Terms and conditions

GENERAL TERMS AND CONDITIONS

1. Introductory Provisions

a) These Terms and Conditions govern the mutual rights and obligations between Lucie Jarušková, Zoibag, IČO: 23715545, with its registered office at Nové sady 988/2, Brno - Staré Brno 60200, Czech Republic, registered in the Trade Register of the Brno City Hall, Czech Republic, email: 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 at Zoibag.com.

b) All contractual relationships are governed by the laws of the Czech Republic, in particular law No. 89/2012 Sb., občanský zákoník, and law No. 634/1992 Sb., o ochraně spotřebitele, as amended. The choice of Czech law does not deprive buyers of the protection provided by the laws of their country of residence.

c) This online store is intended exclusively for sales to consumers. The Seller does not sell goods to businesses (purchases using a business ID number) through the online store. The Seller reserves the right to cancel such an order and not to enter into a sales contract. Any purchase for business purposes is possible only by individual agreement via email.

2. Conclusion of the Sales Contract

a) An order placed by the buyer through the online store constitutes a proposal to conclude a sales contract. The sales contract is formed upon delivery of the order confirmation (acceptance) to the buyer by the seller. An automatic system confirmation of order receipt does not constitute acceptance of the order.

b) The buyer is required to review all information provided in the order and, if any discrepancies are found, to contact the seller without undue delay.

c) The Seller reserves the right not to confirm an order (not to enter into a contract) in the event of an obvious error in the price of the goods, a technical problem, or the unavailability of the goods. If a contract has already been concluded in error at a clearly incorrect price, the seller is entitled to rescind it. The buyer will be informed of this fact immediately, and any funds paid will be refunded to the buyer.

d) Notice Regarding the Characteristics of Handcrafted Goods

The handbags offered in the Zoibag online store are made of Italian leather, which may exhibit slight variations in shade, texture, or grain. The products feature hand-painted lettering using a special leather paint. The buyer acknowledges that these are original creations that may exhibit minor visual variations—for example, in the layout, thickness, stroke, or shade of the lettering and color—which are a natural result of handcrafted work and the creative process.

3. Product Prices and Payment Terms

a) The prices listed in the online store are final. The seller is not a VAT payer. Product prices do not include shipping costs, which vary depending on the selected delivery method and destination country and are displayed on the order form before the order is completed.

b) The buyer may pay for the goods using the following methods:

• via the online payment gateway available through the Shopify platform (including Shop Pay, Apple Pay, and Google Pay)
• by bank transfer to the seller’s bank account:

Account number: 55055543/5500

Variable symbol: your order number

For international payments (within the EU):

IBAN: CZ50 5500 0000 0000 5505 5543

SWIFT: RZBCCZPP

c) In the case of payment by bank transfer, the purchase price is due within 3 business days of receiving the order confirmation. If payment is not credited to the seller’s account within this period, the order is automatically canceled (the seller withdraws from the contract) and the goods will be released for resale. The goods are shipped only after the full amount has been credited to the account.

d) Cash on delivery is not supported.

e) The E-shop offers gift cards for purchase, issued exclusively in electronic form, which are sent to the buyer’s email address after payment has been made. The gift card is valid for 1 year from the date of purchase; after this period expires, the right to redeem it expires without compensation, and its value cannot be exchanged for cash or refunded. A gift card can be redeemed to pay for a purchase in the online store by entering a unique code in the shopping cart; the card’s value must be used in its entirety in a single purchase, and any unused balance is non-refundable.

4. Shipping and Delivery of Goods

a) Goods are delivered to the buyer’s address within the Czech Republic and to all member states of the European Union; shipping to all these countries is free of charge. Goods are delivered exclusively to the shipping address provided by the buyer via a contracted carrier (delivery service provided by Zásilkovna/Packeta and their international partners). Delivery to pickup locations or self-service lockers is not supported. Shipping is free to all countries.

b) The standard delivery time for shipments within the Czech Republic is 2–5 business days; for shipments to other European Union countries, it is 3–10 business days from the time the payment is credited to the seller’s bank account or from the time the online payment is successfully processed. All delivery times listed are approximate. The buyer will be notified immediately of any unexpected delays in delivery.

c) The buyer is obligated to accept the goods from the carrier. If the buyer refuses to accept the shipment without cause, this shall be considered a breach of the purchase agreement. In such a case, the seller has the right to demand that the buyer reimburse the actual costs incurred for returning the goods. The risk of damage to the goods passes to the buyer only at the moment the buyer accepts the goods from the carrier.

