Terms and Conditions

GDPR – Information on Personal Data Processing

General Terms and Conditions

I. Basic Provisions

1. These General Terms and Conditions (the “Terms and Conditions”) are issued pursuant to Section 1751 et seq. of Act No. 89/2012 Coll., the Civil Code (the “Civil Code”)
 

KeramikCZ s.r.o.

Company ID: 28986261

VAT ID: CZ28986261

registered office: Sportovní 1029, 28911 Pečky

registered with the Municipal Court in Prague, Section C, File 157969

contact details:

correspondence address: Kolbenova 601/24, 190 00 Prague 9

e-mail: info@keramik.cz, objednavky@keramik.cz

telephone: +420 283 891 990, +420 702 195 850

web: www.keramik.cz

(the “Seller”)

2. These Terms and Conditions govern the mutual rights and obligations of the Seller and a natural person entering into a purchase contract outside their business activities as a consumer, or in the course of their business activities (the “Buyer”), through the website interface at keramickecentrum.cz (the “Online Shop”).
3. The Terms and Conditions form an integral part of the purchase contract. Any differing provisions in the purchase contract take precedence over these Terms and Conditions.
4. These Terms and Conditions and the purchase contract are concluded in Czech.
 

II. Information about Goods and Prices

1. Information about the goods, including individual prices and main characteristics, is provided for each item in the Online Shop catalogue. Prices include value added tax, all related charges and the cost of returning goods that, by their nature, cannot be returned by normal post. Prices remain valid while displayed in the Online Shop. This does not prevent a purchase contract being concluded on individually agreed terms.
2. All presentations of goods in the Online Shop catalogue are for information only, and the Seller is not obliged to conclude a purchase contract for those goods.
3. The Online Shop publishes information about packaging and delivery costs. The packaging and delivery costs shown apply only to delivery within the Czech Republic.
4. Discounts on the purchase price cannot be combined unless the Seller and Buyer agree otherwise.

III. Orders and Conclusion of the Purchase Contract

1. The Buyer bears any costs incurred in using distance communication in connection with concluding the purchase contract, including internet connection and telephone call costs. These costs do not differ from the basic rate.
2. The Buyer orders goods in the following ways:
● through their customer account, if previously registered in the Online Shop,

● by completing the order form without registration.

3. When placing an order, the Buyer selects the goods, quantity, payment method and delivery method.
4. Before submitting the order, the Buyer can check and change the information entered. The Buyer submits the order by clicking “Submit order”. The Seller considers the information in the order correct. A valid order requires all mandatory fields to be completed and the Buyer's confirmation that they have read these Terms and Conditions.

5. Immediately after receiving the order, the Seller sends acknowledgement of receipt to the email address provided by the Buyer. This acknowledgement is automatic and does not constitute conclusion of the contract. The Seller's current Terms and Conditions are attached. The purchase contract is concluded only when the Seller accepts the order. Notice of acceptance is sent to the Buyer's email address. Immediately after receiving the order, the Seller sends acknowledgement of receipt to the email address provided by the Buyer. This acknowledgement constitutes conclusion of the contract. The Seller's current Terms and Conditions are attached. The purchase contract is concluded when the Seller confirms the order to the Buyer's email address.

6. If the Seller cannot meet a requirement in the order, the Seller sends an amended offer to the Buyer's email address. This is a new proposal for a purchase contract, which is then concluded when the Buyer confirms acceptance to the Seller's email address stated in these Terms and Conditions.
7. All orders received by the Seller are binding unless the original order conditions have changed. The Buyer may cancel an order until notice of the Seller's acceptance is delivered to the Buyer. Cancellation may be made by telephone or email using the Seller's contact details in these Terms and Conditions.
8. If an obvious technical error by the Seller results in an incorrect price in the Online Shop or during ordering, the Seller is not obliged to supply the goods at that clearly incorrect price, even if an automatic acknowledgement has been sent under these Terms and Conditions. The Seller informs the Buyer without undue delay and emails an amended offer. This is a new proposal for a purchase contract, concluded when the Buyer emails acceptance to the Seller.
 

