Terms and conditions of the Karlovarská sůl / LEON online store
Seller: Karlovarská sůl s.r.o.
Online store: https://karlovarska-sul.cz/en
Version: 8 October 2026
Effective from publication in the online store for new orders
1. Who we are and which purchases these terms cover
1.1. The online store is operated by Karlovarská sůl s.r.o., with its registered office at Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary, company registration number 11669403, VAT number CZ11669403, entered in the Commercial Register maintained by the Regional Court in Plzeň, Section C, Entry 41003. In these terms, we refer to ourselves as the “seller” or “we”.
1.2. You can contact us by email at shop@karlovarska-sul.cz, by telephone on +420 793 983 909 or in writing at our registered office. The same address is also used for sending returned goods and goods subject to a defect claim.
1.3. These terms govern one-off purchases of goods through the online store between us and a consumer. A consumer is an individual making a purchase outside their business activity or independent professional practice. Below, we refer to the consumer as the “buyer” or “you”. The actual purpose of the purchase is decisive; providing a company registration number or ordering a particular quantity of goods does not automatically exclude consumer status.
1.4. Purchases made in the course of business, wholesale cooperation and any subscriptions are subject to separately agreed terms. These terms do not themselves introduce such services.
1.5. These terms apply to consumer orders placed through the online store. We conclude the sales contract in the language selected during the ordering process; the available languages are Czech, English, German and Russian. The terms are available in the online store in the corresponding language versions and form part of the sales contract. An expressly agreed provision departing from these terms takes precedence, provided it does not restrict consumer rights contrary to law.
2. Information about the goods and their use
2.1. We provide the main characteristics of the goods, their quantity or weight, composition and other information needed to make a choice alongside each product. For food products, we make the mandatory information available before the purchase is completed to the extent required by law; the complete mandatory information is available upon delivery. Details of the particular batch, shelf life or use-by date, and any instructions after opening can be found on the packaging or in the accompanying information.
2.2. Use the product for its intended purpose and follow the instructions for use and storage. For products intended for consumption, observe the recommended dosage and warnings for the particular product. Products labelled for external use are not intended for consumption.
2.3. If a product is labelled as a food supplement, it is not a substitute for a varied and balanced diet. Information on using the products does not replace individual healthcare. If you need to assess whether a product is suitable in view of your health, medication, pregnancy or age, consult a doctor or pharmacist. This does not limit our responsibility for the accuracy of the information we provide or your statutory rights.
2.4. Photographs are used to present the goods. The way colours appear may be affected by device settings. Any natural variations in a natural product are permissible only if they are consistent with its nature and do not constitute a failure to meet the agreed or legally required characteristics. This provision does not entitle us to supply a different product, composition, quantity or lower quality.
3. Customer account
3.1. You can shop without registering. If the online store offers a customer account, you can use it in accordance with the features currently available in it.
3.2. Provide correct, up-to-date information when ordering and in your account. Protect your login details, verification codes and email account against misuse. Contact us if you suspect unauthorised access.
3.3. Your account may be temporarily unavailable, for example during maintenance. If we have reasonable grounds to suspect misuse, we may restrict access to a proportionate extent; we will inform you of the restriction and the reason for it unless security or legal reasons prevent us from doing so. Closing or restricting your account does not limit your rights under contracts already concluded, in particular the right to make a defect claim and withdraw from the contract. You may also exercise these rights using our contact details.
4. Ordering and concluding the sales contract
4.1. Select the goods in the online store, add them to your cart, fill in the required details and choose from the available delivery and payment methods. Before submitting the order, you can check and correct its contents and your details.
4.2. Immediately before you submit the order, its essential details will be displayed, in particular the goods ordered and the total price including delivery and any additional charges. You submit the order using a button whose label clearly indicates the obligation to pay. By submitting the order, you make a binding offer to conclude a sales contract.
4.3. The presentation of goods in the online store does not in itself constitute an offer to conclude a contract; Section 1732(2) of the Czech Civil Code does not apply. The sales contract is concluded when our order confirmation accepting your order is delivered to your email address. If a message expressly states that it is only a technical acknowledgement of receipt of the order and that the order has not yet been accepted, the contract is concluded only upon subsequent express acceptance.
4.4. If we need to check the availability of goods or clarify order details before accepting your order, we will contact you. We may propose a change to the goods ordered, the price or other essential terms, but we will not make that change without your consent. If we do not accept your order, we will notify you and refund any payment already received without undue delay.
