Terms & Conditions

I. Introductory Provisions
These Terms and Conditions (hereinafter referred to as "Terms & Conditions") of the legal entity TLOYA, s.r.o., with its registered office at Jantarová 3347/7, Moravská Ostrava, 70200, ID No.: 04295331, registered in the Trade Register (hereinafter referred to as the "Seller"), govern the mutual rights and obligations of the contracting parties arising in connection with or on the basis of a purchase contract concluded between the Seller and another natural person (hereinafter referred to as the "Buyer") through the Seller's online store at www.tloya.cz, in accordance with the provision of § 1751 (1) of Act No. 89/2012 Coll., Civil Code (hereinafter referred to as the "Civil Code"). The provisions of the Terms & Conditions are an integral part of the purchase contract.

II. Product Specifics and Exclusion of Liability
  • Nature of Goods: The Buyer acknowledges that the goods sold in the TLOYA store are of a natural character and handmade. Slight variations in color, consistency, or scent between individual batches (especially in the CORE and SIGNATURE lines) are not a defect of the goods but a natural property of the plant raw materials used.
  • Cosmetic Product: The goods sold are cosmetic products according to Regulation (EC) No 1223/2009 of the European Parliament and of the Council. They are not pharmaceuticals. The Seller is not liable if the goods do not produce the expected therapeutic effect, which is reserved only for registered medicinal products.
  • Allergic Reactions: The composition of the products is fully listed for each product and on the packaging. The Buyer is obliged to familiarize themselves with the composition before use. The Seller is not liable for any allergic reactions to natural ingredients (e.g., bee products, herbs) if the product was defect-free. We recommend performing a tolerance test on a small area of skin.
  • Storage: TLOYA ointments do not contain strong synthetic stabilizers. The Buyer is obliged to store the goods according to the instructions on the packaging (usually in a dry, dark, and cool place up to 25 °C). The Seller is not liable for the deterioration of goods (melting, rancidity) caused by improper storage after receipt by the Buyer.

III. Conclusion of Purchase Contract and Prices
All presentation of goods on the e-shop is of an informative nature, and the Seller is not obliged to conclude a purchase contract regarding these goods. The prices of goods are listed including all taxes and fees. Prices remain valid for the time they are displayed in the web interface of the store.

IV. Withdrawal from the Contract (RETURNING GOODS)
According to § 1829 (1) of the Civil Code, the Buyer has the right to withdraw from the purchase contract within 14 days of receiving the goods without giving a reason.

Exception to the right of withdrawal: The Buyer acknowledges that according to the provision of § 1837 (g) of the Civil Code, it is not possible to withdraw from a purchase contract for the supply of sealed goods which were unsealed by the consumer after delivery and are not suitable for return due to health protection or hygiene reasons.
In practice: If the Buyer breaks the protective seal, opens the jar, or otherwise disturbs the hygienic integrity of the ointment, they cannot return it, and the Seller is not obliged to refund the money.

In the event of withdrawal from the contract (for unopened goods), the Buyer bears the costs associated with returning the goods to the Seller.
V. Rights from Defective Performance (Complaints)
The Seller is liable to the Buyer that the goods are free from defects upon receipt. In particular, the Seller is liable that at the time the Buyer took over the goods:
  • the goods have the properties that the parties agreed upon,
  • the goods are fit for the purpose stated by the Seller for their use.
The Buyer is not entitled to rights from defective performance if they caused the defect themselves (e.g., by improper storage, exposure to sunlight, introduction of impurities into the jar).

VI. Delivery Terms and Failure to Accept Goods
In the event that, for reasons on the part of the Buyer, it is necessary to deliver the goods repeatedly or in a different manner than stated in the order, the Buyer is obliged to pay the costs associated with the repeated delivery. If the Buyer fails to accept the goods without reason, the Seller is entitled to compensation for costs associated with the delivery and storage of the goods, as well as the right to withdraw from the contract.

VII. Out-of-Court Settlement of Disputes
The Czech Trade Inspection Authority (Česká obchodní inspekce), with its registered office at Štěpánská 567/15, 120 00 Prague 2, ID No.: 000 20 869, internet address: https://adr.coi.cz/cs, is competent for the out-of-court settlement of consumer disputes arising from the purchase contract.