General Terms and Conditions of Business and Complaints Rules for Customers and Consumers

1. Who are We?

2. How Can You Contact Us?

3. What are Other Terms That Repeat in Our General Terms And Conditions?

4. What Do We Have To Inform All Customers By Law Before Conclusion Of a Purchase Contract?

4.1. Seller's authorization and inspection bodies. The seller is authorized to sell goods on the basis of a trade license. Trade license inspection is carried out within its scope by the relevant trade license office. Supervision of the area of personal data protection is carried out by the Office for Personal Data Protection. The respective trade inspections, such as Czech Trade Inspection, to a limited extent, supervise, among other things, compliance with consumer protection rules.

4.2. The Terms and Conditions are valid only for consumer customers. These Terms and Conditions are intended only for consumer customers, including the complaints procedure. If you shop on the e-shop as a business person (non-consumer), the purchase contract, other rights and obligations of business customers are governed by the corresponding provisions of these Terms and Conditions published on the website www.exprestlac.sk.

4.3. Illustrative nature of product photographs. All photographs on the website are for illustrative purposes only.

4.4. Goods and services, price, costs.

• A description of our products, including their main features, can be found on our website.
• The prices of goods are listed including VAT, including statutory fees.
• We do not charge any additional costs for telecommunications (e.g. if you call us on our phone number, you will only pay our regular telephone call rate).

4.5. Payment options. Specific terms of payment methods and shipping options are described in more detail during the order process or on our website. We will deliver the goods to you via a carrier of your choice from the options offered by us.

4.6. Binding of the order. By sending the order by pressing the button to complete the order in our online store, the customer creates a binding order that obliges the customer to pay. The customer has the opportunity to review and correct or change their order before sending the order, as described in more detail in section 7 of these GTC.

4.7. Binding nature of the GTC. By submitting your order, you confirm that you have read and understood the wording of these GTC.

4.8. Customer rights from defective performance. Customer rights from defective performance, or from the warranty, and the conditions for their exercise are described in Part 14 of these GTC and the following.

4.9. Accessibility Statement. We aim to ensure that our website is as accessible as possible to all users, including those with cognitive disabilities or those who are not used to shopping online, and helps them understand the overall context of the service. Our efforts are aimed at ensuring that every user can fully and independently use all the functions and content of our e-shop. For more information about the accessibility of our e-shop, which we are working to further improve, please see our Accessibility Statement. We will also provide this information in audio format upon request.

5. What Do We Have To Tell Customers and Consumers Before Conclusion of a Purchase Contract?

5.1. Right to withdraw from the purchase contract. The customer - consumer has the right to withdraw from the purchase contract without giving reasons (unless otherwise stated) within a period of 14 days, which begins to run no later than:

• in the case of a purchase contract, from the date of receipt of the goods; or
• in the case of a purchase contract with delivery in multiple pieces/parts, from the date of receipt of the last delivery of goods; or
• in the case of a purchase contract whose subject matter is regular repeated deliveries of goods, from the date of receipt of the first delivery of goods;

provided that the consumer has the right to withdraw from the purchase contract even before the time specified in Articles 5.1.1 to 5.1.3 by notifying us of his intention to withdraw from the purchase contract, by any clear statement, for example by completing and sending the form for withdrawal from the purchase contract or by sending a message to our e-mail: info@expresta.eu.

5.2. When it is NOT POSSIBLE to WITHDRAW from a purchase contract. The consumer is not entitled to withdraw from the following contracts:

• on the delivery of goods that have been modified and/or created at the customer's request or for their person;
• on the delivery of goods whose price depends on fluctuations in financial markets independent of our will, which may occur during the withdrawal period from the purchase contract;
• on the delivery of perishable goods, as well as goods that have been irreversibly mixed with other goods after delivery;
• on the delivery of goods in sealed packaging, which the consumer has removed from the packaging and for health protection or hygiene reasons it is not appropriate to return it after the consumer has broken it;
• on the provision of services, if they have been provided in full; in the case of performance for consideration, only if it began with the consumer's prior express consent before the expiration of the withdrawal period and we have informed the consumer before the conclusion of the contract that the right to withdraw from the contract expires upon the provision of performance;
• for the delivery of digital content, unless it was delivered on a tangible medium and was delivered with your prior express consent before the expiry of the withdrawal period from the purchase contract and we informed you before concluding the purchase contract that in such a case you do not have the right to withdraw from the purchase contract.

5.3. Obligation of the consumer when withdrawing from the purchase contract. If the consumer withdraws from the purchase contract, he is obliged to send back to us the goods acquired on the basis of the purchase contract from which he withdrew, no later than 14 days from the moment of withdrawal from the purchase contract. The customer-consumer is obliged to send back or return the goods complete, i.e. including all supplied accessories, all documentation, clean, undamaged and, if possible, including the original packaging.