4.5. If there is an obvious error in the price or description, we will inform you before accepting your order and offer the correct terms. An error alone does not entitle us to change or cancel a contract already concluded at our discretion; in such a case, the applicable law will govern the procedure.
4.6. We will provide confirmation of the concluded contract, its essential details, the version of these terms applicable to your purchase and the model withdrawal form in a text format that you can retain by email, no later than upon delivery of the goods. We retain the contractual documentation in accordance with the law. It is not publicly accessible; you may ask us for a copy of the documentation relating to your purchase.
4.7. We do not charge a special surcharge for using the internet or telephone to make a purchase. You pay your internet provider or telephone operator according to their normal tariff.
5. Prices, discounts and payment
5.1. Prices for consumers include VAT and all mandatory charges relating to the goods. The currency, delivery charge, any fee for the selected payment method and the total amount are stated before you submit the order. We do not add any further paid extras without your express consent.
5.2. The price agreed in the sales contract applies to the particular purchase. A subsequent change to the price in the online store does not change the price of a contract already concluded.
5.3. We state the conditions for discounts, discount codes and free delivery alongside the relevant offer and before the order is completed. Discounts may be combined only if their conditions, stated in advance, allow this. When announcing a discount, we provide the legally required information about the previous lowest price where that obligation applies to the offer.
5.4. You can choose from the payment methods currently offered for your order. The available methods may vary depending on the country of delivery, currency or selected delivery method. Instructions and any charges will be displayed before you submit the order.
5.5. For payment in advance by bank transfer, the price is due within 7 days of conclusion of the contract, unless expressly agreed otherwise for the particular order. For online payment, follow the instructions in the payment interface. For cash on delivery or payment upon personal collection, the price is due when you receive the goods, if that payment method is offered.
5.6. For payment in advance, we may wait for payment before dispatching the goods. If payment does not arrive on time, we will ask you to pay within an additional reasonable period and inform you of the next steps. We may withdraw from the contract subject to the conditions laid down by law.
5.7. We will provide your proof of purchase electronically. On request, we will help you find the document for a particular order.
6. Delivery and receipt of the goods
6.1. Delivery methods, delivery locations, any option for personal collection and their prices are offered according to the particular order. You will be informed of the binding details before you submit the order. Availability of delivery to a particular country is determined by the options offered for the relevant delivery address.
6.2. We will deliver the goods within the agreed time. If no delivery time has been agreed, we will deliver without undue delay, no later than 30 days after conclusion of the contract. We will inform you of any anticipated delay. Merely notifying you of a delay does not change the agreed delivery time.
6.3. If we do not deliver on time, you may give us an additional reasonable period. If we also fail to deliver within that period, you may withdraw from the contract. You do not have to grant an additional period, in particular if we refuse to deliver or if timely delivery was essential in view of the circumstances or a statement you made before the contract was concluded. Following withdrawal, we will refund payments received without undue delay.
6.4. If you use a delivery service offered by us, the risk of damage to the goods passes only when you or a person you have designated to receive them, other than the carrier, takes possession of them. In the case of personal collection, it passes when you take possession. If you arrange your own carrier that we did not offer, the statutory rules on handover to that carrier apply.
6.5. We recommend checking the parcel upon receipt. If it is visibly damaged, we recommend documenting the damage, notifying the carrier and contacting us. You may refuse an obviously damaged parcel. Failure to check the parcel, the absence of a carrier's damage report or accepting the parcel does not in itself limit your statutory rights in respect of defects.
6.6. Take delivery of the goods at the agreed place and time. If you cannot receive them, contact us. We will agree with you in advance on any repeat delivery or change of address and any associated costs. We may seek reimbursement of costs or compensation for damage only if the statutory conditions are met, and only in a demonstrable, reasonable amount; we do not impose a flat-rate contractual penalty for failure to take delivery. Failure to take delivery of a parcel does not in itself constitute notice of withdrawal from the contract.
6.7. You acquire ownership of the goods when you take possession of them, but not before the purchase price has been paid in full. This does not affect the passing of the risk of damage or your rights as a consumer.
7. Withdrawal from the contract within 14 days
7.1. As a consumer, you may withdraw from a contract concluded through the online store without giving a reason within 14 days of receipt of the goods by you or a person you designate, other than the carrier. If goods from one order are delivered separately, the period runs from receipt of the last item; for goods consisting of several parts, it runs from receipt of the last part.
