General Terms and Conditions for Consumers (EN)

Version: 2026-07-18

The Czech version of this document is decisive. Translations into other languages are for information only.

hereinafter the "GTC"

1. Parties

Identification of the seller:

Business name: HOOKAH GARAGE s.r.o.
Registered office: Dobrovského 874/29, 702 00 Ostrava, Czech Republic
Reg. No. (IČO): 08997608
VAT No. (DIČ / VAT ID): CZ08997608
Entry in the Commercial Register: Regional Court in Ostrava, Section C, File 81580
Contact e-mail: office@titaniumcarcare.eu
Telephone: +420 722 060 961
Address for delivery of complaints and receipt of correspondence: Dobrovského 874/29, 702 00 Ostrava, Czech Republic

2. Basic terms

Consumer: a natural person who concludes a purchase contract outside the scope of their business activity or independent exercise of their profession.
E-shop: the web interface operated by the seller through which it is possible to order goods.
Goods: car care products, car perfumes and the supplementary range offered in the e-shop. Some products (in particular car perfumes, aerosol products) have a limited shelf life indicated on the packaging. Rights from defective performance apply to defects that appear in the goods within two years of receipt. If, however, a period during which the goods can be used (minimum durability/use-by date) is stated on the goods, their packaging, in the instructions attached to the goods or in advertising, the seller is liable for the goods being fit for the usual purpose during this period (§ 2165(1) and § 2113 of Act No. 89/2012 Coll., the Civil Code (hereinafter the "CC")).
Use, storage and safety of goods: Given the nature of the range (chemical mixtures, car care products, aerosols), the consumer is obliged, when handling, storing, applying and disposing of the goods, to strictly follow the instructions, manuals, safety data sheets and warning symbols indicated on the goods' packaging or in the accompanying documentation from the manufacturer. All car care products and chemical products must be stored in a safe place and strictly out of the reach of children.

If injury to health or damage to property occurs (e.g. damage to paintwork, interior or other parts of the vehicle) as a result of incorrect, inappropriate or unprofessional use of the goods, their application contrary to the manufacturer's instructions, failure to observe safety principles or as a result of inappropriate storage of the goods by the consumer, the consumer is liable for the damage thus incurred, as it arose due to circumstances attributable solely to them (§ 2918 CC). If the consumer, through their inappropriate handling, causes a defect in the goods themselves, they are not entitled to rights from defective performance (§ 2167(1) CC).

3. Subject and scope of validity

These general terms and conditions (hereinafter the "GTC") govern the rights and obligations of the contracting parties when concluding distance purchase contracts (via the e-shop) between the seller and consumers. The GTC apply to purchases made by consumers from the Czech Republic, the Slovak Republic, Poland and Hungary.

These GTC are drawn up in accordance with Act No. 89/2012 Coll., the Civil Code, Act No. 634/1992 Coll., on consumer protection, and with Directive 2011/83/EU on consumer rights.

4. Conclusion of the purchase contract

The presentation of goods in the e-shop is an informative offer; the seller is not obliged to conclude a contract regarding these goods.

The consumer creates an order by selecting goods, entering delivery and payment details and submitting the order form. By submitting the order, the consumer confirms that they have read and agree to these GTC. All communication related to the conclusion and performance of the purchase contract, in particular order confirmation, information about the order status, tax documents, notification of complaint settlement and other documents or communications, may be delivered to the consumer electronically to the e-mail address stated in the order.

The purchase contract is concluded at the moment the seller confirms receipt of the order by e-mail to the consumer's address, whereby this confirmation must clearly show the express acceptance of the proposal to conclude the contract. Automatic confirmation of mere receipt (registration) of the order in the seller's system is not considered conclusion of the purchase contract. The seller reserves the right not to accept an order, in particular in the event of stock being sold out or an obvious error in the price. If the price of goods stated in the e-shop contains an obvious technical or human error (a price that clearly does not correspond to the usual market value of the goods), the seller is entitled not to confirm the order, as the genuine intent of the parties is absent. In such a case the seller will, without undue delay, contact the consumer to notify them of this error and cancel the order, or submit an offer with a corrected price. After the conclusion of the contract, the seller will send the consumer a summary order confirmation in text form (e-mail), which contains a list of the ordered goods, the total price, the method of payment and delivery, and information about the right to withdraw from the contract.

