Terms of Service

PIKASTORE s.r.o.

Rybná 716/24
Staré Město
110 00 Prague 1
Czech Republic

Company ID: 19693311

VAT ID: CZ19693311

Contact details:
email: info@pikastore.cz
instagram: pikastore_prague
www.pikastore.cz

(hereinafter referred to as "the Seller")

 

1 GENERAL TERMS AND CONDITIONS for e-shop

All information about the processing of your personal data is contained in the Personal Data Processing Principles, which can be found here: https://pikastore.cz/policies/privacy-policy

As you surely know, we communicate primarily remotely. Therefore, for our Contract, it applies that means of distance communication are used, allowing us to agree without our and your simultaneous physical presence, and the Contract is thus concluded remotely in the E-shop environment, through the website interface ("E-shop website interface").

If any part of the Terms contradicts what we have jointly approved during your purchase process on Our E-shop, that specific agreement will take precedence over the Terms.

1.2 SOME DEFINITIONS

• Price is the financial amount you will pay for the Goods;
• Shipping Price is the financial amount you will pay for the delivery of the Goods, including the cost of packaging.
• Total Price is the sum of the Price and the Shipping Price;
• VAT is value-added tax according to applicable legal regulations;
• Invoice is a tax document issued in accordance with the Value Added Tax Act for the Total Price;
• Order is your irrevocable proposal to conclude a Contract for the purchase of Goods with Us;
• User Account is an account established based on the data you provide, which allows the storage of entered data and the history of ordered Goods and concluded Contracts;
• You are the person purchasing on Our E-shop, referred to as the buyer by legal regulations;

Goods are everything you can purchase on the E-shop.

1.3 GENERAL PROVISIONS AND INSTRUCTIONS

• The purchase of Goods is only possible through the E-shop website interface.
• When purchasing Goods, it is your duty to provide Us with all information correctly and truthfully. Therefore, the information you provided to Us when ordering the Goods will be considered correct and truthful.

2 CONCLUSION OF THE CONTRACT

• The Contract with Us can only be concluded in Czech.
• The Contract is concluded remotely through the E-shop, and you bear the costs of using remote communication means. However, these costs do not differ from the basic rate you pay for using these means (i.e., mainly for internet access), so you should not expect any additional costs charged by Us beyond the Total Price. By submitting the Order, you agree that we use remote communication means.
• The customer can only cancel an order within 15 minutes of placing it, before the order is processed for dispatch. Once the order is processed and ready for shipment, cancellation is no longer possible. If the customer refuses to accept the shipment or attempts to cancel the order after dispatch, we reserve the right to demand payment for shipping costs and administrative processing.
• To enable us to conclude the Contract, you must create an Order proposal on the E-shop. This proposal must contain the following information:
1. Information about the Goods being purchased (on the E-shop, you indicate the Goods you wish to purchase by clicking "Add to cart");
2. Information about the Price, Shipping Price, payment method for the Total Price, and the desired method of delivery of the Goods; this information will be entered during the creation of the Order proposal within the E-shop's user environment, with information about the Price, Shipping Price, and Total Price being automatically displayed based on your selected Goods and delivery method;

