Terms and Conditions

Terms and Conditions for Consumers

Introductory Provisions

These Terms and Conditions (hereinafter referred to as "T&C") of the commercial company LYRA GROUP s.r.o., with its registered office at Pri parku 1, Ivanka pri Nitre 951 12, ID No.: 44 473 826, registered in the Commercial Register of the Nitra District Court, Section: Sro, File No.: 23414/N, contact details: phone: +421 ..., email: ...@..., govern the mutual rights and obligations of the contracting parties arising in connection with or based on a purchase contract (hereinafter referred to as the "purchase contract") concluded between the Seller and another natural person – a consumer, who purchases or plans to purchase Goods offered in the Seller’s online store. The Seller’s online store is located at the internet address https://eshop.lyrachocolate.com/.

These T&C further regulate the rights and obligations of the contracting parties when using the Seller’s website located at https://eshop.lyrachocolate.com/ (hereinafter referred to as the "online store") and other related legal relationships.

For specific offers of Goods and/or services promoted in the online store, conditions different from these T&C may be specified. Such different conditions take precedence over these T&C.

These T&C apply to a purchase contract concluded through the online store between the Seller and the Buyer, who is a consumer. A purchase contract concluded through the online store between the Seller and a Buyer who is an entrepreneur is governed by separate terms and conditions for entrepreneurs and the provisions of Act No. 513/1991 Coll., the Commercial Code.

The supervisory authority to which the Seller’s activities are subject: Slovak Trade Inspection (SOI), SOI Inspectorate for the Nitra Region, Staničná 9, P. O. BOX 49A, 950 50 Nitra 1, Supervision Department, phone: 037/772 02 16.

These T&C have been drafted primarily in accordance with the provisions of Act No. 40/1964 Coll., the Civil Code, as amended (hereinafter referred to as the “Civil Code”), Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts (hereinafter referred to as the “Consumer Protection Act”), Act No. 22/2004 Coll. on Electronic Commerce, as amended (hereinafter referred to as “Act No. 22/2004 Coll.”), Act No. 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes, as amended (hereinafter referred to as “Act No. 391/2015”), and Act No. 18/2018 Coll. on Personal Data Protection and on Amendments to Certain Acts, as amended (hereinafter referred to as the “Personal Data Protection Act”).

Definition of Basic Terms

The Seller is the company LYRA GROUP s.r.o., with its registered office at Pri parku 1, Ivanka pri Nitre 951 12, ID No.: 44 473 826, registered in the Commercial Register of the Nitra District Court, Section: Sro, File No.: 23414/N;

The Buyer is a natural person who is a consumer;

A Consumer is a natural person who, when concluding and performing a purchase contract, does not act within the scope of their commercial activity, entrepreneurial activity, employment, or profession;

Goods refer to products offered for sale on the online store’s website.

Customer Account

If the Buyer wishes to take advantage of the discount and bonus system provided by the Seller and simplify the process of placing orders, the Buyer may register in the online store and create a customer account.

During registration, the Buyer shall duly and accurately complete the registration form available in the online store, providing all the information necessary for the future creation of orders for the delivery of Goods, i.e., the Buyer’s name and surname, exact delivery address, phone number, email address (which will later be used as the login name), password, and confirmation that the Buyer has read these T&C, the Personal Data Protection and Cookies Policy, and agrees with the content of both documents. It is in the Buyer’s interest to create a sufficiently secure password to protect their customer account. The Buyer is obliged to keep this password confidential and not share it with others. The Buyer is fully responsible for all actions performed through their customer account.

The Buyer is obliged to inform the Seller without undue delay if they suspect their password has been compromised or disclosed to a third party. In case of reasonable concern that the Buyer’s customer account is or may be misused, the Seller is entitled to block the Buyer’s account or request the Buyer to change their password. The Seller is not liable to the Buyer for any damage resulting from the disclosure or misuse of their password.

Conclusion of the Purchase Contract

When purchasing Goods, a Buyer who is not registered in the online store is obliged to correctly and truthfully fill in all required information in the relevant order form. For a Buyer with a customer account, the basic information will be automatically pre-filled upon logging into the account.

The online store contains a list of Goods offered for sale by the Seller, including the prices of individual items. The prices of the offered Goods include value-added tax (VAT), but do not include the costs associated with the delivery of Goods. The offer to sell Goods, including their prices, remains valid for as long as the Goods are displayed in the online store. This provision does not limit the Seller’s ability to conclude a purchase contract with the Buyer based on individually negotiated terms.

