Terms and Conditions
Terms and Conditions (T&C)
1. Scope
For the business relationship between Mitraco, the operator of the Austrian Airlines Merch Shop, and you (the ordering person), the following Terms and Conditions apply in the version valid at the time of your order. Any differing conditions from you are only recognized if Mitraco has expressly agreed to them in writing.
2. Contract Partner and Customer Service
The purchase contract is concluded with Mitraco. More information about us can be found in our imprint.
For questions, complaints, or issues, you can contact our customer service:
- Phone: +43 1 320 91 51 (Mon–Thu 8:30–17:00, Fri 8:30–13:00)
- Email: AUABestellungen@mitraco.com
3. Conclusion of Contract and Withdrawal
When we list products in the Merch Shop, we make a binding offer to sell them. You conclude the contract by clicking the order button. Immediately after placing your order, you will receive an email confirmation.
In case of typing, printing, or calculation errors on the website, Mitraco can withdraw from the contract. All offers are valid while supplies last. If a supplier fails to deliver despite contractual obligation, Mitraco can also withdraw from the contract. In this case, we will inform you immediately, and you will receive a full refund.
4. Delivery
Unless otherwise agreed, we deliver from stock to the address you provide. Once the package is delivered, responsibility for the package passes to you.
5. Shipping Costs
You have two shipping options:
- Pickup at Office Park 2 – free of charge
Pickup is possible the following Tuesday or Thursday afternoon at reception. - Direct Shipping
On request, we will deliver directly to your address. Shipping costs depend on the applicable rate and will be billed separately.
6. Payment
Payment is made via PayPal. You must be registered there or register first. After logging in, you can confirm the payment. Your PayPal account will be charged immediately after the order is placed.
7. Default
If you are in default of payment, Mitraco may charge interest of 4% above the base rate of the Austrian National Bank. Any proven higher damages can also be claimed.
Payments are due no later than 7 days after the payment request without deduction. After this period, the order will be canceled without further notice.
8. Set-off and Retention
You may only set off claims if your counterclaims are legally established or acknowledged in writing by Mitraco. You may only exercise a right of retention if your counterclaim arises from the same contract.
9. Retention of Title
Until all claims arising from your purchase are fully paid, the goods remain the property of Mitraco.
10. Warranty and Liability
If there is a defect for which Mitraco is responsible, Mitraco can, at its discretion, remedy the defect or provide replacement. If this fails or is delayed for reasons Mitraco is responsible for, you may withdraw from the contract or reduce the purchase price.
Mitraco is not liable for further damages, especially lost profits or other financial losses.
11. Transport Damage
Please report obvious transport damage immediately to the carrier and inform us. Failing to do so does not affect your statutory warranty rights, but it allows us to assert claims against the carrier.
12. Applicable Law and Jurisdiction
Austrian law applies. Exclusive place of jurisdiction is 1030 Vienna. Mitraco may also sue you at your general place of jurisdiction.
13. Right of Withdrawal
Right of Withdrawal:
Consumers as defined by Austrian consumer protection law can withdraw from the contract within 14 days without giving reasons. The period starts when you or a third party you designated receives the goods.
How to Exercise Your Right of Withdrawal:
Send us a clear statement (e.g., letter or email) to:
Mitraco GmbH
Heiligenstädter Straße 51
1190 Vienna, Austria
Email: AUABestellungen@mitraco.com
Phone: +43 1 320 91 51
Consequences of Withdrawal:
After withdrawal, you will receive all payments including delivery costs back. You must return the goods within 14 days. Compensation may be required for diminished value or use exceeding normal testing.
Exceptions to the Right of Withdrawal:
- Goods made to customer specifications or clearly personalized
- Perishable goods or goods past their expiration date
- Audio/video recordings if the seal has been removed
More information: EU Online Dispute Resolution
14. Return Costs
You bear the direct costs of returning the goods if they match the order.
15. Storage of Contract Text
We store the contract text and send you the order details and these T&C by email. You can view them anytime here. Past orders can be accessed in your customer login.
16. Contract Language
The contract language is German.
17. Dispute Resolution
The EU provides an online dispute resolution platform: OS Platform. Consumers can use this platform to resolve disputes.
