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    Terms and conditions

    Terms and conditions

    General Terms and Conditions

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

    I. Basic provisions

    1. These Terms and Conditions govern the mutual rights and obligations of the parties arising in connection with or pursuant to 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 located on the website available at www.daliacoffee.cz (hereinafter referred to as the "Online Shop").

      Seller

      Ing. Martina Heliová – Dalia Coffee
      Company ID: 06962572
      VAT ID: CZ685762037
      Registered office: Anenská 175, 664 46 Silůvky, Česká Republika
      Person operating according to the Trade Licensing Act, not registered in the Commercial Register
      Contact information:
      E-mail – prazirna@daliacoffee.cz
      Phone – +420 739 522 220

      The buyer is a consumer or a business.
      A consumer is any person who, outside the scope of his business activity or outside the scope of his independent exercise of his profession, concludes a contract with the seller or otherwise deals with him. An entrepreneur is a person who independently carries on, on his own account and responsibility, a gainful activity by trade or similar means with the intention of doing so on a continuous basis for profit. For the purposes of consumer protection, an entrepreneur includes, inter alia, any person who concludes contracts in connection with his or her own business, manufacturing or similar activity or in the independent exercise of his or her profession, or any person who acts in the name of or on behalf of an entrepreneur. For the purposes of the Terms and Conditions, an entrepreneur shall be understood as a person who acts in accordance with the preceding sentence in the course of his or her business activity.If the contracting party is an entrepreneur, relations not governed by the Terms and Conditions shall be governed by the Commercial Code, Act No. 513/1991 Coll., as amended.
    2. The provisions of the terms and conditions are an integral part of the purchase contract. Any deviating provisions 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 change or supplement the wording of the Terms and Conditions. This provision does not affect the rights and obligations arising during the period of validity of the previous version of the terms and conditions.
    5. By placing an order, the Buyer confirms that before concluding the contract he/she has read these Terms and Conditions, of which the Complaints Procedure also forms an integral part, and that he/she expressly agrees to them in the wording valid and effective at the moment of sending the order.

    II. Order and conclusion of the purchase contract

    1. All presentation of goods placed in the online store is informative and the seller is not obliged to conclude a purchase contract regarding these goods. Section 1732(2) of the Civil Code shall not apply.
    2. The online shop contains information about the goods, including the prices of the individual goods. The prices of the goods are inclusive of all related charges and value added tax (VAT). The prices of the goods remain valid for as long as they are displayed in the online shop. This provision does not limit the seller's ability to conclude a purchase contract on individually agreed terms.
    3. The online shop also contains information on the costs associated with the delivery and packaging of goods in cases where the goods are delivered within the Czech Republic or abroad.
    4. To order goods, the buyer fills in the order form in the web interface of the shop. The order form contains in particular information about:
      • billing and delivery data (name and surname, company, registration number, VAT number, address, telephone contact and email address)
      • the goods ordered (the goods ordered are "inserted" by the buyer into the electronic shopping cart of the web interface of the shop),
      • the method of payment of the purchase price of the goods, details of the required method of delivery of the ordered goods, and
      • information about the costs associated with the delivery of the goods (hereinafter collectively referred to as the "order").
    5. The order must contain the necessary data for its proper processing, dispatch and delivery to the carrier. These data are marked in the order form with a red asterisk as a mandatory field.
    6. Before the order is sent 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 Buyer's ability to detect and correct errors arising from the data entered in the order. The Buyer sends the order to the Seller by clicking on the "Order" button. The data provided in the order are considered correct by the Seller. The Seller shall confirm receipt of the order to the Buyer immediately upon receipt of the order by email to the Buyer's email address specified in the user account or in the order (hereinafter referred to as the "Buyer's email address").
    7. The Seller is always entitled, depending on the nature of the order (quantity of goods, amount of the purchase price, estimated shipping costs) to ask the Buyer for additional order confirmation (for example, in writing or by telephone).
    8. The contractual relationship between the Seller and the Buyer is established by the delivery of the order acceptance (acceptance), which is sent by the Seller to the Buyer by e-mail to the Buyer's e-mail address. The acceptance of the order includes the current version of the terms and conditions.
    9. The resulting contract (including the agreed price) may only be amended or cancelled by agreement of the parties or on the basis of legal grounds, unless otherwise stated in the terms and conditions. The Buyer may cancel or change an order already sent until it is considered settled, i.e. the goods have been dispatched. If the Buyer wishes to cancel a dispatched order, this can be done in the following ways:
    10. The buyer agrees to the use of remote communication means in concluding the purchase contract. The costs incurred by the Buyer in using distance communication means in connection with the conclusion of the Purchase Contract (internet connection costs, telephone call costs) shall be borne by the Buyer, without any difference from the basic rate.
    11. The Buyer acknowledges that there may be cases where the contract between the Seller and the Buyer is not concluded, in particular if the Buyer orders goods at a price published in error due to an error in the Seller's internal information system. In such a case, the Seller shall inform the Buyer of such fact.
    12. The Seller reserves the right to declare the Purchase Contract null and void if there has been misuse of personal data, misuse of credit card, etc., or due to the intervention of an administrative or judicial authority, the Buyer will be informed of such procedure. The Buyer acknowledges that in the above cases the purchase contract cannot be validly concluded.

