of the company
Orfeo Office, s.r.o.
with its registered office at Chelčického 95/15, 370 01 České Budějovice
Company ID No.: 25176269
VAT ID No.: CZ25176269
registered in the Commercial Register maintained by the Regional Court in České Budějovice, Section C, File No. 7940
for the sale of goods through the online store https://www.orfeoshop.com
Contact and delivery address: Chelčického 95/13A, 370 01 České Budějovice
E-mail: info@orfeoshop.com
Telephone: +420 734 215 588
Website: https://www.orfeoshop.com
Effective from: 1 January 2026.
INTRODUCTORY PROVISIONS
1.1.
These Terms and Conditions of Orfeo Office, s.r.o., hereinafter referred to as the “Seller”, govern the mutual rights and obligations arising in connection with purchase agreements concluded through the online store https://www.orfeoshop.com.
1.2.
The online store offers in particular coffee, tea, chocolate, cocoa, syrups, concentrates, purées, food products, confectionery, coffee machines, grinders, coffee preparation accessories, coffee machine maintenance products and other related goods.
1.3.
The Buyer may be a consumer or a business customer.
A consumer is a natural person who, outside the scope of their business activity or the independent practice of their profession, enters into an agreement with the Seller or otherwise deals with the Seller.
For the purposes of these Terms and Conditions, a business customer means a person who, when concluding the agreement, acts within the scope of their business activity or the independent practice of their profession.
1.4.
The provisions of these Terms and Conditions identified as consumer rights apply only to a Buyer acting in the capacity of a consumer.
1.5.
Provisions deviating from these Terms and Conditions may be agreed in the purchase agreement. Individual agreements shall take precedence over the wording of these Terms and Conditions.
1.6.
The Seller may amend or supplement these Terms and Conditions. A specific order shall be governed by the version of the Terms and Conditions effective at the time the relevant purchase agreement is concluded.
Any amendment to the Terms and Conditions shall not have retroactive effect.
INFORMATION ABOUT THE GOODS
2.1.
Information about the goods, their main characteristics, quantity, weight, volume, composition, any allergens, method of use, availability and price is provided for each individual product.
2.2.
The Seller is responsible for ensuring that the goods supplied correspond to the agreed description, type, quantity, quality and other characteristics agreed between the parties or which the consumer may reasonably expect under applicable law.
2.3.
Product photographs form part of the information about the goods offered. The colour appearance of a product may be affected to a certain extent by lighting during photography, monitor or display settings and other technical circumstances.
This provision does not in any way restrict the consumer’s statutory rights where the goods supplied do not correspond to the agreed description, type, sample, model or other characteristics forming part of the agreement.
2.4.
Where a product is offered only under a general colour designation, for example “red”, “black”, “white” or “silver”, and the offer does not expressly specify a particular commercial designation of the shade, surface finish or manufacturer’s colour variant, the colour variant stated in the product name or selected product variant shall be deemed to have been ordered.
Where a specific shade, surface finish or version is material to the Buyer and is not clearly specified in the description of the goods, the Buyer is advised to verify the specific version with the Seller before concluding the agreement.
This provision does not restrict the consumer’s statutory rights arising from defective performance.
2.5.
In the case of natural products, particularly coffee, tea and other agricultural products, individual harvests or production batches may naturally differ slightly, for example in colour, size, aroma or flavour profile, provided that the agreed or normally expected characteristics of the product are not affected.
2.6.
The manufacturer may change the appearance of the packaging or the graphic design of the product during distribution. If such a change does not affect the type, quantity, composition, function or other essential characteristics of the product, a change in packaging alone need not constitute a defect in the goods.
2.7.
For goods with digital features, particularly certain automatic coffee machines or other connected devices, the relevant provisions of the Civil Code concerning digital features and necessary updates shall apply.
USER ACCOUNT
3.1.
The Buyer may order goods with or without registering a user account, if the online store permits this.
3.2.
The Buyer is obliged to provide correct and truthful information and to update such information when it changes.
3.3.
Access to the user account is secured by a username and password. The Buyer is obliged to keep their login credentials confidential.
3.4.
The Seller may cancel a user account, in particular if the Buyer has not used it for an extended period or breaches obligations arising from the purchase agreement or applicable law. Any rights of the Buyer that have already arisen must not be affected.
CONCLUSION OF THE PURCHASE AGREEMENT
4.1.
The Buyer places an order by selecting the goods, their quantity and any variants, the method of delivery and method of payment, and by providing the information necessary to process the order.
4.2.
Before submitting the order, the Buyer has the opportunity to check and correct the information entered.
4.3.
Immediately before submitting the order, the Buyer is shown, in particular, the main characteristics of the ordered goods, the total price, delivery costs, the selected payment method and other information required by law.