5.4. Decrease in the value of the goods. In the event of withdrawal from the purchase contract, the customer is liable for the decrease in the value of the returned goods or the returned goods, which occurred as a result of handling the goods in a manner other than that necessary to familiarize ourselves with the nature, properties and functionality of the goods. In the event that damaged or incomplete goods are returned to us, we will set off our claim for compensation against the purchase price that you request to be returned. We will always evaluate the specific case in order to determine the extent of damage, depreciation of the goods and determine the corresponding decreased value. We will inform you about these steps by e-mail or by phone.

5.5. Return of goods. If you find an error in the delivered printed material, take a photo of it. A basic photo from a mobile phone is sufficient for us to assess the problem. In most cases, there is no need to return the goods to us, we will reprint your order. However, if you agree with our complaints department, e.g. at the e-mail address complaints@expresta.eu, to send the goods back, send them to our company address Squarebizz Bory B, Devínska Nová Ves 7465, 841 07 Bratislava - Devínska Nová Ves district, Slovak Republic. The costs of returning the goods in the event of withdrawal from the purchase contract are borne by the customer at his own expense, unless we agree otherwise. This also applies if the goods cannot be returned by regular mail due to their nature (primarily due to their large size, etc.). In such cases, you will bear the direct costs associated with returning the goods. Please note that this amount may range from 20 EUR and above (the exact amount will be calculated by the carrier based on the weight of the goods and will be communicated to the customer in advance).

5.6. Refund of the purchase price. In the event of withdrawal from the purchase contract within the withdrawal period, we are obliged to refund all money to the consumer, using the same payment method as when receiving the money, or to the account chosen by you, no later than 14 days from the withdrawal from the purchase contract. Please note that we are entitled to refund your money only when we receive the returned goods from you.

5.7. In the event of withdrawal from the purchase contract within the withdrawal period, we are obliged to refund all money to the consumer, using the same payment method as when receiving the money, or to the account chosen by you, no later than 14 days from the withdrawal from the purchase contract. Please note that we are entitled to refund your money only when we receive the returned goods from you.

5.8. Complaints. We provide out-of-court settlement of consumer complaints via email info@expresta.eu.

5.9. Out-of-court dispute resolution. The Czech Trade Inspection Authority, with its registered office at Gorazdova 24, 120 00 Prague 2, ID: 000 20 869, internet address: https://adr.coi.cz/cs, is responsible for the out-of-court resolution of consumer disputes arising from the purchase contract.

5.10. European Consumer Centre of the Czech Republic. European Consumer Centre Czech Republic, with its registered office at Gorazdova 24, 120 00 Prague 2, internet address: http://www.evropskyspotrebitel.cz, which serves to provide free assistance to consumers in resolving cross-border disputes with traders from other countries of the European Union, Norway and Iceland. It provides information on consumer rights within the European Union and helps with out-of-court dispute resolution. However, it is not authorized to resolve disputes between Czech consumers and Czech traders.

5.11. Reviews. Reviews can be submitted through Trusted Shops. Reviews can be submitted by a customer who we have verified that has actually purchased the goods from us. The customer will receive a link to submit a review from Heuréka electronically, unless they have expressed their disagreement with its submission.

5.12. False or incomplete reviews. We reserve the right not to publish customer reviews that are false, contain inappropriate language, or are unrelated to the item purchased.

5.13. Damage caused by incorrect or incomplete information. We disclaim any liability for damage caused by incorrect or incomplete information or advice, especially in cases where the achievement of a certain result depends on the activities of the addressee or other persons, or on uncontrollable facts or chance.

6. Registration, User Account

6.1. Registration. By registering on our website, you will have an overview of your order history, the status of a new order, expedited complaints, etc. You can register as a customer on the website by filling out the registration form. To create a registration, it is necessary to confirm that you have read the content of these GTC and Privacy Policy.

6.2. Obligation to provide true and correct information. When registering on the store's website and when ordering goods, the customer is obliged to provide all information correctly and truthfully. The customer is obliged to update the information provided in the user account if there are any changes. The information provided by the customer in the user account and when ordering goods is considered correct by the seller.

6.3. User account. Using your email and a selected secure password, you can access your user interface (hereinafter referred to as the "user account"), where you can, among other things, place orders for goods or monitor the status of loyalty points, if we offer them.

6.4. Blocking of the user account. The customer is obliged to maintain confidentiality regarding the information necessary to access his user account. The customer is not entitled to allow the use of the user account by third parties. We may block the user account after three (3) unsuccessful login attempts. We do this for security reasons, in particular to prevent misuse of your user account. If your user account is blocked, please contact us by e-mail info@expresta.eu.

