General Terms and Conditions

(The terms for the protection and processing of personal data are set out in a separate document, which you can find HERE.)

I. Introductory provisions and explanation of the purpose of the General Terms and Conditions

These General Terms and Conditions (hereinafter also referred to as the “GTC”) apply to the purchase of physical products via the web interface www.drrhaco.com. These terms and conditions shall also apply, accordingly, to concluding a contract outside this web interface, if the Seller attaches these terms and conditions to the offer or refers to them in the offer.
The purchase of products takes place on the basis of a purchase contract concluded between the Seller and the Buyer. The process of concluding the purchase contract is described in detail in Article III of the GTC. These GTC are a document that forms an integral part of the purchase contract and describe and explain in detail the rights and obligations of both parties to the purchase contract, i.e., the Buyer and the Seller. Provisions that differ in the purchase contract from the provisions of the GTC shall take precedence over the provisions of the GTC.
The GTC contain information that you need to have available before you purchase the product. Please read the GTC carefully and, if you have any comments or questions, contact us before ordering the product. Contact details can be found in Article II of the GTC. By clicking the “Order with an obligation to pay” button, you are signalling to us that you have seen, read and agree to the course of the transaction and cooperation as described herein.

II. Important terms (definitions)

SELLER.
The Seller is: Dr. Rhaco, s.r.o.
Company ID (IČ): 09568310
VAT ID (DIČ): CZ09568310, VAT payer
Registered office: Korunní 2569/108, Vinohrady, 101 00 Prague 10
Registered with the Municipal Court in Prague, file No. C337663
Premises and delivery address: Zauliční 887/1b, 725 26 Ostrava-Krásné Pole
Phone: +420 602 609 454
E-mail address for electronic delivery: info@drrhaco.com
BUYER. The Buyer is a person who, via the web interface www.drrhaco.com, concludes a purchase contract with the Seller. The Buyer may be an entrepreneur/business entity or a consumer.
ONLINE STORE. The Seller’s online store available at: www.drrhaco.com.
PRODUCTS. Movable items offered in the online store.
PURCHASE CONTRACT. A contract for the purchase of physical products (goods) concluded between the Buyer and the Seller.
CIVIL CODE. Act No. 89/2012 Coll., the Civil Code, as amended.
GTC. These terms and conditions.

