Complaint Procedure and Product Returns

• Complaint Procedure
• Withdrawal from Contract

Complaint Procedure

Complaint procedures through our e-shop are child's play. If something breaks or stops working, just fill out our complaint form and we'll contact you shortly.

Checking your product when you receive it

Are you sure your product contains everything it should? Don't wait for Christmas or your child's birthday to find out. Check the product you ordered and make sure that it contains all of the accessories and parts, as instructed. If something happens to be missing, contact us immediately.

Check the package immediately upon receiving it. Make sure to check the goods thoroughly to ensure that they are complete and wasn't damaged during shipping. If the package is not complete (for example, it is missing parts), something is broken or not functioning properly, please report this fact within 24 hours of receiving the goods through the Complaint form. After this time, your claim may not be accepted due to incompleteness or damage to the goods.

Filing the claim within the statutory time limit

Oops, something broke. What now? Filing a claim is simple and comfortable with TrendyMama. You often don't have to send the product back at all, just send us a photo or video documentation and leave everything else to us.

Within the 24-month warranty period, you are entitled to a free removal of a defect caused by the manufacturer, supplier, or seller. In order to make the complaint procedure easier, please document the defect by a photo or a short video. Prepare the proof of purchase (invoice) and the instruction manual mark the part with the defective or missing part (if the claim is filed due to the incompleteness or damage to the product).

Claim Procedure

1. Reporting the Claim
   Fill out and send the online Complaint form. We will process your request in a short time and let you know about the next step.
2. Receiving the Complaint
   The date of receiving the complaint form as well as all necessary documentation (photo or video documentation, invoice, clearly marked which parts are missing), is the day which is considered as the beginning of the complaint procedure. Please, wait for our confirmation of receiving your complaint together with an order number which we will send you to your e-mail address. It means that we have registered your complaint and will resolve the issue immediately.
3. Complaint Assessment
   You don't always have to send the product back to us. We will assess and resolve your complaint within the legal 30-day period and we will inform you of its outcome and the type of complaint resolution. Please, do not send the product back to us without receiving prior notice. We will begin working on your complaint immediately after receiving it and it will be resolved within 30 days.
4. Complaint Resolution
   In the case of a legitimate complaint, based on the type of product defect, the complaint may be resolved by sending the spare part or parts to you free of charge, delivering a new product, or another form of compensation that shall be agreed upon with the Buyer. It's simple, fast, and comfortable!

Sending the Goods for Review

If the situation requires you to send the purchased product back for review, please make sure to pack it in a way that would protect it from damage.

If the nature of the defect requires the product to be sent back to us, please send it to the following address:

Please send the goods back in the original packaging or in different suitable packaging, so that they will not be damaged during transportation. Please send it as a "Mail to Address" package via the Slovak Post Office (Slovenská pošta). We do not accept cash on delivery shipments and all such shipments shall be returned back to you. We advise you to insure your package, as we are not responsible for any damage done to the goods during transport.

If you have any questions, don't hesitate to contact Katkyn, s.r.o. by telephone at +421 944 627 725 or by e-mail at info@trendy-mama.com.

You can find all of the information about the complaint and warranty procedures in the Business Terms and Conditions.

Withdrawal from the Contract

Has the product not met your expectations? You may withdraw from the contract within 14 days and we will return your money. All you need to do is fill out the form and sent the product back to our address. We will refund your money within 14 days.

If you wish to return the purchased product, you may do so without stating a reason within 14 days from the date of purchase. The product must be complete (together with the instruction manual and documentation), undamaged, intact, and packed in the original packaging.

Procedure for Contract Withdrawal

1. Reporting the Withdrawal
   Fill out and send the online contract withdrawal form.
2. Delivering the product to us
   The returned product must not be used, wrapped in the original packaging, not damaged, and sent back together with any accessories, gifts, documentation, instruction manual, warranty card, proof of payment and the original invoice. Please send a "Mail to Address" package. We shall not accept cash on delivery shipments.
3. Money Refund
   After receiving the returned product, you will be refunded within 14 days by bank transfer to a bank account of your choosing. Other forms of financial refund are not possible due to technical reasons.

You can find all of the information about the conditions of withdrawal from the contract in the Business Terms and Conditions.