6.5. Possibility to cancel a user account if it is not used. We may cancel a user account, especially if the customer does not use their user account for more than 1 year, or if the customer breaches their obligations under the purchase contract as set out in these GTC.

6.6. Necessary maintenance. The customer acknowledges that the user account may not be available continuously, in particular with regard to necessary maintenance.

7. How To Place an Order and Conclusion of a Purchase Contract

7.1. Creating an order. By adding goods to the cart, choosing the method of shipping and payment for the selected goods, and filling in contact and billing information, the customer creates their order in the e-shop.

7.2. Properties of the goods. The customer is obliged to familiarize himself with the properties, type and recommended method of use of the goods before completing the order. By placing the order, the customer confirms that he has become familiar with this information and that he understands it.

7.3. Order review. Before completing the order, the customer is allowed to review and change the data they entered into the order.

7.4. Order submission process. The order is submitted by clicking the order completion button and the order process is completed. By submitting the order, the customer confirms that they have agreed to these general terms and conditions and have read our Privacy Policy.

7.5. The accuracy of the data entered in the order. The data entered in the order are considered correct by the seller. If it is determined during the processing of the order that obviously false or incomplete data has been used, we may reject the order, of which you will be notified by e-mail. The customer may be liable for damage caused by intentionally providing false or incorrect data.

7.6. Additional confirmation of the order by the customer. Depending on the nature of the order (quantity of goods, purchase price, estimated shipping costs), the seller is entitled to ask the customer for additional confirmation of the order (for example, by e-mail or telephone) and is further entitled to ask the customer to specify the correctness of the selection of the quantity of goods.

7.7. When is the purchase contract concluded? The purchase contract is concluded when the order completion button is pressed.

7.8. Order confirmation by the seller. The customer who completes the order will receive an automatic confirmation of order delivery from us to the email address.

7.9. Obligations of the seller and the buyer when purchasing goods. By concluding a contract that has the nature of a purchase contract, we undertake to hand over the purchased goods to you and you undertake to take over the goods and pay us the price for such goods.

7.10. Provided materials and the customer's responsibility for their accuracy. The customer is responsible to us for ensuring that the materials provided by him for his order comply with generally binding legal regulations, including regulations for the protection of intellectual property rights, copyright and regulations on the protection of personal data. The customer is further responsible to us for ensuring that the materials do not contain any illegal, immoral or otherwise socially or morally inappropriate elements (including human nudity, pornography, fascist or other violent and inappropriate elements), confidential information or facts that may violate and/or interfere without legal reason with the rights and protected interests of third parties, or could be contrary to good morals or be considered indecent. In the event that the materials provided by him contain works protected by copyright in favor of other persons or rights protected by regulations on the protection of industrial and intellectual property in favor of other persons, the customer is responsible for obtaining the consent of such persons or authors of the works and settling all their copyright, or other, claims for the use of their work or protected rights. The customer is also responsible for ensuring that, if he provides photographs of third parties or other image and text materials, he has undisputed and valid consent to their publication, which will not violate the copyright or personal rights of third parties. The seller is not obliged to verify in any way whether the materials provided by the customer do not damage or will not damage in the future the rights and legitimate interests of third parties. The seller is not liable for any claims of natural or legal persons regarding the origin of the materials provided. The customer is liable for damage that the seller incurs due to the customer's failure to comply with the obligations specified in this point. If the customer violates the obligations specified in this point, the seller is entitled to withdraw from the purchase contract (by e-mail), or cancel the order if the purchase contract has not yet been concluded, and if the customer has already paid the purchase price or part thereof, the seller is obliged to return the already paid purchase price or part thereof within 14 days from the date of delivery of the withdrawal from the purchase contract to the customer, or from the cancellation of the order. This does not affect the seller's claim for compensation for damages to the extent of all costs incurred by the seller in the implementation of such an order.

7.11. A copy of the GTC and the form for withdrawing from the purchase contract. The customer will receive a copy of the concluded purchase contract, i.e. the current wording of these GTC in the transaction email. The consumer customer will also receive a form for withdrawing from the purchase contract within the statutory period.

7.12. Distance communication means. The customer agrees to the use of distance communication means when concluding the purchase contract. The costs incurred by the customer when using distance communication means in connection with concluding the purchase contract (internet connection costs, telephone call costs) are borne by the customer himself, and these costs do not differ from the basic rate.

