Refund policy

Returns, exchanges and claims

Effective from 16 September 2026 (last amended 8 October 2026). This page summarises the rules from our Terms and Conditions (Articles 7 and 8); in case of doubt, the Terms and Conditions prevail.

Withdrawal within 14 days

Right of withdrawal. As a consumer, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you or a third party other than the carrier and indicated by you acquire physical possession of the goods. If several items ordered in one order are delivered separately, the withdrawal period expires 14 days after the day on which you acquire physical possession of the last item. You may also withdraw before you receive the goods.

To exercise the right of withdrawal, you must inform PIKASTORE s.r.o., Rybná 716/24, Staré Město, 110 00 Prague 1, Czech Republic, phone +420 775 942 931, e-mail vraceni@pikastore.cz, of your decision to withdraw from this contract by an unequivocal statement (e.g. by e-mail). You may use the model withdrawal form, but it is not obligatory.

You can also withdraw online: in your customer account at account.pikastore.cz, open the order and start a return. If you use this option, we will confirm receipt of your withdrawal statement in text form (by e-mail) without undue delay, including its content and the date and time it was sent.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods to PIKASTORE s.r.o., Žižkova 149, 282 01 Český Brod, Czech Republic, or to the address on the return shipping label we send you, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

By law, the costs of returning the goods would be borne by you, but we cover them as a benefit. Czech Republic, Slovakia, Poland, Hungary and Romania: start a return in your customer account (or e-mail us at vraceni@pikastore.cz) and we will send you our carrier's shipping label free of charge within 24 hours. From other countries, send the goods back at your own cost with any carrier, and we will reimburse the postage, up to the price of the cheapest standard shipping option, once you send us the tax document (receipt) for the shipment.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

How returns work

1. Log in to your customer account at account.pikastore.cz with the e-mail address used in your order; you will receive a verification code.
2. Open the order, start a return and select the items. If you want an exchange (for example a different size), say so in the note. Instead of the account, you can e-mail us at vraceni@pikastore.cz, or e-mail us the model form below.
3. Pack the goods and send them to us within 14 days of withdrawal: with the label we send you (Czech Republic, Slovakia, Poland, Hungary and Romania), or, from other countries, with any carrier – we reimburse the postage, up to the price of the cheapest standard shipping option, once you send us the tax document (receipt) for the shipment.
4. We refund you within 14 days of receiving your withdrawal, using the same payment method you used. If we do not have the goods back yet, we may wait until they arrive or until you prove you have sent them.

Condition of returned goods

You may inspect and try the goods just as you would in a shop. Please return them complete and, if possible, in the original box. The original packaging and tags are not a condition of the return. If the value of the goods has diminished because they were handled beyond trying them on (for example shoes worn outside or a damaged collector's box), we may claim compensation for the diminished value and deduct it from the refund.

Gift with your order

A free gift with an order (e.g. the Mystery Gift for orders from CZK 3,000) is conditional on the order value. If, after you return goods for a refund of money, the value of the goods you keep (including goods being exchanged and goods returned for store credit) falls below the threshold for the gift, you must return the gift as well, unused and in its original condition, together with the returned goods. If you choose an exchange or store credit, you keep the gift.

Exchanges

Exchanges are an extra service. If the requested item is not available, we will refund you.

Store credit

Instead of a refund of money you can voluntarily choose store credit: we credit your customer account with the value of the returned goods (valid for 6 months from the day it is credited; we e-mail you 30 and 7 days before it expires; until then you can ask for the unused part to be paid out in money by bank transfer) and issue you a personal discount code worth 5% of the price of the goods you actually paid (after discounts, including VAT; excluding shipping and any part paid with a gift card or credit). The code is for you only, single-use, valid for 6 months, cannot be paid out or transferred, and can be combined only with a shipping discount. Credit is tied to your account (the e-mail from the order) and to the market currency (CZK on pikastore.cz, EUR elsewhere). The default remains a refund by the same method you paid with; we add store credit only at your express request. Store credit can also be chosen for a claim resolved by a refund of money or a reasonable discount (you state your choice in the claim form); for a discount, the credit and the bonus are calculated from the amount of the discount granted. Repair and replacement remain unchanged. The full rules are in the Terms and Conditions (Article 10).

Claims (defective goods)

• You can make a claim for a defect within 24 months of receiving the goods. If a defect appears within one year of receipt, the goods are presumed to have been defective upon receipt.
• Make your claim by e-mail at reklamace@pikastore.cz. Your order number, a description of the defect and photos help. We will tell you how to hand the goods over. You send the goods to us at your own cost; if the claim is justified, we reimburse the postage. After the claim is settled, we send the goods back to you at our cost. The claim is made on the day the goods reach us, and we send you a confirmation that day. If we do not need the goods to assess the defect (for example, it is obvious from photos), the claim is made on the day you notify us.
• You can choose between a replacement free of defects and a repair (unless impossible or disproportionately costly). You can ask for a discount or withdraw from the contract if we do not remedy the defect, if it recurs, if it is a material breach, or if it is clear that we will not remedy it within a reasonable time.
• We will settle the claim and inform you no later than 30 days after it was made. We will send you a confirmation of how the claim was settled.
• If your claim is justified, we reimburse costs reasonably incurred, such as postage.
• Wear and tear from normal use is not a defect, nor is damage you caused yourself (for example by improper use, care or modification).

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

Withdrawal from the contract

• To: PIKASTORE s.r.o., Rybná 716/24, Staré Město, 110 00 Prague 1, Czech Republic, e-mail: vraceni@pikastore.cz
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
• Ordered on (*)/received on (*)
• Name of consumer(s)
• Address of consumer(s)
• Date
• Signature of consumer(s) (only if this form is notified on paper)

(*) Delete as appropriate or fill in.

You can send the completed form by e-mail to vraceni@pikastore.cz.

To speed things up, you may add your order number and, if you paid cash on delivery, a bank account number for the refund. This is not a condition of withdrawal.