    III. Customer account

    1. Based on the buyer's registration made in the online shop, the buyer can access his customer account. From his/her customer account, the buyer can order goods. The Buyer can also order goods without registration.
    2. When registering for a customer account and when ordering goods, the Buyer is obliged to provide all information correctly and truthfully.
    3. The Buyer is obliged to update the information provided in the user account whenever it changes. The information provided by the Buyer in the customer account and when ordering goods is considered correct by the Seller.
    4. Access to the customer account is secured by a username and password. The Buyer is obliged to maintain the confidentiality of the information necessary to access his customer account. The Seller is not responsible for any misuse of the customer account by third parties.
    5. The Buyer is not entitled to allow third parties to use the customer account.
    6. The Seller may cancel the user account, in particular if the Buyer no longer uses his/her user account or if the Buyer breaches his/her obligations under the Purchase Agreement and these Terms and Conditions.
    7. 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 hardware and software equipment of third parties.

    IV. Payment terms

    1. The price of the goods and any costs associated with the delivery of the goods under the Purchase Contract may be paid by the Buyer to the Seller in the following manner:
      • by wire transfer to the seller's account, namely:
        - in case of payment in CZK: 2001421260/2010 , please indicate the order number as a variable symbol, the account is kept at Fio banka, a.s.
        - in case of payment in EUR: 2200663959/2010 IBAN: CZ4120100000002200663959, SWIFT: FIOBCZPPXXX, please indicate the order number as the variable symbol, the account is kept at Fio banka, a.s.
        The goods will be ready for personal collection or shipped after the total amount of the order has been credited to the seller's account. In the event of non-payment of this amount by the buyer at the time of payment (failure to credit the seller's account within 10 calendar days from the creation of the order), the order will be automatically cancelled.
      • payment by invoice with due date (only for entrepreneurs or companies by prior agreement or registration on the e-shop as a wholesale customer);
    2. Together with the purchase price, the buyer is also obliged to pay the seller the costs associated with the packaging and delivery of the goods in the agreed amount. Unless expressly stated otherwise, the purchase price shall also include the costs associated with the delivery of the goods.
    3. The Seller shall require the Buyer to pay the purchase price before the Buyer takes delivery of the goods or to pay a deposit or other similar payment. This is without prejudice to the provisions of Article 4.6 of the Terms and Conditions regarding the obligation to pay the purchase price of the goods in advance.
    4. In the case of non-cash payment, the purchase price is payable within 10 days of the conclusion of the purchase contract.
    5. In case of non-cash payment, the buyer is obliged to pay the purchase price of the goods together with the variable symbol of the payment. In the case of non-cash payment, the Buyer's obligation to pay the purchase price is fulfilled when the relevant amount is credited to the Seller's account.
    6. The Seller shall be entitled, in particular in the event that there is no additional order confirmation by the Buyer (Article II/7.), to require payment of the full purchase price before the goods are dispatched to the Buyer. The provisions of Section 2119 (1) of the Civil Code shall not apply.
    7. If it is customary in the commercial relationship or if it is stipulated by generally binding legal regulations, the Seller shall issue an invoice - tax document to the Buyer in respect of payments made under the Purchase Agreement.
      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 goods delivered.
    8. The Buyer's billing information cannot be changed after the order has been shipped.