7.2. The period starts on the day after the relevant receipt of the goods. If the last day falls on a Saturday, Sunday or public holiday, the period ends on the next working day. You may also exercise this right before the goods are delivered. If we fail to properly inform you of your right to withdraw, you may withdraw for up to one year after the original fourteen-day period expires. If we subsequently provide that information during this period, the withdrawal period ends 14 days after you receive it.
7.3. Notify us of your withdrawal by an unequivocal statement, for example by email to shop@karlovarska-sul.cz or by letter to Karlovarská sůl s.r.o., Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary. You may use the form in Annex 1, but this is not compulsory. Provide details that allow us to identify you and the purchase from which you are withdrawing. Withdrawal does not require our prior consent or a reason.
7.4. The deadline is met if you send the notice before the period expires. Merely failing to take delivery of a parcel, the carrier returning a parcel, or closing your customer account does not replace an unequivocal notice of withdrawal.
7.5. After withdrawing, send or hand the goods back to us without undue delay, no later than 14 days after withdrawal from the contract, at the address given in clause 7.3. The deadline is met if you dispatch the goods in time. You bear the direct costs of returning the goods when withdrawing without giving a reason. This rule does not apply to the costs of a justified defect claim.
7.6. Pack the goods appropriately to prevent damage in transit. The original shipping or retail packaging and the original receipt are not conditions for valid withdrawal. Protective seals and statutory exceptions are assessed under section 8.
7.7. We will refund the money received without undue delay, no later than 14 days after withdrawal. If you withdraw from the entire order, we will also refund the original delivery costs, but only up to the cost of the least expensive delivery method we offered for that order. Personal collection is not considered a delivery method for this purpose. If you withdraw only in respect of part of an order, we will refund the price of the goods returned. We will not refund delivery costs to the extent that the same amount would have been charged for the goods you keep. If part of the original charges is attributable solely to the goods returned, we will also refund that part to the extent required by law. We do not impose an additional penalty or retrospectively charge for free delivery previously granted.
7.8. We will make the refund using the same method you used to pay, unless we expressly agree on a different method that does not cause you any additional costs. We may withhold reimbursement until we receive the returned goods or you provide proof of dispatch, whichever occurs first; this does not apply if we offer to collect the goods.
7.9. We do not charge a handling fee or contractual penalty for exercising the right to withdraw. You are liable only for the actual reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning. We will give specific reasons for any claim. If we have not properly informed you of the right to withdraw, we cannot require this compensation.
8. Statutory exceptions to the right to withdraw
8.1. The right to withdraw without giving a reason does not apply in the cases set out in Section 1837 of the Czech Civil Code. The following may be relevant to our product range in particular:
- goods made to your specifications or personalised to your needs;
- goods liable to deteriorate or expire rapidly;
- goods which, due to their nature, have become inseparably mixed with other goods after delivery;
- goods supplied in sealed protective packaging where you have broken the seal and the goods are then unsuitable for return for health protection or hygiene reasons.
8.2. We assess exceptions according to the nature of the particular product. The mere fact that an item is a food product or a product for external use does not automatically exclude the right to withdraw. Opening the shipping box, gift packaging or ordinary outer packaging does not in itself constitute breaking a protective hygiene seal. We will inform you before the contract is concluded if an exception applies to a particular product.
8.3. Excluding withdrawal without giving a reason does not affect your rights in respect of defects. You may make a claim about defective goods even if you have opened or used them and thereby discovered the defect.
9. Rights in respect of defects
9.1. We are responsible for ensuring that the goods conform to the contract upon receipt, in particular to the agreed description, type, quantity and quality, and are suitable for the agreed purpose. They must also meet the characteristics required by law, including the usual safety, durability, accessories, instructions and characteristics you may reasonably expect in view of our offer and advertising.
9.2. You may report a defect that the goods had upon receipt and that becomes apparent within two years of receipt. The two-year period concerns when the defect becomes apparent; reporting it later does not in itself remove your statutory rights. If it becomes apparent within the first year, it is presumed to have existed upon receipt unless this is incompatible with the nature of the goods or the defect. This period does not run while you are unable to use the goods because of a defect you have justifiably reported.
