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Shopping FAQ

You can pick up your order at any of the pick-up points and post offices in many countries. It is not possible to send large or heavy orders to pick-up points - you will find more details in the section What are your delivery options and prices?.

You can pay for the goods in the following ways:

  • In cash or by card in-store - you can pay in cash or by card in the MTBIKER centre to one of our cashiers while picking up your order.
  • Cash on delivery - you simply pay the courier in cash or by card when handing over the parcel. Cash on delivery is paid in Your local currency. Not all delivery companies allow cash on delivery payment and some have a limit on the cash on delivery amount - if you cannot select cash on delivery payment in the shopping cart, you must choose another payment option.
  • Wire transfer in EUR currency - after your order is confirmed, you can send the payment to one of our bank accounts:
    • Tatra banka: SK1311000000002944093151
    • VÚB: SK4902000000004384907151
    • Slovenská sporiteľňa: SK0809000000005174782340
    • FIO banka: SK3183300000002801887894

    Bank account numbers, variable symbol and the amount to pay is listed in the e-mail confirming your order. You will be informed via e-mail when the payment comes through, and we will start preparing your order.
  • Card payment - You pay online using your VISA, VISA Electron, MasterCard or Maestro debit card. The payment is immediately credited to our account, which speeds up the dispatch of the order. The payment is processed via GoPay payment gateway on its own secure servers and we never see your card number. Data transfers during payment are always encrypted with the HTTPS protocol, and the payment gateway supports the most modern 3D Secure solution, which guarantees you an above-standard level of payment security.
  • Apple Pay (Apple devices) - you can pay online via Apple Pay (using a saved card in your Wallet app). This type of payment comes through immediately, which speeds up the order shipment.
  • Google Pay (smartphones) - you can pay online via Google Pay. This type of payment comes through immediately, which speeds up the order shipment.
  • TatraPay - you can pay online via your Tatra banka account. This type of payment comes through immediately, which speeds up the order shipment.
  • SporoPay - you can pay online via your Slovenská sporiteľňa account. This type of payment comes through immediately, which speeds up the order shipment.
  • ePlatba VÚB - you can pay online via your VÚB bank account. This type of payment comes through immediately, which speeds up the order shipment.
  • Instalment purchase via Quatro - you can buy goods worth over 200€ from us in instalment payments through the Quatro instalment company. You will find a calculator next to the product which will calculate your instalments. If you want to pay in instalments, select the option "Quatro - purchase in instalments" in the cart. After filling in the order details, you will be redirected to the Quatro server to fill out your personal details for the loan approval. Quatro will contact you within minutes, and if they approve the loan, you can sign an online contract with Quatro. Then we will contact you about your first payment (down payment), and we will start preparing your order.
  • Instalment purchase via Home Credit - you can buy goods worth over 200€ from us in instalment payments through the Home Credit instalment company. You will find a calculator next to the product which will calculate your instalments. If you want to pay in instalments, select the option "Home Credit - purchase in instalments" in the cart. After filling in the order details, you will be redirected to the Home Credit server to fill out your personal details for the loan approval. Home Credit will contact you within minutes, and if they approve the loan, you can sign an online contract with Home Credit. Then we will contact you about your first payment (down payment), and we will start preparing your order.
  • Purchase in deferred payments by Ahoj - you can buy goods worth under 300€ from us in deferred payments through the Ahoj payment system. If you want to buy via Ahoj, select the option "Buy now, pay later" in the cart. Then select if you would like to pay anytime during the next 30 days from the delivery or in 3 payments. After filling in the order details, you will be redirected to the Ahoj server for quick verification, and you can sign an online contract with Ahoj. After those few steps, we will start preparing your order.

The delivery date depends on the availability of goods in the order and the shipment. The estimated delivery date is always displayed in the cart, in the order summary and in the order confirmation e-mail. We can not guarantee this date, but 97% of orders arrive on time, or even earlier than we have notified.

The availability of the goods has the greatest impact on the delivery date. Here is an explanation of the labelling you can find next to every product:

  • In MTBIKER centre 1 - the goods are situated in our MTBIKER centre in Hrádok and are available for immediate pick-up. If the goods need to be shipped, it will happen no later than the next working day after the order has been placed, and it takes up to 24 hours until your order is delivered.
  • In Bratislava showroom 1 - the goods are situated in our store MTBIKER Bratislava and are available for immediate pick-up. If the goods need to be shipped, we will send them back to our warehouse and ship them up to 3 days after the order has been placed.
  • In stock - the goods are situated in our warehouse. If the goods need to be shipped, it will happen no later than the next working day after the order has been placed, and it takes up to 24 hours until Your order is delivered..
  • In 2 - 5 days - the goods are in stock at the supplier, and it takes up to a certain amount of business days until we are able to ship the order or prepare it for pick-up.
  • In 6 - 14 days - the goods are in stock at the foreign supplier, and it takes up to a certain amount of business days until we are able to ship the order or prepare it for pick-up.
  • Upon request - the goods are not in stock at our nor the suppliers' warehouse. If you ask about the product, we can find out its assumed availability, but it can take at least 3 weeks until it arrives. It is better to order available goods.