1. Your identification and contact details for Us to deliver the Goods, specifically your first name, last name, delivery address, phone number, and email address;
2. In the case of a Contract under which We will supply you with Goods regularly and repeatedly, also information on how long We will supply you with the Goods.
• During the creation of the Order proposal, you can change and check the data until it is created. After checking, by pressing the "Complete Order" button, you will create the Order. By pressing the button, you confirm your agreement with these terms. After pressing the "Complete Order" button, all entered information will be sent directly to Us.
• We will confirm your Order as soon as possible after it is delivered to Us by a message sent to your email address provided in the Order. The confirmation will include a summary of the Order and a link to these Terms. By our confirmation of the Order, the Contract between Us and You is concluded.
• There may also be cases where We cannot confirm your Order. This applies especially to situations where the Goods are not available. If any reason arises for which we cannot confirm the Order, we will contact you and send you an offer to conclude the Contract in a modified form compared to the Order. In such a case, the Contract is concluded when you confirm Our offer.
• If a clearly incorrect Price is listed on the E-shop or in the Order proposal, We are not obligated to deliver the Goods to you at this Price, even if you have received an Order confirmation and the Contract has been concluded. In such a situation, we will contact you immediately and send you an offer to conclude a new Contract in a modified form compared to the Order. The new Contract is concluded when you confirm Our offer. If you do not confirm Our offer within 3 days of its sending, we are entitled to withdraw from the concluded Contract. An obvious error in the Price is considered, for example, a situation where the Price does not correspond to the usual price of other sellers or a digit is missing or redundant.
• In the event that the Contract is concluded, you undertake to pay the Total Price.
• If you have a User Account, you can place an Order through it, but even in this case, you are obliged to check the correctness, truthfulness, and completeness of the pre-filled data. However, the method of creating an Order is the same as for a buyer without a User Account, but the advantage is that you do not need to repeatedly fill in your identification data.
• In some cases, we allow you to use a discount for the purchase of Goods. To receive the discount, you must fill in the discount information in the designated field within the Order proposal. If you do so, the Goods will be provided to you with a discount.

2.2 USER ACCOUNT

• Based on your registration within the E-shop, you can access your User Account.
• When registering a User Account, it is your duty to provide all entered data correctly and truthfully and to update them in case of change.
• Access to the User Account is secured by a username and password. You are obliged to maintain confidentiality regarding these access details and not to provide them to anyone. In the event of their misuse, we bear no responsibility for it.
• The User Account is personal, and you are therefore not authorized to allow third parties to use it.
• We may cancel your User Account, especially if you do not use it for more than five years, or if you violate your obligations under the Contract.
• The User Account may not be available continuously, especially with regard to necessary hardware and software maintenance.

3. PRICE AND PAYMENT TERMS, RESERVATION OF OWNERSHIP

• The price is always listed within the E-shop, in the Order proposal, and, of course, in the Contract. In case of a discrepancy between the Price listed for the Goods within the E-shop and the Price listed in the Order summary, the Price listed in the Order summary shall apply, which will always be identical to the price in the Contract. The Order proposal also includes the Shipping Price, or conditions under which shipping is free.
• The Total Price includes VAT and all legally stipulated fees.
• We will require payment of the Total Price from you after the conclusion of the Contract and before the handover of the Goods. You can pay the Total Price in the following ways:
1. By bank transfer. We will send you payment information as part of the Order confirmation. In case of bank transfer payment, the Total Price is due within 5 days.
2. By card online. In this case, payment is made through the Shopify payment gateway, and payment is governed by the terms of this payment gateway, which are available at: https://www.shopify.com/legal/terms-payments-us. In case of online card payment, the Total Price is due within 5 days.
3. Cash on delivery. In this case, payment occurs upon delivery of the Goods against the handover of the Goods. In case of cash on delivery payment, the Total Price is due upon receipt of the Goods.
• The invoice will be issued in electronic form after payment of the Total Price and will be sent to your email address. The invoice will also be physically attached to the Goods and available in the User Account.
• Ownership of the Goods passes to you only after you have paid the Total Price and taken over the Goods. If the customer pays but refuses to accept the shipment, the seller is not responsible for any loss or damage to the shipment after the delivery attempt.
• If the customer does not pick up a cash-on-delivery package, we reserve the right to claim compensation for damages equal to the actual costs of shipping and administrative processing of the unsuccessful delivery. If the customer does not pay the amount within 14 days of the request, the debt may be assigned to a collection agency or pursued legally. Repeated failure to pick up a shipment may lead to the blocking of cash-on-delivery order options for that customer.

