GENERAL TERMS AND CONDITIONS
for consumers purchasing through the Czech TIENS online environment
Version 1.0 | Effective from August 26, 2026
1.1 The Seller is TIENS (Czech Republic) s.r.o., Company ID No. 27397556, VAT ID No. CZ27397556, with its registered office at Slezská 2526/113, 130 00 Prague 3, Czech Republic, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 109869 (the “Seller” or “TIENS”).
1.2 Contact details: office@tiens.cz, telephone +420 724 175 888, website https://tiens.cz. Written correspondence may be sent to the registered office stated above.
1.3 These General Terms and Conditions (the “Terms”) govern the rights and obligations arising from distance purchase contracts concluded between the Seller and an individual acting outside his or her trade, business or independent professional activity (the “Consumer”).
1.4 These Terms apply only where TIENS (Czech Republic) s.r.o. is expressly identified as the seller in the relevant shopping interface, order summary or before the order is submitted. If an independent distributor or another person is identified as the seller, the Consumer concludes the contract with that person and the identification details and terms displayed before ordering apply.
1.5 These Terms do not govern the contractual relationship between TIENS and an independent distributor acting in a business or distribution capacity. That relationship is governed by separate contractual documents and TIENS rules.
2. Product information, prices and discounts
2.1 The main characteristics, composition or intended use of the goods, price and any restrictions are stated with the relevant product in the online offer. Product images are illustrative where indicated; the product description is decisive.
2.2 Prices are stated in Czech crowns and include VAT and other taxes. Delivery, payment and other mandatory charges are shown to the Consumer before the order is submitted.
2.3 Where the Seller announces a price reduction, it also states the lowest price required by law for the relevant reference period, unless a statutory exception applies.
2.4 An obvious pricing error does not create a right to receive goods at the erroneous price where the Consumer knew or, in the circumstances, should have known that it was an error. The Consumer will be informed without undue delay and any payment already received will be refunded.
3. User account
3.1 Where the online environment allows an account to be created, the Consumer must provide accurate and up-to-date information and protect login credentials against misuse.
3.2 TIENS may temporarily restrict or cancel an account if it is used unlawfully, fraudulently, contrary to these Terms or contrary to security rules. This does not affect the Consumer’s statutory rights arising from contracts already concluded.
3.3 The Consumer may request account deletion. Data that TIENS must retain due to legal obligations or to protect legal claims may continue to be retained after account deletion as described in the Privacy Notice.
4. Orders and formation of the purchase contract
4.1 The Consumer selects the goods and the method of delivery and payment, reviews the order summary and may identify and correct input errors before submitting the order.
4.2 Before submission, the interface displays in particular the selected products, the total price, delivery charges and other fees, the selected payment and delivery method, and information about the right of withdrawal where applicable.
4.3 The order is submitted by clicking a button or using an equivalent function that clearly indicates an obligation to pay, for example “Order with obligation to pay”.
4.4 After receiving the order, TIENS will send an acknowledgement of receipt to the Consumer’s e-mail address without undue delay. The purchase contract is concluded when TIENS sends an express confirmation that the order has been accepted for fulfilment. A separate technical acknowledgement of order delivery does not constitute acceptance of the offer where this is clearly stated in that acknowledgement.
4.5 TIENS may refuse an order for a legitimate reason, in particular if the goods are unavailable, an obvious pricing error has occurred, there is a reasonable suspicion of fraud, or the order cannot be fulfilled for legal or operational reasons. Any payment already received will be refunded without undue delay.
4.6 The contract is concluded in the Czech language. TIENS stores it for the period required to fulfil legal obligations and protect legal claims. The Consumer will receive the contract confirmation, these Terms and the information required by law electronically on a durable medium.
5. Payment terms
5.1 The payment methods currently available, the time when payment is due and any charges are stated in the shopping interface before the order is submitted. Depending on what the system offers at the relevant time, payment may be made by payment card, bank transfer or another method.
5.2 Payment may be technically processed by an external payment service provider. TIENS does not receive full payment-card details where they are processed directly by a certified payment gateway provider.
5.3 The Consumer will not be charged a fee for using a payment instrument that exceeds the actual cost, unless permitted by applicable law.
6. Delivery of goods
6.1 The available delivery methods, price and estimated delivery time are stated before the order is submitted. TIENS will deliver the goods without undue delay and no later than within the agreed period; if no period is agreed, no later than 30 days after conclusion of the contract, unless the parties agree otherwise.
6.2 The Consumer should inspect the condition of the consignment on receipt. It is advisable to record visible damage to the packaging with the carrier; however, failure to do so does not by itself extinguish the Consumer’s right to complain about a defect.
6.3 The risk of damage to the goods passes to the Consumer when the Consumer, or a third party designated by the Consumer other than the carrier, takes possession of the goods. If the Consumer independently selects a carrier not offered by TIENS, the risk passes in accordance with applicable law.
7. Right of withdrawal
7.1 A Consumer who concludes a distance contract generally has the right to withdraw without giving a reason within 14 days. For a contract for the sale of goods, this period generally begins when the Consumer, or a third party designated by the Consumer other than the carrier, receives the goods; for multiple items or parts, the beginning of the period is determined by the delivery method in accordance with the law.
