Our relationship doesn't end with a purchase: How Kronium handles service, warranties, and customer care

October 5th, 2026

When you buy a high-end flashlight, headlamp, or outdoor gear, you are not just buying an ordinary product. You are investing in reliability. You expect your equipment not to leave you in the dark in a dense forest, during a night shift, or in the middle of a demanding race. But what happens when something actually does go wrong? At Kronium, we believe that moments like these reveal the true quality of an e-shop. For us, making a sale is just the beginning.

We advise on selection, we help with problems

For us, customer care is not just an empty phrase or an automated order confirmation email. We know our product range down to the last screw. Whether you are hesitating about which model is right for your line of work or sport, or you need advice on operating a flashlight you have already purchased, we are here for you. We reply to emails and chat inquiries extremely quickly, and we are happy to discuss all the details with you over the phone.

Premium 5-year warranty and stress-free claims

The Fenix brand fully stands behind the quality of its products, which is why it provides a premium 5-year warranty on most flashlights and headlamps (standard 2 years apply to batteries). Still, technology can occasionally fail. How does the process work with us in such cases?

• Speed first: We do not wait for the maximum legal deadlines. We know you need your flashlight for work or your hobby, so we resolve claims in the shortest possible time.
• No unnecessary paperwork: We try to simplify the whole process as much as possible. Just deliver the flashlight to us along with a description of the fault, and we will take care of the rest.
• A fair approach: We don't look for excuses. If it's a manufacturing defect, we will repair the flashlight without hesitation or replace it with a new one right away.

The best business card? The experiences of you, our customers

We could write endlessly about our approach to service and warranties, but the best proof comes from your real-world experiences. When we recently looked back at public reviews on platforms like Zboží.cz, Heureka, and Google Maps, it confirmed that doing things humanely and honestly makes tremendous sense. So, what does customer care at Kronium look like through the eyes of the customers themselves?

• Saving old legends: Many of you appreciate that we try to repair even flashlights long past their warranty. Mr. Vojtech, for instance, wrote: “Although it wasn't a warranty claim in the true sense, but a request to repair a 12-year-old E15 flashlight... Thank you for resuscitating a non-functional flashlight. The approach and service I received are definitely not standard these days.” A similar joy of saving a written-off UC35 flashlight and a free replacement of a broken glass lens was shared with us by Mr. Juraj.
• A fair solution in every situation: Sometimes it happens that an old flashlight really cannot be saved anymore. But even then, we won't leave you stranded. “My headlamp was already half a year past its warranty and stopped charging... The manufacturer rejected the claim, but Kronium is replacing my headlamp with a new one at their own expense! I was speechless. When I buy my next one, I know exactly which store I'll use,” described Mr. Vítězslav about his recent experience. Similarly, we pleased Jakub, whose irreparable post-warranty headlamp, bought from a completely different store, was replaced by us with a fully functional, like-new unit.
• Lightning speed even on weekends: The fact that we don't wait for legal deadlines applies not only to service but also to customer support. “A pro-customer approach that made me not believe my own eyes! They processed an order change request in 13 minutes. On a SUNDAY. And they shipped the goods from the depot the VERY SAME day, so it was at my place by the next afternoon,” another loyal customer praises our team.

Reading such reviews is the greatest reward for our entire team and confirmation that our approach works.

In-house service and post-warranty care – even when parts don't exist

While most e-shops act merely as box-forwarders, we have our own technical and service facility. We can handle many minor repairs, glass replacements, switches, or seals directly at our headquarters, which means a huge reduction in repair time for you.

But what if your flashlight falls off a cliff, or its warranty expires after many years and spare parts are no longer manufactured? Even in such cases, we don't give up on you. We always contact the customer and look for the best solution together. Usually, this involves offering a replacement flashlight or headlamp (either brand new or slightly used), or sending the product directly to the manufacturer for repair. Please note, however, that this option can take longer, sometimes up to two months. In most cases, we do not charge anything for the post-warranty service labor itself.