III. Order and conclusion of the purchase contract

The Buyer orders products through the online store, i.e., via the automated ordering system, by submitting a completed order form.
The online store contains a detailed description of the offered products, including what they contain, for whom they are intended, what they may bring to the Buyer and in what form they are provided, and, where applicable, whether any additional conditions are necessary for their effective use and completion. It also includes a detailed description of bonuses provided with individual products. All presentations shown in the online store are for informational purposes. The Seller is not obliged to conclude a purchase contract regarding these products. The provision of Section 1732(2) of the Civil Code shall not apply.
ORDERING PRODUCTS.
1. To order products via the online store, the Buyer uses the order form in which they fill in their contact details (first name, last name, address, e-mail, phone number, and, when ordering for a company, also company details, Company ID and VAT ID), information about the ordered product (by placing the ordered product into the online store “basket” and stating the quantity/amount for each ordered product, or by selecting the product(s) in the order form), delivery details for physical products (in particular the delivery address, if different from the contact/invoicing address), and chooses the payment method.
2. Before submitting the order, the Buyer is allowed to review and change the data entered in the order form and, if necessary, correct any errors and inconsistencies. The Buyer submits the order by clicking the “Order with an obligation to pay” button, by which the Buyer undertakes to pay the purchase price and delivery costs for the ordered products.
3. The Seller informs the Buyer of receipt of the order by e-mail sent to the Buyer’s electronic address provided in the order or in the Buyer’s customer account. The information about receipt of the order is sent automatically. This confirmation is considered the conclusion of the purchase contract. These terms and conditions in PDF are attached to the e-mail. Until the Buyer receives the confirmation of receipt of the order, the order can be cancelled by phone or e-mail (to the address stated in Article II of the GTC).
4. In case of doubts about the correctness of the order, the Seller may contact the Buyer to verify the authenticity of the order.
5. The Seller is entitled to withdraw from the concluded purchase contract if the subject matter of the contract is the purchase of a physical product and the stock is completely sold out and cannot be replenished. If the product is not in stock but replenishment is planned or already in progress, the Seller will inform the Buyer by phone or e-mail of a possible delivery date. If the Buyer does not agree with this date and no agreement on a delivery date is reached, or if the product can no longer be delivered due to complete sell-out, the Seller is entitled to withdraw from the purchase contract. If the Buyer has paid the purchase price in full or in part before withdrawal from the purchase contract, the received payment will be refunded to the Buyer in the same manner as the Buyer made the payment. The refund period depends on the chosen payment method but will not exceed 10 days from the moment of withdrawal from the purchase contract.
6. The Seller is entitled to withdraw from the concluded purchase contract if the price of the product that is the subject of the order clearly does not correspond to the value of the product and such price was stated in the online store due to a technical error on the part of the Seller. In such a case, the Seller is entitled to send the notice of withdrawal from the purchase contract to the Buyer’s e-mail address without undue delay after discovering the technical error, but no later than the moment of delivery of the product to the Buyer.
When ordering a product, the Buyer is obliged to provide correct and complete information. The information provided by the Buyer is considered correct by the Seller.
A Buyer who is an entrepreneur is obliged, upon the Seller’s request, to prove that they are an entrepreneur by sending a copy of their trade licence or other authorisation, or an extract from the Commercial Register, to the Seller’s contact e-mail stated in these GTC.
The purchase contract is concluded in the Czech language. The purchase contract is concluded in electronic form and is not accessible.
Costs incurred by the Buyer when using means of distance communication in connection with concluding the purchase contract (internet connection costs, telephone call costs) are borne by the Buyer. These costs do not differ from the basic tariff.

IV. Product price and payment

The online store always states the currently valid price of each product. The price is valid for the entire period during which it is displayed in the online store. If a promotional price is stated, the conditions and duration of its validity are stated as well. The price includes related fees and taxes. For physical products, the Buyer is also obliged to pay delivery costs according to the selected shipping method. The final purchase price is stated in the Buyer’s order.
The agreed purchase price is the price stated for the product at the time the Buyer submits the order (as stated in the submitted order form).
Unless expressly agreed otherwise by the contracting parties, the Seller will deliver the products to the Buyer only after full payment of the purchase price and delivery costs.
Discounts on products cannot be combined unless the contracting parties agree otherwise.
The purchase price may be paid by the following methods:
1. Cashless bank transfer to the Seller’s bank account (payment usually takes 1–2 business days): the Buyer will receive payment instructions in the e-mail confirming receipt of the order. When paying, the Buyer is obliged to enter the relevant variable symbol so that the payment can be matched quickly and the product can be delivered as soon as possible.
2. Cashless payment cards VISA, VISA Electron, MasterCard, Maestro (payment is made immediately).
3. Online bank transfer, so-called bank buttons (payment is made immediately).
4. Cash on delivery upon delivery of the product (applies only to the purchase of physical products).
Payment methods (payment cards and online bank transfer) are connected to the GoPay Czech branch payment gateway (www.gopay.com/cs), which provides secure technology for accepting payment cards and online bank transfers. Payment is governed by the terms of the payment method provider. The Buyer enters payment card numbers, credit card numbers and e-banking passwords via a secure and trustworthy channel of GoPay Czech branch. Any complaints or questions regarding payments can be directed to GoPay Czech branch, Senovážné nám. 1736, 370 01 České Budějovice, gopay@gopay.cz, tel. +420 387 685 123.

