Terms and Conditions

CannaCare.eu e-shop operator:

NAME: CannaBrands s.r.o.

ID: 09894195

ADDRESS: Revoluční 1202/20, Nové Město (Praha 1), 110 00 Praha

These terms and conditions are valid for the purchase of CannaCare s.r.o. in the online store CannaCare.eu. The conditions further define and specify the rights and obligations of the operator of the online store, which is the company CannaBrands s.r.o. a legal entity registered in the Commercial Register kept by the Municipal Court in Prague, C 344191/MSPH (hereinafter referred to as the “vendor”), and a customer (hereinafter referred to as the “customer”).

All contractual relations are concluded in accordance with the law of the Czech Republic. If the contracting party is a consumer, the relations not regulated by the business conditions are governed by the Civil Code (paragraph 1 of Act No. 89/2012 Coll.).


1. Key figures

Consumer contracts 

purchase contract, work contract, or other contracts according to the Civil Code, if the contracting parties are the consumer on the one hand and the supplier on the other hand,  vendor.


a legal person who, in concluding and performing a contract, acts in the course of his business or other entrepreneurial activity. It is an entrepreneur who directly or through other entrepreneurs supplies the buyer with products or provides services. The seller is CannaBrands s.r.o. legal entity registered in the Commercial Register kept by the Municipal Court in Prague, C 344191/ MSPH. The seller is a VAT payer.

Buyer, who is a consumer

a person who, in concluding and performing a contract, does not act within the scope of his business or other entrepreneurial activity. It is a natural or legal person who purchases products or uses services for a purpose other than doing business with those products or services.

Buyer, who is not a consumer

a person who, in concluding and performing a contract, acts in the course of his business or other entrepreneurial activity.

2. Contact details

Address: CannaCare s.r.o., Italská 438/36, Žižkov 130 00 Praha

We usually respond to emails within 5 hours, but no longer than 2 days.


3. Placing the order and and concluding the sale contact

The list of goods on the website www.cannacare.eu is a catalog of commonly supplied goods. The vendor does not guarantee the immediate availability of all displayed items. The availability of goods will always be confirmed after verification. To place an order, you must complete the registration properly. The customer is obliged to state the correct and complete postal and invoicing address to which the ordered goods are to be sent. Information on the individual technical steps leading to the conclusion of the contract is evident from the registration and ordering process. The customer has the opportunity to check all the entered information before sending the order. By placing an offer to sell goods on the website, the vendor expresses his will to enter into a purchase agreement for the goods, or services under the conditions set out. The purchase contract arises at the moment of delivery of the binding order of the customer to the vendor. From this moment, mutual rights and obligations arise between the customer and the vendor, which are defined by the purchase contract and business conditions, which are an integral part of this contract. The business conditions are on the website of the online store and thus their archiving and reproduction by the customer is enabled. By sending the order, the customer confirms that he has read the above terms and conditions and agrees with them without reservation. The customer is sufficiently informed of these terms and conditions before the actual execution of the order. The contract is written in Czech language, unless the circumstances on one of the sides says otherwise. The concluded contract (customer's order) is archived by the vendor for the purpose of its successful fulfillment and is not accessible to third parties. The costs of using means of distance communication (telephone, internet, etc.) for the execution of the order are in the normal amount, depending on the tariff of telecommunication services used by the customer and the customer pays for these compensations himself.

All prices listed on the company's website www.cannacare.eu are final prices including VAT. For payments to EU countries outside the Czech Republic, prices without a wholesale contract are also charged with VAT. Before sending the order, the total (final) price for the goods will be calculated, including related fees and discounts resulting from the current purchase price of the customer, and the customer will be asked to approve them.

Order cancellation

customers can cancel their order without giving a reason until it is confirmed by the vendor. In accordance with the provisions of § 1829 par. 1 of the Civil Code, the customer has the right to withdraw from the purchase contract within thirty (30) days of receipt of the goods (see below). The vendor has the right to reject the order if the customer repeatedly fails to fulfill its obligation to remove the goods and pay the purchase price. The vendor reserves the right to cancel the order if the customer has not received the goods from the forwarding company within 30 days of creating the order and has the right to charge the customer the costs associated with shipping.


4. The dispatch of goods

The purchase contract arises at the moment of delivery of the binding order from the customer to the vendor. After delivery of the order, the vendor will send the customer a confirmation of delivery of the order by email marked "Order confirmation CannaCare.eu".

Delivery time

The ordered goods will be dispatched in the shortest possible time by a contractual courier service, usually within 1-3 working days of receiving the order, depending on its availability and the operational capabilities of the vendor. The customer is informed about a possible extension of the delivery period through the official communication channels of CannaCare s.r.o. The goods are considered delivered to the address specified by the customer in his order.

