Terms and conditions

1. Enquiry and quote

1.1 An enquiry sent from the website, by e-mail or made in person at the showroom is not an order and creates no obligations on either side. It lets us understand the scope of work so we can prepare a quote.

1.2 On the basis of the enquiry we prepare a written quote. It states the material specification, dimensions, surface finish, price, expected delivery date and the scope of work included. The quote is valid for 30 days from issue unless stated otherwise.

1.3 For jobs including laying, an on-site survey is part of the quote. The survey is free within 50 km of Karlstejn, further by prior arrangement. Without a survey the price is always indicative only.

2. Formation of the contract

2.1 The contract arises when the customer confirms the quote in writing or by e-mail and that confirmation reaches us. Oral arrangements not captured in the quote or subsequent written correspondence are not binding.

2.2 By confirming the quote the customer also confirms that they have seen the chosen pattern, tone and finish in person at our showroom, or that they have expressly chosen to order without viewing. We always recommend a visit.

2.3 Changes to a confirmed order are possible only before manufacture begins. Once it has begun, changes are possible only by agreement and at the buyer cost where the material has already been cut or worked.

3. Prices and payment

3.1 Prices are stated excluding VAT unless expressly said otherwise. Prices on the website are indicative and show the order of magnitude — only the price in the confirmed quote is binding.

3.2 For bespoke manufacture we require a deposit in the amount stated in the quote, usually 50 % of the material price. The deposit is due within 14 days of confirming the quote and manufacture starts once it is received. The balance is due before handover.

3.3 The goods remain our property until paid in full. In case of late payment we are entitled to statutory default interest and to suspend further work until payment is made.

4. Manufacture and lead time

4.1 The lead time is stated in the quote and runs from receipt of the deposit, not from confirmation of the quote. For standard jobs it is six to ten weeks, for staircases eight to ten weeks.

4.2 Solid wood is a natural material and a specific grain and grade is not always available. If the chosen pattern is not available in the quantity required, we inform the customer at once and offer either a later date or the closest comparable option. In that case the customer may withdraw from the contract and the deposit is refunded in full.

4.3 For phased deliveries we hold the material from one batch so the tone does not vary between phases. This is possible only if the total scope is known when the quote is confirmed.

5. Site readiness and laying

5.1 Before laying, building work must be complete, wet processes finished and the room cleared. Moisture in a concrete subfloor must not exceed 2 % CM, or 0.5 % CM for anhydrite. Room humidity must be between 40 and 60 % and temperature between 18 and 24 °C.

5.2 If these conditions are not met when our crew arrives, we will not start laying. The wasted call-out is charged at the rate stated in the quote. This is not a penalty — laying a floor on a damp subfloor guarantees a defect that can only be put right by replacement.

5.3 Underfloor heating must be commissioned before laying according to the heating protocol and switched off on the day of laying. The customer provides the protocol at the survey at the latest.

6. Properties of solid wood

6.1 Solid oak is a natural material. Differences in grain, colour, ring density, knots, medullary rays and small checks are its natural properties, not defects. Neither photographs on the website nor sample images can capture these differences fully.

6.2 Wood changes tone under light. Oak darkens in the first months after laying and settles after roughly a year. Areas shaded by a rug or furniture darken more slowly, which shows as a temporary difference when the room is rearranged. This is not a defect.

6.3 Wood moves with changes in air humidity. In the heating season joints open slightly and close again in damper periods. Joints opening up to 0.5 mm on planks and 0.3 mm on parquet are within the norm.

6.4 Visual inspection is carried out standing, at eye level, in diffuse daylight. The area as a whole is assessed, not an individual piece. Faults visible only under sharp raking light are not considered defects.

7. Complaints

7.1 We provide the statutory warranty on the product and on the work carried out. Obvious defects must be raised on handover and recorded in the handover protocol; hidden defects without undue delay after discovery.

7.2 Submit a complaint in writing to our registered address or by e-mail. State the quote number, a description of the defect, when it appeared, and attach photographs of both the whole area and the detail. We handle complaints within 30 days of receipt.

7.3 The warranty does not cover defects caused by persistently unsuitable air humidity, water ingress, mechanical damage, unsuitable maintenance, cleaning products other than those in the instructions supplied, or normal wear.

8. Maintenance

8.1 On handover the customer receives maintenance instructions. Following them is a condition of the warranty. The essentials are keeping humidity between 40 and 60 %, sweeping or vacuuming, and refreshing the finish with oil at intervals according to use, usually every one to three years.

8.2 On oiled surfaces a damaged spot can be repaired locally. On lacquered surfaces the whole continuous area must be sanded. We point this difference out when the finish is being chosen.

9. Withdrawal from the contract

9.1 Goods made to the buyer specification cannot be returned without reason, even in distance selling — this is an exception expressly set out in the Civil Code. It applies to practically our entire range.

9.2 The contract may be withdrawn from in the cases set out by law, and further if the lead time is extended by more than six weeks for reasons on our side. In that case we refund the deposit in full within 14 days.

10. Final provisions

10.1 The relationship is governed by the law of the Czech Republic. Disputes are resolved primarily by agreement. Consumers have the right to out-of-court dispute resolution at the Czech Trade Inspection Authority, coi.cz.

10.2 These terms apply in the version effective on the date the quote is confirmed. Any change does not apply retroactively to orders already confirmed.