IV. Customer Account

1. Registration in the Online Shop enables the Buyer to access a customer account and place orders through it. The Buyer may also order without registration.
2. When registering an account and ordering goods, the Buyer must provide complete, correct and truthful information. The Buyer must update account information whenever it changes. The Seller considers the information provided in the account and orders correct.
3. Access to the customer account is secured by a username and password. The Buyer must keep confidential the information needed to access the account. The Seller is not liable for misuse of the account by third parties.
4. The Buyer may not allow third parties to use the customer account.
5. The Seller may cancel the account, particularly if the Buyer has not used it for a long time or breaches obligations under the purchase contract or these Terms and Conditions.
The Buyer acknowledges that the account may not be continuously available, particularly because of necessary maintenance of the Seller's or third parties' hardware and software.
 

V. Payment Terms and Delivery

1. The Buyer may pay the price of the goods and any delivery costs under the purchase contract in the following ways:
● by bank transfer to the Seller's account number:

43-5911390217 / 0100 held with Komerční banka.

IBAN CZ5301000000435911390217, SWIFT: KOMBCZPPXXX

● by online payment card through the GB Webpay payment gateway

● in cash on delivery when the goods are handed over,

● in cash or by payment card when collecting at Keramické centrum, Kolbenova 24, Prague 9

● in cash at these premises:

Pottery Supplies, Olomoucká 146, Brno-Černovice,

Pečky warehouse store, Sportovní 1029, Pečky

2. Together with the purchase price, the Buyer must pay the agreed packaging and delivery costs. Unless expressly stated otherwise below, references to the purchase price also include delivery costs.
3. Cash payments are due on receipt of the goods. Non-cash payments are due within 5 days of conclusion of the purchase contract.
4. When paying through a payment gateway, the Buyer follows the relevant electronic payment provider's instructions.
5. For non-cash payments, the Buyer's obligation to pay is fulfilled when the relevant amount is credited to the Seller's bank account.
6. The Seller does not require any advance deposit or similar payment. Payment of the purchase price before dispatch is not a deposit.
7. Under the Act on Registration of Sales, the Seller must issue the Buyer a receipt and register the payment online with the tax authority, or within 48 hours in the event of a technical failure.
8. Goods are delivered to the Buyer:
● at the address specified by the Buyer in the order

● by personal collection at the Seller's premises.

9. The delivery method is selected when ordering.
10. Delivery costs, depending on the dispatch and collection method, are stated in the Buyer's order and the Seller's confirmation. If transport is arranged at the Buyer's special request, the Buyer bears the risks and any additional costs associated with that method.
11. If the purchase contract requires the Seller to deliver to a location specified in the order, the Buyer must accept delivery there. If, for reasons attributable to the Buyer, repeated delivery or a different delivery method is necessary, the Buyer must pay the costs of repeated delivery or the alternative method.
12. On receiving goods from the carrier, the Buyer must check the packaging for damage and immediately report any defects to the carrier. If the packaging shows signs of unauthorised access to the shipment, the Buyer need not accept it.
13. The Seller issues a tax document, an invoice, enclosed with the goods or sent to the Buyer's email address.
14. Ownership passes to the Buyer upon full payment of the purchase price, including delivery costs, but no earlier than receipt of the goods.
15. The risk of accidental destruction, damage or loss passes to the Buyer upon receipt, or when the Buyer was obliged to accept delivery but failed to do so contrary to the purchase contract.

16. Gift vouchers are valid for 180 days from purchase.

VI. Withdrawal from the Contract

1. A Buyer who concluded the purchase contract outside their business activities as a consumer has the right to withdraw from it.
2. The withdrawal period is 14 days, and withdrawal may be submitted through the  web form
● from the date of receipt of the goods,

● from receipt of the final delivery if the contract concerns several types of goods or delivery in several parts,

● from receipt of the first delivery if the contract concerns regular recurring deliveries.

3. Among other cases, the Buyer cannot withdraw from a purchase contract
● for services fully performed with the Buyer's prior express consent before expiry of the withdrawal period, where the Seller informed the Buyer before conclusion that no withdrawal right would apply in that case,

● for goods or services whose price depends on financial market fluctuations beyond the Seller's control that may occur during the withdrawal period,

● for alcoholic beverages deliverable only after thirty days and whose price depends on financial market fluctuations beyond the Seller's control,

● for goods customised to the Buyer's wishes or personal requirements,

● for perishable goods or goods irreversibly mixed with other goods after delivery,

● for sealed goods removed from their packaging by the Buyer that cannot be returned for hygiene reasons,

● for audio or video recordings or computer software where the original packaging has been opened,

● for newspapers, periodicals or magazines,

● for digital content not supplied on a tangible medium, supplied with the Buyer's prior express consent before expiry of the withdrawal period, where the Seller informed the Buyer before conclusion that no withdrawal right would apply in that case,

● in other cases listed in Section 1837 of the Civil Code.

