Terms and Conditions

Note: This document is exclusively the English translation of the original Czech “General Terms and Conditions,” which are available at http://senteso.com/terms-and-conditions. This translation is provided for informational purposes only; the legally binding version is the Czech original.

Introductory Provisions

Operator of the Online Store
The online store at http://senteso.com (hereinafter referred to as the “Online Store”) is operated by ROK corp s.r.o., with its registered office at Lipůvka 350, 679 22 Lipůvka, Czech Republic, Company ID (IČO) 14235251, VAT ID (DIČ) CZ14235251, registered in the Commercial Register maintained by the Regional Court in Brno, Section C, Insert 127314 (hereinafter referred to as “We” or the “Operator”).

Contact Details:

E-mail: info@senteso.com
Telephone: +420 601123606

Scope of the Terms and Conditions
These Terms and Conditions (hereinafter referred to as “T&Cs”) govern the rights and obligations between us as the Operator of the Online Store and you as a customer (whether consumer or entrepreneur) when purchasing goods through our Online Store. These T&Cs also contain information that we are required to provide in accordance with Act No. 634/1992 Coll., on Consumer Protection, and Act No. 89/2012 Coll., the Civil Code, as well as Regulation (EU) No. 2018/302 (so-called geo-blocking Regulation).

Information on personal data processing is available in a separate document on our website.
These Terms and Conditions come into effect on 5 June 2025 and replace the previous version.

1. Definitions of Basic Terms

1.1. We – the Operator of the Online Store, i.e., ROK corp s.r.o., Lipůvka 350, 679 22 Lipůvka, IČO 14235251, VAT ID CZ14235251, registered in the Commercial Register of the Regional Court in Brno, Section C, Insert 127314.

1.2. You – the Customer, who may be:

1.2.1. Consumer – a natural person acting outside the scope of his or her business or other gainful activity.
1.2.2. Entrepreneur – a natural or legal person acting within the scope of his or her business or other gainful activity.

1.3. Online Store – the web interface operated by We, located at http://senteso.com, where the offer of goods can be viewed and orders placed.

1.4. E-mail – electronic mail, through which You can contact us at info@senteso.com.

1.5. Telephone – the telephone number of the Operator, as listed above.

1.6. Contract – the purchase contract concluded between You and Us (whether You are a Consumer or an Entrepreneur).

1.7. Personalized Goods – goods customized according to the Customer’s specific requirements, in particular by printing or embroidery (see Section 1.9 below).

1.8. VAT – Value Added Tax.

1.9. Personalized Goods

1.9.1. Definition
Personalized Goods are any goods modified according to the Customer’s specific requirements, in particular by printing or embroidery.
1.9.2. Color and Shape Variations
The Customer acknowledges that the final color rendering and details of printing/embroidery may slightly differ from what is seen on a digital preview. Different monitors, calibration settings, and operation of printing or embroidery equipment may cause minor deviations from the graphical design.
1.9.3. Approval of the Design
Personalized Goods will only be produced after the Customer submits and approves (in writing, via e-mail) the final graphic design. By doing so, the Customer confirms that the design is binding.
1.9.4. Limitation of Right to Withdraw and Complaints
Once the Customer has approved the final graphic design of the printing or embroidery via e-mail, they may not withdraw from the Contract or assert this as a defect in a complaint solely because the final printing/embroidery appears different from what was originally expected. This is in accordance with Section 1829(1) and (2) of the Civil Code (prohibition of contract withdrawal for goods customized according to the Customer’s requirements) and Section 53(3)(g) of Act No. 634/1992 Coll. (modification of goods at the Customer’s request).

2. Relationship of the T&Cs to the Contract and Legal Regulations

2.1. These T&Cs constitute an integral part of all Contracts concluded through the Online Store. Any divergent agreement in the Contract shall take precedence over these T&Cs.

2.2. Rights and obligations not regulated by these T&Cs or the Contract shall be governed by Czech legislation, in particular:

Act No. 89/2012 Coll., the Civil Code;
Act No. 634/1992 Coll., on Consumer Protection;
Regulation (EU) No. 2018/302 (geo-blocking);
Directive 2011/83/EU on Consumer Rights;
Directive 2000/31/EC on Electronic Commerce.
In case of a conflict between these T&Cs and a legal regulation, where the regulation cannot be contractually amended, the regulation shall prevail.

