Sale terms and conditions

GENERAL TERMS AND CONDITIONS OF THE BIOAURA.EU E-SHOP

Valid and effective from: 1 August 2026

Operator and Seller:

Aura Operations s.r.o.

Biskupcova 1653/27, Žižkov

130 00 Prague 3

Czech Republic

Company ID: 24508063

VAT ID: CZ24508063

Registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 442445

E-mail: info@bioaura.cz

Telephone: +420 722 922 003

Website: www.bioaura.eu

These General Terms and Conditions of Aura Operations s.r.o., with its registered office at Biskupcova 1653/27, Žižkov, 130 00 Prague 3, Czech Republic, Company ID 24508063, VAT ID CZ24508063 (the “Seller”), govern the mutual rights and obligations of the Seller and the Customer arising in connection with purchases made through the online store www.bioaura.eu.

1. Basic Provisions

These Terms and Conditions form an integral part of each purchase contract concluded between the Seller and the Customer through the online store www.bioaura.eu.

The Customer may be a consumer or an entrepreneur. A consumer is a natural person who acts outside the scope of their business activity or independent professional activity. An entrepreneur is a person who enters into the contract in connection with their business activity or independent professional activity.

Provisions concerning consumer rights apply only to Customers acting as consumers.

Goods are dispatched from a distribution warehouse located in the Czech Republic.

2. Product and Price Information

Information about the goods, including their main characteristics, price, availability, quantity or volume and, where relevant, method of use and storage, is provided for each product in the online store.

Prices are shown inclusive of VAT where VAT is applicable. Shipping and any other additional costs are not included in the price of the goods unless expressly stated otherwise and are displayed before the Customer submits the order.

The Seller primarily offers cosmetic products, personal care products, personal hygiene products, food supplements and related goods. Certain products are subject to health-protection and hygiene restrictions on withdrawal and return as set out in Article 6 below.

For business or wholesale Customers registered for VAT in another Member State of the European Union, the reverse-charge mechanism may be applied where all statutory conditions are met.

The Seller may refuse or cancel an order for objective reasons, in particular in the event of an obvious pricing or product-description error, a technical system error, product unavailability, suspected fraud or misuse, legal restrictions on sale or delivery, or incomplete or clearly incorrect Customer details. If the order has already been paid, the Seller will refund the amount received without undue delay.

3. Orders and Conclusion of the Purchase Contract

Orders may be placed through the online order form or, where accepted by the Seller, by e-mail. Telephone orders are not accepted.

Before submitting the order, the Customer may check and correct the entered data, including the selected goods, quantities, delivery address, billing details, delivery method and payment method.

By submitting the order, the Customer makes a binding offer to conclude a purchase contract and confirms that they have read and accepted these Terms and Conditions.

An automatically generated message confirming receipt of the order is only an acknowledgement that the order has been received. The purchase contract is concluded when the Seller sends an express order acceptance or dispatch confirmation, unless the checkout process or confirmation expressly states otherwise.

The Seller may request information reasonably necessary to verify or fulfil the order. If the Customer fails to provide the necessary cooperation, the Seller may cancel the order.

4. Payment Terms

The Customer may use the payment methods offered in the online store for the relevant order. The currently available payment methods are displayed during checkout.

In the case of payment by bank transfer, the Customer must use the correct order reference, currency and payment details. Incorrect or incomplete payment information, payment in a different currency or a non-standard international transfer may delay payment matching and order processing.

Reasonable bank fees, exchange-rate differences or other costs caused by incorrect payment instructions or a non-standard transfer are borne by the Customer.

The Seller is not obliged to dispatch the order until the full purchase price, including shipping costs, has been paid, unless cash on delivery or another deferred-payment method has been agreed.

Ownership of the goods passes to the Customer only after the purchase price has been paid in full. The risk of accidental loss or damage passes to a consumer when the consumer or a third party designated by the consumer, other than the carrier, takes possession of the goods.

5. Delivery Terms

Delivery methods, estimated delivery times and prices are displayed before the order is submitted.

