Product Complaints
Filing a claim with us is stress-free – even though you hardly ever need to.
We believe in our products one hundred percent – not only because we test them personally, but also thanks to the feedback from hundreds of satisfied customers. We hardly ever deal with complaints. But if something should go wrong, you have nothing to worry about – we will sort it out quickly, simply, and with respect.
Your rights at a glance
- You can make a warranty claim for a defect within 2 years of receiving the goods.
- You can choose repair or delivery of a new item. If we cannot remove the defect, if it reoccurs, or if it is a substantial defect, you are entitled to a discount or a refund.
- We will process your claim no later than 30 days from its submission – in practice, usually within a few days.
- For a justified claim, we will reimburse the postage costs for sending the goods to us.
How to resolve a claim easily and smoothly:
- Write to us at [email protected]: your order number, product name, description of the defect (ideally with photos or a video) and what solution you prefer – repair or a new item. You can also use our form. We will confirm receipt of your claim by e-mail immediately – the 30-day period begins on this day.
Download PDF form - Attach your invoice or another proof of purchase.
- Pack the complete product including accessories securely so it does not get damaged in transit.
- Send the goods to our address:
BESTANGLER s.r.o.
Na Pobřeží 67
280 02 Kolín
Czech Republic
E-mail: [email protected]
Tel: +420 725 723 721
Send the parcel using a courier of your choice or you can bring it in person. (We do not accept cash on delivery.) For customers from abroad, we can, by prior arrangement, assess the defect from photos or video without the goods having to be returned.
What happens next?
We will assess the defect and get back to you. Processing usually takes a few days, and we manage most claims much faster than the statutory 30-day limit. If we accept the claim, we will send you the repaired goods or a new item at our expense, or refund your money using the same method you used to pay. You will always receive confirmation of how the claim was handled; if we reject the claim, you will receive a written explanation.
What cannot be claimed
Normal wear and tear (chipped paint on a lure, blunted hooks, worn fishing line), damage caused by improper use or overloading (exceeding the rod's casting weight, pulling beyond the limit when a lure is snagged), inadequate maintenance, and mechanical damage are not considered defects.
A claim is not a complication – it is an opportunity to show we care about you.
You can find detailed rules in Article 6 of our terms and conditions. Want to return or exchange goods? You will find detailed information on the Returns and exchanges page.
Have a question or aren't sure what to do? Write or call us – we will be happy to help.