General Terms and Conditions

Mc TREE a.s., IČO: 25071939, with its registered office at Praha 9, Živanická 26, Postal Code: 19017, registered in the Commercial Register kept by the Municipal Court in Prague under file No. B 4246 (hereinafter the "Seller"), for the sale of goods through the on-line store located at the internet address: www.lord.eu (hereinafter the "online store").

I. BASIC PROVISIONS

These General Terms and Conditions (hereinafter the "GTC") are governed by the legal system of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code (hereinafter the "Civil Code"), and pursuant to the provisions of Section 1751(1) of the Civil Code they regulate the mutual rights and obligations of the contracting parties arising in connection with or on the basis of a purchase contract (hereinafter the "purchase contract") concluded through the online store between the Seller and a natural person (entrepreneur or consumer) or a legal person (hereinafter the "Buyer").

By sending the order, the Buyer confirms that before concluding the purchase contract they have familiarised themselves with these GTC, an integral part of which is the notice before the conclusion of the purchase contract. The Buyer further acknowledges that, pursuant to Section 1751 of the Civil Code, these GTC are an integral part of every purchase contract concluded between the Seller and the Buyer.

The place of performance of all contractual relations concluded between the Seller and the Buyer is Boleslavská 1391, 250 01 Brandýs nad Labem–Stará Boleslav.

II. DEFINITIONS

A Consumer is any person who, outside the scope of their business activity or outside the independent exercise of their profession, concludes a contract with the Seller, or otherwise deals with them.

An Entrepreneur is a person who, independently, on their own account and responsibility, carries out a profit-making activity in a trade or similar manner with the intention of doing so systematically for the purpose of making a profit. An entrepreneur is also any person who concludes contracts related to their own commercial, production or similar activity, or in the mere exercise of their profession, or a person acting in the name of or on behalf of an entrepreneur. For the purposes of the GTC, an entrepreneur is a person who acts in accordance with the preceding sentence within the scope of their business activity. If the Buyer states their identification number in the order, they acknowledge that the rules set out in the GTC for entrepreneurs apply to them and that the rules set out in the GTC for consumers do not apply to them.

A purchase contract is a contract concluded between the Seller and the Buyer, the subject of which is the transfer of ownership rights to the goods published in the online store. The purchase contract is concluded in the Czech language. After conclusion, the purchase contract is archived only for the period necessary for the realisation of the rights and obligations of the contracting parties, during which period it can be made available at the written request of the consumer. The GTC form an integral part of the purchase contract.

III. NOTICE BEFORE CONCLUSION OF THE PURCHASE CONTRACT

The Seller informs that:

the Buyer bears the costs of remote communication means themselves, and these do not differ from the basic rate (in the case of internet or telephone connection, according to the conditions of the Buyer's operator; the Seller charges no additional fees; this does not apply to the case of contractual transport);
it requires payment of the purchase price before the Buyer takes over the performance from the Seller; the obligation to pay a deposit or a similar payment relates to the Buyer's requests for the non-provision of specific services, if such services are required and provided;
the prices of goods and services in the online store are given in Czech currency and are final, i.e. including VAT, the amount of which corresponds to the relevant legal regulations in force at the time of conclusion of the purchase contract, including all charges stipulated by law; however, the costs of delivery of the goods or service differ according to the chosen method, the transport provider and the payment method; if the VAT changes before the conclusion of the purchase contract or before the dispatch of the goods, the Buyer is obliged, taking into account the payment method chosen by the Buyer, to pay the shortfall in the purchase price;
the graphic representation of the goods is of an informative and illustrative nature only and may not correspond to the actual appearance of the item;
the purchase contract is concluded in the Czech language;
if the consumer has a complaint, they may submit it to the e-mail address: eshop@lord.eu; it is also possible to contact a supervisory or state inspection authority.
pursuant to Regulation (EU) No. 524/2013, the consumer may use the ODR platform: https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=CS. The contact point is the European Consumer Centre of the Czech Republic, Štěpánská 567/15, 120 00 Praha 2, www.evropskyspotrebitel.cz.
the Seller's contact details for communication with consumers: E-mail: eshop@lord.eu; Tel.: +420 724 147 096 (Mon–Fri 09:00–18:00).

Complaints may be submitted: through the authorised service PERFEKT SERVIS spol. s r.o. – www.perfektservis.cz, or to the Seller at eshop@lord.eu.

IV. ORDER

The entire presentation of goods placed in the online store is of an informative nature and the Seller is not obliged to conclude a purchase contract regarding such goods. The display of goods on the website is not an offer within the meaning of Section 1732(2) of the Civil Code.

The Buyer makes the offer to conclude a purchase contract by sending a completed order within the online store electronically (hereinafter the "Order"). A properly completed order is an order made through the order form within the online store, in which the Buyer states all the required details, which shall be truthful, complete and otherwise undistorted. Required details include in particular, but not exclusively, unambiguous identification of the Buyer, the quantity and type of goods, the delivery address and the Buyer's e-mail address. The Buyer is liable for any damage caused by providing details that are not truthful, complete and otherwise undistorted.

