Terms of service

These Terms and Conditions set out the rules for buying from Unknown Bikes EU. We have kept them as clear as possible – please read them before you place an order.

1. Who We Are

These Terms govern the sale of products between Unknown Group s.r.o. (“Seller”, “we”, “us”), a company registered in the Czech Republic (Company ID 04327896, VAT ID CZ04327896, registered office: Na Kuthence 831/5, 160 00 Prague 6, Czech Republic, registered with the Municipal Court in Prague, file C 245979), and you, the buyer (“Buyer”, “you”).

The Buyer may be a consumer (a natural person acting for purposes outside their trade, business or profession) or a business (a natural or legal person acting for business purposes).

By placing an order, you agree to these Terms, together with our Shipping Policy, our Return and Refund Policy and our Warranty terms as applicable at the time of purchase. More about us: About Us.

2. Key Information Before You Order

• Prices: Prices are final and include VAT. Shipping costs are shown at checkout before you place your order.
• Shipping: Standard shipping is free, with no minimum order value. Express shipping is available for an additional fee where offered. The available options and prices are shown at checkout.
• Payment: The available payment methods are shown at checkout. Payment terms depend on the payment method you choose. We do not offer subscription contracts unless stated.
• Withdrawal: Consumers can withdraw from a purchase within 14 days of receipt (see Section 6).
• Communication costs: No extra charges apply beyond the usual charges of your internet provider.
• Order confirmation: After you place your order, we send you an order confirmation by email. Please keep it for your records.

3. Orders and Contract

• You can place orders through our website.
• By adding items to your cart and completing checkout (including choosing shipping and payment options), you submit an offer to purchase. We confirm acceptance by email, which forms a binding contract.
• You can review and correct your order details before submitting your order. If you notice an error in your order or billing details after ordering, please contact our customer service at info(@) unknownbikes.eu as soon as possible so that we can help.
• If an order is affected by an obvious pricing error, we may cancel it. We will let you know and refund any payment already made.
• Promotional prices are valid while stocks last or for the period stated.

4. Payment and Ownership

The available payment methods are shown at checkout. The goods remain our property until they have been paid for in full.

5. Delivery

• We deliver to the address you provide, using our partner carriers. Delivery countries, shipping options and costs are set out in our Shipping Policy and shown at checkout.
• Delivery times depend on the destination and the shipping method chosen. Public holidays, force majeure or carrier disruptions may cause delays. If your delivery is delayed, please contact us and we will help resolve it. This does not affect your statutory rights, including your rights if delivery does not take place within the agreed or legally required period.
• For consumers, the risk of loss or damage passes to you only when you, or a person you nominate (other than the carrier), take physical possession of the goods.
• Please check deliveries on arrival and let us know about any visible damage or discrepancies as soon as possible, so that we can deal with the carrier more easily. This does not affect your statutory rights.

6. Right of Withdrawal and Refunds

Consumers can withdraw from the contract without giving a reason within 14 days of receiving the goods (or the last item of a delivery in several parts).

To withdraw, send us a clear statement of your decision before this period expires, for example by email to info(@) unknownbikes.eu, via our contact form or by post to our returns address:

Unknown Group s.r.o. – Reklamace
Pražská 54
280 02 Kolín 2
Czech Republic

A model withdrawal form is available, but using it is optional.

If you withdraw, we refund all payments received from you, including the cost of standard delivery if any was charged, without undue delay and no later than 14 days from the day we are informed of your withdrawal.

We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. You pay the direct cost of returning the goods.

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

The right of withdrawal does not apply to goods made to your specifications or clearly personalised.

Full details – including how to return your order, packaging, product condition, refunds and the model withdrawal form – are set out in our Return and Refund Policy.

7. Legal Guarantee and Warranty

Consumers are entitled to the statutory legal guarantee: we are liable for defects (lack of conformity) that become apparent within 24 months of delivery. The legal guarantee does not depend on professional assembly or registration. Normal wear and tear is not a defect. Different terms may apply to business buyers where stated for the product.

Defects: Please tell us about a defect as soon as possible after you discover it, by emailing info(@) unknownbikes.eu with your order number and proof of purchase.

Depending on the defect, you may request repair or replacement and, where applicable law allows, a price reduction or termination of the contract with a refund. We will handle your claim in accordance with applicable law.

Additional Unknown Bikes warranty: In addition to the legal guarantee, Unknown Bikes offers a voluntary additional warranty, including a 5-year frame warranty, on the terms set out on our Warranty page. It does not replace or limit your statutory rights.

8. Personal Data

We process your personal data in accordance with applicable law, including the GDPR. Our Privacy Policy explains what data we collect, why, and how you can exercise your rights.

9. Contact

We accept orders 24/7 through our website. Customer service is provided by email.

10. Dispute Resolution

Please contact us first so that we can try to resolve any issue.

Consumers may also use out-of-court alternative dispute resolution (ADR). In the Czech Republic, the competent ADR body for consumer disputes is the Czech Trade Inspection Authority (Česká obchodní inspekce, www.coi.cz).

This does not affect your right to bring a claim before the competent courts.

11. Final Provisions

These Terms are governed by Czech law. If you are a consumer, this choice of law does not deprive you of the protection of mandatory consumer law provisions that apply to you under applicable EU law, including the law of the country in which you are habitually resident where that law applies.

Nothing in these Terms limits or excludes your statutory rights as a consumer.

In case of any discrepancy between language versions, the English version prevails, to the extent permitted by applicable consumer law. We may update these Terms; the version in force when you place your order applies.

Last updated: 10 October 2026