Terms and Conditions

1. Company and Contact Information

MerchCrate is operated by Kopec InnoTech s.r.o.
Grafická 3365/1, Smíchov, 150 00 Praha 5, Czech Republic
Company ID (IČO): 21847126 · Not VAT registered
Registered: Městský soud v Praze, oddíl C, vložka 407382
Email: merchcrate@kopecinnotech.com
Website: www.merchcrate.eu · kopecinnotech.com

2. Placing an Order

Orders are submitted via the online form on our website. Once received, we will send you a confirmation email with an estimated price quote within 24 hours. A binding order arises once both parties approve the final visualization and price.

3. Pricing

Prices shown in the configurator are estimates and depend on quantity, chosen technology, and material. The binding price is stated in the price quote sent by email. Prices are listed excluding VAT (we are not a VAT payer).

4. Payment

We accept the following payment methods:

• Bank transfer based on a pro forma invoice
• Online card payment (based on a payment request)

Production begins once payment is received in our account.

5. Delivery

Standard production time is 5-10 business days from approval of the visualization and payment of the deposit. Delivery is by courier service or personal pickup by arrangement. We will notify you by email once your order has shipped.

6. Artwork, Proof Approval, and Production

The customer is responsible for the accuracy and legal compliance of supplied artwork (logos, images, text). We recommend vector formats (AI, EPS, SVG) or bitmap files with a resolution of at least 300 DPI.

Before production begins, we will send you a visualization (proof) of the print based on your configuration and artwork. Production does not start until the proof is approved, either explicitly by you or, if you do not respond within 48 hours of us sending it, by default. Once a proof is approved, whether explicitly or by default, you are responsible for anything visible in it, including spelling, color, and placement, and this is not covered by the reprint guarantee in Section 7.

7. Complaints, Returns, and the Reprint Guarantee

Complaints must be submitted within 14 days of receiving the goods by sending photo documentation and a description of the defect to merchcrate@kopecinnotech.com. We do not accept complaints for defects caused by errors in the customer's supplied artwork or in a proof approved (explicitly or by default) under Section 6, or by improper care of the product.

Under the MerchCrate Straight Price guarantee, if a product arrives with a genuine production defect (e.g. a misprint, wrong placement, or a damaged print) that was not present in or caused by the approved proof, we will reprint the affected pieces free of charge, subject to the following:

• You must return the defective pieces to us, or, where we agree with you in writing, only the specific units affected, before a reprint is dispatched. We do not reprint items that have not been returned to us.
• The reprint is limited to the quantity of pieces actually found defective and returned; we do not reprint or refund pieces without a demonstrated production defect.
• We may request additional evidence (order number, clear photos of each affected piece, the returned goods themselves) before approving a claim, and we decide, acting reasonably and in good faith, whether a claim qualifies under this guarantee. We may offer a partial reprint or replacement of specific pieces where that reflects the actual scope of the defect, instead of reprinting or refunding the full order.

8. Withdrawal from the Contract

As these are goods manufactured to the consumer's specifications, the right to withdraw from the contract without giving a reason (within 14 days) does not apply, pursuant to Section 1837(d) of Act No. 89/2012 Coll., the Civil Code, once the visualization has been approved and production has started.

9. Governing Law and Jurisdiction

These Terms are governed by the laws of the Czech Republic. Any dispute arising from or relating to these Terms falls under the exclusive jurisdiction of the courts of Praha 5, Czech Republic. If you are a consumer resident in another EU member state, you may also bring proceedings in the courts of your country of residence.

The European Commission provides an Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr, which you may use to resolve disputes without going to court.

10. Final Provisions

All disputes will primarily be resolved by agreement between the parties. We may update these terms at any time; the current version is always published on this page.