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Terms and conditions of the online shop

Service provider:

CARUN PHARMACY s.r.o., registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 298159
Registered office: Novodvorská 1070, 142 00 Praha 4
ID NO.: 294 52 996
Contact email:
(hereinafter referred to as "Carun")

1. Who are we and what do we do?

1.1 Carun operates an online shop (hereinafter referred to as "e-shop") at, which offers cosmetic and food products made from hemp.

1.2 The contractual relationship between Carun and the Buyer is governed by these Terms and Conditions and the relevant legislation, in particular Act No. 89/2012 Coll., the Civil Code.

If you have any questions, please contact us at the following email address:;

2. Conclusion of the purchase contract

The following describes the process of concluding a purchase contract between the Buyer and Carun by means of an order on the e-shop and its subsequent course

2.1 The Buyer orders Carun products via the order form on the e-shop.

2.2 The order form contains the following information:

Selection of goods and pieces
Price and VAT amount
Method of payment
Details of the required method of delivery of the goods and related costs
Contact details including telephone number

Based on the provision of this information, an order is created (hereinafter referred to as "Order").

2.3 Prior to sending the Order to Carun, the Buyer shall be allowed to check and amend the data constituting the Order. The information provided by the Buyer in the Order shall be deemed to be current, true and accurate.

2.4 Upon receipt of an Order from the Buyer, Carun shall confirm receipt of the Order by email to the Buyer's email address provided in the Order or in the Buyer's user account.

2.5 The Purchase Contract between Carun and the Buyer is concluded when Carun receives confirmation of receipt of the Order at the forwarded email address.

2.6 The Ordered Products will be delivered to the Buyer normally within 10 working days, but no longer than 30 days from the conclusion of the Purchase Agreement. Carun reserves the right to withdraw from the Purchase Contract if the Products ordered are not in stock and cannot be stocked for technical reasons (beyond Carun's control).

2.7 According to the Sales Records Act, Carun is obliged to issue a receipt to the Buyer for payment in cash. At the same time, it is obliged to register the received sales with the tax authorities online; in the event of a technical failure, it must do so within 48 hours at the latest - unless otherwise provided for in the Act or its updates.

2.8 The product and price information provided by Carun is binding except in the case of manifest error. Prices are presented inclusive of all taxes (e.g. VAT within the EU) and charges, excluding delivery and packaging costs.

2.9 Upon conclusion of the Purchase Contract, the Buyer is obliged to take delivery of the Goods. If the Buyer does not take delivery of the goods delivered to the delivery address specified in the order, Carun shall be entitled to withdraw from the Purchase Agreement and the Buyer shall reimburse Carun for all costs incurred by Carun in connection with the dispatch of the goods as ordered by the Buyer.

2.10 The Purchase Agreement may be concluded in the languages that are set on the domains at For the Czech Republic, the contract/order is concluded in the Czech language. The domains and language versions of Carun's e-shop for individual countries may have different appearance, prices and conditions for shipping within the EU.

3. How does the user account work?

After registering and entering personal access information, including a password, the buyer can manage their orders at When registering, we ask the buyer to enter up-to-date details and to respect the user rules we have set within these terms and conditions or those required by the laws in force in each EU country.

3.1 After registration, the Buyer has access to their user interface ("User Account").

3.2 In the User Account, the Buyer shall provide all information correctly and truthfully and shall keep it up to date.

3.3 Access to the Buyer's User Account is always secured by a username and password.

3.4 The user account or website may not be available 24 hours a day. In particular, short-term downtime is possible due to necessary maintenance of hardware and software equipment or necessary maintenance of hardware and software equipment of our subcontractors.

3.5 Carun is entitled to cancel the Buyer's user account after prior notice if the Buyer violates the terms and conditions set by Carun or violates legal regulations or third party rights applicable in the Czech Republic or the EU.

4. What if the purchased goods have a defect?

4.1 The details are set out in the Complaint Policy, which is governed by the Civil Code Section 13 of the Consumer Protection Act. If the purchaser wishes to make a complaint about the delivered goods, he/she must contact Carun in writing at the following email address: Complaints are handled by the accounting department and we can help you on the phone + 420 606 045 006. Please find below detailed information regarding our complaint policy.

Complaint Policy

1) The Buyer is obliged to notify the Seller of the defect by means of a claim without undue delay after he could have discovered it with timely inspection and sufficient care, otherwise he may not be granted the rights due to a defect. If the minimum shelf life, expiry date or any other form of information of similar significance is marked on the sold item, its packaging or the instructions attached to it in accordance with specific legislation, a claim may be made within this period if it is a hidden defect. The claim may be made in writing via email or by sending it to the address of Carun. 