The order is an offer to conclude a purchase contract and is binding on the Buyer at the moment it is sent. By sending the order, the Buyer undertakes to pay the purchase price of the goods in the event that a purchase contract is concluded with the Seller. Before sending the order, the Buyer is allowed to check and change the details entered in the order, including the possibility of detecting and correcting errors made when entering the data into the order. The details given in the order are considered correct by the Seller unless the Buyer and the Seller agree otherwise.

Upon receipt of the order, the Seller confirms its acceptance within the meaning of Section 1827(1) of the Civil Code by e-mail (hereinafter the "Confirmation"). This Confirmation is not an acceptance of the offer to conclude the contract and serves solely to inform the Buyer that the order has been delivered to the Seller.

If, after the Buyer's order has been received, the goods to which the order relates become (partially or fully) sold out, or if the purchase price of the goods changes, the Seller will inform the Buyer of this by e-mail for the purpose of agreeing on the further course of action.

The costs of using remote communication means (telephone, internet, etc.) for the actual submission of the order are borne by the Buyer.

V. CONCLUSION OF THE PURCHASE CONTRACT

The purchase contract between the Buyer and the Seller is concluded at the moment when the Buyer receives an express and separate confirmation from the Seller of the acceptance of a proper order without reservations (i.e. acceptance of the order), which is sent by the Seller to the Buyer's e-mail address given in the order (hereinafter the "Confirmation of Unconditional Acceptance"), which must not be confused with the Confirmation of an informative nature only. An annex to the Confirmation of Unconditional Acceptance is also the current version of the GTC (including all their appendices). If the Seller does not send the Confirmation of Unconditional Acceptance of a proper order (acceptance of the offer) within 2 working days from the date it was sent by the Buyer, it is deemed that the offer has not been accepted by the Seller, unless otherwise agreed between the Seller and the Buyer.

By concluding the purchase contract, the Seller undertakes to hand over the goods to the Buyer as the subject of purchase and to enable them to acquire ownership rights to the goods, and the Buyer undertakes to take over the goods and pay the Seller the purchase price for them.

The Seller reserves ownership rights to the goods pursuant to Section 2132 of the Civil Code, and therefore the Buyer becomes the owner of the goods only upon full payment of the purchase price. However, the risk of damage to the goods passes to the Buyer already upon taking over the goods. If, after the conclusion of the purchase contract, when the goods have not yet been delivered to the Buyer, an increase in the purchase price of the goods occurs, the Seller shall inform the Buyer who is not a consumer of this fact by e-mail without undue delay, and if the Buyer who is not a consumer refuses to pay the increased purchase price, the purchase contract shall automatically cease to exist.

Upon the termination of the purchase contract pursuant to the above provision of the GTC, the Buyer is entitled exclusively to a refund of the paid purchase price or part thereof, but has no right to compensation for any damage arising in this connection, within the periods and in the manner set out in these GTC for withdrawal from the purchase contract.

The concluded purchase contract may be amended or terminated only on the basis of the agreement of the parties or on the basis of statutory reasons, unless otherwise provided in the GTC.

VI. DELIVERY OF GOODS

The Seller shall hand over the goods to the Buyer, together with the documents relating to the goods, and enable the Buyer to acquire ownership rights to the goods in accordance with the purchase contract. The Seller fulfils the obligation to hand over the goods to the Buyer if they allow the Buyer to dispose of the item at the place of performance and inform the Buyer thereof in due time.

The Buyer is obliged to check the condition of the consignment with the carrier upon taking it over. The Buyer is entitled to refuse to take over a consignment that is not in accordance with the purchase contract; if they take it over nonetheless, they must describe the damage in the carrier's handover protocol.

An incomplete or damaged consignment must be reported immediately, no later than within 2 working days, by e-mail to eshop@lord.eu; enclose the handover protocol and photographic documentation.

This does not affect the statutory period for exercising the rights from defective performance. A subsequent complaint about the incompleteness or external damage of the consignment does not deprive the consumer of the right to complain about the item; however, it enables the Seller to prove that this is not a breach of the purchase contract.

VII. PURCHASE PRICE

The Buyer undertakes to pay the purchase price in the manner stated in the order (cash on delivery, bank transfer, payment card), provided that these methods are available in the online store.

Cash on delivery – the Buyer pays the money for the goods only when taking over the goods from the carrier.
Bank transfer – after receiving the order (offer to conclude the contract), the Seller sends the Buyer the amount of the purchase price, the account number and the variable payment symbol. The Buyer shall pay for the goods to the Seller's bank account before the goods are dispatched; otherwise the goods will not be dispatched or handed over. This method of paying the purchase price is considered an advance payment towards the purchase price. With this payment method, the Buyer's obligation to pay the purchase price is fulfilled at the moment the relevant amount is credited to the Seller's account
Payment card – after the order has been created (offer to conclude the contract), the Buyer is redirected to the secure payment gateway of the bank, where the Buyer enters the details necessary for the payment. This method of paying the purchase price is considered an advance payment towards the purchase price.

