---
title: "Terms & conditions"
description: "These are the general terms and conditions of the Gramino online store."
canonical_url: "https://gramino.com/terms-conditions"
last_updated: "2026-10-14"
---

# Terms & conditions

**Gramino s.r.o.**, company ID: 057 69 884, VAT ID: CZ057 69 884, registered office: Frýdecká 424, 739 61 Třinec, Czech Republic, registered in the Commercial Register kept by the Regional Court in Ostrava, file no. C 89654.

The postal address for correspondence and for returned goods is Gramino s.r.o., Frýdecká 424, 739 61 Třinec, Czech Republic. The seller's e-mail address is info@gramino.com. The seller's phone number is +420 792 372 934.  
  
Detailed information on how to return your order using the online form is available in the [Returns](/return-order) section.

## 1. Introductory provisions

1.1. These terms and conditions ("**terms and conditions**") of the Gramino online store at gramino.com, operated by Gramino s.r.o., registered office Frýdecká 424, 739 61 Třinec, Czech Republic, company ID: 057 69 884, registered in the Commercial Register kept by the Regional Court in Ostrava, file no. C 89654 ("**seller**"), govern, in accordance with Czech Act No. 89/2012 Coll., the Civil Code ("**Civil Code**"), Act No. 634/1992 Coll., on Consumer Protection, and other related regulations, the mutual rights and obligations of the contracting parties arising in connection with or on the basis of a purchase contract ("**purchase contract**") concluded between the seller and a consumer, meaning a natural person acting outside the scope of their business activity or independent profession ("**buyer**"), via the seller's online store. The online store is operated by the seller on the website gramino.com ("**website**"), through its web interface ("**store web interface**").

1.2. These terms and conditions are written primarily for purchases made by consumers. Where the buyer is a legal entity or a natural person acting within the scope of their business activity or independent profession, Article 11 applies and modifies these terms and conditions accordingly.

1.3. The seller delivers goods ordered through this online store to the following countries: Austria, Belgium, Bulgaria, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Portugal, Romania, Slovenia, Spain and Sweden. Customers in the Czech Republic, Slovakia and Poland are served by the seller's local stores at gramino.cz, gramino.sk and gramino.pl, which have their own terms and conditions.

1.4. Provisions differing from these terms and conditions may be agreed in the purchase contract. Differing provisions in the purchase contract take precedence over the provisions of these terms and conditions.

1.5. The provisions of these terms and conditions form an integral part of the purchase contract. The purchase contract and these terms and conditions are drawn up in English and the purchase contract is concluded in English. Where the seller publishes these terms and conditions in another language, the English version prevails for purchases made through gramino.com.

1.6. The seller may amend or supplement the wording of these terms and conditions. This does not affect rights and obligations that arose while a previous version was in effect; the version in force at the time the order is sent applies to that order.

## 2. User account

2.1. Based on the buyer's registration on the website, the buyer can access their user interface, from which they can order goods ("**user account**"). The buyer can also order goods without registration directly from the store web interface.

2.2. When registering on the website and ordering goods, the buyer must provide all information correctly and truthfully, and update the information in the user account whenever it changes. The information provided by the buyer in the user account and when ordering goods is considered correct by the seller.

2.3. Access to the user account is secured by a username and password. The buyer must maintain confidentiality regarding the information necessary to access their user account and protect it against misuse. If the buyer believes their access credentials may have been stolen or misused, they must contact the seller without delay. The seller is not liable for misuse of the user account by a third party where the buyer breached this obligation.

2.4. The buyer is not entitled to allow third parties to use the user account.

2.5. The seller may cancel the user account, in particular if the buyer has not used it for more than 365 days — the buyer will however be informed about the inactivity before such a step. The seller may also cancel the user account if the buyer breaches their obligations under the purchase contract (including these terms and conditions).

2.6. The buyer acknowledges that the user account may not be available continuously, in particular with regard to necessary maintenance of the seller's or third parties' hardware and software.

## 3. Conclusion of the purchase contract

3.1. All presentation of goods in the store web interface is of an informative nature and the seller is not obliged to conclude a purchase contract regarding these goods. Section 1732(2) of the Civil Code does not apply.