7.13. Telephone order. You can also order goods by telephone. If you complete the order in this way, you will receive a confirmation from us of the creation of the order, including the total price for the goods and the costs associated with the packaging and delivery of the goods selected by the customer, to your e-mail address that you provided in the telephone call, together with these general terms and conditions, the complaints procedure, the principles of personal data processing and the form for withdrawing from the purchase contract. The purchase contract is concluded upon delivery of the confirmation of receipt of the order to your e-mail address specified in the order. If the customer does not have an e-mail address or does not provide it, the customer will receive a confirmation of the creation of the order, including the total price for the goods and the costs associated with the packaging and delivery of the goods selected by the customer, together with these general terms and conditions, the complaints procedure, the principles of personal data processing and the form for withdrawing from the purchase contract, together with the goods ordered by telephone in the shipment.

8. Price of Goods and Payment Methods

8.1. Price. All prices of goods are listed in EURO (EUR) including VAT. The price of goods is valid for the period during which it is displayed on the e-shop website, but this does not mean that we cannot conclude a purchase contract with some of our customers under individually agreed conditions.

8.2. Payment method. You can pay us the price of the goods and any costs associated with the delivery of the goods under the purchase contract by the methods specified in the second step of the order, in particular:

• via ApplePay and GooglePay;
• online payment card;
• Carte Bancaires;
• iDEAL | Wero;
• Eps;
• Klarna;
• Bizum;
• Satispay;
• Bancontact;
• Blik;
• Revolut Pay;
• Wero;
• via invoice;
• by bank transfer.

The customer chooses the method of payment and delivery of the goods during the order process. You can find out more about payment and delivery methods on our e-shop in the Shipping Price List section.

8.3. Deposit for the price of the goods. We may request a deposit or other similar payment from the customer.

8.4. Packaging and shipping costs. On our e-shop website you will also find information about the costs associated with packaging and delivery of goods. The amount of costs associated with packaging and delivery of goods will depend mainly on the chosen carrier and the location to which the goods will be delivered.

8.5. Price for delivery of goods. Together with the purchase price, the customer is obliged to pay us any costs associated with packaging and delivery of goods and any surcharge for the selected payment method. Unless expressly stated otherwise, the purchase price also includes the costs associated with delivery of goods. Before the binding completion of the order, the customer will be informed and the final price will include the costs of packaging and shipping.

8.6. Discounts on the price of goods and any bonuses for purchases. Any discounts on the price of goods or bonuses for purchases provided by us to customers cannot be combined with each other unless we expressly agree otherwise.

8.7. Unrealistic price of goods. In the event of displaying an unrealistic price of 0 EUR (in words: zero EURO) or displaying a highly non-market price, where a non-market price is considered to be a price that is below our purchase price, we reserve the right to remove this item from the order (to withdraw from the purchase contract in whole or in part). The customer will be informed of this fact by e-mail.

8.8. Invoice form. We agree that invoices will be sent electronically, to an e-mail address.

9. Everything you Should Know About Delivery of Goods

9.1. Delivery time of goods. The expected delivery time of goods is displayed for each product on the website, during the order itself in the basket we then inform the customer about the expected delivery date of the goods depending on the customer's chosen method of production speed and also on the chosen complexity of the graphic work and the production itself, while we undertake to deliver the goods within a maximum of thirty (30) days from the moment of concluding the purchase contract. The individual options for production speed chosen by the customer are indicative in nature. The production speed represents the actual duration of the production of the goods order and starts running from the moment of binding approval of the graphic design before printing by the customer. Despite the stated delivery time, we always try to prepare and deliver the order to the customer as soon as possible.

9.2. Method of transport, personal collection. The customer has the choice of choosing to transport the goods to any address via our contractual carrier at the transport price indicated during the order.

9.3. Acceptance of goods. When transporting goods to a customer, the goods are handed over by us at the moment when the carrier hands over the goods to the customer at the place of handover (usually the first door/gate at the place of delivery designated by the customer). It is at the moment of acceptance of the goods by the customer that the risk of damage and accidental deterioration of the quality of the purchased goods passes to the customer. In the case of personal collection of the goods by the customer, the goods are considered delivered at the moment of acceptance by the customer or another person designated by the customer.

9.4. Costs for special transport methods. In the event that a method of transport is agreed upon based on a special request from the customer, the customer bears the risk and any additional costs associated with this method of transport.

9.5. Repeated delivery and associated costs. If, for reasons on the part of the customer, it is necessary to deliver the goods repeatedly or in a different way than specified in the order, the customer is obliged to pay the costs associated with repeated delivery of the goods, or the costs associated with a different method of delivery. If the buyer does not accept the goods delivered on delivery, the seller is entitled to demand reimbursement of the costs of repeated delivery upon the buyer's request. At the same time, the seller is entitled to demand payment in advance from the buyer when placing the next order in order to protect his interests and prevent damage.

