General Terms and Conditions of the ayatec Online Store
1. Introductory Provisions
1.1. These General Terms and Conditions (hereinafter referred to as the “Terms and Conditions”) govern the rights and obligations arising in connection with contracts concluded through the online store operated on the website ayatec.eu (hereinafter referred to as the “e-shop”).
1.2. The seller and operator of the e-shop is:
ayatec europe s.r.o.
with its registered office at Zábřežská 69/41, 787 01 Šumperk, Czech Republic
Company ID No.: 21428182
VAT ID No.: CZ21428182
registered in the Commercial Register maintained by the Regional Court in Ostrava, Section C, File No. 95672
email: techsupport@ayatec.eu
telephone: +420 702 238 185
(hereinafter referred to as the “Seller”).
1.3. The buyer is a natural person or legal entity that concludes a contract with the Seller through the e-shop or through subsequent individual communication (hereinafter referred to as the “Buyer”).
1.4. A consumer is a natural person who concludes a contract with the Seller, or otherwise deals with the Seller, outside the scope of their business activities or independent professional practice (hereinafter referred to as the “Consumer”). If the Buyer provides a company ID number, VAT ID number or other information in the order indicating that the purchase is being made in connection with their business activities, the Seller may regard the Buyer as a business customer unless the circumstances indicate otherwise.
1.5. The provisions of these Terms and Conditions concerning consumer rights apply only to contracts concluded with Consumers. In particular, the provisions concerning the fourteen-day right of withdrawal and other provisions intended exclusively for consumer protection do not apply to a Buyer acting as a business customer.
1.6. Any different terms expressly agreed in a quotation, order confirmation, technical specification, contract for work or other individual agreement shall take precedence over these Terms and Conditions.
2. Nature of the Products Offered
2.1. The e-shop primarily offers technical products, electronic and control components, software, licences, components for wellness technologies, and related products and services. A significant part of the range is not permanently held in stock and, depending on the nature of the order, is procured from suppliers, assembled or manufactured only after the order has been received.
2.2. The fact that a product is not in stock or that its manufacture begins only after receipt of an order does not in itself mean that it is made-to-order goods, nor does it in itself exclude the Consumer’s right to withdraw from the contract.
2.3. For the purposes of these Terms and Conditions, a distinction is made between:
a) standard goods manufactured or procured to order – goods from the Seller’s standard range that are supplied without individual modifications based on the Buyer’s personal requirements; and
b) custom-made goods – non-prefabricated goods manufactured according to the Buyer’s individual choice or decision, or goods customised to the Buyer’s personal requirements, particularly according to dimensions, wiring, technical configuration, functions, design, labelling, drawings or other individual specifications provided by the Buyer.
2.4. The custom-made nature of the goods will be communicated to the Buyer before the contract is concluded, particularly in the product description, configurator, quotation, technical specification or order confirmation. Where appropriate in view of the method of concluding the contract, the Seller will also request separate confirmation from the Buyer that the Buyer is ordering custom-made goods and has been informed of the consequences for the right of withdrawal.
2.5. Neither merely labelling a product as custom-made nor obtaining the Buyer’s consent may exclude the Consumer’s statutory rights if the product does not, in fact, meet the statutory conditions applicable to custom-made goods.
3. Product Information and Technical Specifications
3.1. Information about the goods, their properties, compatibility and method of use is based on the information available at the time of publication. Images may be illustrative if this is stated for the product or follows from their nature.
3.2. For custom-made goods, the approved technical specification, drawing, quotation or order confirmation is decisive. Before approving these documents, the Buyer must check, in particular, the dimensions, technical parameters, power supply, inputs and outputs, wiring method, compatibility and intended purpose of use.
3.3. If the Buyer provides incorrect, incomplete or ambiguous documentation, the Seller may request that it be supplemented. The delivery period shall be suspended while the Seller is waiting for the Buyer to provide the necessary cooperation if proper performance cannot continue without such cooperation.
3.4. The Seller shall notify the Buyer of any manifestly unsuitable instruction or specification if its unsuitability could have been identified through the exercise of professional care. If the Buyer insists on the instruction despite this warning, the Buyer shall be responsible for the consequences caused exclusively by that instruction to the extent permitted by law.