4. To meet the withdrawal deadline, the Buyer must send the withdrawal notice within the withdrawal period.
5. The Buyer may use the model withdrawal form provided by the Seller. The Buyer sends the notice to the Seller's email or correspondence address stated in these Terms and Conditions. The Seller promptly acknowledges receipt of the form.
6. A Buyer who withdraws must return the goods to the Seller within 14 days of withdrawal. The Buyer bears the return costs, including where the nature of the goods prevents return by normal post.
7. If the Buyer withdraws, the Seller refunds all payments received, including delivery costs, without delay and no later than 14 days after withdrawal, using the same payment method. A different method may be used only with the Buyer's agreement and without additional costs to the Buyer.
8. If the Buyer chose a delivery method other than the cheapest offered by the Seller, the Seller refunds delivery costs only up to the cost of the cheapest offered method.
9. Following withdrawal, the Seller need not refund payments until the Buyer returns the goods or provides proof that they have been sent to the Seller.
10. The Buyer must return the goods undamaged, unworn and clean, in their original packaging if possible. The Seller may unilaterally offset a claim for damage to the goods against the Buyer's claim for a refund.
11. The Seller may withdraw because stock has sold out, goods are unavailable, or the manufacturer, importer or supplier has stopped production or import. The Seller promptly informs the Buyer at the email address in the order and, within 14 days of notification, refunds all payments received under the contract, including delivery costs, using the same method or a method specified by the Buyer.
 

VII. Rights Arising from Defective Performance

1. The Seller is responsible for ensuring that goods are free of defects on receipt. In particular, at the time the Buyer receives them,

● the goods have the agreed properties or, if none were agreed, the properties described by the Seller or manufacturer or reasonably expected by the Buyer given the nature of the goods and their advertising,

● the goods are suitable for the purpose stated by the Seller or the normal purpose of goods of that kind,

● their quality or design matches the agreed sample or model, where quality or design was determined by that sample or model,

● the goods are supplied in the appropriate quantity, measure or weight, and

● the goods meet statutory requirements.

2. The Seller's obligations concerning defects extend at least as far as the manufacturer's obligations. Otherwise, the Buyer may claim for a defect in consumer goods arising within twenty-four months of receipt.

3. If the goods, packaging, accompanying instructions or advertising specify a period of usability in accordance with other legislation, the quality warranty provisions apply. Under a quality warranty, the Seller undertakes that the goods will remain suitable for their normal purpose or retain their usual properties for a specified period. Where the Buyer justifiably reports a defect, the period for exercising defect rights and the warranty period are suspended while the Buyer cannot use the defective goods.

4. The preceding paragraph does not apply to defects for which a lower price was agreed, ordinary wear, defects in used goods corresponding to their prior use or wear on receipt, or cases arising from the nature of the goods. The Buyer has no defect rights if they knew of the defect before receipt or caused it themselves.

5. If a defect occurs, the Buyer may submit a complaint and request

● replacement with new goods,

● repair,

● an appropriate price reduction,

● withdrawal from the contract.

6. The Buyer may withdraw

● if the goods have a substantial defect,

● if repeated defects after repair prevent proper use,

● if the goods have multiple defects.

7. A breach is substantial if the breaching party knew or must have known when concluding the contract that the other party would not have contracted had it foreseen the breach.

8. For a defect constituting a non-substantial breach, whether remediable or not, the Buyer may request removal of the defect or an appropriate price reduction.

9. If a remediable defect recurs after repair, usually a third complaint for the same defect or a fourth for different defects, or the goods have multiple defects, usually at least three simultaneously, the Buyer may request a price reduction, replacement or withdrawal.

10. When submitting a complaint, the Buyer must state the remedy chosen. The choice may be changed without the Seller's consent only if a requested repair proves impossible. If the Buyer does not choose a remedy for a substantial breach in time, the rights are the same as for a non-substantial breach.

11. If repair or replacement is impossible, the Buyer may withdraw and request a full refund of the purchase price.

12. If the Seller proves that the Buyer knew of the defect before receipt or caused it themselves, the Seller need not uphold the claim.