9.6. Damage that may arise to the seller due to failure to accept the goods. If the consumer customer does not accept the goods upon delivery by the carrier, the goods are subsequently returned to the seller and at the same time the consumer customer does not withdraw from the purchase contract within 14 days of the unsuccessful delivery of the goods, the seller is entitled to demand from the customer the costs charged by the carrier for the delivery of the goods back to the seller. This cost represents damage for the seller that arose from the breach of the customer's legal obligations within the meaning of Section 2913, paragraph 1 of the Civil Code. The seller is also entitled to charge a fee for storing the goods in the amount of 10 EUR (in words: ten EURO) and the seller is further entitled to withdraw from the purchase contract.

9.7. Possibility of offsetting claims. We are entitled to unilaterally offset the claim for reimbursement of costs for storing goods and the claim for compensation for damage due to the customer's breach of legal obligations under this part of the GTC against the customer's claim for a refund of the purchase price in accordance with Section 2913 of the Civil Code.

9.8. Customer's obligation upon receipt of goods. The customer is obliged to check the goods upon receipt and make sure of their properties (in particular, whether the customer has received the correct type of goods, whether the goods are of the agreed quality, whether the goods in their packaging contain everything that is supposed to be contained according to the instructions). In the event of visible damage to the shipment by the carrier, the customer is obliged not to accept such a shipment from the carrier at all. We are not liable for damage caused by the carrier or late delivery of goods, regardless of the reason for the delay.

9.9. Satisfaction Guarantee. Did something not go as you imagined? In such a case, the Satisfaction Guarantee can help you, which we offer you free of charge as a benefit for orders up to 250 EUR. Your order must already be paid at the time of applying the Satisfaction Guarantee. One customer can only apply the Satisfaction Guarantee once within 3 months. The Satisfaction Guarantee cannot be applied to an order that has already been created within the framework of the Satisfaction Guarantee (i.e. the Satisfaction Guarantee cannot be chained). More information about the Satisfaction Guarantee can be found under the link HERE.

10. Terms of Service - Graphic Works Beyond The Frame

10.1. Demand for graphic works. On our website we offer 30 minutes of free graphic work for each of your orders. If you need more complex graphic editing or a more demanding graphic design (for example, redrawing a logo, creating a more complex flyer, preparing a book or magazine), we will notify you in advance that the service will be charged. We will then agree with you on the time required and the final price. This way, you will not be surprised by a bill for services you were not aware of at the end. More demanding creative graphic work is charged at the rate of 39 EUR incl. VAT/hour. This will be a tailor-made graphic service. You can request a graphic design during the ordering process in the basket. Write your requirements for cooperation with our graphic designer in the printed matter ordering process, specifically in the graphic design step in the "Other requirements" field. In this step, you can also upload any other materials needed by our graphic designer (e.g. texts, images, logo, etc.). If the graphic designer needs to consult with you, he will contact you by e-mail or telephone. We will inform you in advance that the service will be charged. You can also contact us by phone or e-mail. Please provide us with as much information as possible about the materials, texts, images, and other requirements. We will contact you by e-mail or telephone to prepare a quote.

10.2. Offer. Once we know all the necessary information to prepare our offer, our graphic designer will process your requirements into a graphic design and send it to your e-mail address for approval before printing, along with the individual conditions for the implementation of the work (time estimate and price calculation). This way, you won't be surprised by a bill for services you didn't know about at the end. More demanding creative graphic work is charged at the rate of 39 EUR incl. VAT/hour. If you are not satisfied with the graphic design, simply write your comments to the graphic designer. The graphic designer will process them and send you individual adjustments for approval, so you will always have them under control. The graphic designer will work on the design until you confirm 100% satisfaction with the result, because that is the most important thing for us. If your ideas do not match, in the last resort we will offer you the services of another graphic designer or cancel the order free of charge.

10.3. Acceptance of the offer (order confirmation). When you accept our offer without reservations (i.e. if you confirm the offer that you receive at your e-mail address and/or if you pay the agreed deposit), a contract for the implementation of the work is concluded between us. We are obliged to ensure the implementation of the work properly and on time according to the agreed conditions in our offer. The customer is obliged to take over and pay the agreed price for the implementation in a proper and timely manner, and the implementation of the work may be taken over with reservations. The customer is entitled to refuse acceptance only if there are obvious significant defects in the implementation of the work (especially if the work is non-functional). Other defects do not relieve the customer of the obligation to take over the implementation of the work or the obligation to pay the agreed price.

10.4. Advance payment. If an advance payment has been agreed between us for the implementation of the work, the customer undertakes to pay it within the agreed due date. Please note that the implementation will not begin until the advance payment has been made, i.e. we will only provide the necessary materials, etc. after it has been duly paid. The agreed deadline for implementation is extended for the duration of your delay in paying the advance payment.