4.4.
The order is submitted by means of a button or similar control element clearly indicating that placing the order entails an obligation to pay.
Recommended wording of the button: ORDER WITH OBLIGATION TO PAY.
4.5.
By submitting the order, the Buyer confirms that, before submitting it, they had the opportunity to familiarise themselves with these Terms and Conditions and acknowledge the obligation to pay for the ordered goods and any costs associated with their delivery.
4.6.
Upon receipt of the order, the Seller shall send the Buyer an electronic confirmation to the e-mail address provided in the order.
The purchase agreement is concluded at the moment when the Seller’s confirmation of acceptance of the order is delivered to the Buyer, unless it is clearly apparent from the confirmation that it constitutes only a non-binding technical confirmation of receipt of data.
4.7.
Before the agreement is concluded, the Seller may reject an order, in particular in the event of an obvious pricing error, unavailability of the goods, impossibility of delivery to the selected location or another objective obstacle to performance.
After conclusion of the purchase agreement, the Seller may withdraw from the agreement only in cases permitted by law or where an objective circumstance arises that makes performance of the agreement impossible.
4.8.
An obvious pricing error may include, in particular, a technical error whereby the price is clearly and substantially different from the usual price of the product and, in view of the circumstances, it is evident that this is not an ordinary discount.
4.9.
The purchase agreement is concluded in the Czech language or, where applicable, in another language version offered by the online store for the relevant country.
The individual language versions should have the same meaning. Any precedence of the Czech version must not deprive the consumer of protection granted by mandatory legal provisions applicable to the agreement.
PRICE OF GOODS
5.1.
The current price of the goods is displayed with the product and before completion of the order.
5.2.
Before submitting the order, the consumer is shown the total price of the order, including taxes and all known fees and delivery costs.
5.3.
Depending on the settings for the destination country and the Seller’s offer, the online store allows prices to be displayed primarily in CZK or EUR.
5.4.
The tax treatment of the supply shall be governed by the applicable legislation. In the case of cross-border sales within the European Union, the applicable VAT rate may be determined according to the country of delivery.
5.5.
Where a business customer is registered for VAT in another Member State of the European Union, the relevant cross-border supply regime may apply if the statutory conditions are met. The Buyer is obliged to provide truthful and complete information, in particular a valid VAT identification number.
5.6.
Information concerning price reductions is provided in accordance with applicable pricing and consumer protection legislation.
PAYMENT TERMS
6.1.
Depending on the destination country and the specific order, the Seller may offer, in particular, the following payment methods:
payment by card via a payment gateway,
online bank payment,
bank transfer,
QR payment,
cash on delivery, where available for the relevant country or delivery method,
payment in cash or by card upon personal collection, where this option is offered,
payment based on individually agreed payment terms for approved business customers.
6.2.
Online card payments and certain other online payment methods may be processed through the Comgate payment gateway.
The Buyer enters payment card details in the secure environment of the payment service provider. The Seller does not have access to the Buyer’s complete payment card details.
6.3.
Seller’s bank details:
CZK account – Fio banka, a.s.
Account number: 2801913474/2010
IBAN: CZ9720100000002801913474
SWIFT/BIC: FIOBCZPPXXX
EUR account – Fio banka, a.s.
Account number: 2400962048/2010
IBAN: CZ1020100000002400962048
SWIFT/BIC: FIOBCZPPXXX
6.4.
When making a bank transfer, the Buyer is obliged to use the payment identification details specified in the order instructions.
6.5.
In the event of an unsuccessful or interrupted online payment, the Seller may allow the Buyer to repeat the payment or offer another payment method.
6.6.
The tax document shall be provided to the Buyer electronically or by another agreed method.
TRANSPORT AND DELIVERY OF GOODS
7.1.
The current delivery options and prices are stated on the “Delivery Options” page and during the ordering process.
7.2.
The Seller primarily uses:
DPD – delivery to an address,
DPD PickUp – delivery to a collection point or parcel locker,
or, where applicable, personal collection or another method offered during the ordering process.
7.3.
The Seller delivers goods within the Czech Republic, to Slovakia and to selected Member States of the European Union according to the current delivery options available in the online store.
7.4.
Any restrictions on delivery to individual countries or regions are displayed in the online store no later than at the beginning of the ordering process.
7.5.
Unless a specific delivery date has been agreed, the Seller shall deliver the goods to the consumer without undue delay and no later than 30 days after conclusion of the purchase agreement.
7.6.
The estimated availability or dispatch time stated for a product is indicative unless it is expressly agreed as a binding deadline.
7.7.
In the case of a consumer, the risk of damage to the goods passes when the consumer or a person designated by the consumer takes possession of the goods from the carrier, except where the consumer has independently selected a carrier not offered by the Seller.