2) The warranty does not cover wear and tear caused by normal use. For items sold at a lower price, the warranty does not cover defects for which the lower price was agreed. If the defect becomes apparent within six months of receipt, the goods shall be deemed to have been defective upon receipt. This does not apply to goods bearing a best before date, an expiry date or any other form of information of similar significance.

3) Depending on the nature of the defect, the buyer has the following rights when making a claim:

If the defect is one that can be remedied, the buyer has the right to have it remedied free of charge, in a timely and proper manner, and the seller is obliged to remedy the defect without undue delay. If this is not disproportionate in view of the nature of the defect, the buyer may demand replacement of the item or, if the defect concerns only a part of the item, replacement of the part. If this is not possible, the buyer may demand a reasonable reduction in the price of the item or withdraw from the contract. If the defect is irremovable and prevents the proper use of the goods, the buyer has the right to have the defective goods replaced or to withdraw from the purchase contract; the same rights are granted to the buyer if the defect is removable, but if the buyer cannot use the goods properly because of the recurrence of the defect after repair or because of a greater number of defects. A defect shall be deemed to have recurred if the same defect preventing proper use, which has already been rectified at least twice during the warranty period, occurs again. A greater number of defects shall be understood if the item has at least three defects preventing its proper use at the same time. If the defects are other irremediable defects and the consumer does not request replacement of the item, he shall be entitled to a reasonable discount on the purchase price or to withdraw from the purchase contract.

4) The buyer shall inform the seller of his/her chosen right when making a claim or without undue delay after making a claim. The Buyer may not change the choice made without the consent of the Seller; this does not apply if the Buyer has requested the repair of a defect which proves to be irreparable. If the seller fails to remedy the defects within a reasonable period of time or if he notifies the buyer that he will not remedy the defects, the buyer may demand a reasonable discount on the purchase price instead of remedying the defects or may withdraw from the contract.

5) The seller shall inform the buyer of the status of the complaint.  

6) The Seller shall decide the complaint within 10 working days. This time limit does not include the time reasonable according to the type of product or service required for a professional assessment of the defect. The Seller shall settle the complaint including the removal of the defect without undue delay, at the latest within 30 days from the date of the complaint. After the expiry of this period, the consumer shall have the same rights as if it were a defect that cannot be remedied.

7) In the case of a justified complaint, the buyer is entitled to reimbursement of the costs associated with the complaint (in particular the postage costs paid by the seller when sending the claimed goods). In the event of withdrawal from the contract due to a defect in the goods, the consumer is also entitled to reimbursement of the costs of such withdrawal. In the event of an unjustified claim, the goods will be sent back to the customer at his expense. The costs associated with the transport of the goods to the customer after the settlement of a legitimate complaint are paid by the seller.

8) If the goods are replaced under warranty, the warranty period starts again from the receipt of the new product. After the settlement of a legitimate claim, the warranty period is extended by the duration of the claim procedure (this period starts on the day following receipt of the goods and ends on the date of settlement of the claim - not on the date of collection of the goods by the customer).

9) In the case of a justified claim, the buyer is entitled to reimbursement of the costs reasonably incurred in exercising this right; the buyer is obliged to claim these costs no later than one month after the expiry of the period for claiming.

10) The Czech Trade Inspection Authority, with its registered office at Štěpánská 567/15, 120 00 Prague 2, ID No.: 000 20 869, internet address:, or the dispute can be resolved online via a designated platform, is competent for the out-of-court resolution of consumer disputes arising from a purchase contract concluded between the seller and the customer. Buyers may also address a complaint to the Czech Trade Inspection Authority, the state supervisory authority for consumer protection.

11) The address for delivery by e-mail is:

12) Any questions, suggestions, comments or complaints can be addressed to The address for written communication, sending of withdrawal, return of goods and complaints is Carun Pharmacy s.r.o., Novodvorská 1070,142 00 Praha 4, Česká republika.

5. General provisions

5.1 Carun is entitled to change the terms and conditions in the future. If a change occurs, the terms and conditions will be published and updated on In the event that a dispute arises between the Buyer and Carun as a result of the use of the Service, the dispute will be decided by Czech courts under Czech law.

5.2 If the contractual relationship between the Buyer and Carun contains an international element, then we hereby agree that the applicable law shall be Czech law. Any disputes shall be settled by Czech courts.

5.3 If any provision of these Terms and Conditions is or becomes invalid or ineffective, then such invalidity or ineffectiveness shall not affect the validity of the remaining provisions.

These terms and conditions shall take effect on 1.1.2022