Terms of Service

General Terms and Conditions

These general terms and conditions (the "Terms") of Grig Distribuce s.r.o., with its registered office at Svatopluka Čecha 2672/100, Královo Pole, 612 00 Brno, Czech Republic, Company ID (IČO) 09361103, registered in the Commercial Register kept by the Regional Court in Brno under file no. C 118646/KSBR, e-mail grig@grig.cz, telephone +420 732 854 316 ("We" or the "Seller") govern, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Civil Code, as amended (the "Civil Code"), the mutual rights and obligations of You, as the buyer, and Us, as the seller, arising in connection with or on the basis of a purchase contract (the "Contract") concluded through our online store.

All information about the processing of your personal data is contained in our Privacy Policy.

These Terms form an integral part of the Contract. We may unilaterally amend or supplement the wording of these Terms. This does not affect rights and obligations arising while the previous wording was in effect.

We communicate primarily at a distance. Our Contract is therefore concluded by means of distance communication, which allow us to reach agreement without being physically present at the same time, through the interface of our online store (the "store interface").

If any part of these Terms conflicts with what we expressly agreed during your purchase, that specific agreement prevails over these Terms.

1) Some definitions

1.1 The Price is the amount you pay for the Goods.

1.2 The Delivery price is the amount you pay for delivery of the Goods, including packaging.

1.3 The Total price is the sum of the Price and the Delivery price.

1.4 VAT is value added tax under applicable law.

1.5 The Invoice is a tax document issued for the Total price.

1.6 The Order is your irrevocable proposal to conclude a Contract for the purchase of Goods with Us.

1.7 The User account is an account created on the basis of the details you provide, which stores your details and the history of Goods ordered and Contracts concluded.

1.8 You are the person purchasing in our store, referred to in law as the buyer.

1.9 Goods are everything you can purchase in our store.

2) General provisions

2.1 Goods can only be purchased through the store interface.

2.2 When purchasing Goods, it is your obligation to provide us with all information correctly and truthfully. We will therefore treat the information you provide when ordering as correct and truthful.

2.3 Customer reviews may appear on our sales channels and social media. We do not edit store ratings or product reviews and we display all verified positive and negative ratings, except those containing vulgarity or otherwise directly offending good morals. The overall star rating is calculated as the average of all reviews for the given product.

3) Conclusion of the Contract

3.1 The Contract may be concluded with Us in English, German or French.

3.2 The Contract is concluded at a distance through the store; the cost of using the means of distance communication is borne by you. These costs do not differ from the standard rate you pay for using such means (in particular internet access), so you need not expect any additional costs charged by us beyond the Total price. By submitting an Order you agree to our use of distance communication.

3.3 To conclude the Contract, you must create a draft Order in the store containing:

3.3.1 information about the Goods purchased (you mark the Goods with the "Add to cart" button);

3.3.2 information about the Price, the Delivery price, the method of payment of the Total price and the requested delivery method; this information is entered while creating the draft Order, and the Price, Delivery price and Total price are shown automatically based on the Goods and delivery method you select;

3.3.3 your identification and contact details enabling us to deliver the Goods, in particular your first name, surname, delivery address, telephone number and e-mail address.

3.4 While creating the draft Order you may change and check the details until it is submitted. After checking, you create the Order by pressing the order button. By pressing it you confirm that you have read and agree to these Terms. All completed information is then sent directly to us.

3.5 We will confirm your Order as soon as possible after we receive it, by a message sent to the e-mail address given in the Order. The confirmation will include a summary of the Order and these Terms. Our confirmation of the Order concludes the Contract between Us and You. The Terms in force on the day of the Order form an integral part of the Contract.

3.6 There may be cases where we cannot confirm your Order — in particular where the Goods are unavailable, or where you order a larger number of items than we permit. We will always inform you of any maximum quantity in advance in the store. If any reason arises for which we cannot confirm the Order, we will contact you and send you an offer to conclude the Contract in a form differing from the Order. In such a case the Contract is concluded once you confirm our offer.