    V. Withdrawal from the purchase contract

    1. The Buyer acknowledges that according to the provisions of Section 1837 of the Civil Code, it is not possible to withdraw from, among other things, a purchase contract for the delivery of goods that have been modified according to the Buyer's wishes or for his person, from a purchase contract for the delivery of perishable goods, as well as goods that have been irreversibly mixed with other goods after delivery, from a purchase contract for the delivery of goods in closed packaging that the consumer has removed from the packaging and for hygienic reasons cannot be returned.
    2. Unless the case referred to in Article 5.1 of the Terms and Conditions or any other case in which the purchase contract cannot be withdrawn from, the buyer - consumer has the right to withdraw from the purchase contract within fourteen (14) days of receipt of the goods in accordance with the provisions of Section 1829(1) of the Civil Code, whereby if the subject of the purchase contract is several types of goods or the delivery of several parts, this period shall run from the date of receipt of the last delivery of goods. In the case of a contract of sale involving regular repeated deliveries of the same goods, the withdrawal period shall run from the date of receipt of the first delivery. The withdrawal from the purchase contract must be sent to the Seller within the period specified in the previous sentence. The Buyer may send the withdrawal from the Purchase Contract to the Seller's business address 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 the Terms and Conditions, the Purchase Contract shall be cancelled from the outset. The goods must be returned to the Seller within fourteen (14) days of the withdrawal from the contract. If the Buyer withdraws from the Purchase Contract, the Buyer shall bear the costs associated with the return of the goods to the Seller, even if the goods cannot be returned by normal postal means due to their nature.
    4. In the event of withdrawal from the contract pursuant to Article 5.2 of the Terms and Conditions, the Seller shall return the funds received from the Buyer within fourteen (14) days of the Buyer's withdrawal from the Purchase Contract. The Seller shall also be entitled to return the performance provided by the Buyer upon return of the goods by the Buyer or in another way, provided that the Buyer agrees to this 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 to him or proves that he has sent the goods to the seller.
    5. The Seller is entitled to unilaterally set off the claim for payment for damage 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 the provisions of § 1829 paragraph 1 of the Civil Code, the seller is also entitled to withdraw from the purchase contract at any time until the buyer takes over the goods. In this case, the Seller shall refund the purchase price to the Buyer without undue delay, in cash to the account designated by the Buyer.
    7. If a gift is given to the Buyer together with the goods, the gift contract between the Seller and the Buyer is concluded with the condition that if the Buyer withdraws from the purchase contract, the gift contract with respect to such gift shall cease to be effective and the Buyer shall be obliged to return the gift together with the goods to the Seller.
    8. The Seller reserves the right to cancel the order or part of it before the conclusion of the purchase contract if the goods are no longer manufactured, the price of the supplier of the relevant goods has increased significantly. In the event that this situation arises, the Seller undertakes to contact the Buyer immediately in order to agree on further action.
    9. In the case of special order goods or goods that are out of stock, the Seller shall confirm the price and new delivery date to the Buyer in advance by telephone/email. If the buyer does not agree to such a change, the order is not confirmed and the order is not executed. If the buyer has already paid part or all of the purchase price, this amount will be transferred back to the buyer's account.

