Terms of service
Terms of Service
Donsøer, registered under the company S.I. groups s.r.o. at the office Generála Janouška 895/24, Černý Most, 198 00 Prague 9, Czechia, company identification number 08464774, registered in the Commercial Register maintained at the Prague Regional Court, Section C, File 318693 (hereinafter the “Seller”) for the sale of goods via an on-line store located on the website https://www.donsoer.co.uk (hereinafter the “Website”).
Art 1. General
1.1 These Terms and Conditions between the Seller and the individual or entity purchasing goods from the Website (hereinafter the “Buyer”) cover the mutual rights and obligations on the basis or in connection to the Purchase Contract which is created after the submission of an Order (defined in Art 2.4). These obligations barring the intellectual property rights in Art. 12 do not come into effect before an Order is placed.
1.2 The Terms and Conditions cover contracts between the seller and the buyer who are consumers (under the Consumers Act 2015). The Terms and Conditions do not apply where the Buyer is an entity or a person acting for the benefit of a company or in the pursuit of their profession (hereinafter the “Business”) unless expressly agreed upon by the Seller and the Buyer.
1.3 Any deviations from the Terms and Conditions can be agreed upon by the Seller and the Business. Such deviations will be presented in the Purchase Contract. This Purchase Contract, and its deviations from the Terms and Conditions, will take precedence over the Terms and Conditions.
1.4 The establishment of the Terms and Conditions remains an integral part of the Purchase Contract. The Terms and Conditions and the Purchase Contract will be in English.
1.5 The Terms and Conditions can be supplemented or changed by the Seller. Any such changes shall not affect the rights and obligations arising during the period of effect of the previous version of the Terms and Conditions (applying at the time the Buyer makes a purchase on the Website). The Buyer should check the Terms and Conditions each time it makes a purchase on the Website.
Art 2. Entering into a Purchase Contract
2.1 The entirety of the goods shown on the Website is informative and the Seller is not obliged to conclude a Purchase Contract.
2.1.1 A Purchase Contract comes into effect upon receipt of the Seller’s formal acceptance through an order confirmation email. Once confirmation is received, the Seller is ordinarily unable to amend or modify the Purchase Contract with the exception of the Seller’s post-delivery return policy.
2.2 The Website contains information about the sale of goods, including the price of the individual's goods. The listed price includes the VAT and all related charges such as packaging. Prices of the goods remain applicable as long as they are displayed on the store’s Website.
2.2.1 The Seller reserves the right to amend and modify the price. This does not affect the price of goods for the Buyer after submitting their order.
2.3 The Website also contains information about the cost of delivery. Information about delivery is only valid where the goods are delivered within the defined territory.
2.3.1 Delivery outside of the defined territories may incur extra charges dependent upon the delivery radius (see further in Art. 4).
2.4 The Buyer must fill out an order form on the Website of the store. The order form contains:
2.4.1 The ordered goods and their total price;
2.4.2 The method of payment for the chosen goods (seen further in Art. 3);
2.4.3 the method of delivery and the costs associated with the method (hereinafter the “Order”).
2.4.4 Before sending the Order to the Seller, the Buyer has the opportunity to amend the Order and then send it by clicking the check out button. The Information entered into the form by the Buyer is assumed to be correct by the Seller.
2.5 The Buyer agrees to means of electronic communication if any discrepancies in the Order arise. Any charges incurred through the use of such communication are paid by the Buyer and are not the responsibility of the Seller.
Art 3. Payment
3.1 The price of the goods and any additional costs associated with the goods can be paid only through the methods outlined on the Website. The total cost can be paid for before or directly after placing the order.
3.1.1 If bank transfer is chosen as the payment method, the Buyer has 24 hours after placing the order or the order will be cancelled.
3.2 Notwithstanding the price of the goods selected, the Buyer must also pay for any and all costs associated with delivering the goods to the selected address pursuant to Art 2.
3.3. The Seller does not require the Buyer to make a deposit or another similar payment, instead the full purchase price is payable upfront.
3.4 Any offers of discounts on the price cannot be combined by the Buyer on one order.
3.5 The price of the goods includes the VAT and packaging.
3.6 The Buyer does not have the option to pay on delivery. The Buyer shall pay the sum amount of the goods and services before the order is fulfilled and shipped.
