Order, returns, and complaints policy

1. Seller and contact

The seller is the operator of Mega Mart, business location Libušská 319, Prague 4 – Libuš, 142 00, Czech Republic. Contact: info@megamart.cz, +420 792 397 143.

Mandatory Czech and EU consumer rights always prevail over conflicting wording in these terms.

2. Business customer and consumer

• A B2B customer buys in connection with business activity; the commercial agreement, order confirmation, and Czech law apply.
• A consumer is an individual acting outside their trade or profession and receives mandatory consumer protection.
• An IČO or B2B account may indicate a business purchase, but the actual purpose of the transaction is decisive.

3. Order and contract formation

• Catalog listings invite a request and do not guarantee availability.
• Submitting the form creates a request; an automated email only confirms receipt.
• A sales contract is formed only when Mega Mart individually accepts the request and confirms goods, final quantity, price, and handoff, unless expressly agreed otherwise.
• Customers can review and correct data before submission and should contact us promptly for changes or cancellation afterward.

4. Availability, packs, and price

Stock, images, descriptions, packs, and totals may be indicative and change during the day. Mega Mart verifies final terms before accepting a request.

• Final price, delivery, and additional charges are communicated before contract formation.
• For an obvious technical or pricing error, Mega Mart offers corrected terms before acceptance; no corrected order is confirmed without customer agreement.
• A request may be declined before acceptance for lack of stock, damage, legal restrictions, suspected abuse, or inability to supply the quantity.

5. Regulated goods and age

Adult-only goods are sold and handed over only to persons meeting legal age requirements. Mega Mart may verify age and refuse sale or handoff where age cannot be verified or the law prohibits the sale.

6. Payment, pickup, and delivery

• Submitting a request creates no online payment or duty to pay an unconfirmed amount.
• Payment follows the accepted confirmation and agreed method. The website currently does not process card data.
• Pickup occurs only after Mega Mart confirms readiness. Time, place, carrier, and delivery costs are confirmed separately.
• Customers should inspect package count and visible damage at handoff; this does not limit rights concerning hidden defects.

7. Consumer 14-day withdrawal

Where a consumer contract is concluded at a distance, the consumer normally has 14 days from receipt to withdraw without giving a reason. The method of contract formation matters, not whether the goods were later collected in person.

Send an unequivocal statement to info@megamart.cz or the store address and return goods without undue delay, no later than 14 days after withdrawal. The consumer bears direct return costs unless Mega Mart states otherwise in advance.

• Model statement: product, order number, ordered/received date, name, address, date, and signature for paper notices.
• The consumer is responsible for diminished value caused by handling beyond what is necessary to establish the nature and characteristics of goods.
• Statutory exceptions may cover perishables, personalized goods, or sealed health/hygiene goods after unsealing; exceptions are assessed for the specific item.
• Refunds follow statutory method and timing; where permitted, the seller may wait for returned goods or proof of dispatch.

8. Defects and complaints

Submit a complaint at info@megamart.cz or the store with contact details, order number/proof, defect description, when it appeared, and requested remedy.

• Consumers receive all statutory rights for defective performance.
• Consumer complaints are acknowledged and resolved without undue delay, no later than 30 days unless a longer period is agreed.
• Depending on the defect, repair, replacement, price reduction, or withdrawal may apply in the statutory order and conditions.
• B2B defects and deadlines follow the commercial agreement and applicable law; the consumer 30-day deadline does not automatically apply.

9. Liability

Mega Mart is not responsible for damage after risk passes that is caused by customer transport, misuse, improper storage, third parties, or ordinary wear. This does not exclude liability for defects existing at handoff or liability that cannot legally be limited.

Nothing excludes liability for intent, gross negligence, or another case where limitation is prohibited.

10. Consumer ADR

If a consumer dispute cannot be settled directly, the consumer may apply to the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2, adr@coi.gov.cz, coi.gov.cz/informace-o-adr/.

The EU ODR platform has been discontinued; Czech consumer disputes can use ČOI ADR. The right to go to court remains unaffected.

11. Governing law and changes

Czech law applies. This does not remove mandatory protections provided by the law of a consumer’s habitual residence where applicable. The version supplied before contract formation governs that transaction.