GENERAL TERMS AND CONDITIONS (GTC)

of the online store www.shopcharme.eu

1. Introductory Provisions

1.1. Seller (Operator)

1.1.1. These General Terms and Conditions (hereinafter referred to as “GTC” or “Terms and Conditions”) apply to the purchase of goods in the online store www.shopcharme.eu (hereinafter referred to as the “Online Store”), operated by Natanemia s.r.o., with its registered office at Vodárenská 1096, Třeboň II, 379 01 Třeboň, Company ID No. (IČ): 296 74 425, registered in the Commercial Register maintained by the Regional Court in České Budějovice, Section C, File 36704 (hereinafter referred to as the “Operator” or “Seller”).

1.1.2. The business premises and contact address are located at: Svobody 55, 379 01 Třeboň, Czech Republic.

1.1.3. The Seller is NOT a payer of value-added tax (non-VAT payer). All prices listed in the Online Store are final (excluding shipping costs).

1.1.4. The Seller may amend or supplement the wording of the general terms and conditions. This provision does not affect the rights and obligations arising during the validity of the previous version of the terms and conditions.

1.2. Buyer

1.2.1. The Buyer is a person who, when concluding and fulfilling a contract, does not act within the scope of their business or other entrepreneurial activity. This is a natural or legal person who purchases goods or uses services for purposes other than for business with those goods or services (hereinafter referred to as the “Buyer” or “Consumer”).

1.2.2. The legal relationships between the Seller and the Buyer not expressly regulated by these GTC are governed by the relevant provisions of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”), as amended, and Act No. 634/1992 Coll., on Consumer Protection, as amended, as well as related regulations.

1.3. Conditions of the GTC Effect

1.3.1. These Terms and Conditions are an integral part of every purchase contract concluded between the Operator and the Buyer and regulate the mutual rights and obligations of the contractual parties arising from the purchase contract.

1.3.2. By concluding the purchase contract, the Buyer demonstrates their agreement with the Terms and Conditions in their full and unabridged wording.

1.3.3. Unless expressly stated otherwise in the purchase contract, these Terms and Conditions shall apply to all mutual relations between the contractual parties.

1.3.4. Communication between the Operator and the Buyer is conducted via email at info@shopcharme.eu, unless otherwise agreed by the parties.

1.4. Terms Used

1.4.1. Purchase Contract – a purchase contract concluded in electronic form between the Operator as the seller and the Buyer.

1.4.2. Online Store – an online system operated on the internet that enables the conclusion of purchase contracts between the Operator and the Buyer using remote communication, i.e., distance selling.

1.4.3. Goods – tangible items offered in the Online Store.

2. Offer of Goods, Order, Conclusion of Purchase Contract, Method of Delivery and Payment

2.1. Offer of Goods

2.1.1. The offer of goods refers to selected goods offered through the catalog on the website of the Online Store.

2.1.2. The web interface of the Online Store includes a list of goods offered for sale by the Seller, including the prices of each item. The prices are final, as the Seller is a non-VAT payer, and do not include shipping and insurance costs. The offer of goods and their prices remain valid as long as they are displayed on the web interface of the store.

2.1.3. All offers of goods listed in the web interface of the store are non-binding, and the Seller is not obligated to conclude a purchase contract for these goods.

2.1.4. The web interface of the Online Store contains information about the costs associated with the delivery of goods within the European Union (EU).

2.2. Order

2.2.1. To order goods, the Buyer fills out the order form in the web interface of the Online Store. The order form contains information about the ordered goods, the method of payment, the requested method of delivery, and the shipping costs.

2.2.2. The Buyer submits the order to the Seller by clicking the “place binding order” button. The information provided in the order is considered correct by the Seller. When placing an order, the Buyer is obliged to provide accurate and truthful information.

2.2.3. The order is a proposal for a purchase contract on the part of the Buyer.

2.2.4. The Buyer acknowledges that the Seller is not obliged to conclude a purchase contract, especially with persons who have previously significantly breached a purchase contract, or if the Seller has only one piece of the offered goods available and it has already been ordered by another customer.

2.2.5. The costs incurred by the Buyer when using remote communication means in connection with concluding the purchase contract (internet connection costs, phone call costs) are borne solely by the Buyer.

