Business Terms and Complaints

GENERAL TERMS AND CONDITIONS FOR PURCHASE IN THE SCOOTSHOP ONLINE STORE.CZ

Operator:

ONLINE STORE SCOOTSHOP.CZ
Online store www.scootshop.cz is operated by Epic s.r.o. with its registered office at: Strážkovice 157, 37401 Strážkovice, Company ID: 04137124, file number: C 23824 registered at the Regional Court in České Budějovice, with the company's managing director Petr Novotný (info@scootshop.cz, +420 777 899 657, is a seller of sports goods.

Correspondence address: Strážkovice 157, 37401 Strážkovice.

ADDRESS FOR DELIVERY OF GOODS FOR SERVICE, RETURNS, OTHER PARCELS AND COMPLAINTS:(please send parcels, invoices etc. to the following address)

Epic Ltd. Strážkovice 157, 37401 Strážkovice

TERMS AND CONDITIONS

The terms and conditions of the online store are governed by the purchasing regulations below, as well as applicable legislation and commercial practices. All offered goods come from manufacturers or authorized importers for the Czech Republic. The goods are provided with a full warranty in accordance with applicable legislative regulations and the warranty conditions of the manufacturer or importer. For more information about warranty and complaints, please refer to the complaints procedure.

ORDERED GOODS
By submitting an online order for the selected goods, the customer confirms the binding nature of their order and expresses agreement with the terms and conditions, while also confirming their legal capacity. By placing an order, the buyer enters into a purchase agreement. If the customer correctly fills in the email address when placing an order, a response to the specified order will be delivered to it. If you do not receive a response to the specified order at the given email address, please contact us at your earliest convenience via our email info@scootshop.cz or by phone at +420 777 899 657. The order is always considered binding for both parties, unless otherwise agreed. Prices in CZK listed on the website www.scootshop.cz are final and are listed including VAT. In the event of a significant price increase of goods by suppliers or due to a weakening of the exchange rate, the seller reserves the right to a percentage increase in prices in the online store. Prices in € are indicative and are calculated by converting the price from CZK according to the current CNB exchange rate when the order is sent.

The online store scootshop.cz may cancel your order in case of an apparent administrative error, such as selling goods at a price that is disproportionate to the value of the goods (e.g. for 0 CZK or the goods are not listed in the catalog).

CANCELLATION OF ORDER BY THE BUYER
The order can be canceled by phone or email within 30 minutes of ordering. In the case that the goods are to be customized according to the customer's wishes, the order cannot be canceled. In the event of a later cancellation of the order or failure to pick up the order, the seller is entitled to compensation for damages and payment of the full price, especially in the case of manufacturing handlebars to custom measurements and in the case of modifications to original parts (e.g. handlebar shortening, grip tape application, deck shortening, etc.)

CANCELLATION OF ORDER BY THE SELLER
The operator of the online store has the right to cancel the order or part of it if the ordered goods cease to be manufactured or sold to the Czech Republic during the processing of the order, or if its price changes significantly or it is sold out (resp. there will be a sell-out between the time the customer's order is created and the order is taken over by the e-shop employee - see. operating hours). The seller informs the buyer about the cancellation of the order by phone or email promptly during the working hours of the e-shop.

If you have any further questions, please check the Frequently Asked Questions, where we answer your most common questions. If you do not find the answer to your question there, do not hesitate to contact us at info@scootshop.cz

DELIVERY OF GOODS
Goods are usually dispatched within two working days. In case the goods are not in stock, they are dispatched within 30 days. The customer is informed about the longer delivery time by phone or email. In case of a longer delivery time, the customer can cancel the order by phone or email. For more detailed information, please visit our Product Availability page, where you will find a comprehensive overview and explanation of possible product availabilities on our website.

The goods remain the property of Epic s.r.o. until full payment is made. The company sends the goods according to the buyer's choice, through the carrier GLS, GLS, PPL, DPD ).

By arrangement, it is possible to personally pick up the goods at the company's headquarters, at the address Strážkovice 157, 37401 Strážkovice.

