Terms and Conditions

1. Basic Provisions

1.1. These general terms and conditions (hereinafter referred to as "terms and conditions") are issued in accordance with Section 1751 and following of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "Civil Code") for the sale of goods and services through the online store located at the internet addresswww.jolanaguitars.com operated by the seller, who is NBE Corp. s.r.o.
Contact details: Václavkova 176/2, Dejvice, 160 00 Praha
Email: info@jolanaguitars.com
Website: (hereinafter referred to as "we" or the "seller").
The technical operation of the www.jolanaguitars.com website is managed by the company Acme Branding Company (hereinafter referred to as the "technical operator").

1.2. These terms and conditions regulate the mutual rights and obligations of the seller and a natural person who enters into a purchase agreement outside their business activity as a consumer (hereinafter referred to as "you" or the "buyer") via the web interface located on the website available at www.jolanaguitars.com (hereinafter referred to as the "online store").
1.3. The provisions of these terms and conditions form an integral part of the purchase agreement. Deviating provisions in the purchase agreement take precedence over these terms and conditions.
1.4. These terms and conditions and the purchase agreement are concluded in the English language.

2. Information on Goods and Prices

2.1. Each item in the online store includes information about the product, its main characteristics, and its total price. The listed price includes value-added tax (VAT), all applicable fees, and, if applicable, the cost of returning the goods in cases where they cannot be returned using standard postal or courier services.
2.2. All products shown in our online store serve as an invitation to place an order and are not a binding offer. We reserve the right not to accept an order in certain cases—for example, if the product is no longer available or if there was an error in the listing.
2.3. Packaging costs are already included in the price of each product. Delivery costs vary depending on the shipping address and are displayed during checkout before the order is placed.
2.4. Any discounts on the purchase price of goods cannot be combined unless otherwise agreed by the seller and the buyer.

3. Order and Conclusion of the Purchase Agreement

3.1. Any internet, phone, or payment-related costs you may incur while placing an order are covered by you.
3.2. You can place an order in one of the following ways:
3.2.1. If you’ve already registered, simply log into your customer account and place your order.
3.2.2. If you haven’t registered yet, you can either create an account during checkout or place your order as a guest without registration.
3.3. When placing an order, you choose the product, the quantity, your preferred payment method, and how you’d like it delivered.
3.4. Before completing the order, you’ll have the chance to review and edit all the details you’ve entered. To submit the order, simply click the "Complete Order" button. We assume the information you provide is accurate, so please double-check everything. Your order will only be accepted if all required fields are filled out and you confirm that you’ve read and agreed to these Terms and Conditions.
3.5. Right after you place your order, we’ll send a confirmation email to the email address you provided. This is an automatic message letting you know we’ve received your order—it doesn’t mean we’ve accepted it yet. The confirmation also includes our current Terms and Conditions. Your order becomes final only after we review it and send you a separate email confirming that we’ve accepted it.
3.6. If we’re unable to fulfill any part of your order (for example, if something is unavailable), we’ll contact you by email with an updated offer. This updated offer is considered a new proposal, and the purchase agreement is only finalized once you confirm that you accept it—by replying to the email address listed in these Terms and Conditions.
3.7. All submitted orders are considered binding. However, you can cancel your order at any time before you receive our email confirming that we’ve accepted it. To cancel, simply contact us by phone or email using the contact details listed in these Terms and Conditions.
3.8. If there’s an obvious technical error in the price listed on our website or during the order process (such as a price that’s clearly far below the usual value), we’re not required to complete the order at that incorrect price—even if you’ve received an automatic order confirmation. If this happens, we’ll let you know about the error as soon as possible and send you a corrected offer. This corrected offer counts as a new proposal, and the purchase agreement is only finalized once you confirm your acceptance by replying to our email address.

4. Customer Account

4.1. If you register in our online store, you’ll get access to a personal customer account where you can manage your orders. You can also place orders without creating an account, if you prefer.
4.2. When creating your account or placing an order, please make sure all the information you provide is accurate and up to date. If anything changes, you’re responsible for updating your details. We rely on the information you provide to process your orders correctly.
4.3. Your customer account is protected by your chosen username and password. Please keep this login information secure. We can’t take responsibility for any misuse of your account if someone else gains access due to a weak or shared password.
4.4. Your customer account is for your personal use only. Please don’t share it with others.
4.5. We may cancel your account if you haven’t used it for more than a year or if you violate these Terms and Conditions or the purchase agreement.
4.6. Please note that your customer account might sometimes be temporarily unavailable due to maintenance or technical updates, either on our side or on the side of our service providers.