d) Inspection of the shipment: The buyer is required to check that the packaging is intact upon receipt of the shipment. If the packaging shows obvious signs of damage, it is recommended that you refuse to accept the shipment from the carrier, or, if necessary, immediately file a damage report with the courier and contact the seller without delay. Subsequent claims regarding a damaged shipment without a written damage report filed with the carrier may significantly complicate or prevent a proper investigation of the damage.

e) In the case of a pre-order (goods that are not in stock at the time of ordering and are yet to be manufactured), the buyer will be informed of the estimated delivery time on an individual basis. A pre-order is binding. If the delivery time for a pre-order exceeds 30 days from the estimated date, the buyer has the right to withdraw from the contract.

5. Withdrawal from the Contract

Information regarding the consumer’s right to withdraw from the purchase contract is provided below and is also available in a separate document on the seller’s website.

Withdrawal from the Contract – Return and Refund Policy

1. Right to Withdraw from the Contract:

a) A buyer who is a consumer has the right to withdraw from the purchase contract without giving a reason within 14 days of receiving the goods (according to law No. 89/2012 Sb., občanský zákoník, specifically § 1829 odst. 1).

b) The 14-day right to return goods without giving a reason does not apply to personalized goods purchased through the online store. According to Section 1837 písm. d) občanského zákoníku, this right does not apply to goods modified according to the consumer’s wishes or for the consumer’s personal use (e.g., custom tailoring, custom engraving).

c) The Buyer acknowledges that personalized goods are manufactured or modified according to the customer’s specific requirements and therefore cannot be offered for resale.

d) To cancel the contract, please use the “Withdrawal from contract Form” on our website, or notify us by email at info@zoibag.com.

e) The Buyer has the right to withdraw from the contract for the purchase of an electronic gift card within 14 days of receiving it by e-mail, but only provided that the gift card has not been used for a purchase before the expiration of this period.

2. Returns:

a) The goods must be returned to the seller in their original condition and unused. The buyer acknowledges that if the goods are returned damaged, worn, or without their original packaging, the seller is entitled to unilaterally set off a claim for damages (due to a reduction in the value of the goods) against the buyer’s claim for a refund of the purchase price.

b) For returns, we recommend using a Zásilkovna return code (see 3.c).

c) Do not send goods cash on delivery; the seller will not accept such shipments.

3. Refunds:

a) Refunds will be issued within 14 days of the cancellation of the contract. However, the seller is not obligated to issue a refund until the buyer has physically handed over the goods to the seller or provided credible and verifiable proof (including a valid tracking number) that the goods have actually been shipped to the seller.

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

c) To return merchandise within 14 days, please contact us at info@zoibag.com or use the “Withdrawal from contract” button, and we will send you a Zásilkovna return code. If you use our return code, the cost of return shipping will be deducted from the refund for the returned merchandise.

d) The buyer is required to pack the goods properly and securely to prevent damage during shipping.

e) In the event of a valid withdrawal from the contract, the customer will be refunded the amount paid, including the cost of the least expensive shipping method offered for delivery to the customer (except in cases where shipping is free). If a free shipping promotion was applied to the order, the shipping costs to the customer will not be refunded. The buyer is always responsible for the costs associated with returning the goods to the seller.

f) It is recommended that you include a copy of the invoice with the returned merchandise to facilitate faster identification of the shipment.

6. Complaints and Liability for Defects

a) The buyer has the right to file a complaint regarding defective performance in accordance with applicable law, in particular according to § 2161 and the following law no. 89/2012 Sb., občanský zákoník. The seller is liable to the buyer for ensuring that the goods are free of defects upon delivery.

b) The buyer is entitled to exercise the right arising from a defect that occurs in the goods within 24 months of their acceptance. If a defect becomes apparent within 12 months of acceptance, the goods are presumed to have been defective at the time of acceptance, unless the nature of the goods or the defect precludes this.

c) The buyer’s rights upon discovery of a defect: The buyer is primarily entitled to have the defect remedied by repairing the goods or by receiving new, defect-free goods (unless the chosen method is impossible or unreasonably costly given the nature of the defect). Given that the goods sold under the Zoibag brand are original designer pieces, the buyer acknowledges that the delivery of new (identical) goods is, by its very nature, impossible. In the event of an irreparable defect, the buyer is entitled to a reasonable price reduction or to rescind the contract (for a refund). The buyer may not rescind the contract if the defect in the goods is insignificant.