To conclude a purchase contract, the Buyer selects the desired quantity of the offered Goods, specifies the delivery address, and, if applicable, provides information important for the handover of the order. The delivery cost will be added to the final purchase price of the order after entering the address, unless the Buyer is entitled to the “Free Shipping” service, the conditions of which are specified in the online store itself.

Before sending the order to the Seller, the Buyer has the opportunity to check and modify the information entered in the order form (cart), including the ability to identify and correct errors made when entering data into the order. The Buyer sends the order to the Seller by clicking the “Order with Payment Obligation” button. As part of creating the order, the Buyer also confirms that they have read these T&C and agree that the purchase contract concluded with the Seller will be governed by them.

The purchase contract is considered concluded upon the Seller’s binding acceptance of the Buyer’s proposal to conclude the purchase contract, which takes the form of a completed and submitted form in the Seller’s online store (hereinafter referred to as the "Order"), which must include all the information specified in the online store’s order form. The Seller’s binding acceptance of the Buyer’s Order is considered to be the Seller’s email confirmation of the order’s acceptance, labeled as “Order Confirmation.”

Under the purchase contract, the Seller undertakes to deliver the Goods that are the subject of the purchase to the Buyer, and the Buyer undertakes to accept the Goods and pay the Seller the purchase price.

The Buyer agrees to the use of remote communication means when concluding the purchase contract. The costs incurred by the Buyer when using remote communication means in connection with the conclusion of the purchase contract (e.g., internet connection costs, telephone call costs, etc.) are of standard amount, dependent on the Buyer’s telecommunication service tariff, and the Buyer bears these costs themselves.

The purchase contract is considered invalidly concluded if there has been misuse of personal data, misuse of a payment card, or due to intervention by an administrative or judicial authority, and the Buyer will be informed of such a procedure. The Buyer acknowledges that in such cases, the purchase contract cannot be validly concluded.

Delivery of Goods

The delivery of ordered Goods is carried out in the following ways: (i) shipping via a courier service or (ii) personal pickup at the Seller’s premises.

The Seller undertakes to deliver the Goods to the Buyer no later than 30 days from the moment of acceptance of the Buyer’s Order, with a more precise delivery time specified by the Seller to the Buyer after receiving the Goods Order. The Buyer undertakes to accept the ordered Goods at the time notified by the Seller at the address specified in the Order.

The Seller reserves the ownership right to the Goods, and therefore the Buyer becomes the owner only after full payment of the purchase price.

If, due to reasons on the Buyer’s side, it is necessary to deliver the Goods repeatedly or in a different manner than specified in the Order, the Buyer is obliged to reimburse the Seller for the costs associated with the repeated or alternative delivery method.

Upon receipt of the Goods, the Buyer is advised to check the physical integrity and completeness of the shipment. If the shipment is visibly damaged or destroyed, the Buyer is obliged to notify the Seller immediately without accepting the shipment and, together with the transport company, draw up a damage report for the shipment. Later claims of this kind will only be recognized if the Buyer proves that the claimed defects were present at the time of receipt. For personal pickup at the Seller’s premises, the Buyer is obliged to check the contents of the package, as for subsequent claims, the Buyer must prove the incompleteness of the package at the time of receipt.

The risk of damage to the Goods passes to the Buyer at the moment of receipt of the Goods by the Buyer or their authorized representative.

Price of Goods and Payment Terms

The current price of the Goods is listed in the online store. The price of the Goods in the online store may be changed by the Seller at any time without stating a reason.

The Buyer is obliged to pay the Seller the price of the Goods agreed in the purchase contract as well as the costs of delivering the Goods. Prices listed in the online store include VAT. Prices include any recycling and/or deposit fees, if applicable to the Goods, but do not include the costs associated with the delivery of the Goods.

The purchase price for the Goods and any costs associated with the delivery of the Goods can be paid by the Buyer to the Seller in the following ways:

Cash or payment card upon receipt of the Goods at the pickup point,
Cash to the courier upon receipt of the Goods via cash on delivery,
Advance payment by bank transfer (based on an invoice sent to the Buyer’s email with payment details),
Payment card via a payment gateway.