The Seller reserves the right to restrict or extend the method of paying the purchase price depending on the nature and conditions of the particular contractual relationship; in such a case the Seller shall inform the Buyer of this by e-mail for the purpose of agreeing on the further course of action.

The Seller shall send the Buyer information on the due date of the purchase price and information necessary for the payment of the purchase price together with the Confirmation of Unconditional Acceptance of the order (acceptance of the offer). The due date of the purchase price depends on the method of payment and shall not occur later than at the moment of handing over the goods to the Buyer.

Tax document – the Buyer shall receive an invoice containing the basic details of the purchase contract together with the goods, or in the form of a download link sent by e-mail to the e-mail address stated by the Buyer in the order, or by e-mail to the e-mail address stated by the Buyer in the order. All goods prices, including special offer prices, are valid until withdrawn, until stocks are sold out or for a limited period of time.

The Buyer acknowledges that the final prices of the products are stated rounded to whole crowns in accordance with the relevant legal regulations; in specific situations, therefore, a negligible deviation from the purchase price stated in this way may occur in the final total of all purchased products; this results precisely from rounding to whole crowns. A detailed breakdown of the purchase price to hellers (haléř) is always displayed when the Buyer enters the order.

The original price means the price of the goods at which the Seller offered the goods in question without taking into account all possible bonuses, marketing campaigns to support sales and other discount events in the online store operated by them, or the price recommended on a non-binding basis by the manufacturer or distributor, while the price that better reflects the price level of the given product on the market shall always be displayed.

The Buyer acknowledges that there may be cases where no purchase contract is concluded between the Seller and the Buyer, in particular when the Buyer orders goods at a price published by mistake as a result of an error in the Seller's internal information system. In such a case, the Seller undertakes to inform the Buyer of this fact.

The Seller reserves the right to declare the purchase contract invalidly concluded if personal data has been misused, a payment card misused, etc., or due to the intervention of an administrative or judicial authority; the Buyer will be informed of such a procedure without delay. The Buyer acknowledges that in the above cases the purchase contract cannot validly arise.

VIII. WARRANTY, RIGHTS FROM DEFECTIVE PERFORMANCE AND COMPLAINTS RULES

1. Liability for defects and statutory rights

The Seller is liable that the goods are free from defects when taken over and meet the requirements under the contract and Section 2161 of the Civil Code.
If a defect manifests itself within 12 months of taking over the goods, it is deemed that the goods were defective already when taken over.
The consumer is entitled to exercise the rights from a defect that occurs in the goods within 24 months of taking over, unless otherwise provided. This does not apply to: a) goods sold at a lower price for a defect for which the price was reduced, b) wear and tear caused by normal use, c) used goods for a defect corresponding to the degree of wear upon taking over, d) if it follows from the nature of the goods.
Gifts: the consumer may exercise rights regarding defects of gifts within 14 days of taking over; an entrepreneur does not exercise rights from defects of gifts.
The right from defects does not arise if the Buyer knew about the defect when taking over the goods, or caused it themselves.

2. Contractual guarantee (guarantee of quality) and free service, if provided

For the LORD brand, a contractual guarantee of 2 years applies (unless otherwise stated for a specific product).
The contractual guarantee does not replace the consumer's statutory rights. It is provided to entrepreneurs only if expressly agreed.
The consumer has, until 14 days from the moment of purchase of the appliance, the right to register for the free service of the purchased appliance for a period of 3 years from the date of the end of the warranty period according to the contractual guarantee provided.
All information concerning the contractual guarantee and the free service is contained in the Warranty Terms and Conditions for LORD brand household appliances, contained in Appendix No. 2 below, which form an integral part of these GTC.
The following paragraphs 3 to 11 of this article apply only to the rights from defective performance arising from the relevant statutory provisions, in particular Section 2165 et seq. of the Civil Code. However, paragraph 11 of this article concerning out-of-court dispute resolution shall also apply mutatis mutandis to the relations between the Seller and the consumer arising from the contractual guarantee and the free service.

3. Beginning of the period for exercising rights from defective performance

The period for exercising rights from defective performance begins on handing over the goods to the Buyer; for goods dispatched, from delivery to the designated place.
If use is conditional on professional installation carried out by the Seller or a person authorised by the Seller, the period for exercising rights from defective performance begins on the date of such installation.
If commissioning is carried out by another person, the period for exercising rights from defective performance begins on commissioning, provided it is ordered within 3 weeks of taking over the goods and the Buyer provides the necessary cooperation.