Sometimes, however, even the manufacturer no longer has spare parts for truly historical pieces. A prime example was the repair of a Fenix LD22 flashlight from 2012, whose switch had definitely failed. An understandable response came from the factory that repair was no longer possible, but our service colleague took it as a challenge. He started experimenting, took a very similar switch from the smaller Fenix E12 model, carefully resoldered it, and voila! The ancient LD22 came back to life and was returned to its thrilled owner.

We approach other older models with similar creativity, such as the popular Fenix HP15 headlamp. When its battery case wears out and the original simply cannot be found anymore, our technician usually finds a way. He takes a case from a newer model for which we have spare parts, cleverly resolders it, and modifies it so that it works safely and reliably with the old headlamp. As our service colleague smilingly adds, sometimes he creates a bit of a “flashlight Frankenstein” from available parts. But the result and the customers' joy over saved gear are definitely worth it!

Proof instead of promises: Saving a 2009 headlamp using 3D printing!

Our recent service intervention proves that we take post-warranty service very seriously. A customer contacted us because, after an incredible 17 years of loyal service, the plastic holder of his now-legendary (and long-discontinued) Fenix HP10 headlamp from 2009 broke. Instead of telling him that such an old model is simply ready for the bin, our colleague took it into his own hands. He custom-modeled a new holder, printed it on our 3D printer, and we joyfully sent the fully functional headlamp right back to its owner.

The process of printing a replacement holder for the Fenix HP10 headlamp, and the headlamp with the mounted 3D printed holder – good as new.

Poor battery life? Often you just need a new battery

Modern LEDs have a lifespan of an incredible 50,000 lighting hours. However, what ages much sooner is the rechargeable battery itself. Sometimes we get a flashlight in for service with the complaint that 'it doesn't shine like it used to' or 'it drains immediately'. A huge advantage of the vast majority of Fenix flashlights is the fact that their batteries are not permanently sealed inside (as we know from today's mobile phones).

If your five-year-old flashlight is running out of breath, in most cases you don't need to buy a new one. All you have to do is get a new battery from us. Moreover, we will gladly test your battery and advise you whether it makes sense to replace it, or if your flashlight would benefit from a more modern, higher-capacity cell that will breathe a second life into it.

3 tips from our technician: How to prevent servicing?

Even the most durable tool needs a little love sometimes. From our service experience, we know that many problems can be prevented with basic maintenance. What do we advise you to do?

• Clean the contacts: If the flashlight flickers or you can't switch modes, 90% of the time dirty contacts are to blame. Just take a cotton swab dipped in rubbing alcohol and clean the contact surfaces inside the flashlight (on the head and the tail cap).
• Keep the flashlight dry: Despite waterproof certificates, it is best to dry and clean flashlights as soon as possible after they get wet. This prevents the accumulation of dirt and moisture, which, despite the ''waterproofness'', could get where it shouldn't.
• Don't let the batteries "starve": If you know you won't be using the flashlight for several months (e.g., over the winter), don't leave the battery completely discharged. It is ideal to charge it to about half its capacity – this will significantly extend its lifespan. And if you put the flashlight in a backpack, always unscrew the tail cap a quarter turn (to break the contact) so that it doesn't accidentally turn on and drain.

A green approach: We repair, we don't throw away

Why do we put so much energy into post-warranty service? The answer is simple: we fight against unnecessary e-waste. We believe in sustainability. Every flashlight that our service technician saves from being thrown into the trash bin using a soldering iron or a 3D printer gives our work both ecological and human meaning.

We are in this together

A satisfied customer who can rely on us 100% and then recommend us with a clear conscience is the best advertising for us. If you have any problems with your flashlight, need a spare part, or just want maintenance advice, do not hesitate to contact us. We are ready to light your way – before the purchase and years after it.

Do you have a technical question or need to arrange a repair? Contact us, or send the product directly to our store. We will be happy to help.