Report a fault
Use the form above and it takes two minutes, or call us on +420 721 281 642. You just need your order number, a description of the fault and ideally a photo.
Claims
Something not working? Let us know.
No five-page form or references to paragraphs. You call, describe the issue, and we handle the rest — including transporting the cylinder, which you can't send anywhere anyway.
24months for a claim 3days for our confirmation 30days to resolve
Report it online, it takes two minutes
You fill in three steps, we load your order and send you a complaint number by email right away.
How it works
Four steps, three of them we do.We'll confirm within 3 days
We'll confirm receipt of your complaint by email within three days and tell you how long we think it'll take to sort out.
We'll arrange pickup
For regulators and accessories, we'll arrange for you to send them back. Don't send a gas cylinder anywhere — we'll pick it up or arrange personal handover in Liberec.
We'll resolve it within 30 days
We'll handle your complaint without unnecessary delay, at the latest within 30 days. We'll let you know the outcome by email.
Never send a gas cylinder in a regular package. A full or empty cylinder is dangerous goods (ADR regulations) and a courier service can't transport it. Call +420 721 281 642 — we'll arrange pickup with our carrier or personal handover at Národní 373/33.
What you can choose
You decide how to resolve it in your defect report. Here's what each option means: A new itemWe'll exchange the goods or the faulty part for a working one.
RepairWe'll fix the problem if the nature of the goods allows it.
A price reductionIf you want to keep the faulty goods, we'll refund part of the money.
Withdrawal from the contractFor a serious fault we refund the full amount. For a minor fault only if we don't fix it in time.
Changed your mind?
As a consumer, you can withdraw from the contract within 14 days of handover without giving a reason. You fill in three pieces of information and we'll get back to you with next steps.
Withdrawal formFaster than writing
A real person picks up the phone — the same person who delivers those cylinders. We can sort out most things in a single call.
+420 721 281 642 Mon–Fri 8:00–16:00 · info@tlakove-lahve.czFrequently asked questions
How long can I complain?
As a consumer you have 24 months from when you receive the item. If you're buying on a business registration number, you must point out obvious faults no later than 3 days after receiving it.
Can I send a complained gas cylinder by post?
No. A full or empty gas cylinder is dangerous goods and is transported under ADR regulations. Call us and we'll arrange pickup or personal handover in Liberec — a standard courier service won't take it.
Who pays for shipping if I'm complaining?
You have the right to be reimbursed for reasonable shipping costs — just provide proof. When we exchange goods, we pay for returning the original item.
What if I just change my mind?
That's not a complaint, it's withdrawal from the contract — as a consumer you have 14 days from receiving the item and just need to fill out our form.
What don't the warranty rights apply to?
Normal wear and tear, discounted goods due to the defect, used goods within the scope of wear at handover, and cases resulting from the nature of the goods.
This page is a readable summary. The full text in our Terms and Conditions (chapters VII and VIII) is what's binding. Terms and conditions · Consumer disputes we can't agree on are handled out of court by the Czech Trade Inspection Authority (coi.cz, Štěpánská 567/15, 120 00 Praha 2).