4. How to make a complaint

Submit your complaint without undue delay after discovering the defect in one of the following ways:

via the service form of the authorised service PERFEKT SERVIS spol. s r.o.: oprava.perfektservis.cz,
to the Seller by e-mail: eshop@lord.eu.

Service of large household appliances

Large household appliances (in particular refrigerators, freezers, washing machines, dryers, dishwashers, cookers, built-in ovens, hobs and other appliances with weights or dimensions typical of so-called "white goods") are usually repaired at the place of installation at the customer's premises; the customer is not obliged to send these appliances to the service centre.
If the repair cannot be carried out on site (e.g. due to technical difficulty, the need for workshop equipment or safety reasons), an authorised technician will arrange transport of the appliance to the workshop and, after the repair has been carried out, its return and installation at the original place.
In the case of repairs when exercising the right from defective performance, the costs of transport of the appliance to the workshop and back, as well as the costs of the technician's visit, are borne by the Seller (resp. the authorised service centre), unless the defect was caused by inappropriate use or breach of the customer's obligations. After the expiry of the statutory period for exercising rights from defective performance, the costs are charged according to the current service price list.
The customer must allow the technician access to the appliance to a reasonable extent (including disconnection/connection to networks and disassembly/assembly of built-in parts, if necessary for the repair). The date of the technician's visit will be agreed with the customer in advance.
The risk of damage during transport of the appliance to the workshop and back is borne by the entity providing the transport. The customer must allow the appliance to be taken over and confirm receipt on delivery; visible damage must be reported without delay to the carrier/service at handover.

5. Taking over, assessment and time limits

After the complaint has been made, you will receive a confirmation (complaint protocol).
Consumer: the complaint must be settled without undue delay, no later than 30 calendar days from its submission, unless the parties agree otherwise. After 30 days have elapsed in vain, the consumer has the right to withdraw from the contract or to a reasonable discount.
Entrepreneur: settlement within a reasonable period taking into account the nature of the goods and the defect.
If the Buyer does not take over the settled complaint within 30 days of notification of its settlement (but at the earliest after 60 days from submission), a storage fee of CZK 50 incl. VAT/day may be charged. If the goods are not collected for more than 4 months, the goods may be sold to cover the storage costs.

6. Buyer's claims in the event of defective performance

Material breach of the contract: the buyer may demand a) delivery of a new item without defect/delivery of the missing item, b) repair, c) a reasonable discount, d) withdrawal from the contract.
Non-material breach: the right to repair or a reasonable discount; in case of repeated or irreparable occurrence of the defect, the procedure above applies.
The buyer states the choice of claim when making the complaint; the choice may only be changed with the Seller's consent, unless the buyer requested repair of a defect that turns out to be irreparable.
For items sold at a discount or used items, instead of exchange, the right to a reasonable discount arises if the defect corresponds to the reason for the discount/the degree of wear and tear.

7. Costs, transport and risk

The Seller bears the necessary, purposefully incurred costs of a justified complaint; the buyer is entitled to reimbursement thereof.
The risk of damage during transport for assessment is borne by the person who ordered the transport; we recommend using a tracked and insured service.
If the complaint is rejected and the buyer agrees to a paid repair, it will be charged according to the price list of the authorised service; the buyer will receive a cost estimate in advance.

8. Exclusions from rights from defective performance and liability

Defects caused by: unprofessional installation, operation, incorrect maintenance, use contrary to the manual/designation; external events (natural forces, overvoltage, voltage fluctuations, water, mechanical damage); unauthorised interventions or modifications; incorrect connection; unsuitable operating conditions (humidity, dust, chemical influences).
Aesthetic and consumable parts: normal wear and tear (scratches, dents, colour changes of plastics), broken glass/shelf caused by handling, light bulbs, filters and other consumables.
Maintenance and adjustment operations: cleaning of filters/pumps, readjustment of hinges/doors, connection costs (water/gas/electricity), transport to the workshop when repair in the apartment is refused, faults that do not manifest themselves during the technician's visit.
Professional/commercial use: the rights from defective performance under this article do not apply to appliances used outside the household (restaurants, hotels, laundries, businesses, etc.); in doubtful cases, the technical report of the authorised service prevails.

9. Special provisions for entrepreneurs

The entrepreneur must point out the defect without undue delay after having had the opportunity to inspect the goods; later complaints about obvious defects may not be taken into account.
The 12-month presumption does not apply to entrepreneurs; the burden of proof lies with the buyer.
Unless expressly agreed, the entrepreneur has no contractual quality guarantee and no free service.

10. Appliance service

Repairs of appliances are carried out by the authorised service PERFEKT SERVIS spol. s r.o.; complaint form: oprava.perfektservis.cz, telephone: , e-mail: servis@perfektservis.cz
Spare parts and paid repairs after the expiry of the statutory period for exercising rights from defective performance according to the current offer of the authorised service.

