Opening hours 8:00 - 20:00 all days

LYRA Chocolate

GENERAL TERMS AND COMPLAINT CONDITIONS OF THE E-SHOP

The operator of the internet portal located at the domain lyrachocolate.sk, backtorealchocolate.sk, sweetpro.sk, belgickepralinky.sk is:

Business name: Lyra Group s.r.o.
Address: Pri parku 1, 951 12 Ivanka pri Nitre
ID: 44 473 826
Tax ID: 2022709678
VAT ID: SK2022709678
Bank connection: TB Account no.: 2942024179/1100
Registered under file number 23414/N, entry number Sro in the Commercial Register of the District Court Nitra
Email: [email protected]
Phone number: 0903964544
Fax (if the seller has):

Supervisory authority:
Slovak Trade Inspection
Staničná 1567/9
949 01 Nitra

Article I – Terms

Seller: Lyra Group s.r.o. company, which acts within the scope of its business activities in its own name, on its own account during the conclusion and fulfillment of the purchase contract and which sells Goods through the E-shop;

Customer: Consumer or natural or legal person who is not a Consumer, who express their interest in the Goods offered on the portal through an Order;

Consumer: natural person who purchases Goods through the internet portal on the domain www.lyrachocolate.com and whose this Service does not serve for the performance of employment, profession or business;

Portal: public internet portal of the Provider located on the domains lyrachocolate.com, lyrachocolate.sk, backtorealchocolate.com, focused on the sale of chocolate products;

Goods: chocolate products, products containing cocoa, cocoa mass or cocoa derivatives in the portfolio of the Seller, the offer of which is listed on the Portal;

Order: the act of the Customer in connection with the Portal, which expresses the will of the Customer to purchase the Goods on the Portal;

Price: the total price indicated in the Order, especially the price for the Goods that the Customer ordered and is indicated in the Order, as well as VAT or other taxes, fees;

GTC: these general terms and conditions.

Article II – General Provisions

  1. These GTC regulate:

    - the process of purchasing Goods by the Customer through the Portal

    - the conditions for the sale and purchase of Goods through the Seller's Portal

    - the rights and obligations of the contracting parties, i.e. the Seller and the Customer arising from the purchase contract concluded between these parties, the subject of which is the purchase and sale of Goods through the Provider's Portal

Article III – Order and Contract Conclusion

  1. The customer orders the Goods from the Seller through the Portal or via email communication with the Seller.

  2. The description of the specific Goods, its properties, availability, price are indicated on the Portal for the specific Goods or will be communicated to the Customer within the email communication.

  3. The customer orders the Goods from the Seller through the Portal, according to the instructions on the Portal or according to the instructions specified in the email communication with the Seller.

  4. After creating the Order, this Order will be registered in the Portal system. The Provider will send the following to the e-mail address of the Customer, which the Customer provided during registration on the Portal or otherwise notified the Provider:

    - Order confirmation with information about the Order and payment for the Order

    - the wording of the GTC, which is valid and effective at the time of creation of the Order by the Customer, or a link to the GTC listed on the Portal

    - Complaint Policy of the Seller, if it is not part of the GTC

  5. Delivery of confirmation of receipt of the Order is considered as the conclusion of the contract for the purchase of Goods, the subject of which is the delivery of the Goods specified in the Order for the price indicated there, all under the conditions contained in the Order.

  6. The customer undertakes to provide the Seller with reasonable cooperation aimed at the proper and timely delivery of the Goods (especially receipt of the ordered Goods).

  7. The minimum Order amount is one consumer package offered in the e-shop.

  8. The place of delivery of the Goods is exclusively in EU countries.

    Goods can only be purchased as a whole package, it is not possible to divide, weigh or repack individual packages.

  9. For orders over 40,- EUR with VAT, if the place of delivery is in Slovakia, shipping is free.

Article IV – Payment and Delivery Conditions

  1. The price for the Goods is specified in the Order or on the Portal. The price can be paid in the following ways:

    a) bank transfer, or

    b) direct deposit in the bank to the Seller's account,

    c) in cash in the case of payments up to 5,000 EUR.

  2. Prices are listed including VAT. For information purposes, the price without VAT is also shown.

  3. The Seller does not charge any fee for the payment of the Price. The price of packaging and shipping for delivery to the agreed place is added to the Order price. The cost of delivery is charged to the customer according to the applicable price list.

  4. The Customer undertakes to pay the Price within the period specified in the Order.

  5. Payment of the Price means the moment the Price is credited to the Seller's account or the handover of cash to the Seller, for which the Seller is obliged to provide the Customer with a tax receipt.

