Terms of service

These Terms of Service (the “Terms”) of Čočkýna s.r.o., with its registered office at Tělocvičná 2060/26, Jižní Předměstí, 301 00 Plzeň, Czech Republic, Company ID (IČO): 17402344, VAT ID (DIČ): CZ17402344, registered in the Commercial Register kept by the Regional Court in Plzeň under File No. C 42557, e-mail info@cruppa.com, phone +420 733 799 000 (“we”, “us” or the “Seller”), govern the mutual rights and obligations between us and you as a buyer arising from or in connection with a purchase contract (the “Contract”) concluded through the CRUPPA online store at cruppa.com and its regional domains (the “E-shop”).

1. General provisions

1.1. These Terms form an integral part of the Contract. Any specific arrangements agreed during the checkout process take precedence over these Terms.

1.2. A “consumer” is a natural person who concludes the Contract outside the scope of their business or profession. Provisions of these Terms granting rights to consumers (in particular the right of withdrawal in Section 6) do not apply to purchases made in the course of business (see Section 9).

1.3. The Contract and these Terms are governed by the law of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection. If you are a consumer, this choice of law does not deprive you of the protection afforded by mandatory provisions of the law of the country of your habitual residence.

1.4. Information on the processing of your personal data is available in our Privacy Policy, linked in the footer of the E-shop.

2. Products and prices

2.1. The presentation of goods in the E-shop is for information purposes and does not constitute a binding offer on our part. Information on ingredients, allergens, nutrition values, net quantity and storage of our food products is provided on the product pages and on the product packaging, including the best-before date.

2.2. Prices are shown including VAT and remain valid for as long as they are displayed in the E-shop. Prices, currency and availability may differ by country of delivery. Shipping costs are not included in the product price and are shown at checkout in accordance with our Shipping Policy.

2.3. In the event of an obvious error in the price or description of goods (e.g. a price manifestly disproportionate to the usual price), we are not obliged to deliver the goods at the erroneous price. If your payment has already been taken, we will inform you and refund it without undue delay.

3. Ordering and conclusion of the Contract

3.1. You place an order by adding goods to the cart, filling in the required information (delivery and contact details, delivery method, payment method) and confirming the order via the order button. Before submitting the order, you can review and change the entered data.

3.2. The Contract is concluded at the moment we accept your order by sending an order confirmation to the e-mail address you provided. We may ask you to verify your order (e.g. in the case of unusually large quantities) before accepting it.

3.3. We may reject or cancel an order in justified cases, in particular where the goods are out of stock, where an error described in clause 2.3 has occurred, or where fraud or misuse of the E-shop is suspected. Any payments already received for a cancelled order will be refunded without undue delay.

3.4. The Contract is concluded in English. The order and the Contract are archived by us in electronic form and are not accessible to third parties; we will provide you with a copy of these Terms as in force at the date of your order upon request.

4. Payment

4.1. You may pay the total price (goods and shipping) using the payment methods offered at checkout. The total price is payable upon conclusion of the Contract, unless a payment method with deferred payment is expressly offered.

4.2. We will issue an electronic invoice (tax document) and send it to your e-mail address.

4.3. The goods remain our property until the total price has been paid in full. The risk of damage to the goods passes to you upon your acceptance of the goods.

5. Delivery

5.1. We deliver to the countries, by the carriers and within the estimated times set out in our Shipping Policy, which forms part of these Terms. The available delivery options and their cost for your address are shown at checkout.

5.2. Please inspect the shipment upon delivery. If the packaging is visibly damaged, you may refuse acceptance or record the damage with the carrier; this does not affect your rights under Section 7.

5.3. If a shipment is returned to us as undeliverable for reasons on your side (e.g. an incorrect address provided or failure to collect the shipment), we will contact you to arrange a new delivery. Repeated delivery is at your cost; alternatively, either party may cancel the Contract, in which case we will refund the price of the goods less the shipping costs we have reasonably incurred.

6. Right of withdrawal (consumers)

6.1. As a consumer, you may withdraw from the Contract without giving any reason within 14 days of the day on which you (or a person designated by you other than the carrier) take over the goods. Where goods from one order are delivered in several shipments, the period runs from the takeover of the last shipment.

6.2. The right of withdrawal does not apply to (a) goods delivered in sealed packaging which have been unsealed after delivery and are not suitable for return for reasons of health protection or hygiene (e.g. opened food packaging), and (b) goods liable to deteriorate rapidly.

6.3. To withdraw, send a notice to info@cruppa.com with your order number; a model withdrawal form will be provided on request. The detailed procedure, return conditions and refund rules are set out in our Return and Refund Policy, which forms part of these Terms.

6.4. We will refund all payments received from you, including standard delivery costs (up to the amount of the cheapest delivery option we offer), within 14 days of your withdrawal, using the same means of payment. We may withhold the refund until we have received the goods back or you have provided proof of having sent them back, whichever occurs first. You bear the direct cost of returning the goods and are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics.

7. Rights arising from defective performance

7.1. We are liable to you for the goods being free from defects on receipt and conforming to the Contract, in particular corresponding to the agreed description, quantity, quality and the usual properties of goods of the same kind.

7.2. As a consumer, you may exercise rights arising from a defect which becomes apparent within two years of receipt of the goods; in the case of perishable goods, no later than the best-before (or use-by) date stated on the packaging, provided the storage instructions have been followed. A defect which becomes apparent within one year of receipt is presumed to have existed on receipt, unless the nature of the goods or of the defect excludes this.

7.3. If the goods are defective, you may request replacement or repair of the goods; if this is not possible or if we fail to remedy the defect within a reasonable time, you may request an adequate discount or withdraw from the Contract. Given the nature of our products, we will normally resolve justified claims by replacement or refund.

7.4. Claims can be made at info@cruppa.com — please state your order number and describe the defect (a photo of the goods and packaging speeds things up). We will confirm receipt of your claim electronically, stating when you made the claim and what its content is, and we will resolve the claim, including informing you, within 30 days of its submission at the latest, unless we agree on a longer period with you. If your claim is justified, you are entitled to reimbursement of the costs reasonably incurred in making it.

8. Complaints and dispute resolution

8.1. Any complaints can be addressed to info@cruppa.com; we will do our best to resolve them amicably.

8.2. If a consumer dispute between us cannot be resolved amicably, you have the right to out-of-court resolution of the dispute (ADR). The competent body is the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 567/15, 120 00 Praha 2, Czech Republic, www.coi.cz. Consumers residing in another EU member state may also contact the European Consumer Centres Network (ECC-Net) for assistance with cross-border disputes.

8.3. Supervision over our activities is exercised in particular by the Czech Trade Inspection Authority, the Czech Agriculture and Food Inspection Authority (www.szpi.gov.cz) and the relevant Trade Licensing Office.

9. Business customers

9.1. If you purchase goods in the course of your business (in particular where you provide a company identification or VAT number when ordering), Sections 6 and the consumer-specific provisions of Section 7 and 8 do not apply. You must inspect the goods as soon as possible after the risk passes to you and notify us of any defects without undue delay after you could have discovered them.

9.2. For wholesale enquiries and B2B terms, contact us at sales@cruppa.com.

10. Final provisions

10.1. We are not bound by any codes of conduct within the meaning of Section 1826(1)(e) of the Civil Code.

10.2. If any provision of these Terms is or becomes invalid or ineffective, it shall be replaced by a provision whose meaning is as close as possible to the invalid provision; the validity of the remaining provisions is not affected.

10.3. We may amend these Terms in a reasonable scope. The version of the Terms in force at the time the order is placed applies to that Contract.

10.4. These Terms are effective as of 12 August 2026.