GENERAL TERMS AND CONDITIONS for the e-shop www.Flugo.cz

These General Terms and Conditions (“Terms”) of FLUGO EXIM s.r.o. (the “Company”), represented by Maxim Braghiş, with its registered office at Kurta Hubera 1075/27, 196 00 Prague-Čakovice, Company ID No.: 27184943, email: info@flugo.cz, telephone: +420 777 427 272, and place of business at Vlastina 889/23, Building No. IX (“We” or the “Seller”), regulate, in accordance with the provisions of Section 1751(1) of Act No. 89/2012 Coll., the Civil Code, as amended (the “Civil Code”), the mutual rights and obligations of you, as the buyer, and us, as the seller, arising in connection with or based on a purchase contract (“Contract”) concluded via the E-shop on the website www.flugo.cz.

All information regarding the processing of your personal data is provided in our Privacy Policy, which can be found hire.

The provisions of these Terms form an integral part of the Contract. The Contract and the Terms are executed in the Czech language. We may unilaterally amend or supplement the Terms. This does not affect any rights and obligations arising during the validity of the previous version of the Terms.

As you are likely aware, we primarily communicate remotely. Therefore, the Contract is concluded through means of remote communication, allowing us to reach an agreement without the simultaneous physical presence of you and us. The Contract is thus concluded remotely within the environment of the E-shop, through the web interface of the website (“E-shop web interface”).

If any part of these Terms conflicts with what we have mutually agreed upon during the purchase process on our E-shop, such specific agreement shall prevail over the Terms.

1. DEFINITIONS
1.1. Price means the amount you pay for the Goods;
1.2. Delivery Price means the amount you pay for delivery, including packaging;
1.3. Total Price is the sum of the Price and the Delivery Price;
1.4. VAT is the value-added tax under applicable laws;
1.5. Invoice is the tax document issued in accordance with VAT law;
1.6. Order is your binding proposal to enter into a Contract with us to purchase Goods;
1.7. User Account is an account created using your submitted information;
1.8. You are the person purchasing from our E-shop;
1.9. Goods are any items available for purchase on the E-shop.

2. GENERAL PROVISIONS

2.1. Purchasing Goods is only possible through the E-shop web interface.

2.2. When purchasing Goods, you are obligated to provide us with all necessary information correctly and truthfully. We will assume the information you provide in the Order is accurate and truthful.

2.3. On our E-shop, we provide access to product reviews from other consumers. We ensure the authenticity of such reviews by linking them to specific orders in our internal system, where we can verify and prove that a review comes from a real customer.

 

3. CONCLUSION OF THE CONTRACT

3.1. The Contract with us can only be concluded in the Czech language.

3.2. The Contract is concluded remotely via the E-shop, and you bear the cost of remote communication means. These costs do not differ from the basic rate (primarily internet access); we do not charge additional fees. By submitting your Order, you agree to the use of remote communication.

3.3. To conclude the Contract, you must create an Order on the E-shop. The Order must include:

1. a) Details of the Goods you wish to purchase (selected via "Add to Cart");
2. b) Details of the Price, Delivery Price, payment method, and preferred delivery method;
3. c) Your identification and contact information (name, surname, address, phone number, email).

3.4. You can review and modify Order details before submitting it by clicking "Order with payment obligation." Before submission, you must confirm you have read and agree to these Terms.

3.5. We will confirm receipt of your Order by email, including a summary and a copy of these Terms. The Contract is concluded when we confirm your Order.

3.6. In certain cases (e.g., item not in stock, order quantity exceeds limits), we may not confirm your Order. If that happens, we will send you a modified offer. The Contract is concluded once you accept our revised offer.

3.7. If an evidently incorrect Price is shown, we are not obliged to deliver the Goods at that Price—even if the Order was confirmed. We will notify you and offer a revised Contract, which becomes valid once you accept.

3.8. Upon Contract conclusion, you are obliged to pay the Total Price.

3.9. If you have a User Account, you may use it to place Orders. You must verify and correct your details.

3.10. Discounts may be applied if you provide the required discount code in the specified field.

 

4. USER ACCOUNT

4.1. Your registration creates a User Account, allowing you to access saved data and order history.

4.2. You must provide truthful and accurate information and update it when necessary.

4.3. Access is protected by a username and password. You are responsible for keeping these confidential. We are not liable for misuse.

4.4. User Accounts are personal and may not be shared.

4.5. We may deactivate User Accounts inactive for more than 10 years or if you breach the Terms.

4.6. The User Account may not always be available due to maintenance.

 

5. PRICE AND PAYMENT TERMS, RETENTION OF TITLE

5.1. The Price is displayed on the E-shop, in the Order summary, and in the Contract. In case of discrepancies, the Order price prevails.

5.2. The Total Price includes VAT and all statutory fees.

5.3. You must pay the Total Price before receiving the Goods, using one of the following methods:

1. a) Bank transfer (due within 14 days after Order confirmation);
2. b) Online card payment via Shoptet Pay (due within 1 day);
3. c) Cash on delivery (due upon receipt);
4. d) Cash upon personal pickup (due upon receipt).