The Seller delivers to the address provided by the Customer. The Customer is responsible for providing a complete and correct delivery address, billing details, e-mail address and telephone number.

If delivery fails because of incorrect or incomplete information, failure to collect the shipment, unjustified refusal to accept it or other lack of cooperation by the Customer, the Seller may require reimbursement of the reasonable and demonstrable costs of returning and, where requested, resending the shipment. Failure to collect a shipment does not by itself constitute withdrawal from the contract.

The Customer should inspect the external condition of the shipment on receipt. If the packaging is visibly damaged, the Customer is advised to refuse the shipment or ask the carrier to record the damage.

Transport damage should be reported to the Seller as soon as reasonably possible, preferably within two business days, and supported by photographs of the parcel, internal packaging, shipping label and damaged goods. This recommendation does not limit or extinguish the consumer’s statutory rights arising from defects.

Shipments sent to the Seller on a cash-on-delivery basis or to a collection point without prior agreement will not be accepted.

6. Consumer Withdrawal from the Contract

A Customer acting as a consumer may withdraw from a distance purchase contract without giving a reason within 14 days. For goods, the period generally begins on the day on which the consumer or a third party designated by the consumer, other than the carrier, receives the goods. Where several goods from one order are delivered separately, the period begins on receipt of the last item; where goods are delivered in several lots or pieces, it begins on receipt of the last lot or piece.

The withdrawal must be communicated to the Seller by an unequivocal statement, for example by e-mail to info@bioaura.cz. The consumer may use the model withdrawal form available on the website, but its use is not mandatory.

The consumer must send or hand the goods back without undue delay and no later than 14 days after notifying the Seller of the withdrawal. The consumer bears the direct cost of returning the goods unless the Seller has expressly agreed otherwise.

The consumer is liable only for any diminished value of goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. Original outer packaging is recommended but is not, by itself, a condition for exercising the right of withdrawal, except where it constitutes the sealed health-protection or hygiene packaging described below.

The right of withdrawal does not apply to goods supplied in sealed packaging that are not suitable for return for health-protection or hygiene reasons after the consumer has broken the seal. This applies in particular to cosmetics, skincare, make-up, haircare, oral-care products, personal hygiene products, applicators, food supplements and similar goods where a protective foil, membrane, shrink wrap, tamper-evident sticker, security ring or other hygienic seal has been broken, removed or otherwise impaired after delivery.

For the purposes of the preceding paragraph, opening an ordinary shipping box or an unsealed decorative carton alone does not remove the right of withdrawal. The exclusion applies where the protective or hygienic seal of the product itself has been broken and the product is no longer suitable for hygienic resale.

A product that has been used, tested, applied, contaminated or opened by breaking its protective hygienic seal cannot be returned under the 14-day withdrawal right. This does not affect the Customer’s right to make a complaint if the product is defective or does not conform to the contract.

If the consumer validly withdraws, the Seller will refund all payments received for the returned goods, including the cost of the least expensive standard delivery method offered by the Seller, no later than 14 days after receiving the withdrawal notice. If the consumer selected a more expensive delivery method, the additional cost is not refunded.

The refund will be made using the same payment method used for the original transaction unless the consumer expressly agrees otherwise and incurs no additional cost. The Seller may withhold the refund until the goods have been received or until the consumer provides proof that they have sent them back, whichever occurs first.

Where goods are returned despite the withdrawal exclusion for broken hygiene seals, the Seller may refuse to treat the return as a valid withdrawal and may arrange return of the goods to the Customer at the Customer’s reasonable cost.

7. Complaints and Liability for Defects

The Seller is liable to the consumer for ensuring that the goods conform to the purchase contract on receipt, including in particular that they correspond to the agreed description, type, quantity and quality and have the agreed and reasonably expected characteristics.

A consumer may exercise statutory rights arising from a defect that becomes apparent within two years of receipt of the goods, subject to the conditions and exceptions laid down by applicable law.

Complaints may be submitted by e-mail to info@bioaura.cz or at the Seller’s registered office. The Customer should state the order number, identify the product, describe the alleged defect and the requested remedy, and provide photographs or other evidence where reasonably necessary to assess the complaint.

