General terms and conditions

These general terms and conditions ("Terms") govern the rights and obligations of you, as buyers, and us, as sellers, within the framework of contractual relationships concluded through the E-shop on the website www.suiseki.sk.

All information about the processing of your personal data is contained in the terms of personal data processing, which can be found on the website. www.suiseki.sk.

Definitions

Price is the financial amount you will pay for the Goods;
Shipping cost is the financial amount you will pay for the delivery of the Goods, including the price for their packaging;
Total price is the sum of the Price and the Shipping Price;
Online store is an online store operated by Us at www.suiseki.sk, where the purchase of the Goods will take place;
Invoice the proof of purchase is issued for the Total Price in accordance with applicable legal regulations;
Withdrawal function is a function available in the Online interface at www.suiseki.sk/odstupenie-od-zmluvy/, through which you can withdraw from the Contract pursuant to Section 20a of the Consumer Protection Act;
We we are Suiseki Art s. r. o., with registered office at Selec 112, 913 36 Selec, Company ID: 57 432 252, registered in the Commercial Register kept by the District Court of Žilina, section Sro, insert no. 90000/L, e-mail info@suiseki.sk, phone number +421 902 784 220, hereinafter referred to as the seller;
Order is your irrevocable proposal to conclude a Contract for the purchase of Goods with Us;
Online interface is the website of the E-shop, or other digital interface through which you conclude the Contract with Us;
Goods is everything you can buy in the E-shop;
Durable medium is a means that allows you to store information intended for you personally so that it is accessible for future use and in an unchanged form, usually e-mail;
User account an account is established based on the data provided by you, which allows for the storage of the entered data and the history of ordered Goods and concluded contracts;
You you are a person shopping on our E-shop, referred to by law as a buyer;
Consumer Protection Act is Act No. 108/2024 Coll. on consumer protection and on amendments and supplements to certain acts, as amended;
Contract The purchase contract is agreed on the basis of a properly completed Order sent via the E-shop, and is concluded when you receive an Order confirmation from Us.

General provisions and instructions

Purchase of Goods is only possible via the E-shop web interface.
When purchasing Goods, it is Your obligation to provide Us with all information correctly and truthfully.

Conclusion of the contract

A contract with us can only be concluded in the Slovak language.
The contract is concluded remotely via the E-shop.
In order for us to conclude the Contract, you must create a draft Order in the E-shop. This draft must include the following information:
- information about the purchased Goods;
- information about the Price, Shipping Price, method of payment of the Total Price and the requested method of delivery of the Goods; this information will be entered as part of creating the Order proposal in the E-shop user environment, while information about the Price, Shipping Price and Total Price will be provided automatically based on the Goods you have selected and the method of delivery;
- Your identification data, including name, surname, delivery address, telephone number and email address.
We will confirm your Order to you as soon as possible after it is delivered to Us by a message sent to your e-mail address specified in the Order. The confirmation will include a summary of the Order. Our confirmation of the Order concludes a Contract between Us and You. The Terms and Conditions in effect on the date of the order form an integral part of the Contract.
If for any reason we are unable to confirm the Order, we will contact you and send you an offer to conclude the Contract in an amended form compared to the Order. In such a case, the Contract is concluded when you confirm our offer.

User account

Based on your registration in the E-shop, you can access your User Account. However, the purchase of Goods is not conditional on registration.
When registering a User Account, it is your obligation to provide all entered data correctly and truthfully and to update it in case of changes.
Access to the User Account is secured by a username and password.
We may cancel your User Account, especially in the event of a breach of your obligations under the Agreement.
The user account may not be available continuously, especially with regard to the necessary maintenance of hardware and software equipment.

Price and payment terms, reservation of title

The price is stated for the Goods in the E-shop, in the Order draft and in the Contract. The Order draft also states the Shipping Price, or the conditions under which shipping is free.
We are not a value added tax payer. The price listed for the Goods is final and we do not charge any additional fees other than the shipping price you have chosen.
We will require payment of the Total Price from you after the conclusion of the Contract and before delivery of the Goods.
You can pay the Total Price in the following ways:
- by bank transfer — We will send you payment information as part of the Order confirmation; in this case, the Total Price is payable within 14 days;
- by credit card, Google Pay or Apple Pay via a payment gateway — in this case, the Total Price is due within 5 days.
The invoice will be issued in electronic form after payment of the Total Price and will be sent to your email address specified in the Order. The invoice will also be attached to the Goods and available in your User Account, if you have one.
The ownership of the Goods shall pass to You only after payment of the Total Price and receipt of the Goods. In the case of payment by bank transfer, the Total Price shall be paid by crediting it to Our account, in other cases it shall be paid at the time of payment.