2.3. Should any provision of these T&Cs or the Contract become invalid or unenforceable, it shall not affect the validity or enforceability of the remaining provisions unless it is evident from the nature of the matter that the Contract would not have been concluded without the invalid provision.

3. International Element

3.1. Legal relations between You and Us, in case of an international element, shall be governed by Czech law. Czech courts shall have jurisdiction to resolve disputes. The United Nations Convention on Contracts for the International Sale of Goods (CISG) shall not apply.

4. Methods of Resolving Complaints and Supervisory Authorities

4.1. Complaints and disputes may be resolved by:
a) out-of-court proceedings before the Czech Trade Inspection Authority (www.coi.cz);
b) e-mail at info@senteso.com;
c) telephone at +420 704 219 792.

4.2. Our activities are supervised by:

Czech Trade Inspection Authority;
Trade Licensing Offices;
Office for Personal Data Protection;
State Agricultural and Food Inspection Authority;
Regional Public Health Authorities.

5. Ordering Goods and Conclusion of the Contract

5.1. General information about ordering
The customer orders goods through the online store interface. All presentations of goods on the website are for informational purposes only and do not constitute a legally binding offer.

5.2. Order acknowledgment
After placing an order, the customer receives an email titled “Order Received Confirmation.” This email is for informational purposes only and does not indicate that a contract has been concluded. It includes the order details and legally required information.

5.3. Contract conclusion
The purchase agreement between us and the customer is concluded only at the moment we send the customer the email titled “Shipping Confirmation,” which includes the shipment date and tracking number. Until that moment, we are not obligated to accept the order, reserve or ship the goods. We reserve the right to cancel the order for reasons specified in section 9.5 of these terms.

5.4. Contract language and legal framework
Contracts are concluded in Czech (and optionally other languages depending on the customer's country). Legal relationships are governed by Czech law (see section 3).

5.5. Archiving contracts
Contracts are not stored in paper form. The full order content is electronically recorded for the legally required period and will be provided to the customer via email upon request.

5.6. Personalized goods
In the case of personalized goods (e.g. prints or embroidery based on customer requirements), the contract is concluded only after the customer approves the graphical design and we confirm receipt of payment, in accordance with section 1.9 of these terms.

5.7. Technical errors and incorrect pricing
We reserve the right to cancel the order in case of an obvious technical error, especially if the price shown on the website is significantly lower than the usual market price without an indicated discount.

6. Content of the Purchase Contract and Contract Amendment

6.1. Content of the Purchase Contract

6.1.1. Based on the concluded Contract, we are obliged to deliver to the Customer the ordered goods in the agreed scope (quantity, quality, specification), whether standard or personalized goods (in case of personalization by printing/embroidery, see Section 1.9).

6.1.2. The Customer is obliged to accept the goods and pay the agreed price, which consists of:
a) the price of the ordered goods (including any personalization fee);
b) any handling or transaction fees of the payment gateway;
c) delivery charges.

6.2. Amendment and Cancellation of the Contract

6.2.1. Once concluded, the Contract cannot be amended or canceled unilaterally. Any amendment or cancellation may occur only by mutual agreement of both parties or as provided by these T&Cs or by law.

6.3. Intellectual Property Protection

6.3.1. Goods protected by copyright, industrial designs, trademarks, or patents are delivered without granting any license to the Customer.
Goods protected by copyright must not be used by the Customer (if a natural person acting outside of business activity) for any purpose other than personal use; if a legal entity, only for internal use.

6.4. Discounts, Promotional Campaigns, Gifts, and Bonuses

6.4.1. Unless otherwise stated, individual discounts and benefits may not be combined.
6.4.2. If gifts or bonuses are provided, they constitute a separate donation tied to the validity of the main Contract; upon termination of the main Contract, the donation Contract also terminates, and gifts/bonuses must be returned.
6.4.3. Discount coupons and gift vouchers may be redeemed under the conditions specified on the coupon/voucher, unless otherwise stated, during the validity period of the discount campaign (for coupons) or within one year from issuance (for vouchers).

