General Terms and Conditions (B2C) – ketom.shop

1. Introductory provisions

These Terms and Conditions (hereinafter the “T&Cs”) of:

Ketom Impex s.r.o.
Company ID (IČO): 17801826
VAT ID (DIČ): CZ17801826
Registered office: Kruhová 239/5, Ústí nad Labem, 400 01
Registered with the Regional Court in Ústí nad Labem, Section C, File No. 49775
Phone: +420 910 001 688
Website: https://ketom.shop
(hereinafter the “Seller”)

govern, in accordance with § 1751(1) of the Czech Civil Code, the mutual rights and obligations of the contractual parties arising in connection with or based on a purchase agreement (hereinafter the “Purchase Agreement”) concluded between the Seller and a natural person – consumer (hereinafter the “Buyer”) through the Seller’s online store.

The online store is operated on the website https://ketom.shop (hereinafter the “Website”) via the web interface of the store (hereinafter the “Store Interface”).

These T&Cs do not apply where the person purchasing goods is a legal entity or a person acting within the scope of their business activity or independent profession.

Deviating arrangements in the Purchase Agreement prevail over these T&Cs. These T&Cs form an integral part of the Purchase Agreement. The Purchase Agreement and the T&Cs are drawn up in the Czech language.

The Seller may amend or supplement these T&Cs. This does not affect rights and obligations arising during the effectiveness of the previous wording.

2. User account

Based on registration on the Website, the Buyer may access their user interface (hereinafter the “User Account”). The Buyer may order goods via the User Account. If the Store Interface allows it, the Buyer may also order without registration directly through the Store Interface.

When registering and ordering, the Buyer must provide accurate and truthful information and update it in the User Account whenever it changes.

Access to the User Account is secured by login credentials. The Buyer must keep confidential the information necessary to access the User Account and must not allow third parties to use the User Account.

The Seller may cancel the User Account, in particular if the Buyer does not use it for more than 12 months or breaches obligations under the Purchase Agreement or these T&Cs.

The Buyer acknowledges that the User Account may not be available continuously, especially due to necessary maintenance of the Seller’s hardware and software.

3. Conclusion of the Purchase Agreement

The Store Interface contains information about goods, including prices and, where applicable, the cost of returning goods if, by their nature, they cannot be returned by ordinary postal means (if relevant, stated on the product page / in the cart).

Prices are stated including VAT and all related fees. Prices remain valid for as long as they are displayed in the Store Interface. The Seller does not personalize prices based on the Buyer’s personal data (price personalization).

The Store Interface also contains information on packaging and delivery costs. Delivery costs are shown (typically in the cart) and may vary depending on the selected delivery method and delivery destination.

To order goods, the Buyer completes an order form in the Store Interface. Before submitting the order, the Buyer may review and change the data entered and correct input errors.

The Buyer submits the order by clicking a button that clearly indicates an obligation to pay (e.g., “Order with obligation to pay” or similar).

The Seller confirms receipt of the order without undue delay (typically electronically). The Purchase Agreement is concluded upon delivery of the order confirmation to the Buyer.

The Buyer agrees to the use of distance communication means when concluding the Purchase Agreement. Any costs incurred by the Buyer for the use of distance communication means are borne by the Buyer.

4. Price and payment terms

The Buyer may pay the price and any delivery costs by the methods offered in the Store Interface.

Together with the purchase price, the Buyer must also pay the agreed costs of packaging and delivery.

Any discounts provided by the Seller cannot be combined unless stated otherwise.

The Seller will issue a tax document (invoice) to the Buyer after payment and will send it electronically or make it available in the Store Interface where possible.

5. Withdrawal from the Purchase Agreement

The Buyer acknowledges that, pursuant to § 1837 of the Czech Civil Code, it is not possible to withdraw, among other things, from a contract: for goods made to the Buyer’s specifications or clearly personalized; for goods that deteriorate quickly; for goods in sealed packaging that are unsuitable for return for hygiene reasons once unsealed; for sealed audio/video recordings or computer software once unsealed; and in other cases stipulated by law.

Unless it is a case where withdrawal is excluded, the Buyer has the right to withdraw from the Purchase Agreement within 14 days of taking delivery of the goods.

The Buyer may use the model withdrawal form (see below) or withdraw by any other unambiguous statement via the procedures available in the Store Interface. The Seller will confirm receipt of the withdrawal to the Buyer without undue delay on a durable medium.

Withdrawal via an online interface function (from 19 June 2026): For distance contracts concluded via an online interface, the Seller will ensure that the Buyer can also withdraw using a withdrawal function available in the Store Interface (e.g., a button / control element), displayed prominently, easily accessible and available continuously throughout the withdrawal period. The function must be labelled with clear wording (e.g., “withdraw from the contract here”) and must allow submitting the withdrawal and subsequent confirmation.

In the event of withdrawal, the Purchase Agreement is cancelled from the beginning. The goods must be returned to the Seller within 14 days of withdrawal.

