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Terms and Conditions

GENERAL TERMS AND CONDITIONS (EN)

Article 1

General Provisions

These general terms and conditions (hereinafter referred to as "GTC") of the business company Vet Choice s.r.o., with its registered office at Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6, Czech Republic, Identification No.: 21803021 / Tax ID: CZ21803021, registered in the Commercial Register maintained by the Municipal Court in Prague (hereinafter referred to as "the seller"), regulate the mutual rights and obligations of the contracting parties arising in connection with or based on a purchase agreement (hereinafter referred to as "the purchase agreement") concluded between the seller and a natural or legal person (hereinafter referred to as "the buyer") through the seller's online store. The online store is operated by the seller at the internet address www.vet-choice.com via the store's web interface.

These terms and conditions further regulate the rights and obligations of the contracting parties when using the seller's website located at www.vet-choice.com (hereinafter referred to as "the website") and other related legal relationships.

For the purposes of these terms and conditions, it is understood that:

A buyer is a consumer. A consumer is any natural person who, outside the scope of their business activity or outside the scope of their independent exercise of their profession, enters into a contract with the seller or otherwise deals with them.

A businessman is someone who independently carries out for their own account and responsibility a gainful activity in a trade or similar manner with the intention of doing so consistently for the purpose of achieving profit. For the purposes of consumer protection, a businessman is also considered to be any person who enters into contracts related to their own commercial, manufacturing or similar activity or in the independent exercise of their profession, or a person who acts on behalf of or on the account of a businessman.

These terms and conditions shall in no case apply to situations where a person intending to purchase goods from the seller acts within the scope of their business activity (businessman) when ordering the goods.

Provisions deviating from these terms and conditions may be agreed upon in writing in the purchase agreement. Deviating arrangements in the purchase agreement take precedence over the provisions of these terms and conditions.

The provisions of these terms and conditions are an integral part of the purchase agreement.

The seller may change or supplement the wording of these terms and conditions. This provision does not affect rights and obligations arising during the period of validity of the previous wording of the terms and conditions. The seller will always publish the current wording of the terms and conditions on the website.

The purchase agreement and these terms and conditions are prepared in the Czech language. The purchase agreement can be concluded in the Czech language. Should the buyer require a translation of the contract text, it is understood that in the event of a dispute over the interpretation of terms, the interpretation of the contract in the Czech language shall prevail.

The concluded contract is archived by the seller for the purpose of its successful fulfillment and is not accessible to uninvolved third parties. The buyer has the opportunity to check and possibly correct their order before submitting it. Subsequent corrections of errors are handled by individual agreement between the buyer and the seller. These terms and conditions are displayed on the website of the online store www.vet-choice.com, thus enabling their archiving and reproduction by the buyer.

Article 2

Definition of Basic Terms

Customer means a natural or legal person who has ordered and paid for goods via the online portal www.vet-choice.com (hereinafter referred to as "Customer" or "Buyer").

Recipient is a natural or legal person to whom the goods ordered by the Customer are to be delivered (hereinafter referred to as "Recipient").

Goods means a product or service ordered via the online portal www.vet-choice.com (hereinafter referred to as "Goods").

Order means an instruction to the Seller to execute the Goods ordered and paid for by the Customer (hereinafter referred to as "Order").

Article 3

Rights and Obligations of the Seller

The seller is obliged to:

a) deliver the goods to the recipient in the agreed quantity and quality.

b) enable the recipient to acquire ownership of the goods.

The seller has the right to proper payment of the purchase price by the buyer for the delivered goods.

Article 4

Rights and Obligations of the Buyer

The buyer is obliged to:

a) pay the seller the purchase price stated in the order for the goods.

b) not to damage the seller's good name and reputation.

c) fully and accurately provide all required information in the order.

The buyer has the right to have the goods delivered to the recipient specified in the order, in the quantity, quality, date, and place specified by the buyer.

