1. GENERAL PROVISIONS
1.1. The Online Store is available at: www.e-lilascale.pl (hereinafter referred to as the “Online Store”).
1.2. The owner of the Online Store is Lilascale Poland Spółka z ograniczoną odpowiedzialnością with its registered office in Warsaw (02-496), ul. Rakuszanki 2 lok. 101, entered in the Register of Entrepreneurs of the National Court Register maintained by the District Court for the Capital City of Warsaw in Warsaw, 14th Commercial Division of the National Court Register, under KRS number: 0001189806, Tax Identification Number (NIP): 5223344822, REGON: 542522730, with share capital of PLN 600,000.00, fully paid up (hereinafter referred to as the “SELLER”).
1.3. The Online Store may be contacted as follows:
1. by e-mail at: lilascale@lilascale.pl,
2. by telephone at: +48 22 598 77 02
3. by correspondence sent to: Lilascale Poland sp. z o.o., 05-806 Sokołów ul. Sokołowska 36.
1.4. Acceptance of these Terms and Conditions is voluntary but necessary in order to use the functions of the Online Store offered to the Customer (e.g. to make a purchase).
1.5. These Terms and Conditions are made available to Customers by the Seller in the Online Store free of charge and in a manner enabling them to:
1. read their contents,
2. save their contents by printing them independently or saving them on an external storage medium;
3. access both the currently applicable version and previous versions.
1.6. These Terms and Conditions do not apply to agreements concluded by Business Partners with the Seller and performed under a separate General Partnership Agreement, even where an Entrepreneur – Business Partner makes purchases from the Seller using an account created in the Online Store.
1.7. DEFINITIONS.
The following terms used in these Terms and Conditions (written with a capital letter) shall have the meanings set out below, unless the context in which they are used clearly indicates otherwise:
1. PROMOTIONAL CAMPAIGN – special conditions for the sale of Products or provision of services offered by the Seller for a specified period, which the Customer may use under the terms specified therein, such as a reduction in the Price of a Product or a reduction in Shipping costs. The details of each Promotional Campaign are governed by the relevant Promotional Campaign Terms and Conditions. The conditions specified in the Promotional Campaign Terms and Conditions shall take precedence over the provisions of these Terms and Conditions.
2. CUSTOMER SERVICE OFFICE (CSO) – the Customer Service Office of the Online Store.
3. PRICE – the gross amount, expressed in Polish zlotys and including applicable tax, payable to the Seller for transferring ownership of the Product to the Customer under the Sales Agreement. The Price does not include delivery costs unless the conditions of a given Promotional Campaign provide otherwise.
4. CUSTOMER – (1) a natural person; or (2) a legal person acting in accordance with the information entered in the relevant register through a duly authorised person; or (3) an organisational unit without legal personality to which the law grants legal capacity; having full capacity to perform legal acts. A Customer may be a Consumer, an Entrepreneur – Consumer or an Entrepreneur.
5. CONSUMER – a natural person performing a legal transaction with the Seller which is not directly related to his or her business or professional activity, within the meaning of Article 221 of the Act of 23 April 1964 – Civil Code (consolidated text: Journal of Laws 2025, item 1071, as amended; hereinafter referred to as the “Civil Code”).
