General terms and conditions
Terms governing purchases from the Šťáva online shop, including ordering, payment, delivery, withdrawal and complaints.
These terms apply to purchases made through this online shop. Mandatory consumer rights always prevail over any conflicting provision.
Seller and contact
The seller and shop operator is ČeKa Káva, s.r.o., Nušlova 2258/2, 158 00 Praha 5, Česká republika; IČO: 02462231; DIČ: CZ12345678; zapsána pod značkou C 219675/MSPH Městským soudem v Praze.
Customer service and complaints: podpora@stava.cz; +420 212 345 678. Complaints may also be sent to the seller's registered address.
Scope and customer status
These terms form part of purchase contracts concluded through this online shop. An individually agreed term takes priority. Matters not covered here are governed in particular by Czech Act No 89/2012 Coll., the Civil Code, and, for consumers, Act No 634/1992 Coll., on consumer protection.
A consumer is an individual acting outside their trade, business, craft, or profession. If the buyer supplies a company ID or the circumstances show a business purpose, consumer-only provisions may not apply. Separately agreed wholesale terms take priority only in business-to-business relations and never remove mandatory consumer rights.
Products and food information
The product detail states the main characteristics, pack size, price, availability, and other information relevant to the purchase. For prepacked food, the mandatory food information required before a distance purchase is made available with the offer; the date of minimum durability or use-by date and all other mandatory particulars are available at delivery.
Product photographs are illustrative, but the delivered goods must correspond to the agreed description, quantity, quality, and other agreed or reasonably expected characteristics. Product information must be accurate, clear, in Czech for the Czech market, and must not mislead.
Account and access
Ordering currently requires a customer account. The customer must provide accurate and up-to-date information, protect sign-in credentials, and promptly report suspected misuse. The account holder is responsible for activity carried out through the account unless the misuse is attributable to the seller.
The seller may temporarily restrict an account where reasonably necessary for security or because of a serious breach, without affecting an already concluded contract or mandatory rights. The shop and account may be unavailable during necessary maintenance.
Prices, discounts, and wholesale pricing
Product prices are shown in Czech crowns and include VAT and all product-related charges. Before the binding order, checkout displays the products, quantity, discounts, delivery cost, VAT, and total price. The customer does not pay any unannounced charge.
Where a discount is announced, the comparison price is determined from the lowest price at which the seller offered the product during the legally required preceding period, unless a statutory exception applies. Prices are not personalised through automated profiling. Approved business accounts may see separately agreed wholesale prices based on their account status.
Order and conclusion of the contract
Before submitting an order, the buyer can review and correct the goods, quantities, billing and delivery details, delivery method, and total price. The final button is labelled “Order with obligation to pay” or with an equally clear phrase. By using it, the buyer submits a binding order and accepts the version of these terms presented in checkout.
An automated acknowledgement only confirms that the shop received the order. The purchase contract is concluded when the required payment is successfully completed and the shop records the order as paid. If payment is not completed or is refused, no paid order is concluded and the reserved stock is released.
The seller sends the order confirmation, these terms, and the statutory withdrawal information to the buyer's email in a form that can be stored. The contract may be concluded in Czech or in the English language selected in the shop.
Payment and delivery
The buyer may use the payment and delivery methods offered in checkout. Payment is due when the order is submitted unless the selected method states otherwise. If payment is refused or not completed, the order is not processed as paid.
After payment, the seller issues the applicable invoice or tax document electronically and makes it available in the customer account; it may also be delivered by email. The buyer agrees to this electronic form. This does not limit any right to request a document required by mandatory law.
The available destinations, delivery price, carrier, and estimated delivery time are shown before the order. The seller delivers within the agreed period; if no time is agreed, without undue delay and no later than 30 days after conclusion of the contract. If delivery is repeated for reasons attributable to the buyer, the seller may claim only the reasonably incurred additional cost.
For a consumer, risk of damage passes on receipt from the carrier, unless the consumer independently chose a carrier not offered by the seller. Ownership passes after the full purchase price has been paid and the goods have been handed over.
