GENERAL TERMS AND CONDITIONS AND PERSONAL DATA PROCESSING POLICY

GENERAL TERMS AND CONDITIONS

These general terms and conditions ("Terms") of SVITSOL s.r.o., with registered office at Šachetní 135, Královské Poříčí, 356 01, Company ID 10832505, registered in the Commercial Register at the Regional Court in Plzeň, file no. C 40630, email info@svitsol.cz, tel. 723 913 541 ("Seller", "We") govern pursuant to Section 1751(1) of Act No. 89/2012 Coll., the Civil Code ("Civil Code"), the rights and obligations arising in connection with the purchase agreement ("Agreement") concluded through the e-shop at www.svitsol.cz.

All information about personal data processing is set out in the Personal Data Processing Policy below.

We are an e-shop; the Agreement is concluded remotely via the web interface of the e-shop ("e-shop web interface"). If any individually agreed provision differs from these Terms, the individual agreement shall prevail.

1. DEFINITIONS

• Price: the amount for the Goods.
• Shipping Price: the amount for delivery of the Goods (including packaging).
• Payment Fees: any costs associated with the chosen payment method (cash on delivery, bank transfer). No surcharge is applied for card payments.
• Total Price: the sum of the Price, Shipping Price and any Payment Fees.
• Order: a binding proposal to conclude the Agreement.
• User Account: the customer's account in the e-shop.
• Goods: products offered in the e-shop.
• Consumer: a natural person who, when concluding and performing the Agreement, does not act within the scope of their business activity or independent profession.
• Business Entity: a person who, when concluding and performing the Agreement, acts within the scope of their business activity or independent profession.

2. GENERAL PROVISIONS

• Purchases are made exclusively through the e-shop web interface.
• We consider the information in the Order to be correct; please fill it in truthfully.
• We match reviews/ratings with the order ID to verify their authenticity.
• The provisions of these Terms are an integral part of the Agreement. The Agreement and Terms are drawn up in the Czech language.
• We may unilaterally amend or supplement these Terms. This provision does not affect rights and obligations arising during the effectiveness of the previous version of the Terms.

3. CONCLUSION OF THE AGREEMENT

• We conclude the Agreement in the Czech language. After submitting the Order, you will receive an email confirmation including these Terms (always in the version effective on the date of the order). The Agreement is concluded upon confirmation of the Order.
• In the Order, you specify:
  1. the selected Goods;
  2. the Price, shipping, payment method;
  3. identification and delivery details.
• If a clearly erroneous price is stated, we are not obliged to deliver the Goods; we will offer a correction and the Agreement will only be concluded upon acceptance of the amended offer. A clearly erroneous Price is considered in particular when the Price does not correspond to the usual price at other sellers, or when a digit is missing or extra.
• If you have a User Account, please check the pre-filled information.
• By submitting the Order, you agree to the use of means of distance communication. The costs of using means of distance communication are borne by you, but they do not differ from the basic rate.
• Before completing the Order by pressing the "Order with obligation to pay" button, you have the option to review and modify the information. You must also confirm your acknowledgement of and agreement with these Terms by checking the relevant box.

4. USER ACCOUNT

• Based on your registration in the E-shop, you can access your User Account.
• Registration is voluntary; keep your information up to date. When registering, you are obliged to provide all information correctly and truthfully and to update it in case of changes.
• Protect your login credentials; the account is not transferable to third parties. Access to the User Account is secured by a username and password. You are obliged to maintain confidentiality regarding these login credentials and not to provide them to anyone.
• We may delete the account after more than 1 year of inactivity or in case of breach of obligations. The User Account is personal, and you are therefore not authorised to allow third parties to use it.
• Account availability may be limited by maintenance of hardware and software equipment.

5. PRICES, PAYMENTS AND RETENTION OF TITLE

• In the e-shop, in the Order and in the Agreement, we state final prices (we are not VAT payers). The Price always includes all fees required by law.
• The Total Price is stated in the Order proposal and in the Agreement. In case of discrepancy, the Price stated in the Order proposal shall prevail.

