Returns and Exchanges
Do you need to return or exchange a product? We have prepared a simple guide on where to send the parcel and what to include so that everything can be processed as quickly as possible.
Important notice
Only products that meet the return conditions and are not damaged or excessively used can be returned or exchanged.
VisioFog: the safety seal must not be opened.
VisioDry: if the product has been used, it will be weighed and the refunded amount may be proportionally reduced.
VisioCrystal: if the product has been used, it will be weighed and the refunded amount may be proportionally reduced.
How to return or exchange goods?
To help us process your return or exchange quickly, please follow the steps below.
Check the product
Make sure the product meets the return or exchange conditions and has an intact safety seal if required.
Fill in the form
Include the completed yellow form that you received together with the invoice.
Pack the parcel
Pack the product carefully so it is protected from damage during transport.
Send it to the address
Send the parcel only to the store / warehouse address listed on this page.
Where should I send the goods?
Store / warehouse address
Motoshop Ostrava
Novoveská 281
Ostrava, 709 00
Czech Republic
Please send the goods only to this address.
Do not send goods to any other address. A parcel sent to a different address may not be accepted.
Once we receive and inspect the goods, the product will be exchanged or the money will be refunded to your account.
What should I include in the package?
A properly prepared parcel helps us process your request faster.
Completed form
Include the completed yellow form that you received together with the invoice.
Returned product
Place the product in the package so that it is protected from damage during transport.
Exchange information
If you want an exchange, please specify which product or variant you would like to receive instead.
Conditions by product type
The process may differ depending on whether the product has been opened or used.
VisioFog
For VisioFog, the safety seal must not be opened. If the safety seal is broken, it may not be possible to return the product for its full value.
VisioDry
If the product has been used, it will be checked and weighed. Depending on the level of use, the refunded amount may be proportionally reduced.
VisioCrystal
If the product has been used, it will be checked and weighed. Depending on the level of use, the refunded amount may be proportionally reduced.
Thank you for your cooperation
Once we receive the parcel, we will inspect it and inform you about the next steps. A correctly completed form and sending the parcel to the correct address will significantly speed up the return or exchange process.