Terms and Conditions

1. Introduction

By placing an order, the customer undertakes to pay for and accept the ordered goods. By placing an order, the customer also agrees to these terms and conditions. The relationship between the seller and the buyer is governed by the Czech Civil Code and these terms and conditions. Information about goods and prices provided by the seller is binding, except in the case of an obvious error and only up to the quantity in stock. Prices include all taxes (e.g. VAT) and fees, excluding the cost of delivery. Photos on the store's website correspond to the goods sold, except for minor graphic changes to the packaging made by the manufacturer.

2. Order

Orders in the online store www.mixbox.cz can be placed by filling in and submitting the order form, by phone, by e-mail, or in writing to the contact address listed on the website.

The subject of the contract is the goods listed in the order.

The seller will deliver the goods to the buyer complete, no later than 10 days after the order confirmation, unless a different delivery period is stated for a particular item. If for any reason the shipment of the order is likely to be delayed by 5 or more days, the customer will be informed. If all items in the order are marked “in stock”, the seller will ship the goods within two business days. The buyer is obliged to accept and pay for the goods. The buyer is advised to check the goods as soon as possible upon receipt.

If goods that are currently sold out are ordered, they will be shipped immediately after they are restocked. If payment in advance is chosen, the goods are usually shipped on the second business day after the payment is credited to the online store's account.

Documents relating to the goods, in particular the tax document (invoice), confirmations and certificates, are sent together with the goods. At the buyer's request, the seller will promptly confirm in writing the scope and duration of the seller's obligations in the event of defective performance.

3. Order cancellation

The customer has the right to cancel the order at any time, without giving a reason. If the customer withdraws from the order after it has already been shipped, the seller has the right to demand payment of the costs associated with shipping the ordered goods, and the customer is obliged to pay these costs to the seller. The customer may cancel the order by phone or e-mail. When cancelling an order, enough information must be provided to identify the order being cancelled, in particular the customer's name, e-mail, type of goods, bank details, etc.

The withdrawal from the contract must be delivered to the seller within the 14-day period (handing it over for postal or other delivery within that period is not sufficient). The buyer does not need to state the reason for withdrawing from the contract.

The seller will refund the buyer the amount corresponding to the price of the goods and the delivery costs paid within 14 days of the withdrawal from the contract; delivery costs are refunded up to the amount of the cheapest delivery method offered. The seller may withhold the refund until the buyer hands over the goods or proves that they have been sent. Within the same 14-day period from the withdrawal, the buyer is obliged to send the goods back. The goods must be returned (not cash on delivery) complete, preferably in the original undamaged packaging. The cost of returning the goods is borne by the buyer.

If the returned goods are damaged due to a breach of the buyer's obligations, the seller is entitled to claim compensation for the damage from the buyer and to set it off against the amount to be refunded.

Exceptions: Withdrawal from the contract is not possible for goods that are exempt from this right by law (Section 1837 of the Czech Civil Code). In the range of this store, this applies in particular to goods that are perishable or have a short shelf life, goods in sealed packaging that cannot be returned once the packaging has been opened for health or hygiene reasons, goods that have been irreversibly mixed with other goods after delivery, and goods customized to the consumer's wishes. Details and the practical procedure can be found on the Returns and Complaints page.

The seller may cancel or reduce an order in particular in the following cases:

• the goods are sold out,
• incorrect information about the goods, in particular about price, quantity, etc., is listed on the online store's website due to a typing error or a technical problem with the application,
• the order comes from a customer who has behaved unreliably in the past, whether on www.mixbox.cz or in other online stores, in particular by repeatedly failing to accept ordered goods, failing to pay for goods, etc.

The customer has the right to withdraw from the purchase contract within 14 days of receiving the goods. Goods can only be returned undamaged and complete, in the original packaging with all accessories, instructions, etc., without signs of use, wear or damage. After receiving the returned goods, the operator will promptly refund the customer the corresponding amount of the price paid for the goods in a manner agreed by both parties.

4. Order confirmation

After the order is received, a confirmation e-mail will be sent to the customer. If for any reason the order cannot be shipped within a reasonable time, or if other complications arise regarding the order, the customer will be informed.

5. Defective performance

If the goods received show deficiencies (e.g. they are defective, incomplete, or their quantity, weight, quality, properties or described purpose of use do not correspond), this constitutes defective performance. The buyer may report a defect within two years of receiving the goods and, depending on the nature of the defect, request:

• delivery of new goods without the defect, or a repair — depending on what is possible given the nature of the defect and what does not incur unreasonable costs,
• a reasonable discount on the price, or withdrawal from the contract with a refund of the purchase price — if the seller does not remedy the defect, refuses to remedy it, the defect recurs, or the defect is material.

If a defect becomes apparent within twelve months of receipt, the goods are deemed to have been defective at the time of receipt, unless this is inconsistent with the nature of the goods or the contrary is proven. The seller is not obliged to satisfy the claim if it proves that the buyer knew about the defect before receipt or caused it themselves.

