Terms and Conditions

Terms and Conditions – Svět Kouzel

Effective from 19 June 2026 · Fellicis s.r.o.

1.Seller and basic information

The seller and operator of the online shop www.svetkouzel.com is:

Fellicis s.r.o. Registered office: Kytlická 759/23, 190 00 Prague 9, Czech Republic
Company ID (IČO): 21058369
VAT ID (DIČ): CZ21058369
Registered in the Commercial Register kept by the Municipal Court in Prague, file ref. C 396383
Bank account: 2802747615/2010
E-mail: info@svetkouzel.com
Phone: +420 725 338 071 (calls are charged at standard rates according to your operator's tariff)

Shop and personal collection address: Na Pankráci 1352/2, Prague 4, 140 00, Czech Republic
Returns and complaints address: Fellicis s.r.o., Na Pankráci 1352/2, Prague 4, 140 00 (attn. Martin Štěpánek)

These Terms and Conditions ("T&C") govern the mutual rights and obligations of the seller and the buyer – consumer when concluding a purchase contract through this online shop. The T&C are based on Act No. 89/2012 Coll., the Civil Code ("CC"), and Act No. 634/1992 Coll., on Consumer Protection, as amended. The applicable consumer protection law is Czech law; EU consumer protection rights are fully upheld.

Contract storage and correction of errors

The concluded purchase contract is archived by the seller in electronic form for 5 years from its conclusion and is not accessible to third parties. The buyer may request access to it by e-mail at info@svetkouzel.com. Before submitting an order, the buyer may check and correct any entered data directly in the order form; the individual technical steps leading to the conclusion of the contract are described in Article 2 of these T&C.

Reviews

Two types of reviews are available on our online shop:

Verified reviews via the Verified by Customers programme (Heureka.cz): these reviews are technically linked to a completed purchase — a customer receives an invitation to rate only after successfully completing an order. The authenticity of these reviews is therefore verified by their connection to a specific transaction.
Reviews posted directly on our website: these reviews are not verified by the online shop — they can be submitted by any visitor, regardless of whether they purchased the product. This fact is clearly stated alongside the review submission form.

Reviews obtained in exchange for a reward (e.g. a discount or gift) are transparently labelled as sponsored. We do not create fake or paid unlabelled reviews and remove them from the system if detected. We reserve the right to remove reviews that are contrary to good morals, contain offensive language, are illegal, infringe copyright or personal rights, or are factually unrelated to the product in question. We do not remove negative reviews solely because of their negative rating.

2.Order and conclusion of contract

The presentation of goods in the online shop does not constitute an offer to conclude a contract. The purchase contract is concluded at the moment the seller confirms the order to the buyer by e-mail. Until such confirmation, no contract is concluded and the seller is not obliged to accept the order.

An order can be checked and corrected at any time before submission — all entered details are clearly displayed in the cart before final confirmation. The buyer places a binding order by clicking the "Order with obligation to pay" button or a similarly labelled button confirming the payment obligation. Once submitted, the order is binding. The seller will confirm receipt of the order by e-mail without undue delay.

The version of these T&C in force at the time of contract conclusion is provided to the buyer in text form as an attachment (PDF file) to the order confirmation e-mail, together with the concluded contract.

Order cancellation

The buyer may cancel an order by e-mail at info@svetkouzel.com at any time before dispatch. This is without prejudice to the buyer's statutory right of withdrawal under Article 5 of these T&C.

Refusal of order by the seller

The seller may refuse an order if:

the goods are no longer in stock and cannot be delivered within a reasonable time,
the buyer has provided clearly incomplete or false contact details,
a demonstrable technical error has occurred in the price of the goods.

In such cases the seller will promptly inform the buyer by e-mail and refund all payments made within 14 days.

3.Price and payment terms

All prices are stated inclusive of VAT. The cost of delivery is added to the price of goods according to the chosen delivery method. The total price including delivery is displayed before submitting the order in the order summary.

For packaged food and other goods sold by weight or volume, the unit price (e.g. per 100 g or 1 kg) is displayed alongside the total price.

Discounts and reference price

For goods offered at a discounted price, the seller states as the reference price the lowest price at which the goods were offered in the 30-day period prior to the discount being applied, in accordance with the Omnibus Directive (as implemented in Czech law). For goods newly introduced or sold for less than 30 days, the reference price is the price before the first reduction.

