Terms and conditions

Seller and contact

The FreshPaw online shop at freshpaw.cz is operated by Jan Světinský, Company ID (IČO) 17309778, Bezručova 4201, 430 03 Chomutov, Czech Republic. Email: info@freshpaw.cz. Phone: +420 776 497 222. These terms govern the purchase of goods by consumers through the online shop.

Order, price and payment

On the product page you choose the offered variant and the number of items. Before submitting, you can check and correct the contents of your cart and your contact details. Prices are given in CZK, and in euros for Slovakia and the other EU countries; the checkout shows the final price, including any discounts applied and any additional costs, before payment. Available payment methods are shown at checkout. By submitting a binding order, you undertake to pay the stated amount. The purchase contract is concluded when the seller confirms receipt of the order to your email.

If the selected variant is not available, we will offer a solution and, where applicable, a refund of the amount paid; we will deliver a different variant only by agreement. Information about properties, dimensions, care and safe use can be found on the page of the product concerned. Colours may vary slightly depending on the display; this does not, however, limit liability for the goods conforming to the order.

Delivery

Shipping to a pickup point or parcel locker in Czechia and Slovakia and shipping to the 16 other EU countries listed in the shipping policy is included in the price. Home delivery in Czechia and Slovakia costs CZK 110, with cash on delivery CZK 159 (shipping and cash on delivery together). Delivery usually takes 7–24 business days from the order, including processing and shipping. Once the order ships, we will email you the tracking number. Details are on the Shipping and payment page. Contact us about non-delivery and damage in transit; we do not transfer our liability to the consumer simply by handing the parcel over to the carrier.

Uncollected cash on delivery

If you do not accept a cash on delivery parcel without a serious reason and it is returned to us, we are entitled to compensation for the costs this actually caused us, i.e. shipping to you and back. We will document the amount. We may then accept further orders from you only with payment in advance. If you change your mind, please write to info@freshpaw.cz before the parcel is shipped.

Withdrawal and complaints

A consumer may withdraw without giving a reason within 14 days of receiving the goods. The procedure, return costs, refund of payment and the model notice can be found on the Returns and complaints page, which forms part of these terms. Withdrawal does not require a customer account or our prior consent.

You can also withdraw from the contract online on the Withdraw from contract page: you fill in the form and confirm your withdrawal. The function is available throughout the withdrawal period, and we will confirm receipt of your withdrawal by email.

The seller is liable for defects under Czech law. You can make a complaint using the contact details above; we will issue confirmation of receipt and of resolution. Depending on the nature of the defect, you are entitled to repair or replacement and, under statutory conditions, to a discount or withdrawal. No provision of these terms excludes statutory consumer rights or liability for defective goods.

Out-of-court dispute resolution

Please contact us first so that we can try to resolve the problem. The competent body for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority (Česká obchodní inspekce); current contacts, information and how to submit a proposal can be found at coi.gov.cz/informace-o-adr/.

Personal data and final provisions

The processing of personal data is described on the Privacy policy page. A contract can be concluded in Czech, Slovak, English, German, Polish or Ukrainian, depending on the language version of the shop you choose. These terms are governed by Czech law. This does not affect the statutory rights of the consumer under the mandatory provisions of the law of the country where the consumer lives. The version in effect when an order is concluded applies to that order. Changes to the terms do not affect contracts already concluded.

Updated 28 October 2026.