d) Filing and Resolving a Complaint: A complaint may be filed electronically via email at info@zoibag.com; it is recommended to attach a copy of the invoice and a description of the defect. For buyers residing in the Czech Republic, the seller will decide on the method of resolving the complaint without undue delay, no later than 30 days after it is filed, unless a longer period is agreed upon with the buyer. For buyers from other EU countries, complaints will be resolved within a reasonable time, taking into account the nature of the goods and logistical constraints.

e) Liability for defects and claims does not apply to defects caused by:

- normal wear and tear of the material resulting from use (e.g., natural scuffing of leather corners or handles due to prolonged use)

- mechanical damage (e.g., leather torn by a sharp object, punctures, or overloading the handbag)

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

- chemical damage (e.g., direct contact with perfumes, alcohol, disinfectants, cosmetics, or harsh cleaning agents)

- improper storage (e.g., prolonged storage in a damp environment)

- improper maintenance or misuse of the product contrary to the seller’s instructions.

f) Care Instructions for Hand-Painted Products and Maintenance Recommendations:

Every handbag from the Zoibag online store is a unique, original design. The hand-painted motifs are created using high-quality paint designed for leather and sealed with a protective coating. Despite this thorough sealing, the paint may be sensitive to mechanical abrasion or harsh environments. The buyer is required to follow these care guidelines:

Cleaning: Never use rough fabrics, brushes, soap, or chemicals to clean the surface of the painting. A soft, dry, or only slightly damp microfiber cloth is sufficient.

Contact with liquids: If the leather gets heavily soaked, let it air dry at room temperature (never dry it on a radiator or with a hair dryer). Avoid direct contact between the painting and cosmetics or perfumes.

Storage: Store the handbag in a dry place, away from prolonged exposure to sunlight, in a protective fabric bag (dust bag).

Load Capacity: Do not overload the handbag beyond its capacity to prevent deformation of the leather, seams, or handles.

If a claim is deemed unjustified (the defect resulted from improper use or damage contrary to these instructions), the customer will be notified in writing of the reasons for the rejection, and the goods will be returned to the customer. Due to the unique nature of the painting, we cannot guarantee 100% conformity with the original visual appearance in the event of a repair, which the buyer acknowledges.

7. Privacy Policy

The policies regarding the processing of personal data and the use of cookies are set forth in a separate document available here.

8. Alternative Dispute Resolution

a) A buyer who is a consumer has the right to alternative dispute resolution for a consumer dispute arising from the sales contract. The competent authority for out-of-court dispute resolution is the Czech Trade Inspection Authority (Ústřední inspektorát - oddělení ADR), with its registered office at Štěpánská 567/15, 120 00 Praha 2. A request may be submitted in writing or via the online form on the Česká obchodní inspekce - ADR website.

b) Consumer disputes are governed by the laws of the Czech Republic. The general courts of the Czech Republic have jurisdiction to resolve such disputes; however, this does not affect the consumer’s rights under the relevant European Union legislation (in particular, the Brussels I bis Regulation).

9. Final Provisions

a) These Terms and Conditions are valid and effective as of September 15.9.2026.

b) The Seller reserves the right to unilaterally amend or supplement these Terms and Conditions. The new version takes effect on the date of its publication; however, the Terms and Conditions in effect at the time an order is placed shall apply to that order.

c) If any provision of these terms and conditions becomes invalid or unenforceable, the validity of the remaining provisions shall not be affected.

d) These Terms and Conditions have been drafted in accordance with the laws of the Czech Republic and European Union law, in particular Regulations (EU) 2019/770 and 2019/771 of the European Parliament and of the Council. The Seller, a natural person conducting business under the trade name Zoibag, IČO 23715545, with its registered office at Nové Sady 988/2, Brno, 602 00, Czech Republic, as the personal data controller, processes buyers’ personal data in accordance with applicable laws, in particular Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR).

 

The Seller may use third-party marketing and analytics tools to promote its products and services, in particular those provided by Meta Platforms Ireland Ltd. (Facebook and Instagram services) and Google Ireland Ltd. (Google Merchant Center services).

The processing of personal data through these tools takes place solely on the basis of the website visitor’s consent, which is granted via the so-called cookie banner. Users may withdraw their consent at any time or change their cookie settings.

Detailed information about the processing of personal data and how these tools work is provided in the Privacy Policy, which is available on the website.

e) The purchase agreement is concluded in the Czech language. In the event that these terms and conditions are translated into another language, the Czech version takes priority.

These terms and conditions are valid and effective as of 15.9.2026