7. Payment Terms

7.1. Payment Methods

7.1.1. In general, the total price may be paid by the methods listed on the “Payment Terms” page of the Online Store:

bank transfer,
payment card (VISA, Mastercard) via a payment gateway,
cash on delivery (COD) (payment in cash to the courier),
electronic wallets (e.g., PayPal), if available.

7.1.2. Payment via a payment service provider is considered fulfilled once the funds are credited to our account with the given provider.

7.2. Payment Deadlines

7.2.1. Standard (Non-Personalized) Goods

a) If the price of the goods is due before delivery, the Customer is obliged to pay within 3 days from the conclusion of the Contract.
b) If payment is made upon receipt (COD), it is due at the moment the goods are received.
c) If payment is deferred (e.g., card authorization or buy-now-pay-later), the terms of the payment service provider apply.

7.2.2. Personalized Goods (Printing/Embroidery)

a) For personalized goods, the Customer is obliged to pay the total price in advance, no later than 3 days from the order confirmation.
b) If payment is not credited to our account within this period, we reserve the right to automatically cancel the order.

7.3. Payment by Credit or Other Financing

7.3.1. If the price is paid via credit or another financial product, the relationship is also governed by the agreement and terms of the financial product provider.

7.4. Electronic Delivery of Tax Documents

7.4.1. The Customer agrees that the tax document (invoice) will be issued in electronic form and sent to the e-mail provided in the order.

8. Delivery Terms

8.1. Delivery Methods

8.1.1. Available carriers (courier services, Czech Post, Zásilkovna, etc.) are listed on the “Shipping & Payment” page of the Online Store.
8.1.2. In-store pickup is not available, as we do not operate a physical branch for pick-up or complaints.

8.2. Geographic Restrictions

8.2.1. Delivery of goods is not geographically restricted; we ship to all countries that we support (see website).

8.3. Transfer of Ownership

8.3.1. Ownership of the ordered goods passes to the Customer upon receipt of the goods, but not before full payment of the price of the goods including shipping (security transfer under Section 2090 of the Civil Code).

8.4. Delivery Time

8.4.1. Standard (Non-Personalized) Goods

a) The agreed delivery time begins upon conclusion of the Contract unless otherwise agreed.
b) If payment is due before delivery, the delivery time begins upon crediting of payment to our account.
c) If the Customer is a Consumer and the delivery time is not contractually agreed, we will deliver the goods without undue delay, but no later than 30 days from the conclusion of the Contract. If payment is made in advance, the delivery time begins upon crediting of payment.

8.4.2. Personalized Goods (Printing/Embroidery)

a) The production and delivery time is 10 business days from the date of crediting of payment to our account (excluding weekends and public holidays).
b) In case of unavoidable circumstances (production capacity failure, manufacturer’s vacation, etc.), we reserve the right to extend the delivery time. In such a case, we will inform the Customer without undue delay via e-mail.

8.5. Acceptance of Goods

8.5.1. The Customer is obliged to accept the goods within the agreed time and at the agreed place.
8.5.2. If the goods are delivered by a carrier, the Customer is obliged to accept the goods upon delivery at the designated place.
8.5.3. If the Customer does not accept the goods, we have the right to:
a) withdraw from the Contract;
b) claim reimbursement of costs associated with delivery of the goods (if not prepaid);
c) claim reimbursement of storage costs (€10 per day, up to the value of the stored goods).
8.5.4. If the goods are not accepted and repeated delivery is required, we have the right to claim reimbursement of costs associated with the repeated delivery.

8.6. Identity Check and Damage Upon Delivery

8.6.1. If payment was made in advance, we may condition delivery on an identity check via a valid ID card or passport.
8.6.2. If a Consumer discovers damage to the package upon receipt, they must immediately inform us and the carrier and may request to open the package before acceptance. The Consumer may refuse to accept a damaged package.
8.6.3. If an Entrepreneur takes delivery, the risk of damage to the goods passes to them upon handing over to the carrier; in case of damage, the Entrepreneur must file a claim with the carrier.

