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Terms and conditions

A. DEFINITIONS

General Terms and Conditions

The GTC form an integral part of the purchase contract concluded between OXALIS, spol. s r. o., as the seller, and the customer, as the buyer, when goods are sold through the OXALIS online store at www.oxalis.cz. The purchase contract is concluded exclusively in the Czech language within the Czech version of the website.
Seller and Operator of the OXALIS Online Store

The seller and operator of the OXALIS online store at www.oxalis.cz (hereinafter the “OXALIS Online Store”) is OXALIS, spol. s r. o. (hereinafter the “Seller”).

These General Terms and Conditions (hereinafter referred to as the “GTC”) govern the rights and obligations of the contracting parties arising in connection with the use of the OXALIS online store at www.oxalis.cz.

  • Company name: OXALIS, spol. s r. o.
  • Registered office: K Teplinám 663, Slušovice, Postal Code 763 15
  • Company ID: 49435281
  • VAT ID: CZ49435281
  • Registered in the Commercial Register maintained by the Regional Court in Brno, Section C, File 11904/KSBR

Contact Details

Customer Service:

Tel.: +420 577 127 123, +420 577 127 127
E-mail: [email protected]

Orders and Invoicing:

Tel.: +420 577 127 114
E-mail: [email protected] / [email protected]

Complaints:

Tel.: +420 577 127 114
E-mail: [email protected]
Business hours: 7:30 a.m. – 4:00 p.m.

Customer

A customer of the OXALIS Online Store is a user who is either a consumer or a trader. A consumer is a natural person who, when concluding a purchase contract, does not act within the scope of his or her business or other entrepreneurial activity, or within the scope of the independent exercise of his or her profession (hereinafter the “Consumer”).

B. ORDER AND CONCLUSION OF THE PURCHASE CONTRACT

All orders placed through the OXALIS Online Store are binding. By submitting an order, the customer confirms that he/she has read these Terms and Conditions as well as the Complaints Procedure, and that he/she agrees with them.
If the customer is a consumer, the purchase contract is concluded upon the submission of the order by the customer and its acceptance by the seller. The seller shall immediately confirm receipt of the order to the buyer by means of an informational e-mail sent to the e-mail address provided by the customer.
The purchase contract (including the agreed price) may be amended or cancelled only by agreement of both contracting parties, on the grounds specified in these Terms and Conditions, or for statutory reasons.
If the customer is an entrepreneur, the order submitted by the entrepreneur constitutes a proposal to conclude a purchase contract, and the purchase contract is concluded at the moment the seller delivers binding confirmation of the acceptance of the order to the entrepreneurial customer.
A condition for the validity of an electronic order is the completion of all data and details required by the form.
In the case of a consumer customer, the place of delivery of the goods is the address specified by the customer in the order form.
Ownership rights to the goods pass to the customer upon acceptance of the goods and payment of the purchase price.
The overall value of goods per order must exceed 1000 €. For orders below 1000 €, a processing fee of 100 € shall be charged.
The minimum purchase quantity of each tea in the catalogue is equal to the packaging of teas stipulated in the catalogue, i.e. 0.5 kg, 1 kg, or 250 g in case of bulky teas. In pre-packed teas - Oxabag, BonThe - the minimum is one pack.
Oxalis can provide unique customised blends. The minimum purchase quantity for a custom blend is 100 kg. It is possible to conclude a contract for an agreed period, quantity and price of tea/coffee. The minimum quantity for a contracted item shall be 100 kg.

Prices and Discounts

All prices for consumer customers in the OXALIS Online Store are final, inclusive of VAT. Business customers see prices exclusive of VAT. All prices, including promotional prices and offers, remain valid until revoked or until stock is sold out. The Seller shall ensure the timeliness of the published offer without undue delay. Discounts on goods offered in promotions, special offers, and any personal discounts may not be combined or accumulated, unless expressly stated otherwise.
Prices are understood as ex supplier’s warehouse. The purchase price does not include the cost of delivery, unless otherwise specified. The shipping fee shall be added to the price of the consignment according to the valid tariffs of courier services. Cash-on-delivery payments are subject to a fee in accordance with the current price list of the carrier; online card payments are free of charge.
If the Buyer is in default with payment and subsequently places a new order, the Seller reserves the right to fulfil, accept, and dispatch such Buyer’s order only upon full settlement of the overdue amount.
Oxalis shall grant a discount of 3% for prepayments complying with MOQ. No pre-payment discount shall be applied for orders below MOQ.
For items listed in the OXALIS Online Store under the section “CHOCOLATE” as well as packaging materials, no contractual discounts or rebates apply.
For items marked as “clearance sale,” no contractual discounts or rebates apply.
If the Buyer is in default with payment of the purchase price, he/she is obliged to pay the Seller a contractual penalty of 0.05% of the outstanding amount for each day of delay. Payment of the contractual penalty does not affect the Seller’s right to claim damages.

