Terms and Conditions of Sale
1. Seller and scope
These terms and conditions govern purchases of goods in the online shop at tricho.doctor (the "shop").
Seller: TRICHO DOCTOR COSMETICS s.r.o. Registered office: Švehlova 3333/19, Záběhlice, 106 00 Praha 10, Czech Republic Company ID (IČO): 30044871 Registered in the Commercial Register kept by the Municipal Court in Prague, file C 456130 E-mail: info@trichodoctor.it
The terms apply to contracts between the seller and buyers who are consumers, i.e. persons who buy outside their business. They form part of every purchase contract. The shop sells to consumers with a delivery address in the Czech Republic, Poland and Germany. The contract can be concluded in Czech, Polish, German, English or Italian — in the language of the shop version you use.
2. Applicable law
The contract is governed by the law of the Czech Republic. If you are a consumer with your habitual residence in another EU country, this choice of law does not deprive you of the protection of the mandatory provisions of the law of your country of residence.
3. Goods and prices
Each product page shows the essential information about the product, including the information required for cosmetic products. The packaging and label of the product are decisive for composition and use.
All prices are final prices. Before you place the order you see the total price including delivery. The seller is currently not registered for VAT; if this changes, prices and tax documents will reflect the actual tax status.
4. Ordering and conclusion of the contract
- Put the products into the cart, choose the delivery country, delivery method and the pick-up point or delivery address, and enter your contact details. You do not need a customer account.
- Before sending the order you can check and correct all data. The summary shows the products, quantities, total price, delivery price and method, and a link to these terms and to information on the right of withdrawal.
- By clicking "Order with obligation to pay" you send the order and are taken to the secure payment page of our payment provider.
- The contract is concluded at the moment the payment is successfully completed. Immediately afterwards we send you an order confirmation by e-mail. If the payment is not completed, no contract is concluded and no order is created.
- The order confirmation contains the full text of the terms you accepted. Please keep this e-mail — it is your durable copy of the contract terms.
Obvious errors in price (e.g. a technical error in the price display) do not oblige the seller to deliver at that price; in such a case we will contact you and refund any payment made.
5. Payment
The goods are paid in advance online. You can use the payment methods offered at checkout for your delivery country — usually payment card, Apple Pay and Google Pay, and in Poland also BLIK and Przelewy24. Payments are processed by Stripe; we do not receive your card details. The tax document (invoice) is sent to you by e-mail after the order is paid.
6. Delivery
Delivery methods, prices and estimated delivery times are listed on the page Delivery and payment and are always shown at checkout before you place the order. The main carrier is Packeta (Zásilkovna) with its partner carriers.
The risk of damage to the goods passes to you when you or a person you designate take over the parcel.
Uncollected parcel. Not collecting a parcel from a pick-up point, Z-BOX or from the courier is not a withdrawal from the contract. If the parcel returns to us, we will contact you and agree on re-sending or cancelling the order. If you ask for re-sending, you will pay the actual cost of the new shipment; if the order is cancelled, we refund the price of the goods.
7. Right of withdrawal (14 days)
As a consumer you may withdraw from the contract without giving a reason within 14 days of the day you (or a person you designate, other than the carrier) take over the goods; for an order of several items delivered separately, from taking over the last item.
To withdraw, send us a clear statement before the period expires — by e-mail to info@trichodoctor.it, via the online withdrawal form or otherwise in writing. Using our form is not obligatory. It is enough to send the statement before the 14-day period ends.
Send the goods back without undue delay, at the latest within 14 days of withdrawing, to: TRICHO DOCTOR COSMETICS s.r.o., Švehlova 3333/19, Záběhlice, 106 00 Praha 10, Czech Republic. You bear the direct cost of returning the goods.
We will refund all payments received from you, including the cost of the cheapest standard delivery we offer, no later than 14 days after receiving your withdrawal. We may withhold the refund until we receive the goods back or you prove that you have sent them, whichever is earlier. We refund using the same payment method you used, unless you expressly agree otherwise; you will not incur any fees for the refund. If you chose a more expensive delivery than the cheapest standard delivery, we do not refund the difference. You are liable for any diminished value of the goods resulting from handling them other than as necessary to establish their nature, characteristics and functioning.
8. Sealed cosmetics — exception from the right of withdrawal
Our cosmetic products are delivered sealed with a protective hygiene seal. Under Article 16(e) of Directive 2011/83/EU and § 1837(g) of the Czech Civil Code, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
- Seal intact — you can withdraw within 14 days as described above.
- Seal opened, removed or broken by you after delivery — the right of withdrawal is excluded for hygiene reasons.
This exception concerns only withdrawal without reason. It never limits your rights for defective goods: if the product leaks, is damaged in transport, is defective, does not match the order, or the seal was already damaged when you received it, you can make a complaint regardless of the condition of the seal.
9. Rights from defective performance (complaints)
The seller is responsible for the goods being free from defects on delivery. You can exercise rights from a defect that appears within two years of taking over the goods. If a defect appears within one year of taking over, it is presumed to have existed at delivery.
If the goods are defective, you may request delivery of new goods without the defect or a repair; if that is impossible, disproportionate or not done in reasonable time, you may request a reasonable price reduction or withdraw from the contract. Market-specific mandatory consumer rules of your country of residence apply in addition.
How to complain: write to info@trichodoctor.it or use the online complaint form. Please state the order number, the product, a description of the defect, when you noticed it and, where useful, attach photos (for leaks or transport damage — ideally before using the product). Tell us which remedy you prefer. We will confirm receipt of the complaint, decide on it and settle it no later than 30 days after it was made, unless we agree on a longer period, and we will confirm in writing how and when it was settled or why it was rejected. If the complaint is justified, you are entitled to reimbursement of the reasonable costs connected with it.
Details in plain language: Returns and complaints.
10. Personal Protocol and AI assistant
The hair and scalp test, the Personal Protocol and the AI assistant provide information and recommendations on cosmetic care and choice of products. They are not a medical diagnosis, a medical service or a substitute for consulting a doctor. If you have health problems, consult a doctor. More information: AI and Personal Protocol.
11. Customer account
You can shop without an account. If you sign in with your e-mail (we send you a one-time code), you can see your orders and, if you choose to, saved Protocols. You may delete your account at any time in your profile.
12. Personal data
Personal data is processed in accordance with our Privacy Policy.
13. Out-of-court dispute resolution
Consumers may refer a dispute arising from the purchase contract to the out-of-court consumer dispute resolution body: Czech Trade Inspection Authority (Česká obchodní inspekce), Gorazdova 1969/24, 120 00 Praha 2, adr.coi.cz. Consumers from other EU countries can also get free help from the European Consumer Centre in their country. The supervisory authority for consumer protection is the Czech Trade Inspection Authority.
14. Final provisions
The seller may change these terms; the contract is always governed by the version accepted when ordering. The current version is published on this page with its effective date and version number.