The Buyer returns the goods to the Seller’s address: Kruhová 239/5, 400 01 Ústí nad Labem, unless the return process in the Store Interface states otherwise.

The Buyer bears the direct costs of returning the goods to the Seller, including cases where, due to their nature, the goods cannot be returned by ordinary postal means.

The Seller will refund the Buyer without undue delay, no later than 14 days from withdrawal, all payments received, including delivery costs (to the extent required by law). However, the Seller is not obliged to refund before receiving the returned goods or the Buyer providing evidence that the goods have been sent, whichever occurs first.

The Seller is entitled to set off a claim for compensation for damage to the goods against the Buyer’s claim for a refund (to the extent permitted by law).

If a gift is provided together with the goods, the gift agreement is concluded with a resolutory condition: if the Buyer withdraws from the Purchase Agreement, the Buyer must return the gift as well.

6. Transport and delivery of goods

The method of transport and delivery is determined by the offer in the Store Interface. If the method of transport is agreed based on the Buyer’s special request, the Buyer bears the risk and any additional costs associated with it.

If the Seller is obliged to deliver the goods to the place specified by the Buyer in the order, the Buyer is obliged to accept the goods upon delivery.

If, due to reasons on the Buyer’s side, the goods must be delivered repeatedly or in a different manner than stated in the order, the Buyer must pay the additional costs incurred.

Upon receipt from the carrier, the Buyer must check the integrity of the packaging and report any defects to the carrier without delay. If the packaging shows signs of unauthorized opening, the Buyer may refuse to accept the shipment.

7. Rights from defective performance (complaints)

The rights and obligations regarding defective performance are governed by applicable generally binding legal regulations.

The Seller is liable to the Buyer that the goods are free from defects upon receipt and conform to agreed and customary characteristics.

If a defect appears within one year from receipt, it is presumed that the goods were defective upon receipt, unless the nature of the goods or the defect precludes this.

The Buyer is entitled to assert rights arising from a defect that occurs in consumer goods within two years of receipt.

The Buyer asserts rights from defective performance (complaint) primarily via the procedures available in the Store Interface, or by delivery (or personal handover by prior arrangement) to: Kruhová 239/5, 400 01 Ústí nad Labem.

8. Other rights and obligations, complaints, ADR, supervision

The Buyer acquires ownership of the goods upon payment of the full purchase price.

The Seller handles consumer complaints through the contact details available on the Website (phone / contact form).

The competent body for out-of-court settlement of consumer disputes (ADR) arising from the Purchase Agreement is the Czech Trade Inspection Authority (Česká obchodní inspekce).

The EU Online Dispute Resolution (ODR) platform was discontinued as of 20 July 2025, therefore the link is no longer provided as part of the information obligation.

Supervision of consumer protection obligations is carried out by the Czech Trade Inspection Authority; supervision of personal data protection is carried out by the Office for Personal Data Protection.

The Buyer assumes the risk of change of circumstances within the meaning of § 1765(2) of the Czech Civil Code.

9. Personal data protection

The information obligation under GDPR is fulfilled through the document “GDPR – protection of personal data” published on the Website: https://ketom.shop/cs/content/18-gdpr-ochrana-osobnich-udaju

10. Marketing communications and cookies

The Buyer may consent to receiving marketing communications; details are provided in the Store Interface and in the personal data protection policy.

Cookies and similar technologies are handled via cookie settings / cookie banner and related information on the Website.

11. Delivery of notices

Notices may be delivered to the Buyer to the electronic address provided in the order or in the User Account, or via the Store Interface.

12. Final provisions

If the relationship based on the Purchase Agreement contains an international element, it shall be governed by Czech law. This does not deprive the consumer of the protection of mandatory provisions that would apply in the absence of a choice of law.

If any provision of the T&Cs is invalid or ineffective, the remaining provisions remain valid.

The Purchase Agreement including the T&Cs is archived by the Seller in electronic form and is not accessible.

Seller contact details: Ketom Impex s.r.o., Kruhová 239/5, 400 01 Ústí nad Labem; phone: +420 910 001 688; website: https://ketom.shop. The Buyer may also contact the Seller via the contact form on the Website.

These T&Cs are valid and effective from 14 February 2026.

Appendix – Model withdrawal form

(The Buyer may complete and send this form if they wish to withdraw from the contract; it is not mandatory.)

Addressee (Seller): Ketom Impex s.r.o., Kruhová 239/5, 400 01 Ústí nad Labem

I hereby notify that I withdraw from the contract for the purchase of the following goods:
Order number: __________________________
Date of order / date of receipt: __________________________
Goods name: __________________________

Name and surname of the consumer: __________________________
Address of the consumer: __________________________
Contact (e-mail/phone): __________________________

Bank account for refund (if the original payment method cannot be used): __________________________

Date: __________________________
Signature (only if sent in paper form): __________________________