In case of delivery abroad, it is necessary to count on 1-3 extra business days. You will find out the estimated delivery date after selecting the country of delivery in the cart or in the section "What are your delivery options and prices?".

The number of ordered goods also has an impact on the delivery date. The system calculates the estimated delivery date according to the available number of products in-store, in our warehouse and suppliers' stock. If the desired number of products is unavailable, the delivery date is unknown and will be confirmed by us after ordering the missing products.

1: If the product is labelled as "In-store", it could have been displayed and taken out of its original packaging. But it is always complete and without flaws. If you explicitly wish for an unwrapped product, write it down into the order note, and we will do so if possible. But it could delay the order shipment.

Yes, ordering from us is safe. We use an encrypted SSL connection while processing Your order, so your personal details are safe. If you pay by card, you write down the number in the encrypted payment gateway of VÚB Banka or Global Payments (for Apple Pay/Google Pay), to which we do not have access.

Our portal is verified with an 18-year tradition and an experienced team of people. Your order will be processed as soon as possible. We are available if you have any questions before, during or after shipping the order. We follow the laws of the Slovak Republic, and you have the right to return the goods and for a warranty, as if you bought them in-store. You can find out more below.

Our team will gladly help you. We are available and try to reach back to you immediately as possible every day by e-mail and online or by phone during business days. Any of your questions about the goods or order processing can be answered, mailcontact us.

You can check the current state of your orders in the section shopping_cartYour orders. We will inform you about the state of your order via e-mail - when the order will be shipped, we will send you a link to track your order, and after the order is ready for pick-up, you will get an e-mail and text message notification from us.

You could change or cancel the order if it wasn't shipped. mailContact us , and we'll help you change its status. If you add more products to the order, the delivery date may change.

You can return the ordered goods (the whole order or just some items) without any reason within 30 days from the delivery date, and we will send you the money back within 14 days. You pay the postage costs in this case - if you wish, we can send a courier (in Slovakia, for the cost of 3.99€) or you can send it via Packeta (for a charge of €2.49). The goods must be undamaged, unused, unmounted and put into their original packaging. Anyway, always reach out and mailcontact us and we'll try to help and solve the problem with the goods.

The return has to contain returned goods protocol - found in the section shopping_cartYour orders. Simply find your order and select the option "Returns or warranty claims". If your MTBIKER account is not functional or you don't have any, please use this form.

If you wish to exchange the goods for a different one, create a new order and we will deduct the amount of the returned goods from its amount. In this case, you pay for the postage to and from us.

You can return the goods with a filled out form at MTBIKER centre in Hrádok, MTBIKER showroom in Bratislava or send via courier/postal service to this address:

MTBIKER.shop s.r.o.
Hrádok 225
916 33 Hrádok

We recommend that you insure the returned package up to the value of the returned goods.

If you received a product that wasn't ordered or is damaged, mailcontact us as soon as possible and send us a photo of the goods. If it seems to you that the package is damaged, take a photo before opening it, so we have evidence for the courier company.

You can return the damaged or wrong goods with a filled out form in person at MTBIKER centre in Hrádok, MTBIKER showroom in Bratislava, the local Packeta branch or we can send a courier to your address (only in Slovakia).

The return has to contain returned goods protocol - found in the section shopping_cartYour orders. Simply find your order and select the option "Returns or warranty claims". If your MTBIKER account is not functional or you don't have any, please use this form.

After receiving your return, according to our agreement, we will either send back the correct/undamaged product or send your money back (including shipment if the whole order is returned).

The warranty period is 24 months for all products (unless stated otherwise in the product description) , and it starts from the date mentioned on the invoice of purchase. Your warranty document is the purchase invoice which can be found in the section shopping_cartYour orders.

The warranty doesn't apply to outer damage of the product, defects caused by use contrary to the purpose of the product, defects or damage caused by use contrary to the manufacturer's instructions, minor defects or damage corresponding to normal wear and tear without a relevant effect on the functionality of the goods. Nor to defects or damage caused by the expected (in terms of the purpose for which the goods serve) physical phenomena, natural forces or other undesirable external circumstances.

If you want to claim a warranty, mailcontact us and send a photo of the goods. Then you can either bring the goods in person or send them by post to MTBIKER centre in Hrádok, MTBIKER showroom in Bratislava, the local Packeta branch or we can send a courier to your address (only in Slovakia).