The Seller will issue written confirmation of the complaint containing the date of submission, the content of the complaint, the requested method of resolution and the Customer’s contact details, and will subsequently provide written confirmation of the date and method of resolution or the reasons for rejecting the complaint.

A consumer complaint, including removal of the defect, will be resolved and the consumer informed without undue delay and no later than 30 days after it is submitted, unless the Seller and the consumer agree on a longer period.

The Customer’s remedies are governed by applicable law. Depending on the circumstances, the consumer may be entitled primarily to repair or replacement and, where the statutory conditions are met, to a reasonable price reduction or withdrawal from the contract.

Normal wear and tear, damage caused by improper storage, handling or use contrary to instructions, contamination after opening, or deterioration caused by failure to observe storage conditions is not a defect for which the Seller is liable.

An individual intolerance, sensitivity or allergic reaction to a cosmetic product is not, by itself, proof that the product is defective. This does not exclude a complaint where the product is contaminated, incorrectly labelled, differs from the declared composition or characteristics, or otherwise fails to conform to the purchase contract.

The hygiene-related exclusion from the 14-day withdrawal right does not restrict statutory rights arising from defective goods. Where assessment of a complaint reasonably requires inspection of an opened product, the Customer must follow the Seller’s instructions for safe packaging and return.

8. Cosmetics, Food Supplements and Hygiene-Sensitive Goods

The Customer acknowledges that cosmetics, personal care products, personal hygiene products, oral-care products, food supplements and similar goods are sensitive to hygiene, contamination, storage conditions and further resale.

Before breaking a protective seal or using a product, the Customer should check that the correct item has been delivered, that the packaging is intact and that there is no visible leakage, damage or discrepancy.

Products must be stored and used in accordance with the information on the packaging, the product description and the manufacturer’s instructions, including any expiry or minimum-durability date, period after opening, temperature limits, light protection and other warnings.

The Seller is not liable for deterioration caused after delivery by improper storage, unsuitable environmental conditions, contamination after opening, mixing with other products, use contrary to instructions or use after the stated expiry or recommended period after opening.

Product descriptions and general cosmetic advice on the website are not medical advice and do not replace consultation with a qualified healthcare professional where such consultation is appropriate.

9. Business and Wholesale Customers

Customers purchasing in the course of business or as wholesale Customers do not have the statutory consumer right to withdraw within 14 days unless expressly agreed otherwise in writing.

A business Customer must inspect the delivered goods as soon as reasonably possible and notify the Seller without undue delay of visible defects, quantity discrepancies or transport damage, without prejudice to any mandatory rights that cannot be excluded.

The Seller may agree individual payment, delivery, minimum-order, complaint or other commercial terms with business and wholesale Customers.

10. Out-of-Court Consumer Dispute Resolution

If a consumer dispute cannot be resolved directly with the Seller, the consumer may apply for out-of-court dispute resolution to the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 567/15, 120 00 Prague 2, Czech Republic, website www.coi.cz, unless another specialised authority has jurisdiction.

The former European Union Online Dispute Resolution (ODR) platform has been discontinued and is no longer available.

11. Personal Data Protection

Personal data is processed in accordance with applicable data-protection law, in particular for order processing, payment, delivery, accounting, complaint handling, compliance with legal obligations and protection of the Seller’s legitimate rights.

Detailed information about personal-data processing is provided in the Privacy Policy available on the online store’s website.

12. Final Provisions

These Terms and Conditions and the purchase contract are governed by the laws of the Czech Republic. This choice of law does not deprive a consumer of the protection afforded by mandatory provisions of the law of the country in which the consumer has their habitual residence, where those provisions apply.

The Seller may amend these Terms and Conditions. The version effective at the time the purchase contract is concluded applies to that contract.

If any provision is invalid or unenforceable, the validity and enforceability of the remaining provisions are not affected.

These Terms and Conditions are effective from the date stated above.

On behalf of Aura Operations s.r.o.
Klára Netíková
Managing Director