6. CUSTOMER ACCOUNT – a set of resources in the Seller's ICT system identified by an individual name (Login) and Password provided by the Customer, allowing the Customer to use additional functions of the Online Store. The Customer accesses the Account using the Login and Password. The Customer logs into the Account after registering in the Online Store. The Account enables the Customer to save and store address details for Product shipments, access the Order history and use other services provided by the Seller; the Customer Account constitutes an Electronic Service within the meaning of these Terms and Conditions; in the case of Entrepreneurs, the Seller reserves the right to establish a detailed procedure for creating a Customer Account;
7. SHOPPING CART – an Electronic Service made available to every Customer using the Online Store, enabling the Customer to place an Order for one or more Products, occasionally enter discount codes reducing the Price in accordance with separate Promotional Campaign Terms and Conditions, and view a summary of the Price of individual Products and all Products together (including any shipping costs). The Shopping Cart also allows the Customer to determine and modify Order details, in particular: the quantity of Products, delivery address, invoice details, delivery method and payment method. As part of the Shopping Cart service, the Seller may send the Customer an e-mail concerning Products remaining in the Shopping Cart or a failed/rejected payment transaction (transactional e-mail). The Shopping Cart collects the Customer's offers to conclude Sales Agreements, i.e. more than one offer to conclude a Sales Agreement may be submitted within a single Order.
8. LOGIN – the Customer's username provided when creating the Customer Account.
9. NEWSLETTER – an Electronic Service enabling all subscribed Users who have given their explicit consent to receive periodic information about the Online Store, in particular about Products, current activities, marketing campaigns and Promotional Campaigns, at the e-mail addresses provided by the Users.
10. PRODUCT – a movable item available in the Online Store which is the subject of a Sales Agreement between the Customer and the Seller in exchange for payment of the Price. The Product constitutes goods within the meaning of Article 2(4a) of the Act of 30 May 2014 on Consumer Rights (consolidated text: Journal of Laws 2024, item 1796, as amended; hereinafter referred to as the “Consumer Rights Act”).
11. ENTREPRENEUR – CONSUMER – a Customer who is a natural person entering into an agreement directly related to his or her business activity, where the wording of that agreement indicates that it is not of a professional nature for that person, taking into account in particular the subject matter of the business activity carried out by that person as disclosed under the provisions governing the Central Register and Information on Economic Activity.
12. ENTREPRENEUR – a Customer who is a natural person, legal person or organisational unit referred to in Article 331 § 1 of the Civil Code, conducting business or professional activity in its own name and concluding a Sales Agreement with the Seller through the Online Store. A farmer shall also be considered an Entrepreneur if agricultural activity is carried out on a continuous, organised and profit-making basis.
13. TERMS AND CONDITIONS – this document setting out, among other things, the rules for concluding Sales Agreements, including the rights and obligations of Users, Customers and the Seller. With regard to services provided electronically, these Terms and Conditions constitute the terms and conditions referred to in Article 8 of the Act of 18 July 2002 on Providing Services by Electronic Means.
14. ONLINE STORE – an online sales service operated by the Seller in Polish and available at the internet domain e-lilascale.pl.
15. PRODUCT PAGE – a page in the Online Store containing detailed information about a Product.
16. CONTENT – textual, graphic or multimedia elements (e.g. information about Products, Product photographs, promotional videos, descriptions, comments), including works within the meaning of the Polish Act on Copyright and Related Rights, which are posted and distributed within the Online Store by the Seller and/or the Seller's contractors, as applicable.
17. SALES AGREEMENT – a sales agreement within the meaning of the Civil Code concerning the sale by the Seller to the Customer of a Product in exchange for payment of the Price plus any additional charges, including shipping costs, the terms of which are determined in particular by these Terms and Conditions. The Sales Agreement is concluded between the Customer and the Seller using means of distance communication, following acceptance of the Order by the Seller in accordance with the rules set out in these Terms and Conditions. The Sales Agreement specifies in particular the Product, its main characteristics, the Price, shipping costs and other material terms. A Sales Agreement may cover several Products if the purchase is made as part of a single transaction (more than one Product in the Shopping Cart).
18. ELECTRONIC SERVICE – the provision of services by electronic means within the meaning of the Act of 18 July 2002 on Providing Services by Electronic Means, by the Seller to the Customer through the Online Store in accordance with the Service Agreement. To the extent that services are provided by entities cooperating with the Seller, the relevant rules governing the use of those services are set out in the terms and conditions applicable to services provided by those entities.