    VI. Rights arising from defective performance

    1. The rights and obligations of the contracting parties with regard to the rights arising from defective performance are governed by the relevant generally binding legal regulations (in particular the provisions of Sections 1914 to 1925, Sections 2099 to 2117 and Sections 2161 to 2174 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended).
    2. The Seller shall be 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 characteristics agreed between the parties and, in the absence of agreement, have the characteristics described by the seller or manufacturer or expected by the buyer in view of the nature of the goods and on the basis of the advertising carried out by them,
      • the goods are fit for the purpose for which the seller states they are to be used or for which goods of that kind are usually used,
      • the goods correspond in quality or workmanship to the agreed sample or specimen if the quality or workmanship was determined by reference to the agreed sample or specimen,
      • the goods are in the appropriate quantity, measure or weight; and
      • the goods comply with the requirements of the legislation.
    3. The provisions set out in Article VI.2 of the Terms and Conditions shall not apply to goods sold at a lower price to the defect for which the lower price was agreed, to wear and tear caused by normal use of the goods, to the defect corresponding to the level of use or wear and tear that the goods had when taken over by the buyer, or if this results from the nature of the goods.
    4. If the defect becomes apparent within six months of receipt, the goods shall be deemed to have been defective on receipt. The buyer shall be entitled to exercise the right to claim for a defect which occurs in consumer goods within twenty-four months of receipt.
    5. The Buyer shall assert the rights arising from defective performance at the Seller's business address where the acceptance of the claim is possible with regard to the range of goods sold.
    6. The buyer shall not be entitled to the right of defective performance if the buyer knew before taking over the goods that the goods were defective or if the buyer himself caused the defect.
    7. The buyer has the right to have a new item delivered or a part replaced even in the case of a removable defect, if the item cannot be used properly due to the recurrence of the defect after repair or due to a greater number of defects. In this case, the buyer also has the right to withdraw from the contract.
    8. If the buyer has not notified the defect without undue delay after he could have discovered it with timely inspection and sufficient care, the court shall not grant him the right of defective performance. In the case of a latent defect, the same shall apply if the defect was not notified without undue delay after the buyer could have discovered it with reasonable diligence, but at the latest within two years after the delivery of the goods.
    9. Further rights and obligations of the parties relating to the seller's liability for defects are regulated by the seller's Complaints Procedure.

    VII. Delivery and transport

    1. The Parties may deliver all written correspondence to each other by electronic mail.
    2. The Seller provides or mediates the following methods of delivery of goods:
        • sending to an address by a shipping service in the Czech Republic and Slovakia - GLS or PPL
          Delivery via this carrier usually takes 24 hours (from the dispatch of the ordered goods) according to standard shipping conditions. Delivery to Slovakia usually takes 1-2 working days (from dispatch of the ordered goods).
          When choosing this delivery method, the buyer is obliged to provide a telephone number in the online order in order to confirm the delivery date of the selected carrier.
        • sending to an address by parcel company in the Czech Republic and abroad - Zásilkovna
        • delivery to parcel shops and parcel points - Zásilkovna, Balíkovna, PPL parcel shop, GLS parcel shop
        • electronically by email - in case of ordering a gift certificate
        • in person at the address of the establishment: Anenská 175, Silůvky (after payment of the order by transfer to the account), always by telephone
        • - for an order of 1000 CZK or more, free shipping
      • Dispatch - Preparation for dispatch refers to the time required for the completion of all formalities in connection with the handover of the ordered goods to the carrier. Dispatch then means the handover of the ordered goods by the seller to the carrier. The preparation for dispatch as well as the dispatch itself takes place in working days.
        The Seller shall prepare the goods in stock for dispatch no later than 2 working days after receipt of the electronic order, otherwise according to the individually agreed delivery time of the requested item.
      • Shipment tracking - In case the buyer chooses the method of shipment via Czech Post, Zásilkovna, PPL or GLS, the shipment can be tracked online using the Shipment Tracking system via the carriers' websites at any time after receiving information from the seller about the shipment of the goods.
      • The current valid price list of shipping charges will be displayed in the checkout when selecting the delivery address. All shipping rates are contractual and the current valid rates are always listed.


