Terms of service

Current wording pursuant to Act No. 108/2024 Coll. on Consumer Protection

I. Introductory provisions

These General Terms and Conditions (hereinafter the "GTC") govern the mutual rights and obligations of the contracting parties, namely the seller and the buyer, arising from the contractual relationship constituted by a purchase contract concluded through the online store.
The seller (a trader within the meaning of Act No. 108/2024 Coll.) is the company PONOKADO s. r. o., with its registered office at Starohorská 6157/7, 974 11 Banská Bystrica, Slovak Republic, Company ID (IČO): 53 438 698, registered in the Commercial Register of the District Court Banská Bystrica, Section: Sro, File No. 40082/S, e-mail address: ahoj@tilume.sk.
The buyer is a consumer. A consumer is a natural person who, when concluding and performing the purchase contract as a consumer contract, does not act within the scope of their trade or other business activity. The buyer declares that they have legal capacity to the extent necessary to enter into a contractual relationship with the seller. If the buyer is under 18 years of age, a contractual relationship with the seller may arise only if the buyer's legal guardian has consented to or approved it, or if entering into the contractual relationship with the seller is, by its nature, appropriate to the intellectual and volitional maturity corresponding to the buyer's age.
The online store is located at the website www.tilume.sk and is operated by the seller.
Goods are items offered for sale by the seller in the online store.
The purchase contract and the mutual rights of the buyer and the seller arising from the purchase contract are governed primarily by Act No. 40/1964 Coll., the Civil Code, as amended (hereinafter the "Civil Code"), and Act No. 108/2024 Coll. on Consumer Protection and on Amendments to Certain Acts, as amended (hereinafter "Act No. 108/2024 Coll."), which with effect from 1 July 2024 replaced Act No. 250/2007 Coll. on Consumer Protection and Act No. 102/2014 Coll. on Consumer Protection in the Sale of Goods or Provision of Services under a Distance Contract or a Contract Concluded Away from the Seller's Business Premises.
The GTC form an integral part of every purchase contract. If the seller and the buyer conclude a purchase contract in which they agree on mutual rights and obligations that differ from the GTC, the arrangement of mutual rights and obligations under such a purchase contract takes precedence over the GTC.
The conditions for exercising rights arising from liability for defects (Art. VII) and the privacy policy (Art. IX) also form an integral part of the GTC.
The contracting parties declare that the information stated in the purchase contract, or in any further mutual communication, is true and up to date, and undertake to notify the other contracting party without delay of any fact that could affect the performance of obligations arising from the purchase contract. The contracting parties are aware that, if they fail to disclose such facts, they will be liable for the consequences that may arise for the other contracting party from ignorance of these facts, including a claim for damages.