9.3. The two-year period does not mean that food or another product with a limited usable life must retain its characteristics for two years. Its characteristics and durability are assessed according to the nature of the product, the stated shelf life or use-by date, and the conditions of storage and use. This does not limit your rights in respect of a defect that the product had upon receipt, for example inadequate quality or an incorrectly stated shelf life.
9.4. Ordinary wear and tear and a defect you have caused, for example by demonstrably incorrect storage or use contrary to the instructions, are not considered defective performance. A price discount alone does not exclude liability for defects. A departure from the legally required characteristics is considered agreed only if the statutory conditions are met, including your separate express consent to the specific departure before the contract is concluded.
9.5. If there is a defect, you may request that it be remedied by repair or replacement, at your choice. We do not have to comply with your choice if the selected method is impossible or disproportionately costly compared with the other method. We may refuse to remedy the defect only under the conditions laid down by law. We will provide the remedy free of charge, within a reasonable time and without significant inconvenience to you; we will arrange any necessary collection of the goods at our expense.
9.6. You may request a proportionate price reduction or withdraw from the contract, in particular if we refuse to remedy the defect or fail to do so properly, the defect appears repeatedly, it constitutes a material breach of the contract, or it is clear that it will not be remedied within a reasonable time or without significant inconvenience. You cannot withdraw for a minor defect; the burden of proving that the defect is minor is on us.
9.7. If you withdraw because of a defect, we will refund the relevant purchase price without undue delay after receiving the goods or proof of their dispatch. We bear the cost of returning defective goods. We will assess any other related claims in accordance with the law.
9.8. If a voluntary commercial guarantee or another benefit beyond the statutory requirements is provided for a particular product, it is governed by the relevant statement and guarantee conditions. Such a guarantee does not restrict statutory rights in respect of defects and must not be confused with them.
10. How to make a defect claim and how we handle it
10.1. You may make a defect claim by email to shop@karlovarska-sul.cz, in writing or in person at Karlovarská sůl s.r.o., Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary, or at another of our business premises where the law allows the claim to be accepted. To resolve the matter quickly, we recommend contacting us as soon as possible after discovering the defect; reporting it later does not in itself remove your statutory rights.
10.2. State which goods your claim concerns, how the defect manifests itself, the remedy you request and your contact details for notification. You can prove the purchase, for example, with an order number, a copy of the receipt, payment confirmation or other reliable evidence. Photographs and the batch number may help if you have them. The original receipt, original packaging, photographs or use of our form are not mandatory conditions for accepting a claim.
10.3. When you make a claim, we will give you written confirmation stating the date it was made, its contents, the requested method of resolution and your contact details for notification of the outcome. We may send this confirmation by email.
10.4. If access to the goods is necessary to assess or remedy the defect, we will agree on how they are to be handed over or transported. We require only cooperation that is objectively necessary to handle the claim. A request for further information does not automatically suspend or extend the time limit for resolving the claim.
10.5. We will resolve the claim, including remedying the defect, and inform you of the outcome without undue delay, no later than 30 days after it is made, unless we agree a longer period with you in the particular case. Acceptance of these terms is not consent to an extension of that period. If this deadline expires without resolution, you are entitled to withdraw from the contract or request a proportionate price reduction.
10.6. You will receive written confirmation of the resolution, stating its date and method, and, where applicable, confirmation of the repair and how long it took. If we reject the claim, we will give you the reasons in writing.
10.7. If your claim is justified, you are entitled to reimbursement of costs reasonably incurred in making it, in particular reasonable postage costs. Ask us for reimbursement and provide evidence of the costs. We do not charge for accepting a claim and do not charge a flat fee merely because it is rejected.
11. Gifts and special offers
11.1. If an order includes a free gift, we will tell you before you submit the order which purchase it is linked to. If the gift is expressly conditional on a particular purchase remaining in effect, you must also return the relevant gift when withdrawing from that entire purchase. In the case of partial withdrawal, we will assess whether the gift must be returned according to the conditions communicated in advance and the part of the order you keep.
11.2. The rules for gifts and special offers must not impose a penalty for statutory withdrawal or a defect claim. Without a prior agreement, we do not deduct the value of a gift as an automatic fee or retrospectively increase the agreed prices of the goods you keep.
