Terms of service

Terms and Conditions

HOOKAH SOLUTIONS s.r.o. / HookahStandard

Company ID No.: 29773431

registered office: Čínská 748/5, 160 00 Prague 6, Czech Republic

registered with the Municipal Court in Prague, Section C, Insert 452164

contact details:

email info@hookahsolutions.com

(hereinafter referred to as the “seller”)

I. Basic Provisions

These General Terms and Conditions (hereinafter referred to as the “Terms and Conditions”) are issued pursuant to Section 1751 et seq. of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the “Civil Code”).

These Terms and Conditions govern the mutual rights and obligations of the seller and a natural person who concludes a purchase contract outside their business activity as a consumer, or within their business activity (hereinafter referred to as the “buyer”), through the web interface located on the website available at www.hookahstandard.com (hereinafter referred to as the “online store”).

The provisions of the Terms and Conditions form an integral part of the purchase contract. Any differing provisions in the purchase contract take precedence over the provisions of these Terms and Conditions.

These Terms and Conditions and the purchase contract are concluded in the Czech language.

By agreeing to these Terms and Conditions, the customer declares that they are over 18 years of age and therefore meet the statutory condition for the sale of tobacco products.

II. Information About Goods and Prices

Information about the goods, including the prices of individual goods and their main characteristics, is provided for the individual goods in the online store catalogue. The prices of the goods include value added tax and all related charges. The prices of the goods remain valid for as long as they are displayed in the online store. This provision does not preclude the conclusion of a purchase contract on individually agreed terms.

All presentations of goods placed in the online store catalogue are for information purposes, and the seller is not obliged to conclude a purchase contract concerning such goods.

Information about the costs associated with packaging and delivery of the goods is published in the online store. Information about the costs associated with packaging and delivery of the goods stated in the online store applies only where the goods are delivered within the territory of the Czech Republic. In the case of delivery to other countries, the delivery prices will be specified to the customer.

Any discounts from the purchase price of the goods may not be combined with one another unless the seller agrees otherwise with the buyer.

III. Order and Conclusion of the Purchase Contract

Costs incurred by the buyer when using means of distance communication in connection with the conclusion of the purchase contract (internet connection costs and telephone call costs) shall be paid by the buyer.

The buyer places an order for goods in the following ways:

through their customer account, if they previously registered in the online store,

by completing the order form without registration.

When placing an order, the buyer selects the goods, the number of items, and the method of payment and delivery.

Before submitting the order, the buyer is permitted to check and change the data entered in the order. The buyer submits the order to the seller by clicking the CONTINUE button. The seller considers the data stated in the order to be correct. For the order to be valid, all mandatory information in the order form must be completed and the buyer must confirm that they have read these Terms and Conditions.

Immediately after receiving the order, the seller sends the buyer an acknowledgement of receipt of the order to the email address entered by the buyer when ordering. This acknowledgement is automatic and is not considered conclusion of the contract. The seller’s current Terms and Conditions are attached to the acknowledgement. The purchase contract is concluded only after the seller accepts the order. Notice of acceptance of the order is delivered to the buyer’s email address. / Immediately after receiving the order, the seller sends the buyer an acknowledgement of receipt of the order to the email address entered by the buyer when ordering. This acknowledgement is considered conclusion of the purchase contract. The seller’s current Terms and Conditions are attached to the acknowledgement. The purchase contract is concluded when the seller confirms the order to the buyer’s email address.

If the seller cannot satisfy any of the requirements stated in the order, the seller sends an amended offer to the buyer’s email address. This applies where:

the goods are not currently in stock because they have already sold out,

there is a substantial change in the input price of the goods that affects the offered selling price,

in the event of so-called force majeure, i.e. where the seller cannot reasonably be required to perform in accordance with the received and accepted order.

The amended offer is considered a new proposal for a purchase contract, and in such a case the purchase contract is concluded when the buyer confirms acceptance of that offer to the seller at the seller’s email address stated in these Terms and Conditions.

All orders accepted by the seller are binding. The buyer may cancel the order until notice of the seller’s acceptance of the order has been delivered to the buyer. The buyer may cancel the order by telephone at the telephone number or by email at the seller’s email address stated in these Terms and Conditions.

