Terms and Conditions

These General Terms and Conditions (hereinafter referred to as the “GTC”) govern the legal relations arising from the supply of products and goods, in particular custom-made textiles with printing, embroidery or patch application, as well as from the conclusion of purchase agreements and the execution of orders between the Provider and the contracting parties.

Provider

Company name: KONTUR, s.r.o.
Registered office: Konečná 2, 951 12 Ivanka pri Nitre, Slovak Republic
Registered in: District Court Nitra, Section Sro, File No. 26189/N
Company ID (IČO): 45 415 986
Tax ID (DIČ): 2022999638
VAT ID: SK2022999638
Contact: kontur@kontur-textile.eu

1. Contracting Parties and Definition of the Customer

The Customer is obliged to familiarise themselves with these GTC before submitting an order. By submitting an order, the Customer confirms that they have read these GTC, understood their content and fully agree with them.

The GTC are published on the Provider’s website in accordance with Section 273 of Act No. 513/1991 Coll., the Commercial Code of the Slovak Republic.

Customer categories:

a) Business Customer:
A legal entity or a natural person – entrepreneur (self-employed person), including foreign entities (in particular from the Slovak Republic, Germany and Austria), entering into a contract within the scope of their business activities.

b) Public Sector:
The Slovak Republic, state authorities, local self-government bodies or another contracting authority pursuant to Act No. 343/2015 Coll. on Public Procurement.

c) Consumer:
A natural person who, when concluding and performing a consumer contract, does not act within the scope of their business activities or professional occupation, within the meaning of Act No. 108/2024 Coll. on Consumer Protection and on amendments to certain acts.

1.1. Order and Formation of the Contract

Each order delivered to the Provider shall be considered a proposal for entering into a contract. The contract is concluded only upon confirmation of the order by the Provider, usually by e-mail. Only from this moment does a binding contractual relationship arise between the parties. A mere inquiry by the Customer or the sending of a quotation by the Provider shall not be considered the conclusion of a contract.

1.2. Governing Law

The legal relations between the Provider and the Customer shall be governed by the laws of the Slovak Republic.

a) Consumer Relations:

Legal relations between the Provider and the Consumer shall be governed primarily by Act No. 40/1964 Coll., the Civil Code, Act No. 108/2024 Coll. on Consumer Protection, and other generally binding legal regulations of the Slovak Republic.

b) Business Customers and Public Sector:

Legal relations between the Provider and a Customer who is not a Consumer shall be governed primarily by Act No. 513/1991 Coll., the Commercial Code.

In the case of public procurement, the relationship shall also be governed by Act No. 343/2015 Coll. on Public Procurement.

c) International Business Relations:

In the case of an international business relationship, the contractual relationship shall be governed exclusively by the laws of the Slovak Republic.

The competent court for resolving disputes shall be the court having jurisdiction according to the Provider’s registered office in the Slovak Republic.

1.3. Custom-Made Production and Withdrawal from the Contract

The Customer acknowledges that, for goods manufactured according to the Customer’s individual requirements, withdrawal from the contract without giving a reason within 14 days is not possible.

This applies in particular to:

textiles with the Customer’s own printing,
embroidery,
sublimation,
or other personalised modifications.

This restriction arises from Section 19(1)(c) of Act No. 108/2024 Coll. on Consumer Protection.

2. Order Process and Technical Conditions

2.1. Inquiry and Order Documentation

The Customer may contact the Provider by e-mail or in person with a request for preparation of a quotation. For the correct processing of an order, the Customer shall provide in particular:

a) Billing information:
Company name / name and surname, Company ID (IČO), Tax ID (DIČ), VAT ID (if assigned), registered office or address.

b) Contact information:
Name of the contact person, telephone number, e-mail address, delivery address.

c) Graphic materials:
The Customer shall provide materials for printing or embroidery in electronic form. The recommended formats are .ai, .pdf, .eps, or raster files with a minimum quality of 300 dpi and a 1:1 scale ratio. The provided materials remain the property of the Customer and shall be used by the Provider exclusively for the purpose of fulfilling the order. If the supplied materials do not meet the technical requirements, the Provider may request new materials or arrange professional modification thereof (e.g. redraw or vectorisation). Such graphic services are subject to a fee and shall only be carried out after the Customer has approved the price.

d) Order specification:
The required type, brand and colour of textiles, exact quantities according to sizes and colours, preview of graphic placement, requirements for branding, labels or tailoring modifications, packaging method, required delivery date and method of collection or transport.

e) Colours:
Colours displayed in electronic previews may slightly differ from the actual product. For this reason, the Provider recommends ordering a textile sample. The Provider shall not be liable for minor colour differences in textiles caused by the manufacturer or by differences between production batches. If the Customer requires an exact print colour shade, they must specify the colour according to the Pantone Solid Coated colour system. If a Pantone shade is not specified, the Provider shall select the closest visually matching shade.