Payment methods:

1. Bank transfer – due within 2 days of placing the order; no processing fee. Payment details will be sent to you as part of the Order confirmation.
2. Online card payment via payment gateway – due within 1 day of placing the order; no surcharge. Payment is processed in accordance with the payment gateway provider's terms.
3. PayPal – due within 1 day of placing the order; no surcharge. Payment is processed under PayPal terms.
4. Cash on delivery – payment upon receipt; surcharge CZK 30.
5. Cash on personal pick-up – no surcharge. Cash payment is available when collecting Goods at our premises.

Payment of the Total Price will be required after the Agreement is concluded and before the Goods are handed over. In the case of bank transfer, the Total Price is paid upon crediting to our account; in other cases, it is paid at the moment the payment is made.

Ownership passes to the buyer only upon full payment of the Total Price and receipt of the Goods.

You will receive the invoice electronically by email; a copy may be enclosed with the shipment and available in your account. The invoice will be issued in electronic form after the Total Price has been paid.

6. DELIVERY OF GOODS AND TRANSFER OF RISK

• We deliver within the Czech Republic no later than 30 days (usually faster – see below). Delivery time depends on the availability of the Goods and the chosen delivery and payment method. The estimated delivery time will be communicated in the Order confirmation.
• Upon receipt from the carrier, check the integrity of the packaging; do not accept a visibly damaged shipment and inform us. If there is a defect in the packaging indicating unauthorised handling, you are not obliged to accept the Goods from the carrier.
• If delivery fails for reasons on your part, we may charge the costs of re-delivery; for uncollected goods, we may charge storage of CZK 10/day.
• If you breach your obligation to accept the Goods (except in cases under Art. 8), this does not constitute a breach of our obligation to deliver the Goods. We have the right to withdraw from the Agreement due to your material breach, or to store the Goods. Withdrawal from the Agreement does not affect the right to payment of the Shipping Price or the right to compensation for damages.
• The risk of damage to the Goods passes to you at the moment you take possession of them. If you do not take possession of the Goods (except in cases under Art. 8), the risk of damage to the Goods passes to you at the moment when you had the opportunity to take possession.

Shipping and shipping prices

Shipping prices are final (packaging included). Any promotional offers / free shipping are displayed directly in the cart before placing the order.

In the case of personal pick-up at our premises, we will always inform you about the possibility of collecting the Goods by email or SMS.

7. RIGHTS FROM DEFECTIVE PERFORMANCE (COMPLAINTS)

7.1 Warranty

We guarantee that at the time of transfer of the risk of damage to the Goods, the Goods are free from defects, in particular that the Goods:

1. correspond to the agreed description, type and quantity, as well as quality, functionality, compatibility, interoperability and other agreed characteristics;
2. are suitable for the purpose for which you require them and with which we agree;
3. are delivered with the agreed accessories and instructions for use, including assembly or installation instructions;
4. are suitable for the purpose for which goods of this type are normally used;
5. correspond in quantity, quality and other characteristics, including durability, functionality, compatibility and safety, to the usual characteristics of goods of the same type;
6. are delivered with accessories, including packaging, assembly instructions and other instructions for use that you can reasonably expect;
7. correspond in quality or workmanship to the sample or model that was provided to you before the conclusion of the agreement.

7.2 Filing a Complaint

Rights and obligations regarding rights from defective performance are governed by the relevant generally binding legal regulations (in particular Sections 2099 to 2117 and Sections 2161 to 2174b of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended).

If the Goods have a defect, you may notify us of such defect and exercise your rights from defective performance (i.e. file a complaint) by sending an email or letter to our addresses stated in our identification details, or in person at Šachetní 135, Královské Poříčí, 356 01.

For filing a complaint, you may use the form provided in Appendix No. 1 of these Terms.

When exercising the right from defective performance, you must choose how you want the defect to be resolved, and you cannot subsequently change this choice without our consent.

7.3 Consumer Rights in Case of Defective Performance

If the Goods have a defect, you have the following rights:

1. to have the defect remedied by delivery of new Goods without the defect, or by delivery of the missing part of the Goods; or
2. to have the defect remedied by repair of the Goods,

unless the chosen method of defect removal would be impossible or disproportionately costly compared to the other method.