Any other payment methods will be stated in the online store or may be expressly agreed by the contracting parties. The purchase price is paid in Czech crowns or euros.
In the case of a cashless bank transfer, the purchase price is due within 7 days of confirmation of receipt of the order. The due date is stated in the payment instructions, in the proforma invoice. The purchase price is paid at the moment the relevant amount is credited to the Seller’s bank account. In the case of online card payment or an instant bank transfer, the purchase price is due immediately after conclusion of the purchase contract. In the case of cash on delivery, the purchase price is due upon receipt of the products.
If the Buyer fails to pay the purchase price even within 10 days after the due date, the purchase contract shall terminate upon the expiry of this period.
Cash on delivery is subject to a fee; the amount of the fee is stated in the online store.
After payment is received, the Buyer will be issued a receipt of payment and an invoice; for online payment methods, the Buyer receives the invoice immediately after payment, and in other cases within 3 business days of receipt of payment.
The provision of Section 2119(1) of the Civil Code shall not apply.
The Seller does not require any advance payment or other similar payment from the Buyer. Payment of the purchase price before dispatch of the physical products is not an advance payment.

V. Delivery terms

When purchasing products, the physical product will be dispatched in the manner chosen by the Buyer – via the selected courier service.
Physical products are dispatched to the Buyer no later than the fifth business day after the purchase price is credited to the Seller’s account, except where the Buyer chooses cash on delivery.
Given the nature of the products, shipping costs are charged only in the case of selling physical products. The specific amount is stated for the selected shipping method directly during checkout.
After delivery, the Buyer is obliged to check without undue delay the functionality and availability of the content; for a physical product, the Buyer is obliged to check whether it is damaged and, if damage is found, to notify the carrier and the Seller immediately. If the packaging shows signs of tampering indicating unauthorised entry into the shipment, the Buyer does not have to accept the shipment from the carrier. Details are set out in Article VIII of these GTC.
If, under the purchase contract, the Seller is obliged to deliver physical products to a place specified by the Buyer in the order, the Buyer is obliged to accept the product upon delivery. If, for reasons on the Buyer’s side, the products must be delivered repeatedly or in a manner other than stated in the order, the Buyer is obliged to pay the costs associated with repeated delivery, or the costs associated with another delivery method.
If the method of transport is agreed based on a specific request of the Buyer, the Buyer bears the risk and any additional costs associated with this transport method.
The Buyer acquires ownership of the physical products by paying the full purchase price, including delivery costs, but no earlier than upon taking delivery of the physical products. Liability for accidental destruction, damage or loss of the physical products passes to the Buyer upon taking delivery of the physical products or at the moment when the Buyer was obliged to take delivery but failed to do so in breach of the purchase contract.
The risk of damage to the physical product passes to the Buyer who is an entrepreneur upon taking delivery of the physical product or at the moment when the Buyer was obliged to take delivery but failed to do so in breach of the purchase contract. In the case of transport, delivery of the physical product to a Buyer who is an entrepreneur is deemed to occur upon handing the physical product over to the first carrier. In the case of a purchase contract concluded with a Buyer who is an entrepreneur, the Seller is not liable for damage to the physical product caused by transport if the Seller does not arrange the transport. In the case of transport of the physical product by a third party (carrier), the Seller ceases to bear liability for the physical product and the risk of damage to the physical product at the moment the physical product is handed over to the carrier. Transport by a third party (carrier) is governed by that third party’s (carrier’s) terms and conditions.
If no time of performance is agreed, the Seller is obliged to deliver the physical products to the Buyer who is a consumer no later than 30 days from the conclusion of the purchase contract. If the Seller is in delay with delivery of the products by more than 30 days, the Buyer may withdraw from the purchase contract unless the Seller fulfils its obligation within an additional period provided by the Buyer. The Buyer may withdraw without an additional period only if the Seller has refused performance, or if performance at the specified time is essential due to the circumstances at the time of concluding the purchase contract, or if the Buyer informed the Seller before concluding the purchase contract that delivery at a certain time is essential. In the event of withdrawal under this provision, the Seller shall refund to the Buyer without undue delay all monetary payments received by the Seller from the Buyer under the purchase contract.
All gifts and bonuses are dispatched only after payment of the purchase price.

