RETURNS, REFUNDS & LEGAL GUARANTEE

Last updated: 14 August 2026

This policy explains the statutory right of withdrawal, returns, refunds and legal rights relating to defective or non-conforming products purchased from NAPKOR s.r.o.

1. 14-Day Right of Withdrawal

If you are a consumer purchasing through our online store, you generally have the statutory right to withdraw from your purchase within 14 days without giving any reason.

For goods, the withdrawal period normally begins on the day on which you, or a third party designated by you other than the carrier, receive the goods.

If an order contains multiple products delivered separately, the withdrawal period generally begins when the last product is received.

This statutory right applies regardless of whether the customer has a separate commercial return policy.

2. How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform NAPKOR of your decision before the end of the 14-day withdrawal period.

You can contact us by:

Email: Napkor.sro@proton.me
Phone: +420 770 414 392

Please provide:

full name;
order number;
date of purchase;
date of delivery;
product(s) being returned;
clear statement that you wish to withdraw from the purchase contract.

You may use the model withdrawal form included below, but using the form is not mandatory.

3. Returning the Goods

After notifying us of your withdrawal, you must send the goods back without undue delay and normally no later than 14 days after informing us of your withdrawal.

Return address:

NAPKOR s.r.o.
Dlouhá 715/38
Staré Město
110 00 Praha 1
Czech Republic

We recommend using appropriate protective packaging and a tracked shipping service.

The customer should retain proof of postage until the refund has been completed.

4. Condition of Returned Goods

The customer may handle the goods only to the extent necessary to establish their nature, characteristics and functioning, as would reasonably be permitted in a physical shop.

If the customer handles or uses the goods beyond what is necessary to establish their nature, characteristics and functioning, the customer may be responsible for any resulting diminution in value to the extent permitted by applicable law.

For bicycles, this means that customers should not unnecessarily ride, modify, damage, heavily assemble or otherwise use a bicycle if they intend to exercise the statutory right of withdrawal.

This provision does not affect statutory rights relating to defective or non-conforming products.

5. Cost of Return Shipping

For a normal 14-day change-of-mind return, the customer is responsible for the direct cost of returning the goods, unless NAPKOR expressly agrees otherwise or applicable law requires otherwise.

This applies even though the original standard delivery provided by NAPKOR is free.

If the product is defective, incorrect or otherwise covered by a statutory remedy, return costs will be handled in accordance with applicable law.

6. Refund of the Purchase Price

When a customer validly exercises the right of withdrawal, NAPKOR will refund the payments received from the customer in accordance with applicable law.

This generally includes the original standard delivery cost where applicable.

Because NAPKOR provides standard delivery free of charge, there is normally no original standard delivery charge to reimburse.

If the customer selected a more expensive delivery option than the cheapest standard delivery offered, any additional amount is handled according to applicable law.

7. Timing of Refunds

We will process refunds within the statutory timeframe applicable to the withdrawal.

We may withhold the refund until:

the returned goods have been received; or
the customer provides evidence that the goods have been sent back,

whichever occurs first.

Refunds will normally be made using the same payment method used for the original transaction unless another method is agreed with the customer.

8. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to certain products or circumstances specified by law.

Examples may include certain personalised products or products that fall within specific statutory exceptions.

If an exception applies to a particular product, the customer will be informed before purchase where required.

9. Defective or Non-Conforming Products

The 14-day right of withdrawal is separate from the customer's statutory rights concerning defective or non-conforming products.

If a product:

is defective;
does not correspond to the agreed description;
does not have the agreed characteristics;
is not fit for its intended purpose;
or otherwise does not conform to the purchase contract,

please contact us.

Email: Napkor.sro@proton.me
Phone: +420 770 414 392

Please provide:

order number;
description of the issue;
photographs or video where appropriate;
any other information reasonably necessary to assess the complaint.

10. Legal Guarantee of Conformity

Consumers benefit from mandatory statutory protection concerning the conformity of goods.

For new goods, EU consumer law provides a minimum two-year legal guarantee of conformity from delivery, subject to applicable national law.

If a product is defective or does not conform to the contract, the customer may be entitled to statutory remedies such as repair or replacement and, where legally applicable, a price reduction or refund.

The appropriate remedy depends on the circumstances and applicable law.

The legal guarantee is a statutory consumer right and is separate from any manufacturer's or seller's commercial warranty.

A commercial warranty cannot reduce or replace mandatory statutory consumer rights.

11. Defective Product Returns

Where a product is defective or does not conform to the contract and the customer is entitled to a statutory remedy, NAPKOR will bear the applicable return and related costs where required by law.

Customers should contact NAPKOR before returning a defective product so that we can provide appropriate instructions.

12. Normal Wear and Tear and Improper Use

Statutory conformity rights do not generally cover damage caused solely by normal wear and tear, misuse, accident, improper assembly, unauthorised modification or failure to follow manufacturer instructions, to the extent permitted by applicable law.

This does not limit any statutory rights that cannot legally be excluded.

13. Bicycle-Specific Returns

Bicycles and bicycle components should be returned in a condition that allows their characteristics and functioning to be assessed.

Customers exercising the 14-day withdrawal right should limit handling to what would reasonably be possible in a physical shop.

In particular, customers should avoid:

riding the bicycle outdoors;
causing scratches or other damage;
modifying components;
installing additional equipment;
making permanent adjustments;
removing protective or identifying elements unnecessarily.

Where such handling causes a loss in value beyond what is necessary to inspect the product, the customer may be liable for that diminished value under applicable law.

This does not affect rights relating to defective or non-conforming goods.