Article 5

Order and Conclusion of the Purchase Agreement

The web interface of the store contains a list and price of goods offered by the seller for sale. The prices of the offered goods are listed including value-added tax and all related fees. Shipping and incidental costs are not included in the price of the goods and are shown during the purchase process in the Shopping Cart before placing the order. The offer for the sale of goods and the prices of these goods remain valid as long as they are displayed in the web interface of the store. This provision does not limit the seller's ability to conclude a purchase agreement under individually agreed conditions. All offers for the sale of goods placed in the web interface of the store are non-binding, and the seller is not obliged to conclude a purchase agreement regarding these goods.

The buyer has the option to select goods on the Vet Choice s.r.o. online portal, which they designate for delivery to the recipient.

When filling out the order, the buyer proceeds according to the following steps:

a) adds the selected goods to the cart and confirms their selection,

b) fills in their contact details or logs in as a registered customer,

c) chooses the date and method of delivery of the goods,

d) fills in the details of to whom and to what address the goods should be delivered,

e) confirms that they agree with the GTC,

f) chooses the payment method and completes the payment for the ordered goods.

Before submitting the order to the seller, the buyer is allowed to check and change the information they entered into the order, also with regard to the buyer's ability to detect and correct errors made during data entry into the order. The buyer sends the order to the seller by clicking the "Order now" button. The information provided in the order is considered correct by the seller. The contractual relationship between the seller and the buyer arises upon delivery of the order to the seller, who confirms this receipt to the buyer by electronic mail, to the buyer's electronic mail address specified in the user interface or in the order (hereinafter referred to as "the buyer's electronic address").

The seller is always entitled, depending on the nature of the order (quantity of goods, purchase price, estimated shipping costs), to request additional confirmation of the order from the buyer (e.g., in writing or by phone).

The buyer acknowledges that the seller is not obliged to conclude a purchase agreement, especially with persons who have previously substantially breached a purchase agreement (including the terms and conditions).1

The buyer agrees to the use of remote communicatio2n means when concluding the purchase agreement. Costs incurred by the buyer when using remote communication means in connection with the conclusion of the purchase agreement (costs of internet connection, telephone call costs) are borne by the buyer.

The Customer is obliged to fill in all information in the order truthfully and accurately, otherwise they are responsible for non-delivery of goods, or for damage incurred by the seller due to incorrectly and incompletely entered data.

The Customer will receive a confirmation email regarding the order.

The seller ensures delivery of goods within the territory of the Slovak Republic, the Czech Republic, and the European Union.

Orders can also be placed by email at info@vet-choice.com.

Article 6

Order Cancellation and Withdrawal from the Contract

Consumer's Right to Withdraw from the Contract:

If the buyer is a consumer, they have the right to withdraw from the contract (unless stated otherwise below), within a period of fourteen (14) days. This period begins:

a) In the case of a purchase agreement, from the day of receipt of the goods.

b) In the case of a contract for several types of goods or the delivery of several parts, from the day of receipt of the last delivery of goods.

c) In the case of a contract for regular repeated deliveries of goods, from the day of receipt of the first delivery of goods.

The consumer must send the withdrawal from the contract to the seller's registered office address: Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6, Czech Republic. The consumer is also entitled to use the sample form for withdrawal from the contract, which forms an annex to these GTC and is also available to the buyer on the seller's website [link to withdrawal form].

When the consumer cannot withdraw from the contract (exceptions according to § 1837 of the Civil Code):

The consumer cannot withdraw from the contract:

I. for the delivery of goods or services whose price depends on financial market fluctuations independent of the seller's will and which may occur during the withdrawal period.

II. for the delivery of goods that have been modified according to the consumer's wishes or for their person.

III. for the delivery of goods that are perishable, as well as goods that have been irreversibly mixed with other goods after delivery.

IV. for repairs or maintenance carried out at the place specified by the consumer at their request; this does not apply in the case of subsequent performance of repairs other than those requested or delivery of spare parts other than those requested.

V. for the delivery of goods in a sealed package which the consumer has removed from the package and which cannot be returned for hygienic reasons.

Procedure for Withdrawal from the Contract:

In case of withdrawal from the contract, the purchase agreement is cancelled from the beginning. The goods must be returned to the seller without undue delay, no later than fourteen (14) days from the withdrawal from the contract at the buyer's expense.