II. Conclusion of the purchase contract

The offer of goods means the selected goods offered for sale by the seller through the online store.
The prices of the goods offered are stated inclusive of value added tax (VAT) and all other taxes. The price stated next to the goods is the final price of the goods. The costs of delivering the goods are not included in the price of the goods and are communicated to the buyer before the order is submitted. The final price of the order, including delivery costs, is always displayed to the buyer at checkout before the order is submitted, in the currency selected in the online store.
If the seller indicates a discount or price reduction for goods, the seller shall at the same time indicate the previous price of the goods. The previous price means the lowest price at which the seller sold the goods during the 30 days preceding the price reduction; if the seller sold the goods for a period shorter than 30 days, the previous price means the lowest price during that shorter period.
The buyer may place an order for goods through the online store using the form provided for that purpose. The form includes, in particular, the selection of the type and quantity of goods, the buyer's identification details, and the choice of payment method and delivery method. Registration of the buyer in the online store is not a condition for placing an order.
When placing an order, the buyer has the option to enter a discount code; by entering it, a discount or other benefit is applied in favour of the buyer, provided the buyer has such a discount code. The buyer will be informed about the successful application of the discount code and its effects when placing the order after entering it.
When placing an order, the buyer has the option to consent to receiving newsletters at the buyer's e-mail address. Consent can be withdrawn at any time, most easily by clicking the unsubscribe link included in every such e-mail.
To duly place an order, the buyer must agree to the GTC and to the privacy policy, which forms an integral part of the GTC.
By creating and confirming the order, the buyer confirms that they have read the GTC in full and agree with them in full, that they have familiarised themselves with the privacy policy, and that they have been informed that creating and confirming the order entails an obligation to pay the purchase price.
The buyer declares that they are aware that the purchase of goods from the seller does not give rise to any rights to use the registered trademarks, trade names, company logos or patents of the seller or other persons, unless otherwise agreed in a specific case by a separate contract.
The seller undertakes to accept the buyer's order of goods, provided that the order does not conflict with the GTC and the seller has no specific reason to believe that the buyer will breach obligations under the GTC. The seller reserves the right not to accept an order, or to withdraw from an already concluded purchase contract, if it is apparent from the order that it was clearly not made seriously, if the buyer has misused another person's personal data, provided clearly incorrect information, misused a payment card or similar. The buyer will be informed of such action at the e-mail address they provided.
The purchase contract is concluded and the contractual relationship between the seller and the buyer arises at the moment the seller accepts the buyer's order, of which the seller notifies the buyer at the e-mail address the buyer provided. Together with this notification, the seller also sends the buyer information on how the buyer can access the GTC and the privacy policy.
Under the purchase contract, the seller is obliged to deliver to the buyer the goods that are the subject of the purchase contract, and the buyer is obliged to take delivery of the goods that are the subject of the purchase contract and to pay the seller the agreed purchase price.
The costs incurred by the buyer in placing the order, concluding the purchase contract and taking delivery of the goods (e.g. costs of internet connection or telephone communication) are borne by the buyer.

III. Delivery terms

The buyer selects the delivery method from the available delivery methods offered when placing the order; the price of the selected delivery method is displayed to the buyer before the order is submitted. If, for reasons on the buyer's side, the goods must be delivered repeatedly or in a manner other than that selected in the order, the buyer is obliged to reimburse the seller for the additional costs associated with the repeated delivery of the goods, or the costs associated with a different delivery method.
The seller undertakes to inform the buyer of the dispatch of the goods for delivery at the e-mail address stated by the buyer in the order.
The seller shall dispatch the goods without undue delay after the purchase contract is concluded. The estimated delivery time depends on the selected carrier. The seller undertakes to deliver the goods to the buyer no later than 30 days from the date the purchase contract is concluded, unless the contracting parties agree otherwise. If the seller fails to fulfil its obligation to deliver the goods within this period and does not deliver the goods even within an additional reasonable period granted by the buyer, the buyer has the right to withdraw from the contract.
The costs of delivering the goods are communicated to the buyer before the order is submitted, according to the current price list of the carriers or other persons providing delivery of the goods for the seller.
The seller delivers goods to the countries listed among the delivery options when placing the order. The current list of countries, available delivery methods and their prices are displayed to the buyer at checkout before the order is submitted.
The buyer acquires ownership of the goods upon taking delivery of them, provided the purchase price has already been duly and timely paid by the buyer; otherwise only upon payment of the purchase price in full.
The risk of accidental destruction, accidental deterioration and damage to the goods passes to the buyer at the moment the goods are taken over by the buyer or by a third party designated by the buyer other than the carrier.
The seller shall provide the buyer with proof of purchase at the buyer's e-mail address. The proof of purchase contains in particular: the seller's business name and registered office, the address of the establishment, the date of sale, the name and quantity of the goods or service, the price of the individual goods or service and the total price paid by the buyer.
When taking delivery of the goods from the carrier, the buyer is obliged to check the integrity of the packaging of the goods and, in the event of any defects, to resolve them immediately with the carrier and inform the seller. If damage to the packaging indicating unauthorised opening of the shipment is discovered, the buyer is advised not to accept the shipment from the carrier and to complete a shipment damage report. By signing the delivery note, the buyer confirms that the packaging of the shipment containing the goods was intact and undamaged.
If the goods were damaged in transit and the damage was not apparent when the shipment was taken over from the carrier, we recommend that the buyer report the discovered damage immediately after discovering it, so that the claim can be resolved as quickly as possible. This is without prejudice to the buyer's rights arising from liability for defects.
The buyer is obliged to take delivery of the ordered goods. If the buyer, without a serious reason, fails to take delivery of the ordered goods and the goods are returned to the seller, the seller is entitled to withdraw from the purchase contract; this is without prejudice to the seller's right to compensation for reasonably incurred costs associated with the unsuccessful delivery and return of the shipment pursuant to Sections 420 et seq. of the Civil Code. This provision does not affect the buyer's right to withdraw from the contract under Art. VI of these GTC.

