Claims procedure

Returns and claims have never been easier! You always have the option to withdraw from the purchase within 60 days, without giving a reason. How to do it?


For standard size products (up to 30 kg and up to 60 cm long)


Fill in the complaint form

Fill in the online complaint form here.


Carefully pack the products you are sending back

Send the claimed goods back to us. We would appreciate if you could include your order number or your name in the package (just write it on a piece of paper) so that we can identify the shipment as quickly as possible.

Pack the product in such a way that it doesn't get damaged during transport. Use newspapers or bubble wrap for more fragile products.


Choose a convenient return method

Choose one of the options below to send the goods back. We will collect the goods free of charge from your home or office, or you can hand them over at one of the delivery points of Zasilkovna, DPD or at one of our stores.

All return options are free of charge.


Please wait for claim resolving

We will resolve your complaint within 30 days. We will do our best to make it as fast as possible. In the cases where we are not dependent on the manufacturer to resolve the claim, you can expect the claim to be processed within one week.

For oversized products (over 30 kg and longest side more than 60 cm)

Fill in the claims form in the same way as for standard size products and contact us in the last step to select shipping.

Contact our customer service team to schedule a pickup date for oversized items.

Returns/complaints - practical information

  • If packaging or products are visibly damaged upon delivery, please take photos before and after unpacking and email them to us within 24 hours at the latest at Alternatively, you can send photos as an attachment when filling in online complaint form.
  • If you are sending back the products in our box, please tear off the original shipping label with the address or stick a new one over it so that the original one is not visible.
  • You can track the status of the return/complaint process in the Retino app. If you have filled in the online return/complaint form, you will get a link to track the status of your case and to direct communication with customer service by email immediately. If you use the printed return form that is attached to each of our orders, you will receive a link to track the status of the return/complaint after the shipment has been delivered to our warehouse.
  • The complaint procedure is part of business conditions.

Choose a convenient return method


Collection from any address by a DPD courier or handover at a DPD Pickup drop-off point

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Book a return pickup online here. If you choose pick up at the selected address, the shipping label will be delivered by the courier.

On the day of collection, you will receive an SMS specifying the time the courier will arrive.

Alternatively, you can bring the package to any DPD Pickup drop-off point. In this case, stick a label on the package. You will receive it by email after you fill in the form.

DPD collection and delivery at the delivery point are free of charge.


Sending by other means

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Send the package by any method to the address:

KULINA Group a.s.
Skladový areál VOLTA REAL
Strojírenská 259/16 155 21 Praha - Zličín


KULINA Group a.s.
Skladový areál VOLTA REAL
Strojírenská 259/16 155 21 Praha - Zličín

(at your own expense)

Send us the shipping receipt to, we will reimburse the money for the shipping.

Returns and complaints - online return forms

In the first step, please select the type of case you wish to open. To do this, you will need the order number and the email you entered when placing the order.


Frequently asked questions

Do I have to return the products at my own expense?

We provide premium services, also when it comes to returning goods. If you choose collection from your address by a DPD courier, leaving the package at a DPD Pickup point, other pick up point or at our store, the return shipping is free for you.
If you decide to use your own courier, send us a copy of the receipt and we will reimburse you for the shipping cost.

How long does it take to process a complaint?

Your complaint will be processed within 30 days from the date of delivery of the claimed goods to our warehouse.

How is the claim processed?

Send the product to us free of charge via a DPD courier or bring it to one of the delivery points of Packeta or DPD.
You can track the status of your claim in the Retino application. After you create a request, you will receive a link together with information about the procedure.

How should I pack the goods for return and what should be in the package?

Send back the goods you want to return, if possible in the original packaging, together with the printed return form that was in the package (or if you no longer have it, just fill in the online version of the form here).
Pack the goods so that they don't get damaged during transport. Use newspaper or bubble wrap for more fragile products.

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