1. Introduction

Your satisfaction is our priority. If you are not satisfied with your purchase, we are happy to offer you the option to return the goods and receive a refund in accordance with the following terms and conditions.

2. Conditions for Returning Goods

Return Period: Goods may be returned within 14 days of delivery of the last item in the order.

Condition of Goods: Goods must be undamaged, unused, and in their original packaging, including all accessories and labels.

Proof of Purchase: Proof of purchase (invoice or order confirmation) must be provided in order to process the return.

3. Return Procedure

Contact Us: Before returning any goods, please contact us at info@katprotection.com and provide details of your order and the reason for the return.

Sending the Goods Back: Once the return has been approved, we will provide you with instructions for sending the goods back. The customer is responsible for the shipping costs associated with returning the goods unless otherwise agreed.

Return Address:
Chotutická 519/7
Prague 10
KAT Protection store

4. Refunds

Refund Method: Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.

Refund Processing Time: Refunds will be processed within 14 business days after receipt and inspection of the returned goods.

Exceptions: If returned goods are damaged, used, or incomplete, we reserve the right to refuse the refund or reduce the amount refunded.

5. Exceptions and Non-Returnable Items

Personalized Goods

Custom-Made or Personalized Goods:
Goods made to order or featuring a custom design cannot be returned unless they are defective or damaged.

Order Cancellation:
Once an order for a personalized product has been paid for and confirmed, it cannot be cancelled or modified. Personalization of the product begins immediately upon receipt of payment.

Refunds:
Due to the unique nature of personalized products, returns or exchanges are not possible unless the product is damaged or defective upon delivery.

Claims Regarding Damaged Goods:
If you receive a damaged or defective product, please contact us no later than 14 days after receiving the shipment and provide a photograph of the product together with a description of the issue. Once the claim has been approved, you will be offered a repair, replacement, or refund.

Refund Exceptions:
Refunds will not be provided solely on the basis of dissatisfaction with the personalization if the personalization was completed in accordance with the customer's order.

Additional Information:
For any questions regarding your order or a claim, please contact us at info@katprotection.com.

These terms and conditions have been prepared with regard to applicable legal regulations and our obligations towards customers. Thank you for your understanding.

Discounted and Sale Items:
Items purchased at a discount or during a sale may be returned, but the refunded amount will correspond to the actual price paid.

6. Defective or Damaged Goods

If you receive defective or damaged goods, please contact us immediately after delivery at info@katprotection.com. We will provide you with instructions on how to return or exchange the goods.

7. Contact

For further information regarding returns and refunds, please contact us at:

E-mail: info@katprotection.com

Address:
Chotutická 519/7
Prague 10
108 00
Czech Republic

COMPLAINTS POLICY

1. Introductory Provisions

This Complaints Policy governs the conditions for making claims regarding defects in goods purchased through our online store. The rights and obligations of the parties concerning defective performance are governed by the applicable legislation, in particular Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”), and Act No. 634/1992 Coll., on Consumer Protection.

2. Warranty Period

The warranty period for all goods sold by us is 24 months unless otherwise stated for a specific product. The warranty period begins from the moment the goods are received by the buyer.

3. Making a Complaint

If goods purchased from us are defective, you have the right to make a complaint without undue delay after the defect becomes apparent.

A complaint may be submitted in one of the following ways:

By e-mail: info@katprotection.com

In writing to:
Chotutická 519/7
Prague 10
108 00
Czech Republic

Please include your order number, a description of the defect, and your contact details in the complaint.

Please send the goods back to our address together with a copy of the proof of purchase and a completed complaint form, which can be downloaded here.

4. Handling of Complaints

We will process the complaint within 30 calendar days from the date on which it is submitted.

We will inform you about the progress of the complaint by e-mail or telephone.

In the event of a justified complaint, you are entitled to replacement of the goods with new goods, repair of the goods, or a refund. The method of resolving the complaint depends on the agreement between the parties.

5. Costs Associated with Complaints

If the complaint is justified, you are entitled to reimbursement of the costs associated with making the complaint, including the postage costs incurred when sending the goods back to us.

In the event of an unjustified complaint, you are not entitled to reimbursement of these costs, and the goods will be returned to you at your expense.

6. Binding Nature of the Order and Uncollected Goods

An order placed through the online store is binding. The purchase agreement is concluded when the order is submitted and subsequently confirmed by the seller.

The buyer undertakes to collect the ordered goods at the selected collection point or to accept delivery in the manner agreed upon.

If the buyer fails to collect the ordered goods, the seller is entitled to cancel the order and charge a handling fee of CZK 100 to cover costs associated with the preparation, storage, and administration of the uncollected order.

This fee will be deducted from the amount refunded to the buyer.

7. Withdrawal from the Contract in the Case of Uncollected Goods

If the buyer withdraws from the contract before taking possession of the goods, the buyer is entitled to a refund of the amount paid in accordance with Section 1829 et seq. of the Civil Code.

However, in accordance with Section 1834 of the Civil Code, the seller reserves the right to offset reasonably incurred costs against the amount to be refunded, in particular the handling fee referred to in the preceding section.

8. Alternative Refund in the Form of a Gift Voucher

In the event of withdrawal from the contract, and subject to the buyer's explicit consent, the amount paid may be refunded in the form of a gift voucher of the same value.

The gift voucher is transferable and valid for 12 months from the date of issue.