Company Epic Ltd.r.o. reserves the right to address any cases of rule violations, false statements, or other unfair practices on third-party platforms, including online comparison sites and portals accepting reviews of our company. The company is entitled to take necessary legal or other actions to protect its good reputation and business interests.“

RECEIPT OF GOODS
The customer is obliged to inspect the goods immediately upon receipt. If mechanical damage to the shipment is detected, the customer is obliged to check the condition of the goods in the presence of the carrier, and in case of damage, to make a record of the damage and have this fact confirmed by the carrier. An additional claim may not be recognized later. The complaint is submitted to the carrier (DPD, Uloženka, GLS, Česká pošta, Zásilkovna) and must be filed by the customer. In case of any issues or uncertainties, please contact us immediately. The customer is obliged to collect the ordered goods from the delivery service. If the customer does not collect the goods without prior notice to the seller, the seller may charge a compensation for postage and packaging, which is a flat rate of 300 CZK for the Czech Republic and 400 CZK (€15) for the Slovak Republic.

PRODUCT DESIGNATION
Scooters, freestyle bikes, and spare parts for freestyle scooters are intended for outdoor use - skateparks with wooden, iron, or concrete obstacles. Freestyle scooters, bikes, and spare parts for scooters are not intended for use in rain and snow due to the potential subsequent corrosion of parts. Furthermore, it is not suitable to use the scooter in dusty environments and on rocky paths, as well as for jumping onto curbs, etc. The product is intended for extreme sports, which include jumps and falls. We also offer textile goods, below we provide some of the pictograms that may appear on our products along with explanations. By entering into the purchase agreement, the customer acknowledges this information.

SHIPPING, CASH ON DELIVERY AND PACKAGING FOR THE CZECH AND SLOVAK REPUBLIC
You can pick up the ordered goods free of charge at the company's headquarters (Strážkovice 157, 37401 Strážkovice) by prior arrangement. Shipping for the Czech Republic and Slovakia is charged according to the current price list. Details about shipping can be found when creating your order in the cart. For orders over 4,000 CZK (151 €), shipping is free. Payment details for the Czech and Slovak Republics can be found in the cart when creating your order. In the event that the ordered goods need to be divided into multiple shipments for technical or other reasons, the supplier reserves the right to increase the shipping cost and inform the customer of the price increase by phone or email.

PAYMENT METHOD

The operator offers the following payment methods: cash upon personal pickup at the operator's collection point, by credit card online via the Comegate payment gateway, by bank transfer after completing the order, or cash on delivery upon receipt from the carrier.

Cash payment (0 CZK) – when picking up goods in person at the store in Pardubice, card payment is possible.

By credit card via online payment gateway (0 CZK) - When selecting this option, the buyer will be redirected to a third-party payment server after completing the order, where the buyer will fill in the necessary payment details. After verifying their validity, the order will be confirmed and the purchase price will be deducted from the buyer's account.

Cash on delivery payment -

CHANGE IN CASH ON DELIVERY: YOU CAN ORDER GOODS ON CASH ON DELIVERY FOR OVER 1000 CZK. THE REASON IS FREQUENT FAILURE TO PICK UP ORDERS UNDER 1000 CZK.

for the Czech Republic: 49 CZK

for the Slovak Republic: 59 CZK

You can pay in cash or by card to the driver.

– when sending goods, payment upon receipt

Bank transfer after completing the order (0 CZK) – When choosing this payment method by bank transfer, the buyer pays the order price before it is processed to the seller's bank account. To process the order, payment must be made using the specified variable symbol, which the buyer receives upon completing the order. The purchase price is considered paid on the day the relevant amount is credited to the seller's account. The only possible payment for custom handlebar manufacturing is by bank transfer before the goods are shipped.

WITHDRAWAL FROM THE PURCHASE CONTRACT – RETURN OF GOODS
If the purchase contract is concluded using means of distance communication (via the online store www.scootshop.cz), the consumer is entitled in accordance with § 1829 et seq. the Civil Code the right to withdraw from the contract without giving any reason and without any penalty within 14 days from the day of receipt of the goods.

If the consumer notifies the operator (by email or phone) within the statutory 14-day period that they are withdrawing from the contract, the purchase contract is canceled from the beginning. For contract withdrawal, the consumer can use the complaint form, which can be found here: https://www.scootshop.cz/complaints/. Instructions on how to proceed with a complaint can be found here: https://www.scootshop.cz/how-to-claim/ . The form should include at least the buyer's first and last name, order number, product designation, and account number for the refund. For each complaint to be fully processed, the seller's approval is required.

When withdrawing from the purchase contract, do not forget to select the type of complaint - Return in our online form.

Returned goods must be complete, with original tags, must not be damaged in any way, show signs of use or otherwise devalued, and if possible, be packed in original packaging (especially applies to scooters in large boxes) along with all accessories.

All documents must be attached to the goods, including the invoice or proof of purchase and the warranty card (if issued). Goods must not be sent cash on delivery. If the goods are noticeably damaged, the seller has the right to a monetary compensation in an amount they determine in order to restore the product to its original condition.

