Warranty & Repairs

Complaints Procedure (Warranty & Repairs)

We want you to be completely satisfied with your Jolana instrument. If you encounter any problem, please follow the steps below to submit a complaint or warranty claim.

How to file a complaint

  1. Contact us first
     Please email us at info@jolanaguitars.com with the following information:

    • your order number,

    • a description of the defect,

    • and clear photos or videos of the defect.

  2. Send the goods back
     If requested, please return the goods to:

    NBE Corp. s.r.o.
    Sklenarka 1512-3
    268 01 Horovice
    Czech Republic

    • Always include a copy of your purchase receipt or invoice.

    • Please pack the goods securely to avoid further damage in transit.

  3. Choose how you’d like the issue resolved
     In your complaint, let us know whether you prefer:

    • a repair,

    • a replacement,

    • a reasonable discount,

    • or cancellation of the purchase (refund).

How complaints are handled

  • We will confirm in writing when we receive your complaint and how you wish to resolve it.

  • We will decide on your complaint immediately, or within 3 business days in more complex cases.

  • All complaints will be resolved as quickly as possible, but no later than 30 days from the date we receive the goods, unless we agree otherwise with you.

  • Once resolved, we will confirm in writing how the complaint was handled.

Your rights

  • You may claim defects that appear within 24 months of receiving the goods.

  • If your complaint is justified, you are entitled to:

    • repair, replacement, discount, or refund (depending on the defect),

    • reimbursement of reasonable costs related to the complaint (e.g., shipping).

When complaints cannot be accepted

Complaints cannot be accepted if:

  • the defect was known at the time of purchase (e.g., discounted goods sold with a stated defect),

  • the defect was caused by you (e.g., improper use, accident, modification),

  • the goods show normal wear and tear.

Additional information

  • We always strive to handle complaints fairly and as quickly as possible.
  • If you believe your rights have not been respected, you can also contact the Czech Trade Inspection Authority (ČOI), which supervises consumer rights protection.