3.7 If the store or the draft Order shows an obviously incorrect Price, we are not obliged to deliver the Goods at that Price, even if you received an Order confirmation and the Contract was therefore concluded. In such a case we will contact you without delay and send you an offer to conclude a new Contract in an amended form. The new Contract is concluded once you confirm our offer. If you do not confirm our offer within 3 days of it being sent, we are entitled to withdraw from the concluded Contract. An obviously incorrect Price is, for example, a Price that does not correspond to the usual price charged by other sellers, or where a digit is missing or extra.

3.8 Once the Contract is concluded, you are obliged to pay the Total price.

3.9 If you have a User account, you may place an Order through it. Even then it is your obligation to check that the pre-filled details are correct, truthful and complete. The way the Order is created is identical to that for a buyer without a User account; the advantage is that you do not need to fill in your identification details repeatedly.

3.10 In some cases we allow a discount to be used when purchasing Goods. To obtain the discount you must enter its details in the designated field while creating the draft Order.

4) User account

4.1 Based on your registration in the store you may access your User account.

4.2 When registering a User account it is your obligation to enter all details correctly and truthfully and to update them if they change.

4.3 Access to the User account is secured by a username and password. It is your obligation to keep these credentials confidential and not to provide them to anyone. If they are misused, we bear no responsibility for it.

4.4 The User account is personal and you are therefore not entitled to allow third parties to use it.

4.5 We may cancel your User account, in particular if you have not used it for more than 3 years, or if you breach your obligations under the Contract.

4.6 The User account may not be available continuously, in particular with regard to necessary maintenance of hardware and software.

5) Price and payment terms, retention of title

5.1 The Price is always shown in the store, in the draft Order and in the Contract. In the event of a discrepancy between the Price shown with the Goods in the store and the Price shown in the draft Order, the Price in the draft Order applies, which will always be identical to the price in the Contract. The draft Order also states the Delivery price and, where applicable, the conditions under which delivery is free.

5.2 The Total price is stated including VAT and all charges required by law.

5.3 We require payment of the Total price after the Contract is concluded and before the Goods are handed over. Payment is accepted by online card payment only. The payment is processed through a payment gateway and is governed by the terms of that gateway. We do not offer cash on delivery, bank transfer or cash payment.

5.4 The Invoice will be issued electronically after the Total price has been paid and will be sent to your e-mail address.

5.5 Title to the Goods passes to you only once you have paid the Total price and taken delivery of the Goods.

6) Delivery of the Goods, passing of the risk of damage

6.1 The Goods will be delivered by the method of your choice, from the following options:

6.1.1 collection at a pickup point of the Packeta network;

6.1.2 delivery to your address by GLS.

6.2 The Goods can be delivered to Germany, Austria and France. We will state in the store which countries we currently serve; further countries may be added.

6.3 The delivery time always depends on availability of the Goods and on the chosen delivery and payment method. The expected delivery time will be stated in the Order confirmation. Times shown in the store are indicative only and may differ from actual delivery.

6.4 After taking delivery from the carrier it is your obligation to check that the packaging is intact and, in the event of any defect, to notify the carrier and us without delay. If the packaging shows a defect indicating unauthorised handling or entry into the shipment, you are not obliged to accept the Goods from the carrier.

6.5 If you breach your obligation to take delivery of the Goods, except in the cases under clause 6.4, this does not result in a breach of our obligation to deliver them. Your failure to take delivery is not a withdrawal from the Contract. In such a case, however, we acquire the right to withdraw from the Contract on the grounds of your material breach. If we exercise that right, the withdrawal takes effect on the day it is delivered to you. Withdrawal does not affect our claim to payment of the Delivery price or to compensation for damage, if any arose.

6.6 If, for reasons on your side, the Goods are delivered repeatedly or by a method other than agreed in the Contract, it is your obligation to reimburse us for the costs associated with such repeated delivery. Payment details will be sent to your e-mail address stated in the Contract and are due 14 days after the e-mail is delivered.

6.7 The risk of damage to the Goods passes to you at the moment you take delivery. If you do not take delivery, except in the cases under clause 6.4, the risk passes to you at the moment you had the opportunity to take delivery but failed to do so for reasons on your side.

