Claims and Returns

How to Return or Claim Goods

Returning goods or making a warranty claim is simple with us. Below you will find a brief overview of the steps – detailed legal terms and conditions are provided further down this page.

🔁 Returning Goods (without giving a reason)

You can return the goods within 14 days of receipt.
The goods must be unworn, unused, and undamaged.
The goods must be complete, including tags.

⚠️ Warranty Claims (product defect)

If the goods have a manufacturing defect or any other issue, you can file a warranty claim.
Send the goods to us along with a brief description of the defect.
If there is obvious damage or a manufacturing defect, please contact us and send photo documentation. If the situation allows, we will attempt to resolve the claim remotely without the need to return the goods and send you a new piece (only possible in certain cases).
We will process the claim no later than within 30 days (usually much sooner).

📦 How to Send Goods Back

Recommended option – free of charge via Packeta

In the package with your order, you will find a return shipping label; we include it automatically in every order.
If you do not have the label, use the code 91393447 at any Packeta pick-up point.
The label will be printed for you directly on-site.
You can also use the "Between-Us" service via the Packeta app.

Alternatively, you can send the goods via mail or courier to the following address:

WARAGOD s.r.o.
Murgašova 2
949 01 Nitra, Slovakia

Please send shipments without cash on delivery (COD) – we do not accept COD shipments.

Customer Center

Email: info@katsudo.sk

Complaints Procedure

WARAGOD s.r.o.
ID (IČO): 47056827
Bratislavská 9, 949 01 Nitra, Slovakia
Registered in the Commercial Register of the Slovak Republic
(hereinafter referred to as the "Seller")

Return address for shipping goods:
WARAGOD s.r.o.
Murgašova 2
949 01 Nitra, Slovakia

This Complaints Procedure has been drawn up in accordance with:

Act No. 108/2024 Coll. on Consumer Protection,
Act No. 40/1964 Coll. Civil Code,
Directive (EU) 2019/771 of the European Parliament and of the Council.

1. General Provisions

1.1. This Complaints Procedure governs the conditions, method, and place for filing warranty claims for defects in goods purchased through the Seller's online store.

1.2. The Complaints Procedure applies exclusively to consumers within the meaning of Section 2 of Act No. 108/2024 Coll.

2. Liability for Defects

2.1. The Seller is responsible for ensuring that the goods are free from defects upon receipt and have the characteristics agreed upon in the purchase contract or usual for the given type of goods.

2.2. The Seller is liable for defects that occur in the goods within a period of 24 months from receipt by the consumer.

2.3. The Seller is not liable for defects caused by:

incorrect use or maintenance,
normal wear and tear,
defects of which the consumer was warned in advance and for which a discount was provided.

3. Place and Method of Filing a Claim

3.1. The consumer may file a claim:

by email at info@katsudo.com, or
by sending the claimed goods to the return address listed above.

3.2. For a correct and fast assessment of the claim, we recommend sending the claimed goods clean and complete (including accessories), as far as possible given the nature of the defect.

3.3. We do not accept COD (Cash on Delivery) shipments. We recommend sending the claimed goods via a method that allows shipment tracking; insurance of the shipment is at the consumer's discretion.

3.4. To process the claim as quickly as possible, please include:

proof of purchase (invoice / order confirmation / order number),
a brief description of the defect (when and how it manifested),
contact details (first and last name, email, phone number).

3.5. A claim is considered filed on the day the notice of the claim (e.g., via email) is delivered to the Seller. If delivery of the claimed goods is necessary to assess the defect, the period for processing the claim begins on the day the claimed goods are delivered to the Seller.

3.6. The Seller shall promptly send the consumer a confirmation of receipt of the claim (electronically), which usually contains: the date of receipt, identification of the claimed goods, description of the defect, and the requested method of settlement.

4. Consumer Rights in Case of a Claim (Liability for Defects)

4.1. If the goods have a defect, the consumer has the right to choose the remedy:

replacement of the goods, or
repair of the goods.

The consumer may not choose a method that is impossible or which, compared to the other method, would cause disproportionate costs to the Seller (e.g., replacement of the entire product for a minor repairable fault).

4.2. The Seller may refuse to remedy the defect (both repair and replacement) if these methods are not possible or would require disproportionate costs. In such a case, the rights under point 4.3 shall apply.

4.3. The consumer has the right to a reasonable discount on the purchase price or to withdraw from the contract (refund) in the following cases:

the Seller has not repaired or replaced the goods within a reasonable period, or has refused to do so,
the defect has occurred repeatedly (after repair),
the defect is of a serious nature (prevents use),
it is evident from the Seller's statement or circumstances that the defect will not be remedied within a reasonable period.

4.4. The consumer cannot withdraw from the purchase contract under point 4.3 if the Seller proves that the defect is negligible.

5. Processing of the Claim

5.1. The Seller shall settle the claim no later than within 30 days in accordance with the relevant legal regulations.

5.2. The consumer will be informed of the result of the claim via email. The Seller will also issue a confirmation of the claim settlement to the consumer (notably the date of settlement and the method of settlement).

5.3. In the event that the claim is accepted, the Seller shall bear all reasonable costs associated with the claim.

6. Withdrawal from the Contract Without Giving a Reason

6.1. The consumer has the right to withdraw from the contract without giving a reason within 14 days of receipt of the goods.

6.2. Beyond the statutory period, the Seller provides the possibility to return the goods within 30 days, under the conditions stated in the separate Return Policy.

7. Alternative Dispute Resolution

7.1. If the consumer is not satisfied with the way the claim was settled, they have the right to contact the Seller with a request for redress.

7.2. If the Seller does not respond to the request or responds negatively, the consumer has the right to submit a proposal for alternative dispute resolution (ADR) to an ADR entity:

Slovak Trade Inspection (SOI)
www.soi.sk