3.7 The Seller may provide the option to pay through a buy now pay later scheme (Klarna). In such circumstances, the Seller may send the details of the Buyer to Klarna to assess the Buyer’s qualification and tailor the scheme to the Buyer. This is in line with the Seller’s Privacy Policy and Klarna’s own Privacy Policy.
Art. 4 User Account
4.1 The Buyer has the option to create a User Interface which saves their personal detail for future orders (Pursuant to the Seller’s Privacy Policy) (hereinafter the “User Account”). The Buyer also has the option to not create a User Account thereby not saving their personal details after the Purchase Contract is concluded.
4.2 The Buyer is obliged to provide correct and truthful information. The Buyer is obliged to double check the details when ordering using their User Account and update any information that is not up to date. All information will be considered to be correct by the Seller unless the Buyer indicates otherwise.
4.3 The Seller retains the right to block any User Account which is found to contain fraudulent details and reject any Order which is deemed to appear fraudulent. The Seller can also ban any User Accounts which are infringing on these Terms and Conditions knowingly or unknowingly.
4.3.1 If the Buyer demonstrates behaviour that conflicts with the applicable Czech Law, the Seller is within their rights to ban the User.
4.3.2 The Seller does not need to provide evidence for why an User has been barred from ordering beyond a cursory explanation if requested.
4.4. The User Account is secured by the User’s email and a password created by the Buyer. The Seller will not request this information from the Buyer. The Buyer is able to change the password if they choose to do so or if they have forgotten the password.
4.5 The Buyer is not entitled to allow third parties to use their User Account.
4.5.1 The Seller assumes no responsibility for any fraudulent actions that take place with the User Account if the information is shared by the Seller to any third parties.
4.6 The Buyer understands that the User Account can be unavailable during routine maintenance or system failure. The Seller acknowledges that reasonable due diligence will be applied to get User Accounts operational as soon as possible in such circumstances.
4.6.1 The Seller is not responsible if the User Account is not available in cases of force majeure.
Art 4. Shipping
4.1 Before sending the order, the Seller will choose a shipping method. Each method will have a different price but this price will be the same regardless of the size of the order.
4.1.1 The Seller retains the right to change the price of shipping if the courier service changes the price of the service.
4.2 The Seller purports to package the goods in accordance with the current packing model utilised by the Seller. The goods will be packaged in such a way as to protect the goods from possible damage within the limits of ordinary diligence.
4.2.1 The Seller retains the right to change the method of packaging and the Seller may receive two packages of one order based on weight and volume of the parcel. The Buyer may receive two packages packed in separate methods.
4.3 The Buyer bears the sole responsibility of the cost of shipping and will pay the price alongside the cost of the goods. The Buyer can view this price when selecting a shipping method.
4.3.1 The shipping costs are indicative and subject to change if the Buyer tries to change the delivery address before the order is shipped out. The Buyer cannot have the address changed once the goods have been shipped out.
4.4 The Buyer will be provided an indicative delivery time frame when checking out and again once the goods have been shipped out. This delivery time frame does not account for any delays pursuant to Art 7.
4.4.1 No responsibility for any reason can be attributed to Donsøer if the goods are not delivered in the indicated time frame. No responsibility can be attributed to Donsøer for delays in delivery attributed to system failure from the Website or from the chosen courier’s website or from force majeure.
4.4.2 In circumstances of delay in shipping from the Seller’s side, the Seller purports to communicate promptly with the Buyer via email about the new indicative delivery time frame. If this new time frame expires, the Buyer is able to request to cancel the order and receive a refund of the sum amount paid to the Seller.
Art 5. Delivery
5.1 The goods shall be delivered to the delivery address provided by the Buyer.
Art 6. Payment and Billing
6.1 The Buyer shall have the opportunity, at check out, to specify a billing address separate from the delivery address.
Art 7. Customs
7.1 The Seller assumes a Delivery Duty Paid (hereinafter the “DDP”) model for customs thereby taking responsibility for the transport of goods, including all export and import clearance, and customs duties.
7.2 The Seller is not liable for any and all delays to the estimated date of arrival of the goods created by customs clearance.
