Complaints
How to make a complaint
Email herobox@email.cz or write to Jakub Kiovský, Fojtská 579, 739 24 Krmelín, Czechia, business ID 02737663. Describe what happened and include the product or slot, purchase date and approximate time, amount paid and your requested remedy. Attach a photo or proof of payment if you have it. You can prove your purchase in other ways too. We’ll arrange how to return the product if needed.
If the machine didn’t dispense the product
If the payment went through and the product didn’t drop, tell us the time, amount and slot number if you know it. We’ll look up the payment and agree on the next steps.
Your rights
You can report a defect that appears within two years of receiving the product. Depending on the defect, you can ask for repair or replacement. Where the legal conditions are met, you can ask for a proportionate price reduction or withdraw from the contract.
How we handle your complaint
When you submit a complaint, we’ll give you written confirmation showing the date, details, requested remedy and contact information. We’ll let you know the outcome within 30 days of submission unless we agree on a longer period. You’ll receive written confirmation of the outcome or the reasons for rejecting the complaint.
Out-of-court dispute resolution
If we can’t resolve your dispute directly, you can ask the Czech Trade Inspection Authority (ČOI) for out-of-court consumer dispute resolution.