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    Terms and conditions

    General Terms and Conditions

    These general terms and conditions (hereinafter referred to as the “Terms and Conditions”) are issued pursuant to Section 1751 et seq. of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”).

    I. Basic Provisions

    1. These Terms and Conditions govern the mutual rights and obligations of the contracting parties arising in connection with or on the basis of a purchase contract (hereinafter referred to as the “Purchase Contract”) concluded between the seller and the buyer (hereinafter referred to as the “Buyer”) through the web interface available at www.daliacoffee.cz (hereinafter referred to as the “Online Store”).

      Seller

      Dalia Coffee s.r.o.
      Company ID No.: 22338187
      VAT ID No.: CZ22338187
      Registered office: Nádražní 92, Židlochovice, 66701, Czech Republic
      Correspondence address: Anenská 175, Silůvky, 66499, Czech Republic
      The company is registered in the Commercial Register maintained by the Regional Court in Brno, File No. C 142493
      Contact details:
      E-mail – prazirna@daliacoffee.cz
      Phone – +420 739 522 220

      The Buyer is either a consumer or a business customer.
      A consumer is any person who, outside the scope of their business activity or independent professional practice, concludes a contract with the seller or otherwise deals with the seller. A business customer is a person who independently carries out gainful activity on their own account and responsibility in a trade or similar manner with the intention of doing so on a continuous basis for profit. For the purposes of consumer protection, a business customer also includes any person who concludes contracts relating to their own commercial, manufacturing or similar activity, or in the independent exercise of their profession, or a person acting in the name of or on behalf of a business customer. For the purposes of these Terms and Conditions, a business customer means a person acting in accordance with the previous sentence within the scope of their business activity. If the contracting party is a business customer, relations not governed by these Terms and Conditions shall be governed by the applicable laws of the Czech Republic, in particular the Civil Code.
    2. The provisions of these Terms and Conditions form an integral part of the Purchase Contract. Any deviating arrangements in the Purchase Contract shall prevail over the provisions of these Terms and Conditions.
    3. These Terms and Conditions and the Purchase Contract are concluded in the Czech language.
    4. The seller may amend or supplement the wording of these Terms and Conditions. This provision does not affect rights and obligations arising during the period of effectiveness of the previous version of the Terms and Conditions.
    5. By placing an order, the Buyer confirms that, prior to concluding the contract, they have familiarized themselves with these Terms and Conditions, an integral part of which is also the Complaints Procedure, and that they expressly agree to them in the wording valid and effective at the moment the order is sent.

