Return Policy

NUBIRO s.r.o. values every customer and always resolves complaints quickly and transparently. Below you will find the process for submitting a complaint and what you can expect from us.

How to Submit a Complaint

A complaint can be submitted in three ways:

By email at info@nubiro.cz
In person at our store – České mládeže 1096, 460 06 Liberec 6, Czech Republic (we recommend arranging a visit by phone in advance)
By post to: NUBIRO s.r.o., České mládeže 1096, 460 06 Liberec 6, Czech Republic

What to Include

To ensure the fastest possible resolution, please provide the following information:

order number
description of the defect or issue
photographic documentation (where possible and relevant)
preferred resolution (repair, replacement, refund)

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 a written reservation or refusing delivery, and notifying both the carrier and us without delay.

Damage caused during transport must be reported within 3 working days of receiving the parcel, including photographic documentation of both the packaging and contents. Based on camera recordings from our dispatch facility, we are able to document the condition of the parcel at the time of dispatch.

Product Defects

All investment products (coins and bars) undergo thorough inspection before dispatch. Should you nonetheless discover a defect – such as scratches, surface damage, deformation or any other fault – please contact us without undue delay.

Please note that damage to the original packaging, blister, or certificate of authenticity may affect the buyback price and the possibility of future resale. We therefore recommend handling all products and their original packaging with appropriate care.

Incorrect Item Received

If you have received a different item than ordered, please contact us immediately upon discovering the discrepancy. We will prioritise the resolution and all costs associated with returning the incorrect item and dispatching the correct one will be covered 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 your parcel using the Czech Post online tracking service.
Check whether a collection notice has been left for you – parcels are held at a Czech Post branch for 10 days before being returned.
If the parcel cannot be located, contact us at info@nubiro.cz or by phone at +420 704 051 051.

All parcels are insured for the full value of the goods. In the event of a confirmed loss, we will provide a full remedy.

Complaint Resolution Timeframe

Complaints are resolved within 30 days of submission, in accordance with applicable consumer protection legislation. You will be kept informed of the progress throughout the process.

Storage Fee for Uncollected Goods After Complaint Resolution

If the Customer does not collect their resolved complaint within 30 days of its resolution, a storage fee of 0.5% of the value of the stored goods per commenced month will apply, with a minimum charge of 100 CZK per month.

The storage fee covers costs related to physical protection, insurance and security measures. The goods will not be released until the storage fee has been paid in full.

Out-of-Court Dispute Resolution

If we are unable to resolve your complaint to your satisfaction, you have the right as a consumer to contact the Czech Trade Inspection Authority (ČOI) and make use of out-of-court consumer dispute resolution: www.coi.cz.