This rule does not apply to personalised price benefits granted under the Kouzelnický klub loyalty programme (Bronze, Silver and Gold tier discounts), which are assigned based on each individual customer's cumulative spend and are not blanket discounts available to all customers. Prices displayed to loyalty programme members are their individual customer prices and do not form part of the reference price calculation for Omnibus purposes.

Kouzelnický klub loyalty programme

Buyers who register or make a purchase on the online shop are automatically enrolled in the Kouzelnický klub loyalty programme. The programme offers three discount tiers based on cumulative paid spend:

Bronze (3% discount) – assigned automatically upon reaching a cumulative spend of CZK 1,500,
Silver (5% discount) – upon reaching a cumulative spend of CZK 3,000,
Gold (10% discount) – upon reaching a cumulative spend of CZK 5,000.

Cumulative spend is calculated from all paid orders with no time limit. Once reached, a tier is permanent and does not reset. Assignment to the Bronze tier occurs automatically and immediately upon passing the relevant threshold. Upgrades to Silver and Gold are processed by the seller in bulk within 7 days of the end of the calendar month in which the customer exceeded the relevant spend threshold. The entitlement to the discount corresponding to the new tier arises only after the upgrade has been processed, not at the moment the threshold is crossed. Customers can check their current tier after logging in at www.svetkouzel.com/klient/klient-slevy/. The discount is applied automatically in the cart for logged-in customers.

Loyalty discounts cannot be combined with other discount codes or promotions unless otherwise stated for a specific promotion. The seller reserves the right to amend the terms of the loyalty programme; any change will not affect a discount already actively applied to an open order.

Payment methods

Cash on delivery – payment in cash or by card upon receipt of the parcel (surcharge of CZK 49 for delivery within the Czech Republic; surcharge of EUR 2 for delivery to Slovakia; cash on delivery is not available for other countries),
Bank transfer – based on a proforma invoice,
Online payment gateway.

Dispatch time

Goods are dispatched within 24 hours as a rule, no later than 5 business days from contract conclusion. For bank transfer payments, the period begins from the date the payment is credited to the seller's account. This information is stated in the order confirmation.

4.Delivery of goods

We deliver to the Czech Republic, Slovakia and other European Union member states. The usual delivery time after dispatch is 1–3 business days depending on the destination country and chosen carrier. Goods will be delivered no later than 14 days from contract conclusion. The estimated delivery date is communicated to the buyer in the order confirmation e-mail.

Delivery methods and shipping costs

Current shipping rates for all available destination countries are displayed during the checkout process in the "Delivery options" section and in the order summary before submission. Shipping costs may vary depending on the weight of the parcel, the destination country and the chosen delivery method. An overview of destination countries and current rates is available at www.svetkouzel.com/en/delivery/. The price shown in the "Delivery options" section and in the order summary is always identical to the price charged at checkout.

Personal collection at our shop at Na Pankráci 1352/2, Prague 4 (by prior arrangement),
Pickup points: GLS, Zásilkovna (Packeta), PPL (availability depending on destination country),
Home delivery: GLS, PPL, Zásilkovna (availability depending on destination country).

Cash on delivery is available for the Czech Republic and Slovakia only.

Transfer of risk

The risk of damage to the goods passes to the buyer upon receipt. Until the moment of receipt or refusal to accept, the seller bears the risk of damage.

Gift vouchers

Gift vouchers are delivered electronically to the buyer's e-mail address, typically within 24 hours of contract conclusion.

Accepting the parcel

Upon receipt, the buyer must check the integrity of the packaging. If the packaging is mechanically damaged or shows signs of unauthorised handling, the buyer is not obliged to accept the parcel. Any damage must be reported immediately to the carrier and to the seller.

Since the purchase contract is concluded upon order confirmation by e-mail (see Article 2), failure to accept a parcel in good condition does not constitute withdrawal from the contract. In such a case the seller is entitled to withdraw from the contract and to claim reimbursement of costs demonstrably incurred in connection with the unsuccessful delivery attempt (e.g. postage costs).

5.Withdrawal from contract

The buyer – consumer has the right to withdraw from a purchase contract concluded by distance means without giving any reason within 14 days of receiving the goods (§ 1829 CC). The period begins on the day following the day on which the buyer or a third party designated by the buyer (other than the carrier) received the goods, or the last item of goods if the order is delivered in parts.

