Complaints Policy

The seller provides a statutory warranty period of 24 months from the date of receipt of goods by the buyer. The warranty begins on the day the buyer receives the goods. A warranty card is not mandatory — the invoice or order confirmation serves as proof of warranty.

The seller is not liable for defects caused by: mechanical damage (drops, impacts, cracks); misuse contrary to the user manual; unauthorized modification, repair or alteration by the buyer or a third party; water damage beyond the declared resistance (IP67); natural wear during normal use (battery, surface finishes, straps); use of incompatible accessories or third-party chargers; damage caused by force majeure (fire, flood, lightning, etc.); defects known to the buyer at the time of purchase. The warranty does not apply to consumables (straps, charging cables) after their normal service life.

File your complaint by email at admin@nowfitness.eu or by post to our registered address. Please include: proof of purchase (invoice or order number); description of the defect — what exactly doesn't work, when it appeared; photo documentation of the defect if possible; your contact details. Return goods at your own expense — for justified complaints we will reimburse your reasonable delivery costs. Do not send items by cash-on-delivery — such parcels will not be accepted.

The seller must resolve a complaint within 30 days of it being lodged; the buyer will be informed by e-mail of both receipt and resolution. For a justified complaint, the buyer has the right to choose between repair and replacement — the seller may refuse the chosen remedy only if it is impossible or would incur disproportionate costs compared with the other remedy. The buyer is entitled to a reasonable price reduction or to withdraw from the contract (refund) if the seller fails to remedy the defect within a reasonable time or refuses to do so, if the defect reoccurs, or if the defect constitutes a material breach of contract. The seller is not obliged to accept a complaint if it proves the defect was caused by the buyer.

If the seller determines a complaint is unjustified (defect caused by the buyer), the buyer will be informed. The costs of assessment and return of goods are borne by the buyer in such cases. The seller is not obliged to return goods free of charge.

If dissatisfied with complaint handling, consumers may submit a proposal for alternative dispute resolution to: Slovak Trade Inspection — www.soi.sk | EU Online Dispute Resolution Platform — ec.europa.eu/consumers/odr