5. Prices, VAT and fees

Prices of goods are displayed in the currency chosen by the consumer or automatically determined according to the country of delivery: CZK (Czech Republic), EUR (Slovakia and other EU countries), PLN (Poland), HUF (Hungary). The consumer may change the currency in the cart before submitting the order. For consumers, prices are stated including VAT. The amount of VAT is governed by the applicable regulations of the country of delivery of the shipment (the OSS system under Council Directive (EU) 2017/2455 and 2019/1995, effective from 1 July 2021).

Delivery costs according to the applicable delivery price list in the e-shop are added to the price of the goods. The amount of delivery is always communicated before the order is submitted. A minimum order value for free delivery may be set; the current conditions are displayed in the e-shop.

When providing discounts on goods, the seller, in addition to the discount, also states information about the lowest price of the goods at which it offered and sold them in the 30 days before the discount was provided. If the goods have been on offer for a period shorter than 30 days, the lowest price from the start of sale is stated. These rules are governed by § 12a of the Consumer Protection Act.

6. Payment terms

The consumer may pay the purchase price in the following ways (availability of methods depends on the e-shop settings and destination):

Online payment via the ComGate payment gateway (payment card, instant bank transfer and other methods subject to availability)
BLIK (for customers from Poland, via the ComGate payment gateway)
Cash or card upon personal collection

Payment is made in the chosen cart currency (CZK, EUR, PLN or HUF). The tax document (invoice) is issued in the same currency as the payment. Product prices are set as fixed amounts separately for each currency and are not automatically converted by any exchange rate; they remain in effect until the seller changes them. Shipping costs are maintained in EUR and converted into the order currency using the daily CNB exchange rate valid on the date of the order. The shipping exchange rate used is fixed at the moment the order is submitted, is stated on the tax document (invoice) and is archived for the purposes of any tax inspection.

The seller will issue a confirmation of payment (tax document) and deliver it by e-mail. The goods are dispatched after the payment is credited to the seller's account, unless otherwise agreed.

7. Delivery of goods

The method and conditions of delivery are described in detail in Annex No. 3 to these GTC (Delivery and Payment Terms). Information about current delivery times and shipping prices is provided by the e-shop during ordering.

For the purpose of delivering the order, the consumer's name, delivery address and telephone number are passed to the chosen carrier (e.g. Geis CZ s.r.o., Zásilkovna s.r.o./Packeta). The transfer of this data is necessary for the performance of the contract within the meaning of Art. 6(1)(b) of Regulation (EU) 2016/679, the General Data Protection Regulation (GDPR); the consumer's consent is not required.

The risk of damage to the goods passes to the consumer at the moment the consumer or a third party designated by them takes over the goods from the carrier. If the consumer fails to take over the goods within the agreed time, although the seller enabled them to handle the goods at the place of delivery, the risk of damage to the goods passes to the consumer at the moment the consumer breached the purchase contract by failing to take over the goods (under § 2121(2) CC).

8. Right to withdraw from the contract

The consumer has the right to withdraw from a distance purchase contract within 14 days of receipt of the goods, without giving a reason and without penalty. Details about the method of withdrawal, the withdrawal form and information about exceptions are contained in Annex No. 1 to the GTC: Instructions on the right to withdraw from the contract.

The seller will return to the consumer all payments received from them (including delivery costs) within 14 days of receiving the notice of withdrawal, but no earlier than after the goods are returned or proof of their dispatch is provided.

9. Rights from defective performance and complaints procedure

The rights and obligations of the contracting parties regarding rights from defective performance are governed by the relevant generally binding legal regulations (in particular § 2161 to § 2174b CC and the Consumer Protection Act). The seller is liable to the consumer for the goods being free of defects upon receipt (§ 2161 CC). The consumer is entitled to exercise the right from a defect that appears in the goods within two years of receipt (§ 2165(1) CC). If a defect appears within one year of receipt, the goods are deemed to have been defective already upon receipt, unless the nature of the item or the defect precludes this (§ 2161(5) CC).

The consumer has the right to file a complaint at the seller's contact address or e-mail address. The complaint, including the removal of the defect, will be settled and the consumer informed of this no later than within 30 days from the day the complaint was filed, unless the seller and consumer agree on a longer period (§ 19(3) of the Consumer Protection Act). The futile expiry of this period is considered a material breach of contract, and the consumer has the right to withdraw from the contract or demand a reasonable discount.