11. Communication and out-of-court dispute resolution

Contacts for communication with consumers: eshop@lord.eu, tel. +420 724 147 096 (Mon–Fri 09:00–18:00).
The consumer may use the European Commission's ODR platform: link.
The contact point is the European Consumer Centre of the Czech Republic, Štěpánská 567/15, 120 00 Praha 2, www.evropskyspotrebitel.cz.

IX. PERSONAL DATA PROTECTION

The Buyer acknowledges that the personal data provided by the Buyer to the Seller may be processed within the meaning of Regulation of the European Parliament and of the Council (EU) No. 2016/679 (GDPR) and related legal regulations.

The scope and manner of processing of the Buyers' personal data by the Seller is described in more detail in a separate section of the website here: https://lord.eu/privacy-policy/ (hereinafter the "Information provided by the controller of personal data") and in a separate section on cookies here: https://lord.eu/cookie-policy/ (hereinafter the "Cookie Usage Policy"). These documents form an integral part of these GTC. By sending the order, the Buyer confirms that before concluding the purchase contract they have familiarised themselves with the above-mentioned documents.

If the Buyer grants consent pursuant to Article 6(1)(a) of the GDPR, personal data may also be processed for the marketing purposes of the Seller and/or its contractual partners (including the sending of commercial communications by electronic means). Personal data processed exclusively on the basis of consent will be processed for the duration of its validity. Processing for marketing purposes without consent may take place within the scope of Section 7(3) of Act No. 480/2004 Coll., with the possibility to opt out at any time.

The conditions for the use of cookies and similar technologies on the Seller's website are governed by the "Cookie Usage Policy" available at https://lord.eu/cookie-policy/, which forms an integral part of these GTC. The Buyer has the option to adjust or refuse the settings for storing cookies via their browser and/or the consent management bar on the website.

The Buyer has the right to lodge a complaint with the Office for Personal Data Protection (www.uoou.cz, Pplk. Sochora 27, 170 00 Praha 7).

X. WITHDRAWAL OF THE BUYER FROM THE PURCHASE CONTRACT

In accordance with Section 1829(1) of the Civil Code, the consumer has the right to withdraw from a purchase contract concluded by distance means or outside business premises without giving any reason within 14 days. The period runs from the day:

of taking over the goods;
of taking over the last delivery of goods, where there are several types/items in one order;
of taking over the first delivery, where it is a regular repeated delivery of goods.
To meet the deadline, it suffices to send the notice of withdrawal before it expires.

The Seller allows the consumer to withdraw using the model form constituting Appendix No. 1 of these GTC ("Notice of Withdrawal"). The notice may be sent:

by e-mail to: eshop@lord.eu, or
by post to: Mc TREE a.s., Boleslavská 1391, 250 01 Brandýs nad Labem–Stará Boleslav.
via the "withdraw from the contract" form in the footer of the lord.eu website.

Upon receipt, the Seller shall confirm the acceptance of the Notice of Withdrawal in text form without undue delay.

The consumer is obliged, without undue delay and no later than within 14 days of withdrawal, to send or hand over the goods to the Seller at the above-mentioned address. The direct costs of returning the goods are borne by the consumer. Return the goods sufficiently protected against damage; this does not limit the right to try out the goods to the extent necessary to become familiar with their nature and characteristics.

Large appliances – transport arranged by the Seller

For large household appliances which, given their nature, cannot be returned by ordinary postal consignment (in particular refrigerators, freezers, washing machines, dryers, dishwashers, cookers, built-in ovens, hobs, etc.), the return transport is arranged by a carrier/service commissioned by the Seller.
The consumer requests collection as part of the withdrawal or without undue delay thereafter; the Seller will agree with the consumer the date and place of collection (usually the delivery address). The consumer is obliged to properly prepare the appliance for collection (disconnect, clean, secure, including free access).
The direct costs of returning the goods are borne by the Seller.
The consumer may also choose their own transport at their costs and risk; however, they must agree in advance on the collection date at the service centre/warehouse designated by the Seller.
Unless the nature of the item prevents it, the use of the original packaging is recommended; in any case the appliance must be sufficiently secured for transport. The risk of damage during transport is borne by the person arranging the transport.

The Seller shall refund all payments received, including delivery costs (up to the amount of the cheapest offered method of delivery), without undue delay, no later than within 14 days of withdrawal. The Seller is not obliged to return the funds before receiving the returned goods or until proof of their dispatch is provided, whichever occurs first. Payments will be refunded in the same manner, unless the parties agree otherwise and unless this creates additional costs for the Buyer.

The Buyer is liable for any reduction in the value of the goods as a result of handling the goods in a manner other than that necessary to become familiar with their nature and characteristics. Any compensation for damage may be unilaterally set off by the Seller against the amount to be refunded.