The Buyer has the right to choose their preferred payment method for the Goods offered in the online store. Along with the purchase price for the Goods, the Buyer is obliged to pay the Seller the costs associated with the delivery of the Goods in the agreed amount, which depends on the delivery method chosen by the Buyer. Unless expressly stated otherwise, the purchase price also includes the costs associated with the delivery of the Goods.

In the case of payment by bank transfer, the Buyer is obliged to pay the purchase price of the Goods together with the variable and specific payment symbol. For cashless payments, the Buyer’s obligation to pay the purchase price is fulfilled upon crediting the relevant amount to the Seller’s bank account.

The Goods will be shipped to the Buyer only after payment of the relevant purchase price, except for purchases via cash on delivery.

By sending the Order or paying the price of the Goods, whichever occurs earlier, the Buyer agrees to invoicing in the form of an electronic invoice. The electronic invoice is a tax document pursuant to Section 71(1) of Act No. 222/2004 Coll. on Value Added Tax, as amended. The Seller will send the electronic invoice via email to the email address provided by the Buyer in the Order.

Withdrawal from the Contract

The purpose of the right to withdraw from the contract under the Consumer Protection Act is to provide the Buyer with the opportunity to inspect the Goods under the same conditions as is customary when purchasing Goods in a physical store, i.e., to test the Goods to ascertain their properties and functionality.

The Buyer is entitled to withdraw from the purchase contract within fourteen (14) calendar days from the receipt of the Goods without stating a reason, or even before the withdrawal period begins. The Buyer is obliged to return or hand over the Goods to the Seller, including documentation, warranty certificate, proof of payment, and, if possible, in the original packaging, no later than 14 days from the date of withdrawal.

The Buyer may exercise the right to withdraw from the contract with the Seller in writing (at the Seller’s registered office address) or by sending an email to: ....@...., and it is recommended to use the sample withdrawal form available at the following link: ..... .

When withdrawing from the contract, the Buyer bears the direct costs of returning the Goods to the Seller, including the costs of returning Goods that, due to their nature, cannot be returned via mail.

The Buyer bears the costs associated with restoring the Goods to their original condition if the Goods are damaged or show signs of wear. If the returned Goods are damaged, non-functional, incomplete, or show signs of wear and use, i.e., the value of the Goods is reduced due to handling beyond what is necessary to ascertain their properties and functionality, the Seller is entitled to claim compensation from the Buyer for the cost of repairing the Goods.

Upon compliance with the above obligations of the Buyer, the Seller will take back the Goods and, after checking the quantity and condition of the returned Goods, will refund the Buyer the price paid for the Goods, including transportation, delivery, and postage costs, and other fees, within 14 days from the date of withdrawal, using the same payment method used by the Buyer, unless otherwise agreed between the Buyer and the Seller. The Seller is not obliged to reimburse the Buyer for additional costs if the Buyer explicitly chose a delivery method other than the cheapest standard delivery method offered by the Seller. Additional costs refer to the difference between the delivery costs chosen by the Buyer and the costs of the cheapest standard delivery method offered by the Seller.

The Goods offered by the Seller in the online store primarily consist of food products. The Buyer is not entitled to withdraw from a distance purchase contract in cases specified in Section 19(1) of the Consumer Protection Act, which, in the case of Goods offered by the Seller, may include, in particular, a purchase contract for:

Goods sealed in protective packaging that are not suitable for return due to health protection or hygiene reasons and whose protective packaging has been broken after delivery;
Goods that are subject to rapid deterioration or spoilage;
Goods that, due to their nature, may be inseparably mixed with other Goods after delivery.

If the Buyer withdraws from the purchase contract, any supplementary contract related to the contract from which the Buyer withdrew is also canceled from the outset. If a gift was provided to the Buyer with the Goods, the gift agreement between the Seller and the Buyer is concluded with a condition that if the Buyer withdraws from the purchase contract, the gift agreement for the provided gift ceases to be effective, and the Buyer is obliged to return the provided gift along with the Goods.

The Seller is entitled to withdraw from the purchase contract in the event of an obvious error in the price of the Goods caused by a mistake in writing or calculation originating from the operation of the online store’s electronic platform (i.e., a price clearly different from the usual price for that type or kind of Goods). An obvious error in the price of the Goods may be considered a significantly low price without indication that it is part of a sale or other discount promotion. This provision also applies analogously to the refusal (cancellation) of the Buyer’s Order.