19. USER – a natural person browsing the resources of the Online Store without creating a Customer Account or making a purchase.
20. ORDER – a declaration of intent by the Customer expressing the direct intention to conclude a distance Sales Agreement, submitted using means of distance communication, specifying the Product or Products in respect of which the Customer submits an offer to conclude a Sales Agreement and the Customer's data necessary for the potential conclusion and performance of the Sales Agreement. Acceptance of the Order by the Seller constitutes conclusion of the Sales Agreement.
2. RULES FOR USING THE ONLINE STORE
2.1. The minimum technical requirements for the User's device necessary for full and proper use of the Online Store are:
1. a device with Internet access;
2. the latest version of an Internet browser;
3. and, when creating a Customer Account and/or making a purchase, an active e-mail account (e-mail address).
2.2. The Seller does not guarantee that use of the Online Store will be free from errors or technical interruptions. The Seller reserves the right to suspend or restrict access to the Online Store at any time without prior notice to Customers. The Seller will make every effort to restore operation of the Online Store without undue delay. The Seller will also make every effort to ensure that technical interruptions do not affect the fulfilment of Orders already placed.
2.3. The Seller shall not be liable for the content of other websites or portals to which the Customer may be redirected through links placed in the Online Store (e.g. courier companies or payment operators).
3. ELECTRONIC SERVICES
3.1. Through the Online Store, the Seller provides Users, including Customers, with the following Electronic Services which do not require payment of the Price:
1. maintaining a Customer Account, where registered;
2. enabling Customers to place Orders and conclude Sales Agreements in accordance with these Terms and Conditions;
3. presenting Customers with advertising content tailored to their interests;
4. enabling Customers to use the Shopping Cart service;
5. enabling Users to browse Content available within the Store, including marketing content;
6. Newsletter.
3.2. Irrespective of section 3.1, the Seller provides Customers who have created a Customer Account with the following services through that Account:
1. maintaining the Customer's session after the Customer logs into the Account using a browser;
2. storing and making the Order history available to the Customer;
3. enabling the Customer to change data;
4. enabling returns (submission of declarations of withdrawal from the Agreement), provided that the right of return does not apply to an Entrepreneur;
5. enabling the management of consents granted for the processing of personal data.
3.3. The Customer may use the Account provided that the Customer:
1. completes the registration form by providing his or her first name, surname and e-mail address, sets a password, gives consent to the processing of personal data, and accepts these Terms and Conditions and the Privacy Policy. Acceptance takes place by clicking the “Create Account” button;
2. receives an e-mail confirmation from the CSO confirming registration of the Customer Account.
3.4. The Service Agreement is concluded when the Customer receives confirmation of registration of the Customer Account. The Account is provided free of charge for an indefinite period. The Customer has the right to close the Customer Account at any time and without giving any reason. The Account may be closed by sending a request to the Seller (e.g. using the means of communication described in section 1.3 of these Terms and Conditions).
3.5. Use of the Shopping Cart begins when the Customer adds the first Product to the Shopping Cart. The Shopping Cart is provided free of charge for the period during which unpurchased Products remain in it. The service ends when an Order is placed and successfully paid for. Products are stored in the Shopping Cart for 90 days. After this period, if the Shopping Cart has not been used to complete a purchase, the Products contained therein are removed (the Shopping Cart is cleared).
3.6. The Customer may independently correct the data entered in the “Shopping Cart” panel by adding or removing an item from the Shopping Cart. The Shopping Cart also allows Order details to be specified and modified, in particular: delivery address, invoice details, delivery method, payment method and discount codes.
3.7. The Newsletter service includes:
1. the Newsletter service consists of sending commercial information concerning the products and services of the Seller and the Seller's partners (including current offers, promotions, discounts and marketing campaigns – e-mail marketing) by electronic means, including through automatic calling systems, to Users subscribed to the Newsletter (Service Recipients) who have provided their e-mail address to the Seller (Service Provider) and given their explicit consent.