If there has been an obvious technical error on the seller’s part when stating the price of the goods in the online store or during the ordering process, the seller is not obliged to supply the goods to the buyer at this entirely obviously incorrect price, even if an automatic acknowledgement of receipt of the order has been sent to the buyer under these Terms and Conditions. [S6] The seller informs the buyer of the error without undue delay and sends an amended offer to the buyer’s email address. The amended offer is considered a new proposal for a purchase contract, and in such a case the purchase contract is concluded when the buyer confirms acceptance to the seller’s email address.

IV. Customer Account

On the basis of the buyer’s registration in the online store, the buyer may access their customer account. The buyer may order goods from their customer account. The buyer may also order goods without registration.

When registering a customer account and ordering goods, the buyer is required to provide all information correctly and truthfully. The buyer is required to update the information stated in the user account whenever it changes. The seller considers the information stated by the buyer in the customer account and when ordering goods to be correct.

Access to the customer account is secured by a username and password. The buyer is required to maintain confidentiality regarding information necessary to access their customer account. The seller is not liable for any misuse of the customer account by third parties.

The buyer is not entitled to allow third parties to use the customer account.

The seller may cancel the user account, in particular where the buyer has not used their user account for a longer period or where the buyer breaches their obligations under the purchase contract and these Terms and Conditions.

The buyer acknowledges that the user account may not be continuously available, in particular because of necessary maintenance of the seller’s hardware and software, or necessary maintenance of third parties’ hardware and software.

V. Payment Terms and Delivery of Goods

The buyer may pay the price of the goods and any costs associated with delivery of the goods under the purchase contract in the following ways:

by bank transfer to the seller’s bank account [INSERT BANK AND ACCOUNT NUMBER]

by payment card

cash on delivery when the goods are handed over

in cash or by payment card upon personal collection at the premises

in cash or by payment card upon personal receipt at the post office or from DPD

Together with the purchase price, the buyer is required to pay the seller the agreed amount of the costs associated with packaging and delivery of the goods.

Unless expressly stated otherwise below, the purchase price is also understood to include the costs associated with delivery of the goods.

In the case of payment in cash, the purchase price is payable upon receipt of the goods. In the case of cashless payment, the purchase price is payable within 3 days of conclusion of the purchase contract.

In the case of payment by payment card, the buyer follows the instructions of the relevant electronic payment provider.

In the case of cashless payment, the buyer’s obligation to pay the purchase price is fulfilled when the relevant amount is credited to the seller’s bank account.

The seller does not require any deposit or other similar payment from the buyer in advance. Payment of the purchase price before dispatch of the goods is not a deposit.

Under the Act on Registration of Sales, the seller is required to issue a receipt to the buyer. At the same time, the seller is required to register the received sale online with the tax administrator, or no later than within 48 hours in the event of a technical outage.

The goods are delivered to the buyer:

to the address specified by the buyer in the order

by personal collection at the seller’s premises

The method of delivery is selected during the ordering of the goods.

The costs of delivery of the goods, depending on the method of dispatch and receipt, are stated in the buyer’s order and in the seller’s order confirmation. If a method of transport is agreed on the basis of a special request by the buyer, the buyer bears the risk and any additional costs associated with that method of transport.

If the seller is obliged under the purchase contract to deliver the goods to a place specified by the buyer in the order, the buyer is required to accept the goods upon delivery. If, for reasons on the buyer’s side, it is necessary to deliver the goods repeatedly or in a manner other than that stated in the order, the buyer is required to pay the costs associated with repeated delivery of the goods or, as applicable, the costs associated with another method of delivery.

When accepting the goods from the carrier, the buyer is required to check that the packaging of the goods is intact and, in the event of any defects, immediately notify the carrier. If damage to the packaging indicating unauthorised entry into the parcel is found, the buyer is not required to accept the parcel from the carrier.

The seller issues a tax document—an invoice—to the buyer. The tax document is sent to the buyer’s email address. The tax document is also enclosed with the delivered goods.

The buyer acquires ownership of the goods upon payment of the full purchase price for the goods, including the delivery costs, but no earlier than upon receipt of the goods. Liability for accidental destruction, damage or loss of the goods passes to the buyer upon receipt of the goods or when the buyer was obliged to accept the goods but failed to do so in breach of the purchase contract.