Order Cancellation

The customer may cancel an order by e-mail or by telephone within twenty-four (24) hours of placing the order. The condition for cancellation of the order is the provision of the order number and contact details. Cancellation of the order shall be confirmed to the customer by an informational e-mail sent to the e-mail address provided by the customer in the registration form or in the order form.
The Seller may withdraw from the purchase contract within twenty-four (24) hours of receipt of the consumer customer’s order / confirmation of the entrepreneurial customer’s order in the following cases:
  1. the ordered goods are not in stock, are no longer manufactured, or are otherwise unavailable;
  2. in the case of ordered goods not in stock at the supplier, the price has significantly increased on the part of the manufacturer;
  3. the ordered goods – of the same type or model – have been subject to long-term complaints due to defects.
In all of the above cases, the Seller shall contact the customer with an alternative offer of similar goods.
The Seller is also entitled to withdraw from the purchase contract (cancel the order) if there is reasonable suspicion that the customer, or a person using the customer’s account or data, has misused or attempted to misuse the bonus programme or any other bonus programme (in particular in cases of suspected unauthorized use of benefits by the same person under a different identity or a different telephone number/e-mail, etc.). For the same reasons, the Seller is also entitled to block the customer’s account or identification data.
If the purchase contract is terminated (the order cancelled) or the customer’s account or data blocked pursuant to this clause, the customer may contact the Seller at [email protected] in order to discuss further steps, including possible restoration of the account, order, etc. In such cases, the Seller is also entitled to contact the customer directly in order to verify the customer’s identity or the data provided during registration.
The costs of using remote communication means (internet, telephone, etc.) for the purpose of placing an order are at the usual rates and fully dependent on the tariff of the telecommunications services used by the customer.

C. DELIVERY CONDITIONS

After receiving a written binding order from a Purchaser, the Seller shall confirm receipt of the same within 4 working days and inform the Purchaser about the intended dispatch/delivery time. The time for preparing orders might vary and can take up to 2-4 weeks, depending on the volume of an order, availability of components and other unexpected factors. The delivery time for orders exceeding 2 tons of tea/coffee shall be agreed upon individually.
The customer is informed of the postage and cash-on-delivery fee during the ordering process in the online store.
The Carrier shall contact the customer by e-mail or SMS regarding the delivery date. In the event of unsuccessful delivery, the consignment shall be returned to the Seller.

The customer acknowledges that:

  1. The ordered goods are dispatched via the Carrier, who is responsible for the actual delivery of the goods.
  2. The ordered goods are usually dispatched within 4 (four) business days of receipt of the order, provided the goods are in stock. The customer is always informed by e-mail of the dispatch of the goods. If the ordered goods are not in stock, the customer shall be contacted by e-mail and the next steps proposed (e.g., alternative fulfilment, extension of the delivery period). In such a case, the customer also has the right to withdraw from the contract. Exceptionally, delivery periods may be extended (e.g., due to public holidays), of which customers are informed during the order process.
  3. Transportation, the method of delivery, the method of notification of delivery, as well as the time and place of acceptance of the consignment, are carried out in accordance with the Carrier’s terms and conditions.
  4. The tax document (invoice) is sent by e-mail and serves as the warranty certificate.
  5. If the customer does not collect the goods at the delivery address provided and the goods are returned to the Seller, the Seller is entitled to withdraw from the contract. In such a case, the Seller is entitled to offset the amount corresponding to the costs incurred by the customer for the delivery of the goods against compensation for damages suffered by the Seller as a result of the customer’s failure to accept the goods (this provision does not affect the Seller’s right to claim damages exceeding the cost of delivery of the goods). With the customer’s consent, the Seller shall re-deliver the goods to the customer, but only at the customer’s expense and after receipt of payment of such costs. This applies even in cases where the first delivery attempt was free of charge (e.g., promotional free delivery).
If the arranged delivery time cannot be adhered to by the Seller or a supplier to us as a result of circumstances beyond our control, the delivery time will be extended accordingly. We undertake to inform the Purchaser of any such instance without delay.
Receipt and dispatch of the order are confirmed to the customer by means of an informational e-mail sent to the e-mail address specified by the customer.

Methods of Payment:

  • Online Card Payment – available only for retail customers using VISA, VISA Electron, Maestro, or MasterCard.
  • GP WEBPAY – secure payment via payment gateway.
The customer is obliged to accept the goods within the period specified in the purchase contract, or otherwise determined or agreed with the Seller.
New customers are requested to pay in advance via bank transfer at least first 3 orders.  Further terms are subject to mutual agreement.

