How long can I claim the goods?

As a consumer you have 24 months from receiving the goods to make a claim. Work out the exact date with the calculator on the page. For business purchases, the warranty length follows our terms and conditions.

New complaint

Q: How long does a complaint take?

Our complaints department replies within 3 days at the latest with a proposed solution. By law we settle the whole complaint within 30 days, but usually much sooner.

Q: Who pays the shipping for a complaint?

You send the goods to us at your own cost. If we accept the claim, we will refund the necessary shipping costs together with the settlement.

Q: My resin didn't cure — is that a defect?

It may be, but the most common cause is an inaccurate A:B mixing ratio or insufficient mixing at the walls and bottom of the container. Tell us the ratio and temperature you used and attach photos. If you followed the procedure and the resin still didn't cure, it is a defect and we will accept the claim.

Complaints

Product complaints: we'll sort it out fast

If a defect appears on the goods during the warranty period and it was not caused by improper use but by a fault in the product itself, you have the right to make a complaint. We will send you a proposed solution within 3 days at the latest.

⏱ Solution within 3 days 🛡 24-month warranty 📝 Online form 📷 Photos of the defect are enough

File a complaint online

⚡ Our complaints department will reply within 3 days at the latest with a proposed solution. By law we settle a complaint within 30 days — we aim to be much faster.

How to file a complaint

Choose the way that suits you — they all lead to the same result.

Fastest

📝

Online form

Fill it in at the end of this page

2 min

Confirmation by e-mail

Reply within 3 days

In person at our warehouse

Zlín 4 – Malenovice

On the spot

No waiting for shipping

Address and map below

✉️

By e-mail

Complaints department

info@topepoxy.eu

Attach photos of the defect

Reply within 3 days

What counts as a defect and what doesn't

With resins this is the most common source of misunderstanding, so let's be upfront. If you're unsure, send us photos — we'll advise you even if it isn't a defect.

✓ We accept as a defect

The resin failed to cure even though you kept the mixing ratio and 15–25 °C
The packaging was damaged or the contents leaked in transit
The pigment shade differs markedly from the colour chart
A tool or abrasive arrived faulty or damaged
Part of the contents or accessories is missing from the package
The goods arrived past their shelf-life date

✕ Not a product defect

Bubbles caused by pouring too fast or from too great a height
Yellowing of a casting left in direct sun without a UV-stable varnish
Failure to cure due to an inaccurate A:B ratio or insufficient mixing
Cracks from an overheated casting — exothermic reaction in too thick a layer
Resin delaminating from wood with a moisture content above 12%
Normal wear of abrasives, discs and consumables

How long can I claim?

Enter the date you received the goods and you'll see straight away how long your warranty runs.

The calculator uses the statutory 24-month period for consumers. For business (VAT ID) purchases, the warranty follows our terms and conditions — in that case write to us at info@topepoxy.eu and we will sort it out.

Where to send the goods

Send the claimed goods to our warehouse address, or bring them in person.

📍

TopEpoxy.eu — warehouse

Complaints department, Masarykova 1106
763 02 Zlín 4 – Malenovice

If the complaint is accepted, we will also refund the necessary shipping costs.

Open in Google Maps

Downloadable forms

If you prefer the paper route, download a form, fill it in and enclose it with the goods.

PDF Complaint form Form for filing a complaint Download PDF PDF Withdrawal from the contract Goods without a defect are returned within 14 days Download PDF

Want to return goods that are not faulty? Use our 14-day returns. The conditions are set out in our terms and conditions.

Complaints FAQ

The questions we get asked most about complaints.

As a consumer you have 24 months from receiving the goods to make a claim. Work out the exact date with the calculator above. For business (VAT ID) purchases, the warranty length follows our terms and conditions.

You don't — missing packaging is not a reason to reject a claim. We do recommend including it though, as it protects the goods on the way back. For liquid products, pack the container so the contents cannot leak.

Our complaints department will reply within 3 days at the latest with a proposed solution. By law we settle the whole complaint within 30 days, but usually much sooner.

You send the goods to us at your own cost. If we accept the claim, we will refund the necessary shipping costs together with the settlement.

It may be, but the most common cause is an inaccurate A:B mixing ratio or insufficient mixing at the walls and bottom of the container. Tell us the ratio and temperature you used and attach photos. If you followed the procedure and the resin still didn't cure, it is a defect and we will accept the claim.

Yes. You often discover a defect only while working, so an opened package is no obstacle. Please send us the rest of the contents with the claim — it helps us assess it.

Contact us directly at info@topepoxy.eu first — most situations are resolved by agreement. If we cannot agree, as a consumer you have the right to out-of-court settlement of a consumer dispute. You can also use the EU ODR platform. The procedure starts on your initiative and is free of charge.