General Terms and Conditions
These General Terms and Conditions (“Terms”) of VIONE CZ s.r.o., with its registered office at Novomoravanská 378/38, 619 00 Brno, Czech Republic, Company ID (IČO) 23488409, entered in the Commercial Register under file No. C 146177 kept by the Regional Court in Brno, e -mail info@vione.cz, telephone number +420 774 721 291, business premises address Novomoravanská 378/38, 619 00 Brno (“We” or the “Seller”) govern, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Civil Code, as amended (“Civil Code”), the mutual rights and obligations of You as buyers and Us as sellers arising in connection with or on the basis of a purchase agreement (“Agreement”) concluded through the E-shop on the website www.vione.cz.
All information on the processing of your personal data is contained in the Personal Data Processing Policy, which you can find here https://www.vione.cz/podminky-ochrany-osobnich-udaju/.
The provisions of these Terms form an integral part of the Agreement. The Agreement and the Terms are drawn up in Czech. We may unilaterally change or supplement the Terms. This provision does not affect rights and obligations arising during the effectiveness of the previous wording of the Terms.
As you know, we communicate primarily remotely. Therefore, for our Agreement it also applies that means of distance communication are used, allowing us to agree without the simultaneous physical presence of Us and You, and the Agreement is thus concluded as a distance contract in the E-shop environment via the website interface (“E-shop web interface”).
If any part of the Terms contradicts what we mutually approved during your purchase process in our E-shop, that specific arrangement shall prevail over the Terms.
- CERTAIN DEFINITIONS
1.1. Price means the monetary amount you will pay for the Goods;
1.2. Delivery Price means the monetary amount you will pay for delivery of the Goods, including the price of packaging;
1.3. Total Price means the sum of the Price and the Delivery Price;
1.4. VAT means value added tax under applicable legal regulations;
1.5. Invoice means a tax document issued in accordance with the VAT Act for the Total Price;
1.6. Order means your binding proposal to conclude an Agreement with Us for the purchase of the Goods;
1.7. User Account means an account created on the basis of the data you provide, enabling storage of entered data and keeping a history of ordered Goods and concluded Agreements;
1.8. You means the person purchasing in our E-shop, referred to by law as the buyer;
1.9. Goods means everything you can purchase in the E-shop.
2. GENERAL PROVISIONS AND INFORMATION
2.1. Purchasing Goods is possible only via the E-shop web interface.
2.2. When purchasing Goods, you are obliged to provide Us with all information correctly and truthfully. We will therefore consider the information you provided in the Order to be correct and true.
2.3. In our E-shop, we also provide access to reviews of Goods made by other consumers. We ensure and verify the authenticity of such reviews by linking reviews to specific orders; thus, in our internal system we can see the linked order ID for each review and we are able to verify and demonstrate that the review comes from a real consumer.
3. CONCLUSION OF THE AGREEMENT
3.1. The Agreement with Us may be concluded only in Czech.
3.2. The Agreement is concluded remotely via the E-shop; the costs of using distance communication means are borne by You. However, these costs do not differ from the basic rate you pay for using these means (in particular, internet access); you should not expect any additional costs charged by Us beyond the Total Price. By submitting the Order, you agree that we use means of distance communication.
3.3. In order for us to conclude the Agreement, you must create an Order in the E-shop. This proposal must contain the following data:
a) Information about the Goods being purchased (in the E-shop you select the Goods you wish to purchase by pressing the “Add to cart” button);
b) Information about the Price, Delivery Price, the method of payment of the Total Price and the required method of delivery of the Goods; this information will be entered during creation of the Order within the E-shop user environment, while information about the Price, Delivery Price and Total Price will be stated automatically on the basis of the Goods selected by you, the chosen delivery method and payment method;
c) Your identification and contact details necessary for delivery of the Goods, in particular first name, last name, delivery address, telephone number and e-mail address.
3.4. During the creation of the Order, you may change and check the data until the Order is completed. After checking, you complete the Order by pressing the “Order with obligation to pay” button. Before pressing the button, you must also confirm that you have familiarised yourself with and agree to these Terms; otherwise, it will not be possible to complete the Order. By submitting the order, you agree to the Terms and Conditions and the personal data protection terms. After pressing the “Order with obligation to pay” button, all completed information will be sent directly to Us.