8.7. Packaging of Goods

8.7.1. Goods shall be packaged in a manner appropriate to protect them during transportation unless otherwise agreed.

9. Right of Withdrawal from the Contract (Consumer)

9.1. General Conditions

9.1.1. A Consumer has the right to withdraw from the concluded purchase Contract within 14 days from receipt of the goods, without stating a reason (the so-called “reflection period”).
9.1.2. The 14-day period runs from:
a) the date of receipt of the goods, if a single delivery was ordered;
b) the date of receipt of the last item, if multiple goods were ordered and delivered separately;
c) the date of receipt of the first delivery, if the Contract involves regular deliveries over a period;
d) the date of conclusion of the Contract for services (e.g., design services).

9.2. Model Withdrawal Form

9.2.1. We recommend using the online form available on our website (link “Withdrawal from the Contract”). The online form is considered the primary way of exercising the right of withdrawal. Alternatively, the Customer may use the model form (annex to these T&Cs) and send it to info@senteso.com, by post to the Operator’s address, or in person at our office.

9.3. Exercising the Right of Withdrawal

9.3.1. To exercise the right of withdrawal, the Consumer may:
a) fill out the online form (primary method, link on our website “Withdrawal from the Contract”);
b) send the completed model form (annex to these T&Cs) to info@senteso.com;
c) send a written notice to the Operator’s address (see Contact Details);
d) deliver the notice in person at the Operator’s office (if established; otherwise, only methods a)–c)).
9.3.2. To meet the deadline, it is sufficient to send the notice of withdrawal no later than on the last day of the 14-day period.

9.4. Consequences of Withdrawal from the Contract

9.4.1. Withdrawal from the Contract results in the Contract being rescinded from the beginning, and the parties return everything they have provided under the Contract.
9.4.2. After withdrawal, the Consumer shall:
a) return the goods without undue delay, no later than 14 days from the date of sending the withdrawal notice (the return shipping costs shall be borne by the Consumer);
b) return any gifts and bonuses if they were provided in connection with the order.
9.4.3. For the refund of funds:
a) We will return all payments within 14 days from the date of receipt of the withdrawal notice, but not before we receive the returned goods or the Consumer proves that the goods have been dispatched;
b) We will refund the cost of the cheapest delivery method we offer; if the Consumer chose a more expensive method of delivery, the difference will not be reimbursed;
c) We will refund using the same payment method the Consumer used, unless otherwise agreed and unless this entails no additional cost to the Consumer.
9.4.4. If the value of the returned goods is reduced due to handling beyond what is necessary to establish the nature, properties, and functioning of the goods, we may reduce the refund amount by the value corresponding to the reduced value of the goods.

9.5. Operator’s Right to Withdraw from the Contract

9.5.1. We may withdraw from the Contract at any time from its conclusion until the moment the Consumer takes over the goods, for reasons including:
a) exhaustion of stock of the ordered goods;
b) non-acceptance of goods upon delivery;
c) abuse of the ordering system;
d) provision of incorrect or false data in the order;
e) ordering goods at a price significantly lower than the usual price (error of the Online Store);
f) other serious reasons.

9.6. Impossibility of Withdrawal from the Contract

9.6.1. A Consumer does not have the right to withdraw from a Contract:
a) for the supply of goods that were made according to the Consumer’s specifications or personalized (including personalized goods – see Section 1.9). Once the Consumer approves the graphic design of the printing/embroidery via e-mail, they may not withdraw or claim this as a defect in a complaint if the final appearance differs from the digital preview.
b) for the supply of goods in a sealed package that cannot be returned once unsealed (e.g., underwear, cosmetics for hygiene reasons);
c) for the supply of goods that are perishable or have a short shelf life, or goods that have been irreversibly mixed with other goods after delivery;
d) for services, if the services have been fully performed;
e) otherwise as provided by law.

9.7. Return of Goods after Withdrawal from the Contract

9.7.1. The Consumer shall return the goods:
a) no later than 14 days from the date of sending the withdrawal notice;
b) by sending them to the Operator’s address or in person (if the office is established).
9.7.2. The goods must be returned in undamaged, unused condition, including all accessories and documentation, and if possible, in the original packaging.
9.7.3. The Consumer shall also return any gifts and bonuses (if provided with the order).