3.5. Electronic control modules, components and products intended for professional integration must be installed and used in accordance with the documentation, technical rules and applicable legislation. Unless expressly stated otherwise for a particular product, it must not be regarded as a standalone safety component intended to protect life, health or property. This does not affect the Seller’s statutory liability for product safety.
4. Orders and Conclusion of the Contract
4.1. The presentation of goods in the e-shop is for information purposes. For goods manufactured, assembled or procured to order, acceptance of an order may be subject to verification of component availability, manufacturing capacity, technical feasibility, shipping costs and the delivery date.
4.2. The Buyer places an order by adding goods to the shopping cart, entering the required information, selecting the available parameters and submitting the order. Before submitting the order, the Buyer has the opportunity to review and correct the entered information.
4.3. By submitting an order, the Buyer confirms that they have read the product description, price, payment and delivery terms, these Terms and Conditions and, where applicable, the information concerning the custom-made nature of the product.
4.4. An automatic acknowledgement of receipt merely confirms that the order has been received by the Seller’s electronic system unless it expressly states that the order has also been accepted.
4.5. The contract is concluded when the Seller expressly confirms acceptance of the order to the Buyer in text form after verifying the conditions for its fulfilment, or when the Buyer accepts an individual quotation from the Seller. The confirmation shall include or refer, in particular, to the subject matter of performance, the price, the method of payment, the delivery date or delivery period and information on whether the goods are custom-made.
4.6. If the Seller cannot accept the order under the conditions stated in the e-shop, the Seller will send the Buyer a revised offer. In such a case, the contract is concluded only when the Buyer expressly accepts that offer.
4.7. The Seller may reject an order, particularly due to the unavailability of components, exhausted manufacturing capacity, technical infeasibility of the requested solution, an obvious error in the price or description, the Buyer’s outstanding overdue liabilities or a reasonable suspicion of misuse of the e-shop. The Seller shall inform the Buyer of the rejection without undue delay.
4.8. The contract may be concluded in Slovak, Czech or, by agreement, another language. The Seller archives the contract electronically. The Consumer will receive confirmation of the conclusion of the contract and a copy of the Terms and Conditions in text form.
5. Price and Payment Terms
5.1. The price of the goods is stated on the product page, in the shopping cart, in the quotation or in the order confirmation. Information on whether the price includes VAT, shipping costs, packaging, installation, commissioning or other services is provided in the relevant offer or order.
5.2. The only standard accepted method of payment is bank transfer to the account specified by the Seller. The Buyer will receive the payment details and due date in the order confirmation, advance invoice, invoice or other payment request.
5.3. Payment is deemed to have been made on the day the full amount is credited to the Seller’s account. The Buyer must provide the correct variable symbol or other payment identifier.
5.4. For standard orders, the Seller may require payment of the full price in advance. The commencement of production, ordering of components or reservation of manufacturing capacity may be conditional upon receipt of the payment or agreed deposit.
5.5. For larger orders, custom production, project deliveries or long-term cooperation, a deposit, staged payments or an invoice payment period may be agreed individually. Individually agreed terms shall take precedence.
5.6. If the Buyer fails to make payment within the specified period, the Seller may request payment within an additional reasonable period. If payment is not made within that additional period, the Seller may cancel the order or withdraw from the contract. This does not affect any entitlement to reimbursement of reasonably incurred costs where such entitlement arises under the law or an individual agreement.
5.7. Tax documents may be issued and delivered to the Buyer electronically.
6. Availability, Production and Delivery
6.1. Availability or delivery times stated in the e-shop may be indicative if marked as such. When accepting an order, the Seller will verify availability, manufacturing capacity and the expected delivery date.
6.2. If the goods are to be delivered more than 30 days after the conclusion of a consumer contract, the longer delivery period will be expressly agreed with the Consumer before the contract is concluded or as part of the acceptance of a revised offer.
6.3. The delivery period begins after the contract has been concluded and the conditions necessary to commence performance have been met, particularly after receipt of the required payment, approval of the technical specification and delivery of the necessary documentation by the Buyer.