3.5. We will confirm your Order as soon as possible after it is delivered to Us by a message sent to the e-mail address you provided in the Order. The confirmation will include a summary of the Order and these Terms as an attachment to the e-mail message. The Terms effective on the date of the Order, i.e., the version attached as an appendix to the confirmation e-mail, form an integral part of the Agreement. The Agreement between Us and You is concluded upon confirmation of the Order.
3.6. There may also be cases where we cannot confirm your Order. This is mainly situations where the Goods are not available or cases where you order a larger quantity of the Goods than is allowed by Us. However, we will always inform you in advance in the E-shop about the maximum quantity of the Goods and it should therefore not be surprising to you. If any reason arises for which we cannot confirm the Order, we will contact you and send you an offer to conclude the Agreement in a modified form compared to the Order. In such a case, the Agreement is concluded at the moment you confirm our offer.
3.7. If an obviously incorrect Price is stated within the E-shop or in the Order, we are not obliged to deliver the Goods to you at that Price even if you have received an Order confirmation and the Agreement has thus been concluded. In such a situation, we will contact you without undue delay and send you an offer to conclude a new Agreement in a modified form compared to the Order. The new Agreement is concluded when you confirm our offer. An obvious error in the Price is, for example, a situation where the Price does not correspond to the usual price of other sellers or a digit is missing or extra.
3.8. When the Agreement is concluded, an obligation arises for you to pay the Total Price.
3.9. If you have created a User Account, you may place an Order via it. Even in such a case, you are obliged to check the correctness, truthfulness and completeness of the pre-filled data. However, the method of creating the Order is identical to the case of a buyer without a User Account; the advantage is that you do not need to repeatedly fill in your identification details.
3.10. In some cases, we allow you to use a discount when purchasing Goods. To apply the discount, you must fill in the discount details in the designated field when creating the Order proposal. If you do so, the Goods will be provided with the discount.
4. USER ACCOUNT
4.1. Based on your registration within the E-shop, you may access your User Account.
4.2. When registering a User Account, you are obliged to provide all entered data correctly and truthfully and, in case of changes, to update it.
4.3. Access to the User Account is secured by a username and password. With respect to these login details, you are obliged to keep confidentiality and not provide them to anyone. In the event of their misuse, we bear no responsibility.
4.4. The User Account is personal and you are therefore not authorised to allow its use by third parties.
4.5. Your User Account may be cancelled by us, in particular if you do not use it for more than 24 months, or if you breach your obligations under the Agreement.
4.6. The User Account may not be available continuously, in particular with regard to necessary maintenance of hardware and software.
5. PRICING AND PAYMENT TERMS, RETENTION OF TITLE
5.1. The Price is always stated within the E-shop, in the Order proposal and, of course, in the Agreement. In the event of a discrepancy between the Price stated for the Goods within the E-shop and the Price stated in the Order proposal, the Price stated in the Order proposal shall apply, which will always be identical to the Price in the Agreement. The Order proposal also states the Delivery Price and, where applicable, the conditions under which delivery is free of charge.
5.2. The Total Price is stated including VAT and including all fees imposed by law.
5.3. We will require payment of the Total Price from you after the Agreement is concluded and before the Goods are handed over. You may pay the Total Price in the following ways:
a) By bank transfer. Information for making the payment will be sent to you as part of the Order confirmation. In the case of payment by bank transfer, the Total Price is due within 24 hours.
b) By online card payment. In such case, payment is made via the payment gateway Shoptet Pay and the payment is governed by the terms of this payment gateway, available at: https://www.shoptet.cz/obchodni-podminky/ In the case of online card payment, the Total Price is due at the moment of the transaction.
c) Cash on delivery. In such case, payment is made upon delivery of the Goods against handover of the Goods. In the case of cash on delivery, the Total Price is due upon receipt of the Goods.
5.4. The Invoice will be issued in electronic form after payment of the Total Price and will be sent to your e-mail address. The Invoice will also be available in the User Account.
5.5. Title to the Goods passes to you only after you pay the Total Price and take delivery of the Goods. In the case of payment by bank transfer, the Total Price is paid when credited to our account; in other cases, it is paid at the moment the payment is made.
