Terms of service

Terms of service

Concierge Buy CZ, operated by SIBANAC s.r.o., IČO 24883841, registered office Dlouhá 715/38, Staré Město, 110 00 Praha, Czech Republic, registered in the Commercial Register maintained by the Municipal Court in Prague ("we", "us"), provides a personal buying (procurement) service: at your request, we purchase products from third-party online sellers on your behalf and arrange their hand-over or delivery to you.

  1. Nature of the service. We act as your buying agent on the basis of your instruction (mandate). The purchase of the goods is made with the third-party seller; we are not the manufacturer or original retailer of the goods. Our service consists of arranging and executing the purchase, related communication with the seller, and, where agreed, receiving, hand-over or delivery of the goods.
  2. Orders & quotes. You send us the product(s) you wish to buy and all your requirements in one message. We reply with a quote covering the product price, our service fee and, as a separate line, any delivery you choose. A contract is concluded when you accept the quote and pay the invoice.
  3. Payment. Invoices are paid securely by card or PayPal. We purchase the item(s) only after your payment has cleared.
  4. Service fee. Our fee is 9.98% of the product price (2.99% for citizens of Ukraine, on presentation of a valid Ukrainian passport). The fee is shown separately on your invoice and is the final price of our service; where VAT applies, it is included.
  5. Delivery cost. The service fee covers the purchase only. Delivery — the seller's shipping, collection at our office, or our own courier — is quoted and charged separately at actual cost.
  6. Delivery options. You may receive your order shipped to your address, delivered to our office for collection or try-on, or brought to you by our own courier. Delivery times depend on the seller and carrier.
  7. Right of withdrawal (consumers). If you are a consumer, you may withdraw from the contract for our service within 14 days of its conclusion without giving any reason (Section 1829 of the Czech Civil Code). By asking us to make the purchase immediately, you expressly request that we begin performing the service before the end of the withdrawal period; once the service has been fully performed (the purchase has been made), the right to withdraw from the service contract expires (Section 1837(a) of the Civil Code). This does not affect the goods-return options described in our Refund policy or your statutory rights against the seller of the goods.
  8. Returns. If you wish to return an item, we handle the return with the seller within that seller's return window and refund the product cost once the seller accepts the return, as described in our Refund policy.
  9. Complaints (reklamace). You can raise a complaint about our service at [email protected] or via our Contact page. We will confirm receipt and settle your complaint without undue delay, at the latest within 30 days, as required by the Czech Consumer Protection Act.
  10. Out-of-court dispute resolution. If you are a consumer and we cannot resolve a dispute directly, you may contact the Czech Trade Inspection Authority (Česká obchodní inspekce, Štěpánská 567/15, 120 00 Praha 2, www.coi.cz), which is the competent body for out-of-court consumer dispute resolution, or use the EU online dispute resolution platform at ec.europa.eu/consumers/odr.
  11. Restricted items. We only purchase goods that can be bought and shipped legally. We do not purchase illegal goods, counterfeits, weapons, or goods whose sale or transfer is restricted where the applicable conditions (for example age or licence verification) cannot be met. We may decline any request at our discretion.
  12. Availability & pricing. If an item becomes unavailable or its price changes before purchase, we will inform you and, if we cannot complete the order, issue a full refund.
  13. Governing law. These terms are governed by the law of the Czech Republic. Nothing in these terms limits the statutory rights of consumers.

Questions? Write to [email protected] or reach us via our Contact page.