On this page you will find clear information on how to proceed if you would like to exchange, return or claim goods purchased from our e-shop. This procedure applies only to consumers, meaning individuals purchasing for personal use rather than for business purposes.
We want you to be satisfied with your purchase. If an item does not fit, does not meet your expectations or has a defect, we aim to handle the situation quickly, fairly and clearly. More than 50% of complaints are typically resolved within 5 working days of receipt.
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Important Information
Please do not send parcels as cash on delivery. We do not accept COD shipments and such parcels will be returned to the sender.
Please always send goods only to the correct address. Parcels sent elsewhere cannot be guaranteed to be received or processed.
We recommend contacting us before sending anything back. In some cases, returning the goods may not even be necessary and we can agree on the best solution first.
Product Exchange
Does the size not fit, or would you prefer a different colour or variant? In that case, please contact us first and we will agree on the most suitable exchange procedure.
Exchange period: within 14 days of receiving the goods.
How to proceed
1. Contact us at reklamace@kasitro.live or call us. We will advise you on the next steps.
2. Pack the goods carefully, ideally in the original packaging, and send or bring them to: Katmar Bikes Center, Bubenské nábřeží 8, Prague 7, 170 00.
3. Once the parcel arrives and is checked, we will send you the replacement item or agree with you on the next suitable solution.
Who pays the shipping costs? The customer covers the cost of sending goods for exchange unless the issue concerns defective goods.
Important: We do not accept cash on delivery parcels.
Product Return
If you change your mind about your purchase, you may withdraw from the contract and return the goods. After we receive and inspect the parcel, we will refund the payment by bank transfer.
Return period: within 14 days of receiving the goods.
How to proceed
1. Download and complete the return form available here.
2. Pack the goods carefully and send them to: Katmar Bikes Center, Bubenské nábřeží 8, Prague 7, 170 00.
3. If everything is in order, we will refund your payment no later than 14 days after receiving the returned goods, usually sooner.
Who pays the shipping costs? The customer covers the cost of returning the goods unless the case concerns defective goods.
Important: If the order was paid by cash on delivery, please include your bank account number so we can process the refund correctly.
Complaint Procedure
If the goods have a defect that was not caused by normal wear or improper use, we will help you resolve the complaint as quickly as possible. In many cases, it is enough to first send us a description of the issue and photographs.
Standard complaint handling period: no later than 30 days from receipt. More than 50% of complaints, however, are typically resolved within 5 working days.
How to proceed
1. Contact us at reklamace@kasitro.live. In your message, please describe the problem, include the order number and, ideally, attach photos.
2. If the goods need to be sent back, complete the complaint form available here.
3. Send the goods to: Katmar Bikes Center, Bubenské nábřeží 8, Prague 7, 170 00.
4. We will handle the complaint as quickly as possible and keep you informed about the next steps.
Important: We do not accept cash on delivery parcels. If the complaint is accepted, shipping costs are covered by us.
Important Notices
Parcels sent to any address other than our official return address will not be processed.
If you send a parcel to a different address, such as a collection point or another warehouse, we cannot guarantee its receipt or any return transport.
Please do not send parcels as cash on delivery.
We do not accept COD shipments. If such a parcel is sent to us, it will be returned to the sender.
Please return goods, if possible, in their original condition.
Returned or claimed goods should be clean, complete and ideally in their original packaging. Heavily damaged or clearly excessively used items may require individual assessment.
Please inspect damaged parcels from the carrier immediately upon delivery.
If a parcel arrives visibly damaged, we recommend refusing delivery and contacting the carrier immediately. Once accepted, transport damage claims may become more difficult to resolve.
Refunds are made by bank transfer.
Please include the bank account number to which you would like the refund to be sent. Without this information, the refund may be unnecessarily delayed.
Frequently Asked Questions
When will I receive my refund for returned goods?
We issue refunds no later than 14 days after receiving the returned parcel. In most cases, however, the refund is processed sooner.
What should I do if I received a different product than the one I ordered?
Please contact us as soon as possible by e-mail, include your order number and ideally attach a photo of the delivered item. We will review the situation promptly and propose a solution.
Who pays the shipping costs for returning goods?
The customer covers the cost of returning goods unless the case concerns defective goods.
Who pays the shipping costs for a complaint?
If the complaint is accepted, shipping costs are covered by us. Otherwise, they are covered by the customer.
How can I check the status of my complaint?
Just send us an e-mail or call us and we will be happy to provide you with an update.
What do I need for a complaint?
To speed up the process, please provide your order number, a description of the issue and, if possible, photographs. If the item needs to be sent back, please also include the completed complaint form.
How long does complaint handling take?
The statutory time limit for handling a complaint is 30 days from receipt. In practice, however, many complaints are resolved much sooner.
Do I have to return the goods in the original packaging?
We recommend returning goods in their original packaging and in the best possible condition. This helps speed up the inspection and return process.
Can I return goods after 14 days if they are unused?
The standard statutory withdrawal period is 14 days from receipt of the goods. After that period, returns without cause are generally no longer possible.
What if I lost my invoice?
That is not a problem. Just contact us by e-mail and we will help you find the necessary order details.
This complaint procedure forms part of the General Terms and Conditions of M&R spol. s r.o. and applies to the online store www.kasitro.live.