6. DELIVERY OF GOODS, TRANSFER OF RISK OF DAMAGE
6.1. The Goods will be delivered to you no later than within 30 days in the manner of your choice, whereby you may choose from delivery via the carriers Česká pošta, PPL CZ, DHL, Zásilkovna;
6.2. The Goods can be delivered only within the Czech Republic.
6.3. The delivery time of the Goods always depends on their availability and on the chosen method of delivery and payment. The estimated delivery time will be communicated to you in the Order confirmation. The time stated in these Terms is indicative only and may differ from the actual delivery time. In the case of personal collection at the premises, we will always inform you by e-mail when the Goods are ready for pickup.
6.4. Upon receiving the Goods from the carrier, you are obliged to check the integrity of the packaging and, in case of any defects, to notify the carrier and Us without undue delay. If there is a defect in the packaging indicating unauthorised handling and entry into the shipment, you are not obliged to accept the Goods from the carrier.
6.5. If you breach your obligation to accept the Goods, except in cases under Art. 4 of the Terms, it does not result in a breach of our obligation to deliver the Goods to you. At the same time, the fact that you do not accept the Goods is not a withdrawal from the Agreement between Us and You. However, in such case, we are entitled to withdraw from the Agreement due to your material breach of the Agreement, or to store the Goods, for which you owe us a fee of CZK 200 per day. If we decide to withdraw from the Agreement, the withdrawal becomes effective on the day we deliver the notice of withdrawal to you. Withdrawal from the Agreement does not affect the right to payment of the Delivery Price or the right to compensation for damage, if incurred.
6.6. If, for reasons on your side, the Goods are delivered repeatedly or by a method other than agreed in the Agreement, you are obliged to reimburse Us for the costs associated with such repeated delivery. Payment details for settlement of these costs will be sent to your e-mail address stated in the Agreement and are due within 14 days of delivery of the e-mail.
6.7. The risk of damage to the Goods passes to you at the moment you take delivery of them. If you do not take delivery of the Goods, except in cases under Art. 4 of the Terms, the risk of damage passes to you at the moment you had the opportunity to take delivery but, for reasons on your side, you did not do so. The transfer of risk of damage means that from that moment you bear all consequences associated with loss, destruction, damage or any depreciation of the Goods.
6.8. If the Goods were not indicated as in stock in the E-shop and an indicative availability time was stated, we will always inform you in the event of:
a) an extraordinary production outage of the Goods, in which case we will always inform you of the new expected availability time or that the Goods cannot be delivered;
b) a delay in delivery of the Goods from our supplier, in which case we will always inform you of the new expected delivery time.
7. RIGHTS ARISING FROM DEFECTIVE PERFORMANCE
7.1. We warrant that at the time the risk of damage to the Goods passes to you under Art. 7 of the Terms, the Goods are free from defects, in particular that the Goods:
a) correspond to the agreed description, type and quantity, as well as quality, functionality, compatibility, interoperability and other agreed properties;
b) are suitable for the purpose you require and which we agree to;
c) are delivered with the agreed accessories and instructions for use, including assembly or installation instructions;
d) are suitable for the purpose for which Goods of this kind are usually used;
e) in quantity, quality and other characteristics, including durability, functionality, compatibility and safety, correspond to the usual characteristics of Goods of the same kind that you may reasonably expect, also with regard to public statements made by us or another person in the same contractual chain, in particular advertising or labelling;
f) are delivered with accessories, including packaging, assembly instructions and other instructions for use that you may reasonably expect; and
g) correspond in quality or design to the sample or model that was provided to you before conclusion of the contract.
7.2. Rights and obligations regarding rights arising from defective performance are governed by the relevant generally binding legal regulations (in particular Sections 2099 to 2117 and Sections 2161 to 2174b of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended).
7.3. If the Goods have a defect, i.e., in particular if any of the conditions under Art. 1 is not fulfilled, you may notify Us of such defect and exercise rights arising from defective performance (i.e., make a complaint) by sending an e-mail or letter to our addresses stated in our identification details. For complaints, you may also use the model form provided by Us, which forms Annex No. 1 to the Terms. When exercising rights arising from defective performance, you must choose how you want the defect to be resolved; you may not subsequently change this choice without our consent. We will handle the complaint in accordance with the right you asserted.
7.4. If the Goods have a defect, you have the following rights:
a) to have the defect remedied by delivery of new defect-free Goods or delivery of a missing part of the Goods; or
b) to have the defect remedied by repair of the Goods,
unless the chosen method of remedy is impossible or, compared with the other method, disproportionately costly, which is assessed especially with regard to the significance of the defect, the value the Goods would have without the defect, and whether the defect can be remedied by the other method without substantial difficulties for you.