Delivery of goods

The goods will be delivered to you in the manner of your choice, and you can choose from the following options:
- delivery via transport companies Slovak Post and Packeta;
- personal collection at dispensing points or self-service dispensing points of the Slovak Post and Packeta companies;
- personal collection according to agreement with us.
The goods can be delivered throughout Europe. After agreement with us and mutual agreement on a suitable transport company, also throughout the world.
We are obliged to deliver the Goods to you without delay, but no later than 30 days from the date of conclusion of the Contract. In the case of personal collection, we will always inform you about the possibility of collecting the Goods via e-mail or by telephone.
When receiving the Goods from the carrier, it is your obligation to check the integrity of the packaging of the Goods and, in the event of any damage, to immediately notify the carrier and Us. If the packaging is damaged, which indicates unauthorized manipulation and entry into the shipment, it is not your obligation to receive the Goods from the carrier.
You are obliged to collect the Goods at the agreed place and time. If you do not collect the delivered Goods, we will notify you by e-mail where you can collect the Goods, including the deadline for their collection, and you undertake to pay Us all costs associated with redelivery of the Goods. If you do not collect the Goods even within the additional deadline, We shall have the right to withdraw from the Contract due to Your material breach of the Contract.

Rights arising from liability for defects

Introductory provision

You acknowledge that each Product is an original, handmade product with natural variations in the structure, pattern and color tones of the wood, stone or other natural material used.
We undertake to deliver the Goods to you in the required quality, quantity and without defects.
We are responsible for defects that the Goods have upon receipt and that occur within 24 months of receipt of the Goods.

Conditions for exercising rights arising from liability for defects

If the Goods are delivered to you in a broken or damaged package or the shipment is obviously too light, we ask you not to accept such Goods from the transport company and to notify us of this fact immediately by telephone at +421 902 784 220 or by email to objednavky@suiseki.sk.
Liability for defects applies to manufacturing defects.
In the case of natural materials, i.e. stone and wood, natural variations in color, structure and shape are not considered defects. Liability for defects does not apply to normal wear and tear of the Goods, mechanical damage, improper use or maintenance and exposure to extreme conditions, in particular humidity, heat, UV radiation and chemicals.
You are not entitled to exercise your right to liability for a defect if you knew about the defect before receiving the Goods, or if we notified you of it, or if you were given an appropriate discount on the Price of the Goods for that reason.

Filing a complaint

In the event that the Goods have a defect, you may notify Us of such a defect and exercise your rights under liability for defects, i.e. make a complaint about the Goods. The complaint form is Annex No. 1 to the Terms and Conditions.
The date of commencement of the complaint procedure is considered to be the date of delivery of the defective Goods together with the relevant documents specified in Annex No. 1 of the Terms and Conditions. If your submission, by which you make a complaint, is incomplete, in particular illegible, unclear, incomprehensible or does not contain the required documents, we will request from you in writing, in particular by e-mail, to supplement the submitted complaint. In this case, the complaint procedure begins on the date of delivery of your supplemented submission.
If you do not supplement the submitted complaint in accordance with the previous point without undue delay, no later than 10 days from the date of delivery of Our request, we will consider your submission unfounded.

Complaint handling

We will determine the method of handling your complaint no later than 3 working days from the date of its submission. We will handle the complaint no later than 30 days from the date of its submission.
If the complaint is accepted, we will send you the repaired Goods, exchange the Goods for other similar goods or refund the Price of the Goods paid to you, unless we agree otherwise.
After the deadline for handling a complaint has expired, you have the right to withdraw from the Contract or you have the right to exchange the Goods for other goods of the same price.
If there are other irremovable defects, you are entitled to a reasonable discount on the Price of the Goods.

Withdrawal from the contract

Do you want to withdraw from the contract? Use the function withdraw from the contract here. No login or reason required.

Your right to withdraw from the Contract

If you are a consumer, i.e. a person purchasing Goods outside the scope of their business activities, you have the right to withdraw from the Contract without giving a reason within the period specified in the Consumer Protection Act. 14 days from the date of receipt of the Goods.
If we have concluded a Contract whose subject matter is several types of Goods or the delivery of several parts of Goods, this period begins to run on the day of receipt of the last part of the Goods.
The deadline is met if you send us your notice of withdrawal no later than the last day of the deadline.

How can you withdraw?

