Right of withdrawal

This is an English translation provided for information only. In the event of any dispute or discrepancy, the Czech version of these documents is binding.

Withdraw from the contract online

The information on withdrawal from the contract forms part of the terms and conditions (Articles 9 to 11); for clarity, we also set it out here.

9. Consumer withdrawal when purchasing goods

9.1 A consumer may withdraw from a contract concluded at a distance or away from business premises within 14 days without giving any reason. For a purchase of goods, the period runs from the day following receipt of the goods by the consumer or by a person designated by them other than the carrier. If individual items or parts of a single order are delivered separately, the period runs from receipt of the last item or part; for regular delivery over an agreed period, from the first delivery. In the case of an unsolicited visit to the consumer’s home or a sales excursion, the statutory period of 30 days applies to a contract concluded in this way.

9.2 The right to withdraw without giving a reason does not apply to goods made to the consumer’s individual requirements or adapted to their personal needs under § 1837 of the Czech Civil Code. The consumer is informed of the specific individualisation and of the exclusion of the right before the contract is concluded. Merely ordering the manufacture of a standard model, selecting a regular variant from the range offered or installation alone does not automatically give rise to this exception.

9.3 It is sufficient to send the withdrawal on the last day of the period; it need not reach the seller within that period. If the last day falls on a Saturday, Sunday or public holiday, the period ends on the next working day. The consumer may use the form in Annex 1 or any other unequivocal statement sent to sadlik@play4kids.cz or to Slovenská 910, 685 01 Bučovice. From 1 January 2027, they may also use the function described in Article 11 (withdrawal from the contract online). The seller will confirm receipt of a withdrawal sent by e-mail without undue delay.

9.4 The consumer sends back or hands over the goods no later than 14 days after withdrawal, unless the seller has offered to collect them itself. The goods are returned to Slovenská 910, 685 01 Bučovice, unless the parties agree on a different place for the specific return. For bulky or installed products, we recommend agreeing on a safe procedure and transport in advance. An agreement on logistics is not a condition for the validity of the withdrawal. The original packaging is not required; the goods must be secured against damage during return transport.

9.5 The consumer bears the direct cost of returning the goods if the seller duly informed them of this obligation before the contract was concluded. For goods that cannot be returned by ordinary post, the seller states in advance the specific amount of the costs or, if this cannot reasonably be determined, a reasonable maximum estimate for the product and place concerned. If this information is not duly provided, the consumer does not bear these costs. In the case of a contract concluded away from business premises where the goods were delivered to the consumer’s home at the time the contract was concluded and cannot normally be sent by post, the seller collects them at its own expense.

9.6 The seller refunds the payments received, including the costs of the cheapest standard method of original delivery offered, within 14 days of receiving the withdrawal. A surcharge for a more expensive delivery method chosen beyond this standard is not refunded. The money is refunded using the same means of payment, unless the consumer expressly agrees to another method that involves no further costs. The seller may withhold the refund until it has received the goods back or proof that they have been sent, whichever is earlier; this does not apply if the seller has offered to collect the goods itself.

9.7 The consumer is liable only for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning, and only if they were duly informed about withdrawal. The seller will specifically document and quantify any diminished value. It does not charge any flat-rate fee for withdrawal, restocking or ordinary unpacking. Installation or use may reduce the value depending on the circumstances, but does not in itself extinguish the right of withdrawal.

9.8 If a free gift is provided with a specific purchase subject to a condition, announced in advance, that it be returned in the event of withdrawal, it is returned together with the goods concerned. Failure to return the gift does not automatically entitle the seller to withhold all payments to be refunded. If the consumer was not duly informed of the right of withdrawal, the statutory extension of the period applies; this provision does not replace the obligation to provide that information.

10. Consumer withdrawal for services

10.1 For a separate service agreed at a distance or away from business premises, the withdrawal period is generally 14 days from the conclusion of the contract; in the special cases referred to in Article 9.1, it is 30 days. The right is assessed according to the actual content of the contract. For a purchase of goods with installation, the consumer’s statutory rights cannot be curtailed merely by splitting the price into several items.

10.2 Installation, inspection or another service will begin before the withdrawal period expires only at the consumer’s express request, where such a request is required by law. The consumer receives information in advance about any proportionate payment for performance already provided and about the conditions under which the right of withdrawal is lost once the service has been fully provided. For a contract concluded away from business premises, the request must be made on a durable medium. Agreement to the terms and conditions alone does not replace this special request.

10.3 If the consumer withdraws after the service has begun at their proper express request, they pay only a proportionate part of the agreed price for the performance actually provided up to the notice of withdrawal. If the agreed price is excessive, the payment is based on the usual market value. Without the required information or express request, this payment is not required. The settlement and any refund of an overpayment are made within the statutory period.

10.4 The right of withdrawal is lost upon full provision of a paid service only if the statutory conditions are met, in particular the consumer’s prior express consent and their acknowledgement that they are aware that this right is lost upon full provision. For a partially performed service, or if these conditions are not met, the right is not lost. Withdrawal may be notified by the procedure under Article 9 using Annex 1.

11. Electronic withdrawal effective from 1 January 2027

11.1 From 1 January 2027, for contracts concluded via an online interface for which the consumer has a statutory right of withdrawal, the seller provides an easily accessible electronic function “Withdraw from the contract”. The function is clearly visible and available throughout the period in which the statutory right can be exercised. The “Withdrawal from the contract” link in the footer of the online shop leads to a page where the function is available via the “Withdraw from the contract online” button; direct address: https://play4kids.cz/en/odstoupeni-od-smlouvy/formular. The consumer is informed of the existence and location of the function before the contract is concluded.

11.2 The function makes it easy to enter or confirm the consumer’s first name and surname, the details identifying the contract and the electronic contact to which the confirmation is to be sent. It is also available to a customer without a user account and does not require a new account to be created. If the consumer does not have an order number, they enter in the “Order number” field other details by which the contract can be identified (for example the order date and the product).

11.3 After filling in the details, the consumer proceeds to a summary with the “Continue to confirmation” button and sends the withdrawal with the “Withdraw from the contract” button. The seller sends, without undue delay, an electronic confirmation in text form containing the content of the notice and the date and time it was sent by the consumer. The timeliness of the withdrawal is assessed according to when the consumer sent it; it is not subject to subsequent approval by the seller.

11.4 The electronic function is an additional way of exercising the right. It remains possible to withdraw by e-mail, by post or by any other unequivocal statement. Neither an outage of the function nor a missing confirmation e-mail renders invalid a withdrawal that was otherwise demonstrably sent. The function neither extends nor narrows the statutory scope of the right; for genuinely individualised goods, Article 9.2 applies.

Annex 1 – Withdrawal form