1. Seller and scope of these Terms
1.1 The Seller is TIENS SLOVAKIA, s.r.o., Company ID No. 35 846 895, Tax ID No. 2020289392, VAT ID No. SK2020289392, with its registered office at Námestie SNP 2093/13, 960 01 Zvolen, Slovak Republic, registered in the Commercial Register of the Municipal Court Bratislava III, Section Sro, File No. 27686/B (the “Seller” or “TIENS”).
1.2 Customer service and operating contacts: e-mail office@tienssk.sk, general e-mail info@tienssk.sk, telephone +421 2 4363 1977, contact address Kopčianska 14, 851 01 Bratislava, Slovak Republic. Online environment: https://tienssk.sk and https://b2c-sk.tiens.com.
1.3 These General Terms and Conditions (the “Terms”) govern the rights and obligations arising from distance purchase contracts concluded between the Seller and an individual acting outside his or her trade, business or independent professional activity (the “Consumer”).
1.4 These Terms apply only where TIENS SLOVAKIA, s.r.o. is expressly identified as the seller in the relevant shopping interface, order summary or before the order is submitted. If an independent distributor, TIENDA s.r.o. or another person is identified as the seller, the Consumer concludes the contract with that person and the identification details and terms displayed before ordering apply.
1.5 These Terms do not govern the contractual relationship between TIENS and an independent distributor acting in a business or distribution capacity. That relationship is governed by a separate agreement, the TIENS Policies and Procedures and other applicable documents.

 
2. Product information, prices and discounts
2.1 The main characteristics, composition or intended use of the goods, price, availability and any restrictions are stated with the relevant product in the online offer. Product images are illustrative where indicated; the product description is decisive.
2.2 Prices are stated in euros and include VAT and other taxes. Delivery, payment and other mandatory charges are shown to the Consumer before the order is submitted.
2.3 When announcing a price reduction, the Seller also states the prior price, which is generally the lowest price at which the goods were sold during the 30 days preceding the reduction; where the goods have been offered for a shorter period, it is the lowest price since sales began. This does not affect statutory exceptions, in particular for goods liable to deteriorate or expire rapidly.
2.4 An obvious pricing error does not create a right to receive goods at the erroneous price where the Consumer knew or, in the circumstances, should have known that it was an error. The Consumer will be informed without undue delay and any payment already received will be refunded.

 
3. User account
3.1 Where the online environment allows an account to be created, the Consumer must provide accurate and up-to-date information and protect login credentials against misuse.
3.2 TIENS may temporarily restrict or cancel an account if it is used unlawfully, fraudulently, contrary to these Terms or contrary to security rules. This does not affect the Consumer’s statutory rights arising from contracts already concluded.
3.3 The Consumer may request account deletion. Data that TIENS must retain due to legal obligations or to protect legal claims may continue to be retained after account deletion as described in the Privacy Notice.

 
4. Orders and formation of the purchase contract
4.1 The Consumer selects the goods and the method of delivery and payment, reviews the order summary and may identify and correct input errors before submitting the order.
4.2 Before submission, the interface displays in particular the selected products, the total price, delivery charges and other fees, the selected payment and delivery method, and information about the right of withdrawal where applicable.
4.3 The order is submitted by clicking a button or using an equivalent function that clearly indicates an obligation to pay, for example “Order with obligation to pay”.
4.4 After receiving the order, TIENS will send an acknowledgement of receipt to the Consumer’s e-mail address without undue delay. The purchase contract is concluded when TIENS sends an express confirmation that the order has been accepted for fulfilment. A separate technical acknowledgement of order delivery does not constitute acceptance of the offer where this is clearly stated in that acknowledgement.
4.5 TIENS may refuse an order for a legitimate reason, in particular if the goods are unavailable, an obvious pricing error has occurred, there is a reasonable suspicion of fraud, or the order cannot be fulfilled for legal or operational reasons. Any payment already received will be refunded without undue delay.
4.6 The contract is concluded in the Slovak language. TIENS stores it for the period required to fulfil legal obligations and protect legal claims. The Consumer will receive the contract confirmation, these Terms and the information required by law electronically on a durable medium. This English version is provided for convenience; in the event of any inconsistency, the Slovak wording prevails, without prejudice to the Consumer’s mandatory statutory rights.

 
5. Payment terms
5.1 The payment methods currently available, the time when payment is due and any charges are stated in the shopping interface before the order is submitted. Depending on what the system offers at the relevant time, payment may be made by payment card, bank transfer or another method.
5.2 Payment may be technically processed by an external payment service provider. TIENS does not receive full payment-card details where they are processed directly by a certified payment gateway provider.
5.3 The Consumer will not be charged a fee for using a payment instrument that exceeds the actual cost where applicable law does not permit such a fee.

 
6. Delivery of goods
6.1 The available delivery methods, price and estimated delivery time are stated before the order is submitted. TIENS will deliver the goods without undue delay and no later than within the agreed period; if no period is agreed, no later than 30 days after conclusion of the contract, unless the parties agree otherwise.
6.2 The Consumer should inspect the condition of the consignment on receipt. It is advisable to record visible damage to the packaging with the carrier; however, failure to do so does not by itself extinguish the Consumer’s right to notify a defect.
6.3 The risk of damage to the goods passes to the Consumer when the Consumer, or a third party designated by the Consumer other than the carrier, takes possession of the goods. If the Consumer independently selects a carrier not offered by TIENS, the risk passes in accordance with applicable law.

