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Returns and Refunds

Company Density Labs s.r.o. is aware that sometimes the consumer needs to return or file a claim. We will try to help you in this situation and we hope this Returns and Refunds page will provide you with all the necessary information. For detailed information on claims, withdrawal from the contract as well as the withdrawal form, please refer to our Terms and Conditions for Consumers. These conditions for returning goods and filing a claim do not apply to goods purchased by a self-employed or a legal person.

Return of a new product

If you are not satisfied with the goods, you can return it within 14 days of purchase. Within this period, you have the right to unpack and test the goods in a manner similar to the usual purchase in a classic “brick-and-mortar shop” to the extent necessary to determine the features and functionality of the goods.

If you decide to return the goods:

1. Complete our Return Form English or Return Form Slovak, which are also part of our Terms and Conditions for Consumers.
2. Ensure that the goods are in their original condition as delivered (damaged, missing or modified products are not eligible for return).
3. Pack the product securely with all accessories and original packaging to prevent damage during transportation. We recommend to use a reputable carrier with sufficient transport insurance. Unfortunately, we cannot take responsibility for goods that have been damaged during return transportation.
4. Please attach the completed Return Form together with a copy of your purchase receipt and send it to our address:

Density Labs s.r.o.
RMA / Reklamácie
Líščie údolie 52
SK-841 04 Bratislava 4, Slovakia
E-Mail: info (at)

5. Once your shipment is received and reviewed, your money will be refunded no later than 14 days after the withdrawal from the purchase agreement, but not before the goods are delivered to our claim department.

The cost of return is borne by the buyer. Unfortunately, we will not be able to accept and take over the goods you send to us by Cash-on-Delivery method.

We will refund all payments you paid in connection with the order, in particular the purchase price, including the cost of delivery to you. This does not apply to additional costs if you have chosen a different type of delivery than the cheapest normal delivery method we offer (i.e. costs for EXPRESS delivery are not refunded).

In case we receive a product that has been damaged during transit back to us for which the customer’s carrier is responsible, we will provide all help and necessary photo-documentation to the customer so he/she can start a damage-refund claim with his/hers transport company.

Damaged goods?

If you find that the delivered package is damaged, we recommend that you DO NOT accept the delivery from the carrier.

If you’ve found out about the damage to the package content after opening it, please inform the carrier and us as soon as possible, ideally within 24 hours but no later than 7 days, to resolve the situation as quickly as possible.

PLEASE NOTE that it is the customer’s responsibility and in his/hers own good interest to check the received package immediately after receipt for possible damage or missing items. A transport damage claim reported very late cannot be investigated with carriers and the damage may be considered to have happened after delivery. Therefore claimed transport damage/refund request reported after more than 7 days after receipt of the parcel unfortunately cannot be accepted.

Contact details of carriers can be found on the Payments and Shipping page. We recommend the damaged shipment and its contents to be photographed in detail.

Incomplete or different product?

We apologize if you received an incomplete or different product. We kindly ask you to contact us as soon as possible in order to solve this situation as soon as possible.

Return of a defective product

Although we strive to provide you with our partners and suppliers with good quality products, it can sometimes happen that the product stops functioning as it should. Therefore, please contact us at any time and we will try to handle your complaint as soon as possible. We offer a 24 months warranty period for all product sold by us to consumers, unless stated otherwise.

In case you decide to file a claim:

1. Please contact us to provide as detailed information as possible about the defect of the goods you claim,
2. After an initial review we will provide you an RMA number (RETURN MERCHANDIZE AUTORIZATION)
3. Please pack safely the goods together with the accessories, warranty card or copy of the proof of purchase. Mark the package on the outside with the assigned RMA number
4. Please send the parcel to us:

Density Labs s.r.o.
RMA / Reklamácie
Líščie údolie 52
SK-841 04 Bratislava 4, Slovakia

5. In the case of the consumer claim, the complaint will be settled within 30 days from the date when we were provided with all data necessary for handling the complaint as well as the claimed goods. Claims of a self-employed or a legal person will be settled in accordance with our Terms and Conditions for Entrepreneurs.

You can find more information in our Complaint Terms and Conditions as well as in the Terms and Conditions for Consumers.

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