3.2. The store web interface contains information about the goods, including the prices of individual items. All prices are stated in euros (EUR) and are inclusive of value added tax and all related fees. The price displayed is the same for every delivery country listed in Article 1.3 — the buyer pays the price shown regardless of where the goods are delivered. Because the goods are supplied cross-border to consumers in other EU member states, the rate of value added tax contained in that price depends on the buyer's country of delivery; the rate and amount applied are stated on the invoice. Prices remain valid for as long as they are displayed in the store web interface. This does not limit the seller's ability to conclude a purchase contract on individually agreed terms.

3.3. The store web interface also contains information about the costs of packaging and delivery for each of the delivery countries listed in Article 1.3. The applicable amount for the selected delivery country is displayed in the shopping cart before the order is sent.

3.4. To order goods, the buyer fills in the order form in the store web interface. The order form contains in particular information about:

- 3.4.1. the buyer's identification details — first name, surname, delivery and billing address, e-mail address, phone number;
- 3.4.2. the ordered goods (the buyer "places" the ordered goods into the electronic shopping cart of the store web interface);
- 3.4.3. the requested quantity of goods;
- 3.4.4. the amount and method of payment of the purchase price;
- 3.4.5. the requested method of delivery of the ordered goods, and
- 3.4.6. information about the costs of delivering the goods (together the "**order**").

3.5. Before sending the order to the seller, the buyer can check and change the data entered into the order, also with regard to the buyer's ability to detect and correct errors made when entering data. The buyer sends the order by clicking the "**Order and pay**" button. Sending the order creates the buyer's obligation to pay for the order. The data stated in the order is considered correct by the seller. Immediately after receiving the order, the seller confirms its receipt to the buyer by e-mail to the address stated in the user account or in the order ("**buyer's e-mail address**").

3.6. Depending on the nature of the order (quantity of goods, purchase price, expected shipping costs), the seller is always entitled to ask the buyer for additional confirmation of the order (for example in writing or by phone).

3.7. After the order is delivered, the seller confirms its receipt to the buyer. The confirmation of receipt usually also includes confirmation of the order itself; the seller may also confirm the order separately. The current version of these terms and conditions in PDF format and the model withdrawal form are always attached to the order confirmation. The contractual relationship between the seller and the buyer arises upon delivery of the acceptance of the order, which the seller sends to the buyer's e-mail address.

3.8. The buyer agrees to the use of means of distance communication when concluding the purchase contract. Costs incurred by the buyer when using means of distance communication in connection with concluding the purchase contract (internet connection, phone calls) are borne by the buyer and do not differ from the basic rate.

## 4. Price of goods and payment terms

4.1. Together with the purchase price, which includes value added tax, the buyer must also pay the seller the agreed costs of packaging and delivering the goods. Unless expressly stated otherwise, the purchase price also includes the costs of delivering the goods. The packaging price, if not included in the purchase price, and the delivery costs are always stated separately during the ordering process, and the buyer can review them clearly before concluding the purchase contract. The purchase price becomes binding upon conclusion of the purchase contract.

4.2. The buyer may pay the price of the goods and any delivery costs under the purchase contract in the following ways:

- 4.2.1. by payment card;
- 4.2.2. by online payment through the seller's payment gateway, or
- 4.2.3. by bank transfer to the seller's euro account IBAN CZ95 2010 0000 0022 0153 8412, BIC/SWIFT FIOBCZPPXXX, held with Fio banka, a.s. ("**seller's account**").

The payment methods available for the selected delivery country are displayed in the shopping cart before the order is sent. Payments are accepted in euros; any conversion or transfer fees charged by the buyer's own bank or card issuer are borne by the buyer.

4.3. Payments of the purchase price are considered made at the moment they are credited to the seller's account.

4.4. The seller does not require a deposit or other similar payment from the buyer. This does not affect Article 4.6 regarding the obligation to pay the purchase price in advance.

4.5. The purchase price is payable within 7 days of concluding the purchase contract.

4.6. When paying by bank transfer, the buyer must state the payment reference given in the order confirmation. The seller is entitled, especially if the buyer does not additionally confirm the order, to require payment of the full purchase price before the goods are dispatched. Section 2119(1) of the Civil Code does not apply.

4.7. Ownership of the goods passes to the buyer once the full purchase price (including the costs referred to in Article 4.1) has been paid, but no earlier than the moment the goods are handed over to the buyer.