For food products with a stated best-before date or use-by date, a defect may be reported up to that date.

For used goods, the seller is not liable for defects corresponding to the extent of previous use or wear.

6. Scope of liability for defects

The seller is liable for the goods being free of defects upon receipt and for having, for a period of two years from receipt, the properties agreed by the parties or those the buyer could reasonably expect. The seller is not liable for defects of which the buyer was informed in advance and for which a lower price was agreed — typically for goods approaching the end of their shelf life.

• If the buyer reports a defect justifiably, the period for reporting defects does not run during the time the buyer cannot use the goods.
• If the goods or a part of them are replaced, the period for reporting defects in the replaced goods starts again from their receipt.

The seller is not liable for defects caused by normal wear and tear, improper storage on the buyer's side, or failure to follow the instructions for use.

7. Complaints

The buyer is obliged to file a complaint with the seller without undue delay after discovering the deficiency. If doing so in writing or electronically, the buyer should provide their contact details, a description of the defect, and the requested method of resolving the complaint.

The buyer is obliged to prove the purchase of the goods (preferably with the proof of purchase). The period for resolving the complaint runs from the handover or delivery of the goods to the seller or to the designated service point. The goods should be packed in suitable packaging for transport to prevent damage, and should be clean and complete.

The seller is obliged to decide on the complaint without delay, no later than within three business days, or to decide that an expert assessment is needed. The seller will inform the buyer within this period if an expert assessment is required. The seller will resolve the complaint, including remedying the defect, without undue delay and no later than 30 days after it was filed, unless a longer period has been agreed with the buyer in writing. After this period expires, the buyer has the same rights as if the defect were irreparable.

The seller will issue the buyer a written confirmation that the complaint has been filed, as well as a confirmation of how it was resolved. If it is not possible to track the status of the complaint online, the seller undertakes to inform the buyer about it by e-mail. In the case of a justified complaint, the buyer is entitled to reimbursement of reasonably incurred costs associated with the complaint.

Complaint procedure:

1. the customer informs us of the complaint by phone, e-mail, or in writing,
2. sends the goods as a registered parcel (not cash on delivery) to the e-shop address,
3. includes the reason for the complaint and their address in the shipment,
4. encloses a copy of the proof of purchase of the goods in our store.

The online store www.mixbox.cz will resolve the complaint as quickly as possible, but no later than 30 days after receiving it.

8. Data protection

The seller processes the data the buyer fills in when ordering in order to fulfill the order and comply with its legal obligations (in particular accounting and tax obligations). For this purpose, the data is passed on to the carrier chosen by the buyer and to the payment gateway operator. If the seller participates in a customer satisfaction verification program, the e-mail address is also passed on to the operator of the Heureka.cz comparison site for the purpose of sending a questionnaire; you may object to this at any time. The seller does not pass buyers' personal data on to any other third parties, except where required by law.

The seller processes personal data in accordance with the General Data Protection Regulation (GDPR) and Czech Act No. 110/2019 Coll. Data needed to fulfill the order is processed on the basis of the performance of the contract, not consent. The buyer has the right to access their data, to have it corrected or erased, to restrict processing, to data portability, and the right to object to processing; consent given for marketing purposes may be withdrawn at any time. The supervisory authority is the Czech Office for Personal Data Protection (Úřad pro ochranu osobních údajů).

A detailed description of the processing — what data, why, to whom we pass it on, and what your rights are — can be found in the privacy policy.

9. Dispute resolution

Disputes between the seller and the buyer are resolved by the courts of general jurisdiction.

10. Out-of-court resolution of consumer disputes

1. Dear customer, if you believe that we have wronged you or failed to meet our obligations, please write to our e-mail address mixbox@mixbox.cz.
2. If we are unable to resolve the dispute directly, under Act No. 378/2015 Coll., amending Act No. 634/1992 Coll., on Consumer Protection, you also have the right to out-of-court resolution of the consumer dispute.
3. The body for alternative dispute resolution (ADR) of consumer disputes between a trader and a consumer is the Czech Trade Inspection Authority (Česká obchodní inspekce), or another body authorized by the Czech Ministry of Industry and Trade.
4. With the Czech Trade Inspection Authority, the consumer may submit a proposal via the online form available at adr.coi.cz.
5. The consumer may submit a proposal to the Czech Trade Inspection Authority or an authorized body no later than 1 year from the day on which they first asserted the right that is the subject of the dispute with the seller.
6. If the parties to the dispute are not satisfied with the quality of the out-of-court resolution of the consumer dispute and believe that the Rules for out-of-court resolution of consumer disputes were breached during the proceedings, they may file a complaint with the Ministry of Industry and Trade or at the e-mail address adr@mpo.cz.
7. In the case of cross-border disputes, the European Consumer Centre Czech Republic helps consumers access the relevant body for out-of-court resolution of consumer disputes.
8. The costs associated with the out-of-court resolution of consumer disputes are borne by each party.