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General terms and conditions

General terms and conditions

Last Updated: 13.06.2025


These General Terms and Conditions govern the purchase of products via the website www.gotuna.com and through offline retail operations managed by MyMiStore s.r.o., a company registered in the Czech Republic.

These Terms comply with Directive 2011/83/EU, the Czech Consumer Protection Act (Act No. 634/1992 Coll.), and the General Data Protection Regulation (EU) 2016/679 (GDPR).

All orders for products placed at the Go Tuna offline store and on the website www.gotuna.com are processed by MyMiStore s.r.o., including payments made by credit and debit cards.

MyMiStore s.r.o. is a legal entity registered in the Czech Republic and is responsible for fulfilling all orders placed through its platforms.


1. Conclusion of the Purchase Agreement

  • Placing an order through the website constitutes an offer to enter into a purchase contract under Sections 2079 et seq. of Act No. 89/2012 Coll., the Civil Code of the Czech Republic.
  • The consumer must provide accurate information necessary for order processing.
  • The contract is deemed concluded upon the seller’s confirmation of the order.
  • Acceptance of the goods by the consumer confirms agreement with these terms, unless the seller receives written objection within 14 days of delivery.
  • Any additional or contradictory terms proposed by the consumer shall not be binding.
  • Representatives of the seller are not authorized to alter these Terms and Conditions.


2. Order and Payment

  • Funds from credit or debit cards are charged only after the order is confirmed.

  • The seller reserves the right to decline card payments.

  • If card payment is not possible, the customer will be advised to use a bank transfer.

  • Until full payment is received, goods remain the property of the seller, who reserves the right to withhold shipment until payment is confirmed.


3. Product Delivery

  • The delivery obligation begins upon order confirmation and is fulfilled when the goods are received by the consumer.

  • Delivery times depend on the selected method and product availability. These times are indicative, and the seller will make every effort to meet them.

  • Some products are available in stock, others may require ordering from the manufacturer.

  • Split delivery is possible. However, the total delivery cost will not exceed the originally agreed amount.


4. Damaged or Incorrect Goods

  • The consumer must inspect goods upon delivery and report any damage, defects, or incorrect items within 14 calendar days.

  • Return and replacement costs due to confirmed damage or error are fully covered by the seller.

  • Responsibility for the goods remains with the seller until delivery to the consumer.

  • If the consumer instructs the carrier to leave the parcel with a neighbor or in a designated location, liability passes to the consumer.

  • Claims submitted more than 14 days after receipt will not be considered unless the consumer can prove the seller or logistics provider was at fault.

  • If damage occurs during return shipping initiated by the consumer, the consumer bears responsibility.


5. Incorrect Delivery

  • The customer must notify the seller of any incorrect items received within 14 days.

  • The seller will arrange for a free replacement and cover all related return costs.

  • Consumers must return any goods delivered by mistake (not ordered) at the seller’s expense.

  • Failure to return such goods within 14 days gives the seller the right to charge the full value of the item.


6. Right of Withdrawal

  • The consumer has the right to cancel the purchase within 14 calendar days of delivery, without giving a reason.

  • Upon cancellation, the consumer is responsible for returning the goods and any associated return costs.

  • In case of purchasing a product directly on the website www.gotuna.com, the withdrawal can also be submitted through the user’s personal account — [here].

  • Notification of withdrawal must be submitted in writing (email, postal mail).

  • Goods must be returned within 14 days of the withdrawal notice.


Return is not possible for:

  • Opened software, CDs, or DVDs that have been activated or registered

  • Headphones, accessories for wind instruments, or other personal-use items that have been unsealed

  • Customized or modified products, or items integrated into other devices


7. Seller’s Responsibility

  • The seller is not liable for any indirect, incidental, or consequential damages, including loss of profits, data, or opportunities, arising from the use or inability to use products or services.

  • Minor differences in product features (e.g., packaging updates) do not justify returns.

  • The seller ensures protection of personal data under GDPR but is not responsible for breaches caused by third parties.


    The seller reserves the right to cancel an order in the event of:

    • Product unavailability
    • Obvious pricing errors
    • Suspected fraud
    • Abuse or violation of return policy
    • In such cases, a full refund will be issued within 10 banking days.


    8. Limitation of Liability

    To the fullest extent permitted by law:

    • The seller is not liable for indirect or consequential losses including, but not limited to, loss of profits, revenue, or data.

    • The seller’s total liability will not exceed the amount paid by the consumer for the product in question.

    • This clause does not limit any statutory consumer rights, including the right to receive goods that conform to the contract.


    9. Warranty

    • All products include a 2-year statutory warranty unless otherwise stated.

    • For defects appearing within 180 days of delivery, the burden of proof lies with the seller.

    • Remedies include repair, replacement, or refund depending on the circumstances.

    • If repairs exceed 30 days, the consumer may request a replacement.


    10. Complaint Handling and Dispute Resolution

    Consumers may submit complaints regarding products or services:

    • In writing via email

    • Through the online return form in the personal account on the website

    • By post to the company’s registered address


    Telephone complaints are not considered official unless confirmed in writing. Detailed in Claims and Right of Withdrawal [here].

    The seller will confirm receipt and respond to the complaint within 30 days.


    If the dispute cannot be resolved directly, the consumer may contact:


    Legal disputes shall fall under the jurisdiction of the competent courts of the Czech Republic, unless mandatory laws state otherwise.


    11. Personal Data Protection

    • Consumer data is protected under GDPR and the Digital Services Act (DSA).

    • Registered consumers have the right to access, correct, edit, and delete their data.

    • To request deletion, please email: hey@gotuna.com

    • Data is used solely for processing orders and improving services.

    • Data is not shared with third parties without consent.

    • Full Privacy Policy available [here].

    • Cookie usage is governed by our Cookie Policy and requires active consent.


    12. Cybersecurity

    • The seller ensures data protection in compliance with the Cyber Resilience Act (CRA).

    • Consumers should use strong passwords and avoid sharing confidential information.


    13. Contact Information

    For questions regarding these Terms and Conditions, orders, returns, or data protection, contact us at:

    • Address: K Radotinu 15, 15600, Prague 5, Zbraslav, Czech Republic

    • Phone: +420 604 866 377

    • Email: hey@gotuna.com


    Our support team is available during business hours and aims to respond within 2–3 business days.


    14. Final Provisions

    These Terms and Conditions are effective upon publication on the website.

    The seller reserves the right to amend them, with prior notice provided to consumers.

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