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TERMS AND CONDITIONS
Effective from 6 October 2026
I. General Provisions
These Terms and Conditions are issued in accordance with Section 1751 et seq. of Act No. 89/2012 Coll., the Czech Civil Code, as amended.
Seller:
Ing. Růžena Jeleneková
Business ID No.: 66922933
Registered office: Sedmikrásková 833/1, 103 00 Prague – Kolovraty, Czech Republic
Registered in the Czech Trade Licensing Register
E-mail: info@familyfriendlyprague.com
Phone: +420 724 214 774
Website: www.familyfriendlyprague.com
Online store: eshop.familyfriendlyprague.comhereinafter referred to as the “Seller”.
These Terms and Conditions govern the rights and obligations arising between the Seller and any person purchasing goods through the Seller’s online store (the “Buyer”).
Where the Buyer is a natural person acting outside their business, trade or professional activity, the Buyer is considered a consumer. Provisions of these Terms and Conditions relating specifically to consumer rights apply only to consumers.
These Terms and Conditions form an integral part of the purchase agreement concluded between the Seller and the Buyer. Any individually agreed terms in the purchase agreement take precedence over these Terms and Conditions.
Purchase agreements through the English-language Online Store are concluded in English.
The Online Store sells and delivers goods exclusively to addresses within the European Union. The countries to which delivery is currently available are shown during checkout.
The contractual relationship is governed by the laws of the Czech Republic. If the Buyer is a consumer residing in another EU Member State, this choice of law does not deprive the consumer of any mandatory protection granted by the law that would otherwise apply in their country of habitual residence.
II. Products and Prices
Information about individual products, including their main characteristics and current prices, is provided on the relevant product pages in the Online Store.
The prices displayed in the Online Store are final prices unless expressly stated otherwise. Any applicable taxes, charges and additional costs are shown to the Buyer before the order is submitted.
Delivery charges are not included in the product price unless expressly stated otherwise. Available delivery methods and their prices are displayed during checkout.
Product prices remain valid for as long as they are displayed in the Online Store. This does not prevent the Seller and the Buyer from agreeing on individual terms.
Product presentations in the Online Store are for information purposes and do not constitute an unconditional obligation on the Seller to conclude a purchase agreement.
Discounts, promotional codes and other special offers cannot be combined unless expressly stated otherwise.
III. Orders and Conclusion of the Purchase Agreement
The Buyer places an order through the Online Store or by another method expressly offered by the Seller.
When placing an order, the Buyer selects the products, quantity, delivery method and payment method.
Before submitting the order, the Buyer has the opportunity to review and correct the information entered in the order.
The Buyer submits the order by clicking the final order button clearly indicating that placing the order creates an obligation to pay.
By submitting the order, the Buyer confirms that they have had the opportunity to read and agree to these Terms and Conditions.
The Buyer is responsible for providing complete and accurate information, particularly contact details, billing details and the delivery address.
After receiving the order, the Seller will send confirmation of receipt to the e-mail address provided by the Buyer.
Unless expressly stated otherwise during checkout, the purchase agreement is concluded when the Seller accepts the Buyer’s order and confirms its acceptance electronically.
If the Seller is unable to fulfil an order as submitted, the Seller may contact the Buyer with an amended offer. A purchase agreement based on such amended offer is concluded only if the Buyer accepts it.
The Buyer may request cancellation of an order before the purchase agreement has been concluded by contacting the Seller at info@familyfriendlyprague.com.
If an obviously incorrect price is displayed due to a technical, typographical or other evident error, the Seller is not obliged to supply the goods at that obviously incorrect price. The Seller will inform the Buyer without undue delay and may offer the goods at the correct price. If the Buyer does not accept the corrected price, the order will be cancelled and any payment already made will be refunded.
IV. Customer Account
If customer accounts are available, the Buyer may create an account and use it to manage orders and other functions offered by the Online Store.
The Buyer must provide accurate and up-to-date information when creating an account and when placing an order.
Access to the customer account is protected by login credentials. The Buyer is responsible for keeping these credentials confidential.
The Buyer must not allow unauthorised third parties to use their customer account.
The Seller may suspend or cancel a customer account, particularly if the Buyer breaches these Terms and Conditions or misuses the Online Store.
The Seller does not guarantee uninterrupted availability of customer accounts, particularly during maintenance, technical outages or maintenance of systems operated by third parties.
V. Payment and Delivery
The Buyer may pay for an order using the payment methods currently offered during checkout.
The available payment methods and any associated charges are displayed before the Buyer submits the order.
The Seller delivers goods only within the European Union.
The countries to which delivery is currently available, the available delivery methods and delivery charges are displayed during checkout.
Delivery times may vary depending on the destination country, product availability and selected delivery method. Any estimated delivery time displayed in the Online Store is indicative unless expressly stated otherwise.
The Buyer must pay the purchase price together with any agreed delivery charges.
For electronic payments, the Buyer follows the instructions of the relevant payment service provider.
Where payment by bank transfer is offered, payment is considered completed when the corresponding amount is credited to the Seller’s bank account.
The Buyer is responsible for providing a complete and correct delivery address and for accepting the parcel.