The goods must be returned to the seller in complete condition, with complete documentation, undamaged, clean and unused and, if possible, in the original packaging. The consumer is obliged to return the goods within 14 days in the same condition in which they were delivered, i.e., without any damage to the product and the outer packaging itself, so that the product is suitable for resale as new.

Within five (5) working days of the buyer returning the goods, the seller has the right to inspect the returned goods, especially to ascertain whether the returned goods are damaged, worn, or partially consumed.

In case of withdrawal from the contract, the seller will return the purchase price, including the costs of delivering the goods to the buyer, without undue delay, no later than fourteen (14) days from the withdrawal from the contract, by bank transfer to the account specified by the buyer in the sample form for withdrawal from the contract. The seller is not obliged to return the received funds to the buyer before the buyer hands over the goods to them or proves that they have sent the goods to the seller.

The buyer acknowledges that if the returned goods are damaged, worn, or partially consumed, the seller is entitled to compensation for the damage incurred thereby. The seller has the right to unilaterally set off the claim for compensation for the incurred damage against the buyer's claim for reimbursement of the purchase price. In case of breach of the obligation to return the goods without undue delay, the seller has the right to claim from the buyer compensation for costs incurred in connection with the packaging and delivery of the goods.

When withdrawing from the contract, goods are not sent by cash on delivery. Goods sent in this manner will not be accepted and will be returned. Goods can be returned by sending them to the seller's registered office address: Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6, Czech Republic.

Order Cancellation by the Seller:

The seller has the right to cancel an order and withdraw from the contract if, due to the unavailability of goods, they are unable to deliver the goods to the customer within the requested deadline or at the price stated on our website, even with all reasonable effort. In the event of an already paid purchase price or part thereof, the Seller will refund the funds to the Customer's designated account within 14 days of the valid delivery of the cancellation notice.

Article 7

Shipping and Delivery of Goods

The method of delivery of goods is determined by the seller, unless otherwise specified in the purchase agreement. The seller has a period of 30 days to deliver the goods in the order. In the event that the method of transport is agreed upon at the buyer's request, the buyer bears the risk and any additional costs associated with this method of transport.

The web interface of the store also contains information about the costs associated with packaging and delivery of goods. Information about the costs associated with packaging and delivery of goods stated in the web interface of the store applies only when the goods are delivered to the territory of the Czech Republic and the Slovak Republic.

Packaging and Delivery Costs (valid for CZ and SK):

Personal pick-up at Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6, Czech Republic: free of charge.

Orders are generally delivered by a courier company from Monday to Friday during standard business hours. We do not deliver goods on Saturdays, Sundays, or public holidays, unless otherwise agreed.

The time stated by the customer as the delivery hour for the goods to the recipient is only indicative, and the seller is not responsible for any delay in the delivery of the goods. It is in the seller's interest to deliver the goods at the requested time.

Ordered goods are delivered by a courier service that is a contractual partner of the operator.

If the seller is obliged according to the purchase agreement to deliver the goods to the place specified by the buyer in the order, the buyer is obliged to take over the goods upon delivery. If the buyer does not take over the goods upon delivery, the seller has the right to withdraw from the purchase agreement.

In the event that, due to reasons on the part of the buyer, it is necessary to deliver the goods repeatedly or in a different manner than stated in the order, the buyer is obliged to pay the costs associated with repeated delivery of the goods or the costs associated with a different method of delivery.

Upon receipt of the goods from the carrier, the buyer is obliged to check the integrity of the packaging of the goods and, in the event of any defects, to immediately notify the carrier. In the event of finding damage to the packaging indicating unauthorized intrusion into the shipment, the buyer does not have to accept the shipment from the carrier. By signing the delivery note, the buyer confirms that the shipment of goods met all conditions and requirements, and no later claim regarding damage to the shipment's packaging can be taken into account.

Other rights and obligations of the parties during the transport of goods may be regulated by the carrier's delivery conditions.

