Terms of service

General Terms and Conditions for Consumers

1. Introductory Provisions
2. These Terms and Conditions (hereinafter the "Terms and Conditions") of MUFFIK UK LIMITED, Company Number: 16681481, with its registered office at 483 Green Lanes, London, England, N13 4BS (hereinafter the "Seller"), govern the mutual rights and obligations of the contracting parties arising in connection with or on the basis of a purchase contract (hereinafter the “Purchase Contract”) concluded between the Seller and a consumer (hereinafter the “Buyer”) through the Seller’s online store.The online store is operated by the Seller on the website located at www.muffik.com (hereinafter the “Website”) through the website interface (hereinafter the “Online Store Interface”).The Buyer shall bear all costs incurred in connection with the use of remote means of communication for the purpose of concluding the Purchase Contract (such as internet connection costs or telephone charges). Such costs shall not differ from the standard rate.
3. These Terms and Conditions do not apply to cases where a person who intends to purchase goods from the Seller is a legal entity or a person acting in the course of their business activity or within the scope of their independent professional practice. If the Buyer indicates a business identification number in the order, the Buyer acknowledges that the rules applicable to entrepreneurs and legal entities shall apply.
4. Provisions deviating from these Terms and Conditions may be agreed upon in the Purchase Contract. Any such deviating provisions stipulated in the Purchase Contract shall prevail over the wording of these Terms and Conditions.
5. By submitting an order, the Buyer confirms that, prior to concluding the Purchase Contract, they have read and understood these Terms and Conditions and acknowledge that the Terms and Conditions form an integral part of the Purchase Contract. The Purchase Contract and these Terms and Conditions are drawn up in the English language. The Purchase Contract may be concluded in English.
6. The Seller may amend or supplement these Terms and Conditions from time to time. Such amendments shall not affect any rights or obligations arising during the period of validity of the previous version of the Terms and Conditions. The Buyer shall have the right to request delivery of the version of the Terms and Conditions effective as of the date of conclusion of the Purchase Contract in a format preventing subsequent modification of the text.
7. Conclusion of the Purchase Contract
8. Information about the goods, including the prices of individual items and their main characteristics, is provided for each product in the Online Store catalogue. Prices are listed inclusive of value added tax, all applicable fees, and, where relevant, the costs of returning the goods if such goods by their nature cannot be returned by ordinary postal means. The prices remain valid for as long as they are displayed in the Online Store. This provision does not preclude the conclusion of a Purchase Contract under individually agreed terms. All product presentations in the Online Store are for informational purposes only, and the Seller is not obliged to conclude a Purchase Contract for the displayed goods.
9. The Online Store interface contains information about the goods, including the price of each item. Any discounts on the purchase price of the goods may not be combined, unless otherwise agreed between the Seller and the Buyer. In the case of discounted goods, the Online Store interface shall indicate the lowest price at which the goods were offered in the 30 days preceding the discount. Prices are listed inclusive of value added tax and all related charges. Prices remain valid for as long as they are displayed in the Online Store. This provision does not limit the Seller’s right to conclude a Purchase Contract under individually agreed conditions.
10. The Online Store interface also contains information about the costs associated with packaging and delivery of goods. The information about the packaging and delivery costs provided in the Online Store applies only when goods are delivered within the territory of the Czech Republic.
11. The Buyer may order goods in the following ways:

- through their Customer Account, if the Buyer has registered in the Online Store; or
- by completing the order form without registration.
To place an order, the Buyer shall fill in the order form available in the Online Store interface. The order form shall include, in particular:

– information about the ordered goods (the Buyer “adds” the selected goods to the electronic shopping cart in the Online Store interface);
– details regarding the payment method, delivery method, and associated delivery costs
(collectively referred to as the “Order”).