The warranty applies only to defects that are clearly and demonstrably caused by
a material defect or a manufacturing defect. These defects usually manifest themselves within the first few weeks, at most months, of use.

The warranty does not cover goods damaged by: improper installation, improper or incorrect use (e.g. grinding on concrete curbs, riding on unpaved
paths and generally outside of designated sports areas), or mechanical damage (visible
dents from heavy impacts, deep scratches, etc.).
Neglecting regular and proper maintenance, any unauthorized intervention, improper
storage, substitution of incompatible parts, accidents (unusual damage, dents or
deep scratches from impact/fall of the scooter or parts, overloading or using for purposes other
than intended. A condition for claiming the warranty is to keep the goods in their original
condition (design, surface, and other finishes). The goods are completely worn out within their utility value.

The length of the warranty period does not in any way equal or correspond to the lifespan of the product.
It should be noted that the goods are intended for extreme sports and the stress on the material is
also extreme, materials that would allow this are many times more expensive and often heavier. Therefore, normal wear and tear resulting from the use/operation of the product and maintenance, given its properties, intended purpose, and intensity of use, cannot be claimed as a defect (e.g. grinding the board underneath to such an extent that the material is weakened and cracks occur).
The period from the moment the complaint is made until the buyer is obliged to take over the goods after the repair is completed is not included in the period for exercising rights from defective performance.

If the consumer withdraws from the purchase contract within the statutory 14-day period and the returned goods are incomplete, without original tags, or are demonstrably used or show signs of damage, the operator is entitled to claim compensation for damages from the consumer and is authorized to unilaterally offset this claim for damages against the consumer's claim for a refund of the purchase price.

In such a case, the operator returns to the consumer only the reduced purchase price.

In the event of exercising the right to withdraw from the contract, the buyer shall send or hand over to the seller without undue delay, no later than 14 days from the withdrawal from the contract, the goods received from the seller, including all its components and accessories.

If the consumer rightfully withdraws from the purchase contract, the operator is obliged to return all monetary funds, including the costs of delivering the goods in an amount corresponding to the cheapest offered method of delivery, without any undue delay, no later than 14 days from the withdrawal from the contract, by transfer to the consumer's bank account or in cash at the business premises address. The seller will return the received monetary funds to the consumer in a different manner only if the consumer has agreed to it and if it does not incur additional costs for them.

An exception to the possibility of returning goods is made for goods that are customized or made to the specifications or measurements provided by the customer (cases such as cutting handlebars or manufacturing handlebars to custom measurements, etc.). This type of goods cannot be returned to the seller and requesting a refund is not allowed.

Returning goods (inappropriate size, color, etc.))

For more detailed information on how to return goods, please click HERE.

If the goods do not meet your expectations and you wish to return them, please proceed as follows:

1) File a claim on our website. Instructions on how to properly file a complaint can be found here: https://www.scootshop.cz/jak-na-reklamaci/ and describe your issue with the product.

- Please, if possible, send the goods back to us undamaged, unused, preferably in the original packaging and with the original tags. (If the clothing does not have tags, we will be forced to reject the claim.))

2) Attach a copy of our invoice and the account number for the refund.

Refund for Goods:

If unused goods are returned and shipping is charged in the order. We do not refund money for shipping and payment. We only refund money for ordered goods.

PERSONAL DATA PROTECTION

Epic Inc.r.is the sole owner of the information collected in this online store. This information is not and will not be sold, rented, or otherwise shared with other entities.

The handling of buyers' personal data is governed by Act No. 101/2000 Coll., on the Protection of Personal Data and on the Amendment of Certain Acts, as amended.

The buyer agrees to the processing of their personal data, which includes name and surname, residential address, identification number, tax identification number, email address, gender, bank account number, and phone number, and grants consent for the collection and processing of their personal data by the operator for the purposes of fulfilling rights and obligations from the purchase contract and for the purposes of managing the user account. Consent to the processing of personal data to the full extent according to this article is not a condition that would, by itself, prevent the conclusion of a purchase contract.

The buyer also acknowledges that they are obliged to provide their personal data (during registration, in their user account, or with any order) correctly and truthfully and that they are obliged to inform the seller of any changes to their personal data without undue delay.

The seller may authorize a third party to process the buyer's personal data as a processor.

Personal data will be processed for an indefinite period in electronic form by automated means or in printed form by non-automated means.

