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Fortemix

Complaints and returns

The complaints procedure sets out the process for exercising rights arising from defective performance and describes how customers can resolve any issues with the goods or services supplied. The aim is to ensure that complaints are handled quickly, transparently and fairly. Fortemix strives to adopt a customer-friendly approach and to handle complaints in a way that maintains high standards of quality and customer satisfaction.

Quick navigation
  • I want to return an order (consumer within 14 days)
  • I want to make a complaint about a Product or Service
  • I am a business (B2B) – complaints / returns

Returning an order (consumer within 14 days)

If you are a consumer, you may withdraw from the contract within 14 days of receipt (for multiple deliveries, from receipt of the last delivery).

When withdrawal is not possible

Withdrawal does not typically apply to Products customised to your specifications (Bespoke Products and Services), perishable goods, or goods that have been irrevocably mixed with others.
How to proceed (recommended procedure)
 
 
  1. Send your withdrawal notice to info@fortemix.cz (with the subject line “Withdrawal – order number”).
  2. Include: order number, name, contact details, list of items being returned, preferred method of refund.
  3. Pack the products so that they are not damaged in transit (for pallet shipments, ideally on a pallet).
  4. Dispatch / hand over for collection.
     
The cost of the return is borne by the consumer (including bulky items).
Refunds are usually processed within 14 days of cancellation, but no earlier than upon receipt of the returned goods or proof of dispatch.

Complaints (consumer)

What to prepare

  • order/invoice number,
  • description of the defect + photos/video,
  • when the defect became apparent and how the Products were used.

Important for installation Products

Before installation, check the type, quantity, batch/shade and for any obvious defects. If you discover a defect before installation, stop the installation and contact us – this will significantly speed up the resolution (and protect you from unnecessary costs).

Complaints and returns (business / B2B)

  • Address obvious defects without delay upon receipt (ideally immediately, or within a few days at the latest).
  • For pallet deliveries, always note any reservations on the delivery note and attach photographic evidence.
  • Returns for B2B are only possible with prior consent; in certain cases, we require an RMA number (without an RMA, the consignment may be refused).

Where to write

Links to include on the website (make the URLs clickable):
Withdrawal form: (insert URL for PDF / online form) Complaints form: (insert URL /complaints-form) Terms and Conditions: (insert URL /terms-and-conditions)