We are governed by the applicable laws of the Czech Republic.

1. How to order?

• via the web configurator
• by e-mail
• in person at the shop

(we do not accept telephone orders)

Each order must be accompanied by the name under which the order is subsequently placed, telephone contact (mobile phone), billing address and, if applicable, delivery address.

We reserve the right to change the delivery date as part of the execution of your order.

We will always inform you about the change of delivery date or its change on the website or we will try to inform you in time. The delivery date may change if you make a change to your order at the time it is placed or if you pay late. A change in the delivery date is not a reason for cancellation of the order, refund of the goods already purchased or the deposit paid in advance. We also reserve the right to adjust the price if there is a change in the order or delivery method. We may also cancel your order if, for example, the deposit is not paid on time, the order is not paid in full, the provisional specification is not specified or it cannot be redelivered. A deposit paid for goods ordered cannot be refunded. If the order is not accepted by the carrier, provided that the shipment is in good order and undamaged, the buyer shall bear the additional costs.

In the event of deliberate misrepresentation or non-payment of a binding order and deliberate complication of its completion, we charge an overhead and "contract penalty" of 20% of the price of your order. This amount covers any expenses incurred by us in storing or reworking the product, if possible, to make the product resalable or usable. If the goods are returned, the buyer will be responsible for shipping and new packaging.

2. Returning the goods

"Bespoke" products of a specific size cannot be returned. This applies to the vast majority of our products, which are custom-made to the customer's order within a pre-arranged timeframe. Custom made means any individualisation of the product in our configurator for a specific customer. For all these items we state: Custom made + usual term and availability.

Only products such as accessories that we usually have in stock or Biofa repair kits and waxes, which we do not manufacture but only sell, can be returned. If you still decide to return the product, the minimum deduction from the original price will be 20%. Only unused goods in their 100% original condition and without obvious damage can be returned. Anything else is covered by our normal warranty option, where we will always endeavour to replace or repair any mis-delivered or faulty goods free of charge within a pre-agreed timeframe. All costs of returning and packing the goods are the responsibility of the buyer.

Unpacking the futon from the clean protective film is not using the product, but if you are lying on the futon and decide to return it, we will assess its condition individually. All our furniture is made to order and bespoke, to order. Quotations on any product are valid for a maximum of 2 weeks.

Futon is a mattress made of natural materials. Futon sucks sweat, water and other body fluids. Therefore, an unpacked futon is usually degraded for us and we have to reupholster it or replace part of the filling. These costs are paid by the buyer and we may offer such a product as a second-hand product. This prevents another customer from buying a "used futon" in the first place. You can inform us in advance about the possibility of returning the goods.

3. Payment

• cash / card in the shop
• by bank transfer (always in advance)

Dear customers, when paying by card, the bank will take a high fee from the transaction. Therefore, we prefer payment by cash or bank transfer.

THE PRICES LISTED ON OUR WEBSITE INCLUDE 21% VAT.

A proper receipt will be issued for each payment. For higher amounts, you can request an invoice from us, including the specification of the product ordered or purchased. In case of payment by bank transfer, it is possible to send a confirmation of payment to our e-mail.

Thanks to the payment information we are able to register your payment earlier.

The invoice already issued must be duly paid and cannot be changed. Failure to pay the invoice does not invalidate your order, but it may affect the delivery date. In the event that you do not pay the invoice issued by us but accept the goods, you are obliged to pay the amount immediately, otherwise you run the risk of the amount being recovered and being charged a "penalty" of 20% of the price.

3.1. Our account number:

Štěpán Bíca:

• For domestic payments 107-8721340247/0100 (Komerční Banka)
• International format (IBAN): CZ35 0100 0001 0787 2134 0247
  (SWIFT) KOMBCZPPXXX

4. Delivery date

• Futons: custom production 2 days - 2 weeks
• Beds and frames: custom production 2 - 8 weeks
  (for custom sizes the deadlines may be different)

Delivery dates are subject to change with governmental measures or during public holidays and vacations!

5. Shipping

• Personal collection: within one week from notification required
  From the 8th day we charge a storage fee of 100 CZK/day/pallet
• Transport in Prague / Toptrans: weekdays 10 AM - 4 PM
• Delivery within Prague / private courier: individually
  (3 or more futons free shipping)
• Outside Prague: we send goods by Toptrans transport service

Shipping within Prague is limited by parking. Assistance to the apartment is possible only in Prague, if parking is available, with the active participation of the customer. Installation of orders for an additional fee of 1.200,- we are able to realize only in Prague in case of parking possibility. For new products, it is necessary to check after receipt whether there was any damage during transport - how to proceed in case of damage can be found below in the section "Warranty".

5.1. Storage:

You must collect the ordered goods on time or have them delivered. We are unable to store orders for very long. Usually no longer than 1 week. After this time, you can leave your order with us, but our storage options are limited and therefore we use external storage facilities for this. The fee for this service is 130 CZK/day/pallet. We charge stock regardless of your time option from first day od the 3rd week!

