Terms of service
These terms and conditions apply to purchases made in the online store www.tenpocit.cz. The terms further specify the rights and obligations of the seller and the buyer.
CONTACT DETAILS
Name: tp e-shop s.r.o.
Address: Lublaňská 652/53, 120 00 Praha 2
Company ID: 19720157, VAT ID: CZ19720157
A sole proprietor operating under the Trade Licensing Act, VAT payer.
Phone: 778 515 138
Email: zazij@tenpocit.cz
Contact address, business premises, warehouse: Lublaňská 53, 120 00 Praha 2
Business hours: By appointment (except public holidays)
The seller commits to responding to written or electronic correspondence from the buyer promptly, no later than within three working days.
INFORMATION
The information about goods and prices provided by the seller is binding, except for obvious errors. Prices are presented including all taxes (e.g., VAT) and fees, excluding delivery costs.
Information about the accepted payment methods can be found in the "Everything About Purchasing" section. The seller does not charge any fees depending on the payment method, except for cash on delivery.
According to the Act on Registration of Sales, the seller is obliged to issue a receipt to the buyer. The seller must also register the received revenue with the tax authority online; in case of a technical failure, this must be done within 48 hours.
Acceptance of an offer with an addition or deviation is not considered an acceptance of the offer.
Confirmation of the contract content concluded in a form other than writing, showing deviations from the actual agreed content of the contract, has no legal effect.
Receiving unsolicited performance from the buyer does not mean accepting the offer.
The photographs on the store’s website correspond to the goods sold.
DELIVERY OF GOODS
The seller will deliver the goods to the buyer complete, no later than 5 days from the order confirmation unless another delivery time is specified for the particular product. If the product is marked as "in stock", the seller will ship it no later than 5 working days. The buyer is obliged to accept and pay for the goods. The buyer is advised to inspect the goods as soon as possible upon receipt.
Documents related to the goods, such as the tax invoice, confirmation, and certificates, will be sent to the buyer immediately after the goods are received, no later than three days after receipt of the goods by the consumer.
Upon the buyer's request, the seller will confirm in writing the scope and duration of the buyer's rights related to defective performance and how the buyer can enforce those rights.
The delivery methods and their prices are clearly listed in the "Everything About Purchasing" section.
WITHDRAWAL FROM THE CONTRACT
The buyer may withdraw from the contract within 30 days from the receipt of the goods or the last part of the delivery, regardless of how the goods were received or payment made. This period is meant for the buyer to reasonably familiarize themselves with the nature, properties, and functionality of the goods.
The buyer is also entitled to withdraw from the contract at any time before the goods are delivered.
The buyer must send or hand over the withdrawal from the contract to the seller within the 30-day period. The buyer does not need to state the reason for the withdrawal. For easier communication, it is advisable to include the purchase date, contract number/sales receipt, bank details, and the chosen method for returning the goods in the withdrawal.
The seller is obliged to return the amount fully corresponding to the price of the goods and the paid delivery costs within 14 days from the withdrawal, using the same method as the payment was made. If the seller offers several options for delivery, the seller must reimburse the buyer for the cheapest one. The buyer is required to send or hand over the goods to the seller no later than within the same period. The goods should be returned complete, preferably in the original packaging, and must not show signs of wear or damage. The return shipping costs are borne by the buyer.
If the buyer returns the goods in person at the seller's premises, the seller will return the payment as mentioned above within 7 days from the withdrawal.
If the returned goods are damaged due to the buyer's failure to comply with their duties, the seller has the right to claim compensation for the reduction in value of the goods and offset this against the returned amount.
Exceptions: The right to withdraw from the contract cannot be applied to contracts for the delivery of digital content not delivered on a tangible medium, or for contracts involving the provision of services, provided the service was performed with the explicit prior consent of the buyer before the withdrawal period expired; also, contracts for the delivery of goods modified according to the buyer’s wishes or for personal use, goods that are perishable, goods that have been irrevocably mixed with other goods, or items removed from their packaging for hygiene reasons, and cannot be returned; contracts for the delivery of audio or video recordings or computer programs if the buyer has damaged their original packaging; contracts for the supply of newspapers, magazines, or other periodicals; and contracts for accommodation, transport, catering, or leisure activities provided at a specific time or contracts concluded via public auction according to the law governing public auctions.