Age Verification When Selling and Delivering Age-Restricted Goods

If the subject of the purchase contract is goods whose sale is conditional upon reaching the age prescribed by law (in particular 18 years), the buyer is required to meet this age condition.

The buyer’s age is verified when the order is created through the external verification service Adulto.cz, which serves as the second step of age verification on the seller’s website.

At the same time, the carrier verifies the recipient’s age when such goods are delivered. The courier is required to request a valid identity document (identity card or passport) and verify the parcel recipient’s date of birth. The parcel may be accepted only by a person who meets the required age limit.

If the recipient fails to present a valid identity document, refuses to present it or does not meet the required age limit, the courier is not authorised to hand over the parcel. In such a case, the parcel is returned to the carrier’s depot and a new delivery attempt, or return of the parcel to the seller, is subsequently handled in accordance with the terms of the particular carrier.

The seller is not liable for failure to hand over the parcel due to the buyer or recipient failing to meet the age conditions.

VI. Withdrawal from the Contract

A buyer who concluded a purchase contract outside their business activity as a consumer has the right to withdraw from the purchase contract.

The period for withdrawal from the contract is 14 days from the date of receipt of the goods.

Among other things, the buyer may not withdraw from the purchase contract:

in the case of the sale of goods made according to the consumer’s special requirements, custom-made goods or goods intended specifically for one consumer,

in the case of the sale of goods subject to rapid deterioration in quality, which in this case is shisha tobacco,

in the case of the sale of goods that, due to their nature, may after delivery be inseparably mixed with other goods,

in other cases set out in Section 1837 of the Civil Code.

To comply with the period for withdrawal from the contract, the buyer must send the statement of withdrawal within the withdrawal period.

To withdraw from the purchase contract, the buyer may use the model withdrawal form provided by the seller. The buyer sends the withdrawal from the purchase contract to the seller’s email or delivery address stated in these Terms and Conditions. The seller promptly confirms receipt of the form to the buyer.

A buyer who has withdrawn from the contract is required to return the goods to the seller within 14 days of withdrawing from the contract. The buyer bears the costs associated with returning the goods to the seller, including where the goods cannot, due to their nature, be returned by the usual postal route.

If the buyer withdraws from the contract, the seller returns to the buyer, without delay after receiving the returned goods and no later than 14 days after withdrawal from the contract, all funds received from the buyer, including delivery costs, using the same method. The seller returns the received funds to the buyer by another method only if the buyer agrees and if no additional costs are incurred by the buyer as a result.

If the buyer withdraws from the purchase contract, the seller is not required to return the received funds to the buyer before the buyer hands over the goods or until the seller receives the goods by delivery through a transport company.

The buyer must return the goods to the seller undamaged, unworn and in the original packaging. The seller is entitled to unilaterally set off a claim for compensation for damage to the goods against the buyer’s claim for a refund of the purchase price.

The seller is entitled to withdraw from the purchase contract due to stock being sold out, unavailability of the goods, or where the manufacturer, importer or supplier of the goods has discontinued production or import of the goods. The seller promptly informs the buyer through the email address stated in the order and, within 14 days of notification of withdrawal from the purchase contract, returns all funds received from the buyer under the contract, including delivery costs, using the same method or, as applicable, a method specified by the buyer.

VII. Rights Arising from Defective Performance

The seller is liable to the buyer for the goods being free from defects upon receipt. In particular, the seller is liable to the buyer that, at the time the buyer received the goods:

the goods have the characteristics agreed by the parties and, if there is no agreement, have the characteristics described by the seller or manufacturer or expected by the buyer with regard to the nature of the goods and on the basis of advertising carried out by them,

the goods are suitable for the purpose stated by the seller for their use or for the purpose for which goods of this kind are usually used,

the goods are in the corresponding quantity,

the goods comply with the requirements of legal regulations.

The buyer is entitled to exercise a right arising from a defect that occurs in consumer goods within twenty-four months of receipt. This provision does not apply to goods sold at a lower price in respect of the defect for which the lower price was agreed, to wear and tear caused by normal use, to used goods in respect of a defect corresponding to the degree of use or wear that the goods had when received by the buyer, or where this follows from the nature of the goods.

If a defect occurs, the buyer may submit a complaint to the seller and request:

replacement with new goods,

repair of the goods,

a reasonable discount from the purchase price,

withdrawal from the contract.

