Terms and conditions

Seller / Operator: Tufty s.r.o., Bělehradská 858/23, Praha 2, 120 00, Czech Republic, Company ID: 21828083, VAT ID: CZ21828083 (the “Seller”, “we”, “us”).

Contact: info@tufty.eu | +420 736 264 977

These Terms and Conditions govern the mutual rights and obligations between you (the “Customer”, “you”) and us arising in connection with the purchase of goods via our e-shop on www.tufty.eu (the “E-shop”).

Our goal: We want you to enjoy tufting safely and be happy with your purchase. If anything is unclear (before or after purchase), contact us and we will help.

1. Definitions

Goods – products offered for sale in the E-shop.
Order – your binding offer to purchase Goods.
Contract – a purchase contract concluded between you and us.
Consumer – a natural person acting outside their business or professional activity.
Business customer – a person acting within their business or professional activity.

2. Information About the E-shop and Platform

The E-shop is operated on the Shoptet platform. Shoptet provides the technical e-commerce solution. We remain the Seller and the contracting party for all purchases made in the E-shop.

3. Ordering and Conclusion of the Contract

By placing an Order, you confirm that you have read and accept these Terms and Conditions.
All product presentations in the E-shop are informative and do not constitute a binding offer. Your Order is a binding offer to conclude a Contract.
The Contract is concluded when we confirm your Order (typically by email). If we are unable to accept your Order (e.g., due to stock unavailability), we will inform you.
We reserve the right to refuse an Order, especially in cases of an obvious pricing error, unavailability, or reasonable suspicion of misuse or fraudulent activity.

4. Prices and Payment

Product prices are displayed in the E-shop. Unless stated otherwise, prices include VAT and all mandatory fees.
Shipping costs and available payment methods are shown during checkout and in the Order summary.
If there is a discrepancy between the price shown in the E-shop and the price in the Order summary, the price in the Order summary applies (this will match the Contract price).
We may require payment before dispatch. The invoice may be issued electronically and sent to your email address, and/or made available in your customer account.

Reservation of title

Ownership of the Goods passes to you only upon full payment of the total price and receipt of the Goods.

5. Delivery, Transfer of Risk, Non-Acceptance

Delivery time depends on availability and your chosen delivery and payment method. An estimated delivery time is provided in the Order confirmation.
Upon receipt from the carrier, you should inspect the packaging. If the packaging appears damaged or tampered with, you should report it to the carrier and to us without delay. You may refuse delivery if the packaging indicates unauthorized handling.
Risk of damage to the Goods passes to you when you take delivery. If you fail to take delivery, risk passes at the moment you had the opportunity to take delivery.
If delivery fails due to reasons on your side (e.g., incorrect address, repeated delivery requested), you must reimburse us for any additional costs associated with repeated or alternative delivery.
If we are unable to deliver the Goods within 30 days after the delivery period stated in the Order confirmation expires, either party may withdraw from the Contract.

6. Consumer Right of Withdrawal (14 Days)

This section applies to Consumers only. Business customers do not have the statutory 14-day withdrawal right unless required by applicable law.

We process withdrawals fairly. Please contact us first so we can confirm the correct return procedure and help avoid delays.

Withdrawal period: You have the right to withdraw from the Contract within 14 days without giving any reason. The withdrawal period starts on the day you (or a person designated by you) receive the Goods.
How to withdraw: You must inform us of your decision to withdraw within the 14-day period. Email is sufficient: info@tufty.eu.
Return procedure: Returns must be sent only after prior notice by email. We will confirm return instructions. Unannounced returns may be refused or delayed.
Return of Goods: After withdrawing, you must send the Goods back to us without undue delay and no later than 14 days from the day you notified us of the withdrawal.
Return shipping costs: You bear the direct costs of returning the Goods.
Condition of returned Goods:
- Goods should be returned complete, clean, with all accessories and parts, and with the original packaging where reasonably possible.
- You may handle the Goods only to the extent necessary to establish the nature, characteristics, and functioning of the Goods (as you would in a physical store).
- Any handling beyond this (including operational use, production use, material testing, installation for ongoing use, or other use beyond mere testing) is considered use beyond testing.
Diminished value: You are liable for any diminished value of the Goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the Goods. Where applicable, we may reduce the refund accordingly.
Non-compliant returns (use beyond testing / not resalable):
- If the returned Goods clearly show use beyond testing, are incomplete, contaminated, damaged, or otherwise not resalable, we may be unable to accept the return. In such cases, we will always inform you and explain the reason.
- The Goods will be made available for collection by you at your cost. If you do not arrange collection within a reasonable period after notice, we may charge reasonable storage/handling costs only to the extent necessary.
Refund timing: We will refund you without undue delay and no later than 14 days from the day we receive your withdrawal notice. We may withhold the refund until we receive the Goods back or you provide evidence that you have sent them, whichever is earlier.

