Terms & Conditions

These General Terms and Conditions ("Terms") govern all business relationships between SUPPORT GROUP s.r.o. and its customers. By placing an order or registering as a wholesale customer, you agree to these Terms in full. Last updated: March 2025.

1. Seller Information

SUPPORT GROUP s.r.o.
Registered office: Radlická 663/28, Praha 5 – Smíchov, 150 00, Czech Republic
Warehouse / dispatch address: Dluhonská 1391/41, Přerov 750 02, Czech Republic
Company ID (IČO): 02875951  ·  VAT: CZ02875951
E-mail: sales@supportgroup.cz
Phone: +420 776 093 235

2. Scope and Applicability

These Terms apply exclusively to B2B (business-to-business) transactions. Only registered companies, sole traders and other legal entities may place orders. SUPPORT GROUP s.r.o. does not sell to end consumers (B2C).

These Terms take precedence over any terms and conditions of the customer unless explicitly agreed otherwise in writing by an authorised representative of SUPPORT GROUP s.r.o.

3. Registration and Customer Account

Access to wholesale pricing and ordering requires prior registration. During registration you must provide accurate and complete company details, including a valid IČO (Czech company registration number) or equivalent for foreign entities.

You are responsible for maintaining the confidentiality of your login credentials and for all activity carried out under your account. Notify us immediately at sales@supportgroup.cz if you suspect unauthorised access.

We reserve the right to decline or terminate any registration at our sole discretion, particularly in cases of suspected fraud or breach of these Terms.

4. Orders and Contract Formation

An order submitted via our platform, by e-mail or by phone constitutes a binding offer by the customer. A contract is formed only upon our written order confirmation (e-mail is sufficient).

We reserve the right to reject or partially fulfil any order, for example due to stock unavailability or pricing errors. In such cases we will notify you promptly and issue a full refund for any amounts already paid.

Order cancellation by the customer is only possible before the order has been dispatched. Cancellations must be submitted in writing to sales@supportgroup.cz.

5. Pricing and Payment

All prices are listed excluding VAT unless stated otherwise. The applicable VAT rate will be added at the point of invoicing in accordance with Czech law (Act No. 235/2004 Coll.).

Published prices are valid at the time of order confirmation. We reserve the right to update our price list at any time without prior notice; however, the price confirmed at order placement will be honoured.

Payment is due within the number of days stated on the invoice (standard term: 14 days from invoice date). In the event of late payment, statutory late payment interest applies at the rate set by the Czech Civil Code.

Ownership of goods passes to the customer only upon receipt of full payment.

6. Delivery

We dispatch orders from our warehouse in Přerov. Estimated delivery times are provided at the time of order confirmation and are indicative only. We are not liable for delays caused by carriers or circumstances beyond our control.

Shipping costs, if applicable, are stated separately on the order confirmation and invoice. Orders exceeding the free-shipping threshold communicated on our platform are dispatched without additional freight charges.

Risk of loss or damage to goods passes to the customer upon handover to the carrier.

Upon delivery, the customer must inspect the goods immediately and report any visible damage, shortage or discrepancy to the carrier and to us in writing within 2 business days.

7. Returns and Complaints

We accept returns only for goods that are defective, damaged in transit, or incorrectly supplied. Returns for other reasons (e.g. change of mind, overstocking) require our prior written approval and may be subject to a restocking fee.

To initiate a complaint or return, contact us at sales@supportgroup.cz within 14 days of delivery, providing the order number, a description of the issue and, where applicable, photographic evidence.

We will acknowledge your complaint within 3 business days and aim to resolve it within 30 days. Remedies may include replacement, credit note or refund at our discretion.

8. Warranties and Liability

Goods are covered by the manufacturer's warranty where applicable. Warranty claims must be submitted through us; we will liaise with the manufacturer on your behalf.

Our total liability for any claim arising out of or in connection with a sale shall not exceed the invoice value of the goods in question. We are not liable for indirect, consequential or lost-profit damages.

We make no warranty that the goods are fit for any particular purpose unless explicitly confirmed in writing.

9. Intellectual Property

All product descriptions, images, logos and other content on our platform are the property of SUPPORT GROUP s.r.o. or their respective owners. You may not reproduce, distribute or commercially exploit any content without our prior written consent.

10. Confidentiality

Both parties agree to keep confidential any pricing, discount structures, customer data and other non-public information exchanged in the course of the business relationship. This obligation survives the termination of any contract between the parties.

11. Force Majeure

Neither party shall be held liable for failure to perform its obligations if such failure is caused by circumstances beyond its reasonable control, including but not limited to natural disasters, war, government action, strikes, pandemics or supply-chain disruptions. The affected party must notify the other party in writing without undue delay.

12. Governing Law and Dispute Resolution

These Terms and all contracts formed under them are governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll. (Civil Code), excluding conflict-of-law rules.

The parties shall first attempt to resolve any dispute amicably. If no resolution is reached within 30 days of written notice, the dispute shall be submitted to the competent court in the Czech Republic.

13. Amendments

We reserve the right to amend these Terms at any time. The updated version will be published on this page. Continued use of our platform or placement of a new order after the effective date of an amendment constitutes acceptance of the revised Terms.

14. Contact

SUPPORT GROUP s.r.o.
E-mail: sales@supportgroup.cz
Phone: +420 776 093 235
Address: Radlická 663/28, Praha 5 – Smíchov, 150 00, Czech Republic