4.8. Any discounts on the price of goods granted by the seller cannot be combined.

4.9. The seller issues the buyer a tax document (invoice) for payments made under the purchase contract. The seller is registered for value added tax in the Czech Republic under VAT ID CZ057 69 884 and accounts for value added tax on cross-border sales of goods to consumers in other EU member states under the One Stop Shop scheme. The seller issues the invoice after the price of the goods is paid and sends it electronically to the buyer's e-mail address.

## 5. Withdrawal from the purchase contract

5.1. The buyer acknowledges that, pursuant to Section 1837 of the Civil Code, it is not possible to withdraw from a purchase contract for the delivery of goods that, among other things:

- 5.1.1. were manufactured according to the consumer's requirements or adapted to their personal needs,
- 5.1.2. are perishable or have a short shelf life, as well as goods that, due to their nature, were irreversibly mixed with other goods after delivery, or
- 5.1.3. are sealed in packaging that cannot suitably be returned for health or hygiene reasons once the consumer has broken the seal.

5.2. Unless it is a case referred to in Article 5.1 or another case where withdrawal from the purchase contract is not possible, the buyer has the right to withdraw from the purchase contract within thirty (30) days of receiving the goods, without giving any reason. This period is longer than the fourteen (14) days required by Section 1829(1) of the Civil Code; the seller grants the additional sixteen (16) days contractually, and all provisions of this Article 5 apply to the full thirty-day period. Where the purchase contract covers several kinds of goods or delivery in several parts, this period runs from the day of receipt of the last delivery. If goods are delivered regularly, the withdrawal period is counted from the delivery of the first shipment. The withdrawal must be sent to the seller within that period. The buyer may withdraw from the purchase contract by any unambiguous statement made to the seller, for example by post to Gramino s.r.o., Frýdecká 424, 739 61 Třinec, Czech Republic, or electronically to info@gramino.com. The buyer may use the online form in the [Returns](/return-order) section or the model withdrawal form attached to the order confirmation, but is not obliged to do so. The buyer is advised to include information clearly identifying the purchase contract, ideally the order number and date, the date of receipt of the goods and a bank account number (IBAN) for the refund.

5.3. In the event of withdrawal pursuant to Article 5, the purchase contract is cancelled from the outset. The goods must be returned to the seller at Gramino s.r.o., Frýdecká 424, 739 61 Třinec, Czech Republic, without undue delay, at the latest within fourteen (14) days of the withdrawal being delivered to the seller. If the buyer withdraws, the buyer bears the direct costs of returning the goods, including where the goods cannot, due to their nature, be returned by ordinary post. Because the goods are returned to the Czech Republic, these costs depend on the buyer's country and on the carrier chosen by the buyer.

5.4. In the event of withdrawal pursuant to Article 5, the seller will return the funds received from the buyer without undue delay, at the latest within fourteen (14) days of the buyer's withdrawal, in the same way the seller received them. The seller may also return the performance already when the goods are returned by the buyer or in another way, provided the buyer agrees and incurs no additional costs. If the buyer withdraws, the seller is not obliged to return the funds before the buyer returns the goods or proves that they have dispatched them to the seller.

5.5. Together with the purchase price, the seller returns the delivery costs paid by the buyer, in the amount corresponding to the cheapest method of delivery offered by the seller for the relevant order.

5.6. The buyer may try the goods out, but only in a way that lets them become acquainted with their nature, properties and functionality, similarly to what they would do in a brick-and-mortar shop. The buyer is liable to the seller for any reduction in the value of the goods caused by handling them in a way other than necessary given their nature and properties, and the seller may return an amount reduced by what it costs to restore the goods to their original condition so they can be sold to another customer. The seller may set off the claim for damage to the goods against the buyer's claim for a refund of the purchase price.

5.7. The seller is entitled to withdraw from the purchase contract at any time until the buyer takes over the goods, if the ordered goods are no longer available, if the price or description of the goods was displayed with an obvious error, or if there is reasonable suspicion that the order was placed abusively or fraudulently. In such a case, the seller informs the buyer without delay and refunds the purchase price and any delivery costs already paid, without undue delay, by transfer to an account designated by the buyer.

5.8. If a gift is provided together with the goods, the gift contract between the seller and the buyer is concluded with the condition subsequent that if the buyer withdraws from the purchase contract, the gift contract ceases to be effective with respect to the gift and the buyer must return the gift together with the goods.

## 6. Transport and delivery

6.1. The goods are delivered to the delivery place specified by the buyer in the order, within the countries listed in Article 1.3. The buyer may also choose a delivery place other than their home address; in that case they state this place in the order form. If the seller is obliged under the purchase contract to deliver the goods to the place specified by the buyer in the order, the buyer must take over the goods upon delivery.