3.8. The User may use the Newsletter service after completing the following steps:
1. providing at least an e-mail address or telephone number in the field provided for this purpose in the Online Store, or selecting the appropriate checkbox in order to receive commercial information through the selected communication channel;
2. accepting these Terms and Conditions and confirming that the Privacy Policy has been read. The Service Provider may also make other methods of accepting these Terms and Conditions available.
3.9. The Newsletter service is provided for an indefinite period.
3.10. The Service Recipient may unsubscribe from the Newsletter service at any time and without giving any reason, in particular by sending a request to discontinue the Newsletter service using the contact details specified in section 1.3 of these Terms and Conditions, by clicking an unsubscribe link where such a link is included in an e-mail sent to the Service Recipient as part of the Newsletter service, or by clicking an appropriate button on the Online Store website where the Seller provides such functionality. Unsubscribing from one Newsletter communication channel in the manner described above does not automatically unsubscribe the Service Recipient from another Newsletter communication channel.
3.11. The Seller may terminate the Agreement at any time subject to one month's notice for important reasons, understood exclusively as:
1. a change in legislation governing the provision of electronic services by the Seller which affects the mutual rights and obligations specified in the Agreement, or a change in the interpretation of such legislation resulting from court judgments, decisions, recommendations or guidelines issued by competent authorities or bodies;
2. a change in the manner in which services are provided resulting exclusively from technical or technological considerations (in particular an update to the technical requirements specified in these Terms and Conditions);
3. a change in the scope or provision of services to which these Terms and Conditions apply, through the introduction of new functionalities or services, modification of existing functionalities or services, or withdrawal by the Service Provider of existing functionalities or services covered by these Terms and Conditions.
3.12. The Service Provider shall send the notice referred to in the preceding paragraph to the e-mail address or telephone number provided by the Service Recipient when subscribing to the Newsletter service.
3.13. Complaints relating to the provision of Electronic Services may be submitted using any of the forms of communication specified in section 1.3 of these Terms and Conditions.
3.14. The Seller may provide a sample complaint form, which will be available on the Online Store website below these Terms and Conditions.
3.15. The Seller shall respond to a submitted complaint without undue delay and no later than within 14 days from the date of its submission.
4. CONDITIONS FOR PLACING ORDERS AND CONCLUDING SALES AGREEMENTS
4.1. The information presented in the Online Store constitutes an invitation to conclude an agreement within the meaning of Article 71 of the Civil Code and does not constitute an offer within the meaning of the Civil Code.
4.2. A Sales Agreement between the Customer and the Seller is concluded after the Customer has first placed an Order.
4.3. The Seller enables the User to place an Order through the Online Store by completing the following steps in sequence:
1. the User adds the selected Product (or Products) to the Shopping Cart and then proceeds to the Order form (checkout process);
2. a User logged into his or her Customer Account confirms that the data required to place the Order is up to date;
3. a User who does not have a Customer Account must independently complete the Order form to the extent necessary to place the Order. The following Customer details must be provided in the form: first name and surname, address (street, house/apartment number, postal code, town/city, country), e-mail address, contact telephone number and information concerning the Sales Agreement: place and method of delivery of the Product(s) and payment method. Entrepreneurs must also provide their business name and Tax Identification Number (NIP). In the case of Entrepreneurs – Consumers, the Seller may request the Entrepreneur's PKD (Polish Classification of Activities) codes.
4. In all cases, providing outdated or false information when completing the Order form may prevent fulfilment of the Order and conclusion of the Sales Agreement.
5. When completing the Order form, the Customer must select the method of payment of the Price and specify the method of delivery of the Product where the Product is to be shipped.
6. The Customer submits the Order to the Seller (makes an offer). If the Customer does not have an Account and has not previously accepted these Terms and Conditions, acceptance of these Terms and Conditions and acknowledgement of the Privacy Policy are required.