The buyer has the right to withdraw from the contract:

if the goods have a material defect,

if the item cannot be properly used due to repeated occurrence of a defect or defects after repair,

in the event of a larger number of defects in the goods.

The seller is required to accept a complaint at the seller’s premises [INSERT ADDRESS OF PREMISES FOR COMPLAINTS], where acceptance of complaints is possible. The seller is required to issue the buyer a written confirmation stating when the buyer exercised the right, the content of the complaint and the method of handling the complaint requested by the buyer, as well as confirmation of the date and method of handling the complaint, including confirmation that the repair was carried out and how long it took, or written reasons for rejecting the complaint.

The seller or an employee authorised by the seller decides on the complaint immediately, or within three working days in complex cases. The complaint, including removal of the defect, must be handled without delay and no later than within 30 days from the date the complaint was made, unless the seller and the buyer agree on a longer period.

The moment the complaint is made is considered to be the moment when the buyer’s expression of will (exercise of the right arising from defective performance) reaches the seller.

The seller informs the buyer in writing of the outcome of the complaint.

The buyer is not entitled to a right arising from defective performance if the buyer knew before accepting the item that it had a defect, or if the buyer caused the defect.

The buyer has the choice of the method of complaint.

The rights and obligations of the parties concerning rights arising from defective performance are governed by Sections 1914 to 1925, Sections 2099 to 2117 and Sections 2161 to 2174 of the Civil Code and by Act No. 634/1992 Coll., on Consumer Protection.

Other rights and obligations of the parties relating to the seller’s liability for defects are governed by the seller’s complaints procedure.

VIII. Notices

The parties may deliver all written correspondence to one another by electronic mail.

The buyer delivers correspondence to the seller at the email address stated in these Terms and Conditions. The seller delivers correspondence to the buyer at the email address stated in the buyer’s customer account or order.

IX. Alternative Dispute Resolution

The Czech Trade Inspection Authority, with its registered office at Štěpánská 567/15, 120 00 Prague 2, Company ID No.: 000 20 869, website: https://adr.coi.cz/cs, is competent for the alternative resolution of consumer disputes arising from a purchase contract. The online dispute resolution platform located at http://ec.europa.eu/consumers/odr may be used to resolve disputes arising from a purchase contract between the seller and the buyer.

The European Consumer Centre Czech Republic, with its registered office at Štěpánská 567/15, 120 00 Prague 2, website: http://www.evropskyspotrebitel.cz, is the contact point under Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC (Regulation on consumer ODR).

The seller is authorised to sell goods on the basis of a trade licence. Trade licensing inspections are carried out by the competent trade licensing authority within the scope of its powers. The Czech Trade Inspection Authority supervises, within the defined scope, compliance with Act No. 634/1992 Coll., on Consumer Protection, among other things.

X. Sales Abroad.

Sales abroad are possible only for selected products.

XI. Final Provisions

All arrangements between the seller and the buyer are governed by the legal order of the Czech Republic. This does not affect the consumer’s rights arising from generally binding legal regulations.

The seller is not bound in relation to the buyer by any codes of conduct within the meaning of Section 1826(1)(e) of the Civil Code.

All rights to the seller’s website, in particular copyrights in the content, including the page layout, photographs, films, graphics, trademarks, logo and other content and elements, belong to the seller. It is prohibited to copy, modify or otherwise use the website or any part of it without the seller’s consent.

The seller is not liable for errors caused by third-party interference with the online store or by its use contrary to its intended purpose. When using the online store, the buyer may not use procedures that could adversely affect its operation and may not carry out any activity that could enable the buyer or third parties to interfere with or make unauthorised use of the software or other components forming the online store, and may not use the online store or its parts or software in a manner contrary to its intended purpose.

The buyer hereby assumes the risk of a change of circumstances within the meaning of Section 1765(2) of the Civil Code.

The purchase contract, including the Terms and Conditions, is archived by the seller in electronic form and is not accessible.

The seller may amend or supplement the wording of the Terms and Conditions. This provision does not affect rights and obligations arising while the previous version of the Terms and Conditions was in effect.

A model withdrawal form is attached to the Terms and Conditions.

These Terms and Conditions take effect on 8 August 2026.