 

1. Before submitting the Order, the Buyer shall have the opportunity to check and modify the data entered, including the ability to detect and correct any errors made during the data entry process. The Buyer shall submit the Order to the Seller by clicking the button “ORDER WITH PAYMENT OBLIGATION.” The information entered in the Order shall be deemed accurate by the Seller. Upon receipt of the Order, the Seller shall promptly confirm such receipt by email to the Buyer’s email address specified in the user interface or in the Order (hereinafter the “Buyer’s Email Address”).
2. The Seller is always entitled, depending on the nature of the Order (quantity of goods, total purchase price, or expected shipping costs), to request additional confirmation of the Order from the Buyer (for example, in writing or by telephone).
3. The contractual relationship between the Seller and the Buyer is established upon the delivery of the Seller’s acceptance of the Order, which shall be sent to the Buyer by email to the Buyer’s Email Address.
4. If the Seller is unable to fulfil any of the requirements specified in the Order, the Seller shall send an amended offer to the Buyer’s email address. The amended offer shall be deemed a new proposal for concluding the Purchase Contract, and the Purchase Contract shall be concluded upon the Buyer’s confirmation of acceptance of this amended offer sent to the Seller’s email address specified in these Terms and Conditions. All Orders accepted by the Seller are binding. The Buyer may cancel the Order until the Buyer receives notice of the Order’s acceptance by the Seller. The Buyer may cancel the Order by telephone or by email using the contact details provided in these Terms and Conditions.
5. In the event of an obvious technical error on the part of the Seller in indicating the price of the goods in the Online Store or during the ordering process, the Seller shall not be obliged to deliver the goods at the manifestly incorrect price. The Seller shall inform the Buyer of the error without undue delay and send an amended offer to the Buyer’s email address. The amended offer shall be considered a new proposal for concluding the Purchase Contract, and the Purchase Contract shall be concluded only upon the Buyer’s confirmation of acceptance of this amended offer sent to the Seller’s email address.

III. Customer Account

1. Based on the Buyer’s registration made on the Website, the Buyer may access their user interface. From this user interface, the Buyer may place orders for goods (hereinafter referred to as the “Customer Account”).
2. When registering on the Website and when ordering goods, the Buyer is obliged to provide accurate and truthful information. The Buyer shall update the information provided in the Customer Account whenever any change occurs. The information provided by the Buyer in the Customer Account and when placing orders shall be deemed correct by the Seller. Should the Buyer breach the obligation to provide accurate information and the Seller incur damage as a result, the Seller shall be entitled to claim compensation for such damage from the Buyer. If the provision of incorrect information causes damage to the Buyer, such damage shall be borne entirely by the Buyer.
3. Access to the Customer Account is secured by a username and password. The Buyer is obliged to maintain confidentiality regarding the information necessary to access the Customer Account.
4. The Buyer is not entitled to allow third parties to use the Customer Account.
5. The Seller may cancel the Customer Account, particularly if the Buyer has not used it for more than thirty-six (36) months, or if the Buyer breaches any of their obligations arising from the Purchase Contract (including these Terms and Conditions).
6. The Buyer acknowledges that the Customer Account may not be available continuously, especially with regard to necessary maintenance of the Seller’s hardware and software or that of third-party service providers.
7. Price of Goods, Payment Terms, and Delivery of Goods
8. Cenu The Buyer may pay the price of the goods and any costs associated with the delivery of the goods under the Purchase Contract to the Seller using the following methods:

- by bank transfer to the Seller’s bank account, IBAN: …………………

- by cashless payment by credit/debit card;

- by cashless transfer via the payment gateway to the Seller’s account.