7. Depending on the payment method selected for the Order, the Customer may be redirected to the website of an external payment service provider in order to make payment or provide the information required for a purchase, for example using a deferred payment service.
4.4. In response to the Order, the Customer receives an automatic e-mail at the e-mail address provided by the Customer confirming receipt of the Order.
4.5. After verifying the Order, the Seller sends the Customer a message containing:
1. confirmation that the Order has been accepted and confirmation that the Sales Agreement has been concluded (acceptance of the Order with respect to the Products specified in the message); or
2. information that the Order cannot be accepted for fulfilment in whole or in the part specified in the message, e.g. due to non-payment or unavailability of the Product.
4.6. The Sales Agreement is concluded upon confirmation of the Order, i.e. when the e-mail referred to in section 4.5 above is sent to the Customer, with respect to the Products specified therein.
4.7. Placement of an Order constitutes consent to receive receipts/invoices, corrective invoices and duplicates of such documents in electronic form, including, where applicable, through the National e-Invoicing System, at the e-mail address provided. Together with confirmation of the Order, the Seller shall issue an invoice and, where applicable, send a receipt/invoice. At the same time, the Customer declares that the Customer will receive the above electronic invoices at the e-mail address provided.
4.8. If the Order cannot be accepted for fulfilment with respect to all or some Products, the CSO will contact the Customer in order to:
1. inform the Customer that the Order cannot be accepted for fulfilment in its entirety; or
2. confirm the Customer's intention to proceed with the Order in respect of those Products which the Seller has confirmed as available. In such a case, the Customer may cancel the entire Order placed (with respect to all Products), without prejudice to the Customer's right of withdrawal. Cancellation of the Order by the Customer releases the Seller from the obligation to continue fulfilling it. If the Order is cancelled, the following section shall apply accordingly.
4.9. If the Order cannot be fulfilled, no Sales Agreement is concluded with respect to the Products indicated by the CSO. The Seller shall refund payments made by the Customer with respect to Products for which no Sales Agreement has been concluded without undue delay and no later than within 14 days.
4.10. The Customer may be informed about the status of the Order, in particular by e-mail, SMS or telephone.
4.11. The Seller endeavours to ensure availability of all Products and fulfilment of Sales Agreements. Where performance is impossible due to extraordinary or unforeseen circumstances or in other situations specified by law, the relevant provisions of the Civil Code, including Articles 493–495 of the Civil Code, may apply, in particular those concerning the obligation to refund the Consumer without undue delay.
4.12. The total value of the Order includes the Price, shipping costs and any other costs. The Seller may establish a minimum Order value above which delivery of Products is free of charge. Before placing an Order and before concluding the Sales Agreement, the Customer is informed of the total Product price including taxes, delivery costs and any other costs, and where the amount of such charges cannot be calculated in advance, of the obligation to pay them.
4.13. Promotional Campaigns cannot be combined unless the terms of a particular promotion expressly provide otherwise.
5. PAYMENT METHODS AND PAYMENT DEADLINES
5.1. The Seller offers the Customer various methods of payment for Orders through trusted payment service providers:
1. electronic payments (PayU, Przelewy24);
2. cash on delivery;
3. traditional bank transfer – prepayment.
5.2. The currently available payment methods are specified in the Online Store and presented before the Customer places an Order and before the Sales Agreement is concluded. Available payment methods may depend on the method of Product delivery selected by the Customer.
5.3. If the Seller does not receive the Customer's payment, the CSO may contact the Customer to remind the Customer about payment and an abandoned Shopping Cart, including by sending an e-mail (transactional e-mail). Failure to make payment within 2 days from placing the Order and subsequently within an additional period of 2 days shall result in cancellation of the Order. The Customer may cancel the Order without consequences until receiving notification that the Order has been shipped. Cancellation is made by contacting the Seller through the CSO, without prejudice to the Customer's right of withdrawal.
