Returns and Complaints

Returns and Complaints

Need to return goods, exchange a product or make a complaint? This page explains the practical steps, return address and most common questions.

1. How to Return Goods

Check that the return is within the withdrawal period, send us a clear withdrawal notice, pack the goods safely with all accessories, documentation and gifts, and send them to the address below or bring them in person.

2. Return Address

Please include your order number, contact details and whether you are returning goods, making a complaint or requesting an exchange.

3. Return Shipping Costs

When withdrawing from the contract, the customer bears the direct cost of returning the goods unless agreed otherwise.

4. Refunds

We refund payments within 14 days of withdrawal, but not before we receive the goods or you prove that you have sent them back. Refunds are made using the same payment method unless agreed otherwise. For bank transfers, please provide IBAN and SWIFT/BIC.

5. Exchanges

If you would like a different product, you may return the goods within the withdrawal period and place a new order. By agreement, the original amount may be used as credit for a new order.

6. Non-returnable Goods

Some goods cannot be returned or returns may be limited by law or the Terms and Conditions, such as customized goods, goods with broken hygiene or protective seals, software in broken sealed packaging, or used/activated licence keys.

7. Complaints

For complaints, please first e-mail us at info@syntex.tv with the order number, defect description and contact details. Photos or video of the defect often speed up diagnostics.

8. Complaint Handling Time

Consumer complaints are handled without undue delay, no later than 30 days from submission unless agreed otherwise. Business complaints are handled within a reasonable time depending on the product, defect and manufacturer or service cooperation, usually within 45 days.

9. Business Customers

The statutory 14-day withdrawal right applies to consumers. Business customers do not have the same automatic right to return goods without reason, but we may agree on an exchange or another solution individually.

Need help with a return or complaint?

Send us your order number and a short description.