Terms & Conditions
Terms & Conditions
These terms and conditions govern purchases made through the TrioToys online store. We aim to provide transparent, fair and customer-friendly shopping conditions across the European Union.
These Terms and Conditions (“Terms”) govern the rights and obligations of you as the buyer and us as the seller in contractual relationships concluded via the E-shop on the website www.triotoys.eu.
All information about the processing of your personal data is contained in our Privacy Policy available at www.triotoys.eu.
We primarily communicate remotely; therefore, the Contract is concluded using means of distance communication enabling agreement without our and your simultaneous physical presence.
If any provision of these Terms conflicts with what was specifically agreed and confirmed during your purchase process in our E-shop, that specific agreement shall prevail over these Terms.
1. DEFINITIONS
1.1 Price – the monetary amount you pay for the Goods.
1.2 Delivery Price – the monetary amount you pay for delivery of the Goods, including packaging.
1.3 Total Price – the sum of the Price and the Delivery Price.
1.4 VAT – value added tax under applicable legal regulations.
1.5 E-shop – our online store operated at www.triotoys.eu.
1.6 Invoice – a tax document issued in accordance with VAT regulations for the Total Price.
1.7 Seller / We – Ing. Barbora Vinklárková, registered office: Valča 631, 038 35 Valča, Company ID (IČO): 56 682 611, e-mail: vinklarkova@triotoys.eu, phone: +421 903 517 750.
1.8 Order – your irrevocable proposal to enter into a Contract for the purchase of Goods with us.
1.9 Goods – anything offered for sale in the E-shop.
1.10 User Account – an account created based on your data, allowing storage of data and order history.
1.11 Buyer / You – the person purchasing Goods in our E-shop.
1.12 Contract – a purchase contract concluded based on a properly completed Order submitted via the E-shop and formed when you receive our Order confirmation.
2. GENERAL PROVISIONS
2.1 Goods may be purchased only through the E-shop interface.
2.2 When purchasing Goods, you are obliged to provide all information correctly and truthfully. We will consider the information you provide when placing an Order to be correct and truthful.
3. CONCLUSION OF THE CONTRACT
3.1 The Contract with us may be concluded only in the Slovak language.
3.2 The Contract is concluded remotely via the E-shop. You bear the costs of using means of distance communication; these costs do not differ from your standard internet/service charges. We do not charge any additional fees beyond the Total Price. By submitting an Order, you agree to the use of distance communication means.
3.3 To conclude the Contract, you must create an Order proposal in the E-shop containing:
a) Information about the Goods being purchased (selected via “Add to cart”);
b) Information about the Price, Delivery Price, VAT, payment method and delivery method; these are entered within the E-shop, and amounts are generated automatically based on your selections;
c) Your identification and delivery details (first name, last name, delivery address, phone number, e-mail);
d) If the Contract provides for regular/repeated deliveries, the duration of such deliveries.
3.4 You may review and change data until the Order is submitted. By clicking “Order with obligation to pay” you submit the Order. Before submitting, you must confirm that you have read and agree to these Terms (checkbox). After submission, your data is sent to us.
3.5 We will confirm receipt of your Order by e-mail to the address provided in the Order. The confirmation includes an Order summary and these Terms. The Contract is concluded upon our confirmation of the Order. The version of these Terms effective on the Order date forms an integral part of the Contract.
3.6 In some cases we may be unable to confirm the Order, especially if the Goods are unavailable or if the quantity exceeds the allowed maximum stated in the E-shop. If we cannot confirm the Order, we will contact you and send an amended offer. The Contract is concluded when you accept our amended offer.
3.7 If an obviously incorrect Price is shown in the E-shop or Order proposal (especially due to a technical error), we are not obliged to deliver the Goods at such Price even if the Order was confirmed. In such case, we will contact you without undue delay and offer a new Contract with corrected terms. If you do not accept our offer within 3 days from dispatch, we are entitled to withdraw from the Contract. An obvious Price error includes cases where the Price clearly differs from usual market pricing or contains a missing/extra digit.