6.4. If an unforeseen obstacle arises, particularly a disruption in the supply of components, a change in material availability or another circumstance beyond the Seller’s reasonable control, the Seller shall inform the Buyer without undue delay and propose a new delivery date, an alternative solution or cancellation of the affected part of the order. This does not affect the Consumer’s rights in the event of delay.
6.5. Unless otherwise agreed by the parties, an order containing multiple items will be dispatched once the entire order has been completed. At the Buyer’s request, it may be divided into multiple shipments; the Buyer shall bear the additional shipping costs if they have agreed to them in advance.
6.6. Before placing an order, the Buyer may contact the Seller by email or telephone to enquire about current availability, the expected production or delivery date, and possible individual solutions.
7. Shipping, Packaging and Acceptance
7.1. The method of shipping is determined according to the nature, dimensions, weight, value and sensitivity of the shipment. Smaller shipments are generally dispatched using a parcel delivery or courier service; bulky, fragile or atypical goods may require individual or pallet transport or personal collection.
7.2. The cost of shipping and any non-standard packaging will be stated in the shopping cart, quotation or order confirmation before the contract is concluded. If it cannot be determined automatically in advance, the Seller will agree it individually with the Buyer.
7.3. Goods are packaged with regard to their nature so that they are adequately protected during normal handling and transport. Special requirements concerning packaging, handling or transport must be communicated before the contract is concluded and may incur additional costs.
7.4. When goods are delivered to a Consumer, the risk of damage to the goods passes when the Consumer or a third party designated by the Consumer, other than the carrier, takes possession of the goods. If the Consumer selects a carrier that was not offered by the Seller, the risk passes when the goods are handed over to that carrier.
7.5. Upon receipt, the Buyer must inspect the condition of the shipment and, where possible, record any visible damage to the packaging with the carrier. Damage to the packaging does not in itself result in the loss of rights arising from defective performance. We recommend reporting any damage or incomplete shipment to the Seller without delay and attaching photographic documentation.
7.6. If the Buyer refuses to accept a shipment without a legitimate reason, the Seller may claim reimbursement of reasonably incurred costs associated with shipping, return transport, repeated dispatch and reasonable storage. This does not affect the Consumer’s right to withdraw from the contract where applicable.
8. Changes to and Cancellation of Custom Orders
8.1. After the contract has been concluded, the individual specification of custom-made goods may be changed only by agreement with the Seller. A change may affect the price, delivery date and technical properties of the product.
8.2. The Seller is not obliged to accept a change if special components have already been ordered, production has commenced or the change would not be technically or organisationally reasonable.
8.3. If the Consumer does not have a statutory right to withdraw from a contract concerning custom-made goods, the Consumer may request an agreement to cancel the order. The Seller may, but is not obliged to, grant such a request. The agreement may be conditional upon payment for work already performed, non-returnable components already ordered and other demonstrably incurred costs.
9. Consumer’s Right of Withdrawal
9.1. The Consumer may withdraw from a distance contract without giving any reason within 14 days. In the case of the purchase of goods, this period generally expires 14 days after the date on which the Consumer or a third party designated by the Consumer, other than the carrier, takes possession of the goods, the final item, the final part or the first delivery of a regular supply, depending on the nature of the order.
9.2. To meet the deadline, it is sufficient for the Consumer to send the Seller an unequivocal statement of withdrawal before the period expires. The Consumer may use the model withdrawal form included in the Annex, but this is not mandatory. The withdrawal may be sent, in particular, by email to techsupport@ayatec.eu or by post to the Seller’s registered office.
9.3. The Consumer shall send or hand the goods over to the Seller without undue delay and no later than 14 days after withdrawal. The Consumer shall bear the direct cost of returning the goods. If the goods cannot, due to their nature, be returned by standard post, information about the estimated cost of returning them will be provided to the Consumer before the contract is concluded in relation to the specific goods or offer.