If a gift is provided together with the goods, the gift contract is concluded with a dissolving condition. If the consumer withdraws from the purchase contract, the gift contract ceases to be effective and the gift must be returned together with the goods; otherwise a right to monetary compensation in the amount of the usual price may arise.

The consumer cannot withdraw in the cases listed in Section 1837 of the Civil Code, in particular in contracts for:

the provision of services which, with the prior express consent of the consumer, were performed before the expiry of the withdrawal period and the consumer was informed of the loss of the right to withdraw;
the supply of goods modified according to the consumer's wishes or for their person;
the supply of goods in a sealed package which the consumer has removed from the package and which cannot be returned for hygienic reasons;
repair or maintenance carried out at the place at the request of the consumer;
and other cases exhaustively listed in Section 1837 of the Civil Code.

If the Buyer is an entrepreneur, withdrawal is governed by the agreement of the parties and these GTC; the statutory 14-day right under Section 1829 of the Civil Code does not apply.

XI. FINAL PROVISIONS

These GTC are effective from 01.04.2026.
Version designation: GTC 1.1/2026.
By sending the order through the online store, the Buyer unconditionally accepts all provisions of these GTC, including their appendices, and expresses their consent with them.
All legal relations between the Buyer and the Seller, and any disputes between them, are governed by the legal system of the Czech Republic and will be resolved before the competent courts of the Czech Republic. Pursuant to the Consumer Protection Act, the consumer has the right to out-of-court resolution of a consumer dispute arising from a purchase contract or a contract for the provision of services (hereinafter the "consumer dispute"). The subject of out-of-court resolution of consumer disputes (ADR) in the Czech Republic is the Czech Trade Inspection, with its registered office at Štěpánská 567/15, 120 00 Praha 2, IČ:000 20 869, internet address: www.coi.cz.
These GTC, including their components, are valid and effective from 01.02.2026 and repeal the previous version of the GTC, including their components; they are available at the registered office and premises of the Seller or electronically at the internet address: www.lord.eu.

APPENDIX 1 - FORM FOR WITHDRAWAL FROM THE PURCHASE CONTRACT:

Sender: First name and surname: ______________
Residence: ______________ (optionally e-mail: ______________, telephone number: ______________)

Recipient: Seller: McTREE a.s., IČ: 25071939, registered office: Živanická 26, 190 17 Praha 9

contact address: Mc TREE a.s., Boleslavská 1391, 250 01 Brandýs nad Labem–Stará Boleslav

Notice of withdrawal from the purchase contract

On __________ I ordered goods __________________ at your websites / in the lord.eu online store, order number __________, in the value of __________ Kč. I received the ordered goods on __________.

Pursuant to the provision of Section 1829(1) in connection with the provision of Section 1818 of Act No. 89/2012 Coll., the Civil Code, I exercise my statutory right and withdraw from the purchase contract concluded via the internet, which concerns the goods stated above, which I am returning to you with this letter, and at the same time I request the transfer of the purchase price in the amount of __________ Kč and __________ Kč for postage to my bank account number __________, no later than within 14 days of the delivery of this withdrawal from the contract.

Place: __________ Date: __________

First name and surname of the consumer: ______________________ (signature): ______________________

Attachments: Proof of purchase

APPENDIX 2 - WARRANTY TERMS AND CONDITIONS FOR LORD BRAND HOME APPLIANCES

These warranty terms and conditions of Mc TREE a.s., with its registered office in Praha 9, Živanická 26, Postal Code 19017, IČO: 25071939, registered in the Commercial Register kept by the Municipal Court in Prague under file No. B 4246 (hereinafter also the "Provider"), apply to LORD brand home appliances and accessories distributed or sold by the Provider (hereinafter also the "appliance") and purchased by consumers (hereinafter the "consumer" or "Buyer") on the market in the Czech Republic.

Quality guarantee

The Provider grants a quality guarantee for the appliance, i.e. that the purchased appliance will retain its functions and performance (hereinafter the "guarantee") for the warranty period stated below during usual use in the consumer's household within the meaning of Section 419 of Act No. 89/2012 Coll., the Civil Code, as amended by later regulations, and when not overloaded.
The Buyer is entitled to exercise the right from a defect occurring in the appliances during the warranty period if the instructions for installation, operation and maintenance are observed within the scope of normal use in a household. By claiming a defect of the appliance under the guarantee, the Buyer agrees to these warranty terms and conditions.
For appliances sold at a lower price due to a defect, the guarantee does not cover the defects for which the lower price was agreed.
For used appliances, the guarantee does not cover defects corresponding to the degree of use or wear that the appliance had when taken over by the Buyer.
The right under the guarantee does not arise if the Buyer knew about the defect of the appliance at the time of its taking over.
No quality guarantee is provided for appliances used for purposes other than domestic use or placed elsewhere than in a household environment (e.g. restaurants, hotels, hairdressers, laundries, butcher's shops, petrol stations, repair shops, workshops, etc.).
The guarantee arising from these warranty terms and conditions is valid only in the territory of the Czech Republic.