Shipping method

Transport of the order to the specified address is provided by the vendor, throughout the Czech Republic, EU countries and the UK. The customer chooses the specific method of delivery himself. The current price list is given in point 5. "Shipping and payment" in these terms and conditions.

Payment method

The customer has several options to pay the purchase price for the goods. Methods of payment include the price including VAT. For payments to EU countries outside the Czech Republic, prices without a wholesale contract are also charged with VAT. The goods can be paid in full by prepayment using a credit or debit card through the payment gateway. The invoice for the goods will be sent to the customer electronically to the specified email address.

Taking over the goods

The customer undertakes to take over the ordered goods.

When accepting goods from the carrier, we recommend our customers to check whether the shipment is not damaged. In the case of mechanical damage of the packaging or the goods themselves, the customer is obliged to write a record of damage to the shipment in the presence of the carrier and have this fact confirmed by the carrier and take a photographic record. Based on the record made, the customer will be provided with a reasonable discount or new goods will be delivered. By signing the delivery note, the customer agrees to accept the goods and confirms that they arrived mechanically undamaged.


5. Transport and payment methods

Ordered goods from cannacare.eu can be delivered by one of the forwarding companies listed on our list of contracted carriers.

Price list of contracted carriers

The goods will be delivered to the contracted carrier on a working day between 8 am and 5 pm to the address provided by you. You can find the price of postage in the order form.


6. Return policy

In the event that the customer discovered a defect in the purchased goods during the warranty period, which was not caused by improper use, but a defect of the goods themselves, or the goods do not perform the function even if the instructions for use are followed, he has the right to claim the goods.


The warranty period begins when the goods are taken over by the customer. The vendor provides a guarantee for the delivered goods stipulated by the Civil Code, which is 24 months. The warranty period is extended by the time for which the goods were under warranty repair, when the claimed goods were subjected to tests and all analyzes necessary for the acceptance or rejection of the complaint. If the item is replaced, a new warranty of 24 months begins to run.


The warranty covers manufacturing defects of the goods or other defects that were not caused by unprofessional or careless handling, use of the product contrary to its purpose or mechanical damage. The warranty does not cover normal wear and tear of the goods (or its parts) caused by use and goods that have expired.


Lack of conformity with the contract of sale

If the goods are not in the advertised state with the purchase contract upon acceptance by the customer (hereinafter "conflict with the purchase contract"), the customer has the right to sell the goods free of charge and without undue delay to the condition corresponding to the purchase contract, as required. the customer either by exchanging the goods or by repairing them; if such a procedure is not possible, the customer may request to withdraw from the contract. 

This does not apply if the customer knew about the conflict with the purchase contract before taking over the goods or caused the conflict with the purchase contract himself. A discrepancy with the purchase contract, which manifests itself within six months from the date of receipt of the goods, shall be deemed to be a conflict already existing at the time of its receipt, unless it contradicts the nature of the goods or unless proven otherwise.

Goods can be claimed only if:

1) the content of the purchased goods contains min. 85% of the original package volume.

2) the goods are not after the expiration date

The defect of the goods is not a weight deviation, if it does not exceed 10%

Compliance with the purchase contract means, in particular, that the goods sold are defective when taken over by the customer, that the quality and useful properties required by the contract, described by the vendor, manufacturer or his representative, or expected on the basis of advertising, or quality and useful properties for goods of the kind customary, complying with the requirements of the legislation, corresponding in quantity, measure or weight and corresponding to the purpose stated by the vendor for the use of the thing or for which the goods are normally used.


The claim procedures

If the customer wants to complain about goods purchased in the CannaCare online store, we recommend that you notify us immediately via email to: poradna@cannafamily.cz or via telephone. 

In the back office profile of the consultant, you can download and fill in the "Complaint form" which will facilitate the whole process. The completed form contains: the name of the customer, ID number, advisor number, address, telephone, email, invoice number, detailed description of the defect or deficiency, or a description of how the defect (deficiency) arose or manifested itself. If you are complaining about the goods in another way, it is advisable to state these facts as well. Accepted goods will be tested only for the specified defect. Sending a "Complaint Form" will significantly facilitate the identification of the shipment and faster processing of the request. Shipments for which it is not clear why they were sent to us will be returned to the sender. 

The customer sends the claimed goods to the address: Italská 438/36, 130 00 Prague 3-Žižkov. Complained goods sent from the customer to CannaCare s.r.o. cash on delivery will not be accepted and will be returned to the addressee.