1. Together with the purchase price, the Buyer is obliged to pay the Seller the costs of packaging and delivery of the goods in the agreed amount. Unless expressly stated otherwise, the term “purchase price” shall also include the costs associated with the delivery of the goods.
2. The Seller does not require the Buyer to make any advance payment or similar prepayment. This does not affect the provision of Article IV(6) of these Terms and Conditions regarding the obligation to pay the purchase price in advance.
3. In the case of payment in cash or cash on delivery, the purchase price shall be payable upon receipt of the goods. In the case of payment through a payment gateway, the Buyer shall follow the instructions of the relevant electronic payment service provider.
4. In the case of cashless payment, the Buyer shall pay the purchase price together with the variable payment symbol indicated by the Seller. The Buyer’s obligation to pay the purchase price shall be fulfilled at the moment the relevant amount is credited to the Seller’s bank account.
5. The Seller shall be entitled, particularly in cases where the Buyer fails to provide additional confirmation of the order (Article II(6)), to require payment of the full purchase price before dispatching the goods to the Buyer.
6. Where customary in commercial practice or required by generally binding legal regulations, the Seller shall issue a tax document – an invoice – to the Buyer for payments made under the Purchase Contract. The Seller is a VAT payer. The tax document – invoice shall be issued by the Seller to the Buyer after payment of the purchase price and sent in electronic form to the Buyer’s email address.
7. The method of delivery shall be selected during the order process. If the carrier chosen by the Buyer in the order refuses or is unable to deliver the shipment, the Seller reserves the right to select another carrier. The Buyer shall be automatically informed of any change of carrier via an email notification containing information about the shipment.
8. The delivery costs, depending on the chosen method of shipment and collection, are specified in the Buyer’s order and in the Seller’s order confirmation. If the method of transport is arranged at the Buyer’s special request, the Buyer shall bear all risks and any additional costs associated with such delivery method.
9. If, under the Purchase Contract, the Seller is obliged to deliver the goods to the place specified by the Buyer in the order, the Buyer shall be obliged to accept the goods upon delivery. If it is necessary, for reasons attributable to the Buyer, to deliver the goods repeatedly or in a manner other than that specified in the order, the Buyer shall bear all costs associated with repeated delivery or with any alternative delivery method.
10. Upon receipt of the goods from the carrier, the Buyer shall check the integrity of the packaging and, in case of any defects, shall immediately notify the carrier. If the Buyer discovers that the packaging has been tampered with, indicating unauthorized interference with the shipment, the Buyer shall not be obliged to accept the delivery.
11. The Buyer shall acquire ownership of the goods only after full payment of the purchase price, including delivery costs, and upon receipt of the goods. The risk of accidental destruction, damage, or loss of the goods shall pass to the Buyer at the moment of receipt of the goods or at the moment the Buyer was obliged to take delivery but failed to do so in breach of the Purchase Contract.

 

1. Withdrawal from the Purchase Contract
2. This Article V shall apply only if the Buyer is a consumer with permanent residence within the European Union.
3. The Buyer acknowledges that, in accordance with applicable law, it is not possible to withdraw, inter alia, from a Purchase Contract for the supply of goods that have been customised or manufactured according to the Buyer’s wishes or for the Buyer personally, from a Purchase Contract for the supply of perishable goods or goods which, after delivery, have been irreversibly mixed with other goods, from a Purchase Contract for the supply of goods in sealed packaging which the consumer has unsealed and which, for health or hygiene reasons, cannot be returned, or from a Purchase Contract for the supply of audio or video recordings or computer software if the Buyer has broken their original seal.
4. Unless it is a case referred to in Article V(1) or another case in which withdrawal from the Purchase Contract is not possible, the Buyer shall have the right, in accordance with Section 1829(1) of Act No. 89/2012 Coll., the Civil Code, to withdraw from the Purchase Contract within fourteen (14) days of receipt of the goods. In the case of a Purchase Contract involving several types of goods or the delivery of several parts, this period shall run from the date of receipt of the last delivery of goods. The withdrawal must be sent to the Seller within this period.
   The Buyer may use the model withdrawal form provided by the Seller, which forms an annex to these Terms and Conditions. The Buyer may send the notice of withdrawal, among other means, to the Seller’s business address or by email to support@muffik.uk.
5. In the event of withdrawal from the Purchase Contract pursuant to Article V(2) of these Terms and Conditions, the Purchase Contract shall be cancelled from the beginning. The goods must be returned to the Seller within fourteen (14) days from the withdrawal. If the Buyer withdraws from the Purchase Contract, the Buyer shall bear the costs of returning the goods to the Seller, even if the goods, by their nature, cannot be returned by ordinary postal means.
6. In the event of withdrawal under Article V(2) of these Terms and Conditions, the Seller shall refund all payments received from the Buyer within fourteen (14) days from the withdrawal, using the same payment method as that used by the Buyer (i.e., cash or bank transfer), unless otherwise agreed. The Seller may also refund the payment when the goods are returned by the Buyer or by another method agreed with the Buyer, provided that this does not result in additional costs for the Buyer. The Seller shall not be obliged to refund the payment before receiving the returned goods or before the Buyer proves that the goods have been dispatched to the Seller.prostředky kupujícímu dříve, než mu kupující zboží vrátí nebo prokáže, že zboží prodávajícímu odeslal.
7. The Seller shall be entitled to unilaterally offset any claim for compensation for damage to the goods against the Buyer’s claim for a refund of the purchase price.
8. Until the goods have been received by the Buyer, the Seller may withdraw from the Purchase Contract at any time. In such a case, the Seller shall refund the purchase price to the Buyer without undue delay by cashless transfer to the Buyer’s designated account.
9. If a gift is provided to the Buyer together with the goods, a gift agreement between the Seller and the Buyer is concluded with a resolutory condition that if the Buyer withdraws from the Purchase Contract, the gift agreement shall cease to be effective and the Buyer shall be obliged to return the provided gift to the Seller together with the goods.
10. The address for returning goods is: MUFFIK UK LIMITED, 483 Green Lanes, London, England, N13 4BS, United Kingdom.
11. Rights Arising from Defective Performance
12. The rights and obligations of the contracting parties regarding rights arising from defective performance shall be governed by the applicable generally binding legal regulations.
13. The Seller shall be liable to the Buyer for ensuring that the goods are free from defects upon receipt. In particular, the Seller shall be liable to the Buyer for ensuring that, at the time the Buyer receives the goods:

• the goods have the characteristics agreed upon by the parties, and in the absence of such an agreement, the goods have such characteristics as were described by the Seller or manufacturer, or as the Buyer might reasonably have expected given the nature of the goods and any advertising carried out by the Seller or manufacturer;
• the goods are suitable for the purpose stated by the Seller for their use, or for the purpose for which such goods are usually used;
• the goods correspond in quality or design to the agreed sample or model, if the quality or design was determined according to an agreed sample or model;
• the goods are supplied in the agreed quantity, measure, or weight; and
• the goods comply with the requirements of legal regulations.

1. If a defect becomes apparent within twelve (12) months of receipt, it shall be presumed that the goods were defective at the time of delivery.
2. If the goods do not have the properties referred to in Article VI(2) of these Terms and Conditions at the time of receipt, the Buyer, who is a consumer with residence within the European Union, may, at their discretion, demand delivery of new defect-free goods or repair of the goods, unless the chosen method of remedy is impossible or disproportionately costly compared with the other option. This shall be assessed particularly with regard to the significance of the defect, the value that the goods would have without the defect, and whether the defect can be remedied by the other method without substantial inconvenience to the Buyer. The Seller may refuse to remedy the defect if it is impossible or disproportionately costly, particularly with regard to the significance of the defect and the value that the goods would have without the defect.
3. The Buyer may demand a reasonable price reduction or withdraw from the contract if the Seller has refused or failed to remedy the defect in accordance with Article VI(4) of these Terms and Conditions, if the defect recurs, if the defect constitutes a material breach of contract, or if it is evident from the Seller’s statement or the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the Buyer. The reasonable reduction shall be determined as the difference between the value of the goods without defects and the value of the defective goods received by the Buyer. The Buyer may not withdraw from the contract if the defect is insignificant.
4. If a period during which the goods may be used is indicated on the goods, on their packaging, in an instruction manual, or in advertising in accordance with other legal regulations, the provisions concerning a warranty for quality shall apply.
5. A warranty for quality means that the Seller undertakes that the goods will, for a certain period, be fit for use for their usual purpose or will retain their usual characteristics. The same effect applies if a warranty period or shelf life is stated on the packaging or in advertising. The warranty may also be provided for individual components of the goods.
6. The provisions of Article VI(2) of these Terms and Conditions shall not apply to goods sold at a lower price due to a defect for which the lower price was agreed, to wear and tear of goods caused by normal use, to used goods for defects corresponding to the level of use or wear the goods had at the time of receipt by the Buyer, or if this results from the nature of the goods.
7. The Buyer shall exercise the rights arising from defective performance with the Seller at the address of the Seller’s business premises. The moment of filing a complaint shall be deemed the moment when the Buyer notifies the Seller of the defects in the goods.
8. A Buyer who is a consumer with residence within the European Union shall have the right to reimbursement of the minimum necessary expenses (in particular postage costs incurred when sending the claimed goods) actually and reasonably incurred in connection with the exercise of justified rights arising from liability for defects. It is recommended that such reimbursement be claimed no later than thirty (30) days after the complaint has been settled (without prejudice to statutory limitation periods). For postage, the minimum necessary costs shall be considered the cheapest possible postal service that allows delivery of the defective goods for processing. The Buyer is obliged to prove such costs to the Seller in a credible manner when claiming reimbursement.
9. The Seller shall handle complaints within thirty (30) days. After the expiration of this period without settlement, the Buyer may withdraw from the contract or claim a reasonable price reduction.
10. The Buyer is obliged to collect the goods from the Seller without undue delay after the complaint has been resolved. The Seller shall be entitled to charge storage fees in the amount of 2 EUR for each day of delay in fulfilling the obligation referred to in the preceding sentence.
11. Additional rights and obligations of the parties related to the Seller’s liability for defects may be regulated by the Seller’s Complaints Policy.
12. The address for sending goods for complaint handling is: MUFFIK UK LIMITED, 483 Green Lanes, London, England, N13 4BS, United Kingdom.