3.8 Upon conclusion of the Contract, you are obliged to pay the Total Price.
3.9 If you have a User Account, you may place the Order via the Account. You remain obliged to check the correctness, truthfulness and completeness of pre-filled data.
3.10 In some cases we allow discounts. To apply a discount, you must enter the discount code/details in the designated field. If properly entered, the Goods will be sold with the discount applied.
4. USER ACCOUNT
4.1 By registering in the E-shop, you may access your User Account.
4.2 You must provide accurate and truthful registration data and update it if it changes.
4.3 Access is protected by username and password. You must keep these confidential. We are not liable for misuse of your access details.
4.4 The User Account is personal and may not be made available to third parties.
4.5 We may cancel the User Account, especially if you do not use it for more than 6 months or if you breach obligations under the Contract.
4.6 The User Account may not be available continuously due to maintenance.
5. PRICES, PAYMENTS, RETENTION OF TITLE
5.1 The Price is shown in the E-shop, in the Order proposal and in the Contract. If there is a discrepancy between the Price shown on the product page and the Price in the Order proposal, the Price in the Order proposal applies (and will match the Contract). The Order proposal also states the Delivery Price or conditions for free delivery.
5.2 The Total Price includes VAT and all mandatory fees required by applicable laws.
5.3 Payment is required after conclusion of the Contract and before handover of the Goods. Payment methods:
a) Bank transfer – payment details will be sent in the Order confirmation; due within 5 business days.
b) Online card payment – processed via Shoptet Pay and governed by Shoptet Pay terms available at shoptetpay.com; due within 3 business days.
c) Cash on delivery – due upon receipt of the Goods.
d) Cash on personal collection – due upon receipt at our premises (if/when personal collection is available).
5.4 The Invoice is issued electronically after payment and sent to your e-mail address. The Invoice may also be enclosed with the Goods and available in your User Account (if created).
5.5 Ownership of the Goods passes to you only after full payment of the Total Price and receipt of the Goods. In a bank transfer, payment is made when credited to our account; otherwise, at the moment of payment.
6. DELIVERY, TRANSFER OF RISK
6.1 Delivery options:
a) Personal collection at our premises is currently not available.
b) Collection at Packeta pick-up points.
c) Delivery via shipping/carrier companies.
6.2 Delivery is available only within the Slovak Republic and the Czech Republic.
6.3 We will deliver the Goods without undue delay, no later than 30 days from conclusion of the Contract. If circumstances affect the delivery time, we will inform you by e-mail without undue delay and provide the new expected delivery date; your right to withdraw from the Contract remains unaffected. Our message will also request confirmation whether you still wish delivery on the new date.
6.4 Upon delivery by a carrier, you must check the packaging integrity. If damaged, notify the carrier and us without undue delay. If the packaging indicates unauthorized tampering, you are not obliged to accept the shipment.
6.5 You must accept delivery at the agreed place and time. If you fail to accept delivery (except under 6.4), we will inform you where the Goods can be collected and the deadline for collection, or we will re-deliver upon your written request sent no later than 14 days after the intended delivery date; you undertake to reimburse re-delivery costs. Failure to accept delivery does not constitute withdrawal from the Contract. If you do not accept the Goods even within the additional period, we may withdraw from the Contract due to your material breach. This does not affect our claim for damages (e.g., delivery attempt costs).
6.6 If delivery must be repeated or changed due to reasons on your side, you must reimburse the related costs. Payment details will be sent to your e-mail; due within 14 days.
6.7 Risk of damage passes to you when you accept the Goods. If you do not accept the Goods (except under 6.4), risk passes at the moment you had the opportunity to accept delivery but did not do so for reasons on your side.
7. LIABILITY FOR DEFECTS (COMPLAINTS)
7.1 Introductory provisions
7.1.1 We undertake to deliver the Goods in the required quality, quantity and without defects.
7.1.2 We are liable for defects existing upon receipt. For used Goods, we are not liable for defects caused by use or wear and tear. For discounted Goods, we are not liable for defects for which the lower price was agreed.
