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General Terms and Conditions
d-Health s.r.o. for the d-Zdravi.cz online shop – effective from 1 August 2026d-
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The Seller
d-Health s.r.o., company registration 61247651
Hradešínská 2144/47, 101 00 Praha 10 – Vinohrady, Czech Republic
registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File 28679
These Terms and Conditions govern the rights and obligations of the Seller and its customers in relation to the sale of goods via the online shop www.d-zdravi.cz.
1. Introductory Terms
1.1. These Terms and Conditions form an integral part of the contract of sale concluded between the Seller and the Buyer via the online shop or by other means of distance selling.
1.2. Provisions deviating from these terms and conditions may be agreed individually in a separate contract. Such individual agreements shall take precedence over the wording of these terms and conditions.
1.3. The legal relationship between the seller and the buyer is governed by the laws of the Czech Republic.
1.4. By submitting an order, the buyer confirms that they have read these terms and conditions and agree to their wording.
2. Definition of the buyer
2.1. The buyer is a consumer if they are a natural person and, when concluding and performing the contract, are not acting within the scope of their business activities or the independent practice of a profession.
2.2. The Buyer is an entrepreneur if, when placing an order, they provide their company registration number (IČO), VAT number (DIČ), trading name, place of business, or if it is otherwise apparent from the circumstances that they are acting within the scope of their business activities or the independent practice of a profession.
2.3. Unless expressly stated otherwise, the provisions of legislation and these Terms and Conditions intended for consumer protection shall not apply to relationships with a Buyer who is an entrepreneur.
3. Conclusion of the Contract of Sale
3.1. The presentation of goods in the online shop is for information purposes only and does not in itself constitute an offer to conclude a contract.
3.2. The Buyer places an order primarily via the online shop, or by email or any other method permitted by the Seller.
3.3. The contract of sale is concluded at the moment the Seller accepts the Buyer’s order and confirms this acceptance to the Buyer. An automatic confirmation of the order’s receipt by the system may be for information purposes only, unless it expressly indicates acceptance of the offer to conclude a contract.
3.4. The Buyer is obliged to provide accurate and truthful details in the order. The Seller shall not be liable for any loss or damage arising as a result of incorrect or incomplete information provided by the Buyer.
3.5. The Seller reserves the right to request additional confirmation of the order from the Buyer or to reject the order, in particular in the event of an obvious error in the price, unavailability of the goods, suspicion of misuse of the ordering system, or incomplete information.
4. Price of Goods and Payment Terms
4.1. The prices of goods are stated in the online shop inclusive of VAT, unless otherwise specified for a particular item.
4.2. In addition to the purchase price, the buyer is obliged to pay the costs of packaging, delivery and, where applicable, any other selected services, in the amount communicated prior to the submission of the order.
4.3. The buyer may pay the purchase price and any additional costs using the payment methods currently offered by the seller in the online shop.
4.4. Unless otherwise agreed, the purchase price is payable before the goods are dispatched or upon collection, depending on the chosen payment method.
4.5. In the case of a non-cash payment, the purchase price is deemed to have been paid at the moment the relevant amount is credited to the Seller’s account.
4.6. The goods remain the property of the Seller until the purchase price has been paid in full.
The current payment options, including online payments and cash on delivery, are always displayed during the online shop’s ordering process.
5. Delivery Terms
5.1. The methods of delivery, delivery charges and estimated delivery times are set out in the online shop or communicated to the buyer prior to the conclusion of the contract.
5.2. Upon receipt of the consignment, the buyer is obliged to check that it is undamaged and, in the event of obvious damage, to report this to the carrier and the seller without undue delay.
5.3. If the buyer fails to accept the consignment without a valid reason, this shall not affect the seller’s right to compensation for costs associated with the delivery and return of the consignment, or any other costs incurred.
Detailed information on carriers, delivery charges and delivery times can be found on the ‘Delivery and Payment’ page and is also always displayed during the ordering process.