2.3. Conclusion of the Purchase Contract

2.3.1. The contractual relationship (purchase contract) between the Operator and the Buyer is established upon the delivery of the notification of order acceptance (acceptance), which is sent by the Operator to the Buyer’s email address specified in the order.

2.4. Method of Delivery

2.4.1. Delivery of goods is restricted to territories within the European Union (EU).

2.4.2. Delivery is carried out exclusively through Zásilkovna (Packeta Group) via the following methods chosen by the Buyer during the order process:

Zásilkovna Home (Direct address delivery)

Zásilkovna Pick-up (Delivery to a designated pick-up point or Z-box)

2.4.3. The Operator agrees to inform the Buyer about the dispatch of the goods via email.

2.4.4. The Buyer is obliged to accept the goods upon delivery. If, due to reasons on the part of the Buyer, it is necessary to deliver the goods repeatedly or by a different method, the Buyer is obliged to cover the costs associated with repeated or alternative delivery.

2.4.5. Inspection of shipment: The Buyer is required to inspect the condition of the packaging upon delivery. If mechanical damage to the packaging is detected (e.g., a torn or dented box), the Buyer must inspect the goods in the presence of the carrier and immediately draw up a damage report with Zásilkovna (Packeta) or the courier. By accepting the shipment without reservation, the customer confirms that the packaging was intact. Claims for mechanical damage to goods after acceptance will not be considered, in accordance with the transportation conditions of the carrier.

2.5. Payment Methods

2.5.1. The Operator offers payment methods including bank transfer and online card payment.

2.5.2. If the Buyer chooses bank transfer or online card payment, the order price must be paid before the order is processed. Orders will only be dispatched after the total amount has been successfully credited to the Operator's bank account or verified via the payment gateway.

2.5.3. Bank account details for payment:

Bank Account (CZ): 6763843329 / 0800

IBAN (International): CZ47 0800 0000 0067 6384 3329

2.5.4. The Seller is a non-payer of VAT. The Buyer will always receive an invoice (tax document) without VAT, either included in the package with the goods or via email.

2.6. Discounts and Discount Coupons

2.6.1. Discount coupons cannot be applied to sale items or items marked as “Deal of the Day.”

2.6.2. Discount codes cannot be used repeatedly or combined simultaneously unless explicitly stated on the coupon.

3. Delivery Time and Conditions

3.1.1. The delivery time, if specified for a product, is for informational purposes only and is not strictly binding for the Operator.

3.1.2. The Operator is not liable for damages caused by delays in shipping or delivery caused by the carrier (Zásilkovna).

3.1.3. If multiple items with different delivery times are ordered together, they will be shipped once all items are ready.

3.1.4. The risk of damage to goods, accidental destruction, or deterioration passes to the Buyer at the moment the Buyer takes possession of the goods.

4. Withdrawal from the Purchase Agreement & Free Returns

4.1. Right of Withdrawal

4.1.1. In accordance with § 1829 (1) of the Civil Code, the Buyer has the right to withdraw from the purchase agreement within 14 days of receiving the goods and return the goods without providing a reason.

4.1.2. Before sending the returned goods, the Buyer is required to inform the Seller in writing via email at info@shopcharme.eu, specifying the order number and the list of returned goods.

4.2. Free Return Shipping Process via Zásilkovna

4.2.1. The return shipping fee is entirely paid by the Seller. The Buyer does not pay any return shipping fee.

4.2.2. Returns are accepted exclusively through Zásilkovna (Packeta Group). The Buyer shall return the goods by taking the package to any Zásilkovna drop-off/pick-up point and providing the operator with the following return code: 95175632.

4.2.3. The operator at the Zásilkovna branch will print a label and accept the package. The Buyer does not pay anything at the branch; the shipping cost is billed directly to the Seller.

4.2.4. Goods cannot be returned via any other carrier to the business address, and cannot be returned by cash on delivery (COD). Such shipments will not be accepted and will be returned to the sender.

4.3. Condition of Returned Goods

4.3.1. Returned goods must be in their original condition: complete (including accessories, gifts, and documentation), undamaged, unwashed, unworn, unpressed, must not smell of perfume, and must have the original identification tags and labels still attached.

4.3.2. An invoice or a copy of it must be included in the package.

4.3.3. Hygienic exception: For hygienic reasons, it is strictly not possible to return or exchange the lower part of underwear.