6.2. The seller confirms the place and date of delivery to the buyer in the order confirmation.

6.3. If the transport method is agreed at the buyer's special request, the buyer bears the risk and any additional costs associated with that method.

6.4. For goods in stock, the usual delivery period is 2 to 7 business days depending on the delivery country; the estimate for the selected country is displayed in the shopping cart and in the Shipping & payment section. If the goods are not in stock, the delivery period may be up to 30 days, unless the seller agrees otherwise with the buyer, of which the buyer will be notified by electronic communication when the seller confirms the order or without undue delay afterwards. If the seller does not deliver the goods within 30 days and no other delivery period was agreed, the buyer has the right to withdraw from the contract and the seller must refund the purchase price paid, including any shipping costs already paid.

6.5. The goods are delivered in the following ways:

- 6.5.1. via a contracted carrier;
- 6.5.2. via a postal operator ("**by post**");
- 6.5.3. in other ways stated on the website.

6.6. If, for reasons on the buyer's side, the goods must be delivered repeatedly or in a way other than stated in the order, the buyer must pay the costs of the repeated delivery or of the different delivery method.

6.7. Upon receiving the goods from the carrier, the buyer is advised to check that the packaging is intact and to notify the carrier immediately of any defects. If the packaging shows signs of unauthorised opening, the buyer need not accept the shipment from the carrier. Failure to carry out this check does not affect the buyer's rights from defective performance.

6.8. The goods are delivered in the manufacturer's standard packaging. Where the nature of the ordered goods requires it, instructions are supplied with the goods.

6.9. The risk of damage to the goods passes to the buyer at the moment of receipt, or at the moment the buyer was obliged to take over the goods but failed to do so contrary to the contract.

6.10. If the buyer fails, in breach of the purchase contract, to take over the goods, the seller is entitled to reimbursement of the costs it actually incurred in connection with the unsuccessful delivery and the return of the goods, in the amount charged to the seller by the carrier. The seller will document these costs at the buyer's request and may set the resulting claim off against the buyer's claim for a refund of the purchase price. This does not affect the buyer's right to withdraw from the purchase contract under Article 5, nor the seller's obligation under Article 5.5 to refund the delivery costs paid by the buyer in the event of such withdrawal.

6.11. Further rights and obligations of the parties regarding transport of the goods may be governed by the seller's special delivery terms, if issued.

## 7. Rights from defective performance

7.1. The rights and obligations of the contracting parties regarding rights from defective performance are governed by the seller's [Complaints policy](/complaints-policy) and by the applicable law.

7.2. The buyer may assert a defect that appears in the goods within two (2) years of receipt. The Complaints policy sets out how to make a claim, including the address and e-mail to use.

## 8. Other rights and obligations of the contracting parties

8.1. The seller is not bound by any codes of conduct in relation to the buyer within the meaning of Section 1826(1)(e) of the Civil Code.

8.2. Complaints are handled by the seller via the e-mail address info@gramino.com. The seller will send information about the handling of the buyer's complaint to the buyer's e-mail address.

8.3. The Czech Trade Inspection Authority (Česká obchodní inspekce), ADR department, Gorazdova 1969/24, 120 00 Prague 2, Czech Republic, ID: 000 20 869, website [adr.coi.cz](https://adr.coi.cz), is competent for out-of-court settlement of consumer disputes arising from the purchase contract.

8.4. A buyer resident in another EU member state may also seek free assistance and information from the European Consumer Centre in their country, which is part of the European Consumer Centres Network (ECC-Net). Contact details for the network are available on the European Commission's website. The buyer may also contact an alternative dispute resolution entity recognised in their own country of residence.

8.5. The seller is authorised to sell goods on the basis of a trade licence. Trade inspection is carried out by the competent Czech trade licensing office within its jurisdiction. Supervision of personal data protection is exercised by the Czech Office for Personal Data Protection (Úřad pro ochranu osobních údajů). The Czech Trade Inspection Authority supervises, within a defined scope, compliance with Act No. 634/1992 Coll., on Consumer Protection, as amended.

## 9. Delivery of communications

9.1. Communications may be delivered to the buyer at the e-mail address stated in their user account or provided in the order. Communications may be delivered to the seller at info@gramino.com or at Gramino s.r.o., Frýdecká 424, 739 61 Třinec, Czech Republic.