10.5. Increased costs of the work. If a situation arises that the work can only be carried out at increased costs, the customer will be notified of this explicitly and before the start of the work. We will inform you in advance of the estimated calculation of the increased costs. We will then be entitled to charge these increased costs including the price of the material used.

10.6. Customer cooperation. The customer undertakes to provide the cooperation necessary for the proper and timely execution of the work.

10.7. Handover. After completion of the work, the work will be sent via the carrier selected by the Customer from our offer. If the work has defects, the Customer undertakes to report the defects to us within 3 days of taking over the work, by sending an e-mail to complaints@expresta.eu, so that we can immediately agree on a date for the removal of the defects. If this period has not expired, we consider that the work was properly handed over at the time of delivery, without reservations.

10.8. Rights from defects. If you exercise rights from defects in the implementation, they are governed by generally binding legal regulations, in particular the Civil Code, these GTC and the Complaints Procedure. Where we are talking about a purchase contract for goods, these parts will be used appropriately for the implementation of the work (or the services provided by us).

11. Reservation of Property

11.1. Full payment of the purchase price. We reserve the right of ownership of the goods for customers until the purchase price has been paid in full in accordance with the relevant purchase contract. This means that if you do not pay the purchase price, you will not become the owner of the goods.

12. Withdrawal From the Purchase Contract

12.1. The consumer's right to withdraw from the purchase contract. The consumer customer's right to withdraw from the purchase contract is governed by the provisions set out in Part 5 of these GTC.

12.2. Unpaid purchase price. If the customer has not paid the purchase price properly and on time, we may withdraw from the purchase contract.

12.3. Procedure in case of out of stock. We are entitled to withdraw from the purchase contract due to the sale of goods or due to the unavailability of the ordered goods. We may also withdraw from the purchase contract, especially if the customer refuses to accept the goods.

12.4. Gift. If the customer receives a gift with the goods and subsequently withdraws from the purchase contract with us, he is obliged to return this gift to us. The gift contract between us and the customer is therefore concluded with a so-called termination condition, that is, if the customer withdraws from the purchase contract, the gift contract regarding such a gift loses its effectiveness.

13. Intellectual Property

13.1. Website and Content. The Website, as well as any content found on the Website, are our intellectual property.

13.2. Terms of Use of the Website and Content. Nothing in these Terms shall be construed as granting or granting any license, sublicense or other right of use under copyright law to the Website, any part thereof or any content contained on the Website. You may not reproduce, download, modify, perform in original or modified form, incorporate into another work or compilation, or distribute in any way the Website or Content.

13.3. Infringement of intellectual property rights by the user. Provided that you violate the obligations set out in this article, we have the right to withdraw from the contract and demand compensation from you for the damage incurred, including non-pecuniary damage.

14. Complaints Procedure for Consumers

14.1. Reference to the Civil Code. The rights and obligations of the contracting parties regarding rights arising from defective performance are governed by the relevant generally binding legal regulations, in particular the Civil Code and other consumer protection laws.

14.2. What properties should our goods have at the time of acceptance? We are responsible to you for ensuring that the purchased goods upon acceptance are free from defects, have the agreed properties, are in the appropriate quantity, measure or weight, and correspond in quality to our agreement, sample or template.

14.3. Presumption that the goods are defective. If the defect becomes apparent within 12 months of receipt of the goods, the goods are presumed to have been defective upon receipt, unless we prove otherwise.

14.4. Acceptance from the carrier. If the packaging of your shipment is damaged upon receipt, notify the carrier directly and write a damage report. They will keep the shipment and return it to us. This is the easiest way to handle a claim for a damaged shipment and a new shipment will be sent to you.

14.5. Check the contents carefully. Check the contents of our package and make sure you received what you ordered.

14.6. A complaint is not possible for a defect that you caused yourself, that you knew about, or that you should have recognized with normal care when concluding the purchase contract.

14.7. When to complain about defective goods? You are obliged to report defects in the goods to us (complain about them) without undue delay after the defect has appeared. You have a period of 24 months from the receipt of these goods, but not for goods for which the packaging, label, instructions attached to the goods or advertising in accordance with other legal regulations state a period for which the goods can be used. The provisions on the quality guarantee (contractual guarantee) apply here.

14.8. After the 24-month period has expired, you cannot claim any defects in the goods. If this is possible for the goods in question, this period is extended by the time during which you were unable to use the goods because a justified complaint was in progress.

14.9. Expedited complaints. In the Accelerated Complaints section on our website, you will learn how to proceed effectively if something is not as you expected.

