Complaint centre

General information:

• After submitting your case through the Retino portal, please communicate with us regarding your case exclusively via this platform. This will ensure the fastest and most efficient resolution of your request.
• Always send the gun with the battery disconnected!
• Always unload the gun (do not leave the BB in the chamber).
• Always send the gun well packed and sealed to prevent damage in transit.
• Always include the battery, the magazine(s) you are using the gun with, otherwise the gun cannot be guaranteed to function properly, in which case it will not be covered by a service order claim.
• If the product falls under clothing, gear, or footwear, it must be thoroughly cleaned before being sent for a warranty claim. If contaminated items are received, a cleaning fee of 500 CZK will be charged. Please note that even after cleaning, the claim may still be rejected, especially if the contamination is caused by substances such as glue or other difficult-to-remove materials.
• Please send the goods in well secured packaging (original) to avoid damage in transit.
• In case of out-of-warranty service, a charge of CZK 750 per hour of service technician is made.