VI. Withdrawal from the purchase contract – applies only to Buyers concluding the contract as consumers

A Buyer who concludes the purchase contract as a consumer has, pursuant to Section 1829(1) of the Civil Code, the right to withdraw from the purchase contract without giving any reason within 14 days from the day on which the Buyer:
1. received the physical product, or
2. received the last item, if the Buyer orders multiple physical products within one order that are delivered separately, or
3. received the last item or part of a delivery consisting of several items or parts, or
4. received the first delivery of physical products, if regular deliveries of physical products are agreed in the purchase contract for an agreed period.
Within this period, the withdrawal must be sent by e-mail to info@drrhaco.com or by post to the address stated in Article II of the GTC. To meet the withdrawal deadline, it is sufficient to send the withdrawal before the expiry of the relevant period.
The Buyer may withdraw from the purchase contract by any unequivocal statement or by completing the form available here. If the model form is used, the Seller will confirm receipt to the Buyer without undue delay.
The Buyer cannot withdraw from a purchase contract for:
1. the supply of a physical product made to the Buyer’s requirements or customised to their personal needs,
2. the supply of a physical product in sealed packaging which, for reasons of health protection or hygiene, is not suitable for return after the Buyer has broken the seal.
Confirmation that the Buyer expressly agrees to performance beginning before the expiry of the withdrawal period, and information that granting such consent results in the loss of the right to withdraw, will be sent by the Seller to the Buyer in the order confirmation.
If the Buyer withdraws from a purchase contract whose subject is the purchase of a physical product, the Buyer is obliged to hand over or send the physical product to the Seller no later than 14 days from withdrawal. The Buyer bears the costs of returning the physical product.
The Buyer is obliged to return the physical products undamaged, clean, and, if possible, in the original packaging. The Buyer is liable for any decrease in the value of the physical products resulting from handling the physical products in a manner other than necessary to become familiar with their nature and characteristics. The Seller is entitled to set off the claim for compensation of the incurred damage against the Buyer’s claim for a refund of the purchase price.
No later than 14 days from receipt of the notice of withdrawal, the Seller shall refund to the Buyer the financial funds received from the Buyer as payment for the physical product, including delivery costs and any other costs paid for delivery of the physical product, using the same payment method used by the Seller to receive the funds from the Buyer. The Seller will refund the funds by another method only if the Buyer agrees and if no additional costs arise for the Buyer.
If the Buyer chose a delivery method other than the cheapest method offered by the Seller, the Seller will refund the delivery costs in the amount corresponding to the cheapest offered delivery method.
The Seller is not obliged to refund the funds to the Buyer before the Buyer hands over the physical product to the Seller or proves that the product has been sent to the Seller, whichever occurs first.