Article 8

Price of Goods and Payment Terms

The buyer can pay the price of the goods and any costs associated with the delivery of the goods under the purchase agreement in the following ways:

a) By bank transfer to the seller's account:

  • For payments in CZK: CZ6020100000002702946107

  • For payments in EUR (for SK): CZ5120100000002302946108
    (maintained by Fio banka, a.s.)
    b) Cash on delivery (payment to the courier in cash or by credit card upon receipt of the goods).
    c) Non-cash payment via payment gateway (payment via VISA, MasterCard, Apple Pay, Google Pay payment cards and instant bank transfers from selected banks with active internet banking, and other methods supported by the selected payment gateway).
    d) Payment via PayPal.

Together with the purchase price, the buyer is obliged to pay the seller also the costs associated with packaging and delivery of the goods. These items are always stated during the purchase process in the Shopping Cart before placing the order. Unless expressly stated otherwise, the purchase price hereinafter also includes the costs associated with the delivery of the goods.

In the case of non-cash payment by bank transfer, the buyer is obliged to pay the purchase price of the goods along with indicating the variable symbol of the payment, which is the invoice or order number. In the case of non-cash payment by bank transfer, the buyer's obligation to pay the purchase price is fulfilled at the moment the relevant amount is credited to the seller's account.

Any discounts on the price of goods provided by the seller to the buyer cannot be combined.

The seller may issue a tax document - an invoice, or a pro forma invoice, to the buyer before the purchase price is paid. The seller is a value-added tax payer. The seller will issue the tax document - invoice to the buyer after the full price of the goods has been paid and will deliver it to the buyer in electronic form to their email, or in printed form together with the ordered goods.

Article 9

Complaints and Warranty (Liability for Defects)

Detailed information regarding the rights and obligations of the contracting parties concerning the seller's liability for defects of goods, including warranty liability and the procedure for filing complaints, returns, and exchanges of goods, are comprehensively regulated in the document "HOW TO RETURN, COMPLAIN ABOUT, OR EXCHANGE GOODS?". This document is available on the seller's website www.vet-choice.com and is binding for resolving complaints, returns, and exchanges of goods.

Article 10

Other Rights and Obligations of the Contracting Parties

The buyer acquires ownership of the goods at the moment of their acceptance upon delivery according to Article 7 of these terms and conditions. At this moment, the risk of accidental destruction and accidental deterioration, including benefits, also passes to the3 buyer.

The buyer acknowledges that the software and other components forming the web interface of the store (including photographs of the offered goods) are protected by copyright. The buyer undertakes not to perform any activity that could enable them or third parties to illegally interfere with the software or other components forming the web interface of the store.

The buyer is not entitled to use mechanisms, software, or other procedures when using the web interface of the store that could negatively affect the operation of the web interface of the store. The web interface of the store may only be used to the extent that it does not infringe upon the rights of other customers of the seller and that is in accordance with its intended purpose.

The seller is not bound by any codes of conduct towards the buyer under the provisions of § 1826 (1) (a) of the Civil Code.

The buyer acknowledges that the seller is not responsible for errors arising from third-party interference with the website or from the use of the website contrary to its intended purpose.

The individual technical steps leading to the conclusion of the contract are clearly described in these Business Terms and Conditions.

A condition for the validity of the purchase agreement is the completion of all mandatory data in the order form.

The seller is not liable for non-delivery of the shipment or its delay if the non-delivery was caused by deficiencies on the part of the customer, e.g., an incorrect address provided by the customer for goods delivery, incorrect telephone contact information for the customer, or incorrect entry of other data that prove to be false and as a result of which proper delivery of goods could not occur.

The seller is not liable for non-delivery of goods if the goods were refused for acceptance by the person to whom they were supposed to be delivered according to the Customer's order.

The seller is not responsible for non-delivery of goods if the person to whom the goods were to be delivered was unreachable.

In the cases listed in points 8, 9, and 10 of this article, i.e., after unsuccessful delivery of the goods to the recipient, the seller will store the goods at the seller's premises for the next three (3) days, during which time the customer, or recipient, may pick up the goods. Failure to pick up the goods within the stipulated period is considered a delay by the customer, or recipient, in taking over the goods, and the seller is entitled to sell the goods in their own name and on the account of the buyer without prior notice.