    II. Order and Conclusion of the Purchase Contract

    1. All presentation of goods placed in the Online Store is of an informative nature and the seller is not obliged to conclude a Purchase Contract regarding such goods. Section 1732(2) of the Civil Code shall not apply.
    2. The Online Store contains information about the goods, including the prices of individual goods. The prices of goods are stated inclusive of all related fees and value added tax (VAT). The prices of goods remain valid for as long as they are displayed in the Online Store. This provision does not limit the seller’s ability to conclude a Purchase Contract under individually agreed conditions.
    3. The Online Store also contains information on costs associated with delivery and packaging of goods in cases where the goods are delivered within the territory of the Czech Republic or abroad.
    4. To order goods, the Buyer shall fill in the order form in the web interface of the store. The order form contains in particular information about:
      • billing and delivery details (first name and surname, company, Company ID No., VAT ID No., address, telephone contact and e-mail address),
      • the ordered goods (the Buyer “places” the ordered goods into the electronic shopping cart of the web interface of the store),
      • the method of payment of the purchase price of the goods, details of the required method of delivery of the ordered goods, and
      • information on the costs associated with delivery of the goods (hereinafter collectively referred to as the “Order”).
    5. The Order must contain all necessary details for its proper processing, dispatch and handover to the carrier. These details are marked in the order form with a red asterisk as mandatory fields.
    6. Before sending the Order to the seller, the Buyer is allowed to check and change the data entered by the Buyer in the Order, including with regard to the possibility of detecting and correcting errors made when entering data into the Order. The Buyer sends the Order to the seller by clicking the button “Order with obligation to pay”. The data stated in the Order are considered correct by the seller. The seller shall confirm receipt of the Order to the Buyer without undue delay by electronic mail to the Buyer’s e-mail address stated in the user account or in the Order (hereinafter referred to as the “Buyer’s Electronic Address”).
    7. The seller is always entitled, depending on the nature of the Order (quantity of goods, total purchase price, expected transport costs), to request additional confirmation of the Order from the Buyer (for example in writing or by telephone).
    8. The contractual relationship between the seller and the Buyer arises upon delivery of the acceptance of the Order, which is sent by the seller to the Buyer by electronic mail to the Buyer’s e-mail address. The acceptance of the Order includes the current version of the Terms and Conditions.
    9. The concluded contract (including the agreed price) may only be amended or cancelled by agreement of the parties or on statutory grounds, unless otherwise stated in these Terms and Conditions. The Buyer may cancel or change an already submitted Order until it is considered processed, i.e. until the goods have been dispatched. If the Buyer wishes to cancel a submitted Order, this may be done in the following ways:
    10. The Buyer agrees to the use of means of distance communication when concluding the Purchase Contract. Costs incurred by the Buyer when using means of distance communication in connection with concluding the Purchase Contract (internet connection costs, telephone call costs) shall be borne by the Buyer, and such costs do not differ from the basic rate.
    11. The Buyer acknowledges that situations may occur where no contract is concluded between the seller and the Buyer, in particular where the Buyer orders goods at a price published by mistake due to an error in the seller’s internal information system. In such a case, the seller shall inform the Buyer of this fact.
    12. The seller reserves the right to declare the Purchase Contract invalidly concluded if there has been misuse of personal data, misuse of a payment card, etc., or due to intervention by an administrative or judicial authority; the Buyer shall be informed of such a procedure. The Buyer acknowledges that in the above cases the Purchase Contract may not validly come into existence.

    III. Customer Account

    1. Based on the Buyer’s registration made in the Online Store, the Buyer may access their customer account. From their customer account, the Buyer may place orders for goods. The Buyer may also order goods without registration.
    2. When registering a customer account and when ordering goods, the Buyer is obliged to provide all details correctly and truthfully. The Buyer is obliged to update the details stated in the user account whenever they change. The details stated by the Buyer in the customer account and when ordering goods are considered correct by the seller.
    3. Access to the customer account is secured by a username and password. The Buyer is obliged to maintain confidentiality regarding information necessary to access their customer account. The seller shall not be liable for any misuse of the customer account by third parties.
    4. The Buyer is not entitled to allow third parties to use the customer account.
    5. The seller may cancel the user account, especially if the Buyer does not use their user account for a longer period of time, or if the Buyer breaches their obligations under the Purchase Contract and these Terms and Conditions.
    6. The Buyer acknowledges that the user account may not be available continuously, especially with regard to necessary maintenance of the seller’s hardware and software equipment, or necessary maintenance of the hardware and software equipment of third parties.

    IV. Payment Terms

    1. The Buyer may pay the purchase price of the goods and any costs associated with delivery of the goods under the Purchase Contract to the seller in the following ways:
      • by cashless bank transfer to the seller’s account, namely:
        – in the case of payment in CZK: 2503057585/2010; please state the order number as the variable symbol; the account is held with Fio banka, a.s.
        – in the case of payment in EUR: 2503057586/2010, IBAN: CZ64 2010 0000 0021 0305 7586, SWIFT: FIOBCZPPXXX; please state the order number as the variable symbol; the account is held with Fio banka, a.s.
        The goods will be prepared for personal collection or shipped only after the total amount of the Order has been credited to the seller’s account. If this amount is not paid by the Buyer within the due period (i.e. not credited to the seller’s account within 10 calendar days from creation of the Order), the Order will be automatically cancelled.
      • by payment on the basis of an invoice with due date (only for business customers on the basis of an individual agreement with the seller).
    2. Together with the purchase price, the Buyer is obliged to pay the seller the costs associated with packaging and delivery of the goods in the agreed amount. Unless expressly stated otherwise, the purchase price shall also include the costs associated with delivery of the goods.
    3. The seller requires the Buyer to pay the purchase price before taking over the performance, or to pay a deposit or another similar payment. This is without prejudice to Article 4.6 of these Terms and Conditions concerning the obligation to pay the purchase price of the goods in advance.
    4. In the case of cashless payment, the purchase price is due within 10 days of conclusion of the Purchase Contract.
    5. In the case of cashless payment, the Buyer is obliged to pay the purchase price together with the variable payment symbol. In the case of cashless payment, the Buyer’s obligation to pay the purchase price is fulfilled at the moment the relevant amount is credited to the seller’s account.
    6. The seller is entitled, especially if the Buyer fails to additionally confirm the Order (Article II/7), to require payment of the full purchase price before shipping the goods to the Buyer. Section 2119(1) of the Civil Code shall not apply.
    7. If customary in business practice or required by generally binding legal regulations, the seller shall issue the Buyer an invoice – tax document regarding payments made under the Purchase Contract.
      The seller shall issue the invoice to the Buyer after payment of the price of the goods and send it in electronic form to the Buyer’s electronic address, or attach it to the delivered goods.
    8. The Buyer’s billing details cannot be changed after dispatch of the Order.