  6. In the event of the Customer's delay in paying the Price, a contractual late payment interest of 0.05% is set for each day of delay until the Price is paid in full.

  7. Discounts on prices for delivered Goods are provided by the Seller according to an individual agreement with the Customer. The Customer is not entitled to a discount. Prices of Goods are continuously updated, therefore the Seller reserves the right to change current prices due to reasons such as: beginning or end of promotions, clearance sales, special discounts, changes in purchase price, etc.

  8. The Seller undertakes to deliver the ordered Goods to the Customer within a period of no later than 5 working days from the payment of the Order Price or within 14 working days from the conclusion of the contract.

Article V - Complaints and Replacement Fulfillment

  1. The Seller is responsible only for proven defects of the delivered Goods. The delivered Goods are always without defects if their properties, content, and workmanship comply with the Order.
  2. If the Goods are delivered with defects that can be considered a material breach of contract, the Customer is entitled to a reasonable discount from the Price or to a new delivery of the Goods without defects free of charge, unless the contracting parties agree otherwise.
  3. The Customer is obliged to inspect the Goods upon receipt to see if the goods have any obvious defects. Upon discovering defects, the buyer is obliged to immediately notify the Seller of these, i.e., to mark and describe the defects on the delivery note or invoice and return the Goods to the Seller's driver, who will confirm the return of the claimed goods and the existence of defects with his signature. Obvious defects are considered to be:
    1. a) Obvious deviations from the characteristic general properties of fresh and quality goods.
    2. b) Missing quantity compared to the declared quantity on the relevant document.
    3. c) Delivery of goods other than those ordered.
    4. d) Mechanical damage to goods during transport.
  4. The Customer is obliged to report other defects immediately after their discovery within the warranty period of the goods. The Customer shall report the defects by submitting a report on defects to the sales representative or the Seller in writing, by telephone, or by email no later than 7 days after the delivery of the Goods, and when making a complaint, it is necessary to state:
    1. a) Unambiguous identification of the Customer (usually name and residence, or business name and registered office in the case of a legal entity)
    2. b) Type of claimed Goods
    3. c) Quantity of claimed Goods
    4. d) Reason for the complaint, date of delivery of the claimed Goods, and the number of the delivery note (or invoice).
  5. Complaint handling procedure:
    1. a) The claimed Goods must be properly stored by the Customer according to valid standards or according to the storage conditions specified on the packaging of the Goods.
    2. b) The Seller's sales representative will come to the Customer within 7 working days to handle the complaint. If the sales representative does not come to the Customer within 7 days of reporting the complaint, the Customer shall notify the Seller of this fact in writing within 3 days after the expiry of this period.
    3. c) A record will be made of the complaint procedure carried out, stating the method of handling the complaint.
    4. d)In the case of a justified complaint, the buyer has the right:
      1. i) to withdraw from the contract if the delivery of replacement Goods no longer has any meaning for the Customer
      2. ii) The Customer and the Seller's representative may agree on another method of handling the complaint (e.g., a reasonable discount, etc.).
  6. When handling a complaint by a sales representative, two copies of the complaint form must be issued. One copy remains with the Customer; the other must be handed over to the Seller.

Article IX – Final Provisions

  1. The relations not regulated by the Order and these GTC are subject to the relevant provisions of Act No. 102/2014 Coll. on consumer protection in the sale of goods or provision of services under a contract concluded at a distance or a contract concluded outside the seller's premises and on the amendment and supplementation of certain laws, Act No. 250/2007 Coll. on consumer protection and on the amendment of the Slovak National Council Act No. 372/1990 Coll. on offenses as amended, Act No. 22/2004 Coll. on electronic commerce and on the amendment and supplementation of Act No. 128/2002 Coll. on state control of the internal market in matters of consumer protection and on the amendment and supplementation of certain laws as amended by Act No. 284/2002 Coll., Act No. 40/1964 Coll. Civil Code as amended.

  2. The customer acknowledges that sending any data to the Portal is voluntary. The customer acknowledges that no personal data is collected on the Portal, as defined in Act No. 122/2013 Coll. on the protection of personal data as amended, and therefore the Seller bears no responsibility for their possible publication on the Portal in parts accessible to the public.

  3. Different agreements of the contracting parties in a specific contract, or Order, always take precedence over the provisions of these GTC.

  4. The customer declares that he has become acquainted with these GTC in an appropriate manner and undertakes to comply with them in full.

  5. These GTC come into force and effect on 01.01.2024.