D. COMPLAINTS AND WARRANTY OF GOODS

  1. Any complaints shall be handled in accordance with the Complaints Procedure of the OXALIS Online Store and the laws of the Czech Republic.
  2. The goods are subject to a warranty period appropriate to the nature of the goods. The warranty period is stated on the product packaging; if no warranty is stated on the product packaging, the warranty period shall be twenty-four (24) months.
  3. The customer acknowledges that, given the nature of the goods sold (such as chocolate products, kombucha, etc.), the goods must be stored at the temperatures specified on the product packaging.
  4. Where the customer is a consumer, complaints are governed not only by Act No. 89/2012 Coll., the Civil Code, but also by Act No. 634/1992 Coll., on Consumer Protection, taking into account the specifications set forth in the Complaints Procedure.

E. WITHDRAWAL FROM THE PURCHASE CONTRACT (RETURN OF GOODS)

The Buyer may withdraw from the contract within thirty (30) days of taking delivery of the goods or the last part of the delivery, regardless of the method of delivery of the goods or the method of payment. This period is intended to allow the Buyer to examine the nature, properties, and functionality of the goods to a reasonable extent.
The Buyer is also entitled to withdraw from the contract at any time prior to the delivery of the goods.
The withdrawal from the contract must be sent or delivered to the Seller within the thirty-day period. The Buyer is not obliged to state the reason for withdrawal. To facilitate communication, it is appropriate to indicate the date of purchase and the order or invoice/sales document number, bank account details, and the chosen method of returning the goods and settlement.
The Buyer is obliged to send or deliver the purchased goods to the Seller within fourteen (14) days of withdrawal from the contract. The Seller is obliged to refund the Buyer an amount corresponding to the price of the goods and the costs paid, in the same manner in which payment was received from the Buyer, immediately after receiving the returned goods or upon the Buyer proving that the goods were sent back, whichever occurs first. Goods should be returned to the Seller (not by cash on delivery) complete, preferably in the original packaging, and must not show signs of wear or damage. The costs of returning the goods are borne by the Buyer.
If the returned goods are damaged due to the Buyer’s breach of obligations, the Seller is entitled to claim compensation for the reduced value of the goods and to offset it against the refunded amount.

Exceptions:

  1. The right of withdrawal cannot be exercised for contracts for the supply of goods modified according to the consumer’s wishes.
  2. The right of withdrawal cannot be exercised for contracts for the supply of foodstuffs and goods subject to rapid spoilage.
If the Seller faces insurmountable obstacles not caused by him, preventing the fulfilment of his obligations towards the Buyer, the Seller is entitled to unilaterally withdraw from the contract in writing and is obliged to immediately return the purchase price to the Buyer, if already paid. The Seller shall not be liable to the Buyer for non-performance of obligations under the concluded contract, nor for damages caused by such non-performance, if such non-performance is due to unforeseeable and unavoidable events beyond the Seller’s control.

F. PERSONAL DATA PROTECTION

OXALIS processes the personal data of all its customers in compliance with applicable legal regulations, in particular with Regulation (EU) No. 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, repealing Directive 95/46/EC, and with Act No. 480/2004 Coll., on Certain Information Society Services, as amended. More information regarding the processing and protection of personal data can be found here.

Marketing Communication

We may also use your e-mail address to send you information about products, news, discounts, and events in our online store, on the basis of legitimate interest. We do so in order to provide you with as many opportunities as possible to purchase goods that will bring you satisfaction.
If you do not wish to receive such communication, you may unsubscribe at any time by using the link in the footer of any e-mail. Please note that if you place a new order at www.oxalis.cz, your e-mail address may be re-entered into the database, and you may begin receiving marketing communication again. In this case, we kindly ask for your understanding. This is a software issue, and we are working to resolve it. Please notify us of any such shortcoming at [email protected].

G. OUT-OF-COURT DISPUTE RESOLUTION

In the event of a dispute arising from the purchase contract between the Consumer and the Seller which cannot be resolved by mutual agreement, the Consumer may submit a proposal for out-of-court settlement of such a dispute to the body responsible for alternative dispute resolution, namely:
Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Štěpánská 15
120 00 Prague 2
E-mail: [email protected]
Website: adr.coi.cz
The Consumer may also use the online dispute resolution platform established by the European Commission, available at: http://ec.europa.eu/consumers/odr/.