We highly recommend you to send the goods in a suitable transport package, because the vendor is not liable for any mechanical damage before receiving the goods. In the case of a justified complaint, the customer has the right to reimbursement of the costs of making a complaint in the amount necessary for safe delivery (the customer must provide proof of this transport). In the case of an unjustified complaint, the customer is not entitled to reimbursement of its costs associated with the settlement of the complaint and at the same time the vendor is not entitled to reimbursement of costs incurred on his part (unless the customer has claimed that it was an abuse of consureceiptmer rights).

Processing the claims

The vendor will decide on the complaint immediately, in complex cases within 5 working days from the acceptance of the claimed goods. This period does not include the time appropriate to the type of product needed for a professional assessment of the defect. Complaints, including defects, will be settled without undue delay, no later than 30 calendar days from the date of the complaint, unless the vendor and the customer agree otherwise. The vendor will notify the customer of the result of the complaint by email. After the expiration of this period, the customer has the same rights as if it were a defect that can not be removed and the vendor is obliged to send the customer new goods.


7. The withdrawal

In accordance with the provisions of § 1829 par. 1 of the Civil Code, the customer has the right to withdraw from the purchase contract, in the case of our online store within thirty (30) days of receipt of the goods without giving reasons and any penalty. However, the goods must not be opened or violated in any way.

The vendor's right to withdraw

The vendor is authorized to withdraw from the contract only until the moment of dispatch of the goods, and only in case of unavailability of the goods. However, before withdrawing, the vendor is always obliged to contact the customer in order to agree on further action.

Procedure in case of withdrawal from the contract

The customer may withdraw from the contract by notifying the vendor of this fact, electronically to the email address of poradna@cannafamily.cz, in writing or otherwise no later than the 30th day after acceptance of goods.

For easier processing of withdrawal from the contract, state:

  •  the name of the customer,
  • ID number, 
  • partner number, 
  • address, 
  • telephone, 
  • email, 
  • invoice number. 

Upon withdrawal, we recommend stating the order number, date of purchase and enclosing a copy of the receipt in the cover letter or email. Shipments that do not show why they were sent to us will be returned to the sender. Products must contain at least 85% of the original content.

In the event of withdrawal from the purchase contract according to the business conditions, the purchase contract is canceled from the beginning.

The goods must be returned to the vendor within fourteen (14) days of withdrawal from the contract to the vendor.

If the customer withdraws from the purchase contract, the customer bears the costs associated with the return of goods to the vendor, even if the goods can not be returned due to its nature by regular mail. In the event of withdrawal from the contract, according to the terms and conditions, the vendor will return the funds received from the customer within fourteen (14) days by transferring funds to the customer's account. The vendor is also entitled to return the performance for goods sent by the customer in another way, if the customer agrees, by issuing a credit note - prepayment for another order. If the customer withdraws from the purchase contract, the vendor is not obliged to return the funds received to the customer before the customer returns the goods.

If a gift is provided to the customer together with the goods, it is considered that the gift is part of the product and if the customer withdraws from the purchase contract, the customer is obliged to return the provided gift to the vendor together with the goods.

The Czech Trade Inspection Authority, with its registered office at Štěpánská 567/15, 120 00 Prague 2, Company Identification Number: 000 20 869, Internet address: http://www.coi.cz, is responsible for the out-of-court settlement of consumer disputes arising from the purchase contract.

8. Personal data protection

By concluding the purchase contract, the customer gives the vendor consent for the processing and collecting of his personal data. The vendor processes personal data of customers in accordance with Act No. 101/2000 Coll., On Personal Data Protection, as amended, in the vendor's database in full respect of the administrator's obligations under § 5 of Act No. 101/2000 Coll., On Personal Data Protection. personal data, as amended. The processed data are fully protected by a functional internal data protection system. With the consent of the customer, the vendor collects the customer's personal data - specifically: name, address, telephone number and email, until the revocation of this consent by the customer.

If the customer expresses his consent, the vendor may send him via email and telephone commercial communications news, offers, advertisements and offer participation in surveys and market research. The customer has the right to access his personal data and the right to correct them, including other legal rights to this data. The customer may revoke his consent to the storage and processing of personal data or the sending of commercial communications at any time, after logging in at the consultant's office.

The vendor is not entitled to provide personal data about the customer to third parties. 

Exceptions are:

External carriers to whom customers' personal data are transferred to the minimum extent necessary for the smooth delivery of goods.

9. Final provisions

These terms and conditions are valid as stated on the website of the vendor, on the day of sending the electronic order to the customer.

These business conditions take effect on 1 May 2020. Changes in the business conditions are reserved.