    V. Withdrawal from the Purchase Contract

    1. The Buyer acknowledges that pursuant to Section 1837 of the Civil Code, it is not possible, among other things, to withdraw from a purchase contract for the supply of goods modified according to the Buyer’s wishes or for their person, from a purchase contract for the supply of goods subject to rapid spoilage, as well as goods that have been irretrievably mixed with other goods after delivery, from a purchase contract for goods supplied in sealed packaging which the consumer has removed from the packaging and which cannot be returned for hygienic reasons, and further from a contract for leisure services if the performance is provided on a specific date or within a specific period.
    2. If it is not a case referred to in Article 5.1 of these Terms and Conditions or another case where withdrawal from the Purchase Contract is not possible, the Buyer – consumer has, in accordance with Section 1829(1) of the Civil Code, the right to withdraw from the Purchase Contract within fourteen (14) days from taking over the goods; if the subject of the Purchase Contract is several types of goods or delivery of several parts, this period runs from the date of receipt of the last delivery of goods. In the case of a Purchase Contract whose subject is regular repeated delivery of the same goods, the withdrawal period runs from the date of receipt of the first delivery. Withdrawal from the Purchase Contract must be sent to the seller within the period specified in the previous sentence. The Buyer may send withdrawal from the Purchase Contract to the seller’s business premises or to the seller’s e-mail address objednavky@daliacoffee.cz.
    3. In the event of withdrawal from the Purchase Contract pursuant to Article 5.2 of these Terms and Conditions, the Purchase Contract is cancelled from the outset. The goods must be returned to the seller within fourteen (14) days from withdrawal from the contract. If the Buyer withdraws from the Purchase Contract, the Buyer bears the costs associated with returning the goods to the seller, even where the goods cannot be returned by ordinary postal means due to their nature.
    4. In the event of withdrawal from the contract pursuant to Article 5.2 of these Terms and Conditions, the seller shall return the funds received from the Buyer within fourteen (14) days from the Buyer’s withdrawal from the Purchase Contract. The seller is also entitled to return the performance provided by the Buyer already upon return of the goods by the Buyer or in another manner, provided the Buyer agrees and no additional costs are incurred by the Buyer. If the Buyer withdraws from the Purchase Contract, the seller is not obliged to return the received funds to the Buyer before the Buyer returns the goods or proves that the goods have been sent to the seller.
    5. The seller is entitled to unilaterally offset a claim for compensation for damage incurred to the goods against the Buyer’s claim for reimbursement of the purchase price.
    6. In cases where the Buyer has the right to withdraw from the Purchase Contract in accordance with Section 1829(1) of the Civil Code, the seller is also entitled to withdraw from the Purchase Contract at any time until the goods are taken over by the Buyer. In such case, the seller shall return the purchase price to the Buyer without undue delay by cashless transfer to the account designated by the Buyer.
    7. If a gift is provided to the Buyer together with the goods, the gift agreement between the seller and the Buyer is concluded subject to a resolutory condition that if the Buyer withdraws from the Purchase Contract, the gift agreement in respect of such gift ceases to be effective and the Buyer is obliged to return the provided gift together with the goods to the seller.
    8. The seller reserves the right to cancel the Order or part thereof before conclusion of the Purchase Contract if the goods are no longer manufactured or if the supplier’s price of the relevant goods has increased significantly. Should such situation occur, the seller undertakes to contact the Buyer without undue delay in order to agree on the next steps.
    9. If the goods are special made-to-order goods, or goods not in stock, the seller shall confirm to the Buyer in advance by telephone/e-mail the price and a new delivery date. If the Buyer does not agree with such change, they shall not confirm the Order and it will not be carried out. If the Buyer has already paid part or all of the purchase price, such amount shall be transferred back to their account.

