Terms of service

Terms and Conditions

Last updated: 2 October 2026

1. Seller

The online store at filamentlab.eu is operated by:

ACG STORES s.r.o.

Palackého 127, 738 01 Frýdek-Místek, Czech Republic

Company ID: 27777952

VAT ID: CZ27777952

Email: orders@filamentlab.eu

Phone: +420 725 113 081

These Terms and Conditions govern purchases made through filamentlab.eu. The contract is concluded with ACG STORES s.r.o.

2. Consumers and business customers

A consumer is an individual acting mainly outside their trade, business or profession. A business customer is a person or organisation purchasing in connection with business or professional activity.

Sections expressly referring to consumers apply only to consumers. Mandatory consumer rights remain unaffected. Business customers may contact us for volume pricing, project supply and individually agreed commercial terms.

3. Product information

We take reasonable care to keep product descriptions, technical parameters, images, compatibility information and availability accurate. Colours displayed on a screen and the appearance of packaging may differ from the physical product. Manufacturer packaging and non-material product details may change without notice.

Printing settings are practical starting points, not guaranteed settings for every printer, environment or application. The customer remains responsible for checking equipment compatibility and whether a material is suitable for the intended technical use. This does not limit rights relating to defective or incorrectly described goods.

4. Prices and taxes

The product page and checkout show the price, currency and applicable tax treatment. The final total, including applicable VAT and shipping, is shown before the order is submitted.

For eligible cross-border business purchases, any VAT treatment depends on the valid information supplied by the customer and the applicable tax rules. We may verify a VAT number and correct or cancel an order if the requested treatment cannot lawfully be applied.

Obvious pricing or calculation errors do not bind us. If such an error affects an order, we will contact you and offer the correct price or cancellation with a full refund.

5. Placing an order and concluding the contract

Products in the store are an invitation to place an order. By selecting the final order button, you submit a binding offer to buy the items shown in checkout and confirm that the supplied information is correct.

An automatic acknowledgement confirms that we received the order; it does not by itself mean that the order has been accepted. The contract is concluded when we expressly accept the order, confirm fulfilment or dispatch the goods, whichever occurs first.

We may refuse or cancel an order before acceptance where a product is unavailable, the payment is not authorised, the delivery destination is unsupported, information appears incorrect or fraudulent, a legal restriction applies, or an obvious price or product-data error occurred. Any captured payment for a cancelled order is refunded.

The contract language is English unless we expressly agree otherwise.

6. Payment

Available payment methods are displayed at checkout and may vary by destination or device. Payments may be processed by Shopify Payments, PayPal or another provider identified at checkout. The provider may apply its own customer terms and security checks.

Payment is due when the order is submitted unless checkout or an individually agreed B2B offer states otherwise. We do not store full payment-card details.

7. Availability, dispatch and delivery

Products may be marked in stock, available to order or unavailable. An estimated dispatch date is shown where applicable. Availability and dispatch dates are estimates until the order is accepted.

Shipping destinations, rates, parcel limits, delivery estimates and pickup-point availability are described in our Shipping Policy and shown at checkout. An order containing products with different availability is normally dispatched when all items are ready unless we agree to split it.

For consumers, risk of loss or damage passes when the consumer or their designated recipient receives the goods, except where the consumer independently commissions a carrier not offered by us. Rules for business customers follow applicable law and any individually agreed delivery term.

8. Consumer withdrawal

Consumers normally have 14 days after receipt to withdraw from a distance contract without giving a reason. The procedure, return costs, refund timing, statutory exceptions and model form are set out in our Returns and Refunds Policy.

For a change-of-mind withdrawal, the consumer bears the direct cost of returning the goods to our return address in the Czech Republic, including where the goods were delivered to another country. Different rules apply to defective, damaged or incorrectly supplied goods as described in the Returns and Refunds Policy.

Business customers have no statutory or contractual right to return goods merely because they changed their mind, ordered the wrong product or no longer need the goods. This does not affect their rights concerning defective or incorrectly supplied goods. Any other business return requires our prior written agreement.

9. Defective goods and complaints

Goods must conform to the contract and their description. Consumers have the mandatory legal guarantee and remedies provided by applicable law. Details and contact instructions are in our Returns and Refunds Policy.

Business customers must inspect delivered goods within a reasonable time and notify us of an apparent defect without undue delay. Their defect rights follow the contract and applicable law; consumer-only rights and the consumer withdrawal procedure do not apply to B2B purchases.

10. Order limits and resale

We may set reasonable quantity limits, require an individual freight quotation or request additional verification for unusually large orders. Purchasing for resale is not prohibited, but it does not create a distribution, exclusivity or authorised-reseller relationship unless agreed in writing.

11. Liability

Nothing in these Terms excludes or limits liability that cannot legally be excluded, including mandatory consumer rights and liability for intentional misconduct or gross negligence.

For business customers only, and to the maximum extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, production interruption or loss caused by using a product outside its documented purpose or technical limits. Any separately agreed B2B terms take priority over this section.

12. Personal data

We process personal data as described in the Privacy Policy published on filamentlab.eu. Payment providers, carriers and fulfilment partners process information necessary to complete the order under their respective roles and privacy terms.

13. Governing law and disputes

These Terms and the contract are governed by Czech law. For consumers resident in another EU country, this choice does not deprive them of mandatory protection provided by the law of their habitual residence.

Please send complaints first to orders@filamentlab.eu so we can resolve them directly. If we cannot resolve a consumer dispute directly, the competent alternative dispute-resolution body is the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI). Information and the application form are available on the ČOI alternative dispute resolution website. A consumer may apply within one year of first asserting the claim with us, after an unsuccessful attempt to resolve it directly. The procedure is free of charge and aims to reach an amicable settlement; it does not restrict the right to seek a remedy before the competent courts. The former EU Online Dispute Resolution platform was discontinued on 20 July 2025 and is therefore not referenced as an active service.

Courts with jurisdiction are determined by applicable law. Any agreement on Czech court jurisdiction applies only where legally permitted and does not restrict mandatory consumer rights.

14. Changes and severability

The Terms applicable to an order are those available when the order is submitted. We may update these Terms for future orders. If one provision is invalid or unenforceable, the remaining provisions continue to apply.