Complaints and refunds

I. Payment terms and delivery of goods

  1. The buyer may pay the price of the goods and any costs associated with the delivery of the goods under the purchase contract in the following ways:

    • by cashless transfer to the seller's bank account: 
        • for payments from the Czech Republic, account no. 131-2422900227/0100, IBAN CZ2001000001312422900227 held at Komerční banka
        • for payments from the EU, account no. 131-2422910257/0100, IBAN CZ3401000001312422910257 held at Komerční banka

    • by cashless payment card,

    • using the "Cash on delivery" service with individual carriers, where this service is charged over and above the price of the product and the postage. The fee may differ between individual carriers.

    • by cashless transfer to the seller's account through the PayPal payment gateway. 

  2. Together with the purchase price, the buyer is obliged to pay the seller the costs associated with the packaging and delivery of the goods in the agreed amount. Unless expressly stated otherwise below, the purchase price shall also be understood to include the costs associated with the delivery of the goods.

  3. In the case of cashless payment, the purchase price is due within 14 days of the conclusion of the purchase contract.

  4. In the case of payment through a payment gateway, the buyer proceeds according to the instructions of the relevant electronic payment provider.

  5. In the case of cashless payment, the buyer's obligation to pay the purchase price is fulfilled at the moment the relevant amount is credited to the seller's bank account.

  6. Under the Act on the Registration of Sales, the seller is obliged to issue a receipt to the buyer. At the same time, the seller is obliged to register the received sale with the tax authority online, or in the event of a technical failure no later than within 48 hours.

  7. The goods are delivered to the buyer:

    • to the address specified by the buyer in the order

  8. The choice of the delivery method is made during the ordering of the goods.

  9. The costs of delivery of the goods, depending on the method of dispatch and receipt of the goods, are stated in the buyer's order and in the seller's confirmation of the order. In the event that the method of transport is agreed on the basis of a special request of the buyer, the buyer bears the risk and any additional costs associated with this method of transport.

  10. If the seller is obliged under the purchase contract to deliver the goods to a place specified by the buyer in the order, the buyer is obliged to take over the goods upon delivery. In the event that, for reasons on the buyer's side, the goods have to be delivered repeatedly or in a manner other than that stated in the order, the buyer is obliged to pay the costs associated with the repeated delivery of the goods, or the costs associated with another method of delivery.

  11. When taking over the goods from the carrier, the buyer is obliged to check that the packaging of the goods is intact and, in the event of any defects, to notify the carrier of this without delay. If damage to the packaging is found indicating unauthorised entry into the consignment, the buyer need not accept the consignment from the carrier.

  12. The seller shall issue a tax document – an invoice – to the buyer. The tax document is sent to the buyer's e-mail address.

  13. The buyer acquires ownership of the goods by paying the full purchase price for the goods including the delivery costs, but no earlier than upon taking over the goods. 

  14. Responsibility for accidental destruction, damage or loss of the goods passes to the buyer at the moment of taking over the goods, or at the moment when the buyer had the obligation to take over the goods but failed to do so in breach of the purchase contract.

 

II. Withdrawal from the contract

  1. A buyer who concluded the purchase contract outside their business activity as a consumer has the right to withdraw from the purchase contract.

  2. The period for withdrawal from the contract is 14 days 

    • from the day of taking over the goods,

    • from the day of taking over the last delivery of goods, if the subject of the contract is several types of goods or the delivery of several parts,

  3. Among other things, the buyer may not withdraw from the purchase contract

    • for the provision of services, if they were performed with the buyer's prior express consent before the expiry of the period for withdrawal from the contract and the seller informed the buyer before the conclusion of the contract that in such a case the buyer has no right to withdraw from the contract,

    • for the supply of goods or a service whose price depends on fluctuations in the financial market independent of the seller's will and which may occur during the period for withdrawal from the contract,

    • for the supply of goods that have been adjusted according to the buyer's wishes or for the buyer's person (these are custom-made orders),

    • supply of goods that are perishable, as well as goods that, after delivery, have been irreversibly mixed with other goods,

    • in other cases stated in § 1837 of the Civil Code.

  4. In the event of a request to withdraw from the purchase contract for the supply of goods that have been adjusted according to the buyer's wishes or for the buyer's person, the seller is entitled to retain up to 100% of the purchase price. This is primarily due to the impossibility of reselling the adjusted goods.

  5. Withdrawal from a reservation made in advance or from a reservation contract created on the website "rezervace.lisswood.cz" is possible at any time during its course. The amount paid as the reservation fee is refundable only if the reservation is cancelled earlier than 1 month before the stated wedding date or the date of dispatch of the flowers. If this deadline is not met, the deposit is used to cover the planned workforce, in 100% of its amount.

  6. To comply with the period for withdrawal from the contract, the buyer must send the declaration of withdrawal within the period for withdrawal from the contract.

  7. To withdraw from the purchase contract, the buyer may use the model withdrawal form provided by the seller. The buyer shall send the withdrawal from the purchase contract to the seller's e-mail or delivery address stated in these terms and conditions. The seller shall confirm receipt of the form to the buyer without delay.

  8. A buyer who has withdrawn from the contract is obliged to return the goods to the seller within 14 days of withdrawal from the contract. The buyer bears the costs associated with returning the goods to the seller, even in the case where the goods cannot, by their nature, be returned by the usual postal route.

  9. A buyer who has withdrawn from the contract will not be refunded 100% of the money if the returned goods are damaged or otherwise ruined.

  10. If the buyer withdraws from the contract, the seller shall return to them without delay, but no later than within 14 days of withdrawal from the contract, the funds received from them, excluding the delivery costs and other costs (see the previous points), and in the same manner. The seller shall return the funds received to the buyer in another manner only if the buyer agrees and if no further costs arise for the buyer as a result.

  11. If the buyer withdraws from the purchase contract, the seller is not obliged to return the funds received to the buyer before the buyer hands over the goods or proves that they have sent the goods to the seller.

  12. The buyer must return the goods to the seller undamaged, unworn and unsoiled and, if possible, in the original packaging. The seller is entitled to unilaterally set off the claim for compensation for damage caused to the goods against the buyer's claim for a refund of the purchase price.

  13. The seller is entitled to withdraw from the purchase contract due to the goods being sold out, the unavailability of the goods, or when the manufacturer, importer or supplier of the goods has interrupted the production or import of the goods. The seller shall inform the buyer without delay via the e-mail address stated in the order and shall return, within 14 days of the notice of withdrawal from the purchase contract, all funds including the delivery costs which it received from the buyer on the basis of the contract, in the same manner, or in a manner determined by the buyer.