2.2. Technical Tolerances

If the Customer does not specify the exact placement of the graphic design in millimetres, the Provider shall position the design according to their professional judgement.

The Customer acknowledges that natural deviations may occur during textile production and processing due to material properties, shrinkage, heat treatment, printing technology, embroidery or the manufacturing process.

Such deviations are a normal part of textile production and shall not be considered a defect of the goods. The Customer acknowledges that technological deviations in the placement of printing or embroidery may occur during production within a reasonable range.

A deviation of up to 2 cm (depending on the type of textile, technology used and nature of the order) shall not be considered a product defect and shall not constitute grounds for a complaint.

2.3. Printing and Production Preparation

Printing preparation and the creation of technical production materials (production of screens, exposure films, setting of printing machines, creation of embroidery programmes) are chargeable services. For repeated orders of the same design in the same size, the fee for producing exposure films is generally not charged again. The fee for production preparation and technology setup remains payable according to the current price list.

2.4. Intellectual Property and Technical Data

Graphic materials supplied by the Customer remain the Customer’s property. If the Provider creates technical or graphic materials (e.g. vectorisation or an embroidery programme), such materials remain the property of the Provider until all costs associated with their creation have been fully paid. The Provider is entitled to provide such data to the Customer only after full payment has been received.

2.5. Responsibility for Supplied Materials

The Customer assumes full responsibility for ensuring that all graphic materials, logos or texts submitted for processing are owned by the Customer or that the Customer has permission for their commercial use. The Provider is neither obliged nor authorised to examine the legality of supplied materials from the perspective of copyright or trademark protection.

If claims are made by a third party against the Provider, the Customer undertakes to:

provide the Provider with cooperation in resolving the dispute;
assume all financial obligations arising from infringement of rights (penalties, damages);
reimburse the Provider for all demonstrably incurred costs related to legal defence.

2.6. Quotation and Formation of the Contract

If the inquiry contains all necessary information, the Provider shall prepare and send the Customer a quotation containing the price, technical specification and validity period. The contract is concluded only after the Customer approves the quotation and the Provider subsequently confirms the order. All approved graphic previews, technical parameters, quantities and specifications shall be considered binding.

2.7. Submission of an Order

By submitting an order or confirming a quotation, the Customer confirms that they have familiarised themselves with these GTC and agree to them.

2.8. Processing of Customer’s Own Textiles

If the Customer supplies their own textiles, they are obliged to sort and label them correctly. If the textiles are not prepared clearly and properly, the Provider may charge a handling fee. When processing the Customer’s own textiles that are normally available in the Provider’s standard range, a handling fee of EUR 0.20 excluding VAT per piece shall be charged.

The Provider shall not be liable for damage to the Customer’s own textiles caused by an unforeseeable technological reaction of the material. For this reason, the Provider recommends supplying an additional reserve of at least 1–2 % extra pieces.

3. Proofreading and Production Approval

3.1. Graphic Proof

A graphic proof represents a visual preview of the final execution of the order, particularly printing, embroidery, sublimation or another form of application on textiles. The proof contains in particular the placement of the design, dimensions, colours, production technology and a preview of the final processing. The proof is prepared by the Provider based on materials supplied by the Customer, unless the parties agree otherwise in writing.

3.2. Deadline for Sending the Proof

If the proof is prepared by the Provider, it shall generally be sent to the Customer for approval within 2 working days from confirmation of the order or delivery of all required materials. This deadline is indicative only and may change depending on the scope of the order or the current production workload.

3.3. Approval of the Proof

The Customer is obliged to review the submitted proof and provide comments without unnecessary delay, no later than 1 working day after receiving it. By approving the proof, the Customer assumes full responsibility for the accuracy of texts, graphics and placement. The Provider shall not be liable for errors that were approved by the Customer in the proof, visualisation or sample. Production may begin only after the Customer’s explicit approval of the proof, usually provided by e-mail.

If the Customer fails to respond within the specified period, the delivery deadline shall automatically be extended by the period of the Customer’s delay, and the Provider shall not be liable for any delay in production or delivery.

