Terms of service

These T&C contain the terms that govern purchases on our eshop at www.barkandframe.com.

By placing an order (e.g. by clicking the button that completes your order), these T&C become binding for you.

These T&C apply primarily to consumers. If you purchase as a business (a natural or legal person acting for business purposes), different rules set by law apply to you and, in particular, the statutory right of withdrawal described below and certain consumer guarantees do not apply.

1. Seller

BARK AND FRAME s.r.o. 
Company ID (IČO): 23808926 
Registered office: Příčná 1892/4, Nové Město, 110 00 Prague 1 
A company incorporated and existing under the laws of the Czech Republic, registered in the Commercial Register under file no.: C 432302 maintained by the Municipal Court in Prague 
Email: customercare@barkandframe.com
Phone No.: (+420) 702209033

2. How to place an order and conclusion of the contract

You place an order via our eshop. The contract is concluded at the moment we send an order confirmation to the email address you provided.

Amendment of an order is possible only by mutual agreement or under the conditions set by law.

The confirmation contains a summary of the order, the price and delivery information. If it is necessary to clarify the submitted materials (photo or specifications), we will contact you. Please note that any necessary additional adjustments may affect the delivery time.

3. Price and payment terms

The final price of the goods and any delivery costs will always be shown before you complete the order. Payment methods we accept:

  • payment card via a payment gateway,
  • instant bank transfer,
  • PayPal, Apple Pay či Google Pay or
  • any other methods shown at checkout.

We will issue and send an invoice (tax document) electronically after the goods have been delivered.

4. Delivery of goods

We will deliver the goods to the address you provide in the order. The estimated delivery time is 2-3 weeks. For personalized items the delivery time may be longer, up to 4 weeks.

For international deliveries additional charges may apply (customs, VAT in the destination country) – such charges are payable by the customer unless agreed otherwise.

5. Personalized goods (made to order)

Any product we manufacture according to a photo or a specific customer request is considered personalized goods.

The quality of the final result depends on the materials provided by the customer; therefore, we strongly recommend ensuring the high quality of any submitted photographs. If a provided photograph is unsuitable (e.g., low resolution, poor lighting), we may request a new one.

The submitted photographs are adjusted to fit the template, dimensions, colour, etc., selected by the customer.

Final production may be handled by our carefully selected partners or subcontractors. In any case, we strive to provide our customers with the best possible service.

If you do not accept the personalized goods from the carrier and they are returned to us, we will resend them to you after you pay the additional shipping costs in advance.

6. License and consent for uploaded photos

When you upload a photo or other material and place an order, you grant us a nonexclusive license to use it for the purpose of creating the product you ordered. The license includes the right to modify, process, adapt, transform the photo into other formats and to grant a sublicense to third parties (manufacturers) solely for the purpose of producing the ordered goods. The license is worldwide and valid for the period necessary to create and deliver the product and for the period required to fulfil contractual obligations (e.g. handling complaints).

By uploading a photo or photos you confirm that you own them or have the necessary rights to use them. You also confirm that their use for production and – if you granted consent to publication – their publication will not infringe thirdparty rights. If our company incurs any loss as a result of infringement of a third party’s rights (including costs of legal representation, fines or other liabilities to third parties), you undertake to compensate us for that loss.

If you grant consent for the Company to use final products containing your provided photographs for marketing purposes (website publication, social media, advertising), you may withdraw this consent at any time by sending an e-mail to customercare@barkandframe.com.

7. Complaints and liability for defective performance

We strive to ensure that every product meets your expectations and is free of defects. If, despite this, the goods have a defect, below you will find clear and understandable procedures on how to submit a complaint, what you can expect from us and what rights you have as a consumer.

When you can dile a complaint:

You may file a complaint if the goods show an obvious defect at the time of receipt, or if a defect appears later, no later than 24 months after receipt of the goods, and the defect was not caused by improper use.