    VI. Rights Arising from Defective Performance

    1. The rights and obligations of the contracting parties regarding rights arising from defective performance are governed by the relevant generally binding legal regulations (in particular Sections 1914 to 1925, 2099 to 2117 and 2161 to 2174 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended).
    2. The seller is liable to the Buyer that the goods are free from defects upon receipt. In particular, the seller is liable to the Buyer that at the time the Buyer took over the goods:
      • the goods have the properties agreed by the parties, and if no agreement exists, they have such properties as described by the seller or the manufacturer or as the Buyer expected with regard to the nature of the goods and on the basis of advertising carried out by them,
      • the goods are fit for the purpose stated by the seller for their use or for which goods of that kind are usually used,
      • the goods correspond in quality or workmanship to the agreed sample or model, if the quality or workmanship was determined according to the agreed sample or model,
      • the goods are in the appropriate quantity, measure or weight, and
      • the goods comply with the requirements of legal regulations.
    3. The provisions stated in Article VI.2 of these Terms and Conditions shall not apply to goods sold at a lower price for a defect for which the lower price was agreed, to wear and tear caused by ordinary use, to used goods for a defect corresponding to the degree of use or wear and tear which the goods had when taken over by the Buyer, or if it follows from the nature of the goods.
    4. If a defect becomes apparent within one (1) year from receipt, the goods shall be deemed to have been defective already upon receipt, unless the nature of the goods or the defect excludes this. This period does not run for the time during which the Buyer cannot use the item, provided the defect was rightfully claimed.
    5. The Buyer exercises rights arising from defective performance with the seller at the address of the seller’s business premises where acceptance of complaints is possible with regard to the range of goods sold.
    6. The Buyer is not entitled to rights arising from defective performance if the Buyer knew before taking over the item that it had a defect, or if the Buyer caused the defect themselves.
    7. The Buyer has the right to delivery of a new item or replacement of a component even in the case of a removable defect if they cannot properly use the item due to repeated occurrence of the defect after repair or due to a greater number of defects. In such case, the Buyer also has the right to withdraw from the contract.
    8. If the Buyer fails to notify the defect without undue delay after they could have discovered it during a timely inspection and with sufficient care, the court shall not grant them rights arising from defective performance. In the case of a hidden defect, the same applies if the defect was not notified without undue delay after the Buyer could have discovered it with sufficient care, but no later than two years after delivery of the item.
    9. Further rights and obligations of the parties related to the seller’s liability for defects are governed by the seller’s Complaints Procedure.

    VII. Delivery and Transport

    1. The contracting parties may deliver all written correspondence to each other by electronic mail.
    2. The seller provides or arranges the following methods of delivery of goods:
      • delivery to an address by courier service within the Czech Republic and to Slovakia – PPL, Zásilkovna
        Delivery through this carrier usually takes 24 hours (from dispatch of the ordered goods) according to standard transport conditions. Delivery to Slovakia usually takes 1–2 business days (from dispatch of the ordered goods).
        If this method of delivery is chosen, the Buyer is obliged to state a telephone contact in the online Order for the purpose of confirming the delivery date of the shipment by the selected carrier.
      • delivery to an address by courier service within the Czech Republic and abroad – Zásilkovna
      • delivery to pickup points – Zásilkovna, Balíkovna, PPL parcel shop
      • electronically by e-mail – in the case of an order of a gift certificate
      • in person at the business premises address: Anenská 175, Silůvky (after payment of the Order by bank transfer), always by prior telephone arrangement
      • for orders from CZK 1000, shipping is free of charge
    3. Dispatch – Preparation for dispatch means the time necessary to complete all formalities associated with handing over the ordered goods to the carrier. Dispatch then means handover of the ordered goods by the seller to the carrier. Preparation for dispatch as well as dispatch itself takes place on business days.
      Goods in stock will be prepared for dispatch by the seller no later than within 2 business days after receipt of the electronic Order, otherwise according to the individually agreed delivery period for the requested item.
    4. Shipment tracking – If the Buyer chooses transport through Česká pošta, PPL, Zásilkovna or GLS, they may, at any time after receiving information from the seller that the goods have been sent, track the shipment online using the shipment tracking systems on the carriers’ websites.
    5. The current valid shipping price list is displayed at checkout when selecting the delivery address. All shipping prices are contractual and the currently valid prices are always stated.