IV. Payment terms

The seller offers a choice of the following payment methods:
1. by payment card online in the online store,
2. cash on delivery when taking delivery of the goods from the carrier (only for delivery to Slovakia and the Czech Republic).
The payment method is selected by the buyer when placing the order. The availability of individual payment methods may vary depending on the country of delivery; the payment methods available for a specific order are displayed to the buyer at checkout. Cash on delivery is available only for delivery within the Slovak Republic and the Czech Republic.
When choosing payment by card online, the buyer fills in the details required to complete the payment directly in the online store. After their validity is verified, the order will be confirmed and the amount of the purchase price will be deducted from the buyer's bank account.
In the case of cash on delivery when taking delivery of the goods from the carrier, any cash-on-delivery fees are communicated to the buyer before the order is submitted, according to the carrier's current price list.

V. Other rights and obligations arising from the concluded purchase contract

The seller is obliged to deliver the ordered goods to the buyer at the agreed price, and the buyer is obliged to take delivery of the goods and pay the purchase price for the goods, including the costs of the selected delivery method.
The seller is obliged to deliver the goods to the buyer in accordance with the purchase contract, in particular free of defects and in a condition fit for proper use.
Information on the safe use and care of the goods is provided on the Safety & care page. The procedure for putting on the bracelet is available in the video tutorial, a link to which the buyer will also find on the card enclosed with the goods. The buyer is obliged to familiarise themselves with this information before using the goods; it is recommended that the goods be used in accordance with it.
If the goods have defects of which the seller is aware, the seller is obliged to draw the buyer's attention to them when negotiating the purchase contract.
If the buyer provides the seller with a rating (review) of the goods, or a photo or other content related to the goods, the buyer thereby grants the seller a free, non-exclusive licence for an indefinite period to use such rating or content for marketing purposes related to the presentation of the seller's brand and products. Providing a rating is voluntary. The seller ensures the authenticity of published ratings by, as a rule, making the rating option available only to buyers who have made a purchase from the seller.

VI. Withdrawal from the purchase contract

Since the purchase contract is concluded through the online store www.tilume.sk as a distance contract, the buyer is entitled to withdraw from the purchase contract within 14 days, without giving any reason. The withdrawal period expires 14 days after the day on which the buyer, or a third party designated by the buyer other than the carrier, takes delivery of the goods. The buyer may withdraw from the purchase contract even before the withdrawal period begins to run.
The buyer exercises the right to withdraw from the contract via the online form available below; this is the fastest and recommended method of withdrawal. The buyer may also withdraw from the contract by any other unequivocal statement addressed to the seller (e.g. by e-mail to ahoj@tilume.sk).
The withdrawal period is deemed to have been observed if the buyer sends the notice of exercising the right of withdrawal before the withdrawal period expires.

Online withdrawal from the contract. The easiest way to withdraw from the contract is via our online form. After submitting it, you will receive a confirmation e-mail followed by instructions with the address for returning the goods. The cost of returning the goods is borne by you.