14.10. How can I complain about the goods? In order to report defects in the goods, log in to your account, where you can use the "My complaints" section, you will find an intuitive form here. You can also contact us at the e-mail address: complaints@expresta.eu. Take a photo of the defect for us, for example with a mobile phone. A basic photo is enough to assess the problem. After submitting a complaint, please wait for our response and do not send the goods back to us. In most cases, we can resolve complaints without having to send the shipment back to our address. In the case of an overprint of the order, we will process the complained goods immediately. If you are in a time crunch, do not hesitate to call us on our infoline +421 221 023 233 after submitting a complaint. If you require the defect to be removed (repair or delivery of new goods or parts of them), you and our complaints department will agree on the method of handling the complaint and, if appropriate, transporting the complained goods to us.

14.11. We will confirm receipt of the complaint to your email. The moment of making a complaint is considered the moment when we receive information from you about making a complaint about the goods.

14.12. Who bears the costs of transporting the claimed goods? In the event that it is appropriate to return the goods to us, if you require the removal of the defect (repair or delivery of new goods or parts thereof), you will agree with our complaints department on the method of transporting the claimed goods to us. Please note that claimed goods sent cash on delivery and/or in another way at our expense will not be accepted by us and will be returned to you at your expense.

14.13. Positive complaint. However, if your complaint is recognized as justified, you are entitled to reimbursement of the reasonably incurred costs associated with the exercise of a justified complaint. These costs are understood as the least necessary costs (i.e. the costs of sending the goods by the cheapest available transport). The request for reimbursement of these costs must be made no later than 1 month after the expiration of the period for exercising the right to claim defective performance.

14.14. What should the goods that are the subject of a complaint look like? If you and the complaints department agree that the goods need to be returned, please return them clean (the goods complained about must comply with the principles of general hygiene), if possible complete, undamaged (except for the defect complained about). If you are complaining about only part of the goods or a component or accessory and the nature of the repair or the method of handling the complaint allows it, please send only this part or accessory. We always recommend that you make an appointment with our customer service department in advance at the e-mail address complaints@expresta.eu. Please note that the goods complained about sent on delivery and/or in another way at our expense will not be accepted by us and will be returned to you at your expense.

14.15. Confirmation of receipt. After receiving the claimed goods, you will be sent a confirmation of receipt of the shipment with the claimed goods and its contents to the email address you provided.

14.16. What defects are we not liable for? We are not liable for defects:

• who had the goods at the time of receipt and a discount on the purchase price was agreed for such a defect;
• the defect arose on the goods due to wear and tear caused by normal use, or if this results from the nature of the goods,
• the defect is caused by you and arose from incorrect storage, improper maintenance, your intervention or mechanical damage, all in conditions that do not correspond to the temperature, dustiness, humidity, other environmental influences and are directly determined by us or the manufacturer (usually on the package leaflet / product label) or as a result of legal regulations,
• a defect in goods that have been modified by the customer and if the defect arose as a result of this modification,
• using the goods in inappropriate conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical influences of the environment that is directly determined by the seller or manufacturer, or results from legal regulations,
• the defect arose as a result of an external event beyond our control (e.g. a natural disaster).

14.17. How to choose the method of handling the complaint and what will affect my options? You will have the right to request the removal of the defect. According to your choice, you can choose to repair the item, deliver a new item or deliver the missing part. This should not be an unreasonable request on your part. If repairing the item will pose significant difficulties for us or it will not be a reasonable request with regard to the value of the item and the significance of the defect, we will inform you. We will proceed in the same way if we evaluate your request for the delivery of a new item as unreasonable with regard to the defect of the goods or the value of the goods.

14.18. If it constitutes a material breach of the purchase contract. If the defect constitutes a material breach of the purchase contract, you will have the right to withdraw from the purchase contract or request a reasonable discount on the purchase price of the goods.

14.19. When will it be possible to request a refund of the purchase price? In some situations, it will be possible to withdraw from the purchase contract and request a refund of the purchase price. This will not be possible in a situation where the defect in the goods is not significant. What will be the situations when you can withdraw from the purchase contract and request a refund of the purchase price:

• we refuse to remove a defect in the goods or we have not repaired this defect within a reasonable time;
• it becomes apparent from our statement or from other circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer;
• the defect in the goods appears repeatedly; or
• this is a material breach of the purchase contract.

14.20. When will it still be possible to request a reasonable discount on the purchase price of the goods? In some situations, you will still be able to request a reasonable discount on the purchase price. This will not be possible in a situation where the defect in the goods is not significant. What will be the situations when you can request a reasonable discount on the purchase price?

• we refuse to remove a defect in the goods or we have not repaired this defect within a reasonable time;
• it becomes apparent from our statement or from other circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer;
• the defect in the goods appears repeatedly; or
• this is a material breach of the purchase contract.

