Terms and conditions

GENERAL TERMS AND CONDITIONS

1. Introductory provisions

a) These terms and conditions govern the mutual rights and obligations between Zoi Bag, Company ID: 23715545, with registered office: Nové sady 988/2, Brno - Staré Brno 60200, e-mail: info@zoibag.com, (hereinafter referred to as the "Seller") and the customer (hereinafter referred to as the "Buyer"), arising in connection with the purchase of goods through the Seller's online store.

b) All contractual relationships are governed by the legal order of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.

2. Conclusion of the purchase contract

a) An order placed through the online store is a proposal to conclude a purchase contract. The contract is formed upon delivery of the order confirmation to the buyer by the seller.

b) The Buyer is obliged to check all information provided in the order and, if any discrepancies are found, contact the Seller without undue delay.

c) The Seller reserves the right to cancel the order or part of it in the event of an error in the price of the goods, a technical problem or unavailability of the goods. The Buyer will be informed of this fact immediately.

d) Warning about the properties of handmade goods
The products offered in the Zoi Bag online store are made of natural leather, which may have slight variations in shade, texture or pattern of the material. These natural differences are not a defect and do not constitute a reason for a complaint . The products include handwritten inscriptions in a special paint on the leather. This is an author's processing that may show minor visual variations - for example, in the layout, thickness, stroke or shade of the font and color. These imperfections are a natural manifestation of handwork and create the character and uniqueness of each piece. Complaints due to minor aesthetic variations in the inscription are not possible. By purchasing the goods, the buyer expressly accepts these characteristics as part of the nature of the product.

3. Price of goods and payment terms

a) The prices listed in the online store are final, including VAT. The seller is not a VAT payer.

b) The Buyer may pay the price of the goods in the following ways:

- online payment gateway available through the Shopify platform

c) Cash on delivery is not supported.

4. Transport and delivery of goods

a) Goods are delivered exclusively via Zásilkovna to the address, i.e. "home", pick-up points are not supported. SHIPPING to the Czech Republic is FREE . To the countries - Slovakia, Hungary, Poland, Germany, Austria, Italy, France, Spain, Portugal, Slovenia, Croatia, Denmark, Latvia, Lithuania, Estonia, Belgium, Netherlands and Luxembourg, the "Home delivery - Zásilkovna" shipping is paid by the client, i.e. the buyer. The price is displayed at the checkout according to weight and size before payment.

b) The usual delivery time for delivery within the Czech Republic is 2-5 working days from receipt of payment. The Seller reserves the right to adjust this time, of which the Buyer will be informed in advance.

c) When delivering to European Union countries (point a), it is not possible to guarantee a specific delivery time. Once the shipment has been handed over to the carrier, the seller no longer has any influence on the delivery time.

d) In the case of a pre-order, the buyer will be informed of the expected delivery time individually. The pre-order is binding.

5. Withdrawal from the contract

Information about the consumer's right to withdraw from the purchase contract is provided in a separate document available here:

Withdrawal from the contract - return policy for goods and money

1. Withdrawal from the contract:

a) The consumer has the right to withdraw from the purchase contract without giving a reason within 14 days of receipt of the goods (according to Act No. 89/2012 Coll., Civil Code, specifically Section 1829, paragraph 1.)

b) The 14-day period for return without giving a reason cannot be applied to personalized goods purchased via the e-shop. According to Section 1837 of the Civil Code, this right does not apply to goods modified according to the consumer's wishes.

c) Reasons why personalized goods cannot be returned: Customization: Personalized goods are manufactured or modified to the customer's specifications, which means they are not standard and may not be suitable for another customer.

d) Withdrawal from the contract must be sent in writing (by e-mail or letter) or by filling out the form on our website.

2. Return of goods:

a) The goods must be returned to the seller in their original condition, unused and must be resalable in their original, undamaged packaging.

b) Send the goods exclusively via Zásilkovna.

c) Do not send goods on delivery, such goods will not be accepted.