5.2. Prices for shipping within Czechia and Slovakia:

• Zásilkovna: 120 Kč
• Toptrans - up to 30 kg: 590 Kč
• Toptrans - up to 100 kg: 890 Kč
• Private courier to the apartment in Prague: od 1 090 Kč

Assembly of the order in Prague and its surroundings: 4 840 Kč

5.3. Shipping abroad (usually via TNT):

• Germany, Austria, Belgium, Netherlands, Croatia, Italy: from 2 300 Kč
• England, Ireland, Spain, Hungary, and other countries: from 3 900 Kč

Our futons are ordered by customers all over Europe!

5.4. Delivery dates:

• Toptrans: announce 1 hour before arrival. You are informed about the shipment by us or the carrier 1 day in advance.
• Private courier in Prague: arrives in a pre-arranged time window. If the transport condition is complicated or the date is impossible, we will suggest a change. Usually we are able to adjust the delivery date 3 times or move it to another day to accommodate your and the courier's capabilities. If we are unable to deliver repeatedly, for example because we cannot find a time window or the customer does not accept a call from the courier, the order is automatically returned to the store for personal collection. In this case, we do not refund the shipping fee.

6. Warranty - and what it covers

A 10 year guarantee on workmanship and materials. (This applies generally to all types of materials contained in the futon and workmanship of materials, provided that the defect or damage incurred is not caused by normal wear and tear or use which is not normal and may have caused the damage incurred). Custom designs are not covered by this warranty.

Futons made by us are very well processed and the material is not spared in any way, they are made in the Czech Republic and we have been improving the production technology since 1994 on the basis of new experience.

6.1. In order to claim the warranty you need:

Each claim is treated individually.

• For example, damage to a futon that is not caused by its use but by its workmanship or a defect in the material (e.g. a tear in the seam of the futon - which can happen in exceptional cases when the futon is very heavy) is covered by the warranty. It follows that, for example, mould and other damage caused by improper use are not dealt with in the context of a claim
• Cotton futons without an inner core will experience frequent shedding, which is normal for cotton and should not be uncomfortable.
• The frames, which are also made by Czech carpenters, are solid wood and must be treated accordingly. Try to avoid damage when transporting and handling the parts, especially with more susceptible woods such as pine and spruce, which are softer. The warranty is applicable if the frame is delivered already damaged. Each part is inspected before shipment, so it is necessary to unpack and inspect the entire shipment immediately upon receipt from the carrier, for example.
• In case of damage, document everything with a camera, the packaging and the damaged part and immediately call the carrier who delivered the goods! In the case of shipment via Toptrans, contact the driver immediately, email the documentation including contact information to the appropriate depot and also send a copy to our store to make things right. This step is especially important! Without the information and documentation, we have no chance of filing a claim with Toptrans.
• As part of the claim, we can only pay for transport arranged by us. We do not pay any other costs related to handling, packaging, administration, etc. Customers always have the option of picking up the repaired goods free of charge at the shop.

6.2. Common features that are not grounds for complaint:

The size of the futon is affected by its age. A new futon is always slightly smaller, which is by design. The futon will soon grow to the correct dimensions. The wool we use is not dry cleaned, only washed. It's a gentle treatment, but one that can make new futons smell faintly of sheepskin. This is not a defect, it is not harmful to health, it is temporary, natural to the natural material. We normally use textile chalk in the manufacture of futons. Small spots of colour at the seams and stitching are not a fault and will soon disappear on their own. The Biofa finishes used on wood products can be smelled after unpacking, mainly due to the higher resin and oil content of the natural coatings. Biofa's coatings are also health safe with certification for wooden toys.

 

7. Complaints - Complaints Procedure

On new product you are guaranteed a warranty period of 2 years in general. We offer an extended warranty on futons manufactured by us, purchased from us: the extended warranty is offered for workmanship and material, it does not cover damage caused by use (mould) or during transport.

If damage is indicated, this must be documented and we must be informed of the damage by phone or e-mail. Often specific problems are dealt with individually. Please give a precise description of the defect and contact details.

As part of the claim, it is not possible for us to pay for shipping. We need 5 - 30 days to resolve a claim, depending on the extent of the defect in question. For wooden frames, you must be especially careful in transit and inspect the new goods immediately (see the section "Warranty" for how to proceed when a Toptrans shipment is damaged).

We accept claims at our shop at: Raisova 6, Prague 6.

For "custom" products, specific dimensions and accessories, the goods cannot be returned. Custom design also means a specific colour and individual design of the order. Only beds and frames of standard dimensions purchased without finishes or with a basic oil and wax finish can be returned.

8. Repair conditions:

What is reparable:

• A futon that has a manufacturing defect.
• A futon that needs to be reupholstered or recomposed, but only within 6 weeks of purchase and only if it meets the requirements listed below.
• The futon must be clean, dust-free, free of biological impurities, hair and hair.
• Only futons that have been protected by a cover, sheet or have been well cared for can usually be repaired.
• The wrapped futon must be rolled up to a shorter size and wrapped with a film against water and dirt.

A futon that does not meet these requirements will be returned to you and no repairs will be made. This is because our production facilities, where new futons are manufactured, are not set up to recycle the materials used.

8.1. Indicative repair prices:

• New futon cover: from 1 600 Kč
• Replacement of part of the damaged wool and cotton: from 500 Kč (+ new futon cover)
• Inner core: from 1 400 Kč (+ new futon cover)
• Labour and overhead for repairing the futon: 500 Kč/hour
• Collection at your address: 550 Kč (Prague)
• Delivery to your address: 550 Kč (Prague)