online within 14 days of delivery without giving a reason. The deadline is met if you send us the withdrawal notice within that period — the form above does it for you.

What to watch out for:

• Send the goods back no later than 14 days after withdrawing from the contract.
• Include all accessories — charger, cables, documentation and the original packaging.
• For phones and smart devices you need to sign out of your account (Google, Apple ID) and reset the device to factory settings. We cannot process a locked device.
• You may examine the goods as you would in a physical shop. If you reduce their value beyond that, we are entitled to deduct the resulting loss.
• The cost of returning the goods to us is yours.

We refund your money within 14 days of withdrawal, using the same payment method you used — but not before we receive the returned goods or you prove you have sent them. We also refund the delivery cost, up to the amount of the cheapest delivery option we offer.

Complaints (defective goods)

You can report a defect within two years of delivery. We will handle the complaint, including remedying the defect, within 30 days of the date it is raised — unless we agree on a longer period with you.

Before you submit a complaint:

• Describe as precisely as possible how the defect shows and when it started. "It doesn't work" unfortunately isn't enough.
• Attach a photo or a short video — for displays, connectors and physical damage this decides how fast we can resolve it.
• Back up your data. You may lose it during repair or replacement, and we are not liable for it.
• Sign out of the account on the device and disable screen locks, otherwise the device cannot be diagnosed.

Details are in our complaints procedure.

FAQ

What is the difference between a return and a complaint?

A return within 14 days is for goods that are fine, but you changed your mind, they don't suit you or they aren't compatible. A complaint is for goods with a defect.

Can I send the goods cash-on-delivery?

No. We do not accept cash-on-delivery parcels and they will be returned to you.

Does the 14-day period also apply to in-store purchases?

No. The right to withdraw within 14 days applies only to distance contracts, meaning online purchases.

What about a battery that won't hold a charge?

A battery is a consumable part and its capacity naturally decreases with use — that alone is not a defect. If the capacity has dropped significantly faster than usual, send us a complaint and we will assess it.

I lost my order number.

Write to reklamace@orbitel.cz or call +420 778 080 209 and we will find it for you.

Can't complete the form?

Get in touch — by e-mail at reklamace@orbitel.cz or by phone at +420 778 080 209. We'll handle it with you manually.