9.8. Refund after Withdrawal from the Contract

9.8.1. If the Consumer withdraws from the Contract, we will refund all payments received no later than 14 days from the receipt of the withdrawal notice, but not before we receive the returned goods or the Consumer proves that the goods have been dispatched.
9.8.2. We will reimburse the costs of the cheapest comparable delivery method in full; if the Consumer chose a more expensive delivery method, the difference will not be refunded.
9.8.3. If the value of the returned goods is reduced due to handling beyond what is necessary to establish the nature, properties, and functioning of the goods, we may reduce the refund amount accordingly.
9.8.4. We will refund the money using the same payment method as used by the Consumer, or another method if agreed, provided it does not cause additional costs for the Consumer.

10. Complaints for Defective Goods (Consumer)

10.1. Scope

10.1.1. This section applies only if the Customer is a Consumer. It governs our liability for defects in the goods under a purchase Contract concluded with a Consumer.

10.2. Complaint Period

10.2.1. A Consumer may file a complaint for defects that appear within 24 months from the date of receipt of the goods (in case of used goods, the period is 12 months).
10.2.2. Exception – Printing and Embroidery (Personalized Goods)
For printing and embroidery, we provide a warranty of 3 months from the date of receipt of the goods. This period cannot be shortened. After its expiration, defects in printing/embroidery cannot be claimed unless it is a hidden defect that could not have been discovered upon receipt.

10.3. Our Liability for Defects

10.3.1. We are responsible for ensuring that the goods are free of defects at the time of receipt. In particular, we guarantee that:
a) the goods correspond to the description, quality, quantity, type, and other agreed characteristics;
b) the goods are suitable for the purpose for which the Consumer requires them, if we were informed of this purpose;
c) the goods are delivered with the agreed accessories, packaging, and instructions for use.
10.3.2. Furthermore, we guarantee that the goods:
a) have the properties usual for goods of the same kind, which can reasonably be expected, including durability, functionality, and safety, taking into account any public statements by the manufacturer or seller;
b) are delivered with accessories, packaging, and instructions for normal use;
c) correspond to the sample or model we provided to the Consumer before the conclusion of the Contract.

10.4. Limitation of Liability

10.4.1. We are not liable for:
a) wear and tear corresponding to normal use of the goods;
b) defects arising from improper maintenance or excessive use;
c) defects that arose after the goods were received (if caused by the Consumer’s own fault);
d) defects in used goods corresponding to the degree of use at the time of receipt;
e) defects in goods with a marked expiration date related to consumption after that date;
f) for personalized goods, defects in printing/embroidery if they occur due to normal wear and tear or incorrect maintenance after the 3-month complaint period.

10.5. Deadline for Exercising Rights for Defective Goods

10.5.1. The Consumer is obliged to inspect the goods upon receipt and file a complaint for defects as soon as possible after discovering the defect.
10.5.2. Rights arising from liability for defects during the warranty period must be exercised by the Consumer without undue delay after discovering the defect.

10.6. Right to Defect Removal

10.6.1. If the goods have a defect, the Consumer has the right to have the defect removed free of charge, by either:
a) delivery of a new, defect-free item;
b) repair of the goods.
10.6.2. The Consumer may not choose the method of defect removal if it is impossible or would be significantly more costly than the alternative method.

10.7. Right to Proportional Discount and Withdrawal from the Contract

10.7.1. If we refuse the complaint, fail to remove the defect, the defect recurs, or it is clear that the defect will not be removed within a reasonable time or without considerable inconvenience, the Consumer may:
a) request a proportional discount on the purchase price;
b) withdraw from the Contract.
10.7.2. The Consumer does not have the right to withdraw from the Contract if the defect is minor.

10.8. Complaint Procedure

10.8.1. A Consumer may file a complaint by:
a) filling out the online form available on our website (link “Complaint Form”) – the primary method of submitting a complaint;
b) sending the goods to the Operator’s address (or our office, if established);
c) delivering the goods in person to our office (if established; otherwise, only methods a) and b));
d) if another person is specified in the warranty certificate (e.g., a service center), to that person.
10.8.2. When filing a complaint, it is necessary to:
a) prove that the goods were purchased from us (copy of the purchase document or invoice);
b) indicate which defect is being complained of and in what manner the Consumer requests the complaint to be handled (repair or replacement). Once the goods are handed over for complaint, it is not possible to change the requested method of handling without our consent.