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

      • We do not charge any packing or other fees.
      • The goods are delivered to the buyer at the address specified by the buyer in the order.
      • The choice of delivery method is made during the ordering process.
      • The cost of delivery of the goods depending on the method of shipment and receipt of the goods is specified in the buyer's order and in the confirmation of the order by the seller. In the event that the method of delivery is agreed upon at the Buyer's specific request, the Buyer shall bear the risk and any additional costs associated with this method of delivery.
      • If the Seller is obliged under the Purchase Contract to deliver the goods to the place specified by the Buyer in the Purchase Order, the Buyer is obliged to take delivery of the goods upon delivery. In the event that for reasons on the Buyer's side it is necessary to deliver the goods repeatedly or in a different way than specified in the order, the Buyer is obliged to pay the costs associated with the repeated delivery of the goods or the costs associated with a different method of delivery. In the event of non-acceptance of the goods by the Buyer, the Buyer shall pay 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 of the goods and in the event of any defects to notify the carrier immediately. In the event of a breach of the packaging indicating unauthorised intrusion into the shipment, the Buyer may not accept the shipment from the carrier.
      • The buyer acquires ownership of the goods by paying the full purchase price for the goods, including delivery costs, but not before taking delivery of the goods. Liability for accidental destruction, damage or loss of the goods passes to the buyer at the moment of taking over 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, ID No.: 000 20 869, internet address: https://adr.coi.cz/cs, is competent for the out-of-court settlement of consumer disputes arising from purchase contracts. The online dispute resolution platform located at http://ec.europa.eu/consumers/odr can be used to resolve disputes between the seller and the buyer under the purchase contract.
      2. The European Consumer Centre Czech Republic, located at Štěpánská 567/15, 120 00 Prague 2, internet address: 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 (Regulation on online dispute resolution for consumer disputes).
      3. The Seller is authorised to sell goods on the basis of a trade licence. Trade control is carried out within the scope of its competence by the competent trade licensing authority. The Czech Trade Inspection Authority supervises, among other things, compliance with Act No. 634/1992 Coll., on Consumer Protection, within a defined scope.

      X. Final provisions

      1. All agreements between the seller and the buyer are governed by the law of the Czech Republic. If the relationship established by the Purchase Agreement 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 the consumer's rights under generally binding legislation.
      2. The Seller is not bound by any codes of conduct in relation to the Buyer within the meaning of Section 1826(1)(e) of the Civil Code.
      3. The Buyer hereby assumes the risk of a change of 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 change or supplement the wording of the Terms and Conditions. This provision does not affect the rights and obligations arising during the validity of the previous version of the terms and conditions.
      6. An annex to the terms and conditions is sample withdrawal form.

      These terms and conditions come into effect on January 1st 2018.

      Complaints Procedure

      The Complaints Procedure is an integral part of the General Terms and Conditions of Ing. Martina Heliová - Dalia Coffee, with its registered office at Anenská 175, 664 46 Silůvky, identification number: 06962572, operating on the basis of a trade license (hereinafter referred to as the "Seller"), and describes the procedure of how to approach a claim for goods purchased from the Seller.

      1. The Buyer is obliged to get acquainted with the Complaints Procedure and General Terms and Conditions (hereinafter referred to as "Terms and Conditions") before ordering the goods. At the same time, the Buyer acknowledges that he is obliged to provide the Seller with the necessary cooperation necessary for the settlement of the complaint, otherwise the time limits are adequately extended by the time in which the Buyer did not provide the required cooperation.
      2. By concluding the purchase contract and accepting the goods from the seller, the buyer agrees to this Complaints Procedure.

