Claims and returns

Although you will find high quality original Škoda products in our product range, you may want to return or complain of your purchased goods for any reason. In both cases, we have prepared a simple guide for you, giving instructions on how to proceed in such a situation.

Withdrawal from the contract without stating any reason

If you decide to return the purchased goods, you must first withdraw from the contract. You may withdraw from the contract no later than 14 days from the date of receipt of the goods.

The easiest way – online button: you can easily withdraw from the contract via our e-shop's online interface by clicking the "Withdrawal from Contract" button, which is located in the footer of our website. After clicking the button, fill out a short form (specifically the order number and email address) and then confirm your withdrawal. Once submitted, we will immediately send you an email confirmation of receipt of the withdrawal, including its content and the time of submission.

Other ways to withdraw: You can also send your withdrawal from the contract: by email to infoline@skoda-auto.cz through any Škoda Auto dealer who is a partner of the Škoda E-shop. The Withdrawal from Contract form can be downloaded HERE. 

There are two ways to return the goods to us:

• By personal delivery to the any Škoda dealership free of charge (recommended method)
• By sending the goods via Česká Pošta to the following address (shipping is at your own expense)
   

Škoda auto, a. s.
E-SHOP
Tř. Václava Klementa 869
293 01 Mladá Boleslav

Your money will be refunded only after receipt of goods directly to an account which the payment was made from. We are entitled to deduct from the refunded amount a proportionate part of the purchase price corresponding to the impairment of the goods. Always give your bank account number when returning goods by any method.

The Customer who is an entrepreneur has no right of withdrawal from the contract.

Lodging a goods complaint
Where a complaint is related to the goods delivered, e.g. if you find that the number of items delivered does not correspond to the ordered quantity and the invoice, you may lodge a complaint using one of the options below:

• Personally to any Škoda E-shop Partner

• By e-mail to infoline@skoda-auto.cz or by calling the 24/7 infoline +420 800 600 000

If you decide to claim a functional defect in the product within the warranty period, you can use the following options:

• bring the goods to any Škoda E-shop Partner and describe the defect as accurately as possible. The Partner will write a complaint protocol with you and ensure delivery of the product back to us

• send the goods with duly completed Complaint Form (download HERE) to the following address:

Škoda auto, a. s.
E-SHOP
Tř. Václava Klementa 869
293 01 Mladá Boleslav

Always give your bank account number when claiming goods by any method.

The complaint will be handled not later than 30 days after the lodgement of the complaint. In the case of the Customer - entrepreneur, the complaint will be handled without undue delay.
We strongly recommend that you write the E-SHOP clearly on the package. You will make it easier for us to accept it.