4. DELIVERY OF GOODS, PASSING OF RISK OF DAMAGE TO THE ITEM

• The Goods will be delivered to you by your chosen method, from the following options:

1. Delivery via shipping companies Česká pošta, PPL, UPS, Zásilkovna
2. Personal collection at Zásilkovna, PPL, UPS collection points and at Česká pošta branches

• Goods can only be delivered within the Czech Republic and the Slovak Republic.
• The delivery time of the Goods always depends on their availability and the chosen delivery and payment method. The estimated delivery time of the Goods will be communicated to you in the Order confirmation. The time stated on the E-shop is only indicative and may differ from the actual delivery time.
• Upon receipt of the Goods from the carrier, it is your duty to check the integrity of the Goods' packaging and, in case of any defects, to immediately notify the carrier and Us of this fact. If there is a defect in the packaging that indicates unauthorized handling and entry into the shipment, you are not obligated to accept the Goods from the carrier.
• If you violate your duty to accept the Goods, this does not result in a breach of Our duty to deliver the Goods to you. Furthermore, your failure to accept the Goods is not a withdrawal from the Contract between Us and You. However, in such a case, We acquire the right to withdraw from the Contract due to your material breach of the Contract. If we decide to exercise this right, the withdrawal is effective on the day we deliver this withdrawal to you. Withdrawal from the Contract does not affect the claim for payment of the Shipping Price, or the claim for compensation for damages, if incurred.
• If, due to reasons arising on your part, the Goods are delivered repeatedly or in a different way than agreed in the Contract, it is your duty to compensate Us for the costs associated with this repeated delivery. Payment details for these costs will be sent to your email address specified in the Contract and are due 14 days from the delivery of the email.
• The risk of damage to the Goods passes to you at the moment you take possession of them. In the event that you do not take possession of the Goods, the risk of damage to the Goods passes to you at the moment you had the opportunity to take possession of them, but did not do so due to reasons on your part. The passing of the risk of damage to the Goods means for you that from this moment you bear all consequences associated with the loss, destruction, damage, or any devaluation of the Goods.
• In the event that the Goods were not listed as in stock on the E-shop and an estimated availability time was provided, we will always inform you in case of:
1. an extraordinary outage of Goods supply, and we will always inform you of the new expected availability time or information that it will not be possible to deliver the Goods;
2. delay in the delivery of Goods from Our supplier, and we will always inform you of the new expected delivery time.
• In the event that we are unable to deliver the Goods to you within 30 days of the expiration of the Goods delivery period stated in the Order confirmation, for any reason, both We and You are entitled to withdraw from the Contract.
• We reserve the right to change the selected shipping method at any time if necessary for more efficient delivery of the shipment, faster dispatch, or for other logistical reasons. A change of carrier does not affect the shipping price for the customer or the delivery time, unless stated otherwise. The customer will be informed of any change by email or other appropriate means.

4.1 GIFT CARD

A gift card is either a physical card or an electronic card in the form of a code. Based on it, the buyer is entitled to use the seller's services and deduct the value stated on it from the total purchase price. The gift voucher has a specified validity, which the customer can find either in the product description or is informed about by email. After the gift card's validity period expires, its value is forfeited, and the customer has no right to its future use or refund of the amount.

Physical card is delivered within 1-2 business days.

The validity of all cards begins on the day the order is created.
We reserve the right to change the validity period of all cards at any time.

Gift cards are non-refundable!

 

