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TERMS & CONDITIONS
AND REFUND POLICY
 

GENERAL TERMS AND CONDITIONS

I. Introductory Provisions

These Terms and Conditions (hereinafter "T&C") govern the relationship between the seller and the buyer in the sale of goods through the online store at www.tereza-art.com (hereinafter "e-shop").

Seller:

Name: Tereza Posoldová

Business ID: 04842987

Registered office: Bruntálská 1095/4, Krnov 79401, Czech Republic

Email: terezaart.cz@gmail.com

Bank account: IBAN: CZ33 3030 0000 0026 1613 4022, BIC (SWIFT): AIRACZPP

The buyer is a natural or legal person who enters into a purchase contract with the seller through the e-shop.

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A consumer is a buyer who is not an entrepreneur and acts outside the scope of their business activity.

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II. Subject of Sale

The subject of sale includes:

  • Original hand-painted paintings (oil, acrylic, watercolor on canvas or paper)

  • Art prints (Prints, Giclée) of paintings on paper or canvas

  • Merchandise featuring painting motifs

All prices are quoted including VAT.

Prices are valid at the time the order is submitted by the buyer.

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III. Conclusion of Purchase Contract

The buyer orders goods by completing the order form on the e-shop website.

Before submitting the order, the buyer has the opportunity to review and change the information entered into the order.

By submitting the order, the buyer confirms that they have read these T&C, the Privacy Policy, and the Complaints Policy and agree with them.

The purchase contract is concluded upon delivery of the order to the seller.

The seller confirms receipt of the order by sending an email to the address provided by the buyer.

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IV. Price and Payment Terms

The purchase price includes the price of goods and shipping costs.

The buyer can pay by the following methods:

  • Online payment card (Stripe)

  • PayPal

  • Cash on delivery

For original paintings, the seller may require a deposit of 50% of the price before starting work on the commission.

Payment is due immediately upon ordering unless otherwise agreed.

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V. Delivery Terms and Shipping

We're excited to send you art!

It truly means a lot to us that you want to have our work in your home. Art can transform the atmosphere of your space.

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1. Delivery Times

  • Prints and merchandise: 10-14 business days

  • Original paintings in stock: 3-7 business days

  • Custom commission paintings: 4-8 weeks - specific deadline will be agreed individually

After ordering, please allow 2-3 business days for shipment preparation.

During holiday periods (Christmas, Easter), shipping time may be extended by 5-10 business days.

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2. Shipping

Goods are shipped through various shipping companies (Czech Post, PPL, DPD, GLS, etc.) depending on the size, weight of the shipment, and destination.

Each shipment is carefully packed to ensure the artwork arrives in perfect condition.

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3. Shipping within the Czech Republic

Shipping cost will be displayed in the cart during checkout based on the selected shipping method and package size.

Standard delivery time: 3-7 business days

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4. International Shipping

  • To EU: Price will be displayed in the cart based on destination country and package size

  • Outside EU: Price calculated individually - contact us for a quote

Standard delivery time: 7-14 business days

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IMPORTANT: The seller is not responsible for customs duties, VAT, and other fees (import duties, customs charges) that your local customs office may charge upon delivery. These fees are solely the buyer's responsibility.

For original paintings, shipping is charged individually based on the size and weight of the artwork.

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5. Damage or Loss During Shipping

What to do upon delivery:

  • Check the condition of the packaging before signing the delivery protocol

  • If the packaging is visibly damaged, photograph it and complete a complaint protocol with the driver

  • Do not hesitate to refuse the shipment if the packaging is significantly damaged

If you discover damage after unpacking:

  • Contact us within 48 hours at terezaart.cz@gmail.com

  • Send us photos of the damaged goods and packaging

  • We will gladly replace the goods or refund your money

If the shipment did not arrive:

NOTE: If you refuse to accept the shipment without legitimate reason or are not available at the specified address and the shipment is returned, the buyer bears the costs of re-shipping.

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VI. Withdrawal from Contract (Right to Return Goods)

This section applies only to consumers.

A consumer has the right to withdraw from the contract without giving a reason within 14 days of receiving the goods.

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The consumer notifies the seller of withdrawal from the contract by:

  • Email to: terezaart.cz@gmail.com

  • Mail to: Bruntálská 1095/4, Krnov 79401, Czech Republic

  • Or through the withdrawal form (see appendix at the end of the document)

Goods must be returned to the seller no later than 14 days from withdrawal.
 

Goods must be returned:

  • Unused

  • Undamaged

  • In original packaging

  • Complete (including all accessories and documentation)
     

The buyer bears the costs of returning the goods. We recommend insuring the shipment.

The seller will refund the buyer the purchase price paid, including shipping costs (only the basic, cheapest option), within 14 days of withdrawal.

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Exceptions - the right of withdrawal does not apply to:

  • Original paintings created to order according to the buyer's requirements

  • Goods that have been unpacked and are not suitable for return for hygiene reasons

  • Goods that have been personalized
     

VII. Rights from Defective Performance

Details about complaints can be found in the Complaints Policy, which is an integral part of these T&C.
 

VIII. Copyright

All artworks sold in the e-shop are protected by copyright.

By purchasing an original or print, you acquire the right to own and use the work for personal purposes.
 

By purchasing the work, you do not acquire:

  • The right to reproduce the work (copy, print additional copies)

  • The right to modify the work

  • The right to commercially exploit the work

  • Copyright to the work
     

For commercial use of the work, a separate licensing agreement must be concluded.
 