Exceptions from the right of withdrawal

The Consumer cannot withdraw from the Contract in cases where the right of withdrawal is excluded by applicable law, in particular for:

Goods made to the Consumer’s specifications or clearly personalized,
sealed Goods which are not suitable for return due to health protection or hygiene reasons once unsealed,
digital content not supplied on a tangible medium, if performance has begun with the Consumer’s prior express consent.

7. Warranty, Complaints, and Liability for Defects

Statutory consumer rights (legal guarantee of conformity)

If you are a Consumer, you are entitled to statutory remedies for lack of conformity of the Goods, in accordance with applicable law. Depending on the circumstances and as provided by law, you may be entitled to repair, replacement, a reasonable price reduction, or withdrawal from the Contract.

Your statutory rights regarding defective Goods are not affected by these Terms.
Consumable / wear parts: Warranty and defect liability do not cover normal wear and tear caused by use. This includes, in particular, consumable or wear parts and items that naturally wear out during operation (for example scissors, needles, cutting/moving parts and similar components).
Professional / commercial use:
- Goods may be used for professional or commercial purposes, but intensive use naturally increases wear.
- Normal wear from intensive or commercial operation is not a defect.
- We do not guarantee any specific service life, durability, or output under intensive or commercial operation.
Modifications and interventions:
- Any modification, intervention, disassembly, non-standard adjustment, or repair performed without our prior consultation results in an immediate loss of warranty coverage and may affect defect liability.
- Permitted exceptions (provided they are performed correctly and safely):
  - changing operating method from cut to loop (and back),
  - adjusting the needle eye width.
- We recommend contacting us before any modification or adjustment beyond the permitted exceptions, so we can help you avoid unnecessary issues.

8. Complaint Procedure (Required Information)

To resolve complaints quickly and correctly, we require complete information (photos/video/history). Incomplete requests may be delayed until the missing information is provided.

Minimum required information:

Order number and proof of purchase
Detailed description of the issue and when it started
Full usage history (what happened before the issue occurred)
Information about any adjustments, maintenance, or modifications (including whether any of the permitted exceptions were applied)
Clear photos of the issue and relevant parts
Video demonstrating the problem (where applicable and possible)

Please send complaint requests to: info@tufty.eu

9. Safety, Health, and Property Damage

Safety first: Tufting equipment includes moving parts and requires careful handling. If you are unsure about setup or use, contact us and we will help you.

These products require appropriate skill, safe working conditions and proper handling. The Customer is responsible for selecting suitable materials and ensuring safe use.
User responsibility: Use of the Goods is entirely at the user’s own responsibility. You are responsible for choosing a suitable workspace, ensuring safe conditions, and using appropriate protective equipment (PPE).
No responsibility for misuse: To the maximum extent permitted by applicable law, we are not responsible for any injury, health harm, or property damage resulting from improper use, unsafe handling, unsuitable materials, unsuitable working conditions, or use contrary to safe practice.
Nothing in these Terms limits our responsibility for defects in the Goods where such limitation is not permitted by applicable law.

10. Intellectual Property and Content

All content on the website, including text, images, and trademarks, is protected by intellectual property laws. You may not copy, reproduce, or use the content for commercial purposes without our prior written consent.

11. Personal Data

Personal data processing is governed by our Privacy Policy available here: Privacy Policy.

12. Alternative Dispute Resolution (ADR) for Consumers

If you are a Consumer and a dispute arises between you and us, you may seek an out-of-court settlement through the competent ADR entity, if applicable under your circumstances. In the Czech Republic, consumer ADR is typically handled by the Czech Trade Inspection Authority (ČOI).

13. Governing Law and Courts

These Terms and Conditions and all Contracts are governed by the laws of the Czech Republic.
If you are a Consumer, mandatory consumer protection rules applicable in your country of residence within the EU may also apply and are not affected by these Terms.
Any disputes shall be resolved by the competent courts of the Czech Republic, unless mandatory consumer rules provide otherwise.

14. Changes to These Terms

We may update these Terms and Conditions from time to time. The current version is always available on this page. Continued use of the E-shop after changes become effective constitutes acceptance of the updated Terms.

15. Contact

Questions about these Terms and Conditions should be sent to: info@tufty.eu

Effective date: 17.03.2023