Rights under the guarantee

Within the guarantee, the Buyer has the right to a free repair of the complained-of defect of the appliance. Based on the Provider's decision, the complaint may instead of a repair be settled by exchanging the defective appliance for another one (of the same type and design, new and defect-free; while, at the Provider's sole discretion, an appliance of a newer and/or technologically superior design, or an appliance whose price exceeds that of the defective appliance for another reason, may be provided as part of the exchange), or by refunding the purchase price. The Provider may proceed in this way at its discretion, in particular if the repair would be disproportionately costly (especially with regard to the significance of the claimed defect and the value the appliance would have without the defect) or if the claimed defect proves irreparable. With regard to the exchange of the appliance for another one or possibly the refund of the purchase price, the Provider may refer the Buyer to the seller from whom the Buyer purchased the defective appliance.

The appliance cannot be repaired free of charge under the guarantee:

if the defect was caused by an external event after the risk of damage to the appliance passed to the Buyer. This does not apply if the defect of the appliance was caused exclusively by the Provider or the seller of the appliance;
if the sold appliance was installed or used contrary to the enclosed operating manual, or the assembly manual, in particular if the appliance was excessively loaded, unprofessionally installed or connected to unsuitable sources (e.g. unsuitable water or gas pressure, unsuitable electrical connection, etc.).
in the case of a fault caused by improper handling or unsuitable placement (e.g. humid, dusty, chemically or otherwise unsuitable environment);
if the appliance is used for a purpose other than that determined by the manufacturer, in particular if it is used otherwise than for the personal purposes (outside the household) of the consumer;
in the case of defects caused by unprofessional intervention, unauthorised design modifications or a repair or other intervention in the appliance carried out by an unauthorised person (i.e. any person other than the authorised service);
in the case of damage arising from a natural disaster or related to other external influences (or bearing their characteristic features) (e.g. higher voltage in the electricity grid, short circuits or instability of the grid, etc.);
if no proof of purchase of the appliance is presented;
in the case of normal wear and tear of the appliance caused by its usual use;
in the case of damage or defects of the aesthetic components of the appliance that do not ensure its functionality, such as:
- defects caused by transport damage or relocation (e.g. scratches, dents, cracks, broken glass and shelves, etc.),
- defects of non-functional aesthetic components such as handles, glass, control switches, etc., which are a consequence of normal wear and tear,
- colour change of plastic components (a normal physico-chemical phenomenon over time of use),
- defects of consumable materials whose lifetime is determined by the nature of the component (e.g. light bulbs, water filters, air and dust filters, carbon filters of all kinds, etc.),
- defects of accessories and optional glass equipment (e.g. shelves, baking trays, etc.) caused by improper handling or inappropriate treatment.

The guarantee further does not include:

costs of any connection of the appliance to supply sources (e.g. electrical connections, water, gas connections, etc.);
unnecessary costs of transport of the appliance to workshop premises (e.g. in the case of unjustified refusal of the repair by the Buyer at their place of residence);
readjustment of the door opening direction, swapping the appliance's hinges, etc.

Warranty period

The warranty period is 2 years (hereinafter the "warranty period").
The warranty period runs from handing over the appliance to the Buyer; if the appliance was dispatched under the contract, it runs from the delivery of the appliance to the designated place.
The Buyer must make the complaint without undue delay after discovering the defect of the appliance, but no later than by the end of the warranty period. Upon expiry of the warranty period under these warranty terms and conditions, all rights of the Buyer under the guarantee under these warranty terms and conditions not exercised by that time cease to exist.