9.4. The Seller shall reimburse the Consumer, without undue delay and no later than 14 days after withdrawal, for all payments received, including the cost of the least expensive standard delivery method offered. However, the Seller is not required to make the reimbursement before receiving the returned goods or before the Consumer provides evidence that the goods have been dispatched, whichever occurs first. As payments are accepted by bank transfer, reimbursement will generally be made by bank transfer to the account from which the payment was received or to another account specified by the Consumer.
9.5. The Consumer is liable only for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, properties and functionality.
9.6. The right of withdrawal does not apply in cases specified by law. Of particular relevance to the Seller’s product range is that the Consumer may not withdraw from a contract for the supply of custom-made goods manufactured according to the Consumer’s requirements or customised to the Consumer’s personal needs.
9.7. The exception under Clause 9.6 applies from the moment the contract is concluded, regardless of whether the Seller has already begun manufacturing the custom-made goods. However, it does not automatically apply to standard catalogue goods merely because they are manufactured, assembled or procured only after the order has been received.
9.8. Exclusion of the right of withdrawal for custom-made goods does not affect the Consumer’s rights arising from defects, the right to make a complaint, the right to compensation for damage or the right to withdraw on another statutory ground, such as a material breach of contract.
10. Services, Digital Content and Licences
10.1. Where the subject matter of the contract is the provision of a service and the Consumer requests that performance commence before the expiry of the fourteen-day withdrawal period, the Seller will commence performance only on the basis of the Consumer’s prior express request. If the Consumer withdraws after performance has commenced, the Consumer shall pay a proportionate amount for the performance provided up to the time of withdrawal. Once the service has been fully provided, the right of withdrawal may expire if the statutory conditions have been met and the Consumer was informed in advance.
10.2. Where the subject matter of the contract is digital content not supplied on a tangible medium, it may be made available before the expiry of the withdrawal period only with the Consumer’s express consent and after the Consumer acknowledges that this results in the loss of the right of withdrawal. The Seller shall provide the relevant confirmation in text form.
10.3. Software, firmware, documentation, licence keys and other digital content are provided within the scope of the applicable licence. The purchase of hardware or payment for a licence does not transfer copyright to the Buyer or grant the right to reproduce, make available or modify protected content beyond the scope of the licence terms and the law.
10.4. For goods with digital features, the Seller shall provide the agreed and legally required updates to the extent and for the period arising from the contract and applicable legislation. The Buyer must install updates within a reasonable period if they have been informed of their availability and of the consequences of failing to install them.
11. Rights Arising from Defective Performance and Complaints
11.1. The Seller is liable to the Consumer for ensuring that, upon receipt, the goods are free from defects, correspond to the agreed description, type, quantity, quality, functionality, compatibility and other agreed properties, and are suitable for the agreed and customary purpose to the extent required by law.
11.2. The Consumer may report a defect that becomes apparent within two years of receipt of the goods. If the defect becomes apparent within one year of receipt, the goods are presumed to have been defective upon receipt unless the nature of the goods or the defect precludes such a presumption.
11.3. Rights arising from defective performance do not apply to normal wear and tear or to defects caused by the Buyer, improper installation or intervention by a third party, use contrary to the documentation, unsuitable operating conditions, unprofessional integration or an external event, provided that the Seller is not responsible for those circumstances.
11.4. If the goods are defective, the Consumer may, in accordance with the law, request that the defect be remedied by repair or by the delivery of new defect-free goods, unless the selected method is impossible or disproportionately costly. In cases specified by law, the Consumer may request a reasonable discount or withdraw from the contract.
11.5. The custom-made nature of the goods does not exclude the right to make a complaint. However, when selecting the method of remedying the defect, consideration may be given to whether supplying new individually manufactured goods is possible and reasonable compared with repair.
11.6. A complaint may be submitted by email to techsupport@ayatec.eu, by post or, by prior arrangement, in person at the Seller’s registered office. The Consumer should provide their contact details, identification of the order and product, a description of the defect, when and how it occurs, and the requested method of resolution. Presenting the original proof of purchase is not the only possible way to prove the purchase.