If the ordered goods cannot be delivered by the Seller due to reasons on the Seller's side, the purchase price paid will be refunded to the Buyer's bank account.

In exceptional situations, it may not be possible to use a specific color variant. In such a case, the unavailable color will be replaced by another, while the character of the product will remain preserved. The buyer unconditionally agrees to this possibility and at the same time declares that they will not claim a discount from the purchase price or any other claims and rights.

The seller is not responsible for late delivery or damage to goods caused by the courier service.

Article 11

Personal Data Protection and Sending Commercial Communications

Information on Personal Data Processing

Basic Summary

Vet Choice s.r.o. processes your personal data because it is necessary for the performance of the contract between you and the personal data controller regarding the sale of goods.

1. Identity and Contact Details of the Controller

1.1. The controller of your personal data is the business company Vet Choice s.r.o., with its registered office at Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6, Czech Republic, identification number: 21803021, registered in the Commercial Register maintained by the Municipal Court in Prague (hereinafter referred to as "the controller").

1.2. The controller's contact details are as follows: delivery address Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6, Czech Republic, email address: info@vet-choice.com.

2. Legal Basis for Personal Data Processing

2.1. The legal basis for processing your personal data is the fact that this processing is necessary for:

2.1.1. the performance of a contract between you and the controller or for the implementation of measures by the controller before concluding such a contract within the meaning of Article 6(1)(b) of Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter referred to as "the Regulation");

2.1.2. compliance with legal obligations to which the controller is subject, within the meaning of Article 6(1)(c) of the Regulation, specifically the fulfillment of obligations imposed on the controller by generally binding legal regulations, in particular Act No. 235/2004 Coll., on Value Added Tax, as amended, Act No. 586/1992 Coll., on Income Taxes, as amended, and Act No. 563/1991 Coll., on Accounting, as amended.

3. Purpose of Personal Data Processing

3.1. The purpose of processing your personal data is the performance of the contract between you and the controller and also the fulfillment of related public law obligations by the controller.

4. Storage Period of Personal Data

4.1. Your personal data will be processed for the duration of the effects of the rights and obligations arising from the contract and further for the period necessary for archiving purposes according to the relevant generally binding legal regulations, but no longer than the period stipulated by generally binding legal regulations.

5. Other Recipients of Personal Data

5.1. The controller does not intend to transfer your personal data to a third country (outside the EU) or an international organization.

6. Rights of the Data Subject

6.1. Under the conditions stipulated in the Regulation, you have the right to request from the controller access to your personal data, the right to rectification or erasure of your personal data, or restriction of their processing, the right to object to the processing of your personal data, and further the right to data portability of your personal data.

6.2. If you believe that the processing of your personal data has violated or is violating the Regulation, you have the right to lodge a complaint with a supervisory authority, among other things.

6.3. The buyer may withdraw their consent to the processing of personal data for marketing purposes (if granted) by written notice delivered to the controller's address, or by changing settings in their user account on our website (if this option is available). Consent expires within 30 days of receipt of the withdra4wal.

Article 12

Delivery

Unless otherwise agreed, all correspondence related to the purchase agreement must be delivered to the other contracting party in writing, either by electronic mail, in person, or by registered mail through a postal service provider (at the sender's choice). The buyer is delivered to the electronic mail address specified in their user account.

A message is considered delivered:

a) In the case of delivery by electronic mail, at the moment it is received on the incoming mail server; the integrity of messages sent by electronic mail can be ensured by a certificate.

b) In the case of personal delivery or delivery via a postal service provider, by the addressee's acceptance of the shipment.

c) In the case of personal delivery or delivery via a postal service provider, also by refusal to accept the shipment, if the addressee (or a person authorized to accept the shipment on their behalf) refuses it.

d) In the case of delivery via a postal service provider, by the expiry of a period of ten (10) days from the storage of the shipment and the giving of a notice to the addressee to pick up the stored shipment, if the shipment is stored by a postal service provider, even if the addressee was not aware of the storage.