RIGHTS AND OBLIGATIONS FOR DEFECTIVE PERFORMANCE
Quality upon receipt
If the received goods have defects (e.g., they do not have the agreed or reasonably expected characteristics, are not suitable for their usual or agreed purpose, are incomplete, do not meet the agreed quantity, size, weight, or quality), they are considered defective, and the seller is responsible for them.
The buyer can claim a free remedy or a reasonable price reduction for defects within two years from receipt, depending on their preference. If the defect cannot be removed without undue delay, the buyer may request the delivery of new goods or a new part without defects.
If repair or replacement of the goods is not possible, the buyer can request a full refund based on withdrawal from the contract.
Within six months from the receipt of the goods, it is presumed that the defect existed at the time of receipt.
The seller is not obliged to meet the buyer’s claim if they prove that the buyer was aware of the defect before receiving the goods or caused it themselves.
For used goods, the seller is not responsible for defects corresponding to the degree of prior use or wear. For items sold at a lower price, the seller is not responsible for defects for which the lower price was agreed. In these cases, the buyer is entitled to a reasonable discount instead of an exchange.
Legal rights for defects
The seller is responsible for defects that arise after the receipt of goods within the 24-month warranty period or the period specified in the advertisement, on the product packaging, or in the instructions.
During this period, the buyer can file a complaint and choose from the following options for significant breaches of the contract:
- Removing the defect by delivering a new product or missing item;
- Free removal of the defect by repair;
- A reasonable discount from the purchase price; or
- Full refund based on withdrawal from the contract.
A significant breach is one where the party violating the contract knew or should have known at the time of the contract that the other party would not have entered into the contract had they anticipated such a breach.
For defects that do not significantly violate the contract, the buyer is entitled to have the defect repaired or a reasonable discount from the purchase price.
If a removable defect recurs after repair (third complaint for the same defect or fourth complaint for different defects) or if the goods have a large number of defects (at least three defects simultaneously), the buyer may request a discount from the purchase price, exchange the goods, or withdraw from the contract.
The seller is not responsible for defects caused by regular wear and tear or failure to follow the instructions.
For selected goods, the seller offers an extended warranty.
For goods priced over 3,000 CZK, the seller will provide the buyer with a free extended warranty lasting at least 36 months.
COMPLAINT HANDLING
The buyer must file the complaint with the seller or the designated repair person without undue delay after discovering the defect. When doing so in writing or electronically, they should provide contact details, a description of the defect, and a request for how the complaint should be resolved.
The buyer is obliged to inform the seller of the selected remedy for the defect or as soon as possible after notifying the defect. Any changes to the selected remedy without the seller's consent are only allowed if the buyer requested a repair that proves to be impossible.
If the buyer does not select their remedy in time for a significant breach, they will have rights as for a non-significant breach.
The buyer must prove the purchase of the goods (preferably by providing proof of purchase). The complaint resolution period begins from the date the goods are handed over to the seller or a designated repair location. The goods should be packed in suitable packaging to avoid damage during transport and should be clean and complete.
The seller is obliged to decide on the complaint promptly, no later than three working days, and inform the buyer if professional evaluation is needed. The seller will resolve the complaint, including removing the defect, without undue delay, no later than 14 days from filing the complaint unless otherwise agreed in writing with the buyer. After this period, the buyer has the same rights as for a significant breach of contract.
If the seller refuses to remedy the defect, the buyer may request a reasonable discount on the price or withdraw from the contract.
The warranty period is extended for the period from the filing of the complaint to its resolution or when the buyer is required to collect the goods. If goods are replaced, the seller’s liability is the same as for the purchase of new goods or parts.
The seller commits to informing the buyer about the resolution of the complaint via email or SMS if requested.
For justified complaints, the buyer is entitled to reimbursement of reasonable costs incurred.
PERSONAL DATA PROTECTION
Information on the protection of personal data can be found on the "Personal Data Protection" page.
DISPUTE RESOLUTION
Disputes between the seller and the buyer are resolved by general courts.
A consumer, according to Act No. 634/1992 Coll. on Consumer Protection, as amended, has the right to extrajudicial resolution of a consumer dispute from a purchase contract or a service contract. The entity authorized to perform extrajudicial dispute resolution is the Czech Trade Inspection. More information is available on the website www.coi.cz.
Extrajudicial resolution of the consumer dispute can only be initiated by the consumer if the dispute could not be resolved directly with the seller. A request can be filed no later than one year from the date the consumer first raised their claim with the seller.
The consumer has the right to initiate extrajudicial dispute resolution online via the O