6.8 If the Goods were not shown in the store as in stock and an indicative availability date was given, we will always inform you in the event of an extraordinary production outage or a delay in delivery from our supplier, and will state the new expected date.

6.9 If we are unable to deliver the Goods within 30 days of the expiry of the delivery time stated in the Order confirmation, for whatever reason, both We and You are entitled to withdraw from the Contract.

6.10 If an already dispatched shipment is not accepted, we reserve the right to charge a cancellation fee corresponding to the costs actually incurred in connection with picking, restocking, postage and packaging. The amount will be documented to you.

7) Rights arising from defective performance

7.1 We warrant that at the time the risk of damage passes, the Goods are free from defects, and in particular that they have the properties we agreed with you or, where none were expressly agreed, those stated in the description of the Goods or those that can be expected given the nature of the Goods; are suitable for the purpose we stated or for the purpose usual for Goods of that type; correspond in quality or design to any agreed sample; are of the corresponding quantity and weight; meet the requirements of legal regulations; and are not encumbered by third-party rights.

7.2 Rights and obligations concerning defective performance are governed by the applicable generally binding legal regulations, in particular Sections 1914 to 1925, 2099 to 2117 and 2161 to 2174 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection, as amended.

7.3 If the Goods have a defect, you may notify us of it and exercise your rights from defective performance (make a complaint) by sending an e-mail or letter to the addresses stated in our identification details. You may also use the sample form we provide. When exercising the right you must choose how you wish the defect to be resolved, and you may not subsequently change that choice without our consent, except in the cases under clause 7.4.

7.4 If the defective performance constitutes a material breach of the Contract, you have the right to have the defect removed by delivery of new Goods without defect or delivery of a missing part; to a reasonable discount from the Price; or to withdraw from the Contract.

7.5 If the defective performance constitutes a non-material breach, you have the right to have the defect removed by delivery of new Goods without defect or delivery of a missing part, or to a reasonable discount from the Price.

7.6 If we fail to remove the defect in time or refuse to remove it, you acquire the right to withdraw from the Contract.

7.7 In the case of both material and non-material breach you may not withdraw from the Contract or demand delivery of new Goods if you cannot return the Goods in the condition in which you received them. This does not apply where the condition changed as a result of inspection to identify the defect; where the Goods were used before the defect was discovered; where the impossibility of returning the Goods unchanged was not caused by your act or omission; or where, before the defect was discovered, you sold, consumed or altered the Goods in the course of ordinary use.

7.8 Within 3 days of receiving your complaint we will confirm to your e-mail address that we have received it, when we received it and the expected time for handling it. We will handle the complaint without undue delay, and no later than 30 days from receipt. This period may be extended by mutual agreement. If the period expires without result, you may withdraw from the Contract.

7.9 We will inform you of the outcome of the complaint by e-mail. If the complaint is justified, you are entitled to reimbursement of reasonably incurred costs. You must document these costs, for example by receipts or confirmations of the delivery price. If the defect was removed by delivery of new Goods, it is your obligation to return the original Goods to us; we bear the cost of that return.

7.10 If you are an entrepreneur, it is your obligation to notify and point out the defect without undue delay after you could have discovered it, and no later than three days from taking delivery of the Goods.

8) Withdrawal from the Contract

8.1 Withdrawal from the Contract, meaning termination of the contractual relationship between Us and You from its inception, may occur for the reasons and in the manner stated in this article or in other provisions of these Terms where withdrawal is expressly mentioned.

8.2 If you are a consumer, meaning a person purchasing the Goods outside the scope of their business activity, you have the right under Section 1829 of the Civil Code to withdraw from the Contract without giving a reason within 14 days of the day the Goods were delivered. Where the Contract covers several types of Goods or delivery of several parts, this period begins on the day the last part is delivered. You may withdraw from the Contract by any demonstrable means, in particular by sending an e-mail or letter to the addresses stated in our identification details. You may also use the sample form we provide.

