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Complaints
Product complaints for consumers (end customers) who purchased at www.solight.cz/e-shop/
The buyer has the right to file a complaint with the seller in 2 ways:
a) In person – by handing over the goods together with a completed complaint form and related documents at the Solight service center:
Solight Holding, s.r.o., Plumlovská 481/200, 796 04 Prostějov
Opening hours: Monday–Friday, 9:00 AM–4:00 PM (except holidays and non-working days).
b) By mail – by sending the goods together with a completed complaint form and related documents to the address above.
In both cases, it is necessary to include a proof of purchase – an invoice or other tax document.
The complaint form is available here.
Complaints for B2B partners (business entities) with access to the Client Zone
Before sending or handing over goods for a complaint, the buyer is required to first submit the complaint online through the system at:
www.solight.cz/servisni-centrum (the system is available after the buyer logs in with their username and password)
The online form must include:
- Identification of all products being claimed
- Description of defects for each product
- Quantity of items
- Number of packages or pallets in the shipment.
Each package or pallet must be labeled with a generated QR code available for download in the system. Additionally, a List of claimed products must be enclosed with the shipment, which can be printed when submitting the complaint.
After online registration, the shipment can be personally delivered or sent by mail to Solight Holding, s.r.o., Plumlovská 481/200, 796 04 Prostějov.
After the complaint is received by the service center, the customer will be notified via email and in the online system at www.solight.cz/servisni-centrum
The detailed Complaint Procedure for B2B partners is available in the Client Zone among the downloadable documents here.
Return of Goods
Withdrawal from contract (14 days)
According to § 1829 of Act No. 89/2012 Coll., the Civil Code, the customer has the right to withdraw from the contract without giving a reason within 14 days of receiving the goods. To exercise this right, it is sufficient to send a notice of withdrawal by email or enclose it with the returned goods.
Shipping costs upon withdrawal
According to § 1820 and § 1832 of the Civil Code, when withdrawing from the contract within 14 days, the customer bears the costs of returning the goods to us.
What to keep in mind
Please return the goods unused, in their original condition and complete, so that everything can be inspected without any issues.
If you decide to withdraw from the contract, simply let us know by email or send us the information by mail.
Once we receive the returned goods, we will refund your money within 14 days at the latest.
The costs associated with returning the goods are borne by the customer.
Shipping and Payment
Shipping
We work with verified and reliable carriers who ensure fast and safe delivery of your order. We will deliver the goods either directly to your chosen address (home or workplace), or you can conveniently pick them up at pickup points or self-service boxes available throughout the country.
You can choose the delivery method that suits you best – whether you prefer delivery to your door or flexible pickup at any time of day.
Overview of current carriers:
- Delivery to a chosen address:
Pickup at a delivery point:
PPL
DPD
Specific shipping options will be displayed in your cart based on current availability and the chosen delivery method.
Payment
We offer a wide range of payment methods so you can choose the one that suits you best. We support both traditional payment methods and modern, convenient tools that significantly speed up the entire purchasing process.
You can easily pay online by credit card, use instant payments for fast bank transfers, or choose a quick online bank transfer. Popular mobile payment services such as Apple Pay and Google Pay are also available, allowing you to pay in just a few seconds. For even greater flexibility, we offer deferred payment options (Twisto, Cofidis), which allow you to pay after the goods have been delivered.
Overview of available payment methods:
- Online credit card payment (Visa, Mastercard)
- Instant payments (fast bank transfer)
- Apple Pay
- Google Pay
- Quick online bank transfer
- Deferred payment (e.g., "Buy now, pay later")
Specific payment options will be displayed in your cart based on the chosen delivery method and current availability.
Service Center
We currently consider it a priority to provide high-quality warranty and post-warranty service that is fast, reliable, and maximally responsive to the needs of our customers. That is why we have established our own Solight service center, which provides professional care for products purchased in our e-shop.
Our service center is equipped with modern technology and facilities that enable efficient diagnostics and repairs of a wide range of products. Thanks to our experienced team of technicians, we are able to provide professional service not only for Solight brand products but also for products from world-renowned brands such as Dyson and others.
We pride ourselves on an individual approach to each order, transparent communication, and the shortest possible delivery times. We offer customers the assurance that their devices are in the hands of experts who value quality, precision, and long-term functionality of repairs.
Our goal is not only to resolve potential defects but above all to build trust and long-term relationships with customers who can turn to us at any time.
Opening hours: Mon-Fri - 9:00 AM–4:00 PM. Sat, Sun, holidays - closed
Address: Plumlovská 481/200, 796 04 Prostějov