VII. Dispute Resolution

1. Mutual disputes between the Seller and the Buyer shall be resolved by the competent courts or arbitration bodies. The Seller undertakes to make every effort to reach an amicable settlement of any dispute with the Buyer before resorting to judicial proceedings, unless the Buyer refuses such settlement. Consumers shall have the right to use, in accordance with applicable law and relevant conditions, the alternative dispute resolution (ADR) mechanism for consumer disputes.
2. A consumer with residence within the European Union may initiate online dispute resolution (ODR) through the official EU platform available at: https://webgate.ec.europa.eu/odr/.

VIII. Other Rights and Obligations of the Contracting Parties

1. The Buyer shall acquire ownership of the goods upon full payment of the purchase price.
2. The Seller is not bound by any codes of conduct in relation to the Buyer.
3. Out-of-court complaint handling for consumers is provided by the Seller via the email address support@muffik.uk. Information on the resolution of the Buyer’s complaint shall be sent by the Seller to the Buyer’s email address.
4. Personal Data Protection
5. The Seller is the controller of personal data within the meaning of the relevant provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter referred to as the “GDPR”).
6. In accordance with Article 12 of the GDPR, the Buyer (hereinafter also referred to as the “data subject”) is hereby provided with information regarding the processing and protection of personal data and the related rights.
7. The protection of the Buyer’s personal data, where the Buyer is a natural person, is ensured in compliance with the GDPR.
8. All information provided by the Buyer in the course of cooperation with the Seller shall be treated as confidential and handled accordingly. Unless the Buyer provides written consent, the Seller shall not use the Buyer’s data for any purpose other than the performance of the contract, except for the Buyer’s email address, which may be used for sending commercial communications, as permitted by law, unless expressly refused by the Buyer. Such communications shall relate only to similar or related products and may be unsubscribed from at any time in a simple manner (by sending a letter, email, or by clicking an unsubscribe link in the commercial message). The Buyer’s email address shall be retained for this purpose for a period of three (3) years from the conclusion of the last contract between the parties.
9. More detailed information on the processing and protection of personal data can be found in the Privacy Policy available on the Seller’s website.
10. Delivery of Correspondence
11. The Buyer may be served notices and correspondence at the email address specified in their Customer Account or provided by the Buyer in the order.
12. Final Provisions
13. The contractual relationship shall be governed by the law applicable under international treaties regulating international elements and conflict-of-law rules. This shall not affect the rights of consumers residing within the European Union, arising from generally binding legal regulations of the European Union.
14. All rights to the Seller’s website, in particular copyrights to its content, including layout, photographs, videos, graphics, trademarks, logos, and other content or elements, belong exclusively to the Seller. It is prohibited to copy, modify, or otherwise use the website or any part thereof without the Seller’s consent. The Seller shall not be liable for any errors resulting from third-party interference with the online store or from its use contrary to its intended purpose. The Buyer shall not use any procedures that could adversely affect the operation of the online store and shall not carry out any activity that could allow themselves or third parties to unlawfully interfere with or use the software or other components forming part of the online store, nor use the online store or its components in a manner inconsistent with its purpose or function.
15. 
    The Purchase Contract, including these Terms and Conditions, shall be archived electronically by the Seller and shall not be accessible to the Buyer.
16. Seller's contact details – mailing address: MUFFIK UK LIMITED, 483 Green Lanes, London, England, N13 4BS, United Kingdom; email address: support@muffik.uk; telephone: +44 1234 370 133.

These Terms and Conditions are valid from 1 October 2025 and shall remain in force until new Terms and Conditions are issued.