If repeated delivery or another delivery method becomes necessary for reasons attributable to the Buyer, the Buyer may be required to pay reasonable additional costs incurred as a result.
When receiving a parcel, the Buyer should check whether the packaging is visibly damaged. Any obvious transport damage should be reported to the carrier as soon as reasonably possible. Failure to report damage to the carrier does not affect the Buyer’s statutory rights against the Seller.
Unless the Buyer arranged their own carrier independently and the Seller did not offer that carrier, the risk of loss of or damage to the goods passes to a consumer when the consumer, or a third party designated by the consumer other than the carrier, receives the goods.
The Seller will provide the Buyer with an invoice or other proof of purchase, normally electronically.
VI. Consumer Right of Withdrawal
A Buyer who is a consumer generally has the right to withdraw from a distance purchase agreement without giving any reason within 14 days.
For goods, the 14-day withdrawal period begins on the day the consumer, or a third party designated by the consumer other than the carrier, takes possession of the goods.
Where several goods ordered together are delivered separately, the withdrawal period begins upon receipt of the last item.
Where the purchase agreement provides for regular delivery of goods over a defined period, the withdrawal period begins upon receipt of the first delivery.
To exercise the right of withdrawal, the consumer must inform the Seller of their decision by an unequivocal statement, for example by e-mail or by post.
The withdrawal notice may be sent to:
E-mail: info@familyfriendlyprague.com
or:
Ing. Růžena Jeleneková
Sedmikrásková 833/1
103 00 Prague – Kolovraty
Czech Republic
The consumer may use the model withdrawal form included at the end of these Terms and Conditions, but its use is not mandatory.
The withdrawal deadline is met if the consumer sends the withdrawal notice before the 14-day period expires.
After withdrawing from the agreement, the consumer must send or hand the goods back to the Seller without undue delay and no later than 14 days after notifying the Seller of the withdrawal.
Unless otherwise agreed, the consumer bears the direct cost of returning the goods.
The Seller will refund all payments received from the consumer under the agreement, including the cost of the least expensive standard delivery method offered by the Seller, no later than 14 days after being informed of the withdrawal.
The Seller may withhold the refund until the returned goods have been received or until the consumer provides evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction unless the consumer expressly agrees otherwise and does not incur additional costs as a result.
If the consumer selected a delivery method more expensive than the least expensive standard delivery method offered by the Seller, the Seller is only required to refund the amount corresponding to the least expensive standard delivery method.
The consumer may inspect and handle the goods only to the extent necessary to establish their nature, characteristics and functioning. The consumer is responsible for any reduction in value resulting from handling beyond what would normally be permitted when examining goods in a physical shop.
The right of withdrawal does not apply in cases excluded by applicable law, including, where relevant:
goods made according to the consumer’s specifications or clearly personalised;
goods which are liable to deteriorate or expire rapidly;
sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery;
sealed audio or video recordings or computer software which were unsealed after delivery;
digital content not supplied on a tangible medium where performance has begun with the consumer’s prior express consent and acknowledgement that the right of withdrawal will thereby be lost;
services which have been fully performed where performance began with the consumer’s prior express consent and acknowledgement that the right of withdrawal would be lost upon full performance;
other cases excluded by Section 1837 of the Czech Civil Code or other applicable mandatory legislation.
VII. Defective Goods and Consumer Complaints
The Seller is responsible for ensuring that the goods conform to the purchase agreement at the time they are delivered.
In particular, the goods must:
correspond to the agreed description, type, quantity and quality;
possess the functionality and other agreed characteristics;
be suitable for the purpose agreed between the Seller and the Buyer;
be supplied with agreed accessories and instructions where applicable;
be suitable for purposes for which goods of the same type would normally be used;
possess the characteristics, including durability, functionality and safety, that the consumer may reasonably expect;
correspond to any sample or model provided before purchase;
comply with applicable legal requirements.
Consumers in the European Union benefit from at least a two-year legal guarantee of conformity from the date the goods are delivered. Mandatory national rules providing consumers with greater protection remain unaffected.
Under Czech law, if a defect becomes apparent within one year of delivery, it is presumed to have existed at the time of delivery unless this is incompatible with the nature of the goods or the defect. Mandatory rules applicable to consumers in another EU Member State remain unaffected.
If the goods are defective, the consumer may request that the defect be remedied by:
repair of the goods; or
replacement of the goods,
unless the chosen remedy is impossible or would impose disproportionate costs on the Seller compared with the alternative remedy.
Repair or replacement must be carried out free of charge, within a reasonable time and without significant inconvenience to the consumer.
The consumer may request an appropriate reduction in the purchase price or withdraw from the purchase agreement where the conditions laid down by applicable law are met, particularly where:
the Seller has refused or failed to remedy the defect;
the defect remains after an attempted repair or replacement;
the defect is sufficiently serious to justify an immediate price reduction or withdrawal; or
it is apparent that the Seller will not remedy the defect within a reasonable time or without significant inconvenience to the consumer.
The consumer may not withdraw from the agreement if the defect is insignificant, where applicable law so provides.
