Business Terms and Conditions
Operator of an e-shop
Volyňských Čechů 837, 438 01 Žatec, Czech Republic
ID No.: 25430386, Tax ID No.: CZ25430386
1. Accepting and Handling an Order, Purchase Contract
Using an inquiry form (in the upper navigation bar and with each product), a person interested may request information concerning any product, its ordering, availability, price and delivery terms. We will pay maximum attention to the request and try to respond to it as quickly as possible. All requested information will be sent to the specified email address and interested persons may also place an order by email. The order shall include your name, surname or the name of an organisation or institution, ID No., Tax ID No., the title of the goods and number of ordered pieces. The order is firm and the Seller shall inform the Buyer of the order acceptance by email.
By sending the order the customer undertakes to accept the goods and pay for them according to the agreed terms and conditions. By accepting the order, the supplier undertakes to deliver the goods in the term, amount and quality determined.
The Buyer's order represents a draft of a Purchase Contract, and the Purchase Contract itself is concluded by the Seller confirming the order. From that moment, mutual rights and obligations are established between the Buyer and the Seller. By concluding the Purchase Contract, the Buyer confirms that they are familiar with these Business Terms and Conditions including the complaint terms and conditions and that they agree with them. The Buyer shall be notified of these Business Terms and Conditions and the Complaint Rules in a satisfactory manner before placing an order, having had the opportunity to become familiar with them. The Seller reserves the right to cancel an order or a part of it prior to concluding the Purchase Contract in the following situations: the goods are no longer sold or delivered, or the price of the delivered goods has significantly changed. In the event that this situation occurs, the Seller shall immediately contact the Buyer in order to agree on further steps. In the event that the Buyer has already paid a part of the purchase price or its whole amount, this amount shall be refunded into their bank account and the Purchase Contract shall not be concluded.
2. Order Cancellation.
In the event that the Buyer cancels their order within 12 hours following the moment it was confirmed by the Seller, we consider the order to be cancelled. An order may be cancelled by email or by phone. When cancelling an order, it is necessary to specify your name, email and the order number.
3. Types of Transportation
In the event that the goods are purchased in person, it is possible to collect them at the address of the company on the day on which the order is confirmed provided the ordered goods are in stock. Otherwise we will inform you. Orders may be collected from "from – to" on workdays, or as arranged beyond these hours. The goods are delivered in the manner that arises out of the mutual agreement or the Buyer's requirements. A shipment is usually delivered on the day after the day of dispatch. The customer is informed of the dispatch by email.
In the event of an individual arrangement, the supplier is able to arrange that the products are handed over by persons wearing period costumes in a stylish way. A special fee is charged for this service.
4. Delivery and Delivery Terms
Some shipments may be divided into more parcels. The postage remains unchanged. We monitor all shipments until they are delivered. Thus, we try to avoid problems that may occur while delivering shipments.
The parcel always includes an invoice. The warranty period starts on the day that is specified in the invoice.
The goods are subject to a statutory warranty period. In questionable cases the warrantyperiod may be prolonged by 5 (in words: five) days as compensation for the time of transportation.
6. Non-Compliance with the Purchase Contract.
If the item is not in compliance with the Purchase Contract upon take-over by the Buyer (hereinafter referred to as "non-compliance with the Purchase Contract"), the Buyer shall be entitled to have the item restored to a condition corresponding to the Purchase Contract by the Seller free of charge and without undue delay, and, at the Buyer's discretion, either by replacing or repairing the item; if such procedure is impossible, the Buyer may claim a reasonable discount from the item price or withdraw from the Contract. This shall not apply if the Buyer knew about the non-compliance with the Purchase Contract or if they have caused such non-compliance with the Purchase Contract themselves. Non-compliance with the Purchase Contract, which occurs within six months following acceptance of the item, shall be regarded as non-compliance existing at the moment of acceptance of the item, unless it contradicts the nature of the item or unless proven to the contrary.
7. Withdrawal from the Contract
It is possible to withdraw from the Purchase Contract within 14 calendar days provided the Purchase Contract was concluded by means of distance communication (the e-shop).
