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How to file a complaint
A complaint can be filed in three ways. Choose the one that suits you best:
By email
The fastest method. Write to us at info@nubiro.cz and attach photo documentation.
In person
At our office at Široká 279/7, Liberec – Staré Město. We recommend arranging the visit in advance by phone.
By post
Send the claimed goods to: NUBIRO s.r.o., Široká 279/7, 460 01 Liberec – Staré Město, Czech Republic.
What to include in the complaint
For the fastest possible resolution, please include the following information:
Types of complaint situations
Damaged packaging or contents upon delivery
Always carefully inspect the condition of the packaging upon receipt. If the packaging is visibly damaged, we recommend accepting the parcel with reservations or refusing acceptance, and immediately reporting this to the carrier and to us.
Damage caused during transport must be reported no later than 3 business days from receipt of the parcel, including photo documentation of packaging and contents. Based on CCTV records from our dispatch, we can prove the condition of the parcel at the time of shipping.
Product defects
Investment products (coins and bars) undergo thorough inspection before dispatch. If you still find a defect – e.g. scratches, surface damage, deformation or other defects – please contact us without unnecessary delay.
Please note that damage to original packaging, blister or certificate may affect the buyback price and the possibility of future buyback of the product. We therefore recommend handling products and their original packaging with due care.
Wrong product delivered
If you have received different goods than you ordered, please contact us immediately upon discovery. We will handle the exchange as a priority and all costs associated with returning and re-sending the correct goods are borne by NUBIRO s.r.o.
Undelivered parcel
If your parcel has not been delivered within the expected timeframe, please proceed as follows:
Check the status of the parcel using Czech Post online tracking.
Check whether a pickup notice has been left for you at a post office branch (the parcel is held for 10 days).
If the parcel is untraceable, contact us at info@nubiro.cz or by phone at +420 704 051 051.
All shipments are insured for the full value of the goods. In the event of proven loss of the parcel, we will provide full compensation.
Complaint resolution timeframe
Complaints are resolved within 30 days from filing, in accordance with § 19 of Act No. 634/1992 Coll. on Consumer Protection. We will keep you continuously informed about the progress of the complaint.
Storage fee for uncollected goods after complaint
If the Buyer does not collect the resolved complaint within 30 days of its resolution, the Seller is entitled to a storage fee as follows:
| Storage fee rate | Minimum amount |
|---|---|
| 0.5 % of the value of stored goods for each commenced month |
CZK 100 per month |
The storage fee covers the costs of physical protection of goods, insurance and security measures. The Seller is not obliged to release the goods until the storage fee has been paid in full.
Out-of-court dispute resolution
In the event that we are unable to resolve the complaint to your satisfaction, you have the right as a consumer to contact the Czech Trade Inspection Authority (ČOI) and use out-of-court resolution of consumer disputes.
Frequently asked questions
Answers to the most common questions about complaints.
When do I need to report a damaged parcel?
Damage caused during transport must be reported no later than 3 business days from receipt of the parcel. Late complaints may not be accepted.
How long does complaint resolution take?
We resolve complaints within 30 days from filing in accordance with the law. Most simpler cases are resolved within a few business days.
What should I do if the parcel is damaged on receipt?
We recommend accepting the parcel with reservations or refusing acceptance. Report the fact immediately to the carrier and to us, and take photo documentation.
Can I return goods without giving a reason?
Investment precious metals are considered goods with prices dependent on financial markets, to which the right of withdrawal within 14 days does not apply. See General Terms and Conditions for details.
Who pays the costs of returning claimed goods?
If the complaint is recognised as justified, NUBIRO s.r.o. covers the costs of returning and re-delivery. For wrong product delivery, we cover all costs.
Does packaging damage affect the buyback price?
Yes. Damage to the original packaging, blister or certificate may affect the buyback price when selling back. See Buyback Conditions for more.
How to proceed if the parcel did not arrive?
Check the status via Czech Post online tracking and verify if a pickup notice was left. If the parcel is untraceable, contact us – insurance covers the full value.
What if I disagree with the complaint resolution?
You have the right to contact the Czech Trade Inspection Authority (ČOI) and use out-of-court resolution of consumer disputes at www.coi.cz.
Have a problem with your order?
Call us – we will help you resolve the complaint quickly.
+420 704 051 051Contact for complaints
NUBIRO s.r.o.
Široká 279/7
460 01 Liberec – Staré Město
Czech Republic
Opening hours
Monday – Friday
8:00 – 16:00
Outside working hours, an appointment can be arranged by phone.