7.1.3 The general warranty period is 24 months from receipt of the Goods.
7.1.4 If Goods are replaced, the warranty period starts again from receipt of the new Goods.
7.1.5 Warranty rights expire if not exercised within the warranty period. For perishable Goods, rights must be exercised no later than the day following purchase.
7.2 Conformity of Goods at the transfer of risk
We guarantee that at the time risk transfers under Article 6, the Goods are free of defects, in particular that the Goods:
a) have the agreed properties, or if not agreed, the properties described or reasonably expected;
b) are fit for the stated or usual purpose;
c) correspond to an agreed sample, if applicable;
d) are in the corresponding quantity and weight;
e) comply with applicable legal requirements;
f) are not encumbered by third-party rights.
7.3 Conditions for making a complaint
7.3.1 If Goods arrive with damaged packaging or the shipment is obviously too light, do not accept it and notify us without undue delay at +421 903 517 750 or vinklarkova@triotoys.eu. Obvious defects (e.g., mechanical damage) must be complained about without undue delay; later complaints regarding obvious defects (including missing parts) will not be considered.
7.3.2 Hidden defects must be complained about without undue delay after discovery, no later than within the warranty period.
7.3.3 The warranty covers manufacturing defects and defects caused by mechanical damage. It does not cover defects caused by wear and tear, improper use, unsuitable conditions, etc.
7.3.4 You cannot complain about a defect if you knew about it before receipt, we informed you about it, or you received an appropriate discount because of it.
7.4 How to submit a complaint
7.4.1 If the Goods are defective, you may file a complaint by e-mail or letter to our contact addresses stated in Article 1.7, or in person at our premises. You may also use our model complaint form (Annex No. 1).
7.4.2 In the complaint, state: description of the defect, your identification details, an e-mail address for response, and which remedy you request under Articles 7.5.4–7.5.8.
7.4.3 Attach proof of purchase (Invoice); otherwise, we are not obliged to accept the complaint.
7.4.4 The complaint procedure begins when we receive the defective Goods together with the required documents. If the complaint is incomplete, we will request completion (usually by e-mail). In that case, the procedure begins upon receipt of your completed complaint.
7.4.5 If you do not complete the complaint without undue delay, no later than within 10 days from our request, we may consider the complaint unfounded.
7.5 Handling complaints and remedies
7.5.1 We will determine the handling method immediately, in complex cases within 3 business days; in justified cases requiring technical assessment, within 30 days.
7.5.2 The complaint must be resolved no later than within 30 days from filing. After that, you have the right to withdraw from the Contract or to replacement of the Goods (if possible).
7.5.3 We will issue written confirmation of the complaint handling and inform you by e-mail. If accepted, we will repair/replace the Goods or refund the Price, unless agreed otherwise.
7.5.4 If the defect is removable, you have the right to free, timely and proper repair.
7.5.5 You may request replacement of the Goods (or a part) instead of repair if this does not cause disproportionate costs.
7.5.6 We may replace defective Goods instead of repairing them if this does not cause you serious difficulties.
7.5.7 If the defect is non-removable and prevents proper use, you may request replacement or withdraw from the Contract. The same applies to repeated defects after repair or multiple defects preventing proper use.
7.5.8 For other non-removable defects, you are entitled to a reasonable discount.
7.5.9 We handle complaints by: repair, replacement, refund, discount, request to collect Goods, or justified rejection.
7.6 Complaints are governed by the Civil Code (Act No. 40/1964 Coll., as amended) and consumer protection laws, including Act No. 250/2007 Coll. and Act No. 102/2014 Coll., as amended.
7.7 Special rules on expert assessment apply depending on whether the complaint is filed within 12 months or after 12 months from purchase, in accordance with applicable consumer protection laws.
7.8 If you are an entrepreneur, you must notify defects without undue delay after you could have discovered them, no later than within 3 days from receipt of the Goods.