5. RIGHTS ARISING FROM DEFECTIVE PERFORMANCE

• We guarantee that at the time the risk of damage to the Goods passes, according to the Terms, the Goods are free of defects, especially that:
1. they have the properties we have agreed upon with you, and if not expressly agreed upon, then such as we have stated in the description of the Goods, or such as can be expected given the nature of the Goods;
2. they are suitable for the purposes we have stated or for the purposes that are usual for this type of Goods;
3. they correspond to the quality or design of the agreed sample, if the quality or design was determined according to a sample;
4. they are in appropriate quantity and weight;
5. they comply with the requirements imposed on them by legal regulations;
6. they are not burdened by third-party rights.
• Rights and obligations regarding rights from defective performance are governed by relevant generally binding legal regulations (especially provisions § 1914 to 1925, § 2099 to 2117 and § 2161 to 2174 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended).
• In the event that the Goods have a defect, meaning especially if any of the conditions are not met, you can notify Us of such a defect and assert rights arising from defective performance (i.e., complain about the Goods) by sending an email to the contact details provided with our identification data. For complaints, you can also use the sample form on our complaints portal, which you can find after logging into your profile using your email. When asserting a right from defective performance, you must choose how you want to resolve the defect, and you cannot subsequently change this choice without Our consent. We will handle the complaint in accordance with the right from defective performance you asserted. If you do not choose a solution for the defect, you have the rights listed in Article 6, where the defective performance constituted a material breach of the Contract.
• If the defective performance constitutes a material breach of the Contract, you have the following rights:
1. to the removal of the defect by delivering new Goods without defects, or by delivering a missing part of the Goods;
2. to the removal of the defect by repairing the Goods;
3. to a reasonable discount from the Price;
4. to withdraw from the Contract.

If you choose to resolve the issue according to points 1) or 2) mentioned above, and We do not remove the defect in a reasonable period that we specified, or We inform you that We will not remove the defect in this way at all, you have the rights according to points 3) and 4), even if you did not originally request them as part of the complaint. Also, if you choose to have the defect removed by repairing the Goods and We find that the defect is irreparable, We will notify you, and you can choose another method of removing the defect.

• If the defective performance constitutes a minor breach of the Contract, you have the following rights:
1. to the removal of the defect by delivering new Goods without defects, or by delivering a missing part of the Goods;
2. to the removal of the defect by repairing the Goods;
3. to a reasonable discount from the Price.

However, if we do not remove the defect in time or refuse to remove the defect, you acquire the right to withdraw from the Contract. You can also withdraw in cases where you cannot properly use the Goods due to repeated occurrence of defects after repair or a larger number of defects in the Goods.

• In the event of both material and minor breaches, you cannot withdraw from the Contract, nor demand the delivery of a new item, if you cannot return the Goods in the state in which you received them. However, this does not apply in the following cases:
1. if the state of the Goods has changed as a result of inspection to ascertain the defect;
2. if the Goods were used before the defect was discovered;
3. if the impossibility of returning the Goods in an unchanged state was not caused by your actions or omissions,
4. if, before the discovery of the defect, you sold, consumed, or altered the Goods during normal use; however, if this occurred only partially, it is your duty to return the part of the Goods that can be returned, and in such a case, you will not be refunded the portion of the Price corresponding to your benefit from the use of part of the Goods.
• We will handle the complaint without undue delay, but no later than 30 days from its receipt. The period can be extended by agreement. If the complaint is not handled within the specified period, the buyer has the right to exchange the goods, a refund, or a reasonable discount.
• We will inform you about the resolution of the complaint by e-mail. 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 transport costs. In the event that the defect was removed by supplying new Goods, it is your duty to return the original Goods to Us, but We will bear the costs of this return.
• If you are an entrepreneur, it is your duty to report and object to the defect without undue delay after you could have discovered it, but no later than three days from the receipt of the Goods.
• If the complaint is justified, the seller will reimburse the reasonably incurred costs associated with the complaint (e.g., postage). The buyer must substantiate these costs with a receipt. In the case of an unjustified complaint, we reserve the right to demand reimbursement of the costs for returning the goods to the customer.
  
• Provisions regarding rights from defects shall not apply in the case of:
1. Goods sold at a lower Price, for a defect for which a lower Price was agreed;
2. wear and tear of the Goods caused by their usual use;
3. used Goods, for a defect corresponding to the degree of use or wear and tear that the Goods had when you took them over;
4. when it follows from the nature of the Goods.