10.9. Handling of Complaints

10.9.1. We will handle the complaint without undue delay, but no later than 30 days from the date of filing the complaint.
10.9.2. The Consumer will be informed of the result of the complaint, and the goods will be returned in the same manner in which they were sent. If it is not possible to return them in the same way, an alternative solution will be agreed.
10.9.3. If the complaint is not handled within 30 days, the Consumer has the right to withdraw from the Contract or request a proportional discount.
10.9.4. If the complaint is upheld, the warranty period is extended by the time during which the complaint was being processed.

10.10. Reimbursement of Costs Associated with Complaints

10.10.1. If a complaint is upheld, the Consumer is entitled to reimbursement of reasonable costs incurred in exercising their rights arising from liability for defects (e.g., postage).
10.10.2. If the complaint is not upheld, we have the right to demand reimbursement of costs incurred by us in the process of examining the justification of the complaint.

10.11. Confirmation of Complaint

10.11.1. When a complaint is filed, we will issue the Consumer a written confirmation stating:
a) date of filing the complaint;
b) content of the complaint (description of the defect);
c) requested method of handling the complaint;
d) date and method of handling the complaint, including confirmation of the performed repair or a written justification of rejection of the complaint.

10.12. Extended Quality Warranty

10.12.1. In addition to the statutory warranty, a Consumer may obtain an extended quality warranty provided by the manufacturer or seller. This extended warranty may be granted via advertisement or directly by a written statement.
10.12.2. Conditions for exercising the extended warranty are governed by the statement of the warranty provider. If a specific warranty period is stated on the goods (e.g., 12 months, 24 months), that warranty period applies.

11. Complaints for Defective Goods (Entrepreneur)

11.1. Scope

11.1.1. This section applies to Entrepreneurs, i.e., natural or legal persons acting within the scope of their business activity. Provisions on consumer protection (e.g., statutory right of withdrawal, 24-month complaint period) do not apply to Entrepreneurs.

11.2. Liability for Defects

11.2.1. We shall deliver goods in the agreed quantity, quality, and specification. If quality or specification was not agreed, we will deliver goods suitable for the purpose apparent from the Contract or customary for that purpose.
11.2.2. For goods on which a defect appears before the risk of damage passes to the Entrepreneur (i.e., before handing over to the carrier or receipt), we are liable. However, if the Entrepreneur could have foreseen the defect and was not informed, no claim arises.
11.2.3. Printing and Embroidery (Personalized Goods)

We provide a 3-month warranty for printing and embroidery from the date of receipt of the goods.
After this period, no complaints for defects due to normal wear and tear or improper maintenance are possible.

11.3. Limitation of Liability

11.3.1. We are not liable for:
a) defects in goods sold for a lower price if the lower price was expressly agreed;
b) wear and tear due to normal use;
c) defects in used goods corresponding to the degree of use at the time of receipt;
d) defects in goods subject to rapid spoilage or with a marked expiration date after its expiration;
e) defects known to the Entrepreneur before receipt;
f) defects caused by the Entrepreneur;
g) for personalized goods, defects in printing or embroidery after 3 months if due to normal wear and tear or improper maintenance.

11.4. Deadline for Filing a Complaint

11.4.1. The Entrepreneur is obliged to inspect the goods as soon as possible upon receipt.
11.4.2. A complaint for a defect that is legitimately subject to a claim must be filed as soon as possible after discovering the defect, but no later than 6 months from the date of receipt of the goods (for hidden defects, within 2 years). After this period, the right expires.

11.5. Rights Upon Breach of Contract

11.5.1. If a defect constitutes a fundamental breach of contract, the Entrepreneur has the right to:
a) have the defect remedied by delivery of new, defect-free goods or delivery of missing goods;
b) have the goods repaired;
c) a proportional discount on the purchase price;
d) withdraw from the Contract.

11.5.2. A “fundamental breach” means a defect we knew or should have known before the conclusion of the Contract (e.g., a serious manufacturing defect that would have deterred the Entrepreneur from concluding the Contract).
11.5.3. If the defect does not constitute a fundamental breach, the Entrepreneur has the right only to defect removal or a proportional discount. If the Entrepreneur chooses a discount and does not notify us, we may remedy the defect by repair or replacement.

