Terms and Conditions
Terms and Conditions
The important things first. Clearly and transparently.
We want shopping at Ekokoza to feel like working with a reliable partner. So before the full legal terms, here is a straightforward overview of the points customers usually need most.
The essentials
What you can expect from us.
This overview is here to make the main rules easy to find. The complete Terms and Conditions below contain the full details.
14 days from delivery
You may tell us that you wish to return your order within 14 days after it was delivered. You then have another 14 days to send it back.
Opened is fine. Used is not.
Opening the packaging alone is not a problem. The goods must not be used, contaminated or reduced in quantity and should be returned complete and safely packed.
We refund the standard delivery cost
For a valid withdrawal, we refund the goods and the cost of our least expensive standard delivery option. Contact us first: we can often arrange the return at our cost if you follow our return instructions.
Refunds within 5 working days
Once the returned goods reach us, we send the refund within 5 working days, using the original payment method unless we agree otherwise.
We handle carrier claims
Describe what happened and send us photographs where possible. We normally deal with the carrier ourselves and agree the most suitable solution with you.
Usually solved within 7 working days
We usually resolve complaints within 7 working days and no later than 14 calendar days after receiving the information reasonably needed to assess the case.
Complete terms
Terms and Conditions of Ekokoza.com
Seller
Naturele s.r.o.
Fryčovice 297, 739 45 Fryčovice, Czech Republic
Company details
Company ID: 17824516
VAT ID: CZ17824516
Commercial Register: Regional Court in Ostrava, Section C, File 95872
Online shop
www.ekokoza.com
Return address: Fryčovice 297, 739 45 Fryčovice, Czech Republic
1. Who these terms apply to
These Terms and Conditions apply to purchases made through Ekokoza.com by consumers, meaning natural persons buying outside their trade, business or profession.
They form part of the purchase contract between you and Naturele s.r.o. Any individual agreement confirmed by us takes priority over these terms.
The contract is concluded in English. We may update these terms for future orders; the version in force when you place your order applies to that order.
2. Orders and conclusion of the contract
The products displayed on the website are an invitation to place an order. By submitting an order, you make a binding offer to buy the selected goods.
The purchase contract is concluded when we send you an email confirming that we have accepted the order. An automatic acknowledgement of receipt does not by itself mean that the order has been accepted unless it clearly says so.
Before submitting the order, you can check and correct the information entered in the checkout.
We may refuse or cancel an order before dispatch if the goods are unavailable, the price or product information contains an obvious error, delivery is not possible, the order appears fraudulent, or fulfilling it would breach applicable law. If you have already paid, we will refund you without undue delay.
3. Prices and payment
Product prices include VAT where applicable. Delivery charges and any other payable costs are shown before you submit the order.
Available payment methods are displayed in the checkout and may include online card payment, Apple Pay, Google Pay, PayPal and payment by proforma invoice. We do not offer cash payment, cash on delivery, personal collection payment or third-party consumer credit on Ekokoza.com.
Unless stated otherwise, orders must be paid in full before dispatch. Electronic invoices are sent to the email address provided in the order.
Discounts and promotional codes cannot be combined unless the relevant offer states otherwise.
4. Delivery
We deliver to the countries and by the methods shown in the checkout. Delivery prices and estimated times depend on the destination, parcel weight, dimensions and contents.
Delivery dates are estimates unless we have expressly confirmed a guaranteed date. If delivery is significantly delayed, contact us and we will help arrange a solution in line with applicable law.
We remain responsible for the goods until you, or a third person designated by you, physically receive them. This does not apply where you independently arrange a carrier that we did not offer.
Please provide a complete and correct address and any information required by the selected carrier. Additional costs caused by incorrect details, repeated delivery or failure to cooperate may be charged only to the extent they are actual, reasonable and permitted by law.
5. Changing your mind: the 14-day right of withdrawal
You may withdraw from the purchase contract without giving a reason within 14 days after the goods are delivered. If one order is delivered in several parts, the period begins when the final part is delivered.
To meet the deadline, send a clear message to [email protected] before the 14-day period ends. You may also use our sample withdrawal form.
After telling us that you are withdrawing, send the goods back within a further 14 days.
If handling goes beyond what is reasonably necessary to inspect the nature and characteristics of the goods and reduces their value, we may make a proportionate deduction from the refund.
6. Return transport and refunds
Please contact us before sending anything back. Where available, we can arrange a return at our cost through a carrier and method chosen by us. To use this option, follow the return instructions we send you.
If you choose another return method without our prior agreement, you bear the direct return cost, unless the goods are defective, damaged, incorrect or the law requires us to pay.
For a valid withdrawal, we refund:
- the price paid for the returned goods; and
- the cost of the least expensive standard delivery method offered for the original order.
If you selected a more expensive or express delivery method, we do not have to refund the difference above the least expensive standard delivery cost.
We issue the refund within 5 working days after the returned goods reach us, and always within the mandatory legal deadline. We may wait until we receive the goods or you provide reliable proof that they have been sent back, whichever happens first.
The refund is made by the same payment method used for the order unless we agree another method that does not create additional costs for you.
7. Goods that cannot be returned under the statutory withdrawal right
The statutory 14-day withdrawal right does not apply where the law provides an exception, particularly to:
- goods made to your specifications or clearly personalised for you;
- goods liable to deteriorate or expire rapidly;
- goods that have been inseparably mixed with other items after delivery; and
- other products for which applicable consumer law expressly excludes the withdrawal right.