4.4. Refund

4.4.1. The purchase price will be refunded to the Buyer's bank account within 14 days of the Seller receiving and inspecting the returned goods.

4.4.2. Alternatively, upon agreement, the value of the returned goods can be offset against the Buyer's next order (deducted from the next purchase price).

5. Quality Warranty, Liability for Defects, and Complaints (Claims)

5.1. Quality Warranty

5.1.1. The rights and obligations regarding liability for defects are governed by the relevant regulations of the Czech Republic (especially the Civil Code and the Consumer Protection Act No. 634/1992 Coll.).

5.1.2. The Seller is responsible to the Buyer for ensuring that the sold item is free of defects upon receipt.

5.1.3. The warranty period for defects in the goods is 24 months (§ 2165 (1) of the Civil Code) from the moment of receipt. The warranty does not cover defects caused by normal wear and tear, improper use, or mechanical damage that occurs after the Buyer has taken possession of the goods.

5.2. Complaints (Claims) Procedure

5.2.1. If a defect appears within the warranty period, the Buyer must notify the Seller via email at info@shopcharme.eu with a description of the defect and a copy of the invoice.

5.2.2. Complaints are handled exclusively through Zásilkovna (Packeta Group). The Buyer shall pack the defective goods and bring the package to any Zásilkovna drop-off point, providing the staff with the return code: 95175632.

5.2.3. The shipping cost for sending the claimed goods is fully covered by the Seller through this code. No packages sent via other carriers or cash on delivery (COD) will be accepted.

5.2.4. The Seller is obliged to resolve the complaint and inform the Buyer of the outcome within 30 calendar days from the day the package is received via Zásilkovna.

6. Protection of Personal Data (GDPR)

6.1. Basic Provisions

6.1.1. The data controller under Article 4, point 7 of the Regulation (EU) 2016/679 (hereinafter referred to as “GDPR”) is Natanemia s.r.o., Company ID (IČ): 29674425, with its registered office at Vodárenská 1096, Třeboň II, 379 01 Třeboň (hereinafter referred to as “the Controller”).

6.1.2. The contact details of the Controller are:

Address: Svobody 55, 379 01 Třeboň

Phone: +420777722910

Email: info@shopcharme.eu

6.2. Sources and Categories of Processed Personal Data

6.2.1. The Controller processes personal data provided by you or personal data obtained based on fulfilling your order (identification, contact, and billing details necessary for contract performance).

6.3. Legal Basis and Purpose of Processing

6.3.1. The legal basis for processing personal data is:

Performance of the contract between you and the Controller under Article 6(1)(b) GDPR.

The legitimate interest of the Controller in direct marketing (sending commercial communications and newsletters) under Article 6(1)(f) GDPR.

6.3.2. The purpose of processing is the execution of your order, delivery of goods, and exercising rights arising from the contractual relationship.

6.4. Data Retention Period

6.4.1. Personal data will be retained for the time necessary to exercise rights and obligations arising from the contractual relationship and for a maximum period of 15 years from the termination of the contractual relationship due to legal compliance and accounting laws.

6.5. Recipients of Personal Data

6.5.1. The Controller does not disclose the Buyer’s personal data to third parties, except for:

The contracted carrier (Zásilkovna / Packeta Group) to ensure the delivery and return of goods.

Partners providing necessary technical, payment gateway, website, or marketing services under strict data protection agreements.

6.6. Your Rights

6.6.1. Under the conditions set out in the GDPR, you have the right to access your data, rectify it, erase it (“right to be forgotten”), restrict processing, object to processing, and the right to data portability.

6.6.2. You can withdraw your consent to marketing communications at any time free of charge via email at info@shopcharme.eu.

6.6.3. You also have the right to file a complaint with the Office for Personal Data Protection (Úřad pro ochranu osobních údajů - ÚOOÚ) if you believe your data protection rights have been violated.

7. Final Provisions

7.1. The language of communication between the Operator and the Buyer and the language of the purchase contract is Czech or English.

7.2. If the relationship related to the use of the website or the legal relationship established by the purchase contract contains an international element, the parties agree that the relationship will be governed by Czech law. This does not affect consumer protection rights under your local legislation.

7.3. The out-of-court resolution of consumer disputes (ADR) is conducted by the Czech Trade Inspection Authority (Česká obchodní inspekce). Information and submission forms can be found at: https://www.coi.cz.

Last updated: June 19, 2026