The return has to contain returned goods protocol - found in the section shopping_cartYour orders. Simply find your order and select the option "Returns or warranty claims". If your MTBIKER account is not functional or you don't have any, please use this form.

After receiving the goods, we will send you a written notification about the handling of the complaint within 30 days. If the warranty claim is accepted, we will send you repaired/exchanged identical (without defects) product or a replacement up to the value of the claimed product(only if the product cannot be repaired/replaced, and you will accept this solution). Or we will give your money back, provide a reasonable discount, or we can settle the problem with another mutually acceptable solution. If we won't solve your warranty claim within 30 days, you have a right to withdraw from the contract and get your money back. In case of a recognized warranty claim, you have a right to claim the necessary costs (postage) which arose in connection with the warranty.

If you are claiming the warranty of a product during the first 12 months since the purchase, we can decline only based on professional judgment (regardless of its result, we bear the costs).

If you claim the warranty of a product after 12 months since the purchase and we will decline it, in the written notification of the warranty, there will be information to whom you can send the goods for professional assessment (judicial expert, authorized person, designated person) in order to verify our statement. If the expertise result will be in your favour, you can claim the warranty again, which we can't deny. The warranty period does not expire during the professional assessment. If the goods are sent for the professional assessment to the person assigned by us, then we will cover all the costs related expediently to the warranty claim regardless of the result of the professional assessment. If you won't send the goods for the professional assessment to the person assigned by us, then we will only cover the costs related expediently to the warranty claim in a case where we were responsible for the claimed defect. In this case, we have to cover your costs for the professional assessment and costs related expediently to the warranty claim within 14 days from the date of the claim again.

MTBIKER shop and it's sister project MTHIKER shop is operated by the company MTBIKER.shop s.r.o.. All contact information is to be found in the section mailContacts.

1. Basic provisions

These terms and conditions modify the relations between the contracting parties when concluding a contract of sale between the seller - MTBIKER.shop s.r.o., 225, Hrádok 916 33, Slovakia, ID: 52770222 ("the seller") and the buyer. The subject of this contract is the purchase and sale of products on the seller's internet store website (further as "sellers' online store" or "the sellers' web"). These terms and conditions include warranty claims, payments, administrative and other terms specified in this document, resp. in the section Shopping FAQ and other sections and subpages referred to in this section (further as "business terms and warranty claims")

Supervisory authority

Slovak Trade Inspection (SOI) - Central Inspectorate
Bajkalská 21/A, 827 99 Bratislava 27 (P.O. Box 29)
Slovak Trade Inspection
telephone number 00421 (0)2/ 58 27 21 59
https://www.soi.sk/en/SOI.soi

1.1 Terms and Conditions and warranty terms and conditions are an inseparable part of the contract of sale. Part of the contract are business terms and conditions and warranty terms and conditions valid on the day of the conclusion of the contract.
1.2 Terms and Conditions are governed by the applicable laws of the Slovak Republic.
1.3 Display of the goods on the internet page of the e-shop are illustrative. Parameters of the goods, for example, colour, measurements and other characteristics are specified by the manufacturer. We apologize for any inaccuracies.

2. Form of purchase and sale agreement (ordering goods)

2.1. The proposition of the purchase and sale agreement (further as "the order") is sent by the seller to the consumer in the form of a filled-out order form on the seller's online page. By creating the order, the customer freely and seriously expresses their proposal to the seller while agreeing to specific Terms and Conditions and Return Policy listed in the purchase and sale agreement for the specific ordered goods. And also agreeing to the price, payment, shipment and agreement and administrative terms specified in the order.
2.2. After placing the order, the consumer will receive e-mail notification of order confirmation, which is also the acceptance of the order by the seller. The notification of receipt contains the name and specification of the goods, its final price, method, conditions and price of the selected type of delivery of goods, information on the expected delivery time, address of the place of delivery, details of the seller and other necessary and legally prescribed information.
2.3. In case of failure to deliver the notification of order confirmation within 24 hours, the consumer is required to contact the seller by e-mail.
2.4. The seller informs the consumer about the order status processing by e-mail messages and through the section "Your orders".

3. Obligations of the seller

By concluding the purchase agreement (meaning accepting the order) the seller commits that after a proper payment of the purchase price and accompanying services included in the consumers' order and under these Terms and Conditions, the seller will deliver to the consumer:

  • The goods of the type, number, quality, within the delivery time, to the selected delivery address, in the price and under other terms specified in the accepted order,
  • The goods will be properly packed to prevent damage during transport,
  • Valid tax document - an invoice in an electronic form in the section "Your orders" of the consumer.

The above provisions of this part make the delivery conditional on the previous payment of the purchase price and accompanying services. These are not applicable if the consumer chooses payment terms in the order by cash on delivery or by card/cash on personal pick-up. In this case, the seller commits to deliver the order according to the indents above from the moment accepting the order.