    Any exemption from postage within the Czech Republic is possible only on the basis of individual arrangements between the seller and the Buyer and depending on the nature of the supplied products, goods or services.

    • We do not charge packaging or any other fees.
    • The goods are delivered to the Buyer at the address specified by the Buyer in the Order.
    • The method of delivery is chosen during the ordering process.
    • The costs of delivery of the goods depending on the method of dispatch and receipt are stated in the Buyer’s Order and in the seller’s Order confirmation. If the method of transport is agreed on the basis of a special request of the Buyer, the Buyer bears the risk and any additional costs associated with such method of transport.
    • If under the Purchase Contract the seller is obliged to deliver the goods to the place specified by the Buyer in the Order, the Buyer is obliged to take over the goods upon delivery. If, for reasons on the Buyer’s side, the goods have to be delivered repeatedly or in a different manner than stated in the Order, the Buyer is obliged to pay the costs associated with repeated delivery of the goods or the costs associated with another method of delivery. If the Buyer fails to take over the goods, the Buyer is obliged to reimburse the costs incurred by the seller.
    • Upon receipt of the goods from the carrier, the Buyer is obliged to check the integrity of the packaging and, in the event of any defects, immediately notify the carrier. If damage to the packaging is found indicating unauthorized entry into the shipment, the Buyer does not have to take over the shipment from the carrier.
    • The Buyer acquires title to the goods by paying the full purchase price for the goods, including delivery costs, but not earlier than by taking over the goods. Liability for accidental destruction, damage or loss of the goods passes to the Buyer at the moment of receipt of the goods or at the moment when the Buyer was obliged to take over the goods but failed to do so in breach of the Purchase Contract.

    IX. Out-of-Court Dispute Resolution

    1. The Czech Trade Inspection Authority, with its registered office at Štěpánská 567/15, 120 00 Prague 2, Company ID No.: 000 20 869, website: https://adr.coi.cz/cs, is competent for out-of-court resolution of consumer disputes arising from the Purchase Contract. The Buyer may submit a proposal for out-of-court resolution of a consumer dispute no later than 1 year from the date on which the Buyer first exercised the right that is the subject of the consumer dispute with the seller.
    2. The European Consumer Centre Czech Republic, with its registered office at Štěpánská 567/15, 120 00 Prague 2, website: http://www.evropskyspotrebitel.cz, is the contact point under Regulation (EU) No. 524/2013 of the European Parliament and of the 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 authorized to sell goods on the basis of a trade license. Trade licensing supervision is carried out within its competence by the relevant trade licensing office. The Czech Trade Inspection Authority also performs supervision, to the defined extent, over compliance with Act No. 634/1992 Coll., on Consumer Protection.

    X. Final Provisions

    1. All arrangements between the seller and the Buyer are governed by the legal order of the Czech Republic. If the relationship established by the Purchase Contract contains an international element, the parties agree that the relationship shall be governed by the law of the Czech Republic. This is without prejudice to consumer rights arising from generally binding legal regulations.
    2. The seller is not bound in relation to the Buyer by any codes of conduct within the meaning of Section 1826(1)(e) of the Civil Code.
    3. The Buyer hereby assumes the risk of a change in circumstances within the meaning of Section 1765(2) of the Civil Code.
    4. The Purchase Contract, including the Terms and Conditions, is archived by the seller in electronic form and is not accessible.
    5. The seller may amend or supplement the wording of these Terms and Conditions. This provision does not affect rights and obligations arising during the period of effectiveness of the previous version of the Terms and Conditions.
    6. An attachment to these Terms and Conditions is the model form for withdrawal from the contract.