Consumer withdrawal
A consumer may generally withdraw from an online purchase without giving a reason within 14 days after the consumer or a nominated third party other than the carrier receives the goods. For separately delivered items, the period starts on receipt of the last item or part. Sending an unambiguous notice by the last day is sufficient; refusing or failing to collect a parcel is not by itself an unambiguous withdrawal.
The detailed procedure and statutory model notice are on the Returns and withdrawal page. The consumer must send the goods back without undue delay, no later than 14 days after notifying the seller, and normally pays the direct return cost. The consumer is responsible only for diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.
The seller reimburses eligible payments, including the cost of the least expensive offered delivery method, within 14 days of notice using the original payment method unless agreed otherwise without cost to the consumer. Reimbursement may be withheld until the goods are received or dispatch is evidenced. A statutory exception may apply to rapidly perishable goods or qualifying sealed health or hygiene goods after unsealing, but coffee and other food are not treated as automatically excluded merely because they are food. Rights concerning defective or incorrectly supplied goods remain unaffected.
Defects and complaints
The seller is responsible to the consumer that the goods are free from defects on receipt and match the agreed and objectively expected description, type, quantity, quality, functionality, durability, and safety. A defect appearing within one year is presumed to have existed on receipt unless the nature of the goods or defect excludes that presumption. A consumer may complain about a defect appearing within two years after receipt; for food, its nature, labelled durability, storage conditions, and normal consumption period are also relevant.
The consumer may primarily choose repair or replacement unless the chosen remedy is impossible or disproportionately costly. A proportionate price reduction or withdrawal is available in the statutory cases, including where the seller refuses or fails to remedy the defect, the defect recurs, or it is sufficiently serious. Withdrawal is unavailable for an insignificant defect.
A complaint may be made through the published customer-service contact or at an eligible establishment or the seller's registered office. It should identify the order and defect and state the requested remedy; photographs may help but original packaging is not required. The seller issues written confirmation on receipt and resolution. A consumer complaint, including removal of the defect, is resolved and the consumer informed without undue delay and no later than 30 days unless a longer period is agreed.
Complaints, supervision, and dispute resolution
The seller handles customer complaints through the contact published above and sends the outcome to the customer's email. Consumer protection is supervised within their respective powers by the Czech Trade Inspection Authority; food law by the Czech Agriculture and Food Inspection Authority; trade licensing by the competent trade licensing office; and personal-data protection by the Office for Personal Data Protection.
If a consumer dispute from a purchase contract cannot be resolved directly, the consumer may apply to the competent alternative dispute resolution entity: Česká obchodní inspekce, Ústřední inspektorát – oddělení ADR, Gorazdova 1969/24, 120 00 Praha 2, Czech Republic; email adr@coi.gov.cz; coi.gov.cz/informace-o-adr/. The right to bring a claim before a court remains unaffected.
Personal data and commercial messages
Information about processing personal data for accounts, orders, invoices, support, and statutory duties is provided separately in the Privacy policy. Cookie and similar-technology information is provided on the Cookies page.
Marketing consent is not required to purchase. Commercial messages are sent only where permitted by law, and the recipient can object or unsubscribe at any time using the method stated in the message.
Records, governing law, and changes
The seller archives the contract and order record electronically. The customer account provides order history, but it does not replace the confirmation and applicable terms sent in a storable form. The customer bears only the ordinary cost of their own internet or telephone connection; no premium-rate communication is required.
The parties may communicate by email using the addresses supplied for the order and published by the seller. Messages concerning the order, payment, delivery, withdrawal, complaints, and invoices may be delivered electronically; the customer must keep their contact details current.
The version in force when the contract is concluded applies to that order. Later amendments do not change concluded contracts. If one provision is invalid or ineffective, the remaining provisions are unaffected to the extent permitted by law.
The contract is governed by Czech law. This choice does not deprive a consumer habitually resident in another country of mandatory protection that would apply without that choice. Mandatory consumer law and the right to use the competent courts are not restricted.