Terms of service

Terms of Service

These Terms of Service (“Terms”) govern the relationship between you (“Customer”, “Buyer” or “You”) and WOODNEQ, represented by Tereza Vitovjakova, with registered office at Hutská 949, 47114 Kamenický Šenov, Czech Republic, Company ID No. 21431051, e-mail: shop@woodneq.com, (“We”, “Us”, “Seller”), in connection with the purchase of goods through the website www.woodneq.com (the “E-shop”).

By purchasing from our E-shop, you agree to these Terms.

1. General Information

  • These Terms form an integral part of every contract concluded via our E-shop.

  • The contract and all related communication are concluded remotely via electronic means.

  • All prices are stated in the respective currency (EUR, USD, or CZK) including VAT where applicable.

  • We may amend these Terms occasionally; changes apply only to future contracts.

  • The English version of these Terms governs international sales. For Czech customers, a Czech version of the Terms applies.

2. Orders and Contract Formation

  • You create an order (“Order”) by selecting goods on our website, filling in required details, and confirming the order via the “Order with payment obligation” button.

  • Before submitting, you can review and change all information.

  • After submitting, you receive an Order Confirmation via e-mail — at that moment, the Purchase Contract is concluded.

  • If a product is unavailable or incorrectly priced (e.g., due to obvious error), we reserve the right to cancel or modify the order after prior notice.

3. Prices and Payment

  • Prices shown include VAT (where applicable) and are valid at the time of the order.

  • Payment options include:

    • Online card payment (via Shopify Payments or Stripe),

    • Bank transfer.

  • Payment must be completed before shipment unless otherwise stated.

  • The invoice is sent electronically after payment.

  • Ownership of goods transfers to you upon full payment and delivery.

4. Shipping and Delivery

  • We ship worldwide using reliable carriers (Packeta / Česká pošta and partners).

  • Estimated delivery time and shipping costs are displayed during checkout.

  • We are not responsible for delays caused by carriers or customs.

  • Upon receipt, check the parcel for damage — report any visible defects immediately to the carrier.

  • If you fail to accept delivery without reason, we may withdraw from the contract and claim costs incurred.

5. Custom and Made-to-Order Goods

Some products (especially 3D-printed inserts or game accessories) are custom-made or personalized.
For such items, the right to withdraw from the contract does not apply once production has begun, in accordance with Article 16(c) of Directive 2011/83/EU and Section 1837(c) of the Czech Civil Code.

6. Right of Withdrawal (Consumers only)

Consumers (non-business buyers) may withdraw from the contract within 14 days of receiving the goods, without giving a reason, except for the cases stated above (custom-made goods).
To withdraw, email us at shop@woodneq.com or use the withdrawal form available here.
Returned goods must be complete, clean, and sent back within 14 days.
Refunds are processed within 14 days after we receive the goods or proof of return, using the same payment method.

For full details, see our Return and Refund Policy.

7. Defective Goods and Complaints

We guarantee that goods delivered are free from defects and correspond to the agreed description and functionality.
If the product is defective, you may:

  • request repair or replacement,

  • request a reasonable discount, or

  • withdraw from the contract in case of a major defect.

Claims should be submitted via e-mail to shop@woodneq.com.
We will confirm receipt of your claim and resolve it within 30 days, unless agreed otherwise.
You are entitled to reimbursement of reasonable return costs if the claim is justified.

8. Dispute Resolution

Consumer complaints are handled via shop@woodneq.com.
For EU customers, disputes may be resolved out-of-court through:

  • Czech Trade Inspection Authority (www.coi.cz), or

  • EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).

9. Governing Law

All contracts are governed by the laws of the Czech Republic.
For international buyers, this choice of law does not deprive you of rights granted under the laws of your country of residence.
Any disputes shall be resolved before the competent Czech courts.

10. Final Provisions

  • We are not bound by any codes of conduct.

  • Force majeure events (natural disasters, pandemics, technical failures, etc.) release both parties from liability.

  • Each order confirmation includes a copy of these Terms; we recommend saving it for future reference.

  • These Terms replace all previous versions.

Effective as of October 2025.
WOODNEQ | www.woodneq.com | shop@woodneq.com