We are entitled to refuse to remove the defect if it is impossible or disproportionately costly, particularly with regard to the significance of the defect and the value that the Goods would have without the defect.

Furthermore, you have the right to:

1. a reasonable discount from the Price; or
2. withdrawal from the Agreement,

if:

1. we refuse to remove the defect or fail to remove it in accordance with legal regulations;
2. the defect manifests itself repeatedly;
3. the defect constitutes a material breach of the Agreement; or
4. it is clear from our statement or from the circumstances that the defect will not be remedied within a reasonable time or without significant difficulties for you.

The right to withdraw from the Agreement does not apply if the defect of the Goods is insignificant.

7.4 Limitation of Rights

• If you caused the defect yourself, you are not entitled to rights from defective performance.
• Wear and tear of the Goods caused by normal use, or in the case of used Goods, wear corresponding to the degree of previous use, is not considered a defect.

7.5 Complaint Resolution

When filing a complaint, we will issue a written confirmation stating:

1. the date when you filed the complaint;
2. the content of the complaint;
3. the method of complaint resolution you require;
4. your contact details for the purpose of providing information about the complaint resolution.

Unless we agree on a longer period, we will remove the defects and provide you with information about the complaint resolution at the provided contact details within 30 days of receiving the complaint. If this period expires without result, you may withdraw from the Agreement or request a reasonable discount.

We will inform you about the complaint resolution by email and issue a confirmation of the date and method of complaint resolution.

If the complaint is justified, you are entitled to reimbursement of purposefully incurred costs. You are obliged to prove these costs, e.g. with receipts or confirmations of shipping costs.

If the defect was remedied by delivery of new Goods, you are obliged to return the original Goods to us; however, we bear the costs of this return.

7.6 Warranty Period for Consumers

If you are a consumer, you have the right to exercise rights from defective performance for a defect that occurs in consumer Goods within 24 months from receipt of the Goods.

7.7 Obligations of Business Entities

If you are a business entity, you are obliged to notify and point out the defect without undue delay after you could have discovered it, but no later than three days from receipt of the Goods.

8. WITHDRAWAL FROM THE AGREEMENT (CONSUMER)

8.1 Right of Withdrawal

If you are a consumer, i.e. a person purchasing Goods outside the scope of their business activity, you have, in accordance with Section 1829 of the Civil Code, the right to withdraw from the Agreement without giving a reason within 14 days:

• from the date of conclusion of the Agreement (for service agreements or digital content); or
• from the date of receipt of the Goods (for purchase agreements).

If we have concluded an Agreement the subject of which is several items of Goods or the delivery of several parts of Goods, this period begins on the day of delivery of the last item or part of the Goods.

If we have concluded an Agreement under which we will deliver Goods to you regularly and repeatedly, the period begins on the day of delivery of the first delivery.

8.2 Method of Withdrawal

You may withdraw from the Agreement by any provable means (in particular by sending an email or letter to our addresses stated in our identification details).

For withdrawal, you may use the form provided in Appendix No. 2 of these Terms.

The withdrawal period is considered to be observed if you send us the notice of withdrawal during the period.

8.3 Exceptions to the Right of Withdrawal

Even as a consumer, you cannot withdraw from the Agreement in the cases specified in Section 1837 of the Civil Code, in particular:

• for the provision of services, if they were fulfilled with your prior express consent before the expiry of the withdrawal period and we informed you before the conclusion of the agreement that you do not have the right of withdrawal;
• for the delivery of goods or services whose price depends on fluctuations in the financial market;
• for the delivery of goods that were customised according to the buyer's wishes or for their person;
• for the delivery of goods that are subject to rapid deterioration, as well as goods that were irreversibly mixed with other goods after delivery;
• for repair or maintenance carried out at a location designated by the buyer at their request;
• for the delivery of goods in a sealed package that the buyer removed from the package and that cannot be returned for hygienic reasons;
• for the delivery of audio or video recordings or computer programmes if you have breached their original packaging;
• for the delivery of newspapers, periodicals or magazines;
• for accommodation, transport, catering or leisure activities if they were to be provided at a specified time;
• concluded on the basis of a public auction;
• for the delivery of digital content if it was not delivered on a tangible medium and was delivered with your prior express consent before the expiry of the withdrawal period.