      Quality guarantee

      1. As a proof of warranty, the Seller shall issue a proof of purchase (invoice) for each purchased item with the statutory information required to invoke the warranty.
      2. The time limit for exercising rights from defective performance begins on the date of receipt of the goods by the buyer, i.e. the date indicated on the proof of purchase. The time limit is:
        • 24 months for new (including unpacked) goods;
        • for second-hand goods 12 months (second-hand goods are goods that are used or serviced without defect, and the completeness of the packaging does not prevent the full use of the product);
        • in the case of consumer goods, the buyer is entitled to exercise the right of defect within 24 months, however, if the goods do not have an expiry date on them, in which case the period is reduced only to the date marked on the packaging of the goods;
        • for an entrepreneur buyer, the time limit for exercising the rights of defective performance may be regulated differently if this is expressly stated for the type of goods in question, the time limit thus stated shall prevail.
      3. The period shall end on the date which coincides numerically with the date on which it began and the corresponding number of months later.
      4. The rights of liability for defects in the goods for which the guarantee of quality applies shall lapse if they have not been exercised within the period specified.
      5. In the event of a claim being settled by means of a replacement of the goods, no new time limit shall run; the time limit starting on the date of receipt of the goods by the purchaser shall be decisive.
      6. The seller is liable to the buyer thatvěc při převzetí nemá vady;
        • at the time the buyer took possession of the item, the item has the characteristics agreed between the parties
        • the thing is fit for the purpose for which the seller states it is to be used or for which a thing of that kind is usually used;
        • the thing is in the appropriate quantity, measure or weight;
        • the item complies with the requirements of the law.
      7. If the defect manifests itself within twelve months of receipt, it shall be deemed to have been defective when the buyer took possession of the item, unless the seller proves otherwise.

      Warranty conditions

      1. Inspection of goods on receipt
        • The buyer shall check the goods, their completeness and undamaged packaging upon personal receipt from the seller.
        • Upon receipt from the carrier, the Buyer shall properly and carefully check the condition of the shipment (in particular the number of packages, the integrity of the company logo tape, the integrity or damage to the packaging).
        • The buyer shall also check the completeness of the goods on the day of receipt, in particular that the package contains everything it is supposed to contain.
        • Any discrepancies must be reported to the Seller upon receipt from the carrier and noted in the carrier's handover report or the Buyer may refuse to accept the shipment, or they can always be reported to prazirna@daliacoffee.cz.
        • In addition, the seller recommends attaching photo documentation of the damage and packaging in the case of receipt from the carrier.
        • These arrangements are without prejudice to the statutory time limit for the exercise of rights arising from defective performance. An additional claim of incompleteness or external damage to the shipment does not deprive the buyer of the right to claim the item, but gives the seller the opportunity to prove that there is no breach of the purchase contract.
      2. Making a claim
        • Before sending the goods, we recommend to make sure that the goods are within the legal warranty period, i.e. the period of 24 months from receipt of the goods or the expiry date marked on the packaging has not expired. The buyer can make a claim by sending it to the address of the establishment, i.e. Dalia Coffee, Anenská 175, 664 46 Silůvky.
        • The shipment must contain the claimed goods.
        • Furthermore, the Seller recommends enclosing a copy of the proof of purchase or other appropriate proof of the warranty of the goods, a detailed description of the defect and sufficient contact details of the Buyer (especially return address and telephone number). Without the above, it is impossible to identify the origin and defect of the goods.
        • Please note - do not send the parcel by cash on delivery. Goods sent on COD will not be accepted.
        • The seller also recommends that you choose the desired method of complaint handling (repair, replacement, credit note). The buyer cannot subsequently change the choice made without the seller's consent. However, this does not apply if the buyer has requested the repair of an item that proves to be beyond repair or is not repaired in time.
        • The Seller shall issue the Buyer with a written confirmation of when the claim was made, what its content is, what method of handling the claim is required, by email immediately after the claim has been accepted.
        • The Buyer is aware that if the Buyer fails to deliver the claimed goods including all accessories received, then in the event of the Buyer's withdrawal from the contract, the Buyer will be refunded the purchase price less the price of the undelivered accessories.
      3. Exclusions
        • Breach of the protective seal, informative sticker or serial number puts the buyer at risk of rejection of the claim, unless the damage occurs during normal use. The seals and serial numbers are an integral part of the goods and in no way restrict the customer's right to use and handle the goods to the full extent of their intended use.
        • Furthermore, the warranty does not cover damage caused by (if such activity is not a normal activity and is not prohibited in the enclosed instructions for use):
          • 1. mechanical damage to the goods,
          • electrical surges (visibly burnt components or circuit boards), except for normal deviations,
          • the use of the goods in conditions which do not correspond to the temperature, dustiness, humidity, chemical and mechanical environment directly intended by the seller or the manufacturer,
          • improper installation, handling, operation or neglect of the goods,
          • damage caused by excessive loading or use contrary to the conditions specified in the documentation or general principles,
          • unqualified intervention or alteration of parameters,
          • goods that have been modified by the customer (painting, bending, etc.), if the defect is the result of such modification,
          • damage caused by natural elements or force majeure,
          • the use of incorrect or defective software,
          • the use of incorrect or non-original consumables, nor for any damage resulting therefrom, unless such use is customary and has been excluded in the enclosed instructions for use.
        • These limitations do not apply if the characteristics of the goods that are contrary to the above conditions have been expressly agreed between the buyer and the seller, exchanged or declared by the seller, or can be expected due to the advertising or the usual use of the goods.
      4. Refusal to accept a claim
        The Seller has the right to refuse to accept the goods for complaint in cases where the goods and/or their components are contaminated or do not meet the basic requirements for hygienically safe submission of the goods for complaint.