    These Terms and Conditions become effective on 25 March 2025.

    Complaints Procedure

    The Complaints Procedure forms an integral part of the General Terms and Conditions of Dalia Coffee s.r.o., with its registered office at Nádražní 92, Židlochovice, 66701, Company ID No.: 22338187, operating on the basis of a trade license (hereinafter referred to as the “Seller”), and describes the procedure for handling complaints regarding goods purchased from the Seller.

    1. The Buyer is obliged to familiarize themselves with the Complaints Procedure and the General Terms and Conditions (hereinafter referred to as the “Terms and Conditions”) before ordering the goods. At the same time, the Buyer acknowledges that they are obliged to provide the Seller with the cooperation necessary for handling the complaint; otherwise, the time limits shall be extended accordingly by the period during which the Buyer failed to provide the required cooperation.
    2. By concluding the Purchase Contract and taking over the goods from the Seller, the Buyer agrees to this Complaints Procedure.

    Rights Arising from Defective Performance

    1. The Buyer may notify the Seller of a defect that appears in the goods within 24 months of receipt, unless otherwise stated for a specific product or unless the nature of the item implies otherwise.
    2. If a defect becomes apparent within 12 months of receipt, the goods shall be deemed to have been defective upon receipt, unless the nature of the item or the defect excludes this.
    3. The Seller is liable to the Buyer that the goods are free from defects upon receipt, in particular that they have the agreed properties, are fit for the usual purpose as well as the purpose declared by the Seller, correspond in quality and quantity, and comply with legal regulations.
    4. If the goods are defective, the Buyer may request removal of the defect. At their choice, the Buyer may request delivery of a new item without defects or repair of the item, unless the chosen method of removing the defect is impossible or disproportionately costly compared to the other option.
    5. The Seller may refuse to remove the defect if it is impossible or disproportionately costly, especially with regard to the significance of the defect and the value the item would have without the defect.
    6. The Buyer may request a reasonable discount or withdraw from the contract if the Seller refused to remove the defect or failed to remove it in accordance with the law, if the defect occurs repeatedly, constitutes a material breach of contract, or if it is evident from the circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to the Buyer.
    7. The Buyer may not withdraw from the contract if the defect of the item is insignificant.

    Warranty Conditions

    1. Inspection of goods upon receipt
      • When collecting the goods in person from the Seller, the Buyer shall inspect the goods taken over, their completeness and the condition of the packaging.
      • When receiving the goods from the carrier, the Buyer shall duly and carefully inspect the condition of the shipment (in particular the number of parcels, integrity of branded tape with logo, and integrity or damage of the packaging).
      • On the day of receipt, the Buyer shall also check the completeness of the goods, especially that the package contains everything it should contain.
      • Any discrepancies should be reported to the Seller upon receipt from the carrier and recorded in the carrier’s handover protocol, or the Buyer may refuse to accept the shipment; they may also always be reported to prazirna@daliacoffee.cz.
      • Furthermore, in the event of receipt from the carrier, the Seller recommends attaching photo documentation of the damage and packaging.
      • These arrangements do not affect the statutory period for exercising rights arising from defective performance. A subsequent complaint regarding incompleteness or external damage of the shipment does not deprive the Buyer of the right to complain about the item, but it gives the Seller the opportunity to prove that this is not a discrepancy with the Purchase Contract.
    2. Making a complaint
      • The Buyer may make a complaint in person or by sending the complained goods to the business premises address: Dalia Coffee, Anenská 175, 664 99 Silůvky.
      • The Seller recommends attaching proof of purchase, a description of the defect and the Buyer’s contact details for faster handling of the complaint. Failure to attach these documents does not in itself prevent the complaint from being made if the purchase and defect can be proven in another way.
      • The shipment should contain the complained goods and, if applicable, accessories, if necessary for assessment of the complaint.
      • Please do not send goods cash on delivery. Such a shipment will not be accepted.
      • When the complaint is made, the Seller shall issue the Buyer a confirmation stating the date the complaint was made, its content, the requested method of handling the complaint and the Buyer’s contact details.
    3. Exclusions
      • By breaking a protective seal, information sticker or serial number, the Buyer exposes themselves to the risk of rejection of the complaint, unless the damage occurred during normal use. Seals and serial numbers are an integral part of the goods and do not in any way limit the customer’s right to use and handle the goods to the full extent for which they are intended.
      • Furthermore, the warranty does not apply to damage caused by (provided such activity is not usual and at the same time is not permitted by the enclosed instructions for use):
        1. mechanical damage to the goods,
        2. electrical overvoltage (visibly burnt components or printed circuits), except for normal deviations,
        3. use of the goods in conditions whose temperature, dustiness, humidity, chemical and mechanical environmental effects do not correspond to the environment intended directly by the seller or manufacturer,
        4. unprofessional installation, handling, operation or neglect of care for the goods,
        5. damage caused by excessive loading or use in contradiction with the conditions stated in the documentation or general principles,
        6. performance of an unqualified intervention or change of parameters,
        7. goods modified by the customer (painting, bending, etc.) if the defect arose as a result of such modification,
        8. damage caused by natural elements or force majeure,
        9. use of incorrect or defective software, or
        10. use of incorrect or non-original consumables, nor any resulting damage, provided such use is not usual and at the same time was not excluded in the enclosed instructions for use.
      • These limitations do not apply if the properties of the goods that are contrary to the above conditions were expressly agreed between the Buyer and the Seller, stipulated by them, declared by the Seller, or can be expected with regard to advertising or the usual use of the goods.
    4. Refusal to accept goods for complaint
      The Seller has the right to refuse acceptance of goods for complaint in cases where the complained goods and/or their parts are soiled or do not meet the basic prerequisites for hygienically safe handover of the goods for complaint proceedings.