VII. Warranty, rights arising from defective performance, complaints procedure

RIGHTS ARISING FROM DEFECTIVE PERFORMANCE RELATING TO PHYSICAL PRODUCTS

The Seller is liable to the Buyer that the physical product has no defects upon receipt. In particular, the Seller is liable to the Buyer that at the time the Buyer received the physical product:
1. it corresponds to the agreed description, type and quantity and other agreed characteristics,
2. it is fit for the purpose required by the Buyer and agreed by the Seller, and
3. it is supplied with the agreed accessories.
The Seller is also liable to the Buyer that, in addition to the agreed characteristics:
1. the physical product is fit for the purpose for which an item of this kind is usually used,
2. the physical product, by quantity, quality and other characteristics, including durability, corresponds to the usual characteristics of an item of the same kind which the Buyer may reasonably expect, also with regard to public statements made by the Seller or another person in the same contractual chain, in particular advertising or labelling,
3. the physical product is supplied with accessories, including packaging, and other instructions for use which the Buyer may reasonably expect, and
4. the physical product corresponds in quality or workmanship to a sample or model that the Seller provided to the Buyer before conclusion of the purchase contract.
If a defect becomes apparent within one year of the Buyer receiving the physical product, it is presumed that the physical product was defective already upon receipt, unless the nature of the physical product or the defect excludes this. This period does not run for the time during which the Buyer cannot use the physical product if the defect was rightfully claimed.
The Buyer is not entitled to rights arising from defective performance if the Buyer caused the defect themselves.
Wear and tear of a physical product caused by its usual use is not a defect.
If the physical product has a defect, the Buyer may request its removal. The Buyer may request, at their option, delivery of a new physical product without defects or repair of the physical product, unless the chosen method of remedy is impossible or, compared to the other method, disproportionately costly.
The Buyer may request a reasonable discount from the purchase price or withdraw from the purchase contract if:
1. the Seller refused to remove the defect or failed to remove it in accordance with Section 2170(1) and (2) of the Civil Code,
2. the defect occurs repeatedly,
3. the defect constitutes a substantial breach of the purchase contract, or
4. it is apparent from the Seller’s statement or from the circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to the Buyer.
The Buyer cannot withdraw from the purchase contract if the defect is insignificant. If the Buyer withdraws from the purchase contract, the Seller shall refund the price after receiving the physical product or after the Buyer proves that they have sent the physical product to the Seller.
The Buyer may claim a defect of a physical product that becomes apparent within 24 months of receipt. If an expiry date is stated on the physical product, the Buyer is entitled to claim the defect within the expiry date.

PRODUCT COMPLAINTS

The Seller is obliged to accept a complaint at any premises where acceptance of complaints is possible, or at the registered office or place of business of the Seller.
The Buyer is entitled to submit a complaint by e-mail or in writing. When submitting a complaint, the Buyer shall state which product is being complained about, what defect is the subject of the complaint and what method of complaint resolution the Buyer requests. To facilitate the process, it is advisable to attach proof of purchase or a tax document (invoice), if issued, or another document proving the purchase.
The address for returning physical products due to a complaint is: : Zauliční 887/1b, 725 26 Ostrava-Krásné Pole.
When a complaint is submitted, the Seller will issue the Buyer a confirmation stating the date when the complaint was submitted, what its content is, what method of resolution the Buyer requests and the Buyer’s contact details for the purpose of providing information about complaint resolution.
The Seller is obliged to resolve the Buyer’s complaint, including remedying the defect, and inform the Buyer thereof within 30 days from the date the complaint was submitted, unless the Seller and the Buyer agree on a longer period. After the unsuccessful expiry of this period, the Buyer is entitled to withdraw from the purchase contract or request a reasonable discount from the purchase price.
The Seller is also obliged to issue the Buyer a confirmation of the date and method of complaint resolution, including confirmation of repair, the duration of the complaint process, or written justification for rejecting the complaint.
A Buyer who has rights arising from defective performance is entitled to reimbursement of costs reasonably incurred in exercising these rights. If the Buyer does not exercise the right to reimbursement within one month after the expiry of the period within which the defect must be claimed, the court will not grant the right if the transferor objects that the right to reimbursement was not exercised in time.
Rights arising from defective performance are governed by applicable legal regulations, in particular Sections 1914 to 1925, Sections 2099 et seq., Sections 2161 et seq. and Sections 2389i et seq. of the Civil Code, and, if the Buyer is a consumer, also by Act No. 634/1992 Coll., on Consumer Protection.

VIII. Other arrangements

The Seller allows reporting content that may be in breach of legal regulations or violate the rules of the online store. Defective or illegal content may be reported to info@drrhaco.com.
Please include the following information in the report:
1. Description of the defective content and the reason for reporting (e.g., false claim, offensive language, etc.),
2. Link (URL) to the specific page or element being reported,
3. Name and e-mail (so the Seller can confirm receipt and inform about the outcome),
4. Short declaration of honour that everything stated is true and submitted in good faith.
The Seller will respond to the report as soon as possible, usually within a few days. The Seller will inform the reporting person of the outcome by e-mail.