3. Refund:

a) The money will be refunded within 14 days of receiving the returned goods.

b) The refund will be made using the same payment method used for purchase.

c) To return the goods within 14 days, please contact us at info@zoibag.com and we will send you a return code from the Shipping Company. Simply drop off the package at any Shipping Company pick-up point without having to print a label and report the code. The return shipping costs will be deducted from the amount of the returned goods.

d) The buyer is obliged to pack the goods properly and sufficiently. If the returned goods are damaged upon delivery, the seller is not obliged to accept such goods and return the money to the buyer. The buyer shall settle the complaint regarding damaged goods during transport with the carrier.

e) In the event of withdrawal from the contract, the customer will be refunded the amount paid including the cheapest delivery method offered (except for the Czech Republic with free shipping). However, the costs of returning the goods to the seller are borne by the buyer!

f) In the event of failure to meet any of the above conditions, the seller will not accept withdrawal from the purchase contract and the goods will be returned at the buyer's expense.

g) Documentation:
It is advisable to enclose a copy of the invoice or other proof of purchase with the returned goods.

6. Complaints and liability for defects

a) The Buyer has the right to claim defective goods in accordance with applicable law, in particular pursuant to Section 2161 et seq. of Act No. 89/2012 Coll., Civil Code.

b) The warranty period is 24 months from the date of receipt of the goods, unless otherwise stated for a specific product. The buyer has the right to free removal of the defect, or a reasonable discount on the purchase price, or replacement of the goods, if possible.

c) The complaint can be submitted electronically by e-mail to info@zoibag.com. The Seller will decide on the method of handling the complaint without undue delay, no later than 30 days from its submission.

d) The complaint does not apply in particular to defects arising from:

- normal wear and tear (e.g. abrasion of corners or handles)

- mechanical damage (e.g. tearing, puncture, overloading of the handbag)

- exposure to extreme conditions (e.g. excessive sun, humidity, frost)

- chemical damage (e.g. exposure to perfumes, alcohol, disinfectants, cosmetics, cleaning products)

- improper storage (e.g. humid or dusty environment)

- improper maintenance or rough handling

- incorrect use of the product in violation of the instructions below

e) Special notice for handbags with handwritten inscriptions in paint:
Each piece is an original with a hand-lettered inscription made with high-quality paint intended for leather. Despite thorough fixation, the paint may be sensitive to mechanical abrasion or aggressive environments.

To avoid damaging the design, we recommend:

Do not expose the bag to heavy rain, humidity or direct contact with water. If the leather gets wet, let it air dry away from direct heat.

Do not wipe the surface of the sign with aggressive substances or rough textiles. For cleaning, use a soft, dry or slightly damp cloth without chemicals.

Do not wear the handbag in conditions where there is a risk of mechanical friction (e.g. against clothing with a rough texture, backpacks, straps).

Store the handbag in a dry place, out of direct sunlight, ideally in a protective bag.

Do not overload the handbag beyond its carrying capacity. Excessive load can damage the handles, seams and shape.

If the complaint is recognized as unjustified (e.g. the defect was caused by improper use), the customer will be informed of the reasons in writing and the goods will be returned to them at their expense.

7. Protection of personal data

The principles of personal data processing and the use of cookies are regulated in a separate document available here.

8. Out-of-court dispute resolution

a) The buyer has the right to out-of-court settlement of a consumer dispute. The competent body for out-of-court settlement is the Czech Trade Inspection Authority. The consumer may submit a proposal for out-of-court settlement of a dispute to the Czech Trade Inspection Authority - ADR , Štěpánská 15, 120 00 Prague

b) Consumer disputes are governed by the law of the Czech Republic and will be resolved by the locally competent court in the Czech Republic.

c) The consumer may also use the online dispute resolution platform available at: https://ec.europa.eu/…dr/ .

d) In the event of an international dispute, the law of the Czech Republic shall apply. All disputes shall be settled by the locally competent court in the Czech Republic.

9. Final provisions

a) These terms and conditions are valid and effective from 8.10.2025

b) The Seller reserves the right to unilaterally change the terms and conditions. The new wording enters into force on the date of its publication on the store's website.

c) If any provision of these terms and conditions becomes invalid or unenforceable, this shall not affect the validity of the other provisions.

d) These terms and conditions have been drawn up in accordance with the legal regulations of the Czech Republic and the law of the European Union, in particular with Regulations (EU) 2019/770 and 2019/771 of the European Parliament and of the Council.

e) The purchase contract is concluded in the Czech language. In the event of a translation of these terms and conditions into another language, the Czech version shall prevail.