      Complaint handling

      • Buyer - consumer
        In accordance with the provisions of Section 2, paragraph 1, letter a) of Act No. 634/1992 Coll., on Consumer Protection, as amended, a consumer is a natural person who does not act within the scope of his/her business activity or within the scope of his/her independent exercise of his/her profession.If the buyer is a consumer, the seller decides on the complaint immediately, in complex cases within three working days. This time limit does not include the time appropriate to the type of product or service required for a professional assessment of the defect.The seller shall settle the complaint, including the removal of the defect, without undue delay, no later than 30 days from the date of the complaint. The period of 30 days may be extended after the claim has been made by agreement with the consumer - such extension shall not be for an indefinite or unreasonably long period. After the expiry of the time limit or the extended time limit, the defect shall be deemed to have actually existed and the consumer shall have the same rights as if it were a defect that could not be remedied.
      • Buyer - entrepreneur/company
        If the buyer is an entrepreneur/company, the seller undertakes to decide on the complaint within 40 days from the date of the complaint. The buyer-entrepreneur will be informed of this decision by contact email.

      Common provisions

      1. The Seller shall issue the Buyer with a written confirmation of the date and manner of settlement of the claim, including confirmation of the repair and the duration of the claim, or the reasons for rejecting the claim. After the claim has been settled, the Seller shall notify the Buyer of the termination of the claim either by telephone or by email. If the goods have been sent by a shipping service, they will be automatically sent to the Buyer's address after settlement.
      2. Once a recognised claim has been settled by repair or replacement, the warranty of the equipment is extended for the duration of the claim. The duration of the claim is calculated from the day after the claim is made to the day on which the buyer is informed of the settlement.
      3. The Buyer shall be entitled to reimbursement of the reasonable costs incurred in pursuing a valid claim. These costs are understood to be the least necessary. In particular, the postage costs for sending the claim. These costs may not include the car journey for the claim and express transport and other similar costs. Reimbursement of costs must be requested without undue delay, but at the latest within 1 month of the end of the period for exercising rights under the defective performance.
      4. The buyer is obliged to check the goods received and their conformity with the dispatch protocol of the claim. The buyer shall also check the completeness of the goods, in particular that the packaging contains everything it is supposed to contain. Later objections shall no longer be taken into account.
      5. These arrangements are without prejudice to the statutory time limit for the exercise of rights arising from defective performance.
      6. The buyer's statutory rights are not affected by this Complaints Procedure.

      Wholesale customers

      To register as a wholesale customer, use https://www.daliacoffee.cz/registrace/. Once your registration is approved, you will be set up with a price list with a default 20% discount on coffee plus additional discounts on other items.

      If you order more than 10 kg of coffee in 30 consecutive days, an additional 5% discount will be applied to your next order for coffee, for a total discount of up to 25% on coffee.

      When purchasing as a wholesale customer, you must order at least 3 kg of coffee per order via the e-shop.

      Wholesale customers may also receive an invoice with a 14 day payment due date, this option may be cancelled after ordering and partial or full payment for the order may be required before dispatching.