How to withdraw

Withdrawal may be submitted in any of the following ways:

Online via the order detail page – the easiest method. The buyer visits www.svetkouzel.com/en/my-order/, enters their order number and e-mail address. After the order detail is displayed, the buyer clicks "Return products", selects the goods and confirms. A confirmation of the withdrawal is sent by e-mail. The button is active throughout the entire statutory 14-day period from receipt of the goods (§ 1830a CC as amended with effect from 19 June 2026).
By e-mail to info@svetkouzel.com, optionally using the model form below.
By post to the seller's registered address or the returns address stated in Article 1.

The deadline is met if the notice of withdrawal is sent before it expires.

Model withdrawal form (complete and return only if you wish to withdraw from the contract)

Addressee: Fellicis s.r.o., Kytlická 759/23, 190 00 Prague 9; e-mail: info@svetkouzel.com; returns address: Na Pankráci 1352/2, Prague 4, 140 00

I hereby give notice that I withdraw from the purchase contract for the following goods: ______________________
Date of order / date of receipt: ______________________
Order number: ______________________
Name and surname of consumer: ______________________
Address of consumer: ______________________
Bank account number for refund: ______________________
Signature of consumer (paper form only): ______________________
Date: ______________________

Returning the goods

Goods must be returned no later than 14 days from the date of withdrawal to: Fellicis s.r.o., Na Pankráci 1352/2, Prague 4, 140 00 (attn. Martin Štěpánek). The cost of returning the goods is borne by the buyer. Please do not send goods by cash on delivery — such parcels will not be accepted.

Goods must be returned undamaged, without signs of excessive wear, and if possible in their original packaging. The buyer is liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (§ 1833 CC). The seller is entitled to unilaterally set off any claim for compensation for such reduction in value against the buyer's claim for a refund.

Refund

The seller will refund the buyer all payments received — including delivery costs corresponding to the cheapest delivery method offered — no later than 14 days from the date of withdrawal (§ 1832(1) CC). The seller is not obliged to issue the refund before the buyer has returned the goods or provided proof of dispatch, whichever is earlier (§ 1832(4) CC).

The refund will be made using the same payment method as was used for the original payment, unless the buyer requests otherwise and no additional costs are incurred by the seller.

Gift vouchers and digital content

A gift voucher constitutes digital content delivered other than on a tangible medium. A buyer wishing to purchase a gift voucher expressly consents at the time of ordering to the commencement of fulfilment (delivery of the voucher by e-mail) before the expiry of the withdrawal period, and acknowledges that this extinguishes their right of withdrawal (§ 1837 CC). This consent is captured via the relevant checkbox at the time of completing the order. Confirmation of the consent given and the loss of the right of withdrawal is sent to the buyer in the confirmation e-mail together with the delivered voucher.

The right of withdrawal does not apply, among other things, to:

goods made to the consumer's specifications or clearly personalised,
goods liable to deteriorate rapidly or perishable goods with a short shelf life,
goods supplied in sealed packaging which the consumer has removed from the packaging and which cannot be returned for hygiene reasons — this applies in particular to opened confectionery, chocolate and other foods whose protective packaging has been broken (unsealed non-perishable foods with a sufficient remaining shelf life may be returned),
goods which, after delivery, have been inseparably mixed with other goods,
digital content delivered other than on a tangible medium, where fulfilment has begun with the consumer's prior explicit consent before the expiry of the withdrawal period and the consumer was informed of the loss of the right of withdrawal.

The full list of exceptions is set out in § 1837 CC.

6.Complaints and defective performance

The seller is responsible to the buyer for ensuring that the goods are free from defects upon receipt. In particular, the seller is responsible for ensuring that the goods (§ 2161 CC):

correspond to the agreed description, type, quantity, quality, functionality, compatibility and interoperability,
are suitable for the purpose for which the buyer requires them and to which the seller has agreed,
are delivered with the agreed accessories and instructions for use,
correspond to the usual properties of goods of the same type that the buyer may reasonably expect, including durability, functionality and safety, taking into account any public statements made by the seller or manufacturer, in particular in advertising or labelling,
are delivered with accessories and instructions for use that the buyer may reasonably expect.