7.2.1 The Buyer must be aware that such delays may occur and it is not incumbent upon the Seller to take any actions beyond reasonable due course to clear the goods.
Art 8. Operating Hours
8.1 Automatic confirmation of the order is sent through the site. This operates as the acceptance of the order and the entering of a purchase contract pursuant to Art. 2. This service is available Monday to Sunday 00-24h. Customer service is available during the opening hours indicated on the Website and on the addresses indicated on the “Contacts” page.
8.2 The Seller is not liable for any delays occurring due to system failure or force majeure. In such circumstances, the Seller will send confirmation of the order when the system is operational.
8.2.1 The Seller is not responsible for non compliance with opening hours and the process of fulfilling the order will not begin until the confirmation email is sent to the Buyer.
8.3 The Buyer is informed of any changes to the opening hours such as holidays on the Website.
Art 9. Exclusion of Seller Responsibility
9.1 At the time of delivery, the Buyer is responsible for checking that they are collecting the right parcel from the courier. The Seller is not responsible if the Buyer, from their own negligence, receives the wrong parcel. The Buyer is also responsible for ensuring that the parcel has not been tampered with by checking that the sticker with the Donsøer logo is intact.
9.1.1 If tampering has taken place, the Buyer shall immediately, or at the very latest in the 14 day window, inform the Seller through the Returns’ Portal about the tampering/ receipt of wrongful package under threat of forfeiture of their Order. Such warranties do not fall within the extended return window outlined in Art.10.
9.2 Pursuant to Art. 4,5 and 7, the Seller is not responsible for any delays in delivery or non delivery once the Order has left the Seller’s fulfillment centre, located at Donsøer’s registration address.
9.3 The Buyer acknowledges that the product must be stored, used and washed per the instructions provided by the Seller. If deviation from the advice provided occurs resulting in damage, the Buyer is not liable. Donsøer is not responsible for the damage, deterioration or altercation of the product after its delivery to the Buyer or a third person designated by the Buyer.
9.4 The Seller assumes no responsibility for any interpretation of the marketing beyond what was intended by the Seller. The Buyer understands that the marketing may contain hyperbole’s that are intended for explaining the benefits of the product and should not be understood literally.
9.5 Donsøer only provides legal products. The Buyer assumes no responsibility for how the products exhibited on the Website are used after their purchase.
9.6 The Seller is not responsible to the Buyer for disservices or malfunctions connected to the use of the internet beyond the Buyer’s Website.
9.6.1 The Seller also assumes no responsibility for any fraudulent or illegal use that may be made by third parties of credit cards and other payment means, as it does not come into contact with the Seller’s Privacy Policy.
9.7 In no circumstances is the Seller responsible for a sum greater than the total paid by the Buyer in the Purchase Contract.
Art 10. Return Policy
10.1 The return of the goods takes place at the care and responsibility of the Buyer. In any case, the cost of returning the goods is at the expense of the Seller.
10.2 The Return form, which can be found on the Return’s Portal, details the entire process of returning the goods. If the request is accepted, the Buyer shall receive a return label and instructions on how to send the parcel back.
10.2 The Buyer shall interact with the goods the same way they would in an in-person store. Any further tampering with the goods will result in the Buyer not receiving the full amount. The product must be unworn and/ or unused.
10.3 The Parcel must be returned to the Seller in the same way that it was delivered. This includes the original packaging, any and all gifts, and the original labels.
10.3.1 If the goods are not returned in the standards outlined in these Terms and Conditions, the Seller retains the right to not refund the total amount. This is subject to the cost of restoring the goods to their original conditions.
10.4 The price of the goods will not be refunded until the Seller receives the goods and examines their conditions. The Seller shall return the goods to the original payment method. This process can take up to 10 working days from the receipt of the goods to the Seller.
10.4.1 The bank may take an extra couple of business days to process the refund. If the money is not received by the Buyer in that time frame, they can contact the Seller through the Return’s Portal.
10.4.2 The Seller retains the right to provide a gift voucher in the same value of the refund if the return takes place in the 15 to 30 days extended return window.
