Complaints

If you need professional assistance with setup or troubleshooting, please contact us by email at 2kidstoys@2kidstoys.com or by phone at +420 605 52 22 32. 

The warranty period for delivered goods is 2 years. This period is extended by the duration the product was undergoing warranty repair.
Your claim will be processed as soon as possible, and no later than the statutory period of 30 calendar days. This period begins on the day following the delivery of the shipment to our address and ends upon the resolution of the claim by the seller.

Warranty Claims Cannot Be Made in the Following Cases:
- Mechanical damage caused by improper handling, maintenance, or operation.
- Use under conditions that do not comply with the parameters specified in the documentation or those customary for the product type.
- Damage caused by natural elements (e.g., water, fire, lightning, or other acts of nature).
- Excessive loading or use contrary to the instructions provided in the documentation or standard use cases.

Wear and tear of the product and its parts caused by normal use (e.g., mechanical parts) is not covered by the warranty and is not considered a breach of the purchase contract under the Civil Code.

How to Proceed with a Claim:
If the goods were delivered to you by a carrier, please inform us of the problem by email or telephone. Please also attach photographic documentation of the damage to the email. Within 48 hours, we will inform you how we will resolve your claim—whether the entire product will be replaced, a replacement part will be sent, or what discount we are able to offer you.
In case of a return, the product must be packed in its original packaging and accompanied by all documentation that was delivered with the product. It is also necessary to include a Claim Form (downloadable below), which must include the following information: name and address of the customer, contact details, product description, invoice number, description of the defect, and account number for the refund.

Do not send the goods being claimed without our confirmation of receipt of the claim!

We will contact you within 48 hours. Do not send the goods being claimed cash on delivery, as they will not be accepted!

If the goods were picked up in person, the defective product must be delivered to the supplier's address.

In the event of an unjustified claim, the consumer is not entitled to reimbursement of their costs associated with handling the claim. If the claim is deemed unjustified, the costs of collecting the product from the customer will be charged to the customer retroactively.