8.4 Obligations Upon Withdrawal

In case of withdrawal from the Agreement, you are obliged to send the Goods back to us within 14 days of withdrawal and you bear the costs of returning the goods to us.

You are entitled to have us refund the Shipping Price, but only in the amount corresponding to the cheapest delivery method offered that we offered for the delivery of the Goods.

In case of withdrawal due to our breach of the concluded Agreement, we also bear the costs of returning the goods to us, but again only up to the Shipping Price corresponding to the cheapest delivery method offered.

8.5 Refund

In case of withdrawal from the Agreement, the Price will be refunded to you within 14 days of the effective date of withdrawal to the account from which it was credited, or to the account specified in the withdrawal notice.

However, the amount will not be refunded before we receive the Goods or you prove that you have sent them back to us.

Please return the Goods to us clean, if possible including the original packaging and complete documentation.

8.6 Liability for Diminished Value of Goods

In case of withdrawal from the Agreement, you are liable for any diminished value of the Goods that resulted from handling the goods in a manner other than necessary to become acquainted with the nature, characteristics and functionality of the Goods.

If we have not yet refunded the Price, we are entitled to offset the claim for costs against your claim for a refund of the Price.

9. WITHDRAWAL FROM THE AGREEMENT BY THE SELLER

We are entitled to withdraw from the Agreement at any time before delivering the Goods to you, if there are objective reasons why it is not possible to deliver the Goods (in particular reasons on the part of third parties or reasons related to the nature of the Goods), even before the expiry of the period specified in Art. 6 of the Terms.

We may also withdraw from the Agreement if it is evident that you have intentionally provided incorrect information in the Order.

If you purchase goods within the scope of your business activity, i.e. as a business entity, we are entitled to withdraw from the Agreement at any time, even without giving a reason.

10. 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 the electronic address info@svitsol.cz. Information about the resolution of the complaint will be sent to the buyer's email address.
• The Czech Trade Inspection Authority with registered office at Gorazdova 1969/24, 120 00 Prague 2, Company ID: 000 20 869, website: www.coi.cz, is competent for out-of-court resolution of consumer disputes arising from the Agreement.
• The online dispute resolution platform at https://ec.europa.eu/consumers/odr may be used for resolving disputes between the seller and the buyer who is a consumer, arising from a purchase agreement concluded electronically.
• The European Consumer Centre Czech Republic, with registered office at Štěpánská 796/44, 110 00 Prague 1, website: http://www.evropskyspotrebitel.cz, is a contact point pursuant to Regulation (EU) No. 524/2013 of the European Parliament and of the Council.

11. SUPERVISION

Supervision of compliance with obligations under the Civil Code and other laws in the area of consumer protection is exercised by:

Czech Trade Inspection Authority
Central Inspectorate – Department for Supervision of Electronic Commerce
Štěpánská 567/15, 120 00 Prague 2
Email: posta@coi.cz
Web: www.coi.cz

12. FINAL PROVISIONS

• If our legal relationship contains an international element (i.e. for example, we will be shipping goods outside the territory of the Czech Republic), the relationship shall always be governed by the law of the Czech Republic. However, if you are a consumer, this agreement does not affect your rights arising from legal regulations.
• We will deliver all written correspondence to you by electronic mail. Our email address is stated in our identification details. We will deliver correspondence to your email address stated in the Agreement, in the User Account or through which you contacted us.
• The Agreement may only be amended on the basis of our written agreement. However, we are entitled to amend and supplement these Terms; such amendment shall not, however, affect Agreements already concluded, but only Agreements that will be concluded after the effectiveness of such amendment.
• In the event of force majeure or unforeseeable events (natural disaster, pandemic, operational disruptions, supplier failures, etc.), we shall not be liable for damage caused as a result of or in connection with force majeure, and if the state of force majeure lasts for more than 10 days, both we and you have the right to withdraw from the Agreement.
• The Agreement, including the Terms, is archived in electronic form by us but is not accessible to you. However, you will always receive these Terms and Order confirmation with an Order summary by email, and will therefore always have access to the Agreement without our cooperation. We recommend always saving the Order confirmation and the Terms.
• The appendices to the Terms are the sample complaint form (Appendix No. 1) and the sample withdrawal form (Appendix No. 2).
• These Terms become effective on 2 October 2025 and replace the previous version of 21 November 2023.