11.6. Impossibility of Requesting Withdrawal or Replacement

11.6.1. The Entrepreneur may not request withdrawal from the Contract or delivery of new goods if they cannot return the goods in the condition in which they received them, except:
a) if the change in condition was necessary to determine the defect;
b) if the goods were used before the defect was discovered;
c) if the change in condition was not caused by the Entrepreneur’s action or omission;
d) if the goods were consumed or altered normally, then the Entrepreneur must return what is possible and pay compensation for the benefit derived.

11.7. Complaint Procedure

11.7.1. The Entrepreneur may file a complaint by:
a) filling out the online form available on our website (link “Complaint Form”) – primary method;
b) sending the goods to the Operator’s address (or our office, if established);
c) delivering the goods in person to our office (if established; otherwise, only methods a) and b));
d) if another person is specified in the warranty certificate (e.g., service center), to that person.
11.7.2. When filing a complaint, it is necessary to:
a) prove that the goods were purchased from us (copy of purchase document);
b) describe the defect and request a method of handling (repair or replacement).

11.8. Handling of Complaints

11.8.1. We shall handle the complaint without undue delay, but no later than 30 days from the date of filing.
11.8.2. Goods will be returned in the same manner they were sent, unless otherwise agreed.
11.8.3. If the complaint is upheld, the deadline for exercising rights for defective goods is extended by the time during which the complaint was being processed.

11.9. Reimbursement of Costs of Complaint

11.9.1. If the complaint is upheld, the Entrepreneur is entitled to reimbursement of costs incurred (e.g., postage).
11.9.2. If the complaint is rejected, we have the right to demand reimbursement of costs incurred in returning the goods for examination.

11.10. Extended Quality Warranty

11.10.1. In addition to statutory rights, an Entrepreneur may obtain an extended quality warranty via a declaration from the manufacturer or seller.
11.10.2. Rights arising from the extended warranty and conditions for exercising it are governed by the declaration. If a specific warranty period is indicated on the goods (e.g., 12 months, 24 months), that period applies.

12. General Provisions on Liability and Data Protection

12.1. Personal Data Protection

12.1.1. Information on the processing of personal data is provided in our Privacy Policy, available on our website.
12.1.2. For personal data processing, GDPR (Regulation (EU) No. 2016/679) and Act No. 110/2019 Coll., on Personal Data Processing, apply.

12.2. Dispute Resolution and Governing Law

12.2.1. Legal relations are governed by Czech law.
12.2.2. For Contracts with an international element, the provisions of Section 3 (“International Element”) apply.
12.2.3. Consumers may also use alternative dispute resolution mechanisms, particularly through the European Union’s Online Dispute Resolution (ODR) platform, accessible at https://ec.europa.eu/consumers/odr.

12.3. Severability of Provisions

12.3.1. If a provision of these T&Cs or the Contract is found to be invalid or unenforceable, this does not affect the validity of the remaining provisions.

12.4. Amendment and Update of the T&Cs

12.4.1. We reserve the right to amend these T&Cs at any time.
12.4.2. All amendments become effective on the date they are published on the Online Store’s website.
12.4.3. Contractual relationships established before the effective date of an amendment shall be governed by the wording of the T&Cs in effect on the date the Contract was concluded, unless otherwise agreed by the parties.

Annex: Model Withdrawal Form (for Consumers)

Addressee:
ROK corp s.r.o.
Lipůvka 350
679 22 Lipůvka
Czech Republic
IČO: 14235251
VAT ID: CZ14235251

I/We (hereinafter referred to as the “withdrawing party”):

Name and surname of Consumer: _________________________________
Address of Consumer: _________________________________________
E-mail: ______________________________________________________
Telephone: ___________________________________________________

I/We hereby notify that I/we (*) withdraw from the purchase Contract for the following goods:

Order/Contract Number: _______________________________________
Date of Order: _______________________________________________
Date: _______________________________________________________

——————————————————————————————————————————————
Name of goods, quantity (and description):

Reason for withdrawal (optional):

Date: _____________________________
Signature (*): ______________________

(*) In case of electronic submission, an electronic signature (name and surname) is sufficient.

Note on Legal Binding:
This translation is exclusively the English translation of the original Czech General Terms and Conditions. In case of any discrepancy, the Czech original shall prevail. This translation is for informational purposes only and is not legally binding in place of the Czech original.