5.4. An electronic Invoice will be issued and sent to your email once payment is received.

5.5. Ownership transfers to you after full payment and delivery. For bank transfers, payment is considered made when credited to our account.

 

6. DELIVERY OF GOODS, TRANSFER OF RISK OF DAMAGE

6.1. Goods will be delivered within 30 days using one of the following options:

1. a) Personal pickup at our premises;
2. b) Pickup at third-party collection points;
3. c) Delivery via listed courier services.

6.2. Delivery is only available within the Czech Republic.

6.3. Delivery time depends on product availability and chosen method. You will be informed in your Order confirmation.

6.4. Upon delivery, check the packaging. Report any damage to the courier and us. If the package shows signs of tampering, you are not required to accept it.

6.5. Refusal to accept the Goods without valid reason does not cancel our delivery obligation. We may charge storage costs (transport fee plus CZK 150/m² per day). We may also withdraw from the Contract.

6.6. If repeated or alternate delivery is required due to your fault, you must cover associated costs (payment details will be sent via email).

6.7. The risk of damage passes to you upon receipt. If you do not accept the Goods, the risk passes when you had the opportunity to receive them but failed to do so.

6.8. If Goods were not marked as in stock, and delays occur (e.g., production issues, supplier delays), we will notify you of new delivery expectations or non-availability.

 

7. RIGHTS FROM DEFECTIVE PERFORMANCE

7.1. We guarantee the Goods will be free from defects upon risk transfer. Goods must:

1. a) Match the agreed description, type, quantity, quality, functionality, compatibility, etc.;
2. b) Suit the purpose you requested and we agreed to;
3. c) Include agreed accessories, manuals, installation guides;
4. d) Be suitable for their usual purpose;
5. e) Conform in quantity, quality, durability, etc., to what can reasonably be expected;
6. f) Include expected accessories and instructions;
7. g) Match provided samples or models.

7.2. Rights regarding defective performance are governed by applicable law (Sections 2099–2117 and 2161–2174b of the Civil Code, and Act No. 634/1992 Coll. on Consumer Protection).

7.3. If a defect is found, notify us via email, post, or in person. Specify how you wish to resolve the defect. Use our complaint form (Annex 1).

7.4. If Goods are defective, you may request:

1. a) Delivery of replacement or missing Goods; or
2. b) Repair of the Goods—unless such remedy is impossible or disproportionately costly.

7.5. We may refuse the request if the remedy is impossible or disproportionate.

7.6. Alternatively, you may request:

1. a) A reasonable discount; or
2. b) Withdrawal from the Contract—if:
3. a) We refuse or fail to remedy the defect;
4. b) The defect recurs;
5. c) The defect is substantial;
6. d) It is clear we will not fix the defect in time or without undue hardship.

7.7. You cannot withdraw if the defect is minor.

7.8. If you caused the defect, you are not entitled to a remedy.

7.9. Wear from normal use is not considered a defect.

7.10. Upon complaint submission, we will confirm receipt with details of your request.

7.11. Unless agreed otherwise, we will process your complaint within 30 days. If not, you may withdraw or claim a discount.

7.12. We will notify you via email and provide confirmation. If the complaint is valid, you may claim reimbursement of related costs (e.g., transport). If a replacement was provided, return the defective item at our expense.

7.13. If you are a business customer, report defects without delay, no later than 3 days after delivery.

7.14. Consumers may report defects up to 24 months from receipt.

 

8. WITHDRAWAL FROM THE CONTRACT

8.1. Withdrawal from the Contract, i.e. terminating the contractual relationship between us and you from the beginning, may occur for the reasons and in the manner described in this section or in other provisions of the Terms where the right to withdraw is expressly stated.

8.2. If you are a consumer (i.e. purchasing Goods outside your business activities), you have the right to withdraw from the Contract within 14 days of its conclusion, or, if it concerns the purchase of Goods, within 14 days of receiving them. If the Contract involves multiple items or parts delivered separately, the withdrawal period begins on the day the last item or part is delivered. If the Contract involves regular and repeated delivery of Goods, the period starts with the first delivery.

8.3. You may withdraw from the Contract by any verifiable method (especially via email or letter sent to our contact details). You may also use the withdrawal form we provide (Annex 2).

8.4. As a consumer, you cannot withdraw from the Contract in cases listed in Section 1837 of the Civil Code.

8.5. The 14-day period for withdrawal under clause 8.2 is deemed to be met if you send us notice of withdrawal during that period.

8.6. If you withdraw from the Contract under clause 8.2, you must return the Goods to us within 14 days and bear the cost of returning them. You are entitled to a refund of the Delivery Price, but only up to the cost of the least expensive delivery method we offered. If the withdrawal is due to our breach of the Contract, we will cover the return cost, again only up to the amount of the lowest-priced delivery option we offered.