7.8.
The Buyer is advised to inspect the condition of the packaging upon receipt of the shipment and to notify the Seller without undue delay of any obvious damage and, where possible, to take photographs.
Failure to follow this recommendation does not in itself deprive the consumer of their statutory rights.
7.9.
Damage to goods during transport arranged by the Seller shall be handled by the consumer with the Seller. DPD’s internal claims deadlines do not restrict the consumer’s statutory rights.
7.10.
DPD PickUp locations are not the Seller’s address for sending returned goods or goods subject to a complaint.
FAILURE TO ACCEPT DELIVERY
8.1.
The Buyer is obliged to properly accept the ordered goods unless the purchase agreement has previously been terminated or there is another lawful reason for refusing delivery.
8.2.
Failure to accept a shipment does not in itself automatically constitute withdrawal by the consumer from the agreement.
8.3.
If, as a result of the Buyer’s breach of obligations, the Seller incurs reasonably and demonstrably incurred costs, the Seller may claim reimbursement of such costs, provided that the statutory conditions are met.
The Seller does not charge the consumer an automatic contractual penalty solely because a shipment was not accepted.
CONSUMER’S RIGHT TO WITHDRAW FROM THE AGREEMENT WITHIN 14 DAYS
9.1.
In the case of a purchase agreement concluded through the online store, the consumer has the right to withdraw from the agreement without giving any reason within 14 days, unless the law provides for an exception.
9.2.
In the case of the purchase of goods, the withdrawal period generally begins when the consumer or a third party designated by the consumer other than the carrier takes possession of the goods.
Where several items under one order are delivered separately, the period begins upon receipt of the final item.
9.3.
The consumer may withdraw by making any unequivocal statement to the Seller.
The consumer may also use the model withdrawal form; however, use of the form is not mandatory.
9.4.
Notice of withdrawal may be sent in particular:
by e-mail to info@orfeoshop.com
or in writing to:
Orfeo Office, s.r.o.
https://www.orfeoshop.com
Chelčického 95/13A
370 01 České Budějovice
Czech Republic
9.5.
The consumer must send or hand over the goods to the Seller no later than 14 days after withdrawal from the agreement.
9.6.
The consumer shall bear the direct costs of returning the goods unless the Seller expressly states that it will bear such costs.
9.7.
The Seller shall refund the consumer, without undue delay and no later than 14 days after withdrawal, all payments received under the agreement, including the cost of the least expensive standard delivery method offered.
9.8.
The Seller is not obliged to refund the payments before receiving the returned goods or before the consumer provides evidence that the goods have been sent back, whichever occurs first.
9.9.
The refund shall be made using the same payment method as used for the original payment, unless the parties agree otherwise and provided that the consumer does not incur any additional costs as a result.
9.10.
The consumer shall be liable to the Seller only for any reduction in the value of the goods resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functionality.
9.11.
The original packaging is not a general condition for exercising the right of withdrawal. However, the Buyer is advised to package the goods sufficiently securely when returning them in order to prevent damage.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
10.1.
The consumer may not withdraw from the agreement in cases provided for by law.
In relation to the Seller’s product range, this may include in particular:
goods liable to deteriorate rapidly or with a short shelf life,
goods supplied in sealed packaging which the consumer has removed from the packaging and which are not suitable for return for reasons of hygiene or health protection,
food or other products in protective hygienic packaging where such protective packaging has been opened and the statutory conditions for the exception are met,
goods which, after delivery, have by their nature been inseparably mixed with other goods,
goods made according to the consumer’s requirements or adapted to the consumer’s personal needs, provided that the conditions of the statutory exception are met.
10.2.
The mere fact that a product is a food product does not automatically exclude the right to withdraw from the agreement. The specific nature of the product and fulfilment of the statutory exception are decisive.
RIGHTS ARISING FROM DEFECTIVE PERFORMANCE
11.1.
The Seller is liable to the consumer for ensuring that the goods are free from defects upon receipt and comply with the agreement and statutory requirements.
11.2.
If a defect becomes apparent within one year of receipt, the goods shall be presumed to have been defective at the time of receipt unless the nature of the goods or the defect precludes such a presumption.
11.3.
The consumer may raise a defect that becomes apparent in the goods within two years of receipt, unless otherwise provided by law.
11.4.
The consumer shall not be entitled to rights arising from defective performance, in particular where the consumer caused the defect themselves.
Normal wear and tear resulting from ordinary use shall not constitute a defect.
11.5.
If the goods are defective, the consumer may request that the defect be remedied.
At their choice, the consumer may request:
repair of the goods,
or delivery of replacement goods free from defects,
unless the chosen method is impossible or disproportionately costly compared with the alternative method.
11.6.