The seller is liable to the buyer that the item has no defects at the time of takeover. In particular, the seller is liable to the buyer that, at the time the buyer took over the item:

  • the item has the characteristics agreed by the parties, or, if such characteristics were not agreed, those characteristics described by the seller or manufacturer or which the buyer expected with regard to the nature of the goods and the advertising carried out;
  • the item is suitable for the purpose for which the seller states it is used or for which items of that kind are normally used;
  • the item is of the appropriate quantity, measure or weight;
  • the item complies with legal requirements.

If a defect appears within 6 months of takeover, it is presumed that the item was defective at the time of takeover unless the seller proves otherwise.

For personalized products we will assess whether the defect arose during production or processing, or whether it stems from the supplied materials (e.g. lowquality photo). If the defect was caused by unsuitable materials, the complaint may be rejected or handled differently (see below).

Complaints will be dealt with without undue delay, at the latest within 30 days of filing. Submit a complaint by sending an email to customercare@barkandframe.com. In the email state your order number, describe the defect, the date of receipt and attach photos of the defect.

Customer right in cae of defect:

You have the option to request a reasonable discount or to withdraw from the contract if

a) the seller refused to remove the defect or did not remove it within a reasonable time,

b) the defect recurs,

c) the defect constitutes a material breach of contract, or

d) it is apparent from the seller’s statement or the circumstances that the defect will not be removed within a reasonable time or without considerable difficulty for the buyer. 

A reasonable discount is determined as the difference between the value of the item without defect and the defective item the buyer received.

If you withdraw from the contract, we will refund the purchase price without undue delay after we receive the item back. Alternatively, you may choose to request delivery of a new, defectfree item or repair of the item, unless the chosen method of remedy is impossible or, compared to the other method, disproportionately costly; this will be assessed having regard in particular to the significance of the defect, the value the item would have without the defect, and whether the defect can be remedied by the other method without significant inconvenience to you.

The exercise of a specific remedy depends on the nature of the defect. We will endeavour to find a solution that is fair and best for you.

If it is found that the defect was caused by the customer (e.g. unsuitable materials, mechanical damage after receipt), the costs of handling the complaint shall be borne by the customer.

8. Withdrawal from the contract (consumer right of withdrawal)

As a consumer you have the right to withdraw from the purchase contract within 14 days without giving any reason, unless it involves:

  • goods made to the consumer’s specifications or clearly personalised (personalised products);
  • goods which by their nature cannot be returned (e.g. for hygienic reasons if the packaging has been opened and cannot be returned);
  • goods which have been inseparably mixed with other goods after delivery. 

The withdrawal period begins on the day following the day on which you received the goods (for multiple deliveries forming one order, the period starts on the day of receipt of the last part). To exercise the right of withdrawal, the customer must send a clear statement of withdrawal within this period by email to customercare@barkandframe.com or by using the withdrawal form available on our website. Send the goods to be returned to us without undue delay and no later than 14 days from the date of notification of withdrawal. Return the goods in their original condition and packaging, with all accessories, to the address we will confirm in response to your request to withdraw from the contract.

After a proper withdrawal from the contract and return of the goods we will refund the paid amount including standard delivery costs (if charged). We do not refund amounts for additional services that you expressly selected in the order and for which we have already provided performance. If you return goods damaged beyond normal handling, we may require a reasonable deduction from the amount refunded to the customer.

The withdrawal form is available at the website www.barkandframe.com.

9. Dispute resolution and contacts for supervisory authorities

If you have a complaint, please write to us at customercare@barkandframe.com; we will try to resolve everything promptly and to the satisfaction of both parties.

The competent consumer protection authority in the Czech Republic is the Czech Trade Inspection Authority (ČOI) and you may file a complaint at: https://www.coi.cz or via the contacts shown on the ČOI website.

Contractual relations and any disputes arising from the contract will be governed by the law of the Czech Republic and will be dealt with by the competent courts of the Czech Republic.

10. Final provisions

We reserve the right to make changes to these T&C. The new wording will come into force on the date stated in the notice or in the new T&C.

The contract is concluded in Czech. If a translation of the contract text is provided for the buyer’s convenience, the Czech wording shall prevail in case of any dispute over interpretation.

These T&C are effective from 1st of February 2026.