Article 13

Resolution of Disputes with Consumers

We are not bound by any codes of conduct towards buyers within the meaning of Section 1826 (1) (e) of the Civil Code.

We handle consumer complaints via the electronic address info@vet-choice.com. Information about the handling of the complaint will be sent to the buyer's electronic address.

The following bodies are competent for out-of-court settlement of consumer disputes arising from the Agreement:

For the Czech Republic: Czech Trade Inspection Authority, with its registered office at Štěpánská 796/44, 110 00 Prague 1, Identification No.: 000 20 869, internet address: https://www.coi.cz.

For the Slovak Republic: Slovak Trade Inspection Authority, with its registered office at Prievozská 32, 827 99 Bratislava 27, internet address: https://www.soi.sk.

The online dispute resolution platform located at https://ec.europa.eu/consumers/odr can be used to resolve disputes between the seller and a buyer who is a consumer, arising from a purchase agreement concluded by electronic means.

The European Consumer Centre Czech Republic, with its registered office at Štěpánská 796/44, 110 00 Prague 1, internet address: https://www.evropskyspotrebitel.cz, is the contact point according to Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC (Regulation on online dispute resolution for consumer disputes).

Any disputes arising from the contract will be resolved by the materially and locally competent courts.

Article 14

Final Provisions

The seller reserves the right to change these general terms and conditions, whereby the obligation to provide written notification of changes to these general terms and conditions is fulfilled by publishing them on the seller's e-commerce website.

These general terms and conditions become effective for the buyer upon completion of the order and confirmed consent in accordance with Article 5, paragraph 3, letter e).

The buyer declares that they have familiarized themselves with these general terms and conditions and that they agree with them in their entirety.

Unsubscribing (e.g., from marketing communications) is possible by changing settings in the user account on our website (if this option is available) or by sending a request to info@vet-choice.com.

These general terms and conditions are valid and effective from March 1, 2025.

Seller's contact details:

delivery address: Vet Choice s.r.o., Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6, Czech Republic.


HOW TO RETURN, CLAIM, OR EXCHANGE GOODS?

If you need to return, claim, or exchange goods, simply send us an email with the information listed below and then send the goods back to our address.

Returning and Exchanging Goods – General Conditions

  1. The shipment must be sent without cash on delivery as a package to our warehouse address.

  2. The goods must not be damaged, used, or opened and must be complete, including all original packaging. As these are nutritional supplements, please pack the goods especially carefully to prevent damage during transit.

  3. Please send us an email with the following information to info@vet-choice.com. No other forms are required.

    • For withdrawal from the contract (returning goods): In the email, please state:

      • Order number.

      • Date of purchase.

      • List of returned goods.

      • Bank account number for the refund.

      • Your full name and address.

      • Date and your signature (a digital signature, e.g., your typed name, is sufficient).

    • For claiming defective goods (complaint): In the email, please state:

      • Order number.

      • Date of purchase.

      • Description of the goods being claimed.

      • Detailed description of the defect (describe as precisely as possible how the defect manifests).

      • Your request (repair, exchange, discount, refund – see "Removable" and "Irremovable Defects" below).

      • Your full name and address.

      • Date and your signature (a digital signature, e.g., your typed name, is sufficient).

  4. IMPORTANT: To help us properly identify your shipment, please include a printed copy of this email inside the package with the returned goods.

  5. The statutory period for returning goods (withdrawal from the contract) and exchanging goods is 14 days from the date the buyer receives the goods.

  6. Please note that according to § 1837 letter g) of Act No. 89/2012 Coll., the Civil Code, a consumer cannot withdraw from a contract for the delivery of goods in a sealed package which the consumer has removed from the package and which cannot be returned for hygiene reasons. Due to the nature of the nutritional supplements we sell and for health protection and hygiene standards, the return of an opened or otherwise damaged hygienic package is excluded.

