Frequently Asked Questions (FAQ)

Frequently Asked Questions

Quick answers about choosing products, ordering, payment, delivery, returns, complaints, licences, customer accounts and individual offers.

Product Selection

How can I choose the right product?

Product pages include descriptions, parameters, photos, accessories and related products. Product presentation is based mainly on photos and information provided by suppliers or manufacturers, so details, packaging or current product version may occasionally differ. If you are unsure, send us your requirements and we can help compare suitable options.

Can you check compatibility?

Yes. We can check compatibility between selected products, existing equipment, software versions, lenses, cameras, accessories or licences. For specific products, we may verify details with the manufacturer or distributor.

What does Outlet mean?

Outlet items may include unpacked, returned, demo, display, discontinued or otherwise discounted products. These are our own goods; we do not buy used products from customers. The condition, accessories and warranty information should be stated for the specific item.

Orders

How do I place an order?

Choose the product, add it to the cart, select delivery and payment, fill in billing and delivery details and submit the order using the order button. Before submitting, you can check and correct all entered data.

How can I use a voucher or discount code?

If a voucher or discount code is available for your order, you can enter it in the cart before submitting the order.

Can I order by phone?

Orders are usually placed through the online store. Phone support can help with product selection, but the order itself should be created online so that all delivery, payment and billing details are confirmed correctly.

Can I change or cancel an order?

Contact us as soon as possible. If the order has not yet been dispatched or processed for a special item, we will try to adjust it. After dispatch, changes may no longer be possible.

What do order statuses mean?

You can check the current status of your order after logging in. The order management link can also be found under your order number in e-mails related to the order.

Payment and Documents

Which payment methods are available?

Available payment methods are displayed in the cart and may depend on the delivery country, order value and selected delivery method. If an online payment fails, you can usually repeat it through the order management link in the order e-mail; depending on available options, you may also be able to choose another payment method there.

Can I receive an invoice or proforma invoice?

Invoices are sent electronically after the order is processed. You can also access them through the order management link under the order number in our order e-mails. For larger orders, institutions or business purchases, we can prepare an individual offer or proforma invoice on request.

Can EU business customers buy without Czech VAT?

Yes. If you order as a business customer with a valid EU VAT ID, the delivery may be made without Czech VAT where legal conditions are met. Please enter your company details and VAT ID correctly in the order. If conditions are not met, the order will be processed with applicable VAT.

Availability and Delivery

What do availability statuses mean?

Availability information is shown for each product and is based on our stock and supplier data. Estimated delivery dates are indicative and may change depending on supplier availability.

How can I track my shipment?

If tracking is available, the tracking link or shipment number is usually sent by e-mail after dispatch. Tracking availability depends on the selected carrier.

Why does the tracking link not work yet?

A tracking number may be created before the parcel is physically collected by the carrier. Tracking usually becomes active after the first carrier scan.

Can you arrange shipping for larger orders?

For larger or higher-value orders, we can verify availability and recommend a suitable shipping method before you place the order.

Returns and Complaints

Can I return goods?

Consumers may withdraw from a distance contract within 14 days of receiving the goods, unless a statutory exception applies. Business customers do not have the same automatic right to return goods without reason.

Can I exchange goods?

If you want a different product, you can return the original goods under the applicable withdrawal process and place a new order. In individual cases, we may also agree on another practical solution.

When will I receive a refund?

Refunds are usually made using the same payment method. For bank transfers, we may need your account details. After withdrawal, refunds are processed within the statutory period; for returned goods, the refund may wait until we receive the goods or proof of return shipment.

How quickly are complaints handled?

Consumer complaints are handled without undue delay, no later than 30 days from submission unless agreed otherwise. Business complaints are usually handled within 45 days, unless cooperation of the manufacturer, supplier or authorised service requires more time.

Should I contact you before sending goods for complaint?

Yes, it is better to contact us first at info@syntex.tv. Include your order number, defect description and, if possible, photos or video.

Digital Products and Licences

How are electronic licences delivered?

Delivery depends on the product and licence type. Some licences, for example selected DaVinci Resolve download versions, may be delivered by e-mail or on customer request. In other cases, the licence is usually supplied as a physical card, label, envelope or other package sent by post or carrier. Electronic licences are usually not sent automatically immediately after ordering; after payment and processing, we send the licence number, activation code, download link or other access details according to the product.

Can I return a licence key?

Used, activated, registered or otherwise devalued licence keys cannot be returned or resold. Please check compatibility, licence type and system requirements before purchase.

Projects and Individual Offers

Can you prepare an individual offer?

Yes. For larger orders, schools, universities, public institutions, companies or organizations, we can prepare an individual offer or proforma invoice and verify availability and delivery options.

Do you provide installation abroad?

For international orders, this service is focused on product advice, compatibility checks, individual offers and delivery coordination. On-site installation or local integration is not automatically included unless expressly agreed in writing.

Customer Account and Support

Do I need an account to order?

An account may make future purchases easier, but if guest checkout is available, you can order without registration.

What are the benefits of a customer account?

A customer account can make future orders easier, keep your order history and help you access invoices or order information.

Why did I not receive an e-mail?

Please check your spam or junk folder first and verify that the e-mail address in your order or customer account is correct. If you still cannot find our e-mail, contact us.

How can I delete my account?

If the function is available, you can delete your account in your profile. Alternatively, contact us and we will help with the next steps.

How do I get technical support or report a warranty issue?

Contact us with your order number, product name, problem description and, if possible, photos or video. This helps us diagnose the issue and coordinate with the manufacturer, distributor or service.

Where can I find full legal terms?

Detailed conditions are available in the Terms and Conditions, Privacy Policy, Cookie Policy and Terms of Use. If there is any difference between this FAQ and the Terms and Conditions, the Terms and Conditions apply.

Still need help?

Send us your order number or product question and we will help you.