14.21. You will tell us how to handle the complaint. If not, we will ask you. You are obliged to tell us which right you have chosen from defective performance, when you report the defect or without undue delay after reporting the defect. You cannot change the choice you have made without our consent; this does not apply if you request the repair of a defect that turns out to be irreparable.

14.22. Return of original goods. In most cases, we can resolve complaints without having to send the shipment back to our address. When settling a complaint by delivering new goods, you are obliged to return the goods originally delivered to us (unless we agree otherwise). We will refund you the purchase price for the goods after we receive the originally purchased goods from you, or if you prove to us that you have sent the goods (unless we agree otherwise).

14.23. How is the complaint process completed? In the event of a reprint of your order, we will immediately process the claimed goods. It is possible that in some cases we will need your cooperation (for example, approval of a corrected design, etc.). After the complaint has been resolved, you will be notified of its completion and asked to collect the goods without undue delay, no later than 30 days from the date on which you were informed of its completion, in cases of complaints made at our premises. If you sent us the goods as part of the complaint, we will send them to your home, and in the case of positive complaints, we will do so at our expense.

14.24. If we refund the purchase price, we will send you the purchase price paid in cash back to the bank account you provide us with, without undue delay.

14.25. If you do not collect the goods from a settled claim within 2 months from the date you were informed of the settlement, we reserve the right to sell the goods and use the proceeds to pay the storage fee.

14.26. 14.26. When you receive the goods, you are obliged to check them, in particular that the shipment of goods contains everything it is supposed to contain. Later objections will not be taken into account.

15. Protection of Personal Data

15.1. Personal data processing principles. The protection of our customers' personal data is very important to us. Rules for handling personal data and rules for sending commercial communications are regulated in our Privacy Policy.

15.2. Cookies. We use so-called cookies, which can be stored on the end device (either based on consent or to protect our legitimate interests). The customer can set preferences directly on our website, where they can find more information about the use of cookies.

16. Force Majeure

16.1. What is force majeure? For the purposes of these GTC, force majeure is any event beyond the Seller's control that prevents the Seller from fulfilling its obligations and which could not be foreseen or its consequences prevented or overcome. Force majeure is considered to be, in particular, a natural disaster, fire, explosion, flood, earthquake, terrorist attack, war, strike or other events (including situations caused by the spread of COVID-19) that are beyond the control of the contracting parties.

16.2. Exclusion of Seller's Liability. During the period of force majeure, the Seller is not liable for failure to fulfill its obligations under the purchase contract, or these GTC.

17. What you Should Know in Conclusion

17.1. What law governs our legal relationship? The legal relationship between us will be governed by the law of the Czech Republic, in particular the Civil Code and the Consumer Protection Act. This also applies in the event of the existence of a so-called international element. However, we are aware that the customer-consumer cannot be deprived of the protection provided to you by the provisions of the law of the country where you have your habitual residence by this choice.

17.2. Commitment to respect consumer rights. In the event of an unintentional conflict between the provisions of these GTC and statutory consumer protection regulations, these provisions shall prevail and the Seller undertakes to comply with them.

17.3. Invalid or ineffective provision of the GTC. If any provision of the GTC is invalid or ineffective, or becomes so, the invalid provision shall be replaced by a provision whose meaning comes as close as possible to the invalid provision. The invalidity or ineffectiveness of one provision shall not affect the validity of the other provisions.

17.4. Exclusion of the Vienna Convention. The contracting parties agree to expressly exclude the application of the United Nations Convention on Contracts for the International Sale of Goods (also known as the Vienna Convention), in accordance with Article 6 of this Convention.

17.5. Disputes and jurisdiction. The contracting parties further agree that the courts of the Czech Republic will always have territorial and substantive jurisdiction to resolve any disputes arising from the purchase contract, where there is an international element. This does not affect the rights of consumers under special legal regulations. The contractual language is Czech.

17.6. Archiving the purchase contract. The purchase contract as amended by the GTC is archived by us in electronic form and is not accessible to third parties.

17.7. Form for withdrawal from the purchase contract. An integral part of these GTC is the form for withdrawal from the purchase contract.

17.8. If we agree on different conditions for concluding a purchase contract. The provisions of the GTC are an integral part of the purchase contract. Provisions deviating from the GTC can be agreed in the purchase contract. Deviating provisions in the purchase contract take precedence over the provisions of the GTC.

17.9. Necessity of acceptance of the GTC for the conclusion of the purchase contract. Acceptance of these GTC is voluntary, but is necessary for the creation of a user account or order by the customer.

17.10. Validity of the GTC. These GTC are valid from 1.5.2026 and cancel the validity of previous business terms and conditions.