The Seller shall remedy the defect within a reasonable period of time and in such a manner as not to cause significant inconvenience to the consumer.
11.7.
The consumer may request a reasonable price reduction or withdraw from the agreement, in particular where:
the Seller has refused to remedy the defect or has failed to remedy it properly,
the defect occurs repeatedly,
the defect constitutes a material breach of the agreement,
or it is apparent from the circumstances that the defect will not be remedied within a reasonable period or without significant inconvenience.
11.8.
The consumer may not withdraw from the agreement due to an insignificant defect.
11.9.
The detailed complaints procedure is governed by the separate Complaints Procedure of ProdejKavy.cz, which forms part of the Seller’s contractual information.
COMMERCIAL GUARANTEE
12.1.
If the manufacturer, Seller or another person provides a commercial guarantee in addition to the statutory rights arising from defective performance, such guarantee shall be governed by the terms contained in the guarantee statement.
12.2.
A commercial guarantee does not in any way restrict the consumer’s statutory rights arising from defective performance.
PERSONAL DATA PROTECTION
13.1.
Information on the processing of personal data is provided in the separate document entitled “Privacy Policy”, available on the Seller’s website.
13.2.
The processing of personal data necessary for processing an order, delivering the goods, accounting and compliance with statutory obligations is not conditional upon general consent to the processing of personal data.
13.3.
Consent to receive newsletters or for other marketing purposes, where required, is provided separately and voluntarily.
13.4.
Subject to the conditions of Act No. 480/2004 Coll., the Seller may send its customers commercial communications concerning its own similar products or services. The customer shall have the opportunity, both when the contact details are obtained and in each commercial communication, to easily and free of charge refuse further communications.
COOKIES
14.1.
Information about the use of cookies is provided in a separate Cookie Policy.
14.2.
Cookies necessary for the technical operation of the online store may be used without consent to the extent permitted by law.
14.3.
Cookies for which consent is required by law are stored only on the basis of the user’s settings made via the cookie banner or another appropriate tool.
ALTERNATIVE DISPUTE RESOLUTION FOR CONSUMER DISPUTES
15.1.
If a dispute arising from a purchase agreement occurs between the Seller and the consumer and cannot be resolved by mutual agreement, the consumer may submit a proposal for alternative dispute resolution.
The competent authority is:
Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Gorazdova 1969/24
120 00 Prague 2
Czech Republic
E-mail: adr@coi.gov.cz
Website: coi.gov.cz/informace-o-adr/
15.2.
The European ODR platform for online dispute resolution is no longer in operation and is therefore not referred to in these Terms and Conditions.
BUYER – BUSINESS CUSTOMER
16.1.
Where the Buyer is a business customer and acts within the scope of their business activity when concluding the agreement, provisions of legislation intended exclusively for the protection of consumers shall not apply.
16.2.
The business customer is obliged, where possible, to inspect the goods as soon as possible after receipt and to notify the Seller of any identified defects without undue delay in accordance with the Civil Code.
16.3.
Complaints made by business customers are not subject to the statutory 30-day consumer complaints deadline under the Consumer Protection Act.
16.4.
The business customer’s rights arising from defective performance are governed in particular by the general provisions of the Civil Code concerning purchase agreements, unless individually agreed otherwise.
CROSS-BORDER SALES WITHIN THE EU
17.1.
The purchase agreement shall be governed by Czech law.
17.2.
Where the Buyer is a consumer habitually resident in another country, the choice of Czech law shall not deprive the consumer of the protection afforded by provisions of the law of the country of their habitual residence from which the parties may not contractually derogate, where such provisions apply under the relevant European Union legislation.
17.3.
The provisions of these Terms and Conditions concerning the jurisdiction of authorities or courts shall not be interpreted in a manner that would deprive the consumer of protection granted by directly applicable European Union legislation.
FINAL PROVISIONS
18.1.
The purchase agreement, including these Terms and Conditions, is archived by the Seller in electronic form.
18.2.
The Seller shall provide the consumer with confirmation of the concluded agreement in textual form.
18.3.
The current Terms and Conditions and the withdrawal form shall be provided to the consumer on a durable medium, in particular as part of or as an attachment to the confirmation e-mail.
18.4.
If any provision of these Terms and Conditions is invalid or ineffective, this shall not affect the validity of the remaining provisions.
18.5.
Contact details:
Orfeo Office, s.r.o.
Registered office: Chelčického 95/15, 370 01 České Budějovice
Contact and delivery address: Chelčického 95/13A, 370 01 České Budějovice
Company ID No.: 25176269
VAT ID No.: CZ25176269
E-mail: info@orfeoshop.com
Telephone: +420 734 215 588
Website: https://www.orfeoshop.com
18.6.
These Terms and Conditions are effective from 1 January 2026.