Withdraw from the contract →

After withdrawal from the contract, the seller will refund the buyer all payments received from the buyer under or in connection with the purchase contract, including the delivery costs paid by the buyer with the order. Payments will be refunded to the buyer without undue delay, no later than 14 days from the day the notice of withdrawal is delivered. The refund will be made using the same payment method the buyer used for the payment, unless the buyer has expressly agreed to a different payment method, and without charging any additional fees.
The seller is not obliged to refund the payments to the buyer before the goods are delivered to the seller or before the buyer proves that the goods have been sent back to the seller, whichever occurs first.
The buyer shall send the goods back or hand them over to the seller without undue delay, no later than 14 days from the day of exercising the right of withdrawal. The deadline is deemed to have been observed if the buyer sends the goods back before the 14-day period expires.
The direct costs of returning the goods are borne by the buyer.
The buyer is liable for any diminished value of the goods resulting from handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.
After the withdrawal is submitted, the seller will send the buyer an e-mail with instructions for returning the goods. The buyer shall send the goods to the address: PONOKADO s. r. o., Starohorská 6157/7, 974 11 Banská Bystrica, Slovakia. The method of transport is chosen by the buyer. For faster matching of the shipment and refund of the money, we recommend enclosing the order number in the package; its absence, however, is not a condition for exercising the right of withdrawal.
The buyer may not withdraw from the contract in the cases set out in Section 19(1) of Act No. 108/2024 Coll., in particular in the case of the sale of goods made to the consumer's specifications, custom-made goods or goods intended specifically for a single consumer, or the sale of goods enclosed in protective packaging which are not suitable for return for health or hygiene reasons and whose protective packaging has been broken after delivery.
The buyer is also entitled to withdraw from the purchase contract if the seller fails to fulfil its obligation to deliver the goods duly and on time and does not deliver the goods to the buyer even within an additional reasonable period granted by the buyer.
The seller is entitled to withdraw from the purchase contract only if:
1. the buyer has not paid the purchase price duly and on time, not even within a reasonable additional period granted to the buyer for this purpose by the seller,
2. the seller will not be able to deliver the ordered goods to the buyer under the agreed conditions or will not be able to deliver them at all, or
3. the goods were offered in the online store by mistake at an obviously incorrect price and the buyer does not agree to purchase the goods at the price subsequently indicated by the seller as the correct one.
Withdrawal from the purchase contract terminates the purchase contract at the moment the expression of will of the entitled contracting party to withdraw from the purchase contract is delivered to the other contracting party.

VII. Liability for defects

The seller's liability for defects in the goods sold and the buyer's rights arising from defective performance are, in the case of consumer contracts, governed by the relevant provisions of the Civil Code (Sections 612 et seq.) and Act No. 108/2024 Coll. on Consumer Protection.
The seller is liable to the buyer for ensuring that the goods are free of defects upon receipt and that they are in conformity with the purchase contract. The seller is liable in particular for ensuring that the goods correspond to the description, type, quantity and quality agreed in the purchase contract and that they are fit for the purpose for which goods of that kind are normally used.
The seller is liable for any defect that the goods have at the time of their receipt by the buyer and that becomes apparent within 24 months of receipt of the goods. The seller is not liable for defects in the goods of which the buyer was informed when concluding the purchase contract, or for defects caused by the buyer.
A change in the characteristics of the goods resulting from their improper use, insufficient or inappropriate care, natural changes in the materials from which the goods are made, or any damage to the goods caused by the buyer or a third party, is not considered a defect. Nor is wear and tear characteristic of the given material or the manner of use of the goods considered a defect.
If the goods have a defect, the buyer has the right to have it remedied, at their choice either by repair of the goods or by delivery of new goods without the defect, provided the chosen method is possible and, compared with the other method, is not impossible or disproportionately costly. If the defect cannot be remedied, or if the seller has not remedied the defect within a reasonable period, the buyer has the right to a reasonable discount on the purchase price or the right to withdraw from the purchase contract; these rights are exercised under the conditions set out in the Civil Code.
The buyer shall notify the seller of a defect in the goods (file a claim) without undue delay after having had the opportunity to discover the defect. The easiest way to file a claim is via our online claim form (button below). After submitting it, the seller will contact the buyer with instructions for sending the goods. The buyer shall send the claimed goods to the address: PONOKADO s. r. o., Starohorská 6157/7, 974 11 Banská Bystrica, Slovakia.
When filing a claim, the buyer is obliged to state what the defect in the goods consists of, or how it manifests itself, and which right arising from defective performance they are exercising.
When a claim is filed, the seller will issue the buyer a confirmation stating when the buyer exercised the right, what the content of the claim is and which method of resolving the claim the buyer requests. The seller will issue the buyer a written document on the resolution of the claim no later than 30 days from the day the claim was filed. The claim, including remedying of the defect, must be resolved without undue delay, no later than 30 days from the day the claim was filed, unless the seller and the buyer agree on a longer period.
The buyer has the right to reimbursement of the necessary costs incurred in connection with exercising rights arising from liability for defects.