10. Out-of-court dispute resolution

In the event of a dispute between the consumer and the seller that cannot be resolved by mutual agreement, the consumer may submit a proposal for out-of-court dispute resolution to the Czech Trade Inspection Authority (ČOI), Central Inspectorate – ADR Department, Gorazdova 1969/24, 120 00 Prague 2; e-mail: adr@coi.cz; web: www.adr.coi.cz.

The use of out-of-court dispute resolution is voluntary; the seller is obliged to cooperate with the relevant ADR entity.

11. Supervision and control authorities

Supervision over compliance with the obligations laid down by Act No. 634/1992 Coll., on consumer protection, is exercised by the Czech Trade Inspection Authority (ČOI). Supervision in the area of personal data protection is exercised by the Office for Personal Data Protection (ÚOOÚ), www.uoou.cz.

12. Protection of personal data

The processing of the consumer's personal data is governed by the document Privacy Policy (GDPR) and Cookie Policy (CZ). The consumer acknowledges that the provision of personal data to the extent necessary for processing the order is a condition for the performance of the contract.

13. Governing law

Legal relations arising on the basis of the purchase contract and these GTC are governed by the law of the Czech Republic. By choosing Czech law, the consumer is not deprived of the protection afforded by the mandatory provisions of the law of the state of their habitual residence to the extent required by directly applicable European Union regulations.

14. Final provisions

The seller is entitled to reasonably amend these GTC. For a specific purchase contract, the decisive wording of the GTC is the one in effect at the moment the order is submitted by the consumer. The consumer will be informed of changes to the GTC in the e-shop sufficiently in advance.

The invalidity or unenforceability of an individual provision of these GTC does not affect the validity of the other provisions.

These GTC are available in the e-shop and the consumer has the opportunity to read, save and print them before concluding the contract.

These GTC take effect on 14 June 2026.

Annex No. 1 — Instructions on the right to withdraw from the contract (EN)

1. Right to withdraw from the contract

The consumer has the right to withdraw from a distance purchase contract (via the e-shop) without giving a reason within 14 days of receipt of the goods.

The 14-day period begins to run:

for an order of a single item of goods: on the day the consumer or a third party designated by them (other than the carrier) takes over the goods;
for an order of several types of goods or goods delivered in several parts: on the day of receipt of the last delivery or part of the goods.

2. How to exercise withdrawal

The consumer may notify withdrawal by any unequivocal statement (letter, e-mail), or use the model form set out in Annex No. 2.

Deliver the notice of withdrawal to:

E-mail: office@titaniumcarcare.eu
Postal address: HOOKAH GARAGE s.r.o., Dobrovského 874/29, 702 00 Ostrava, Czech Republic

To meet the deadline, it is sufficient to send the withdrawal before its expiry.

3. Consequences of withdrawal

Return of goods

After sending the withdrawal, the consumer is obliged to send or hand over the goods to the seller without undue delay, no later than within 14 days of sending the withdrawal, to the address: HOOKAH GARAGE s.r.o., Dobrovského 874/29, 702 00 Ostrava, Czech Republic (or to another address notified by the seller).

The costs of returning the goods are borne by the consumer, unless the seller stipulates otherwise in the e-shop.

Refund of payment

The seller will return to the consumer all payments received (i.e. the cost of the cheapest standard delivery; if the consumer ordered a more expensive delivery method, only the standard price is refunded), within 14 days of receipt of the notice of withdrawal.

The seller will refund the payment in the same way as the consumer paid it, unless the parties agree otherwise. The seller is entitled to defer the refund until the consumer hands over the goods or proves that they have dispatched the goods.

Reduction in the value of the goods

If the consumer handled the goods in a manner that exceeds what is necessary to acquaint themselves with the goods (i.e. in the way it would have happened in a brick-and-mortar shop), they are liable to the seller for the reduction in the value of the goods. The seller is entitled to unilaterally set off the damage incurred.

4. Exceptions to the right of withdrawal

The right to withdraw from the contract cannot be exercised, among others, in the case of:

goods made according to the consumer's requirements or adapted to their personal needs (custom-made goods);
goods subject to rapid deterioration and goods that, after delivery, have been irretrievably mixed with other goods;
goods in a sealed package that the consumer unpacked after receipt or otherwise broke their seal, if such goods, for reasons of health protection, hygiene or safety, are not suitable for return after opening. For selected car care products, chemical mixtures, aerosols and similar products supplied in sealed packaging, breaking the seal may disrupt their properties, safety or usability, and therefore it is not possible to withdraw from the contract after opening, where the nature of the specific product justifies this;
newspapers, magazines or other periodicals;
digital content not delivered on a tangible medium, if performance began with the consumer's prior express consent before the expiry of the withdrawal period.