IX. Customer account

The Buyer may register in the online store and create their own customer account. From the customer account, the Buyer can place orders. The Buyer may also place orders without registration.
When registering a customer account, the Buyer is obliged to provide correct and truthful information. The Buyer is obliged to update the data in the customer account whenever it changes. The data provided by the Buyer in the customer account are considered correct by the Seller.
Access to the customer account is secured by a username and password. The Buyer is obliged to keep confidential the information necessary for access to the customer account. The Seller is not liable for any misuse of the customer account by third parties.
The Buyer is not entitled to allow third parties to use the customer account.
The Seller may cancel the customer account, especially if the Buyer has not used the customer account for more than 2 years, or if the Buyer breaches their obligations under the purchase contract or these GTC.
The Buyer acknowledges that the customer account may not be available continuously, especially with regard to necessary maintenance of the Seller’s hardware and software, or necessary maintenance of third parties’ hardware and software.

X. Delivery of correspondence

The contracting parties may deliver all written correspondence to each other by e-mail.
The Buyer delivers correspondence to the Seller to the e-mail address stated in these terms and conditions. The Seller delivers correspondence to the Buyer to the e-mail address stated in the Buyer’s customer account or in the order.

XI. Handling complaints, resolution of consumer disputes

For handling complaints, the Seller can be contacted at the address stated in Article II of the GTC or at info@drrhaco.com.
The Seller is authorised to sell products based on a trade licence. Trade licence supervision is carried out by the competent trade licensing office within its scope of authority. The Czech Trade Inspection Authority supervises, among other things, compliance with Act No. 634/1992 Coll., on Consumer Protection, within the defined scope.
The competent authority for out-of-court resolution of consumer disputes arising from the purchase contract is the Czech Trade Inspection Authority, with its registered office at Gorazdova 1969/24, 120 00 Prague 2, Company ID: 000 20 869, website: https://adr.coi.cz/cs. The online dispute resolution platform at http://ec.europa.eu/consumers/odr can be used for disputes between the Seller and the Buyer arising from the purchase contract.
The European Consumer Centre Czech Republic, with its registered office at Gorazdova 1969/24, 120 00 Prague 2, 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.

XII. Final provisions

The protection of personal data is addressed in a separate document, which you can find here.
All arrangements between the Seller and the Buyer are governed by the laws of the Czech Republic. If the relationship established by the purchase contract contains an international element, the contracting parties agree that the relationship shall be governed by the laws of the Czech Republic. This does not affect the consumer’s rights arising from generally binding legal regulations.
The provisions of the Civil Code relating to consumer protection and the Consumer Protection Act do not apply to persons who use the services of the Online Store as entrepreneurs. If a person states their Company ID in the order, it is deemed that they act within the scope of their business activity and acknowledge that legal regulations relating to consumer protection do not apply to their order. An entrepreneur is also considered, under the conditions set out in the Civil Code, to be any person who concludes contracts related to their own commercial, manufacturing or similar activity or in the independent performance of their profession, or a person who acts in the name or on behalf of an Entrepreneur. For the purposes of these terms and conditions, an entrepreneur means a person acting in accordance with the previous sentence within the scope of their business activity.
All rights to the Seller’s online store, in particular copyrights to the content, including the layout of the online store, photos, videos, graphics, trademarks, logo and other content and elements, belong to the Seller. It is prohibited to copy, modify or otherwise use the online store or any part thereof without the Seller’s consent.
The Seller is not liable for errors arising due to interference by third parties with the online store or due to its use contrary to its purpose. The Buyer must not use procedures when using the online store that could adversely affect its operation and must not carry out any activity that could enable them or third parties to unauthorisedly interfere with or use the software or other components of the online store, or to use the online store or its parts or software in a manner contrary to its purpose or intended use.
The Seller is entitled to unilaterally amend these GTC; however, for the Buyer, the wording of the terms and conditions effective at the time the order is submitted shall always apply.
These GTC are effective from 20/02/2026.