Free appliance service

Within 14 days from the moment of purchase of the appliance, the consumer has the right to register for the free service of the purchased appliance for a period of 3 years from the date of the end of the warranty period (hereinafter the "free service period").
Registration for the free service is possible only for appliances that are new (not used) at the time of sale, whose price has not been reduced due to a defect, and belonging exclusively to the following product groups: washing machines and laundry dryers, dishwashers, baking ovens, glass-ceramic hobs, cooker hoods, microwave ovens, combined refrigerators, refrigerators, freezers.
To register for the free service, the consumer is obliged to use the registration form available on the website www.lord.eu. Any other method of registration for the free service is not permissible. By sending the completed registration form, the Buyer declares that they have read the conditions of the free service of the appliance stated in these warranty terms and conditions and that they agree with these conditions.
The consumer may register for the free service of the appliance, within the period stated in point 1 of this article, at the earliest as of the day of effectiveness of this version of the warranty terms and conditions, i.e. starting from 1 February 2026.
The correct, truthful and complete completion of all details required by the form is a necessary prerequisite for a valid registration for the free service of the appliance and the provision of any performance by the Provider under this service.
An incomplete completion of the details also includes the submission of the documents required by the form in an illegible condition.
The Provider is not obliged to verify the correctness, truthfulness and completeness of the details completed in the form after its completion.
A further condition for exercising the free service is the presentation of the confirmation e-mail that the consumer received after sending the completed registration form to the authorised service.
Personal data about the consumer provided through the registration form is subject to protection under Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (hereinafter the "GDPR"), and the Provider is obliged to process it in accordance with the GDPR and only for the purposes determined by these warranty terms and conditions. By registering through the form, the consumer grants consent to the processing of the personal data stated in the form.
The exceptions to the provision of performance under the guarantee, according to the list stated above, apply analogously to the provision of the free service. The free service also does not cover data loss or normal wear and tear, such as, for example, wear of bearings, the V-belt or motor brushes, etc. In the event of such faults, their remediation is possible, after prior agreement with the consumer, for payment.
The service under this article includes exclusively the right to a free repair of the appliance by the authorised service stated below, which also determines the manner in which the repair will be carried out. During the free service period, the consumer is not entitled to exercise other rights from the defective product, unless the Provider decides otherwise.
The repair of the complained-of appliance will be carried out within 60 days of taking over the complained-of appliance by the authorised service, unless the consumer agrees with the authorised service on a longer period.
If, within the free service, the Buyer sends or transports the appliance with the relevant documents to the authorised service, this takes place (including its dispatch or transport back to the Buyer) at the costs and risk of the Buyer. If, however, it is a justified repair of the appliance, the Buyer is entitled to reimbursement of the purposefully incurred dispatch or transport costs.

Where a complaint can be made

The Buyer exercises the right to repair the defective appliance at the authorised service for the Czech Republic: PERFEKT SERVIS spol. s r.o., via the web form on the website https://oprava.perfektservis.cz, by telephone at , or by e-mail at servis@perfektservis.cz. (hereinafter the "authorised service"). During the warranty period and the free service period, only the above-mentioned authorised service is entitled to repair the appliances.
Other rights from liability for defects, apart from the repair of the appliance (exchange of the appliance, discount from the purchase price, refund of the purchase price), are exercised by the consumer at the seller at whom the defective appliance was purchased.
The Buyer is obliged to provide the Provider and the authorised service with all lawfully required cooperation necessary for ascertaining the legitimacy and justification of the complaint and for verifying the existence of the claimed defect, including an appropriate test (or disassembly) of the appliance, during the operating hours of the Provider or the authorised service.
The Provider, in cooperation with the authorised service, will assess the legitimacy and justification of the complaint of the appliance and decide on the manner of its settlement. The manner of carrying out the warranty repair is determined by the authorised service.
When the complaint is made, the Provider or the authorised service is obliged to issue to the Buyer a written confirmation stating the date on which the Buyer made the complaint, its content, the manner of settlement of the complaint requested by the consumer and the consumer's contact details for the purpose of providing information on the settlement of the complaint. The date of the warranty repair is set by agreement between the authorised service and the Buyer. If such an agreement is not reached, the authorised service sets the date of the warranty repair with the maximum possible regard to the needs of the Buyer.
If a spare part is used in the repair, the removed original part is not returned to the Buyer and becomes the property of the Provider.
During the settlement of the complaint under the guarantee (i.e. also during the warranty repair), the Buyer has no right to be provided with a replacement appliance.
If, under the guarantee, the Buyer sends or transports the appliance with the relevant documents to the authorised service, this takes place (including its dispatch or transport back to the Buyer) at the costs and risk of the Buyer. If, however, it is a justified complaint, the Buyer is entitled to reimbursement of the purposefully incurred dispatch or transport costs.
If the Buyer, after the complaint has been settled (i.e. also after its possible rejection), does not take back the complained-of appliance that they handed over, sent or transported to the authorised service, even after a reminder by the authorised service or the Provider within an additional period of 30 days, the authorised service, or the Provider, is entitled, at the costs and risk of the Buyer, either to sell or dispose of this appliance, if the appliance would be unsaleable. If this appliance is sold, the authorised service, or the Provider, will hand over to the Buyer the proceeds of the sale, reduced by the storage fee and the purposefully incurred costs of the sale.

Under Act No. 634/1992 Coll., on Consumer Protection, as in force, Buyers have the right to out-of-court resolution of disputes from consumer contracts, governed by the provisions of Section 20d et seq. of the Consumer Protection Act. With regard to the provision of Section 20e(d) of the Consumer Protection Act, the subject matter competent for the out-of-court resolution of consumer disputes concerning purchase contracts for the sale of appliances to Buyers is primarily the Czech Trade Inspection (www.coi.cz).

These warranty terms and conditions may be changed, supplemented, replaced or repealed at any time. Any such amendment will be announced in advance on the website www.lord.eu. Any amendment to the warranty terms and conditions does not apply to the warranty terms and conditions for already sold appliances, for which the warranty terms and conditions in the version effective at the time of their purchase by the Buyer continue to apply.

(version valid and effective as of 01.09.2026)

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