3.4. Repeated Modifications of the Proof

If the Customer has comments regarding the proof, the Provider shall prepare a revised version. In the event of repeated changes or extensive modifications requested by the Customer (generally more than two proof revisions), the delivery period may be extended, the production schedule may be changed, or additional charges for graphic and preparation work may be applied. The new delivery date shall be agreed individually.

3.5. Physical Product Sample

Based on an agreement between the parties, the Provider may prepare a physical product sample before commencing serial production. The sample may be sent by courier, handed over personally, or approved through a photograph or video sent by e-mail. The preparation of a sample is a chargeable service, and the price shall be communicated to the Customer in advance.

3.6. Sample Approval

If a physical sample is sent to the Customer, the Customer is obliged to provide feedback no later than 2 working days after receiving it. If approval is carried out by means of photographs or video, the Customer must approve or comment on the sample no later than 2 working days after receiving the materials.

If the Customer fails to meet these deadlines, the originally agreed delivery date becomes invalid, and the Provider is entitled to schedule production for the next available production slot.

3.7. Changes After Approval

Any changes requested after approval of the proof or sample shall be considered a new request. Such changes may result in a delay of delivery, repeated printing or production preparation, the need to create new screens, films or embroidery programmes, as well as additional costs. A change becomes binding only after written confirmation by the Provider.

4. Delivery of Goods and Delivery Periods

4.1. Beginning of the Delivery Period

The delivery period is stated approximately in the quotation or in the order confirmation. The standard delivery period is generally 14 calendar days, unless otherwise agreed. The delivery date depends on textile availability, technical complexity, order volume, approval of proofs and current production capacity.

The delivery period begins on the first working day following fulfilment of all conditions:

confirmation of the order;
approval of the graphic proof;
delivery of required materials;
receipt of advance payment (if issued) to the Provider’s bank account.

If any of these conditions is not fulfilled on time, the delivery period shall automatically be extended.

4.2. Extension of the Delivery Period

The Provider reserves the right to reasonably extend the delivery period in cases of:

unavailability of materials from suppliers;
delays by transport companies;
technical complications;
force majeure;
or other circumstances beyond the Provider’s objective control.

The Customer shall be informed about such circumstances without unnecessary delay.

4.3. Completion of Delivery

The delivery period shall be considered fulfilled at the moment the goods are handed over to the first carrier or when the Customer is informed that the goods are ready for personal collection.

The Provider shall not be liable for delays caused by the carrier or customs procedures.

The Provider is entitled to deliver the order in partial shipments.

The Customer is responsible for local taxes, customs duties or fees in the destination country.

4.4. Customer’s Duty of Cooperation

The Customer is obliged to inform the Provider without delay of all circumstances that may affect production or delivery, including:

delayed delivery of materials;
changes to graphics;
changes of delivery address;
logistical obstacles.

4.5. Acceptance of Goods

Upon receipt of the goods, the Customer must check:

integrity of the packaging;
number of packages;
visible damage.

In case of damaged shipment, it is recommended to prepare a damage report with the carrier or immediately notify the Provider. The Customer confirms acceptance of the goods by signing the delivery note.

If the Customer fails to collect the goods within 30 days from the request for collection, the Provider is entitled to charge storage fees up to EUR 3 per day.

4.6. Situations Where the Delivery Period Does Not Apply

The delivery period becomes non-binding if the Customer:

fails to pay an advance invoice;
fails to approve the proof/sample within the required period;
fails to provide required materials;
fails to provide necessary cooperation.

A new delivery period begins only after the obstacle has been removed.

4.7. Force Majeure

The Provider shall not be liable for delays caused by extraordinary, unforeseeable and unavoidable obstacles in accordance with Section 374 of the Slovak Commercial Code.

5. Price and Payment Terms

5.1. Order Price

The price for delivery of goods and provision of services is determined individually based on a quotation prepared by the Provider according to the Customer’s inquiry and specification. The price becomes binding upon written approval of the quotation by the Customer, at which point the contract is concluded.

Unless stated otherwise, all prices are quoted excluding VAT. VAT shall be charged in accordance with Act No. 222/2004 Coll. on Value Added Tax, as amended. The Customer is responsible for local taxes, customs duties or charges in the destination country.

5.2. What the Price Does Not Include

Unless otherwise stated in the quotation, the price may not include in particular:

additional graphic work;
vectorisation or modification of supplied materials;
production of new screens, films or embroidery programmes;
express production;
non-standard packaging;
folding or individual packaging of goods;
additional transport costs;
changes to the order after production approval.