    Handling of Complaints

    • Buyer – consumer
      If the Buyer is a consumer, the Seller shall decide on the complaint immediately, in complex cases within three business days. This period does not include the time appropriate according to the type of product or service needed for professional assessment of the defect. The complaint, including removal of the defect and informing the consumer about the handling of the complaint, shall be resolved without undue delay, no later than within 30 days from the date on which it was made, unless the Seller and the consumer agree on a longer period.
    • Buyer – business customer
      If the Buyer is a business customer, the Seller undertakes to decide on the complaint within 40 days from the date on which the complaint was made. The business customer shall be informed of this decision by contact e-mail.

    Common Provisions

    1. The Seller shall issue the Buyer written confirmation of the date and method of handling the complaint, including confirmation of the repair made and the duration of the complaint process, or reasons for rejection of the complaint. After handling the complaint, the Seller shall notify the Buyer of completion of the complaint either by telephone or by e-mail. If the goods were sent by carrier, they will automatically be sent to the Buyer’s address after handling.
    2. If the complaint was recognized as justified, the period for exercising rights arising from defective performance does not run for the period during which the Buyer could not use the goods.
    3. The Buyer has the right to reimbursement of reasonably incurred costs associated with making a justified complaint. These costs are understood as the minimum necessary costs. In particular, this includes postage for sending the complaint. These costs may not include travel by car to make the complaint, express delivery and other similar costs. Reimbursement of costs must be requested without undue delay, but no later than 1 month from the end of the period for exercising rights arising from defective performance.
    4. The Buyer is obliged to inspect the collected goods and their conformity with the complaint issue protocol. The Buyer shall also inspect the completeness of the goods, especially that the package contains everything it should contain. Later objections will no longer be taken into account.
    5. These arrangements do not affect the statutory period for exercising rights arising from defective performance.
    6. The Buyer’s rights arising from the law are not affected by this Complaints Procedure.

    Wholesale Customers

    To register as a wholesale customer, please use the page https://www.daliacoffee.cz/registrace/. After approval of your registration, you will be assigned a price list with a default 20% discount on coffee plus additional discounts on other goods.

    When purchasing more than 10 kg of coffee within 30 consecutive days, an additional 5% discount on coffee will be applied to your next order, i.e. up to a total discount of 25% on coffee.

    When purchasing as a wholesale customer, it is necessary to order at least 3 kg of coffee in one order through the e-shop.

    Wholesale customers may also be granted an invoice with a 14-day maturity period; this option may be subsequently withdrawn after ordering and partial or full payment for the order before dispatch may be required.

    These Terms and Conditions become effective on 6 March 2026.