 
7. Right of withdrawal
7.1 A Consumer who concludes a distance contract generally has the right to withdraw without giving a reason within 14 days. For a contract for the sale of goods, this period generally begins when the Consumer, or a third party designated by the Consumer other than the carrier, receives the goods; for multiple items or parts, the beginning of the period is determined by the delivery method in accordance with the law.
7.2 To meet the deadline, it is sufficient to send an unequivocal notice of withdrawal before the period expires to office@tienssk.sk or by post to TIENS SLOVAKIA, s.r.o., Námestie SNP 2093/13, 960 01 Zvolen, Slovak Republic. The model form in the appendix may be used, but its use is not mandatory.
7.3 During the withdrawal period, the Consumer may also use a clearly labelled and continuously available online function stating “withdraw from the contract here”, or an equivalent function, where the contract was concluded through an online interface. After submission, TIENS will without undue delay provide confirmation on a durable medium containing the notice and the date and time of its submission.
7.4 The Consumer must send or hand over the goods without undue delay and no later than 14 days after withdrawal to the address stated in the order confirmation or return instructions; if no different address was communicated, to the contact address Kopčianska 14, 851 01 Bratislava, Slovak Republic. The Consumer bears the direct cost of returning the goods unless TIENS stated before conclusion of the contract that it would bear that cost.
7.5 TIENS will refund all payments received, including the cost of the least expensive standard delivery method offered by TIENS, within 14 days after receiving the notice of withdrawal. In the case of goods, TIENS may withhold the refund until it receives the returned goods or the Consumer provides evidence that the goods have been sent back, whichever occurs first.
7.6 The refund will be made using the same means of payment unless otherwise agreed and provided that the Consumer incurs no additional cost. The Consumer is liable only for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functionality, provided that the Consumer was duly informed of this consequence.

 
8. Exceptions to the right of withdrawal
8.1 The right of withdrawal does not apply only in the cases specified by law. The following situations may be particularly relevant to the TIENS product range:
• goods made to the Consumer’s specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods which are not suitable for return for health-protection or hygiene reasons and which were unsealed after delivery;
• any other case expressly provided for by Act No. 108/2024 Coll. or other applicable legislation.
8.2 Describing a product as “promotional”, “on sale”, “clearance” or “pre-order” does not by itself exclude the right of withdrawal. If a statutory exception is relevant to a particular product, the Consumer will be informed before the contract is concluded.

 
9. Liability for defects and notification of defects
9.1 TIENS is liable for a defect that the goods have at the time of delivery and that becomes apparent within two years after delivery, unless applicable law provides otherwise due to the nature of the goods or agreed characteristics. The goods must meet the agreed and statutory requirements, including those concerning their description, type, quantity, quality, functionality, compatibility and safety.
9.2 The Consumer must notify a defect within two months after discovering it and no later than within the statutory liability period. A defect may be notified by e-mail to office@tienssk.sk, in writing or in person at the TIENS contact address. It is advisable to state the order number, product, description of the defect, when it appeared and the requested remedy. Purchase may also be proved by reliable evidence other than a sales receipt.
9.3 If the goods are defective, the Consumer may, subject to the statutory conditions, request repair or replacement. Where the statutory conditions are met, the Consumer may request a reasonable price reduction or withdraw from the contract.
9.4 TIENS will provide the Consumer with written confirmation of the defect notification without undue delay after it is made. The confirmation will state the period within which TIENS will remedy the defect. This period may not exceed 30 days after the defect was notified unless a longer period is justified by an objective reason beyond TIENS’s control; TIENS bears the burden of proving such a reason.
9.5 If TIENS denies liability for defects, it will communicate the reasons to the Consumer in writing. TIENS bears the costs of a justified defect notification and its remedy to the extent required by law.

 
10. Complaints and alternative dispute resolution
10.1 A request for remedy or complaint may first be sent to office@tienssk.sk. TIENS will attempt to resolve it without undue delay.
10.2 If TIENS rejects a request for remedy or fails to respond within 30 days, the Consumer may, subject to the statutory conditions, submit a proposal to initiate alternative dispute resolution. The competent entity is in particular the Slovak Trade Inspection (Slovenská obchodná inšpekcia), Central Inspectorate, Department for International Relations and Alternative Dispute Resolution, Bajkalská 21/A, p. p. 29, 827 99 Bratislava 27, e-mail ars@soi.sk.
Information and the application form are available on the Slovak Trade Inspection website.
10.3 The European Online Dispute Resolution (ODR) platform is no longer operated and is therefore not referenced in these Terms.

 
11. Personal data protection and cookies
11.1 The processing of personal data is described in the separate Privacy Notice. The use of cookies and similar technologies is governed by the Cookie Policy.
11.2 Consent is not required for processing necessary to conclude and perform a contract, comply with legal obligations or carry out other processing based on a lawful ground. Marketing consent is voluntary and may be withdrawn at any time.

 
12. Final provisions
12.1 Legal relationships are governed by the laws of the Slovak Republic. This does not deprive the Consumer of mandatory rights granted by applicable laws of another country under the rules of private international law.
12.2 The invalidity or ineffectiveness of one provision does not affect the remaining provisions to the extent permitted by law.
12.3 TIENS may amend these Terms for future contracts. The wording effective when a particular contract is concluded and provided to the Consumer on a durable medium governs that order.
12.4 These Terms are effective from August 26, 2026.

 
Appendix 1 - Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Use of this form is not mandatory.
To: TIENS SLOVAKIA, s.r.o., Námestie SNP 2093/13, 960 01 Zvolen, Slovak Republic; e-mail: office@tienssk.sk
I hereby give notice that I withdraw from my contract for the purchase of the following goods:
................................................................................................................................................
Order number: ........................................................................................................................
Date ordered / date received: ................................................................................................
Consumer’s name: .....................................................................................................................
Consumer’s address: ..................................................................................................................
E-mail / telephone (optional): ...................................................................................................
Date: ........................................ Signature (only if submitted on paper): ........................................