7.9 If you are a consumer, you may exercise warranty rights within 24 months from receipt of the Goods.
7.10 By concluding the Contract, you confirm you had the opportunity to read these complaint conditions.
8. WITHDRAWAL FROM THE CONTRACT
8.1 Withdrawal terminates the Contract from the beginning under the conditions stated here or elsewhere in these Terms.
8.2 If you are a consumer, you have the right to withdraw without giving a reason within 14 days from receipt of the Goods. For multiple Goods/parts, the period starts upon receipt of the last part. For regular/repeated deliveries, the period starts upon receipt of the first delivery. You may withdraw by any provable means (especially e-mail or letter). A model withdrawal form is Annex No. 2.
8.3 The right of withdrawal does not apply in cases listed by law, including (among others) custom-made Goods, sealed hygiene items after opening, and digital content supplied with prior express consent before the withdrawal period expires.
8.4 The withdrawal period is complied with if you send notice of withdrawal within that period.
8.5 We will refund the Price within 14 days from the effective withdrawal date, but not earlier than you return the Goods or prove dispatch. Please return Goods clean, preferably in original packaging.
8.6 You must send/hand over the Goods within 14 days from withdrawal and bear return costs, unless agreed otherwise. We refund delivery costs only up to the cheapest delivery method we offered.
8.7 You are liable for damage caused by handling beyond what is necessary to assess the nature and properties of the Goods; we may invoice such damage with a 14-day due date.
8.8 We may withdraw due to unavailability, sold-out stock, supplier/manufacturer changes preventing performance, force majeure, or inability to deliver within the stated period despite reasonable effort. In such case, we will inform you without undue delay and refund the paid Total Price within 14 days.
8.9 We may also withdraw if you do not accept the Goods within 5 business days from the date you became obliged to accept them.
9. SUBMISSIONS AND COMPLAINTS
9.1 Consumers may submit suggestions and complaints in writing via e-mail: vinklarkova@triotoys.eu
9.2 We will inform you of the assessment by e-mail.
9.3 Supervisory authority: Slovak Trade Inspection (SOI), Inspectorate for Žilina Region, Predmestská 71, Žilina, phone: 041/763 21 30, 041/724 58 68.
9.4 You may also file a motion electronically via SOI’s platform (SOI website).
10. ALTERNATIVE DISPUTE RESOLUTION (ADR)
10.1 If you are dissatisfied with our handling of your complaint or believe we violated your rights, you may request remedy by e-mail at vinklarkova@triotoys.eu. If we refuse or do not respond within 30 days, you may submit an ADR proposal under Act No. 391/2015 Coll., as amended.
10.2 A list of ADR entities is published by the Ministry of Economy of the Slovak Republic (Ministry website).
10.3 The proposal may be submitted in accordance with the ADR Act.
10.4 You may also use the EU Online Dispute Resolution (ODR) platform available on the European Commission’s website.
11. FINAL PROVISIONS
11.1 We deliver correspondence by e-mail. We will deliver to the e-mail address stated in the Contract, User Account, or used to contact us.
11.2 The Contract may be amended only in writing by agreement. We may amend these Terms for future Contracts only. If you have a User Account or a contract for repeated deliveries, we will notify you at least 14 days before the effective date. If no termination of a repeated-delivery contract is received within 14 days, the new Terms apply to the next delivery after the effective date. Notice period is 2 months.
11.3 We are not liable for damage caused by force majeure or unforeseeable events (natural disaster, pandemic, operational failures, supplier outages, etc.). If such situation lasts longer than 10 days, either party may withdraw.
11.4 Annexes: model complaint form and model withdrawal form.
11.5 The Contract and these Terms are archived electronically by us and are not directly accessible to you; however, you will receive the Order confirmation and these Terms by e-mail and should save them.
11.6 No codes of conduct under applicable distance-selling consumer protection rules apply to our activity.
11.7 These Terms are effective as of 1 January 2025.