8.3 Even as a consumer you cannot withdraw from the Contract where the subject of the Contract is:

8.3.1 Goods adjusted according to your wishes or for your person;

8.3.2 Goods subject to rapid deterioration, and Goods that were irreversibly mixed with other goods after delivery;

8.3.3 Goods in sealed packaging that were removed from that packaging and cannot be returned for hygiene reasons.

Because we sell food, clauses 8.3.2 and 8.3.3 apply to most of our range once a pack has been opened.

8.4 The withdrawal period under clause 8.2 is deemed to have been observed if you send us notice of withdrawal during that period.

8.5 In the event of withdrawal, the Price will be refunded within 14 days of the withdrawal taking effect, to the account from which it was credited or to an account specified in the withdrawal. The amount will not be refunded before you return the Goods to us or demonstrate that you have sent them back. Please return the Goods clean and, where possible, including the original packaging.

8.6 In the event of withdrawal under clause 8.2 you are obliged to send us the Goods within 14 days of withdrawal and you bear the cost of returning them to us. You are entitled to have the Delivery price refunded, but only up to the amount corresponding to the cheapest delivery method we offered. If you withdraw because we breached the Contract, we also bear the costs associated with returning the Goods, again only up to the Delivery price corresponding to the cheapest method offered.

8.7 You are liable to us for damage where the Goods are damaged as a result of your handling them otherwise than is necessary given their nature and properties. We will invoice you for such damage after the Goods have been returned, payable within 14 days. If we have not yet refunded the Price, we are entitled to set off our claim for those costs against your claim for the refund.

8.8 We are entitled to withdraw from the Contract at any time before we deliver the Goods to you if objective reasons exist why the Goods cannot be delivered, in particular reasons on the part of third parties or reasons inherent in the nature of the Goods. We may also withdraw if it is evident that you deliberately entered incorrect information in the Order. If you purchase Goods within the scope of your business activity, we are entitled to withdraw from the Contract at any time, even without giving a reason.

9) Resolution of disputes with consumers

9.1 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.

9.2 We handle consumer complaints through the electronic address grig@grig.cz. Information about the handling of a complaint will be sent to the buyer's electronic address.

9.3 The Czech Trade Inspection Authority, with its registered office at Štěpánská 567/15, 120 00 Prague 2, Company ID 000 20 869, www.coi.cz, is competent for the out-of-court resolution of consumer disputes arising from the Contract. The online dispute resolution platform at ec.europa.eu/consumers/odr may be used to resolve disputes between the seller and a buyer who is a consumer arising from a purchase contract concluded by electronic means.

9.4 The European Consumer Centre Czech Republic, with its registered office at Štěpánská 567/15, 120 00 Prague 2, www.evropskyspotrebitel.cz, is the contact point under Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes.

9.5 If you are a consumer resident in another EU Member State, you may also turn to the European Consumer Centre in your country of residence.

10) Final provisions

10.1 Where our legal relationship contains an international element, in particular where we send Goods outside the Czech Republic, the relationship is governed by the law of the Czech Republic. If you are a consumer, this arrangement does not affect your rights arising from the mandatory provisions of the law of the country of your habitual residence.

10.2 All written correspondence between us will be delivered by electronic mail. Our e-mail address is stated in our identification details. We will deliver correspondence to your e-mail address stated in the Contract, in the User account, or through which you contacted us.

10.3 The Contract may only be amended by our written agreement. We are, however, entitled to amend and supplement these Terms; such a change does not affect Contracts already concluded, only Contracts concluded after the change takes effect. We will send information about the change to your e-mail address at least 14 days before it takes effect.

10.4 In the event of force majeure or events that cannot be foreseen (natural disaster, pandemic, operational failures, supplier outages and the like), we are not liable for damage caused as a result of or in connection with such events, and if the state of force majeure lasts longer than 10 days, both We and You have the right to withdraw from the Contract.

10.5 A sample complaint form and a sample withdrawal form are annexed to these Terms.

10.6 The Contract including these Terms is archived electronically with us and is not accessible to you. You will, however, always receive these Terms and the Order confirmation with a summary of the Order by e-mail, and will therefore always have access to the Contract without our cooperation. We recommend that you keep the Order confirmation and the Terms.