12. Personal data, marketing communications and cookies
12.1. We process personal data to the extent necessary, in particular to fulfil orders, comply with legal obligations and protect legal claims. Detailed information about the purposes, legal bases, recipients, retention periods and your rights is provided in our Privacy Policy. Agreement to these terms and conditions does not constitute blanket consent to personal data processing.
12.2. We send marketing communications on the basis of separate consent or, to the extent permitted by law, to customers with offers of our own similar products. For customer offers, you must be able to opt out easily and free of charge both when your contact details are collected and in every message. You may withdraw separate consent at any time. Refusing marketing does not prevent you from making a purchase. Submitting an order or accepting these terms does not in itself constitute consent to advertising messages.
12.3. Essential technical cookies enable the online store to function. We use cookies and similar technologies that require consent only after you actively give that consent. You may refuse and later change your choice. Details are provided in the cookie information and the online store's privacy settings. Acceptance of these terms does not replace consent to optional cookies.
13. Complaints and out-of-court dispute resolution
13.1. You can send us a complaint at shop@karlovarska-sul.cz. We will seek to resolve it directly and inform you of the outcome at your contact email address.
13.2. If a consumer dispute arising from the sales contract cannot be resolved directly with us, you may submit an application for out-of-court resolution to the competent body:
Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Gorazdova 1969/24, 120 00 Praha 2
Email: adr@coi.gov.cz
Website and information on submitting an application: https://coi.gov.cz/informace-o-adr/
13.3. You may submit the application no later than one year after the date on which you first asserted with us the right that is the subject of the dispute. Out-of-court resolution does not limit your right to bring the matter before the competent court.
14. Final provisions
14.1. The contractual relationship is governed by the law of the Czech Republic, in particular the Civil Code and the Consumer Protection Act. The choice of Czech law does not deprive you of the protection afforded by mandatory provisions of the law that would otherwise apply. For cross-border purchases, the consumer protection and jurisdiction rules laid down by the applicable legislation remain in force.
14.2. No provision of these terms excludes or restricts consumer rights from which no contractual derogation is permitted. The invalidity or ineffectiveness of an individual provision does not affect the other severable provisions.
14.3. We may amend these terms for future purchases. However, your order is governed by the version in effect when you placed it; subsequent changes do not diminish rights under contracts already concluded or benefits previously granted.
14.4. These terms include Annex 1 – the model withdrawal form, and Annex 2 – the optional defect claim form. They are also supplemented by the Refund and Complaints Policy and Shipping and Delivery Policy in the versions applicable to the relevant order. The provisions on statutory rights in these documents complement one another; any inconsistency must not result in a restriction of those rights. The Privacy Policy contains separate information and does not in itself constitute consent to processing.
14.5. These terms take effect upon publication in the online store and replace the previous terms and conditions for orders placed from that moment onwards. The document version is dated 8 October 2026; this date does not in itself mean that the document has already been published.
Annex 1 – Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract. Use of the form is not compulsory.
To: Karlovarská sůl s.r.o., Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary; email shop@karlovarska-sul.cz.
I/We hereby give notice that I/we withdraw from the contract for the purchase of the following goods:
........................................................................................
Date of order / date of receipt of the goods:
........................................................................................
Order number, if available:
........................................................................................
Consumer's/consumers' first name and surname:
........................................................................................
Consumer's/consumers' address:
........................................................................................
Email for communication (optional):
........................................................................................
Date: ..............................................................................
Consumer's/consumers' signature (only if this form is sent on paper):
........................................................................................
Delete as appropriate. We refund using the original payment method; any other method will be agreed separately at no additional cost to the consumer.
Annex 2 – Optional defect claim form
You may make a defect claim without this form and prove your purchase by other reliable means.
To: Karlovarská sůl s.r.o., Na Výhledě 1076/3C, Stará Role, 360 17 Karlovy Vary; email shop@karlovarska-sul.cz.
First name and surname: ...................................................................
Contact email or other contact details for notification:
........................................................................................
Order number or other details to prove the purchase:
........................................................................................
Name and quantity of the goods subject to the claim:
........................................................................................
Description of the defect and when it became apparent:
........................................................................................
........................................................................................
Requested remedy:
........................................................................................
Batch number, if available: .....................................................
Supporting documents or photographs enclosed, if available:
........................................................................................
Date the claim is made: ..........................................................
Stating the requested remedy records your choice; the legal conditions governing it are set out in sections 9 and 10. Photographs, packaging and this form are not conditions for accepting a claim.