Art 11. Withdrawal by Buyer
11.1 Subject to the exceptions provided by the Law and these Terms and Conditions, in accordance with Consumer Contracts Regulation 2013, the Buyer has the right to withdraw from the Purchase Contract without indicating the reason within 14 days of delivery to the Buyer or a third party, other than the courier, designated by them.
11.2 In case of the same Order being delivered in multiple parcels, the arrival of the final parcel to the Buyer or to a third person collection is when the terms for a 14 days withdrawal from the Purchase Contract will begin.
11.3 The term for withdrawing from the Purchase Contract is respected if the form, which is located on the Return’s Portal, is filled out before the expiration of the 14 days.
11.3.1 The form must explicitly state that the Buyer is expressing their “right to withdrawal from the purchase contract”. If this is not expressly noted in the returns form, the request will go through the system as a regular request and will be subject to the Seller’s internal return policy pursuant to Art. 10.
11.4 A final invoice will be sent upon receiving the goods which will detail the price of goods, the VAT, shipping and customs (following the Purchase Contract detailed in Art. 2). If the Buyer exercises their right to withdraw from the Purchase Contract, the cost of customs and shipping will not be refunded per these Terms and Conditions.
11.5 The handling of the product is pursuant to the Seller’s standard return policy in Art.10. If the product is found to have been used or any damage is found, the Seller retains the right to not refund the price of the goods.
11.6. The process of returning the goods will be following the same process of the return policy in Art. 10.
Art 12. Intellectual Property
12.1 The domain name of the Website is the property of the Seller. All of the elements of the Website are the intellectual property of the Seller or the respective copyright holder of that element.
12.1.1 The elements (photography, text, design etc.) as well as these legal documents are the intellectual property of the Seller and thus constitute protection by the Law on Copyright. Any total or partial reproduction, modification or use of the elements present on the Website for any purpose is strictly prohibited.
12.2 The placing of an Order, the entering into a Purchase Contract or the usage of the Website does not give the Buyer or any user of the Website the right to reproduce, modify or use the elements presented on the Website. All elements present on the Website remain the exclusive property of Donsøer or recognised third party copyright holders.
Art 13. Third Party Sites
13.1 The site may contain links to third party sites and the Seller does not exercise any control over these sites. The seller is not responsible for any actions that take place between the Buyer and any third party sites.
13.1.1 The Seller is also not responsible for the content of or shown on these third party sites. The Terms and Conditions of these third party sites are applicable once the Buyer has left the Seller’s Website.
13.2 Some of the links on the Website may reroute to a third party site whose service is being utilised by the Seller. In such circumstances, the general terms of usage and enjoyment of those services will be utilised, with respect to which the Seller assumes no responsibility.
Art 14. Complaints and Customer Service
14.1 For any purpose related to these Terms and Conditions including, but not limited, to the Buyer’s needs, requests and controversies, and for reasons related to the Order and Purchase Contract including, but not limited to, amendments and requests, the Buyer is entitled to present questions, request assistance and submit complaints at the addresses and times indicated on the Contacts page.
14.1.1 If the Order is defective or incomplete, the Buyer shall send an email to support@donsoer.com with the order number and an image of the defect attached to it. This email must be sent within 72 hours of receiving the goods by the Buyer or a third person that is designated by the Buyer.
14.2 The Seller purports to respond to the Seller’s request within 2 working days.
Art 15. Applicable Law and Competent Forum
15.1 Without prejudice to any mandatory rules applicable to the protection of the Buyer, the relationship arising from the Purchase Contract is regulated by Czech Substantive and Procedural law. The relevant issues are also devolved to a competent judicial authority in Czechia.
15.1.1 Each party wholly and unequivocally submits to the jurisdiction of Czechia and waives any right to object proceedings taking place in these courts.
15.2 If any Article in these Terms and Conditions is found to be invalid or ineffective, it shall be interpreted as closely to the original meaning as possible of the invalid Article.
15.2.1 The invalidity or ineffectiveness of one Article shall not render the rest of the Terms and Conditions invalid or ineffective.
15.3 Notwithstanding any explicit mention of responsibility in other Articles, nothing in these Terms and Conditions shall confer any right to enforce any of these provisions on any persons who are not party to it.
15.4 These Terms and Conditions are valid and effective from 01/01/2026 and replace any and all previous versions.