These costs may be charged separately after prior notification to the Customer.

5.3. VAT and International Deliveries

a) Delivery within Slovakia:
For delivery of goods or services within Slovakia, VAT shall be charged at the statutory rate.

If the reverse charge mechanism applies pursuant to Section 69 of the VAT Act, the Provider shall issue an invoice without VAT and the Customer shall declare the tax liability.

b) Delivery to EU countries:
For delivery to a business customer registered for VAT in another EU Member State, the supply may be exempt from VAT pursuant to Section 43 of the VAT Act.

The Customer is obliged to provide a valid VAT ID and is responsible for fulfilling tax obligations in their country.

c) Delivery outside the EU:
For export of goods outside the EU, the supply may be exempt from VAT pursuant to Section 47 of the VAT Act.

5.4. Payment Method

The price shall be paid by bank transfer based on an advance invoice or regular invoice issued by the Provider. The date of payment shall be considered the date on which the funds are credited to the Provider’s bank account.

5.5. Advance Payments

The Provider is entitled to request an advance payment before commencing production. For new customers, payment of 100 % of the order price in advance is generally required. For long-term or repeat cooperation, the Provider may individually allow a lower advance payment or payment by invoice with a due date. The Customer has no legal entitlement to such an exception.

5.6. Invoice Due Date

The payment due date is stated on the invoice. Unless otherwise agreed, the invoice is due within the period stated on the tax document from the date of issue.

5.7. Late Payment

If the Customer is late with payment, the Provider is entitled to charge default interest of 0.05 % of the outstanding amount per day of delay. This does not affect the Provider’s right to claim damages or exercise other rights. In case of unpaid claims, the Provider may assign collection to a third party, with all collection costs borne by the Customer.

5.8. Retention of Title

In accordance with Section 445 of the Slovak Commercial Code, ownership of the delivered goods remains with the Provider until full payment of:

the order price;
transport costs;
all related claims.

5.9. Suspension of Production or Withdrawal

If the Customer is late with any payment, the Provider is entitled to:

suspend production;
withhold delivery of goods;
refuse further orders;
withdraw from the contract.

Such action shall not be considered a breach of contract by the Provider.

6. Production Losses and Their Tolerance

During production, technological reasons (machine calibration, colour adjustment, thread breakage, etc.) may result in damage to a part of the textiles. Such damage is considered a normal part of the production process that may occur even when professional standards of care are followed. The Customer shall not be entitled to compensation if the damage remains within the specified tolerance limits and was not caused by a breach of the Provider’s obligations.

a) Orders up to 50 pieces:
The tolerance limit is up to 3 pieces. The total quantity of delivered goods shall be reduced accordingly.

b) Orders exceeding 50 pieces:
The tolerance limit is up to 2 % of the total order quantity, with a minimum of 3 pieces.

If the number of damaged pieces exceeds this limit, the Provider shall compensate the proven purchase price of the pieces exceeding the permitted tolerance.

6.1. Customer’s Own Textiles

When processing the Customer’s own textiles, it is recommended to provide an additional reserve of 1–2 % extra pieces. The Provider shall not be liable for hidden defects in the material. If the damage does not exceed the specified limits, the Provider shall not be liable for such loss.

If the tolerance limit is exceeded, the Provider shall compensate the price of pieces exceeding the permitted limit, up to a maximum amount corresponding to the usual market price at the time and place of delivery.

7. Transfer of Risk of Damage and Care of Goods

For business customers:

The risk of damage to the goods transfers to the Customer upon handing over the goods to the first carrier.

For consumers:
The risk of damage transfers to the Customer only at the moment of physical receipt of the goods.

7.1. Care of Goods

The Customer is obliged to follow the maintenance instructions:

wash inside out;
wash at a maximum temperature of 30 °C;
do not use a tumble dryer;
do not iron directly over printed areas.

The Provider shall not be liable for damage caused by incorrect washing, storage or improper handling.

7.2. Acceptance of Goods

The Customer must check the integrity of the packaging upon receipt. In case of a damaged shipment, a damage report must be prepared with the carrier. Without a damage report prepared at the time of delivery, a claim regarding transport damage may be rejected.

8. Liability for Defects and Complaints Procedure

8.1. What Is Not Considered a Defect

The following shall not be considered product defects:

minor colour deviations;
technological tolerances (as specified in Article 2);
minor marks from production frames or residues from pre-treatment in digital printing;
natural changes to the material after washing;
defects caused by failure to follow maintenance instructions.