6. Withdrawal from the contract by the consumer
6.1. The consumer has the right to withdraw from a sales contract concluded at a distance or outside business premises without giving any reason within 14 days of the date of receipt of the goods.
6.2. To meet the withdrawal deadline, it is sufficient for the consumer to send notice of withdrawal from the contract no later than the last day of this period.
6.3. The customer is obliged to send or hand over the returned goods to the seller without undue delay, no later than 14 days from the date of withdrawal from the contract.
6.4. The direct costs associated with returning the goods shall be borne by the customer.
6.5. The seller shall refund to the consumer all monies received from them, including the costs of delivery corresponding to the cheapest available delivery method, without undue delay and no later than 14 days from the date of withdrawal. If the consumer has chosen a delivery method other than the cheapest one offered, the seller shall refund only the costs corresponding to the cheapest delivery method offered.
6.6. The seller is not obliged to refund the funds received before receiving the returned goods or before the consumer provides evidence that they have dispatched the goods back, whichever occurs first.
6.7. The consumer is liable to the seller for any reduction in the value of the returned goods resulting from handling the goods in a manner other than that necessary to ascertain their nature, characteristics and functionality.
6.8. The consumer may not withdraw from the contract in cases specified by law, in particular in the case of goods customised to their specifications or for their personal use, and goods supplied in sealed packaging which have been unsealed after delivery and cannot be returned for hygiene reasons; this provision also covers the supply of diagnostic tests and certain medical devices which cannot be returned for hygiene reasons.
6.9. The consumer may send notice of withdrawal from the contract to the seller’s contact email address sales@d-zdravi.cz or deliver it, together with the returned goods, to the address designated for handling returns and complaints as stated on the seller’s website. Detailed instructions are set out on the ‘Withdrawal from the Contract’ page.
6.10. The contract for the delivery of goods is considered a separate service provided by the seller as an agent for an external transport company. Delivery charges are non-refundable if the delivery service has been provided and the goods have been delivered to the buyer. In the event of a partial return of an order, delivery costs are also non-refundable, as the delivery service was provided in full. The delivery price includes a handling fee for packaging, checking and handing over the goods to the carrier, which is not subject to a refund.
Important: For certain goods, the right of withdrawal may be restricted by law, particularly for hygiene reasons.
Before dispatching returned goods, we recommend using the contact details and procedure set out on the website.
7. Transport and delivery of goods
7.1. Where the method of transport is agreed upon at the Buyer’s specific request, the Buyer shall bear the risk and any additional costs associated with that method of transport.
7.2. If, under the sales contract, the seller is obliged to deliver the goods to the location specified by the buyer in the order, the buyer is obliged to accept the goods upon delivery.
7.3. The delivery time depends on product availability, payment terms and delivery conditions, and shall not exceed 14 days.
7.4. Should it be necessary, for reasons attributable to the buyer, to deliver the goods repeatedly or by a method other than that specified in the order, the buyer is obliged to pay the costs associated with the repeated delivery of the goods or the costs associated with the alternative delivery method.
7.5. Upon collection of the goods from the carrier, the buyer is obliged to check that the packaging is intact and, in the event of any defects, to notify the carrier immediately. If the packaging is found to be damaged in a manner indicating unauthorised access to the consignment, the buyer is not obliged to accept the consignment from the carrier.
7.6. Further rights and obligations of the parties relating to the carriage of goods may be governed by the Seller’s specific terms and conditions of delivery, if issued by the Seller.
8. Rights arising from defective performance and consumer complaints
8.1. The rights and obligations of the contracting parties regarding rights arising from defective performance are governed by the relevant generally binding legal regulations, in particular the provisions of the Civil Code and the Consumer Protection Act.
8.2. The buyer (as a consumer) is entitled to lodge a complaint without undue delay upon discovering a defect, either via the seller’s contact details or at the address designated for receiving complaints. Detailed complaints procedures are available on the d-Zdravi.cz Complaints Procedure page.
