BUSINESS CONDITIONS

CONTENT

1. General provisions
2. User account
3. Provision of personal data
4. Subject of the purchase contract
5. Payment, postage and shipping
6. Complaints procedure
7. Order cancellation, returns
8. Shipping time
9. How to order? Purchase process
10. Final provisions

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1. GENERAL PROVISIONS

1.1. These business conditions, including the complaints procedure, are effective from March 28, 2021 ("business conditions") for the e-shop www.crystalshop.cz, operated by Crystal Productions Merchandise Factory s.r.o., with registered office at Havířov - Prostřední Suchá, Dělnická 769/64, 735 64, ID: 02585481, registered with the Regional Court in Ostrava, Section C, Insert 58118, for the sale of goods via online stores at www.merchandisefactory.eu and www.crystalshop.cz ("the seller"). Legal relations between the seller and consumer are governed by these terms and to the extent not covered herein, by Act No. 89/2012 Coll., Civil Code, Act No. 634/1992 Coll., on Consumer Protection, and other applicable laws. The seller undertakes to inform the buyer of the properties, use, and maintenance of goods sold. Delivered goods remain the property of the seller until full payment.

1.1.1. APPLICABLE LAW, LANGUAGE
Contracts and disputes between buyer and seller are governed by Czech law. The contractual language is Czech. Disputes shall be resolved by competent courts of the Czech Republic. This does not affect consumer rights arising from applicable legislation.

1.1.2. REMOTE COMMUNICATION
The buyer agrees that the order is made via means of remote communication. The seller is not liable for data transmission errors or costs related to the buyer's use of remote communication. These costs are standard and depend on the buyer's telecom tariff.

2. USER ACCOUNT

2.1. Upon registration on the website, the buyer may access their user account and order goods. If supported, goods may be ordered without registration.

2.2. The buyer must provide true and correct information. This information must be updated when changed. The seller considers all information accurate.

2.3. Access is protected by username and password. The buyer must keep this information confidential.

2.4. The buyer must not share their user account with third parties.

2.5. The seller may cancel the account if unused for over one year or if the buyer breaches obligations from the contract.

2.6. User account access may be temporarily unavailable due to maintenance of systems.

3. PROVISION OF PERSONAL DATA

3.1. By ordering, the buyer consents to the collection and processing of their data until withdrawal of this consent.

3.2. Data provision is voluntary. The data subject has the right to access and rectify their data, and other legal rights.

3.3. The seller will protect personal data in accordance with GDPR and Act No. 110/2019 Coll.

3.4. The buyer consents to data being used for marketing and business purposes, including use by third parties for marketing, in accordance with applicable laws.

3.5. Upon written request to terminate business, the seller will delete the buyer’s data from its archive.

4. SUBJECT OF THE PURCHASE CONTRACT

4.1. Product listings are not binding offers. Section 1732 (2) of the Civil Code does not apply.

4.2. A purchase contract is proposed via completed order or by phone. Confirmation of receipt does not equal acceptance. The contract is concluded when goods are shipped or prepared for pickup. Confirmation via email is also valid. The buyer may cancel their order anytime before shipment.

4.3. Prices are continuously updated on the website.

4.4. Prices include all fees but exclude transport and packaging.

4.5. The contract price is the one valid at the time of order submission. If the price is unknown, it is agreed later.

4.6. Product images and descriptions are illustrative and may not match actual products.

4.7. Consumer contracts are concluded between the seller and either a natural or legal person.

5. PAYMENT, POSTAGE AND SHIPPING

5.1. Payment methods are selected during checkout – details can be found here.

5.2. Available destinations and shipping prices are displayed when choosing a carrier in the cart.

5.3. Shipping prices include packaging.

5.4. If items from one order are sent separately, the seller bears the shipping cost.

5.5. If the buyer requests a product exchange due to wrong size or parameters, they pay shipping again.

5.6. We ship only in-stock items abroad. If some are out of stock, only available items will be sent unless the buyer requests otherwise in the order note or via email.

5.7. All delivery options are listed in the cart or here.

6. COMPLAINTS PROCEDURE

6.1. Buyers may file complaints for defects within 24 months of receiving the goods.

6.2. The right to complain does not cover:

• damage during transport (must be handled with the carrier),
• normal wear and tear,
• damage from misuse or negligence,
• damage from external factors or incorrect handling.

6.3. Goods must be inspected upon delivery. Obvious defects must be reported within 3 days.

6.4. Defects must be reported by email (info@crystalshop.cz) or phone (+420 702 061 722).

6.5. Describe defects and attach photos. Use our complaint form if possible.

6.6. Invoice is not required unless the order cannot be found in the system.

6.7. The seller is not liable for improper use. Such cases are not covered by warranty.

6.8. Complaints are processed according to § 19(3) of Act No. 634/1992 Coll.

6.9. If the shipment arrives damaged, report it immediately upon receipt. Open and inspect the parcel in the presence of the carrier and file a damage report if necessary.

7. ORDER CANCELLATION, RETURNS

7.1. If the order has not been shipped, the buyer can cancel it via phone or email and will be notified accordingly.

7.2. For returns or exchanges within 14 days, follow the procedure described here.

8. SHIPPING TIME

8.1. In-stock goods are shipped within 1–3 business days of ordering or receiving payment. Delivery time depends on the shipping provider.

8.2. During high-demand periods (e.g. Christmas), delivery may take 7–20 business days. For bank transfer payments, processing starts after payment is received.

9. HOW TO ORDER? PURCHASE PROCESS

9.1. Orders can be placed:

• via the online store (e-shop),
• by email,
• through Facebook.

9.2. The buyer must provide complete and accurate order details:

• name, address, or company name and registered office,
• ID and VAT number (if applicable),
• product name, code, size, color, quantity, unit price,
• delivery method and address,
• any other relevant details.

9.3. The order is binding once confirmed by the seller. Any changes are binding once reconfirmed.

9.4. The seller is not obliged to accept changes if the goods have been handed over to the carrier or customized.

10. FINAL PROVISIONS

10.1. Valid terms and conditions are published on the seller’s website. Buyers are informed and able to review them prior to purchase.

10.2. The seller may amend the terms. Changes take effect upon publication.

Last updated: March 24, 2025