8.2. Complaint Period

Business Customers:
Visible defects must be reported by e-mail no later than 3 working days after receipt of the goods. After this period, the right to claim such defects expires.

Consumers:
Rights arising from defects shall be exercised within statutory periods according to Act No. 108/2024 Coll.

8.3. Filing and Processing of Complaints

A complaint must include:

description of the defect;
invoice number;
photographic documentation.

Upon request, the Customer is obliged to return the claimed goods (clean and hygienically safe). Goods sent cash on delivery will not be accepted. The Provider shall decide on the complaint within a maximum period of 30 days.

If the complaint is justified, the Provider shall choose the method of resolution:

repair;
replacement;
production of replacement pieces;
discount.

8.4. Unjustified Complaints and Costs

The costs of sending goods for assessment shall be paid by the Customer.

If a Consumer’s complaint is recognised as justified, the Provider shall reimburse these costs.

A complaint cannot be made for:

defects for which a discount was previously granted;
defects caused by unauthorised intervention or improper handling by the Customer.

8.5. Uncollected Goods After Complaint Resolution

If the Customer fails to collect resolved complaint goods within 30 days after being notified, the Provider may charge storage fees. After 3 months, the Provider is entitled to sell or dispose of the goods.

9. Alternative Dispute Resolution

The Consumer has the right to contact the Provider with a request for remedy if they are not satisfied with the handling of a complaint or believe that the Provider has violated their rights. If the Provider rejects the request or fails to respond within 30 days, the Consumer has the right to submit a proposal for alternative dispute resolution.

The authority responsible for alternative dispute resolution is:

Slovak Trade Inspection (SOI)
SOI Inspectorate for the Nitra Region
Staničná 9
P.O. BOX 49A
950 50 Nitra
Slovak Republic

10. Confidentiality and Protection of Confidential Information

10.1. Confidential Information

The contracting parties undertake to maintain confidentiality regarding all business, technical or production information obtained during cooperation that is not publicly available (hereinafter referred to as “Confidential Information”).

This includes in particular:

quotations;
technological procedures;
production processes;
graphic materials;
information about orders.

10.2. Use of Confidential Information

Confidential Information may only be used for the purpose of fulfilling the order.

Without the written consent of the other party, such information may not be provided to third parties, disclosed publicly or used to obtain a competitive advantage.

10.3. Duration of Confidentiality Obligations

The confidentiality obligation remains valid throughout the entire business relationship and after its termination. In the event of a breach, the injured party has the right to claim compensation for damages in accordance with the Commercial Code.

11. Marketing Use of Completed Orders

By submitting an order, the Customer grants the Provider consent to use photographs of products manufactured according to the order (including products containing trademarks or other personalised elements of the Customer) for the Provider’s marketing purposes, particularly on its website, in catalogues or within other forms of advertising.

This provision does not affect the Customer’s ownership rights to the supplied graphic materials as stated in Article 2.4.

12. Personal Data Protection (GDPR)

Detailed information regarding the processing of personal data, retention periods, rights of data subjects and recipients of personal data is provided in a separate document entitled “Personal Data Protection”, published on the Provider’s website.

13. Withdrawal from the Contract

The Customer acknowledges that pursuant to Section 19 of Act No. 108/2024 Coll. on Consumer Protection, withdrawal from the contract without giving a reason is not possible for goods manufactured to order or modified according to the Customer’s requirements (textiles with printing, embroidery, sublimation or other personalised modifications).

The right to withdraw from the contract without giving a reason within 14 days applies exclusively to a Customer who is a Consumer and only to goods that have not been modified according to the Customer’s specific requirements (e.g. blank textiles). The costs of returning goods shall be borne by the Consumer. A Customer who is a Business Customer has no right to withdraw from the contract without giving a reason.

14. Dispute Resolution

The contracting parties undertake to resolve any disputes primarily through mutual agreement. If no agreement is reached, disputes shall be decided by the competent courts of the Slovak Republic according to the Provider’s registered office.

15. Language Versions of the GTC

These General Terms and Conditions are issued in the Slovak language. In the event of translation into another language, the Slovak language version shall prevail in case of any uncertainty or interpretation dispute.

16. Validity and Effectiveness of the GTC

These General Terms and Conditions enter into force and become effective on 1 January 2026. The Provider reserves the right to amend or supplement these GTC at any time. Changes shall not apply to orders and contracts confirmed before the effective date of the new version of the GTC.