6. WITHDRAWAL FROM THE CONTRACT

• Withdrawal from the Contract, i.e., the termination of the contractual relationship between Us and You from its beginning, may occur for reasons and in ways stated in this article, or in other provisions of the Terms and Conditions where the possibility of withdrawal is expressly
• If you are a consumer, i.e., a person purchasing Goods outside the scope of your business activity, you have the right to withdraw from the Contract without giving a reason within 14 days from the date of delivery of the Goods, in accordance with Section 1829 of the Civil Code. In the event that we have concluded a Contract whose subject is several types of Goods or the delivery of several parts of Goods, this period begins to run only on the day of delivery of the last part of the Goods, and in the event that we have concluded a Contract under which we will deliver Goods to you regularly and repeatedly, it begins to run on the day of delivery of the first delivery. You can withdraw from the Contract in any demonstrable way (especially by sending an e-mail or letter to Our addresses stated in Our identification details). To withdraw, please visit the customer account page where you can initiate the withdrawal process.
• However, even as a consumer, you cannot withdraw from the Contract in cases where the subject of the Contract is:Goods whose Price depends on fluctuations in the financial market beyond Our control and which may occur during the period for withdrawal from the Contract;
• The cost of returning the goods in case of withdrawal from the contract within 14 days is borne by the seller, unless otherwise agreed.
  
• Goods that have been modified according to your wishes or for your person;

• Goods in sealed packaging that have been removed from the packaging and cannot be returned for hygiene reasons;
• The period for withdrawal from the Terms and Conditions is considered to be observed if you send us a notification during its course that you are withdrawing from the Contract.
• If the buyer is a consumer, the warranty period is 24 months.
• The buyer has the right to withdraw from the contract within 14 days of receiving the goods. To facilitate this process, you can use our sample withdrawal form, which can be downloaded here: Withdrawal from contract (PDF)
• The price will be refunded within 14 days of receiving the returned goods and their inspection. If the goods are not returned in a condition corresponding to normal use, we have the right to reduce the refunded amount by the cost of bringing the goods back to their original state. Please return the goods to us clean, if possible, including the original packaging.
• The buyer is obliged to return the goods in their original condition, undamaged and complete. If the returned goods are damaged or incomplete, we have the right to reduce the refunded amount corresponding to the value of the decrease in the price of the goods.
• Return of goods within the statutory period is possible, however, if the customer repeatedly returns goods without a relevant reason, we reserve the right to refuse further orders or to demand payment of handling costs.

• In the event of a proven manufacturing defect in the goods, the buyer may request repair, financial compensation for damages, or a full refund.
• If the buyer is a consumer, the warranty period is 24 months.
• In the event of withdrawal from the Contract according to the Terms and Conditions, you are obliged to send the Goods to Us within 14 days of withdrawal and you bear the costs associated with returning the goods to Us. Conversely, you are entitled to have Us refund the delivery Price, but only up to the amount corresponding to the cheapest delivery method of the Goods that We offered for the delivery of the Goods. In the event of withdrawal due to Our breach of the concluded Contract, We also cover the costs associated with returning the goods to Us, but again only up to the amount of the delivery Price corresponding to the cheapest delivery method of the Goods that We offered for the delivery of the Goods.

 

7. CONSUMER DISPUTE RESOLUTION

• We are not bound by any codes of conduct in relation to buyers within the meaning of Section 1826 (1) (e) of the Civil Code.
• We handle consumer complaints via electronic means. Information on the resolution of the complaint will be sent to the buyer's electronic address.
• The Czech Trade Inspection Authority, with its registered office at Štěpánská 567/15, 120 00 Prague 2, ID No.: 000 20 869, internet address:http://www.coi.cz, is competent for out-of-court settlement of consumer disputes arising from the Contract. The online dispute resolution platform located at the internet address http://ec.europa.eu/consumers/odr can be used for resolving disputes between the seller and a buyer who is a consumer, arising from a purchase contract concluded by electronic means.
• The European Consumer Centre Czech Republic, with its registered office at Štěpánská 567/15, 120 00 Prague 2, internet address:http://www.evropskyspotrebitel.cz is the contact point according to 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 (Regulation on online dispute resolution for consumer disputes).
• Supervision over compliance with obligations under the Consumer Protection Act is exercised by the Czech Trade Inspection Authority, www.coi.cz.