7.5. We are entitled to refuse to remedy the defect if it is impossible or disproportionately costly, especially with regard to the significance of the defect and the value the Goods would have without the defect.
7.6. You are further entitled to:
a) a reasonable discount from the Price; or
b) withdrawal from the Agreement,
if:
a) we refuse to remedy the defect or fail to remedy it in accordance with legal regulations;
b) the defect occurs repeatedly,
c) the defect constitutes a material breach of the Agreement; or
d) it is apparent from our statement or from the circumstances that the defect will not be remedied within a reasonable time or without substantial difficulties for you.
7.7. The right to withdraw from the Agreement does not arise if the defect of the Goods is insignificant.
7.8. If you caused the defect of the Goods yourself, you are not entitled to rights arising from defective performance.
7.9. A defect of the Goods is not wear and tear caused by ordinary use of the Goods, or, in the case of used Goods, wear and tear corresponding to the extent of their previous use. The following cannot be considered a defect:
a) an allergic reaction to an ingredient of the product
b) an unsatisfactory fragrance or consistency
c) the colour shade of the product, which may differ from the display on your monitor
7.9. When you file a complaint, we will issue you a written confirmation stating:
a) the date when you filed the complaint;
b) what the content of the complaint is;
c) what method of handling the complaint you request;
d) your contact details for the purpose of providing information about the handling of the complaint.
7.11. Unless we agree on a longer period, within 30 days of receiving the complaint we will remedy the defects and provide you with information about the handling of the complaint using the provided contact details. If this period expires unsuccessfully, you may withdraw from the Agreement or request a reasonable discount.
7.12. We will inform you about the handling of the complaint by e-mail and issue you a confirmation of the date and method of handling the complaint. If the complaint is justified, you are entitled to reimbursement of reasonably incurred costs. You are obliged to prove these costs, e.g., by receipts or confirmations of the delivery price. If the defect is remedied by delivery of new Goods, you are obliged to return the original Goods to us; however, the costs of such return are borne by Us.
7.13. If you are an entrepreneur, you are obliged to notify and point out the defect without undue delay after you could have discovered it, but no later than within three days of receiving the Goods.
7.14. If you are a consumer, you have the right to exercise rights arising from defective performance for a defect that occurs in consumer Goods within 24 months of receiving the Goods.
7.15. You have the right to return the product without stating a reason within the statutory period, which runs from the day you receive the Goods.
7.16. Exceptions to returns
a) For hygiene reasons, it is not possible to return already opened cosmetics, perfumes and other consumable products that cannot be offered to other customers after use.
8. WITHDRAWAL FROM THE AGREEMENT
8.1. Withdrawal from the Agreement, i.e., termination of the contractual relationship between Us and You from the outset, may occur for the reasons and in the manner set out in this Article, or in other provisions of the Terms where the possibility of withdrawal is expressly stated.
8.2. If you are a consumer, i.e., a person purchasing Goods outside the scope of your business activity, you have, in accordance with Section 1829 of the Civil Code, the right to withdraw from the Agreement without giving any reason within 14 days from the day of conclusion of the Agreement, or, in the case of purchase of goods, within fourteen days from receiving them. If we concluded an Agreement the subject of which is multiple items of Goods or delivery of multiple parts of Goods, this period begins to run only on the day of delivery of the last item or part of the Goods; and if we concluded an Agreement under which we will deliver Goods to you regularly and repeatedly, it begins to run on the day of delivery of the first delivery.
8.3. You may withdraw from the Agreement by any provable means (in particular by sending an e-mail or letter to our addresses stated in our identification details). For withdrawal, you may also use the model form provided by Us, which forms Annex No. 2 to the Terms.
8.4. However, even as a consumer you may not withdraw from the Agreement in cases where the subject of the Agreement is the performance listed in Section 1837 of the Civil Code.
8.5. The withdrawal period under Art. 2 of the Terms is deemed observed if you send us a notice that you are withdrawing from the Agreement during that period.
8.6. In the event of withdrawal from the Agreement under Art. 2 of the Terms, you are obliged to send the Goods back to us within 14 days of withdrawal and you bear the costs associated with returning the goods to us. Conversely, you are entitled to a refund of the Delivery Price, but only up to the amount corresponding to the cheapest offered method of delivery of the Goods that we offered for delivery. In the event of withdrawal due to our breach of the concluded Agreement, we also bear the costs associated with returning the goods to us, however again only up to the amount of the Delivery Price corresponding to the cheapest offered method of delivery of the Goods that we offered when delivering the Goods.