## 10. Final provisions

10.1. The relationship established by the purchase contract is governed by Czech law. This choice of law does not deprive the buyer of the protection afforded by those provisions of the law of the country of their habitual residence which cannot be derogated from by agreement, in accordance with Article 6 of Regulation (EC) No 593/2008 (Rome I). The buyer may bring proceedings against the seller either before the Czech courts or before the courts of the member state in which the buyer is domiciled; the seller may bring proceedings against the buyer only before the courts of the member state in which the buyer is domiciled, in accordance with Regulation (EU) No 1215/2012 (Brussels I bis).

10.2. The seller processes some of the buyer's personal data. Which data, why, for how long and how the seller protects it can be found in the [Privacy policy](/privacy-policy), which also contains information about cookies.

10.3. If any provision of these terms and conditions is or becomes invalid or ineffective, it will be replaced by a provision whose meaning is as close as possible to the invalid one. The invalidity or ineffectiveness of one provision does not affect the validity of the others. Changes and amendments to the purchase contract or these terms and conditions require written form; written form also includes communication by e-mail.

10.4. The purchase contract, including the terms and conditions, is archived by the seller in electronic form and is accessible upon request sent to info@gramino.com.

10.5. All rights to the online store and the website, in particular copyright to the content, including page layout, photos, videos, graphics, trademarks, logos and other content and elements, belong to the seller. It is prohibited to copy, modify or otherwise use the e-shop or any part of it without the seller's consent.

10.6. The seller is not liable for errors caused by third-party interference with the online store or website, or by their use contrary to their purpose. When using the online store and website, the buyer must not use procedures that could adversely affect their operation, and must not carry out any activity that could enable the buyer or third parties to interfere with or make unauthorised use of the software or other components that make up the online store and website, or use them or any part of them in a way contrary to their purpose.

## 11. Business customers (B2B)

11.1. This Article applies where the buyer is a legal entity or a natural person acting within the scope of their business activity or independent profession ("**business buyer**"). A buyer is treated as a business buyer if they state a company identification number or a VAT identification number in the order. Where this Article conflicts with any other provision of these terms and conditions, this Article prevails for business buyers.

11.2. The following provisions do not apply to a business buyer: Article 5 (withdrawal from the purchase contract), Article 7.2, Articles 8.3 and 8.4 (out-of-court settlement of consumer disputes) and the second sentence of Article 10.1. A business buyer therefore has no right to withdraw from the purchase contract within a set period without giving a reason; goods may be returned only with the seller's prior consent and on the terms agreed in each individual case.

11.3. If the business buyer states a VAT identification number that the seller can verify as valid in the VIES system and the goods are dispatched to another EU member state, the supply is treated as an exempt intra-Community supply of goods and the business buyer accounts for value added tax in its own member state. If no valid VAT identification number is provided, or it cannot be verified, the seller charges Czech value added tax. The business buyer must notify the seller without delay of any change to its tax details and is liable for any damage caused to the seller by incorrect or outdated details.

11.4. The rights of a business buyer from defective performance are governed by Sections 2099 to 2117 of the Civil Code. The business buyer must inspect the goods as soon as possible after delivery and notify the seller of any apparent defect without undue delay, at the latest within three (3) business days of receipt. A defect that could not have been detected by such an inspection must be notified without undue delay after the business buyer could have discovered it with due care, at the latest within two (2) years of delivery.

11.5. Delivery periods stated to a business buyer are indicative. The risk of damage to the goods passes to the business buyer at the moment the goods are handed over to the first carrier.

11.6. Ownership of the goods passes to the business buyer only once the full purchase price has been paid. Until then, the business buyer must not encumber the goods or transfer them to a third party.

11.7. In the event of late payment, the seller is entitled to statutory default interest and to reimbursement of the costs of recovering the debt. The seller's liability for damage towards a business buyer is limited to the purchase price of the goods concerned, and the seller is not liable for lost profit or indirect damage. This limitation does not apply to damage caused intentionally or by gross negligence, or to damage to a person's natural rights.

11.8. The purchase contract with a business buyer is governed by Czech law, to the exclusion of the United Nations Convention on Contracts for the International Sale of Goods. The courts of the Czech Republic have jurisdiction, the locally competent court being the court in whose district the seller has its registered office.

In Třinec, 11 September 2026

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