11.7. If the nature of the item permits, the Buyer shall deliver it to the Seller for assessment by prior arrangement. For bulky, permanently installed or difficult-to-transport items, the method of assessment will be agreed individually so that the Consumer does not incur disproportionate inconvenience or costs.
11.8. The Seller shall issue the Consumer with confirmation of receipt of the complaint and, after its resolution, confirmation of the method and date of resolution or a written explanation of its rejection.
11.9. The Consumer’s complaint, including the removal of the defect, shall be resolved and the Consumer informed accordingly no later than 30 days after the complaint was submitted unless the parties agree on a longer period. If this period expires without resolution, the Consumer may exercise the rights provided by law.
11.10. If the complaint is justified, the Consumer is entitled to reimbursement of reasonably incurred costs associated with asserting the complaint.
11.11. A commercial guarantee of quality or durability is provided only if it is expressly stated in a guarantee statement, on the packaging, in advertising or in relation to a particular product. This does not affect statutory rights arising from defective performance.
12. Special Provisions for Business Customers
12.1. A Buyer acting as a business customer has no right to withdraw from the contract without giving a reason unless the Seller expressly grants such a right.
12.2. A business customer must, where possible, inspect the goods as soon as possible after the risk of damage has passed and report any defects without undue delay after they could have been identified through the exercise of reasonable care.
12.3. For products intended to be integrated into another device or system, the business customer is responsible for the overall design, risk assessment, professional installation, electrical protection, protective and safety components, compatibility verification and compliance of the resulting equipment with legal and technical requirements, unless it has been expressly agreed that these activities will be performed by the Seller.
12.4. Unless expressly agreed otherwise, delivery of a product does not constitute the transfer of development documentation, source code, manufacturing documentation, know-how or any other intellectual property rights belonging to the Seller.
12.5. Relations between the Seller and a Buyer acting as a business customer are governed by the laws of the Czech Republic. Unless mandatory legislation provides otherwise, the courts having jurisdiction according to the Seller’s registered office shall have jurisdiction over disputes involving a business customer.
13. Alternative Resolution of Consumer Disputes
13.1. If a dispute arising from a purchase contract or a contract for the provision of services occurs between the Seller and the Consumer and cannot be resolved by mutual agreement, the Consumer may submit an application for alternative dispute resolution to the competent authority:
Czech Trade Inspection Authority
Central Inspectorate – ADR Department
Gorazdova 1969/24, 120 00 Prague 2
email: adr@coi.gov.cz
website: https://coi.gov.cz/informace-o-adr/
13.2. Before submitting an application, we recommend that the Consumer contact the Seller at techsupport@ayatec.eu in an attempt to resolve the dispute directly.
14. Personal Data Protection
14.1. Information about the processing of personal data, the use of cookies and the rights of data subjects is provided in a separate privacy policy published on the Seller’s website.
15. Final Provisions
15.1. Legal relationships not governed by the contract and these Terms and Conditions shall be governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, and, in consumer relationships, Act No. 634/1992 Coll., on Consumer Protection. The choice of Czech law shall not deprive the Consumer of the protection afforded by the mandatory provisions of the law of the country of the Consumer’s habitual residence, where applicable.
15.2. If any provision of these Terms and Conditions is invalid or ineffective, the remaining provisions shall remain unaffected. The relevant statutory provision shall apply in place of the invalid or ineffective provision.
15.3. The Seller may amend these Terms and Conditions. The version effective at the time the contract is concluded shall apply to the relevant order unless the parties subsequently expressly agree otherwise.
15.4. These Terms and Conditions take effect on 2 September 2026.
Annex: Model Withdrawal Form
Complete and submit this form only if you are a Consumer and wish to withdraw from a contract in respect of which withdrawal is permitted by law.
To:
ayatec europe s.r.o.
Zábřežská 69/41
787 01 Šumperk
Czech Republic
email: techsupport@ayatec.eu
I hereby give notice that I withdraw from the contract for the purchase of the following goods / provision of the following service:
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Order number:
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Date ordered / date received:
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Consumer’s full name:
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Consumer’s address:
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Bank account number for reimbursement, if required:
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Date:
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Consumer’s signature (only if this form is submitted on paper):
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