PERSONAL DATA PROCESSING POLICY (GDPR)

Effective from: 2 October 2025

Personal data processing is governed in particular by Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data ("GDPR") and Act No. 110/2019 Coll., on the Processing of Personal Data.

1. PROCESSING OF PERSONAL DATA

1.1 Contact Form / Inquiry

What data we process: name, email, phone, message text.

Purpose of processing: negotiation of a contract, answering an inquiry, contacting the customer.

Legal basis: Art. 6(1)(b) GDPR – negotiation of a contract, or implementation of measures prior to the conclusion of a contract at your request.

Processing period: no longer than 30 days from the last communication (if the contract is not concluded).

1.2 Purchase in the E-shop

What data we process: identification and contact data (name, surname, address, email, phone), billing data, delivery address, order and payment data, IP address.

Purpose of processing:

• processing the order and delivering the goods;
• issuing the invoice;
• communication regarding the order status;
• processing complaints;
• fulfilling legal obligations (accounting, tax regulations).

Legal bases:

• Art. 6(1)(b) GDPR – performance of a contract;
• Art. 6(1)(c) GDPR – fulfillment of a legal obligation (accounting and tax regulations).

Processing period:

• for the duration of the contractual relationship;
• subsequently 5 years for accounting documents (in accordance with the Accounting Act);
• in the event that we become VAT payers, we retain relevant tax documents for 10 years (in accordance with the VAT Act);
• complaint documents are retained for 3 years from resolution for the purpose of proving rights and obligations.

1.3 Newsletter (Commercial Communications)

If you are our customer and have not refused the sending, we send you news, product information and special offers to your email.

Legal basis: Section 7(3) of Act No. 480/2004 Coll., on Certain Information Society Services – legitimate interest for sending commercial communications to existing customers, if they did not refuse such sending at the time of purchase.

Processing period: up to 1 year from the last purchase or until unsubscription. You can unsubscribe at any time via the link in the email or by contacting info@svitsol.cz.

1.4 User Account

What data we process: registration data (name, surname, email, phone, address), login data, order history.

Purpose of processing: operation of the user account, facilitation of repeat purchases, order management.

Legal basis: Art. 6(1)(b) GDPR – performance of the contract for maintaining the user account.

Processing period: for the duration of the account; after account deletion, no longer than 30 days (with the exception of data that we must retain due to legal obligations).

2. RECIPIENTS OF PERSONAL DATA (PROCESSORS)

Your personal data may be disclosed to the following categories of recipients:

• Carriers: Česká pošta, GLS, Zásilkovna – for the purpose of order delivery;
• Payment gateway provider – for the purpose of payment processing (the name of the provider is stated in the cart before payment);
• IT services and e-shop administration provider – only to the extent strictly necessary and based on a personal data processing agreement;
• Accountant and tax advisor – for the purpose of accounting and tax records processing;
• Public authorities – in cases stipulated by law (e.g. tax authority, court, police).

We process personal data only within the territory of the European Union and the European Economic Area (EU/EEA). We do not transfer personal data to third countries outside the EU/EEA.

3. SECURITY OF PERSONAL DATA

We have adopted appropriate technical and organisational measures to ensure the security of personal data, in particular:

• encryption of communication (SSL certificate);
• regular data backups;
• restriction of access to personal data to authorised persons only;
• use of secure passwords and authentication;
• regular updates of security measures.