7.2 To meet the deadline, it is sufficient to send an unequivocal notice of withdrawal before the period expires to office@tiens.cz or to TIENS (Czech Republic) s.r.o., Slezská 2526/113, 130 00 Prague 3. The model form in the appendix may be used, but its use is not mandatory.
7.3 The Consumer must send or hand over the goods without undue delay and no later than 14 days after withdrawal to TIENS (Czech Republic) s.r.o., Slezská 2526/113, 130 00 Prague 3, unless a different return address has been communicated for the particular order. The Consumer bears the direct cost of returning the goods where TIENS informed the Consumer before conclusion of the contract that the Consumer would bear that cost.
7.4 TIENS will refund all payments received, including the cost of the least expensive standard delivery method offered, without undue delay and no later than 14 days after withdrawal. TIENS may withhold the refund until it receives the returned goods or the Consumer provides evidence that the goods have been sent back, whichever occurs first.
7.5 The refund will be made using the same means of payment unless otherwise agreed and provided that the Consumer incurs no additional cost. The Consumer is liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality.
8. Exceptions to the right of withdrawal
8.1 The right of withdrawal does not apply only in the cases specified by law. The following situations may be particularly relevant to the TIENS product range:
• goods made to the Consumer’s specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return for health-protection or hygiene reasons and which were unsealed by the Consumer;
• any other case expressly provided for by the Czech Civil Code.
8.2 Describing a product as “promotional”, “on sale”, “clearance” or “pre-order” does not by itself exclude the right of withdrawal. If a statutory exception is relevant to a particular product, the Consumer will be informed before the contract is concluded.
9. Rights arising from defective performance and complaints
9.1 TIENS is responsible for ensuring that the goods are free from defects on receipt and comply with the agreed and statutory requirements, including their description, type, quantity, quality, functionality, compatibility and safety.
9.2 The Consumer may notify a defect that becomes apparent within the statutory period; for consumer goods, this is generally within two years of receipt unless the nature of the goods or applicable law provides otherwise.
9.3 If the goods are defective, the Consumer may, subject to the statutory conditions, request that the defect be remedied by repair or by replacement with conforming goods. In the cases specified by law, the Consumer may request a reasonable price reduction or withdraw from the contract.
9.4 A complaint may be submitted by e-mail to office@tiens.cz, in writing or in person at TIENS, Slezská 2526/113, 130 00 Prague 3. It is advisable to state the order number, the product, a description of the defect, when it appeared and the requested remedy. A purchase receipt may be replaced by other credible evidence of purchase.
9.5 When a complaint is submitted, TIENS will issue a written confirmation stating the date, content of the complaint, requested method of resolution and the Consumer’s contact details. After the complaint has been resolved, TIENS will issue confirmation of the date and method of resolution or a written statement of reasons for rejection.
9.6 The complaint, including removal of the defect, will be resolved and the Consumer informed no later than 30 days after submission unless the parties agree on a longer period. TIENS bears the costs of a justified complaint to the extent required by law.
10. Complaints and alternative dispute resolution
10.1 A complaint may first be sent to office@tiens.cz. TIENS will attempt to resolve it without undue delay.
10.2 If a consumer dispute arising from a purchase contract cannot be resolved by agreement, the Consumer may submit a proposal for out-of-court dispute resolution to the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate - ADR Department, Gorazdova 1969/24, 120 00 Prague 2, e-mail adr@coi.gov.cz.
Details and the application form are available on the Czech Trade Inspection Authority website.
10.3 The European Online Dispute Resolution (ODR) platform is no longer operated and is therefore not referenced in these Terms.
11. Personal data protection and cookies
11.1 The processing of personal data is described in the separate Privacy Notice. The use of cookies and similar technologies is governed by the Cookie Policy.
11.2 Consent is not required for the processing of personal data necessary to conclude and perform a contract, comply with legal obligations or carry out other processing based on a lawful ground. Marketing consent is voluntary and may be withdrawn at any time.
12. Final provisions
12.1 Legal relationships are governed by the laws of the Czech Republic. This does not deprive the Consumer of mandatory rights granted by applicable laws of another country under the rules of private international law.
12.2 The invalidity or ineffectiveness of one provision does not affect the remaining provisions to the extent permitted by law.
12.3 TIENS may amend these Terms for future contracts. The wording effective when a particular contract is concluded and provided to the Consumer on a durable medium governs that order.
12.4 These Terms are effective from August 26, 2026.
Appendix 1 - Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Use of this form is not mandatory.
To: TIENS (Czech Republic) s.r.o., Slezská 2526/113, 130 00 Prague 3, Czech Republic; e-mail: office@tiens.cz
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
................................................................................................................................................
Order number: ........................................................................................................................
Date ordered / date received: ................................................................................................
Consumer’s name: .....................................................................................................................
Consumer’s address: ..................................................................................................................
E-mail / telephone (optional): ...................................................................................................
Date: ........................................ Signature (only if submitted on paper): ........................................