IX. Final Provisions

Relations not governed by these T&C are governed by Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection.

The seller is entitled to change these T&C. Changes to the T&C do not apply to already concluded purchase contracts.
 

In case of a dispute between the seller and a consumer, the consumer has the right to contact the Czech Trade Inspection Authority (www.coi.cz) or use the EU online dispute resolution platform: https://ec.europa.eu/consumers/odr
 

These T&C are valid and effective from October 1, 2025.

REFUND POLICY

I. Introductory Provisions

This Complaints Policy regulates the conditions and method of asserting rights from defective performance (complaints) in accordance with § 1914 to § 1925 and § 2099 to § 2117 of Act No. 89/2012 Coll., the Civil Code.
 

The Complaints Policy is part of the Terms and Conditions.
 

Seller:

Name: Tereza Posoldová

Business ID: 04842987

Registered office: Bruntálská 1095/4, Krnov 79401, Czech Republic

Email: terezaart.cz@gmail.com
 

II. Warranty Period

The seller is responsible to the buyer that the goods are free from defects upon receipt.

The warranty period is 24 months from receipt of the goods.

The warranty period is extended by the time the goods were undergoing complaint proceedings.

For artworks (original paintings and prints/Giclée), the seller provides a warranty for the quality of workmanship and materials used.
 

III. What Can Be Claimed for Artworks

LEGITIMATE REASONS FOR COMPLAINTS:

For original paintings:

  • Cracks or damage to canvas caused by defective material

  • Peeling paint caused by improper substrate preparation or poor-quality paints

  • Defective or damaged frame

  • Damage to the work during shipping (if due to inadequate packaging by the seller)

  • Significant color changes caused by the use of poor-quality paints (during the warranty period)

For prints/Giclée:

  • Significant color deviations from the original

  • Damaged or poor-quality materials (paper, canvas)

  • Poorly executed printing (smudging, missing parts)

  • Damage during shipping

For merchandise:

  • Defective printing or prints

  • Defective materials or workmanship

  • Non-compliance with the ordered product
     

WHAT CANNOT BE CLAIMED:

  • Subjective perception: "I don't like the colors", "I imagined it differently", "Different expectation"

  • Normal wear and tear: Natural aging of materials over time

  • Damage by the buyer: Scratches, cracks, or other mechanical damage caused by improper handling

  • Changes caused by improper storage: e.g., exposure to direct sunlight, moisture

  • Inappropriate placement: Damage caused by placement in unsuitable conditions (e.g., bathroom with high humidity)

  • Modifications made by the buyer or a third party
     

IV. Buyer's Rights from Defective Performance

For consumers:

If a defect appears within the first 12 months of receipt, it is presumed that the goods were defective upon receipt.

The buyer has the right to:

In case of substantial defect:

  • Withdraw from the contract, or

  • Request delivery of new goods without defects (for prints/Giclée and merchandise)

In case of minor defect:

  • Request repair of the defect, or

  • Reasonable discount from the price

A substantial defect means:

  • A defect that prevents proper use of the goods

  • A recurring defect after repair

  • A larger number of defects simultaneously

For original paintings:

  • If the defect is repairable (e.g., paint touch-ups, frame reinforcement), the seller will perform the repair

  • If the defect is irreparable, the buyer has the right to a refund

For entrepreneurs:

Rights from defective performance are governed by § 2099 et seq. of the Civil Code.
 

V. How to File a Complaint

1. Contact us as soon as possible

For damage during shipping:

For other defects:

2. What to tell us

In the complaint, state:

  • Your contact details (name, address, phone, email)

  • Order number

  • Detailed description of the defect

  • Attach photos of the defective goods (mandatory!)

  • How you want the complaint resolved (repair, replacement, withdrawal, discount)

  • Proof of purchase
     

3. Sending the claimed goods

Send the claimed goods to: Bruntálská 1095/4, Krnov 79401, CZ
 

IMPORTANT:

  • Pack the goods thoroughly

  • We recommend insuring the shipment

  • The seller is not responsible for any damage during return shipping

  • The buyer bears the costs of sending goods for complaint. If the complaint is justified, the seller will reimburse the buyer for the costs.
     

VI. Complaint Resolution

The seller decides on the complaint immediately, in complex cases within 5 business days. This period does not include the time appropriate according to the type of product for professional assessment of the defect.

The complaint, including defect removal, will be resolved no later than 30 days from the date of filing the complaint.

We will inform you about the complaint resolution by email or phone.
 

After the complaint is resolved, you will receive:

  • A complaint protocol with information about when and how the complaint was resolved

  • Repaired or new goods (in case of replacement)

  • Refund (in case of withdrawal or discount)
     

VII. When a Complaint Cannot Be Filed

The seller is not responsible for defects caused by:

  • Improper use or storage of goods

  • Mechanical damage caused by the buyer

  • Wear and tear caused by normal use

  • Exposure of the work to unsuitable conditions (direct sunlight, moisture, extreme temperatures)

  • Natural disasters

  • Intervention by the buyer or a third party
     

VIII. Out-of-Court Dispute Resolution

In case of a dispute between the seller and the buyer, the buyer has the right to contact:

Contact for Czech Trade Inspection Authority:

Central Inspectorate - ADR Department

Štěpánská 567/15, 120 00 Prague 2

Email: adr@coi.cz

Website: www.coi.cz
 

IX. Final Provisions

This Complaints Policy becomes valid and effective on October 1, 2025.

PAYMENT METHODS

Credit/Debit Cards
PAYPAL

Cash on delivery

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