Annex No. 2 — Model form for withdrawal from the contract

(Complete and send this form only if you wish to withdraw from the contract.)

To: HOOKAH GARAGE s.r.o., Dobrovského 874/29, 702 00 Ostrava, Czech Republic; e-mail: office@titaniumcarcare.eu

I/we () hereby give notice that I/we () withdraw from the contract for the purchase of these goods ()/for the provision of these services ():

Date of order () / date of receipt (): ____
Order number: ____
Name and surname of the consumer(s): ____
Address of the consumer(s): ____
Signature of the consumer(s) (only if this form is sent on paper): ____
Date: ____

(*) Delete or complete as appropriate.

Annex No. 3 — Delivery and Payment Terms

1. Carriers and delivery methods

HOOKAH GARAGE s.r.o. uses the following methods when delivering orders:

Delivery method	Shipment type
Geis Parcel	Parcel (up to 31.5 kg)
Packeta – home delivery	Parcel (up to 10 kg)
Packeta – pick-up point / Z-Box	Parcel (up to 10 kg)
GLS Parcel	Parcel (up to 31.5 kg)
GLS ParcelShop	Parcel (up to 20 kg)

2. Delivery areas

The seller delivers to the following countries:

Czech Republic (CZ)
Slovak Republic (SK)
Poland (PL)
Hungary (HU)

It is currently not possible to order to other destinations without prior individual agreement with the seller.

3. Indicative delivery times

The times are indicative and may be affected by the carrier's workload or extraordinary circumstances. The seller usually dispatches orders within 2 working days of order confirmation (or of payment being credited for advance payment). For buyers who are consumers, the seller undertakes to deliver the goods no later than within 30 days of concluding the purchase contract, unless expressly agreed otherwise.

Destination	Geis Parcel	Packeta	GLS
Czech Republic	1–2 working days	1–3 working days	1–2 working days
Slovakia	2–3 working days	2–4 working days	2–3 working days
Poland	3–5 working days	3–5 working days	3–5 working days
Hungary	3–5 working days	3–6 working days	4–6 working days

4. Shipping prices

Current shipping prices are displayed in the e-shop when selecting the delivery method. Prices are expressed in CZK and include VAT. The seller reserves the right to adjust shipping prices according to the carriers' current price lists; for a specific order, the decisive price is the one stated in the order confirmation.

Free delivery may be provided above a specified order value; the current conditions are displayed in the e-shop.

5. Packaging of goods

The goods are packed at minimum in standard protective packaging ensuring safe transport. Consumers are entitled, upon taking over the shipment, to check whether the packaging is damaged; it is recommended to record visible damage immediately in the presence of the driver.

6. Passing of the risk of damage

7. Obligations upon receipt and procedure in case of shipment damage

It is recommended, upon taking over the shipment, to check whether the packaging is damaged and to record any visible damage immediately in the presence of the driver and take photographic documentation for easier complaint handling. It is also recommended to keep the damaged goods in their original packaging until the complaint with the carrier is resolved. However, any failure to make this check and to notify the carrier of the damage in time does not in any way limit the consumer's statutory rights to exercise their rights from defective performance with the seller.

8. Online payments – ComGate

Online payments are provided for us by the ComGate payment gateway. The service provider, Comgate a.s., is a licensed Payment Institution operating under the supervision of the Czech National Bank. Payments made through the payment gateway are fully secured and all information is encrypted. Further information: www.comgate.eu.

Available payment methods

Card payment – VISA, Mastercard. Payment is made directly on the secure page of the ComGate payment gateway; the seller never sees the card number.

Payment via a bank payment button – an instant online transfer from your banking (supported banks are displayed by the gateway during payment).

ComGate contact for payment queries

Comgate a.s.

Gočárova třída 1754/48b, Hradec Králové

E-mail: podpora@comgate.cz

Tel: +420 228 224 267

9. Contact for delivery queries

E-mail: office@titaniumcarcare.eu

Telephone: +420 722 060 961