6. DELIVERY COSTS, METHODS AND DELIVERY TIMES
6.1. The Product is delivered by an external courier company selected by the Customer when placing the Order.
6.2. Delivery of the Product to the Customer is subject to a charge unless the Customer places an Order qualifying for free delivery, meets the free-delivery criteria or places an Order during a Promotional Campaign offering free delivery. Product delivery costs are communicated to the Customer before the Order is placed and before the Sales Agreement is concluded.
6.3. Available delivery methods may depend on the payment method selected by the Customer or the characteristics of the Product. The available delivery methods may change in the case of an Order containing several Products, in particular due to the type of Products included in the Order.
6.4. The Seller will make every effort to fulfil Orders within 5 business days from the date on which the Order is confirmed. The total delivery time for the ordered Product consists of:
1. the time required to prepare the Order for shipment; where several Products are ordered, the Order will be handed over for delivery once the Product with the longest preparation time is ready;
2. the delivery time of the selected courier company, indicated during the Order process and dependent on the type of Product ordered and the delivery times of the relevant courier company.
6.5. The delivery time may be extended in special circumstances, such as during holiday periods, of which the Seller will inform Customers.
6.6. If the period required to prepare the Order or deliver the Product is extended, the Seller reserves the right to contact the Customer to provide information about the reason for the delay and the new expected delivery date.
6.7. The Order shipment time may be extended for Products requiring customisation according to the Customer's requirements. The Customer will be informed of the shipment date on the Product Page or during the Order process.
6.8. When receiving a shipment containing a Product from the courier, the Customer should verify in the presence of the carrier that the Product has been delivered in full and without damage. If the Product has been destroyed or damaged by the carrier, a damage report should be prepared and the Seller should be informed immediately.
6.9. Courier companies have their own rules governing the provision of delivery services (including possible delivery complaints, the time and manner of reporting possible shipment damage and other relevant matters). Detailed information is available on the websites of the companies providing delivery services. The Seller recommends that Customers familiarise themselves with these conditions before selecting a delivery method.
7. COMPLAINTS
7.1. A Customer who is a Consumer is entitled to submit a complaint concerning a purchased Product.
7.2. An Entrepreneur – Consumer has the right to submit a complaint in accordance with the applicable regulations, provided that the Seller's liability under the statutory warranty for physical defects of Products shall be limited to the amount paid by the Entrepreneur – Consumer to the Seller for the purchase of the relevant Product.
7.3. The Seller is responsible for conformity of the performance with the Agreement and, in particular, is obliged to provide the Customer with a Product which is free from defects and conforms to the Sales Agreement. The Seller shall not be liable for a Product's lack of conformity with the Agreement to the extent specified in Article 43b(2) or (3) of the Consumer Rights Act if the Consumer was expressly informed that a specific characteristic of the Product deviates from the requirements of conformity with the Agreement and, no later than at the time the Sales Agreement was concluded, expressly and separately accepted that characteristic.
7.4. The Seller shall be liable for any lack of conformity of the Product with the Agreement existing at the time of delivery to the Consumer and disclosed within 2 years from that time, unless the Product's useful life is longer.
7.5. A complaint may be submitted by the Customer using any of the forms of communication specified in section 1.3 of these Terms and Conditions.
7.6. In the event of a lack of conformity of the Product with the Agreement, the Consumer and Entrepreneur – Consumer shall have the rights specified in Chapter 5A of the Consumer Rights Act (hereinafter: lack of conformity of goods with the contract).
7.7. In the event of a lack of conformity of the goods with the contract, the Consumer may demand:
1. repair of the goods
2. or replacement.
The Seller may replace the goods where the Consumer requests repair, or may repair the goods where the Consumer requests replacement, if bringing the goods into conformity with the contract in the manner selected by the Consumer:
1. is impossible
2. or would require excessive costs for the Seller.
