This Complaints Procedure is part of the General Terms and Conditions (GTC) of M&R spol. s r.o. and applies to the online shop at www.katmar.cz.
It applies only to customers - consumers, i.e. natural persons who buy for their personal use, not in the context of business.
If you have any questions, do not hesitate to contact us:
? Phone: +420 603 725 893
? E-mail: reklamace@katmar.cz
? Address for returns and complaints: Bubenské nábřeží 8, Prague 7, 170 00/Bohuslava Martinů 1051/2, Prague 4, 140 00.
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We want you to be satisfied! If the goods do not fit, do not match your expectations or have a defect, we will solve it quickly and fairly. On average, we handle more than 50% of complaints within 5 working days of receipt.
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I. Replacement of goods
Do the goods not fit? Do you want a different size or colour?
You can legally exchange the goods within 14 days of receipt.
How to proceed?
1. Write to us at the above email or call us and we will agree on the best course of action.
2. Pack the goods carefully in the original packaging and send them to our address.
2.1. Please note: DO NOT send goods on COD, your package will be rejected in this case.
3. Once the package arrives, we will send you a new piece immediately.
Who pays the return postage?
Postage is paid by the customer, unless it is a claim for defective goods. However, please contact us first to agree on the procedure.
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II. Returns (Withdrawal)
If you change your mind about your purchase, you can return the goods and we will refund your money.
You can legally exchange the goods within 14 days of receipt.
How to proceed?
1. Download and complete the returns form - [LINK].
2. Pack the goods carefully and send them to Bubenské nábřeží 8, Prague 7, 170 00/Bohuslava Martinů 1051/2, Prague 4, 140 00.
2.1. Please note: DO NOT send goods on COD, your package will be rejected in this case.
3: If everything is in order we will refund your money within 14 days of receiving the goods back (but usually sooner).
Who pays the return postage?
Postage is paid by the customer, unless it is a claim for faulty goods. However, please contact us first to discuss the procedure.
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III. Returning goods
If the goods have a defect that you did not cause, we will resolve it quickly and fairly.
How do I report a complaint?
1. Write to us at reklamace@katmar.cz. In the email, describe the problem, include the order number and ideally attach photos. We will agree on the next course of action - sometimes it is not even necessary to send the goods back.
2. If you need to return the goods First fill in the return form - [LINK].
2.1 Send the goods to Bubenské nábřeží 8, Prague 7, 170 00/Bohuslava Martinů 1051/2, Prague 4, 140 00.
2.2. Please note: DO NOT send goods on COD, your package will be rejected in this case.
3.We will process the complaint as quickly as possible, on average more than 50% of complaints will be processed within 5 working days of receipt, but no later than 30 days after receipt.
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Frequently Asked Questions
When do I get my money back for a return?
→No later than 14 days after the delivery of the parcel to us. However, we usually refund much faster than that.
What should I do if the goods arrive different from what I ordered?
→ Email us as soon as possible with your order number and a photo of the incorrectly delivered goods. We will quickly resolve the error and send you the correct product.
Who pays the return postage?
→ Postage is paid by the customer, unless it is a claim for defective goods.
How do I find out the status of a return?
→ Just email us or call our hotline and we will be happy to provide you with up-to-date information.
Who pays the postage for a complaint?
→ If we accept the claim, we pay the postage. Otherwise, the customer pays the postage.
What if I forget to provide my account number when returning goods paid for by cash on delivery?
→ In this case we will contact you by email. However, for faster processing, we recommend that you provide your account number when sending the returned goods.
Do I have to return the goods in their original packaging?
→ Yes, the customer should return the goods in their original packaging.
Do I have to return the goods in person or can I send them back?
→ Returns can only be made by post or shipping service to our address. Personal return is not possible.
Can I return the goods after 14 days if they are unused?
→ Unfortunately, the legal withdrawal period is 14 days. After this period, we no longer allow returns unless the goods are defective.
What if I have lost my invoice?
→ No problem! Just email us and we will help you.
The complaint was rejected, now what?
→ If you disagree with the outcome of the claim, please contact us and we will explain the reason. If you believe the decision is incorrect, you can use out-of-court dispute resolution.
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Notice:
Shipments sent to other than our address will not be processed.
If you send a package to an incorrect address (e.g. a delivery point of the Parcel Office or another warehouse), we cannot guarantee its receipt or return shipment. In such a case, the terms and conditions of that carrier will govern.
Do not send parcels on COD!
We do not accept COD shipments. If you send us such a shipment, it will be returned to the sender.
The goods should be returned in their original condition.
If you are returning or claiming goods, they should be clean and preferably in their original condition. Damaged or visibly used goods may not be acceptable for return.
Damaged packages from the carrier? Check the receipt well!
If you receive a visibly damaged package, we recommend that you do not accept it and claim it immediately from the carrier. If you do accept the parcel, you must resolve the claim directly with the carrier.
Refunds are made by bank transfer.
Therefore, when returning the goods, please indicate the account number where you wish to send the money. Without this information, it will not be possible to return the payment.