8.7. If you withdraw, we will refund the Price within 14 days of the effective date of withdrawal, using the same payment method used for purchase unless you request otherwise. However, we may delay the refund until we receive the returned Goods or proof that they have been sent back.

8.8. Upon withdrawal under clause 8.2, you are liable for any reduction in the value of the Goods caused by handling them in a way that goes beyond what is necessary to examine their nature, features, and functionality—as if in a physical store. If we have not yet refunded the Price, we may deduct this reduction from the refund.

8.9. We may withdraw from the Contract at any time before the Goods are delivered, if their delivery becomes impossible due to objective reasons (e.g., supplier issues, product unavailability), or if you provided false information in the Order. If you are purchasing as a business, we may withdraw from the Contract at any time without giving a reason.

 

9. CONSUMER DISPUTE RESOLUTION

9.1. We are not bound by any codes of conduct in relation to buyers, as defined in Section 1826(1)(e) of the Civil Code.

9.2. Consumer complaints are handled via the email address info@flugo.cz. We will send information about the resolution of your complaint to your email address.

9.3. For out-of-court settlement of consumer disputes arising from the Contract, the Czech Trade Inspection Authority (Česká obchodní inspekce), based at Štěpánská 796/44, 110 00 Prague 1, ID No.: 000 20 869, website: http://www.coi.cz, is competent. You may also use the online dispute resolution platform available at http://ec.europa.eu/consumers/odr to resolve disputes between us and you, as a consumer, arising from a purchase contract concluded by electronic means.

9.4. The European Consumer Centre Czech Republic, based at Štěpánská 796/44, 110 00 Prague 1, website: http://www.evropskyspotrebitel.cz, is the contact point pursuant 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 (Online Dispute Resolution Regulation).

10. FINAL PROVISIONS
    10.1. If our and your legal relationship includes an international element (e.g., we ship Goods outside the Czech Republic), the relationship shall always be governed by the laws of the Czech Republic. If you are a consumer, your rights under applicable consumer protection laws are not affected.
    10.2. All written correspondence between us and you will be delivered by email. Our email address is listed in our identification details. We will deliver correspondence to the email address you specified in the Contract, your User Account, or the one you used to contact us.
    10.3. The Contract may be amended only by written agreement between us. However, we may amend these Terms, which will only affect Contracts concluded after the changes take effect or those where we deliver Goods regularly. We will inform you of such changes at least 14 days in advance via your email. If we do not receive your notice of termination within 14 days of this notice, the new Terms become part of our Contract and apply to the next delivery. The notice period is 2 months.
    10.4. We are not liable for damage resulting from force majeure or unforeseeable events (e.g., natural disasters, pandemics, operational failures, supplier outages). If such a situation lasts for more than 10 days, both you and we may withdraw from the Contract.
    10.5. These Terms include a sample complaint form and a sample withdrawal form as Annexes 1 and 2.
    10.6. The Contract, including the Terms, is archived electronically by us and is not accessible to you. However, you will always receive these Terms and the Order confirmation with the summary of your Order by email. We recommend saving both.
    10.7. These Terms enter into effect on 24 April 2025.

ANNEX 1 – COMPLAINT FORM
Recipient: Flugo Exim S.R.O., Maxim Braghiş, Kurta Hubera 1075/27, 196 00, Prague-Čakovice

Complaint Submission
Date of Contract Conclusion: 
Full Name: 
Address: 
Email Address: 
Goods Being Claimed: 
Description of Defect: 
Preferred Method of Complaint Resolution:

I also request a confirmation of receipt of this complaint, stating when I submitted the claim, the content of the complaint, the requested resolution, and my contact details for the resolution notice.

Date:
Signature:

ANNEX 2 – WITHDRAWAL FORM
Recipient: Flugo Exim S.R.O., Maxim Braghiş, Kurta Hubera 1075/27, 196 00, Prague-Čakovice

I hereby declare that I withdraw from the Contract:
Date of Contract Conclusion: 
Full Name: 
Address: 
Email Address: 
Description of Goods Covered by the Contract: 
Method of Returning Received Payment (including bank account number if applicable):

If the buyer is a consumer and has ordered Goods through the Company's e-shop or another remote communication channel, they are entitled, under Section 1829 of Act No. 89/2012 Coll., the Civil Code, to withdraw from the already concluded purchase contract within 14 days from the contract's conclusion or, in the case of goods, within 14 days from receipt. For contracts involving multiple items or parts, this period starts on the day the last part is delivered. For regular deliveries, it begins with the first delivery.

The buyer must notify the Company of withdrawal in writing or electronically via the contact details provided in this form.
If a consumer withdraws from the Contract, they must return the Goods to the Company without undue delay, no later than 14 days from the withdrawal.
If a consumer withdraws, the Company must refund all received funds, including delivery charges, within 14 days using the same method as the original payment. If the consumer selected a more expensive delivery method, the refund is limited to the cost of the cheapest offered delivery option. The Company is not obliged to issue a refund until it has received the returned Goods or proof that the Goods were sent back.

Date:
Signature: