General Terms and Conditions

Updated: August 28, 2024

Website: www.spraga.cz

Dear Customers,

We are pleased that you are interested in our goods and services. The document you are currently reading, known as the "General Terms and Conditions" (hereafter referred to as "Terms"), is a legal document outlining the regulations associated with purchasing goods or utilizing services through our e-shop, which is accessible at www.spraga.cz ("Spraga e-shop").

These Terms are specifically intended for the purchase of goods for personal consumption. Purchasing goods for resale is not permitted on the Spraga e-shop. The typical customer of the Spraga e-shop is an individual purchasing goods for their own use or for the needs of close persons. These terms are effective from September 20, 2024.

Chapter 1: Customer Account

1.1 Creating a Customer Account

• To use certain features of the Spraga e-shop, you may create a customer account. This account will facilitate future purchases and provide access to additional benefits. To create an account, you will need to provide personal information such as your name, surname, email address, and set a password. Your data will be handled in accordance with our privacy policy.

1.2 Cancelling a Customer Account

• If you wish to cancel your customer account, you can contact us at info@spraga.cz.

Chapter 2: Terms of Use of the Spraga e-shop

• You can use the Spraga e-shop to place orders for goods. Using the e-shop requires legal capacity and acceptance of these Terms.

Chapter 3: Orders

3.1 Placing an Order

• Orders can be placed directly through our e-shop. Select the desired products and complete your purchase. Once completed, a confirmation will be sent to the email you provided.

3.2 Changes to Orders

• You can change your order by contacting our customer service before the order has been shipped.

Chapter 4: Payment

• You can make payments for orders online via credit card, bank transfer, or via PayPal.

Chapter 5: Withdrawal from the Contract

• As a customer, you have the right to withdraw from the contract within 14 days of receiving the goods without giving any reason. The goods must be returned to us in undamaged condition and in the original packaging.

Chapter 6: Data Protection

• Spraga Beverages s.r.o. processes personal data in accordance with GDPR. For more information, please refer to our Privacy Policy available on our website.

Final Provisions

• These terms may be updated from time to time. We will notify you of any changes through our website. If you have any questions, please contact us at info@spraga.cz.

COMPLAINT PROCEDURE

Dear Customers,

We are pleased that you are interested in our goods or services. The document you are currently reading is our complaint procedure ("Complaint Procedure"). This legal document describes the rules for exercising rights arising from defective performance (complaints) in connection with the purchase of goods or use of services offered on the e-shop accessible via www.spraga.cz ("Spraga e-shop").

This Complaint Procedure applies to you if you are:

• (i) an individual (consumer) purchasing goods for your own needs or for the needs of your close ones, or
• (ii) a legal entity (business), most commonly purchasing for the purpose of office supplies (such as beverages or office and cleaning supplies).

Please note that the purchase of goods for the purpose of resale or further business activities is not allowed on the Spraga e-shop. Whether you are an individual or a legal entity, we will refer to you as "customer" or "you" in this document unless otherwise indicated by the context.

The rights and obligations not covered by this Complaint Procedure are governed by the applicable laws of the Czech Republic. The Spraga e-shop is operated by Spraga Beverages s.r.o., VAT: CZ19878702, with its registered office at Opletalova 1535/4, Nové Město (Praha 1), 110 00 Praha. This Complaint Procedure is effective from September 20, 2024. If you do not find an answer to your question in the Complaint Procedure, please contact us at info@spraga.cz.

1. RIGHTS ARISING FROM DEFECTIVE PERFORMANCE

   • You have the right to claim defects that appear on the goods within 24 months of receiving them unless otherwise stated in this Complaint Procedure. This does not apply to:

     • (a) fresh items intended for consumption within 24 hours, which must be claimed within 24 hours of receiving them;
     • (b) goods with a designated period of usability or minimum shelf life (usually indicated on the packaging or in the instructions);
     • (c) goods sold by weight, where the actual weight differs by no more than 30% from the weight specified in the order;
     • (d) defects on goods that were discounted due to the same defect;
     • (e) defects caused by excessive use or use in conditions unsuitable for such goods;
     • (f) defects caused by improper use, storage, or maintenance in contradiction to our instructions or the manufacturer's instructions; and
     • (g) defects caused by external factors beyond our control.

   • If you were not informed about specific features of the goods before concluding the purchase contract, we guarantee that the goods:

     • (a) are suitable for the purpose for which such goods are typically used;
     • (b) are delivered with the necessary accessories, installation instructions, and use instructions; and
     • (c) conform to the quality or model sample that we provided before the purchase.

   • If a defect appears within the first year after receipt, it is assumed that the defect existed at the time of delivery, unless this is incompatible with the nature of the goods. You cannot claim defects if they were caused by your own actions or if they result from normal wear and tear.

2. HOW TO MAKE A COMPLAINT

   • You can make a complaint in the following ways:

     • (a) via the Spraga e-shop ("Online Complaint");
     • (b) by contacting our customer service at info@spraga.cz or at our registered office.

   • Online Complaint

     • Online complaints must be submitted within 72 hours of receiving the goods. This does not apply to fresh items, which must be claimed within 24 hours, or goods with a short shelf life, which must be claimed before the expiration date.

   • Standard Complaint

     • For a standard complaint, you have the right to request a repair or replacement of the goods. If this is not possible, you may request a reasonable discount or withdraw from the contract.

3. COMPLAINT PROCESS

   • We recommend checking the goods immediately after receipt and reporting any defects without delay. Complaints must be resolved no later than 30 days from the date they are submitted.

4. FINAL PROVISIONS

   • This Complaint Procedure may be amended unilaterally. However, changes will not affect purchase contracts concluded before the change.