4. YOUR DATA SUBJECT RIGHTS

In connection with the processing of your personal data, you have the following rights:

• Right of access to personal data (Art. 15 GDPR) – you have the right to obtain confirmation from us as to whether personal data concerning you are being processed, and if so, you have the right to access such personal data;
• Right to rectification (Art. 16 GDPR) – you have the right to have us correct inaccurate personal data concerning you without undue delay;
• Right to erasure (Art. 17 GDPR) – under certain conditions, you have the right to have us erase personal data concerning you without undue delay;
• Right to restriction of processing (Art. 18 GDPR) – under certain conditions, you have the right to have us restrict the processing of your personal data;
• Right to data portability (Art. 20 GDPR) – under certain conditions, you have the right to obtain personal data concerning you that you have provided to us in a structured, commonly used and machine-readable format;
• Right to object (Art. 21 GDPR) – you have the right to object at any time to the processing of personal data based on legitimate interest (newsletter for existing customers);
• Right to lodge a complaint with the supervisory authority – you have the right to lodge a complaint with the Office for Personal Data Protection (www.uoou.cz) if you believe that the processing of your personal data violates the GDPR;
• Right to withdraw consent – if we process your personal data based on consent, you have the right to withdraw this consent at any time.

Contact for exercising rights: info@svitsol.cz, tel.: +420 723 913 541

We will respond to your request without undue delay, but no later than 1 month from receipt of the request. We may extend this period by an additional 2 months in justified cases, of which we will inform you.

5. DATA PROTECTION OFFICER

Given the scope and nature of personal data processing, we have not appointed a data protection officer. In all matters relating to personal data protection, you may contact the controller directly at the contacts stated above.

6. AUTOMATED DECISION-MAKING AND PROFILING

In our company, there is no decision-making based on automated processing, including profiling, within the meaning of Art. 22 GDPR that would have legal effects or similarly significantly affect you.

7. USE OF COOKIES

7.1 What are Cookies

Cookies are text files containing small amounts of information that are downloaded to your device when you visit our website. Cookies are then sent back to the originating website on each subsequent visit, or to another website that recognises them.

Cookies perform various functions, such as enabling efficient navigation between web pages, remembering your preferences and generally improving the user experience.

7.2 What Cookies We Use

We use the following categories of cookies on our website:

• Necessary cookies – are required for the basic operation of the website, for example enabling login to secure areas of the site, shopping cart functionality and other basic functionalities. This category of cookies cannot be disabled as it is essential for the operation of the website.
• Analytical/statistical cookies – allow us to recognise and count the number of visitors and monitor how visitors use our website. They help us improve the way our pages work. We only activate these cookies with your prior consent (opt-in).
• Marketing/advertising cookies – are used to track preferences and enable the display of advertising and other content that best matches your interests and online behaviour. We only activate these cookies with your prior consent (opt-in).

7.3 Cookie Consent

On your first visit to our website, an information bar (cookie banner) will appear where you can:

• consent to all cookies;
• reject optional cookies (analytical and marketing);
• customise cookie settings according to your preferences.

You can revoke or change your consent at any time in the cookie settings on our website via the "Cookie Settings" link in the footer.

7.4 Managing Cookies in Your Browser

You can also reject or manage cookies directly in your internet browser settings. More information about managing cookies in individual browsers can be found at the following links:

• Google Chrome – https://support.google.com/chrome/answer/95647
• Mozilla Firefox – https://support.mozilla.org/en-US/kb/block-websites-storing-cookies-site-data
• Safari – https://support.apple.com/cs-cz/guide/safari/sfri11471/mac
• Microsoft Edge – https://support.microsoft.com/cs-cz/microsoft-edge
• Opera – https://help.opera.com/en/latest/security-and-privacy/

Notice: If you disable or reject cookies, some website functions may not work properly (e.g. shopping cart, account login).

7.5 Third-Party Cookies

Please note that third parties (including, for example, providers of external services, analytical tools, payment gateways) may also use cookies and/or access data collected by cookies on the website. The processing of personal data by these third parties is governed by their own privacy policies.

7.6 Detailed Cookie List

A detailed list of specific cookies, their purpose, publisher and duration can be found:

• in the cookie settings on our website ("Cookie Settings" link in the footer);
• in the developer tools in your browser (usually accessible by pressing F12);
• in the documentation of the cookie management provider (CMP – Consent Management Platform) that we use.

8. FINAL PROVISIONS

• This Personal Data Processing Policy becomes effective on 2 October 2025 and replaces the previous version of 21 November 2023.
• We reserve the right to amend this Policy. We will inform you of any changes on our website or by email (if you have a registered account with us or are our customer).
• If you have any questions regarding the processing of personal data, please do not hesitate to contact us at info@svitsol.cz or tel. +420 723 913 541.