3.2. The seller is not responsible for:

  • Delayed delivery due to fault of postal or delivery service.
  • Late delivery caused by an incorrect recipient address.
  • Damaged by the fault of postal, courier or other delivery services.
  • Possible non-delivery or delayed delivery due to the fault of the manufacturer (supplier) or other unforeseen obstacles.

3.3. The seller is obliged to inform the consumer if the ordered goods are not available according to the provided information on the website. Based on this fact, the consumer has the right to terminate the contract or to change the order (based on an agreement with the seller).

4. Obligations of the consumer

4.1. The consumer is required to:

  • 1. Truthfully and entirely, fill out an order form on the seller's web and provide accurate and correct information to the seller (required in the order form) necessary for concluding the purchase and sale agreement in accordance with the order,
  • 2. Accept the ordered goods, check the integrity of the packaging and in case of any defects, contact the seller immediately and inform them of the identified deficiencies.
  • 3. Pay the purchase price for the goods in the amount and in accordance with the payment terms valid on the day of placing the accepted order and pay the price for delivery of the goods. (possibly for other accompanying services related to the order).

4.2. If the consumer chooses to pay by bank transfer and does not pay the amount stated in the order confirmation within 14 days from the date of acceptance of the order, or if the buyer does not accept the prepared order at the store or collection point within 14 days of preparation for collection, the purchase contract initially cancels (in a case where the consumer provided any financial means before the purchase and sale agreement was cancelled, they will be returned the same way as they were paid to the seller).

4.3. In case the consumer does not pick up the goods (based on the order), the seller reserves the right to claim compensation for damages.

4.4. The consumer accepts the tax document (invoice) in an electronic form stored in the corresponding part of the section "Your orders" and via e-mail to the address listed in the order.

4.5. It applies to all forms of payments (except for delivery on cash or by card/cash on personal pick-up) that the consumer is required to pay in advance. The obligation to pay in advance is deemed as fulfilled at the moment when the financial means are credited to our bank account. In the case of a purchase via an instalment company, is the obligation to pay in advance fulfilled at the moment when the down payment is credited to our bank account.

5. Price of the goods

5.1. The prices listed at the online store are final, including VAT. Price changes are reserved. When ordering goods, the price shown at the time of the order is always valid. It is also listed in the order form and the order confirmation. This price includes stock and individual discounts -therefore, it can change over time..

5.2. An electronic invoice serves as a receipt, warranty and delivery note, which is available in the section "Your orders". The postage is added to the final price of the goods according to the chosen shipping method.

5.3. The seller reserves the right to cancel an order of the goods which was the price significantly different from the standard selling price due to technical error.

5.4. The amounts marked as 'MOC' mean the manufacturer's or official distributor's recommended retail price for Slovakia, or the price of the product at the time of listing, if the recommended retail price is not known.

5.5. If the customer uses a discount voucher, the order amount after application of the voucher must be at least €0.99. If the customer does not use the full value of the discount voucher, he or she may request a new one equal to the unused value of the original..

6. Privacy and personal data protection

6.1. Complete information about privacy and personal information protection can be found in section Privacy.

6.2. If the buyer doesn't already have an account, a part of this contractual relationship between the buyer and the seller, which began based on these terms, is to create a buyer account. User account allows for better management of orders, returns and to contribute to the website of the seller (e.g. via comments, listings or forum discussions). Here you can find Account terms and conditions.

6.3. MTBIKER.shop s.r.o. cannot access information regarding the customer's payment card or payment information that the customer fills out during payment, while using payment service sites. No sensitive information is transferred between the seller and the payment service provider during payment..

7. Dispute resolution

7.1. The buyer - consumer - has the right to contact the seller regarding a complaint, suggestion or request for reparation (via e-mail info@mtbiker.shop) if they are not satisfied with the way in which the seller handled their complaint, order, or if they believe that the seller has violated their rights. If the seller responds to this request in a negative manner or does not respond to it within 30 days of its dispatch, the consumer has the right to file a motion to initiate an alternative dispute resolution to the ADR entity (further as the ADR entity) pursuant to Act 391/2015 Coll. ARS entities are authorities and legal entities according to §3 of Act 391/2015 Coll. The consumer may submit the proposal in the manner specified pursuant to §12 of Act 391/2015 Coll.

7.2. The consumer can also submit a complaint via the European Alternative Dispute Resolution Platform (RSO), available online at. Resolving dusputes online: New platform for consumers and merchants (europa.eu).

7.3. Alternative dispute resolution can only be used by the consumer - a natural person, who does not act within the scope of their business, employment or profession when concluding and fulfilling the consumer contract. The ADR shall not apply to disputes valued at any more than EUR 20. The ADR entity may require the consumer to pay a fee for initiating ADR up to a maximum of EUR 5 with VAT.

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