The Seller is also entitled to withdraw from the purchase contract (i) due to the unavailability of the Goods, if the Seller, despite all reasonable efforts, is unable to deliver the Goods to the Buyer within the period specified in these T&C (impossibility of performance) or (ii) due to reasons of force majeure. In such cases, before proceeding with withdrawal from the purchase contract, the Seller will attempt to agree with the Buyer on a change to the agreed delivery conditions. This provision also applies analogously to the refusal (cancellation) of the Buyer’s Order.

Complaint Procedure - Complaint Conditions, Liability for Defects, Warranty Conditions

If any defect (in quantity, quality, weight, or any other property of the sold Goods) arises in the purchased Goods that is in conflict with the purchase contract, the Buyer is entitled to report the defect to the Seller (hereinafter referred to as “reporting a defect” or “complaint”). A written complaint shall include, in particular:

(a) Identification details of the Buyer, including name, surname, and delivery address;

(b) Precise and clear identification of the Goods subject to the complaint;

(d) The Buyer’s choice of claim from liability for defects under Section 623 of the Civil Code;

(e) Date of the complaint and the Buyer’s handwritten signature.

Along with reporting the defect, the Buyer is obliged to provide the Seller with proof of purchase of the Goods. For proper assessment of the reported defect, the complained Goods must be clean, complete, and in compliance with hygiene regulations or generally applicable hygiene principles.

The Buyer is entitled to report a defect in the Goods in person at the Seller’s premises (at the Seller’s registered office address) or by sending a written complaint to the Seller’s registered office address along with the complained Goods. The Seller reserves the right not to accept complained Goods sent to the Seller via cash on delivery.

The Seller is liable for any defect in the sold Goods at the time of delivery that becomes apparent within two years from the delivery of the Goods (hereinafter referred to as the “statutory warranty period”). For food products, the statutory warranty period refers to the expiration date or the minimum durability date indicated on the packaging. If a use-by date is indicated on the sold Goods, their packaging, or accompanying instructions, the warranty period does not end before the expiration of this date.

The Seller is not liable for defects in the Goods if:

(a) The Buyer caused the defect themselves (e.g., due to improper storage of the Goods);

(b) The Buyer was aware of the defect before taking possession of the Goods or was expressly and clearly informed of the defect, and a discount on the purchase price was provided due to the defect;

(e) The defects were caused by unauthorized interference with the Goods or their components;

(f) The Goods are complained about after the expiration of the warranty period or another period during which the Goods are expected to retain their specific properties (expiration date or minimum durability date).

The statutory warranty period begins upon the Buyer’s receipt of the Goods. The period from the submission of the complaint until the time the Buyer was obliged to retrieve the repaired Goods is not included in the warranty period. The Seller is obliged to issue the Buyer a confirmation of when the right was exercised, as well as of the repair and its duration.

The Buyer may exercise rights from liability for defects only if the defect is reported within two months of its discovery, no later than the expiration of the statutory warranty period. Complaints about defects in Goods that spoil quickly must be submitted by the Buyer no later than the day following the purchase, otherwise the Buyer’s rights from liability for defects expire.

The Seller shall issue the Buyer a confirmation of receipt of the complaint or reported defect immediately upon its proper submission, either in writing or via email. The Seller shall specify in the confirmation the period within which the defect will be remedied. This period may not exceed 30 days from the date of reporting the defect, unless a longer period is justified by an objective reason beyond the Seller’s control.

The Buyer has the right to choose whether the defect is remedied by replacing the item or repairing it. The Buyer may not choose a method of remedying the defect that is impossible or that would cause the Seller disproportionate costs compared to the alternative method, considering all circumstances, particularly the value the item would have without the defect, the severity of the defect, and whether the alternative method would cause significant inconvenience to the Buyer. The Seller may refuse to remedy the defect if repair or replacement is impossible or would require disproportionate costs considering all circumstances.

The Seller shall repair or replace the item within a reasonable period (Section 507(1) of the Civil Code) after the Buyer reports the defect, free of charge, at their own expense, and without causing significant inconvenience to the Buyer, considering the nature of the item and the purpose for which the Buyer required it.

For the purpose of repair or replacement, the Buyer shall hand over or make the item available to the Seller. The Seller bears the costs of retrieving the item.

If the Seller refuses liability for defects, they shall inform the Buyer of the reasons in writing. If the Buyer proves the Seller’s liability for the defect through an expert opinion or professional statement issued by an accredited, authorized, or notified person, the Buyer may report the defect again, and the Seller may not refuse liability for the defect.