8.3. Upon the lodging of a complaint, the Seller shall issue the consumer with a written confirmation stating the date the complaint was lodged, its content, the requested method of resolution, and the consumer’s contact details for the purpose of providing information on the resolution of the complaint.
8.4. The consumer’s complaint, including the rectification of the defect, shall be resolved without undue delay, no later than 30 days from the date the complaint was lodged, unless the seller and the consumer agree on a longer period.
8.5. Once the complaint has been resolved, the seller shall issue the consumer with confirmation of the date and method of resolution, including confirmation that the repair has been carried out and the time taken to do so, or, where applicable, a written explanation of the reasons for rejecting the complaint.
8.6. In the event of a valid complaint, the consumer is entitled to the rights set out in the relevant legislation, in particular the right to have the defect rectified, to be supplied with a new item free of defects, to a reasonable reduction in the purchase price, or to withdraw from the contract in the cases specified by law.
We recommend that complaints be made without undue delay and that all documentation necessary for swift resolution be provided.
9. Special provisions for business buyers (B2B)
9.1. The business buyer acknowledges that the provisions on consumer protection do not apply to the legal relationship between them and the seller, in particular the right to withdraw from the contract without giving a reason within 14 days and the rules on out-of-court settlement of consumer disputes.9.2. The sales contract with a business buyer is concluded upon the Seller’s express confirmation of the order. The submission of an order by a business buyer is deemed to be an offer to conclude a contract.
9.3. The Seller is entitled to require the business buyer to make payment in advance, provide a deposit, or to set the due date of the invoice and other terms and conditions on a case-by-case basis.
9.4. The business buyer is obliged to inspect the goods without undue delay upon receipt and to notify the seller of any obvious defects, damage to the consignment or non-conformity with the order without undue delay upon receipt.
9.5. If the business buyer fails to report obvious defects without undue delay, their rights arising from defective performance may be limited to the extent provided for by law and the nature of the specific case.
9.6. A business buyer is not entitled to withdraw from the contract without giving a reason. Any return of goods or cancellation of an order is only possible subject to prior agreement with the seller.
9.7. Complaints from business buyers will be dealt with within a reasonable period commensurate with the nature of the defect and the nature of the goods. The 30-day time limit for handling complaints shall not apply to dealings with a business buyer, unless the parties expressly agree otherwise.
9.8. In the event of a business buyer’s delay in settling a financial obligation, the seller is entitled to claim statutory interest on arrears and reimbursement of costs associated with the enforcement of the claim.
9.9. The seller may unilaterally set off its due claims against the business buyer and is entitled to suspend further deliveries of goods until all the business buyer’s due liabilities have been settled in full.
10. Protection of personal data
10.1. Information on the processing of buyers’ personal data is set out in a separate document, the Personal Data Processing Policy, published on the seller’s website.
10.2. The seller processes personal data in accordance with the relevant legislation.
11. Out-of-court resolution of consumer disputes
11.1. The Czech Trade Inspection Authority, with its registered office at Gorazdova 1969/24, Nové Město, 120 00 Prague 2, Company ID No. 000 20 869, website www.coi.cz, is competent to resolve consumer disputes arising from the sales contract out of court.
11.2. The consumer may also use the online dispute resolution platform available at ec.europa.eu/consumers/odr, provided it is operational at the time and applicable to the specific type of dispute.
11.3. The provisions of this article do not apply to relationships with a buyer who is a business.
12. Final Provisions
12. Final Provisions
12.1. These Terms and Conditions shall come into force on 1 August 2026.
12.2. The Seller is entitled to amend or supplement these Terms and Conditions. Unless otherwise agreed between the parties, the version of the Terms and Conditions in force on the date the order is placed shall always be decisive for a specific sales contract.
12.3. If any provision of these terms and conditions is invalid or unenforceable, it shall be replaced by a provision whose meaning most closely approximates that of the invalid or unenforceable provision. This shall not affect the validity of the remaining provisions.
12.4. The Seller’s contact details for communication with customers, complaints and returns are set out on the Seller’s website.
d-Health s.r.o. for e-shop d-Zdravi.cz