H. FINAL PROVISIONS

  1. The Complaints Procedure forms an integral part of these Terms and Conditions. These Terms and Conditions and the Complaints Procedure are also available on the website of the OXALIS Online Store at www.oxalis.cz. Their valid and effective wording is available for download, thereby enabling the customer to archive and reproduce them.
  2. By submitting an electronic order, the customer unconditionally accepts all provisions of the Terms and Conditions in the wording valid and effective on the date of submission of the order.
  3. The Seller reserves the right to unilaterally amend these GTC. The Seller is obliged to publish the full text of the valid GTC on the website of the OXALIS Online Store.
  4. All legal relationships arising in connection with the purchase contract or the use of the OXALIS Online Store at www.oxalis.cz shall be governed by the laws of the Czech Republic, and any disputes arising out of such legal relationships shall be resolved by Czech courts.
  5. Any requests, suggestions, or complaints from customers shall be accepted by the Seller at the electronic or postal address provided in Part A of these GTC under “Contact Details.”
  6. The supervisory authority to which the Seller’s business activities are subject is the Czech Trade Inspection Authority, Inspectorate for the Central Bohemian Region and the Capital City of Prague, Štěpánská 567/15, Prague 2, 120 00.
These Terms and Conditions enter into force and effect on 1 October 2025.

COMPLAINTS PROCEDURE

Where the customer is a consumer, complaints are governed by Act No. 89/2012 Coll., the Civil Code (hereinafter the “Civil Code”), and Act No. 634/1992 Coll., on Consumer Protection, taking into account the specifications contained in this Complaints Procedure.
Where the customer is an entrepreneur, the Seller’s liability for defective performance is governed by the Civil Code.
All complaints shall be submitted to the following e-mail address: [email protected]

Address for returning claimed goods:

OXALIS spol. s r. o.
Dispatch Warehouse
Tečovice 352
763 02 Zlín 4 – Malenovice

Customer’s Obligations

If the goods show visible signs of damage at the time of delivery, the customer is entitled to refuse acceptance of the goods. Upon acceptance, the customer is obliged to inspect the delivered goods and inform the Seller of any defects by telephone or at the e-mail address [email protected].
For proper processing of a complaint, the customer is obliged to deliver the claimed goods to the Seller by post (as a business parcel), or in person, to the addresses listed above. Claimed goods cannot be sent cash on delivery. When lodging a complaint, the customer must provide a brief description of the defect.

Seller’s Obligations

Complaints, including rectification of the defect, shall be handled without undue delay, no later than thirty (30) days from the date the complaint was lodged, unless the Seller and the customer agree otherwise.

Customer’s Rights Arising from Defective Performance

In the event of a defect in the goods, the customer shall have the rights arising from defective performance within the meaning of Section 2161 et seq. of the Civil Code.
For selected goods, the Seller provides the customer with a guarantee that the goods are free from defects upon acceptance. Unless otherwise stated below, the provisions of Section 2161 et seq. of the Civil Code shall apply analogously to the creation, content, and process of exercising warranty rights.
The warranty period begins on the day the goods are received by the customer. The length of the warranty period is specified on the packaging of the goods. If no warranty (warranty period) is stated on the packaging, the Seller does not provide a warranty, and the customer has rights arising from defective performance under Section 2161 et seq. of the Civil Code.
The warranty does not cover defects caused by improper or careless handling or by normal wear and tear. The right to claim warranty rights shall also lapse in the following cases:
  1. The warranty period expired prior to the lodging of the complaint.
  2. The defect was caused by inappropriate use of the goods.
  3. The defect was caused by failure to comply with the manufacturer’s instructions.
  4. The defect was caused by unprofessional installation, handling, operation, manipulation, or neglect of care of the goods.
  5. The defect was caused by unauthorized interference with the goods or modifications without the manufacturer’s consent.
  6. The goods were damaged by natural elements.

In the event of a justified complaint, the customer is entitled to reimbursement of the costs of delivering the claimed goods to the Seller, in the form of postage in the necessary amount. The contracting parties agree that the Seller shall reimburse the customer for reasonably incurred costs of delivering the claimed goods to the Seller only on the basis of a tax document proving the actual amount of such costs.
When a new item is supplied, the customer shall return the originally delivered item to the Seller at the Seller’s expense.
In the event of termination of the contract due to a justified complaint of goods that were paid in whole or in part using a bonus voucher, the customer shall be credited with a new bonus corresponding to the amount used from the voucher for payment of the legitimately claimed goods.
In the event of an unjustified complaint, the customer shall not be entitled to reimbursement of costs incurred in connection with the processing of the complaint, and likewise, the Seller shall not be entitled to reimbursement of costs incurred on his part.
This Complaints Procedure enters into force and effect on 1 October 2025

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