In the event that the buyer believes that the seller or processor is processing his personal data in a manner that is contrary to the protection of the buyer's private and personal life or contrary to the law, especially if the personal data is inaccurate with regard to the purpose of its processing, he may:

ask the seller or processor for an explanation,
require the seller or processor to rectify the situation that has arisen.

If the buyer requests information about the processing of their personal data, the seller is obliged to provide this information. The seller has the right to request a reasonable fee for providing the information according to the previous sentence, not exceeding the costs necessary for providing the information.

The buyer agrees to receive information related to the goods, services, or business of the seller at the buyer's electronic address.

We assess your satisfaction with your purchase through email surveys as part of the Verified by Customers program, in which our e-shop is involved. We send these to you every time you make a purchase with us, in accordance with § 7 paragraph. You do not refuse their sending under Section 3 of Act No. 480/2004 Coll. on Certain Information Society Services. The processing of personal data for the purpose of sending questionnaires within the Verified by Customers program is carried out based on our legitimate interest, which lies in determining your satisfaction with your purchase from us. For sending questionnaires, evaluating your feedback, and analyzing our market position, we use a processor, which is the operator of the Heureka.cz portal; for these purposes, we may provide them with information about the purchased goods and your email address. Your personal data is not shared with any third party for their own purposes when sending email surveys. You can object to receiving email surveys as part of the Verified by Customers program at any time by refusing further surveys using the link in the survey email. In case of your objection, we will no longer send you the questionnaire.

SENDING COMMERCIAL COMMUNICATIONS AND STORING COOKIES

The buyer agrees to receive any information related to the goods, services, or business of the seller at the buyer's electronic address and further agrees to receive commercial communications from the seller at the buyer's electronic address.

If the buyer does not choose otherwise, they agree to the processing of personal data by the seller also for the purpose of sending commercial communications to the buyer.

The buyer voluntarily consents to the sending of commercial communications and can revoke this consent at any time free of charge.

The buyer agrees to the storage of so-called. cookies on his computer. Through their web browser settings, the buyer can manually delete, block, or completely disable individual cookies. Individual cookies can also be blocked or allowed only for specific websites.

WHAT ARE COOKIES?

A cookie is a short text file that the visited website sends to the browser. Allows the website to record information about your visit, such as preferred language and other settings. The next visit to the site can thus be easier and more productive.

We use cookies, for example, to maintain the switch from mobile device display to the PC version of the website, to preserve your preferences when browsing these websites, information about the selected language or currency, etc. For more detailed information, please contact the website operator.

We also use third-party cookies (Google Analytics, Facebook, Seznam.cz, etc.). These cookies may be used for advertising purposes in the form of remarketing.

Most browsers automatically accept cookies unless the browser is set otherwise. By using this website, you agree to the storage of cookies. You can limit or block the use of cookies in your web browser settings.

The seller collects personal data from customers with their consent, including name, address, phone number, email address, etc. This information is primarily intended to facilitate customer orders and, if applicable. with the customer's consent, sending commercial offers and updates from the world of freestyle scootering. The seller will not knowingly disclose customers' personal data to third parties.

If you do not agree with the storage of personal data, please send us an email at gdpr@scootshop.cz and we will delete your email and personal data from the system.

Source of this information: https://policies.Google.com/technologies/cookies?hl=en

USE OF DISCOUNTS, PROMOTIONS, AND GIFT VOUCHERS

The buyer can enter the codes contained on purchased gift vouchers and discount codes provided by the operator in accordance with their rules when creating their order.

Unless otherwise stated by the operator, gift vouchers and discount codes:

cannot be applied repeatedly;
they cannot be combined with each other.

In the event of withdrawal from the purchase contract for any reason or any other justified return of goods by the buyer to the seller purchased based on a discount code, the buyer is entitled only to a refund of the amount actually paid for the purchase of the goods in monetary funds. The seller may decide whether and in what value to issue a new discount code to the buyer.

If a gift voucher or discount code has a certain limited validity period, the buyer is entitled to use the gift voucher or discount code only before it expires.

The seller does not provide money or any other form of compensation for the unused value of a gift voucher or discount code.

The operator organizes discount events with their own discount codes that you can use. All terms and explanations for using discount codes can be found on our Discounts page.