Online claim. The fastest way to file a claim is via our online form. After submitting it, you will receive a confirmation e-mail followed by instructions with the address for sending the goods.

File a claim →

VIII. Alternative dispute resolution

The buyer has the right to contact the seller with a request for redress if they are not satisfied with the way the seller handled their claim, or if they believe the seller has violated their rights. The buyer may send the request for redress to the e-mail address: ahoj@tilume.sk.
If the seller responds to the request for redress in a negative manner or does not respond within 30 days of its dispatch, the buyer has the right to submit a proposal for the initiation of alternative dispute resolution to the competent alternative dispute resolution entity. The competent entity is the Slovak Trade Inspection (Central Inspectorate of the SOI, Bajkalská 21/A, P. O. BOX No. 29, 827 99 Bratislava, www.soi.sk), or another authorised legal entity registered in the list of alternative dispute resolution entities maintained by the Ministry of Economy of the Slovak Republic. In the case of a cross-border dispute, a buyer habitually resident in another EU member state may also contact the European Consumer Centre in their country (the ECC-Net network), which will provide them with assistance and information free of charge.

IX. Protection of the buyer's personal data

The controller of personal data is the seller, PONOKADO s. r. o. The seller processes the buyer's personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR) and Act No. 18/2018 Coll. on the Protection of Personal Data.
The seller processes in particular the buyer's name and surname, delivery and billing address, e-mail and phone number, for the purposes of processing the order and performing the purchase contract, bookkeeping, handling claims and exercising legal rights. On the basis of the buyer's consent, the seller also processes data for the purposes of sending newsletters and publishing product ratings (reviews); the buyer may withdraw this consent at any time.
Detailed information on the processing of personal data, including the legal bases, retention periods, recipients and processors (e.g. Shopify, Packeta, Loox), data transfers outside the EU, the use of cookies and the buyer's rights, is provided in the separate document Privacy Policy, which forms an integral part of these GTC.
The buyer has, in particular, the right of access to personal data, the right to rectification and completion, erasure, restriction of processing, data portability and the right to object to processing, as well as the right to submit a proposal for the initiation of proceedings before the Office for Personal Data Protection of the Slovak Republic. The buyer may exercise their rights at the e-mail address: ahoj@tilume.sk.

X. Common and final provisions

Mutual communication between the contracting parties is in writing, either in paper or electronic form. Communication in electronic form takes place at the e-mail address stated by the buyer in the order.
If any provision of the purchase contract, the GTC or the privacy policy becomes invalid, only that part is invalid, unless it follows from the nature of the legal act, its content or the circumstances under which it was made that this part cannot be separated from the rest of the content.
The purchase contract is concluded in the language in which the buyer placed the order in the online store.
The seller archives the purchase contract (order) in electronic form and it is not publicly accessible. The wording of these GTC is available to the buyer at any time on the seller's website.
The seller is not bound by any codes of conduct in relation to the buyer.
The seller is entitled to amend and supplement the wording of these GTC and their components. The amended GTC and their components take effect on the day of their publication. The rights and obligations of the contracting parties that arose before the effective date of the new wording of the GTC are not affected by the amendment.
If the legal relationship between the seller and the buyer contains an international element, the contracting parties agree that their legal relationship is governed by the law of the Slovak Republic; this is without prejudice to the protection afforded to the consumer by the mandatory provisions of the law of the country of their habitual residence.
Supervision in the area of personal data protection is exercised by the Office for Personal Data Protection of the Slovak Republic, Hraničná 12, 820 07 Bratislava 2, Slovak Republic.
Supervision of compliance with consumer protection obligations is exercised by the Slovak Trade Inspection, SOI Inspectorate for the Banská Bystrica Region, Dolná 46, 974 00 Banská Bystrica 1, Slovak Republic.

These terms and conditions take effect on 1 June 2026