8. LOYALTY PROGRAM

Participation in the program

• The loyalty program (hereinafter referred to as the "Program") is intended for customers who create an account on pikastore.cz.
• Each customer can only have one loyalty account. Duplicate accounts will be cancelled without notice.

Earning points and rewards

• For every 1 CZK spent, the customer receives 1 point.
• Points are automatically credited 14 days after payment of the order, unless the order is cancelled or returned.
• Points can also be earned in other ways:
• Customer referral (referral program) – points will only be credited if both customers complete a purchase.
• Product reviews – points are credited only for verified reviews via a link sent by email.
• Birthday bonus – the customer receives points if they provide their date of birth.
• Points are not transferable between accounts or exchangeable for cash.

Using points and discount coupons

• Accumulated points can be exchanged for discount coupons (percentage or value-based).
• Points are valid for 6 months from the date of crediting. If not used, they expire.
• Discount coupons are valid for 180 days from their generation. After this period, they become invalid.
• Discounts and rewards are non-transferable and can only be used on the account where they were earned.
• They cannot be combined with other discounts or coupons, unless stated otherwise.
• In the event of a return of goods for which points were credited or a discount was applied, the corresponding points will be deducted from the customer's account.

VIP levels and benefits

• The Program includes VIP levels that the customer reaches after accumulating a certain number of points.
• Each level unlocks additional benefits, which are defined on the pikastore.cz website.

Abuse of the program and fraudulent conduct

• Any attempt to abuse the loyalty program (e.g., account duplication, fake purchases) may lead to immediate account termination and loss of all points and rewards.
• The operator reserves the right to reclaim discounts or rewards obtained in violation of the program terms.

Changes and termination of the program

• The operator reserves the right to modify, suspend, or terminate the Program at any time.
• In case of termination, customers will be informed with reasonable notice and will be able to redeem remaining points by a specified deadline.

Protection of personal data

• Customer personal data collected within the Program is processed in accordance with the personal data protection policy, which is available on the pikastore.cz website.

9. FINAL PROVISIONS

• If Our and Your legal relationship contains an international element (i.e., for example, we will send goods outside the territory of the Czech Republic), the relationship will always be governed by Czech law. However, if you are consumers, your rights arising from legal regulations are not affected by this agreement.
• All written correspondence with you will be delivered by email. Our email address is listed in Our identification data. We will deliver correspondence to your email address provided in the Contract, in the User Account, or through which you contacted us.
• The Contract can only be amended by our written agreement. However, we are entitled to change and supplement these Terms and Conditions. This change will not affect already concluded Contracts, but only Contracts that will be concluded after the effective date of this change. However, we will inform you about the change only if you have created a User Account (so that you have this information if you order new Goods, but the change does not establish the right to terminate, as we do not have a Contract that could be terminated), or if we are to deliver Goods to you regularly and repeatedly based on the Contract. We will send you information about the change to your email address at least 14 days before the effective date of this change. If we do not receive termination of the Contract for regular and repeated deliveries of Goods from you within 14 days of sending the information about the change, the new terms become part of our Contract and will apply to the next delivery of Goods following the effective date of the change. The notice period, if you give notice, is 2 months.
• In the event of force majeure or unforeseeable events (natural disaster, pandemic, operational disruptions, sub-supplier failures), we are not liable for damages 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 Contract.
• The Contract, including the Terms and Conditions, is archived electronically with Us, but is not accessible to you. However, you will always receive these Terms and Conditions and the Order confirmation with the Order summary by email, and you will therefore always have access to the Contract even without Our cooperation. We recommend that you always save the Order confirmation and the Terms and Conditions.
• These terms and conditions are valid for purchases in the Pikastore.cz e-shop and are an integral part of the purchase agreement concluded between the seller and the buyer.
• These Terms and Conditions become effective on 22.8.2025