A complaint regarding defective goods may be submitted to:
E-mail: info@familyfriendlyprague.com
or:
Ing. Růžena Jeleneková
Sedmikrásková 833/1
103 00 Prague – Kolovraty
Czech Republic
When submitting a complaint, the Buyer should provide sufficient information to identify the order, describe the defect and indicate the remedy requested.
The Seller will provide the consumer with confirmation stating when the complaint was made, its content and the remedy requested.
The Seller will decide on a consumer complaint without undue delay. Where Czech consumer law applies, complex cases will be decided within three working days, excluding the reasonable time required for professional assessment of the defect.
Where Czech consumer law applies, the complaint, including remedy of the defect, must be resolved and the consumer informed of the resolution without undue delay and no later than 30 days after the complaint is made, unless the Seller and the consumer expressly agree on a longer period.
The Seller will provide confirmation of the date and method of resolution of the complaint, including confirmation of any repair carried out and its duration, or written reasons for rejecting the complaint.
In the case of a justified complaint, the consumer is entitled to reimbursement of reasonable costs necessarily incurred in exercising their rights.
Rights arising from defective performance do not apply where the Buyer caused the defect themselves, or in relation to normal wear and tear or a defect for which a lower price was specifically agreed.
Any voluntary commercial warranty offered by the Seller, manufacturer or another party does not replace or limit the consumer’s statutory legal guarantee rights.
Nothing in these Terms and Conditions limits any mandatory consumer rights applicable under Czech or European Union law.
VIII. Communication
The Seller and the Buyer may communicate electronically, particularly by e-mail.
The Buyer may contact the Seller at:
The Seller may contact the Buyer using the e-mail address or other contact details provided in the order or customer account.
IX. Personal Data
Personal data provided by the Buyer is processed in accordance with applicable data protection legislation, including Regulation (EU) 2016/679, the General Data Protection Regulation (GDPR).
Personal data necessary for processing an order may be shared with service providers involved in payment processing, delivery, accounting, technical operation of the Online Store or other services necessary for fulfilling the purchase agreement.
Detailed information about the processing of personal data, the legal bases for processing, retention periods and the Buyer’s rights is provided in the Privacy Policy published in the Online Store.
Where permitted by applicable law, the Seller may send existing customers commercial communications concerning its own similar products or services. Recipients may unsubscribe from such communications at any time using the unsubscribe option provided in the communication or by contacting the Seller.
X. Alternative Dispute Resolution
If a consumer dispute arising from a purchase agreement cannot be resolved directly between the Seller and the consumer, the consumer may submit a proposal for alternative dispute resolution to the competent body:
Czech Trade Inspection Authority
Česká obchodní inspekce
Central Inspectorate – ADR Department
Gorazdova 1969/24
120 00 Prague 2
Czech RepublicE-mail: adr@coi.gov.cz
Website: coi.gov.cz/informace-o-adr/
The Czech Trade Inspection Authority is the competent alternative dispute resolution body for consumer disputes falling within its jurisdiction.
Consumers residing in another Member State of the European Union may also seek assistance from the European Consumer Centres Network (ECC-Net).
The former European Commission Online Dispute Resolution (ODR) platform has been discontinued and is therefore not used for submitting consumer disputes.
XI. Final Provisions
The contractual relationship between the Seller and the Buyer is governed by the laws of the Czech Republic.
If the Buyer is a consumer with their habitual residence in another country, the choice of Czech law does not deprive the consumer of protection granted by mandatory provisions of the law that would apply in the absence of that choice.
The Seller is not bound by any voluntary code of conduct unless expressly stated otherwise.
All intellectual property rights relating to the Online Store and its content, including texts, photographs, illustrations, graphics, design, logos and other protected materials, belong to the Seller or the respective rights holders.
Content from the Online Store may not be copied, reproduced, modified, distributed or otherwise used without the permission of the relevant rights holder, except where permitted by law.
The Seller is not responsible for technical problems or disruptions caused by unauthorised third-party interference, circumstances outside the Seller’s reasonable control or use of the Online Store contrary to its intended purpose.
The purchase agreement and related order information may be stored electronically by the Seller for the period required by applicable law.
The Seller may amend these Terms and Conditions. Any amendments do not affect rights and obligations arising from purchase agreements concluded while an earlier version was in force.
If any provision of these Terms and Conditions is or becomes invalid or unenforceable, this does not affect the validity of the remaining provisions.
These Terms and Conditions become effective on 6 October 2026.
APPENDIX – MODEL WITHDRAWAL FORM
Complete and return this form only if you wish to withdraw from the purchase agreement.
To:
Ing. Růžena Jeleneková
Sedmikrásková 833/1
103 00 Prague – Kolovraty
Czech Republic
E-mail: info@familyfriendlyprague.comI hereby give notice that I withdraw from my purchase agreement for the following goods:
Goods:
....................................................................................Order number:
....................................................................................Date ordered:
....................................................................................Date received:
....................................................................................Consumer’s name:
....................................................................................Consumer’s address:
....................................................................................Date:
....................................................................................Consumer’s signature:
....................................................................................Signature is required only if this form is submitted on paper.