Support and FAQ
Quick answers for the order portal
Prepare the request number, phone number, or company IČO. This helps staff find the correct record faster.
Fast support
Need help with a specific request?
Formal support and complaints
Email info@megamart.cz with the order number, contact details, problem description, and requested outcome. Receipt and outcome of a consumer complaint will be confirmed as required by law.
- Complaints and withdrawals follow the Order Policy and mandatory consumer rights.
- A regulatory report differs from resolving a private dispute; consumers can use ČOI ADR.
- The EU ODR platform has been discontinued, so customers are not directed to the obsolete portal.
What to remember
A submitted request is not an automatically confirmed order.
Staff confirms availability, quantity, price, and handoff.
Online payment is not active yet.
At pickup, inspect products before accepting them.
Pickup inspection does not remove statutory rights concerning hidden defects.
Useful pages
Who can see prices?
Logged-in customers can see prices. Business/wholesale customers must match the customer database records.
What if I cannot log in?
Check email, phone, or IČO/DIČ. If the details still do not match, contact Mega Mart by phone.
Do I need an account to browse?
No. The public catalog can be browsed without an account, but prices and ordering require login.
Is a submitted request a final order?
No. Staff must review it first. Quantity, price, and handoff are confirmed afterward.
Why don’t you show exact stock?
Stock changes during the day. We show practical ranges such as >100 pcs, >50 pcs, or low stock.
What does Request availability mean?
For sold-out products, you can send the desired quantity. Staff checks if and when the item can become available.
Can I order single pieces and full cases?
Yes, depending on the product. Some items support single pieces; others are normally ordered by pack or case.
How are prices displayed?
After login, the site shows the price applicable to your account. A Mega Mart staff member confirms the final price before the order is approved.
Will there be bulk discounts?
The platform supports promotional and bulk discounts. Specific rules are configured by the administrator.
When will goods be ready?
The usual estimate is within 10 days. Staff always confirms readiness.
Do I pay online when submitting?
No. The website does not collect online payment or deposits yet. Payment is arranged after staff confirmation.
Is free delivery guaranteed?
Not automatically. Free delivery may be promotional, but final terms are confirmed by staff.
How do I submit a defect complaint?
Email info@megamart.cz or visit the store with contact details, order number/proof, defect description, when it appeared, and the requested remedy. Consumer complaints are resolved within 30 days unless a longer period is agreed.
Can a consumer return an online purchase within 14 days?
Where the contract was actually concluded at a distance and no statutory exception applies, a consumer normally has 14 days from receipt. Store pickup alone does not remove that right. See the Order Policy.
What if we cannot resolve a dispute?
A consumer may use ADR at the Czech Trade Inspection Authority (ČOI), adr@coi.gov.cz, coi.gov.cz/informace-o-adr/. Please first try to resolve the issue directly with Mega Mart.
Do consumer rules apply to B2B purchases?
Not automatically. A purchase made for business purposes follows the B2B agreement and Czech law. The transaction’s actual purpose is decisive.