COMPLAINT PROCEDURE FOR THE SCOOTSHOP ONLINE STORE.CZ

Address for delivery of goods for service, returns, additional packages, and complaints:
(please send parcels, invoices etc. to the following address)
Epic Ltd.
Strážkovice 157, 37401 Strážkovice

OPERATOR
Epic s.r.o. with registered office: Strážkovice 157, 37401 Strážkovice, Company ID: 04137124, file number C 34696 registered at the Regional Court in Hradec Králové, represented by managing director Petr Novotný; contact information: email: info@scootshop.cz, phone number: +420 777 899 657.

WARRANTY PERIOD AND WARRANTY CERTIFICATE
The warranty period begins on the day the customer takes possession of the goods. The warranty period is governed by applicable legislative regulations, i.e. 24 months from the takeover and according to the manufacturers' warranty conditions, which set the product lifespan at 1-6 months. The warranty period does not cover normal wear and tear caused by use. The warranty period applies only to manufacturing defects. A shorter product lifespan due to a defect caused by wear and tear or improper use of a part or the scooter cannot be considered a defect and cannot be claimed as such.The warranty certificate is considered to be the invoice or another proof of purchase of the goods.

COMPLAINT

Instructions for the complaint process: https://www.scootshop.cz/jak-na-reklamaci/
In the event that a customer discovers a defect in the purchased goods during the warranty period, which was not caused by its use but by a defect in the product itself, they have the right to claim a warranty on the goods.The warranty does not cover goods whose defects arose as a result of normal use; goods that have been misused and goods that have been improperly stored. Freestyle scooters, bikes, and spare parts for freestyle scooters are intended for outdoor use (skateparks with wooden/iron or concrete structures), but not in rain, snow, dust, on rocky surfaces, for jumping on curbs, etc. If the goods show, for example, Signs of corrosion suggest that the product was not used in accordance with its intended purpose and, as such, it cannot be claimed under warranty. The customer must inform the seller of the defect immediately after discovering it. Later complaints will not be considered.

COMPLAINT PROCEDURE
Instructions for the complaint procedure: https://www.scootshop.cz/how-to-claim/

If it concerns parts for scooters, skateboards, longboards, scooters. We only need the photographed goods. Please follow the instructions in the guide on how to make such a claim: https://www.scootshop.cz/how-to-claim/

CLAIM PROCESSING

The seller is responsible for ensuring that the delivered goods are free from defects.

If defective goods are delivered, the customer has the right to an exchange for an adequate or other currently available color variant of the product, or for a repair. If none of this is possible, you can withdraw from the contract (complaint form, which you can find here - https://www.scootshop.cz/how-to-claim/). The buyer fills out the form and sends it to the seller (by email or by mail to the correspondence address). The buyer informs the seller about this fact. For each complaint to be fully processed, the seller's approval is required.

If the purchase contract is concluded using means of distance communication (via the online store www.scootshop.cz), the consumer is entitled in accordance with § 1829 et seq. the Civil Code the right to withdraw from the contract without giving any reason and without any penalty within 14 days from the day of receipt of the goods.

When withdrawing from the purchase contract, do not forget to select the type of complaint - Return in our online form.

The legitimacy of the claimed defect will be assessed by the manufacturer/distributor of the goods.

We will inform the customer about the method of handling the complaint via email or phone using the email provided in the original order of the goods, unless the buyer provides other contact details. After the complaint is processed, if it is approved, the goods will be sent to the customer or credited.

The complaint from the consumer, including the removal of the defect, will be resolved by the seller without undue delay, no later than 30 days from the date of the complaint, unless the seller and the consumer agree on a longer period. If the buyer does not provide the seller with everything necessary for the complaint, such as photos of the defects or the goods themselves, the period is suspended until the buyer provides everything necessary to the seller.

The buyer is responsible for the accuracy of the provided contact information.

In the event that the customer provides incorrect information and therefore it is not possible for the seller to inform the customer about the outcome of the complaint despite their efforts, it is assumed that the customer is aware of and agrees with the statement. In the event that a consumer dispute arises between the seller and the buyer from a purchase contract or a service contract, which cannot be resolved by mutual agreement, the consumer may submit a proposal for out-of-court settlement of such a dispute to the designated body for out-of-court settlement of consumer disputes, which is: Czech Trade Inspection Authority, Central Inspectorate - ADR Department, Štěpánská 15, 120 00 Prague 2; Email: adr@coi.cz; Website: adr.coi.cz.

FINAL PROVISIONS

These terms and conditions are valid for all purchase contracts concluded between the seller and the buyer. By concluding the purchase agreement (by making a purchase in the online store, the buyer confirms their agreement with these terms and conditions).

The operator reserves the right to make changes to the complaint procedure.

in Hradec Králové 13.3.2025.

Or write to us at