The availability of Goods is subject to stock levels, and the Seller does not guarantee the availability of Goods, even if the online store system indicates the Goods as “in stock.” Upon receiving each Order, the Seller checks the current stock status, reserves the ordered Goods for the Buyer, and only then confirms the Order and concludes the purchase contract. If it is not possible to fulfill the Order for any reason, the Buyer will be informed via email to the contact address provided in the Order.

Protection of Intellectual Property Rights, Misuse of the Online Store, Availability of the Online Store

The Buyer acknowledges that the software and other components forming the online store are protected by copyright. The Buyer undertakes to use the online store solely for their own needs and further undertakes not to engage in any activity that could allow them or third parties to interfere with or use (e.g., store, modify, distribute) the software or other components forming the online store.

The Buyer is not entitled to use mechanisms, software, or other procedures that could negatively affect the operation of the online store when using it. The online store may only be used to the extent that does not infringe the rights of other customers and is consistent with the purpose of the online store.

The Buyer acknowledges that the Seller does not guarantee uninterrupted, error-free, or secure operation of the online store, as issues may arise due to technical reasons. The Seller is not liable for errors resulting from third-party interference with the online store or from its use contrary to its purpose.

The Seller is not liable for any damages arising in connection with the use of services, information, or data downloaded from the online store, i.e., for errors, omissions, interruptions, failures, delays, computer viruses, lost profits, or loss of data of the Buyer or any third party using the online store, unauthorized access to transmissions and data of such persons, alteration of such data, or other material or immaterial losses.

Personal Data Protection

Information about the protection of the Buyer’s personal data can be found at this link: ... .

Final Provisions

In case of any problems, questions, comments, suggestions, or complaints, the Buyer may contact the Seller by sending an email to the Seller’s email address: .......@.......... or by phone at: +421 .......... .

If the Buyer, who is a consumer, is dissatisfied with the handling of their complaint or believes that the Seller has violated their rights, they have the right to request redress from the Seller (via email to .......@..........). If the Seller responds to this request negatively or does not respond within 30 days of its submission, the Buyer has the right to submit a proposal for alternative dispute resolution to an alternative dispute resolution entity (hereinafter referred to as “ADR entity”) pursuant to Act No. 391/2015 Coll. ADR entities are authorities and authorized legal entities under Section 3 of Act No. 391/2015 Coll. The ADR entity is the Slovak Trade Inspection, Bajkalská 21/A, 827 99 Bratislava 27, or another relevant authorized legal entity listed in the register of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic (the list is available at https://www.mhsr.sk/obchod/ochrana-spotrebitela/alternativne-riesenie-spotrebitelskych-sporov-1/zoznam-subjektov-alternativneho-riesenia-spotrebitelskych-sporov-1). The Buyer may submit the proposal in the manner specified under Section 12 of Act No. 391/2015 Coll., or via the Slovak Trade Inspection website.

The Buyer declares that before completing or submitting the Goods Order, they have read these T&C and the personal data protection policy and agree with them.

The Seller and the Buyer agree that they fully recognize remote communication – telephone and electronic communication, particularly via email and the internet – as valid and binding for both contracting parties.

If any provision of these T&C is invalid or ineffective, or becomes so, the Seller and the Buyer will agree on an adjustment to the contractual relationship that most closely approximates the invalid provision. The invalidity or ineffectiveness of one provision does not affect the validity of the other provisions of these T&C. Changes and amendments to the purchase contract or T&C require written form.

The Seller reserves the right to amend or supplement these T&C at any time. Amendments and supplements to the T&C take effect on the day of their publication on the Seller’s website. On the day of publication of the new T&C, the previous T&C lose their effect. Amendments and supplements to the T&C do not apply to the rights and obligations of the Buyer arising from purchase contracts concluded before the new T&C take effect. For the avoidance of doubt, it is stipulated that the purchase contract is always governed by the version of the T&C in effect at the time of its conclusion.

The mutual relations between the Seller and the Buyer are governed, in addition to these T&C, by the relevant generally binding legal regulations of the Slovak Republic, in particular the provisions of the Civil Code, the Consumer Protection Act, Act No. 22/2004 Coll., Act No. 391/2015 Coll., and the Personal Data Protection Act.

These T&C are valid and effective from ....... 2025 and replace the previous version of the T&C, which took effect on January 1, 2024.