8.7. In the event of withdrawal from the Agreement, the Price will be refunded within 14 days from the effective date of withdrawal to the account from which it was credited, or to the account chosen in the withdrawal from the Agreement. However, the amount will not be refunded earlier than we receive the Goods back or you prove that the Goods have been sent back to us. Please return the Goods clean, if possible including the original packaging.
8.8. In the event of withdrawal from the Agreement under Art. 2 of the Terms, you are liable to us for any decrease in the value of the Goods that arose as a result of handling the goods otherwise than is necessary to familiarise yourself with the nature, properties and functionality of the Goods, i.e., in a way you would familiarise yourself with the Goods in a brick-and-mortar store. If we have not yet refunded the Price to you, we are entitled to set off our claim for costs against your claim for a refund of the Price.
8.9. We are entitled to withdraw from the Agreement at any time before we deliver the Goods to you if there are objective reasons why it is not possible to deliver the Goods (in particular reasons on the part of third parties or reasons inherent in the nature of the Goods), even before the expiry of the period specified in Art. 1 of the Terms. We may also withdraw from the Agreement if it is apparent that you intentionally provided incorrect information in the Order. If you purchase Goods within the scope of your business activity, i.e., as an entrepreneur, we are entitled to withdraw from the Agreement at any time, even without giving a reason.
9. SETTLEMENT OF DISPUTES WITH CONSUMERS
9.1. We are not bound, in relation to buyers, by any codes of conduct within the meaning of Section 1826(1)(e) of the Civil Code.
9.2. We handle consumer complaints via the e-mail address info@vione.cz. Information on the handling of a complaint will be sent to the buyer’s e-mail address.
9.3. The competent authority for out-of-court settlement of consumer disputes arising from the Agreement is the Czech Trade Inspection Authority (Česká obchodní inspekce), with its registered office at Štěpánská 796/44, 110 00 Praha 1, Company ID: 000 20 869, website: http://www.coi.cz. The online dispute resolution platform located at http://ec.europa.eu/consumers/odr may be used to resolve disputes between the seller and a consumer buyer arising from a purchase contract concluded by electronic means.
9.4. The European Consumer Centre Czech Republic, with its registered office at Štěpánská 796/44, 110 00 Praha 1, 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 (ODR Regulation).
10. FINAL PROVISIONS
10.1. If our and your legal relationship includes an international element (for example, if we ship goods outside the Czech Republic), the relationship will always be governed by the law of the Czech Republic. However, if you are a consumer, your rights arising from legal regulations are not affected by this arrangement.
10.2. All written correspondence will be delivered between us electronically. Our e-mail address is stated in our identification details. We will deliver correspondence to your e-mail address stated in the Agreement, in the User Account, or through which you contacted us.
10.3. The Agreement may be amended only on the basis of our written agreement. However, we are entitled to amend and supplement these Terms; such changes do not affect already concluded Agreements, but only Agreements concluded after the effective date of the change. We will inform you of the change by sending information to your e-mail address at least 14 days before the change takes effect. If we do not receive from you, within 14 days of sending the information about the change, a notice of termination of the concluded Agreement for regular and repeated deliveries of Goods, the new terms become part of our Agreement and will apply to the next delivery of Goods following the effective date of the change. The notice period, in the event you give notice, is 2 months.
10.4. In the event of force majeure or events that cannot be foreseen (natural disaster, pandemic, operational failures, outages of subcontractors, etc.), we bear no liability for damage caused as a result of or in connection with force majeure events, and if the force majeure situation lasts for more than 10 days, both We and You have the right to withdraw from the Agreement.
10.5. Annexes to the Terms include a model complaint form and a model withdrawal form.
10.6. The Agreement, including the Terms, is archived in electronic form by Us, but is not accessible to you. However, you will always receive these Terms and the Order confirmation with the Order summary by e-mail, and you will therefore always have access to the Agreement without our assistance. We recommend saving the Order confirmation and the Terms.
10.7. These Terms become effective on 1 September 2025.
Annex No. 1 Formular-pro-reklamaci
Annex No. 2 Formular-pro-odstoupeni-od-smlouvy