Returns and Complaints

Returning goods

You may withdraw from the purchase contract without stating any reason within 14 days of receipt of the goods. You can send us a statement of withdrawal from the purchase contract by e-mail to or in writing together with the goods to one of the following addresses:

  • INTREA-PIKO, s.r.o., Radlická 80, 150 00 Praha 5, Czech Republic
  • INTREA-PIKO, s.r.o., Skladový areál Brunka 64, 396 01 Humpolec, Czech Republic


The statement must contain the following information:

  • Your name and surname, email address, phone number, address
  • Information about the purchased goods (name, under which the goods are listed in the e-shop or catalogue, date of order and receipt of goods)
  • Order number
  • Please also include the number of an account, to which we can refund your money, in your statement. Please contact us in advance to arrange an alternative method of refund.

Download a sample withdrawal form here.

We will refund not only the money for the goods but also the cost of delivery, up to a maximum of the cheapest shipping method offered. We will send you the amount no later than 14 days after receipt of your statement of withdrawal from the purchase contract, but not before you return the purchased goods to us. You pay the cost of returning the goods.

You need to send us the goods including a provided gift at your own expense within 14 days of withdrawal from the contract. Returned goods must be undamaged, unused and, if possible, in the original packaging. We cannot accept goods sent by cash on delivery.

If you only wish to exchange the goods, please contact us at or call 737 279 228.



1.1 This Complaints Code of INTREA - PIKO spol. s r.o., with registered office at Sasanková 2657/2, Záběhlice, postcode 106 00 Prague 10, Czech Republic, tax ID ( IČO): 457 98 133, registered in the company register maintained by Prague Municipal Court, section C, file 10313 (“the Seller”), regulates the basic mutual rights and obligations of the Buyer in connection with the exercise of rights arising from defective performance or quality warranty (complaints) when entering into purchase contracts by means of distance communication, in particular through the web interface of the online store at

1.2 This Complaints Code is an inherent part of the Terms and Conditions of the Seller (“TC”) and unless stated otherwise in this document, the terms used here have the same meaning as in the TC. Rights and obligations not treated by this Complaints Code or the TC are governed by the applicable laws. The Buyer is obliged to familiarise himself/herself with this Complaints Code and the TC prior to ordering goods.


2.1 The Buyer is entitled to claim the right from a defect that occurs in the goods within 24 months of receipt of the goods, unless agreed otherwise. The Seller shall be liable to the Buyer for the goods being free from defects upon receipt. In particular, the Seller shall be liable to the Buyer that at the time the Buyer takes over the goods (i) the goods have the characteristics agreed between the parties or described by the Seller or the manufacturer or expected by the Buyer with regard to the nature of the goods, (ii) the goods are fit for the purpose, which the Seller states for their use or for which goods of that kind are usually used, and (iii) the goods comply with the requirements of the law.

2.2 If the Buyer is acting within the scope of his/her business activity when entering in the purchase contract (i.e., if the Buyer is not a consumer), the time limit for exercising rights from defective performance of goods is 12 months.

2.3 If the contract of purchase, the warranty card (conditions), the advertisement or the packaging of the goods specify different lengths of the warranty period, the longest of them shall apply.

2.4 The duration of the quality warranty provided for all scooters and balance bikes is 36 months from the receipt of goods.

2.5 In the event that the goods do not comply with the above requirements, the Buyer is entitled to delivery of new goods without defects, unless this is unreasonable due to the nature of the goods. If the defect relates only to a part of the item, the Buyer may only request replacement of the part; if this is not possible, the Buyer may withdraw from the contract and request a full refund of the purchase price. However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the Buyer has the right to have the defect removed free of charge.

2.6 The Buyer has the right to have new goods delivered or parts replaced even in the case of a removable defect, if the goods cannot be used properly due to the recurrence of the defect after repair or due to a greater number of defects. In this case, the Buyer also has the right to withdraw from the purchase contract.

2.7 If the Buyer does not withdraw from the contract or does not exercise the right to have new goods delivered without defects, to have parts replaced or repaired, he may demand a reasonable discount on the purchase price. The Buyer has a right to a reasonable discount even if the Seller cannot deliver new goods without defects, replace a part of the goods or repair the goods, as well as if the Seller fails to remedy the defect within a reasonable time or if it would cause the Buyer considerable difficulties to remedy the defect.

2.8 If a manufacturing or material defect in the goods is recognized, the goods will be repaired free of charge or the Seller will arrange for the delivery of new goods without defects.


3.1 The provisions set out in this Complaints Code do not apply to goods (i) where the defect has been caused by wear and tear due to normal use, or where this is apparent from the nature of the item (e.g., due to end of life of the goods) (ii) where the defect is already present at the time of acceptance and a discount on the purchase price is agreed for such defect; (iii) where the goods are used and the defect is consistent with the level of use or wear and tear the goods had when the Buyer took them over; (iv) where the defect is caused by the Buyer and has been caused by improper use, storage or improper maintenance contrary to the Seller’s and the manufacturer’s instructions or other intervention by the Buyer or by mechanical damage; or (v) the defect is caused by an external event beyond the Seller’s control.

3.2 The Buyer acknowledges that if the goods are delivered by mail order or other carrier, the Buyer is obliged to check the undamaged packaging of the delivery, adhesive tapes and in case of doubt that the delivery has defects, the Buyer has the right to refuse to accept an incomplete or damaged delivery.

3.3 Claims for goods damaged in transit are governed by the Complaints Code of the carrier and the relevant provisions of the applicable law.


4.1 The Buyer is obliged to point out the defect without undue delay after he has had the opportunity to inspect the goods and could have detected the defect with sufficient care, either by marking the defect or by notifying how it manifests itself; otherwise, he may not be granted the right for defective performance or quality warranty. In particular, the Buyer is obliged to properly inspect the goods for quantitative or qualitative defects before signing the delivery note.

4.2 The Buyer has the right to lodge a claim with the Seller at any of his premises where the acceptance of the claim is possible with regard to the range of goods sold. The Buyer also has the right to file a complaint by mail or electronically at The Buyer is obliged to prove that he is entitled to make a claim, in particular to prove the date of purchase, either by presenting a sales receipt, a warranty certificate, or in another credible way.

4.3 The Seller or his authorized employee is obliged to decide about the complaint within time limits and under the conditions set out by the applicable law..

4.4 The claim, including the removal of the defect, must be settled within time limits set out by the applicable law, unless the Seller and the Buyer agree in the claim report or otherwise on a longer period.


5.1 To make a complaint, the Buyer can use the sample Complaint Form, which is an annex to this Complaints Code.

5.2 The Seller may change or supplement the wording of this Complaints Code at any time. However, this provision does not affect the rights and obligations arising from purchase contracts entered into before the new Complaints Code took effect.

5.3 This Complaints Code comes into force and takes effect on 1st January 2022.


Download here.

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