The period of 14 days commences on the day following the day on which the goods were taken over.
In the event that the period finishes during the weekend or on a bank holiday, the next workday shall be regarded as the last day of the period.
Withdrawal from the Contract shall be delivered to the supplier on the last day of the 14-day period at the latest. It is not sufficient to only send it on this day. The goods may even be returned later provided it has been agreed as such.
By unpacking and using the goods the title to withdraw from the Contract without stating a reason shall not expire.
The goods needn't be returned in the original packaging. However, the supplier is entitled to be compensated for the costs associated with new packaging of the goods.
It is also possible to return goods having been used already. However, the supplier is again entitled to be compensated for the costs associated with restoration of the goods into their original condition.
The customer shall receive their money back within 30 days following their withdrawal from the Contract at the latest.
8. How to proceed while returning goods:
The goods to be sent back to our address shall be sent as described below and using a forwarder of your choice:
How to prepare the shipment: The shipment shall be complete (including accessories and all documentation) and in the same condition in which you took it over upon delivery. The shipment shall also include the receipt. Please always use wrapping paper or cardboard so that the original packing cannot be labelled, covered with writing or otherwise devalued during transportation. Do not send the goods cash-on-delivery; such shipments will not be accepted. We recommend that you insure the goods. The money will be refunded into your bank account (remember to specify it) usually within 3 workdays following receipt of the shipment, or it will be returned in cash at the company's seat.
In the event that the goods are returned, the amount of money to be returned to the Buyer shall be decreased by the costs expended for dispatching the goods.
A manner of payment may be agreed on while ordering the goods.
Payment in advance: The Buyer will receive a pro-forma invoice with all data concerning the payment. We will dispatch the goods after having received the payment in our bank account.
Cash on delivery: We will send you the ordered goods by post and upon taking the goods over you will pay them in cash (only within the Czech Republic).
Collection of goods in person: The Buyer shall pay for the goods in cash while collecting them in person at the company's seat.
10. Complaint Rules
In the event that the goods you have received from us are damaged or do not work, proceed according to these Complaint Rules. Returning goods for the reason of withdrawal from the Contract is described in Point 7 – Withdrawal from the Contract.
The products to which the title of complaints applies shall be handed over to be assessed immediately after the defect is found. The products shall be clean and provided with relevant documents, as well as with the description of the defect, or the place of the defect shall also be marked.
How to proceed during a complaint
If you want to file a complaint, send the product to the following address: Creolan s.r.o., Volyňských Čechů 837, 438 01 Žatec, Czech Republic. The shipment shall be complete (including accessories and all documentation) and in the same condition in which you took it over upon delivery. The shipment shall also include the receipt. Please always use packing paper or cardboard so that the original packing cannot be labelled, written on or otherwise devalued during transport. Do not send the goods cash-on-delivery – they will not be accepted. We recommend that you insure the goods.
Immediately after the Seller receives the goods, the Buyer shall receive a complaint protocol.
A shipment may be complained about within 3 days following its delivery provided the damage was not obvious upon delivery. In the event that the parcel is visibly damaged or if the protective tape is damaged, file a complaint directly with the forwarder. The supplier shall not be liable for damage that occurs during transportation.
The goods shall be packed for transportation properly so that they cannot be damaged.
Defective or damaged goods shall be replaced or the purchase price shall be refunded.
All documents that the Buyer received together with the goods shall be enclosed with the goods, e.g. a receipt, a warranty card, etc.
The Seller shall not be liable for damage arising out of operation of the products and their functional properties, nor for damage arising out of unprofessional use of the products or caused by external events and incorrect manipulation. The warranty does not apply to such defects.
For the reasons of hygiene, the goods may only be accepted for complaint provided they have been properly cleaned.
In the event that the producer provides an extended warranty, it will be specified in the catalogue for the relevant goods.
If a complaint is rejected, the Seller may charge the Buyer for costs associated with the complaint proceedings and with manipulation.
We will inform you of processing the complaint by email or SM