Returns and complaints
Has something gone wrong? We’ll sort it out together. You have 30 days from the date of purchase to exchange or return goods. If there is something wrong with the goods, you can of course also make a complaint.
You will find all the necessary information about exchanges, returns, and complaints on this page.
How does it work?
How to make a complaint?
You can make a complaint about goods if they show a defect during the warranty period (usually 24 months from receipt). Report the complaint by email or phone, describe the defect, and attach proof of purchase. Send or deliver the defective goods to the following address:
ACRA SPORT, s.r.o. Brodská 161, 513 01 Semily
Pack the goods well so that they are not damaged during transport. Complaints will be processed within 30 days of delivery of the goods, and we will inform you of the outcome.
When will I receive the refund for the returned goods?
After receiving and inspecting the returned goods, the refund will be issued within 14 days of delivery. The money will be sent using the same method as the original payment, unless otherwise agreed.
Where can I find the return form?
You can find the return form on our website ACRA.cz in the “Returns” section or directly here: form Simply fill it out and attach it to the returned goods.
Where can I find the complaint form?
You can find the goods complaint form on our website ACRA.cz in the “Complaints” section or directly here: form. Simply fill it out and attach it to the goods being returned.
Who pays the shipping costs back to you?
The customer pays the shipping costs back to us, unless it is a complaint or damaged goods, in which case we cover the return costs.
What should I do if the goods arrive damaged?
If your goods arrive damaged, please contact us as soon as possible by email at obchod@acra.cz
or by phone at +420 481 389 087. Please have your order number and photos of the damaged goods ready. We will arrange a replacement, exchange, or refund.
If your goods arrive damaged, please contact us as soon as possible by email at obchod@acra.cz
or by phone at +420 481 389 087. Please have your order number and photos of the damaged goods ready. We will arrange a replacement, exchange, or refund.
Can I exchange/return goods purchased in a sale?
Yes, goods purchased in a sale can be returned or exchanged if they are not damaged and meet the standard conditions for returning or exchanging goods.