If both repair and replacement are impossible or would require excessive costs for the Seller, the Seller may refuse to bring the goods into conformity with the contract.
The Seller shall repair or replace the goods at its own expense within a reasonable time from the moment the Seller is informed by the Consumer of the lack of conformity of the goods with the contract. The Consumer is obliged to make the goods subject to repair or replacement available to the Seller. The Seller shall collect the goods at its own expense.
7.8. The Consumer is also entitled to submit a statement reducing the Price or withdrawing from the Sales Agreement where:
1. the Seller refuses to bring the goods into conformity with the contract;
2. the Seller fails to bring the goods into conformity with the contract;
3. the lack of conformity of the goods with the contract persists despite the Seller's attempt to bring the goods into conformity with the contract;
4. the lack of conformity of the goods with the contract is sufficiently serious to justify a Price reduction or withdrawal from the contract without first requesting repair or replacement;
5. it is clear from the Seller's statement or the circumstances that the Seller will not bring the goods into conformity with the contract within a reasonable time or without excessive inconvenience to the Consumer.
7.9. If the Consumer submits a statement reducing the Price, amounts due as a result of exercising this right shall be refunded to the Customer no later than within 14 days from the date on which the Seller receives the Customer's statement reducing the Price. The refund shall be made using the same method of payment used by the Customer to pay for the goods, unless the Customer expressly requests another refund method.
7.10. Where the Consumer exercises the right to withdraw from the contract in the circumstances referred to in Article 43e(1) of the Consumer Rights Act, the Customer shall return the goods to the Seller without undue delay. All costs related to the return of the goods in the circumstances described in the preceding sentence shall be borne by the Seller. The Seller shall refund the purchase Price within 14 days from receiving the goods or proof that they have been sent back.
7.11. The Seller shall be liable for a lack of conformity of the goods with the contract existing at the time of delivery and disclosed within 2 years from that time. The Customer's claims arising from a lack of conformity of the goods with the contract shall become time-barred 6 years after the date on which the lack of conformity is disclosed. The limitation period shall expire on the last day of the calendar year.
7.12. In order to facilitate and accelerate the processing of complaints, the Seller recommends that the Customer include the following in the complaint description:
(1) information and circumstances relating to the subject matter of the complaint, in particular the type of defect and the date on which it occurred; (2) the requested method of bringing the Product into conformity with the Sales Agreement or a statement reducing the Price or withdrawing from the Sales Agreement; and (3) the contact details of the person submitting the complaint (first name and surname, correspondence address, telephone number and e-mail address). The requirements specified in the preceding sentence are recommendations only and do not affect the validity of complaints submitted without the recommended description.
7.13. The Seller shall respond to the Customer's complaint without undue delay and no later than within 14 days from the date of its receipt. Failure by the Seller to respond to the complaint within the period specified in the preceding sentence shall mean that the complaint has been accepted by the Seller.
8. RIGHT OF WITHDRAWAL FROM THE AGREEMENT (RETURNS)
8.1. A Customer who is a Consumer and has concluded a distance agreement or an agreement away from business premises may withdraw from it without giving any reason and without incurring any costs other than those provided for by law, within 14 days from the date on which the purchased Product comes into the Consumer's possession. The provisions of this section also apply to an Entrepreneur – Consumer who declares that he or she is exercising the right of withdrawal under the Act of 30 May 2014 on Consumer Rights because the agreement concluded is directly related to his or her business activity but is not of a professional nature for that person.
8.2. Saturdays, Sundays and public holidays are included in the 14-day period.
8.3. In order to meet the deadline, it is sufficient for the Consumer or Entrepreneur – Consumer to submit a statement of withdrawal to the Seller before the expiry of the deadline. The Consumer or Entrepreneur – Consumer may submit any unequivocal statement informing the Seller of the withdrawal from the Sales Agreement.
