Complaints and returns

If something does not work, we will help you resolve it. Here you will find the complaint procedure, return instructions and service links.

Receipt / invoice

We include a printed receipt with every product (or an invoice for business purchases). Due to GDPR personal-data retention limits, we keep a copy of the receipt for only 6 months. We therefore recommend keeping the document carefully, scanning it or taking a photo of it. We can provide a copy of the receipt only within 6 months of purchase. Business invoices are retained for 5 years.

Before making a complaint

Many faults can be resolved by restoring the device to factory settings. Typical examples include dropped calls, camera problems, restarts, or a phone or app freezing.

Unexpected shutdowns are often caused by reduced capacity of an older battery. Call problems or freezing during calls can also be caused by an old or incorrectly cut SIM card; we recommend replacing it with your operator.

If Apple headphones or other Apple products show an incorrect date for Apple’s one-year limited warranty, contact Apple Support on +420 800 700 527 (Mon–Fri 9:00–17:00). Apple may ask for a copy of the receipt or invoice and can correct the warranty date.

If the problem cannot be resolved this way, follow the instructions below.

Warranty claim

Apple – Czech distribution: with a Czech proof of purchase, a warranty claim can be made at an authorised Apple service provider in the Czech Republic for 24 months.

Apple – European distribution: during the first year, a warranty claim can be made at an authorised Apple service provider. During the second year, the claim is handled by allmobile.

We can also recommend iOpravna.cz, which states that it is an Apple Authorised Service Provider and works with certified specialists trained directly by Apple.

PlayStation / Sony: a warranty claim can be made through the manufacturer’s authorised service for 24 months.

Nintendo: a warranty claim can be made through the manufacturer’s authorised service for 24 months.

Steam / Valve: a warranty claim can be handled through the manufacturer’s service or warranty system for 24 months.

Other products: the claim is handled by allmobile unless a different warranty procedure is stated for the particular product.

Extended warranty: if a warranty longer than 24 months is stated for a product, the period beyond 24 months applies only to software defects.

How to check Apple warranty coverage

Check the warranty and service coverage of your Apple device directly on the official Apple Check Coverage page. Enter the device serial number. You can find the serial number in the device settings, on the box or in the product documents.

iPhone / iPad: open Settings > General > About. If coverage is active, you will see information about the limited warranty and its expiry date.

Apple Watch: on the paired iPhone, open the Watch app > My Watch > General > About.

AirPods / AirPods Pro / AirPods Max: connect the AirPods to an iPhone or iPad, open Settings and tap the AirPods name at the top.

Sending a complaint to allmobile

Include a completed complaint form (download here) and a valid warranty document or invoice with the product being claimed (a copy is sufficient).

Send the parcel to:
allmobile
Roztylské náměstí 5
141 00 Praha 4 - Spořilov
Czech Republic

Do not send complaints to the company’s registered-office address. Such a parcel may not be accepted.

Pack the parcel carefully to prevent damage in transit. We do not accept mobile phones sent only in a bubble envelope.

Do not include accessories or SIM cards unless they are directly related to the reported fault.

To speed up the complaint process, we recommend restoring the device to factory settings, signing out of all accounts (Google, iCloud) and disabling all locking services, including Find My iPhone. A complaint for an iOS device may not be completed while Find My iPhone or iCloud Activation Lock remains active.

We recommend creating a backup in iCloud or your Google account. Data stored on the device may be lost during servicing.

For consumers, the statutory period for handling a complaint under Czech Act No. 634/1992 is 30 days. This statutory period does not apply to business purchases made under a company ID (IČ), although we also try to resolve such complaints as quickly as possible.

Withdrawal from an online purchase within 14 days

Under Czech Act No. 89/2012 (Civil Code), a consumer may withdraw from an online contract within 14 calendar days of receiving the goods. This right does not apply to purchases made by a legal entity or an entrepreneur.

On every product page you will also find a Withdraw from contract button, which opens an online withdrawal form that you can complete and submit directly.

The withdrawal must be sent no later than the 14th day after receiving the goods. Include the warranty document, proof of purchase or invoice, and a written withdrawal statement specifying how the refund should be made.

Send the goods to the same allmobile address stated above. Do not send parcels cash on delivery.

If used goods can no longer be sold as new, we reserve the right to reduce the refunded amount by an amount corresponding to the reduction in the value of the goods.

The right of withdrawal does not apply in the cases specified in Section 1837 of the Czech Civil Code, in particular to certain hygiene products such as used headphones and to goods modified according to the customer’s requirements.

Contact

Complaints: reklamace@allmobile.cz
Information line: +420 734 756 575