We will tell you before purchase where we consider that an exception applies.
8. Special orders, custom production and large quantities
If goods are genuinely produced, cut, blended, packed or otherwise prepared according to your individual specifications, or clearly personalised for you, the order becomes binding once accepted and paid and the statutory withdrawal right does not apply.
A large quantity of an otherwise standard product, ordered specially from our supplier because it is not normally held in stock, does not automatically become a custom-made product under consumer law. For consumer orders, any restriction on cancellation or return applies only where it is legally valid and was clearly explained before the order was placed.
For business customers, special-order and large-quantity goods sourced specifically for an accepted order are binding and non-cancellable once confirmed and paid, unless we agree otherwise in writing.
9. Uncollected and undeliverable parcels
Not collecting a parcel is not, by itself, a valid withdrawal from the contract. Please contact us clearly if you wish to cancel or withdraw.
If a parcel is returned because it was not collected, the recipient was unavailable, or the delivery information was incomplete or incorrect:
- for the first such case, we offer one courtesy resend without an additional delivery charge, provided the address is correct and the parcel has returned to us;
- if the same situation happens again, the actual new delivery cost must be paid before we resend the parcel.
If you prefer a refund and you validly exercise the statutory right of withdrawal, the normal withdrawal rules apply, including the refund of the least expensive standard delivery cost.
If there is no valid withdrawal, we may deduct or claim only the actual and reasonable costs caused by the failed delivery, to the extent permitted by applicable law. We do not charge an automatic contractual penalty.
10. Damaged, missing, incorrect or defective goods
If anything arrives damaged, is missing, differs from your order or appears defective, email us at [email protected]. Please describe what happened and, where possible, attach photographs of the product, the parcel and its packaging.
Photographs and prompt information help us resolve the matter with the carrier, but failure to provide them immediately does not automatically remove your legal rights.
We usually handle the carrier claim ourselves. Depending on the circumstances and your legal rights, we may agree with you on the most suitable solution, such as:
- sending replacement goods;
- adding the replacement to another order, if you agree;
- a proportionate refund reflecting the lost or damaged quantity;
- a full or partial refund;
- repair or replacement where appropriate; or
- a voucher for a future purchase, but only if you agree to it.
If tracking says that the parcel was delivered but you did not receive it, we may ask you to sign a short declaration of non-receipt. This allows us to complete the carrier claim and usually send a replacement parcel without waiting for the carrier’s final internal decision.
For a justified complaint, we bear the necessary return and replacement shipping costs.
11. How quickly we handle complaints
We aim to resolve most complaints within 7 working days. We will resolve them no later than 14 calendar days after receiving the complaint and the information reasonably necessary to assess it.
If an exceptional case objectively requires more time, we will explain why and agree the next steps with you. This service standard does not reduce any mandatory deadline or remedy available to you under applicable consumer law.
12. Legal guarantee and remedies
Consumers in the EU have a minimum two-year legal guarantee from delivery. National law in your country may provide additional protection.
If goods are not in conformity with the contract, you may be entitled to have them repaired or replaced free of charge. If that is impossible, disproportionate, not completed within a reasonable time, or would cause significant inconvenience, you may be entitled to a proportionate price reduction or to end the contract, subject to applicable law.
Our practical solutions described above do not replace or limit these statutory rights.
13. Using ingredients and DIY materials responsibly
Many Ekokoza products are ingredients or materials intended for further formulation and processing. Please follow the product description, safety information, recommended dosage, storage conditions and any applicable instructions.
Information, recipes and articles on our website are educational and do not replace medical, toxicological, regulatory or other professional advice.
To the extent permitted by law, we are not responsible for damage caused by incorrect storage, unsuitable combinations, exceeding recommended dosage, use contrary to instructions, contamination after delivery or a finished formulation created by the customer. This does not limit our responsibility for defective goods, incorrect information supplied by us, personal injury caused by our fault or any liability that cannot legally be excluded.
If you manufacture or sell finished products, you are responsible for testing, documentation, labelling and compliance with the legal requirements applicable to your finished product.
14. Business customers
A person ordering in the course of business or professional activity is not a consumer. Consumer-specific rights, including the statutory 14-day withdrawal right, do not apply to business purchases.
For business orders, an individual quotation, framework agreement or other written arrangement may supplement or replace these terms.
15. Personal data and commercial messages
We process personal data in accordance with our separate Privacy Policy. Marketing messages are sent only where there is a valid legal basis, and you may unsubscribe using the link in the message or by contacting us.
16. Applicable law and consumer protection
The contract is governed by Czech law. If you are a consumer living in another country, this choice does not deprive you of mandatory consumer protection that would apply in your country of residence.
Nothing in these terms limits rights that cannot legally be excluded or restricted.
17. Complaints and out-of-court dispute resolution
Please contact us first at [email protected]. We prefer to resolve disagreements directly and fairly.
The competent Czech entity for alternative dispute resolution of consumer disputes is the Czech Trade Inspection Authority:
Czech Trade Inspection Authority
Štěpánská 567/15, 120 00 Prague 2, Czech Republic
adr.coi.cz/en
You may also contact the European Consumer Centre in your country for help with a cross-border consumer dispute.
18. Final provisions
If any provision of these terms is invalid or unenforceable, the remaining provisions remain effective.
We archive purchase contracts electronically. They are not publicly accessible, but we will provide information about your order on request where reasonably possible and legally permitted.
These Terms and Conditions take effect on 4 August 2026.