Complaints Procedure
🛠️ Complaint & Warranty Policy – GamersHouse
(Valid for new and used games and accessories)
📦 1. INTRODUCTORY PROVISIONS
Upon receiving the shipment, the buyer should inspect the goods and contact us immediately if any defects are found.
If there is any discrepancy between the ordered and delivered goods, please inform us by e-mail.
A complaint can be submitted:
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in person,
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or by sending the package to our address (see below).
To ensure the fastest possible processing of your complaint, we recommend including:
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a copy of the proof of purchase,
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a short description of the defect.
🛡️ 2. WARRANTY CONDITIONS
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New goods: statutory warranty of 24 months
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Used / second-hand goods: warranty of 12 months
🔧 3. WARRANTY CLAIM PROCEDURE
The buyer has the right to claim only goods that show a defect.
How does the complaint process work?
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The goods will be accepted for inspection.
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If the same item is in stock, we will replace it.
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If replacement is not possible, you may:
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agree to exchange the item for different goods, or
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request a refund.
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We always strive to resolve complaints as quickly as possible, no later than 30 days from submission.
In case of a justified complaint, we also cover the costs related to delivery.
🚫 4. LOSS OF WARRANTY CLAIM
A complaint cannot be accepted if the defect was caused by:
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use under inappropriate conditions,
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improper handling,
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visible mechanical damage,
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damage caused by unauthorized repair or intervention.
📮 5. WHERE TO SEND WARRANTY CLAIMS
Address for sending goods:
Gamershouse s.r.o.
Josefa Chludila 150
69603 Dubňany
Czech Republic
📦 6. FREE RETURNS VIA ZÁSILKOVNA
For easy and fast returns, you may use our Zásilkovna drop-off points.
Simply provide the following code at the branch:
92366114
Your package will be sent to us free of charge.
(Does not apply to returns due to withdrawal from the contract. In such cases, return shipping may be charged.)
📝 7. DOWNLOADABLE FORMS
If you wish to use a prepared form, you can download it here: