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Terms and Conditions

Effective Date: 01.01.2025

These Terms and Conditions govern the sale of goods through the online store operated under the trade name HiLoCookie by:

Eliška Vyskočilová, OSVČ
Address: Lhenice 45, Teplice 415 01, Czech Republic
Identification Number (IČ):
Registered:
Contact: Email: support@hilocookie.com

By using our website hilocookie.com or purchasing our products, you agree to these terms.


1. General Provisions

1.1 These Terms and Conditions (hereinafter referred to as “Terms”) govern the mutual rights and obligations between Eliška Vyskočilová, OSVČ (hereinafter referred to as “Seller”), and any natural person (hereinafter referred to as “Buyer”) arising from the purchase agreement concluded via the Seller’s online store (hereinafter referred to as “Purchase Agreement”).

1.2 These Terms do not apply to situations where the Buyer is a legal entity or a person acting in the course of their business activity or profession when ordering goods.

1.3 Provisions deviating from these Terms may be agreed upon in the Purchase Agreement. Deviating provisions in the Purchase Agreement take precedence over these Terms.

1.4 These Terms are an integral part of the Purchase Agreement. The Purchase Agreement and the Terms are drafted in English.

1.5 The Seller may amend or supplement the Terms. Such changes do not affect rights and obligations established during the validity of the previous version of the Terms.


2. User Account

2.1 The Buyer may create a user account on the website to manage orders and access additional features (hereinafter “User Account”). The Buyer may also place orders without registration.

2.2 During registration or ordering, the Buyer must provide accurate and truthful information and update it if changes occur.

2.3 The User Account is protected by a username and password. The Buyer is responsible for keeping this information confidential.

2.4 The Buyer may not allow third parties to use their User Account.

2.5 The Seller reserves the right to cancel the User Account if it is inactive for over three years or if the Buyer violates these Terms or the Purchase Agreement.

2.6 The Seller does not guarantee uninterrupted availability of the User Account, particularly during necessary maintenance.


3. Conclusion of Purchase Agreement

3.1 Product listings on the website are informational and do not constitute a binding offer. The Seller is not obligated to conclude a Purchase Agreement for these products.

3.2 The online store includes product descriptions, prices (including VAT and related fees), and shipping costs. The prices remain valid as long as they are displayed on the website.

3.3 The Buyer places an order by completing an order form on the website, which includes:

  • Selected goods,
  • Payment method, and
  • Delivery details.

3.4 Before confirming the order, the Buyer can review and modify the entered details. The order is submitted by clicking “Complete Order.” The Seller considers the information in the order to be accurate.

3.5 The Seller confirms receipt of the order via email. A binding Purchase Agreement is formed upon this confirmation.

3.6 The Seller reserves the right to request additional confirmation for large orders or unusual circumstances.


4. Prices and Payment Terms

4.1 The Buyer can pay for goods in the following ways:

  • Payment via GoPay, or
  • Credit card payment.

4.2 The total price includes applicable shipping fees.

4.3 The Seller is not a VAT payer.

4.4 Payment is due before the shipment of goods.


5. Withdrawal from the Purchase Agreement

5.1 The Buyer has the right to withdraw from the Purchase Agreement within 14 days from receiving the goods without providing a reason, except for:

  • Custom-made or personalized items,
  • Digital products downloaded by the Buyer,
  • Items in sealed packaging unsuitable for return due to hygiene reasons, once unsealed.

5.2 To exercise the right of withdrawal, the Buyer must notify the Seller in writing (email: support@hilocookie.com) and return the goods in their original condition within 14 days. Or fill out a refund form here.

5.3 Refunds will be processed within 14 days of receiving the returned goods or proof of shipment, whichever occurs first.


6. Delivery and Shipping

6.1 Shipping costs are specified during checkout.

6.2 The Buyer is responsible for inspecting goods upon delivery and reporting any damages to the carrier.

6.3 If the Buyer fails to take delivery of the goods, the Seller may charge additional shipping fees.


7. Liability for Defects

7.1 The Seller is liable for defects under Czech law, particularly Sections 1914-1925, 2099-2117, and 2161-2174b of the Civil Code.

7.2 The Buyer may claim defects within two years of delivery.

7.3 If a defect occurs, the Buyer may request:

  • Repair or replacement,
  • A reasonable discount, or
  • Cancellation of the Purchase Agreement (if the defect significantly breaches the Agreement).

7.4 The Seller must resolve complaints within 30 days of submission unless agreed otherwise.


8. Dispute Resolution

8.1 The Buyer may contact the Czech Trade Inspection Authority (CTIA) for out-of-court dispute resolution. For details, visit https://adr.coi.cz/cs.

8.2 Disputes may also be resolved via the EU Online Dispute Resolution platform at http://ec.europa.eu/consumers/odr.


9. Personal Data Protection

The processing of personal data is governed by our Privacy Policy, in accordance with GDPR and Czech data protection laws.


10. Final Provisions

10.1 The Purchase Agreement and these Terms are governed by Czech law.

10.2 If any provision of these Terms is deemed invalid or unenforceable, it will not affect the validity of the remaining provisions.

10.3 The Seller archives the Purchase Agreement electronically and does not provide access to it.

10.4 Contact the Seller at:

  • Email: support@hilocookie.com
  • Address: Lhenice 45, Teplice 415 01, Czech Republic

This document ensures compliance with Czech laws, including consumer protection and civil law.

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