Time limit for exercising rights

Rights arising from defective performance may be exercised within 2 years of receipt of the goods (§ 2165 CC). If a defect manifests itself within 12 months of receipt, it is presumed that the goods were defective at the time of receipt, unless the nature of the goods or the defect rules this out (§ 2161(5) CC); in such a case the burden of proving otherwise lies with the seller. If the buyer has legitimately raised a defect, the time limit does not run during the period in which the buyer cannot use the goods (§ 2165(4) CC).

Buyer's rights arising from defective performance

Depending on the nature and seriousness of the defect, the buyer has the following rights:

Remedy of the defect – free repair or replacement with defect-free goods; the seller will remedy the defect within a reasonable time of it being raised so as not to cause the buyer significant inconvenience, taking into account the nature of the goods and the purpose for which the buyer purchased them (§ 2170(1) CC),
Reasonable price reduction or withdrawal from contract – the buyer may request a price reduction or withdraw from the contract if: (a) the seller has refused to remedy the defect or has not done so in accordance with § 2170 CC, (b) the defect recurs, (c) the defect constitutes a material breach of contract, or (d) it is apparent from the seller's statement or from the circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer (§ 2171(1) CC),
Reimbursement of costs reasonably incurred in exercising rights arising from defective performance; this right must be exercised within one month of the expiry of the period within which the defect must be raised (§ 1924 CC).

The right arising from defective performance does not apply if the defect was caused by the buyer themselves (§ 2167(1) CC).

How to make a complaint

Please submit your complaint by e-mail to info@svetkouzel.com (with a description of the defect and photographs where applicable) or by sending the defective goods after prior arrangement to: Fellicis s.r.o., Na Pankráci 1352/2, Prague 4, 140 00 (attn. Martin Štěpánek). Please do not send goods by cash on delivery.

The complaint, including the remedy of the defect, will be resolved and the buyer notified of the outcome within 30 days of the complaint being lodged (§ 19(3) of Act No. 634/1992 Coll.), unless the parties agree on a longer period. If the complaint is not resolved within this period, the buyer has the right to withdraw from the contract or to request a reasonable price reduction.

What does not constitute a defect

normal wear and tear from ordinary use (§ 2167(2) CC),
damage caused by improper handling or inappropriate storage,
damage caused by use contrary to the instructions or for a purpose other than the intended use.

8.Out-of-court dispute resolution

The buyer – consumer has the right to refer any dispute to an out-of-court consumer dispute resolution body. The competent body is:

Czech Trade Inspection Authority – ADR Department Gorazdova 1969/24, 120 00 Prague 2, Czech Republic
E-mail: adr@coi.cz
Website: adr.coi.cz

Consumers may also use the European Online Dispute Resolution platform available at ec.europa.eu/consumers/odr.

9.Reporting illegal content (DSA)

In accordance with Regulation (EU) 2022/2065 on the Digital Services Act (DSA), we enable users to report content they consider illegal or harmful (e.g. copyright infringement, illegal content, content contrary to good morals).

How to report harmful content

To report harmful content (reviews, comments or other user-generated content), please send an e-mail to info@svetkouzel.com with the subject line "Content report – DSA". Please include a direct link to the content in question and a description of why you consider it illegal or harmful. For communication with supervisory authorities (Czech Telecommunication Office), we accept messages in Czech and English at the same e-mail address.

Content moderation rules

The seller may remove or restrict user-generated content (in particular reviews) if it:

infringes the copyright or personal rights of third parties,
is illegal (fraud, hate speech, terrorist content, etc.),
is contrary to good morals or contains offensive language,
is factually unrelated to the product or service being reviewed,
has been artificially created or submitted in breach of the review submission terms.

We do not remove negative reviews solely because of their negative rating. We inform the author of any content removal where this is technically feasible and legally permissible.

10.Final provisions

These T&C are valid and effective from 19 June 2026. The seller reserves the right to amend the T&C; any amendment will not apply to contracts concluded before the new version takes effect. Each contract is governed by the version of the T&C in force at the time of its conclusion.

If any provision of these T&C is invalid or ineffective, this does not affect the validity of the remaining provisions. The consumer's rights arising from mandatory legal provisions are not affected by these T&C.

Legal relations not governed by these T&C are subject to Czech law, in particular Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.