You can withdraw from the Contract via the Withdrawal Function available in the Online interface at www.suiseki.sk/odstupenie-od-zmluvy/. The function is available without logging in during the entire withdrawal period and can also be found in the footer of the E-shop and in the confirmation email for your Order.
After filling in the data, the Function will prompt you to confirm your withdrawal with a separate button. The withdrawal is only effective when this button is activated.
Immediately upon receipt of the withdrawal, we will send you a confirmation of its receipt on a durable medium, which will contain the content of the withdrawal, including the exact date and time of its delivery.
You can also withdraw from the Contract by any other clear statement sent to the address info@suiseki.sk or to Our registered office address. You can also use the sample form, which is Annex No. 2 to the Terms and Conditions. However, we recommend using the Withdrawal Function, as it guarantees you immediate confirmation of receipt.

What data do we need from you?

When withdrawing from the Contract via the Withdrawal Function, we only require the following data from you:

Your first and last name;
identification data of the Contract to which the withdrawal relates, usually the Order number;
an email address or other online means of communication to which we will deliver confirmation of receipt of your withdrawal.

We do not request any further information from you. You do not need to state the reason for your withdrawal. — you have the right to withdraw without giving a reason.

Return of Goods

You must send the Goods to Us, hand them over to Us or hand them over to a person authorized by Us no later than 14 days from the date of withdrawal from the Contract. The deadline is met if the Goods were handed over for transport no later than the last day of the deadline.
You bear the direct costs of returning the Goods.
Return the Goods to Us undamaged and, if possible, in the original packaging. You are responsible for any diminished value of the Goods resulting from handling them beyond what is necessary to establish their properties and functionality.

Refund

We will refund all payments received from you no later than 14 days from the date of receipt of the notice of withdrawal from the Contract.
We will refund your payments to the same method you used for payment, or to the account you selected when withdrawing from the Contract, unless we agree otherwise. The refund will not cost you any additional fees.
We do not have to refund the payment before you deliver the Goods to Us or before you prove to Us that you have sent them to Us.
If you have chosen a delivery method other than the cheapest standard method we offer, we are not obliged to reimburse you for additional costs exceeding the price of the cheapest delivery method.

When you can't withdraw

You cannot withdraw from the Contract, in particular in the case of Goods made according to your specific requirements, Goods made to measure or Goods intended specifically for one consumer - for example Goods engraved with text, name or date according to your specification. We will inform you of this fact before concluding the Contract.

The fact that each Product is a natural original and no two pieces are the same does not in itself mean that the Product is made to your specific requirements. For Products without personalization, you have a full right of withdrawal.

Our right to withdraw from the Contract

We are entitled to withdraw from the Contract due to the sale or unavailability of the Goods. In such a case, we are obliged to inform you of this fact without undue delay and to refund to you the Total Price for the Goods already paid, within 14 days from the date of notification of withdrawal from the Contract. We will refund the Total Price to you in the same way as you paid it, without prejudice to the right to agree with you on another method of refund, provided that you are not charged any additional fees in connection therewith.
We are also entitled to withdraw from the Contract if you have not accepted the Goods within 5 working days from the date on which you became obliged to accept the Goods.

Submitting suggestions and complaints

As a consumer, you are entitled to submit suggestions and complaints in writing, via e-mail to the address info@suiseki.sk.
We will inform you about the assessment of your suggestion or complaint by e-mail sent to your e-mail address.

Supervisory authority

Supervision of compliance with our obligations towards consumers is carried out by the Slovak Trade Inspection.

Alternative dispute resolution with consumers

You have the right to contact Us with a request for redress, via email sent to Our email address, if you are not satisfied with the way in which we have handled your complaint or if you believe that we have violated your rights.
If we respond negatively to your request or do not respond to it within 30 days of sending it, you have the right to submit a proposal to initiate alternative dispute resolution pursuant to Act No. 391/2015 Coll. on Alternative Resolution of Consumer Disputes and on Amendments to Certain Acts, as amended.
The competent entity for alternative dispute resolution of consumer disputes is the Slovak Trade Inspection or another competent authorized legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic. The list is available at www.mhsr.sk. You have the right to choose which of the listed entities you contact.

Final provisions

We will deliver all written correspondence with you by electronic mail to your e-mail address specified in the Agreement, in your User Account or to the address through which you contacted Us.
The contract can only be amended by written agreement.
In the event of force majeure or unforeseeable events, in particular natural disasters, pandemics or operational disruptions, we shall not be liable for any damage caused as a result of or in connection with such events. If this situation lasts for a period longer than 10 days, both We and You shall have the right to withdraw from the Contract.
The Annex to the Terms and Conditions is a sample complaint form and a sample withdrawal form.

These Terms and Conditions shall enter into force on 23.01.2026.

Appendix No. 1 – complaint form

Annex No. 2 – withdrawal form