5. Payment Terms and Delivery of Goods

5.1. You can pay for your order securely online using a card through the Stripe payment gateway.

5.2. We do not accept cash payments, even if you choose personal pickup.

5.3. The total price you see at checkout includes packaging and delivery costs—unless we clearly state otherwise.

5.4. You’ll pay for your order during checkout, before the order is confirmed.

5.5. When paying through the payment gateway, please follow the instructions provided by the payment provider.

5.6. We don’t require any advance payments. If your bank or payment provider temporarily blocks or reserves the payment amount before the order is shipped, this isn’t considered an advance—it’s part of the normal payment process.

5.7. If we don’t receive your payment, the order will be automatically cancelled and no purchase agreement will be made.

5.8. Your order will be delivered to the address you provide, using the delivery service offered during checkout. Other delivery methods aren’t available.

5.9. You’ll select your preferred delivery option during checkout (if more than one is available). If not, we’ll choose the most suitable shipping method based on the product.

5.10. The delivery cost is clearly shown in your order summary and in the confirmation email we send after receiving your order.

5.11. Please make sure you’re available to receive the package at the delivery address. If we need to deliver the order again or use a different delivery method due to incorrect or missed delivery, you’ll be responsible for any additional costs.

5.12. When your package arrives, please check that it hasn’t been damaged during transport. If the packaging looks damaged or tampered with, you can refuse the shipment and report it to the carrier right away.

5.13. We’ll send your invoice or purchase confirmation to your email after your order has been processed.

5.14. The goods become yours once you’ve paid the full amount—including any delivery fees—and received the order.

5.15. The risk of damage or loss passes to you as soon as you take delivery of the goods. If you don’t accept the delivery when you should, the risk passes to you at that moment.

6. Withdrawal from the Contract

6.1. If you’re shopping as a consumer (not for business purposes), you have the right to cancel your purchase and withdraw from the contract.

6.2. You can withdraw within 14 days:

6.2.1. from the day you receive the goods,

6.2.2. from the day you receive the last delivery, if your order contains multiple items or parts,

6.2.3. from the day you receive the first delivery, if you have a regular subscription or repeated deliveries.

6.3. In some cases, you cannot withdraw from the contract, for example:

a) If we’ve already completed a service with your prior agreement before the 14-day period ends.
b) If the price depends on market changes we cannot control (e.g., certain financial or commodity fluctuations).
c) If it’s an alcoholic drink that can only be delivered after 30 days and the price depends on market changes.
d) If the goods are custom-made or personalised for you.
e) If the goods are perishable or have been irreversibly mixed with other items after delivery.
f) If repairs or maintenance have been carried out at your request (except for extra repairs or parts you didn’t ask for).
g) If the goods are sealed for hygiene reasons and you’ve opened them (e.g., certain personal care products).
h) If the goods are audio/video recordings or software and you’ve broken the seal.
i) If the goods are newspapers, magazines, or periodicals.
j) If the purchase is for digital content not supplied on a physical medium, provided you agreed to start the download before the 14-day period ended and were informed that this meant giving up your right to withdraw.
k) Any other exceptions listed in Section 1837 of the Czech Civil Code.

6.4. To meet the deadline, you only need to send your withdrawal notice before the 14 period expires.

6.5. You can use our withdrawal form (link below) and send it to our email or postal address shown in these Terms & Conditions. We’ll confirm receipt as soon as we get it.

6.6. After cancelling, you must send the goods back within 14 days. You’ll need to cover the return shipping costs, even if the goods can’t be returned by regular post.

6.7. We’ll refund what you paid (including the delivery costs we originally charged) within 14 days of your withdrawal. We’ll use the same payment method unless we agree otherwise and it doesn’t cost you extra.

6.8. If you chose a more expensive delivery option than our cheapest one, we’ll refund only the amount for the cheapest method.

6.9. We may hold your refund until we’ve received the goods back or you’ve provided proof that you’ve sent them.

6.10. Please return the goods in their original condition—unused, undamaged, and clean. If possible, include the original packaging. You may inspect the goods as you would in a shop, but if they are used beyond that and lose value, we may deduct compensation for the reduced value from your refund.

6.11. We may also withdraw from the contract ourselves if the goods are out of stock, unavailable, or the manufacturer or supplier has stopped producing or importing them. If this happens, we’ll let you know straight away and refund you in full within 14 days.

7. Warranty and Complaints

7.1. We guarantee that your goods are free from defects when you receive them. In particular, this means:

• the goods match the description or any agreed features,
• they are fit for their intended or usual purpose,
• they match the quality or workmanship of any agreed sample,
• they come in the correct quantity, size, or weight,
• they comply with all legal requirements.

7.2. For products we sell, we provide at least the same warranty obligations as the manufacturer. For products where we are also the manufacturer, we take full responsibility ourselves. You can claim defects that appear within 24 months of receiving the goods.