13. Discounted goods cannot be complained about on the grounds for which the discount was granted.

14. The Seller must accept complaints at any establishment where this is possible, including its registered office or place of business. The Seller must give written confirmation of when the claim was made, its content and the requested remedy, and confirmation of the date and manner of settlement, including any repair and its duration, or written reasons for rejection.

15. The Seller or an authorised employee decides on the complaint immediately, or within three working days in complex cases. This excludes time reasonably needed for expert assessment according to the product or service. The complaint, including remedying the defect, must be resolved without delay and within 30 days of submission unless a longer period is agreed. Failure to meet this deadline constitutes a substantial breach, entitling the Buyer to withdraw. A complaint is submitted when the Seller receives the Buyer's declaration exercising defect rights.

16. The Seller informs the Buyer of the outcome in writing.

17. The Buyer has no defect rights if they knew of the defect before receipt or caused it themselves.

18. For a justified complaint, the Buyer may recover reasonably incurred costs associated with the claim. This right must be asserted with the Seller within one month after expiry of the warranty period; otherwise a court may refuse to award it.

19. The Buyer chooses the remedy requested.

20. The parties' rights and obligations concerning defects are governed by Sections 1914–1925, 2099–2117 and 2161–2174 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection.

VIII. Correspondence

1. The parties may deliver all written correspondence to each other by email.
2. The Buyer sends correspondence to the Seller's email address in these Terms and Conditions. The Seller sends correspondence to the address in the Buyer's account or order.
 

IX. Personal Data

1. All information provided by the Buyer when dealing with the Seller is confidential and will be treated accordingly. Without written permission, the Seller uses it only to perform the contract, except that commercial communications may be sent to the Buyer's email address where permitted by law unless expressly refused. These communications may concern only similar or related goods and can be unsubscribed from easily at any time by letter, email or the link in the communication. The email address is retained for this purpose for 3 years after the parties' last contract.
2. Further information about personal data protection is available in the Privacy Policy GDPR
 

IX. Out-of-Court Dispute Resolution

1. The Czech Trade Inspection Authority, Štěpánská 567/15, 120 00 Prague 2, Company ID 000 20 869, https://adr.coi.cz/cs, is competent for out-of-court resolution of consumer disputes arising from the purchase contract. The online dispute resolution platform at http://ec.europa.eu/consumers/odr may be used for disputes between the Seller and Buyer arising from the purchase contract.
2. The European Consumer Centre Czech Republic, Štěpánská 567/15, 120 00 Prague 2, http://www.evropskyspotrebitel.cz, is the contact point under Regulation (EU) No. 524/2013 of the European Parliament and Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC.
3. The Seller is authorised to sell goods under a trade licence. The competent trade licensing authority supervises trading within its remit. The Czech Trade Inspection Authority also supervises compliance with Act No. 634/1992 Coll., on Consumer Protection, within its prescribed scope.
 

X. Final Provisions

1. All arrangements between the Seller and Buyer are governed by Czech law. If the purchase contract involves an international element, the parties agree that Czech law governs the relationship. Mandatory consumer rights are unaffected.
2. The Seller is not bound by any code of conduct in relation to the Buyer within the meaning of Section 1826(1)(e) of the Civil Code.
3. All rights to the Seller's website, particularly copyright in its content, including layout, photographs, films, graphics, trademarks, logos and other content and elements, belong to the Seller. Copying, modifying or otherwise using the website or any part without the Seller's consent is prohibited.
4. The Seller is not responsible for errors caused by third-party interference with the Online Shop or its use contrary to its intended purpose. The Buyer must not use procedures that could adversely affect its operation, or perform activities enabling unauthorised interference with or use of its software or other components by the Buyer or third parties, or use the Online Shop, its parts or software contrary to their intended purpose.
5. The Buyer assumes the risk of a change in circumstances under Section 1765(2) of the Civil Code.
6. The Seller archives the purchase contract, including these Terms and Conditions, electronically; it is not accessible.
7. The Seller may amend or supplement these Terms and Conditions. Rights and obligations arising while an earlier version was effective are unaffected.
8. A model withdrawal form is attached to these Terms and Conditions.
 

Terms and Conditions updated 9 January 2026

Appendix:

Contract Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract. Print and sign it, then send a scan to the email address below, or enclose it with the returned goods.)