  7. The cost of returning goods is borne by the buyer and is calculated according to the current price list of the carrier used (e.g., Czech Post, Zásilkovna, PPL, etc.).

Where to Send Goods for Returns, Exchanges, or Complaints

You can send the goods to us at the following address:

Vet Choice s.r.o. Nad Podbabskou Skalou 350/17 Lysolaje 165 00 Prague 6 Czech Republic

COMPLAINT POLICY

1. Buyer's Right to Claim Defective Goods

If a purchased product exhibits a defect, the buyer is entitled to exercise their rights arising from liability for defects in the goods (to file a complaint). The store manager or an authorized employee is obliged to decide on the complaint immediately after its examination, or in complex cases, within three days. This period does not include the time required for expert assessment of the defect.

The customer can deliver the claimed goods in person or send them to the address: Vet Choice s.r.o., Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6. However, the processing of the complaint must not take longer than 30 (thirty) days. The buyer is not entitled to claim defects for which a discount was provided and about which the seller informed the buyer.

2. Seller's Responsibility

When selling goods to consumers, the seller is responsible for ensuring that the goods have the required quality, quantity, measure, and weight. They must be free from defects and comply with technical standards. The seller is responsible for defects in the goods sold at the time of takeover and for defects that occur after the takeover of the goods within the warranty period. In the case of used goods, the seller is not responsible for defects caused by use, wear and tear, or improper care.

3. Place of Complaint Submission

The buyer submits a complaint at the address: Vet Choice s.r.o., Nad Podbabskou Skalou 350/17, Lysolaje, 165 00 Prague 6. The buyer proves the purchase with the relevant proof of purchase and, in the case of a product with an extended warranty period, also with a confirmed warranty card. In case of temporary closure or cancellation of the establishment, complaints are handled at the establishment indicated on the notice board regarding the temporary closure or cancellation of the establishment.

4. Warranty Period

Acceptance of a complaint is conditional on it being lodged within the warranty period. The warranty period is 24 (twenty-four) months from the date the buyer takes over the goods. If a longer warranty period is provided for the goods, the seller is obliged to issue a properly completed and confirmed warranty card to the buyer at the time of sale, stating the terms and scope of this warranty. If the buyer's complaint is resolved by exchanging defective goods for faultless goods, the warranty period for the new product applies from the date of takeover of the new goods. The same applies in the case of replacement of a part or component for which a warranty was provided.

5. Order Cancellation

An order can only be canceled before it has been registered or dispatched. If the order has already been packed and sent, it cannot be canceled, and the customer is obliged to pick it up in accordance with the terms and conditions.

6. Removable Defects

Defects in goods are considered removable defects if their removal does not impair the appearance, function, or quality of the goods. In the case of removable defects, the buyer may request: a) Free, proper, and timely removal of the defect. b) Replacement of the defective component or part, if the defects concern only the component or part. c) Exchange of goods, if they have not yet been used.

7. Irremovable Defects

In the case of irremovable defects that prevent the proper use of the goods, the buyer may request the exchange of the defective goods for faultless goods. If the exchange of defective goods by the seller is not possible, the buyer may request withdrawal from the contract and a refund of the paid amount.

8. Resolution of Complaints by Providing a Discount

If the buyer requests a discount, the complaint may be resolved by providing a discount. A discount will be provided if the goods are irremediably defective but do not prevent the proper use of the goods for their intended purpose. The extent of the defects in the claimed goods will be taken into account when determining the amount of the discount.

9. Unjustified Complaint Visit

In the event of an unjustified visit for a complaint, the seller has the right to demand a fee from the buyer amounting to the costs associated with the visit. The seller also reserves the right not to return or exchange such goods for other goods.

10. Withdrawal from Contract and Exchange of Goods

Withdrawal from the contract, i.e., return of goods with a refund of the purchase price, is accepted within 14 days from the date the buyer receives the goods. The period for exchanging goods is also 14 days from the date the buyer receives the shipment. In the case of an exchange, the buyer selects goods of equal or higher value. In case of a difference, the difference amount will be calculated as cash on delivery.

This Complaint Policy enters into force on March 1, 2025.