7.3. If a warranty period is stated on the product, packaging, instructions, or advertising, we guarantee the product will be usable for its normal purpose during that period. If you make a valid claim, the warranty period pauses while we handle your complaint.

7.4. The warranty does not cover:

• goods sold at a lower price because of a known defect,
• normal wear and tear from use,
• second-hand goods (for defects corresponding to their condition at sale),
• defects you were aware of before purchase,
• or defects you caused yourself.

7.5. If your product has a defect, you may request:

• a replacement with a new product,
• repair of the product,
• a reasonable discount on the purchase price, or
• cancellation of the purchase (withdrawal from the contract).

7.6. You may withdraw from the purchase if:

• the defect is substantial,
• the same defect keeps reappearing after repair,
• or there are multiple defects at once.

7.7. A substantial defect is one that, had you known about it beforehand, you would not have bought the product.

7.8. For minor defects, you can request either a repair or a reasonable discount.

7.9. If a defect keeps recurring (usually after the third repair for the same issue or the fourth for different ones) or there are multiple defects (three or more at once), you may request a discount, replacement, or withdrawal from the contract.

7.10. When filing a complaint, please let us know which solution you prefer. You can only change your choice later if you first requested a repair that turns out to be impossible.

7.11. If repair or replacement is not possible, you may request a full refund.

7.12. If it is shown that you knew about the defect before purchase, or caused the defect yourself, we are not obligated to honor the complaint.

7.13. Goods sold at a discount cannot be complained about for the reason the discount was given.

7.14. We will confirm in writing when we receive your complaint, what it contains, and which resolution you have chosen. After resolving the complaint, we will confirm in writing how it was handled.

7.15. We will decide on your complaint immediately, or within 3 business days for more complex cases. Complaints, including fixing defects, will be resolved within 30 days unless we agree with you on a longer period. If this deadline is not met, you have the right to withdraw from the contract.

7.16. You will always be informed in writing of the result of your complaint.

7.17. You cannot claim a warranty if you already knew about the defect at purchase or caused it yourself.

7.18. If your complaint is justified, you may also claim reimbursement of reasonable costs related to the complaint if you request it within 1 month after the warranty expires.

7.19. You always have the right to choose which complaint solution you prefer.

7.20. These warranty rights follow the Czech Civil Code and the Consumer Protection Act.

7.21. More details about our complaints process are available in our complaints procedure.

8. Communication

8.1. We and our customers can exchange all written correspondence by email.
8.2. Please send any emails to us at the address listed in these Terms & Conditions. We will send emails to the address you provided in your order or in your customer account.

9. Personal Data

9.1. All information you share with us is treated as confidential. We only use your personal data to process and deliver your order, unless you give us explicit permission for something else.

By law, we may also use your email address to send you updates and offers about similar products you might like. You can unsubscribe at any time—simply by clicking the link in our email, or by letting us know via email or letter. If you don’t want to receive these emails at all, just let us know. We keep your email address for this purpose for up to three years after your last order.

9.2. You’ll find full details about how we protect your data on our Privacy Policy page.

10. Alternative Dispute Resolution

10.1. If a dispute arises from your purchase that we cannot resolve together, you can contact the Czech Trade Inspection Authority (ČOI), which is authorized to handle consumer disputes. Their website is https://adr.coi.cz/cs.
You can also use the official online dispute resolution platform provided by the European Commission: http://ec.europa.eu/consumers/odr.

10.2. The European Consumer Centre Czech Republic (www.evropskyspotrebitel.cz) is the official contact point for cross-border disputes within the EU.

10.3. Our e-shop is not operated under a trade license subject to inspection by the trade licensing office. Compliance with consumer protection laws (Act No. 634/1992 Coll.) is overseen by the Czech Trade Inspection Authority.

11. Final Provisions

11.1. All purchases and agreements are governed by the laws of the Czech Republic. If your order involves an international element, Czech law still applies. This does not affect any consumer rights you are entitled to under the laws of your own country.

11.2. We are not bound by any codes of conduct in the sense of the Civil Code.

11.3. All content on our website (including text, design, photos, videos, graphics, trademarks, and logos) is protected by copyright and belongs to us. You may not copy, modify, or use any part of the website without our permission.

11.4. We are not responsible for problems caused by unauthorized interference with the e-shop or if the website is used in a way it was not intended. Please do not use the website in any way that could disrupt its operation or allow unauthorized access to its software or other components.

11.5. By placing an order, you accept the risk of possible changes in circumstances as defined in the Civil Code.

11.6. The purchase contract, including these Terms & Conditions, is stored electronically by us but is not publicly accessible.

11.7. We may update or change these Terms & Conditions from time to time. Any change will not affect orders that were already placed under the previous version.

11.8. A sample withdrawal form is attached to these Terms & Conditions.

11.9. These Terms & Conditions take effect from September 23, 2024.