8.4. A statement of withdrawal from the Sales Agreement may be submitted using the withdrawal form, a template of which is provided below these Terms and Conditions. A statement of withdrawal may be submitted in any form using the contact details specified in section 1.3 of these Terms and Conditions.
8.5. The Consumer and Entrepreneur – Consumer may use the Seller's model withdrawal form but are not obliged to do so.
8.6. The Consumer and Entrepreneur – Consumer shall bear the cost of returning the Product to the Seller (the cost of return shipment from the Consumer to the Seller).
8.7. The period for withdrawal from the Sales Agreement begins on the date on which the Products come into the possession of the Consumer, Entrepreneur – Consumer or a third party designated by that person other than the carrier (authorised representative), and in the case of a Sales Agreement covering multiple Products delivered separately, in batches or in parts – from the date on which the last Product, batch or part comes into possession.
8.8. The Consumer and Entrepreneur – Consumer are obliged to return the Product to the Seller without undue delay and no later than within 14 days from the date of withdrawal from the Sales Agreement. The deadline is met if the Product/Products are sent back before it expires. The Consumer or Entrepreneur – Consumer may return the Product to the following address: 05-806 Sokołów, ul. Sokołowska 36.
8.9. The Consumer and Entrepreneur – Consumer should secure the returned Product or Products in such a way that they are not damaged during transport. Where possible, we recommend using the packaging in which the Customer received the Product/Products from the Seller.
8.10. In the event of effective withdrawal from a distance agreement, the agreement shall be deemed not to have been concluded.
8.11. The Seller shall, without undue delay and no later than within 14 days from the date of receiving the Consumer's or Entrepreneur – Consumer's statement of withdrawal from the agreement, refund all payments made by the Consumer, including the costs of delivering the Product (except for additional costs resulting from a delivery method selected by the Customer other than the least expensive standard delivery method available in the Online Store). The Seller may withhold the refund until it receives the returned Products or proof that the parcel has been dispatched, whichever occurs first.
8.12. Where the Consumer or Entrepreneur – Consumer exercises the right of withdrawal, the Seller shall make the refund using the same payment method used by the Consumer or Entrepreneur – Consumer, unless that person expressly agrees to another refund method which does not result in any additional costs.
8.13. Where the Consumer or Entrepreneur – Consumer exercises the right of withdrawal, that person shall be liable for any reduction in the value of the Product resulting from using it in a manner exceeding what is necessary to establish the nature, characteristics and functioning of the Product, improper care of the Product or improper packaging of the Product when it is returned to the Seller. Such liability may include, in particular, the inability to resell the Product as a fully valuable product, the costs of reattaching labels and protective elements to the Product, as well as the costs of restoring the Product to a condition allowing it to be resold through the Online Store, including the costs of inspection of the Product by a specialist and the costs of remedying defects identified as a result of such inspection (to the extent that such defects result from use of the Product by the Consumer or Entrepreneur – Consumer in a manner exceeding what is necessary to establish its nature, characteristics and functioning).
8.14. The Consumer and Entrepreneur – Consumer shall not have the right of withdrawal in the following circumstances:
1. where the 14-day period for notifying the Seller of the intention to withdraw from the Sales Agreement has expired;
2. where the subject matter of the Sales Agreement is a non-prefabricated item manufactured according to the Customer's specifications or intended to satisfy the Customer's individual needs;
3. in other circumstances referred to in Article 38 of the Consumer Rights Act (where return is excluded due to the specific nature of the goods).
9. INTELLECTUAL PROPERTY RIGHTS
9.1. All rights to the Online Store, in particular economic copyrights, intellectual property rights to its name and internet domain, as well as rights to forms, legal documents, logos, trademarks, text, graphics, photographs and other content published by the Seller, belong to the Seller and may only be used in a manner consistent with these Terms and Conditions.
9.2. It is prohibited to copy, reproduce, modify, duplicate or distribute any part of the Online Store, Service or any of its elements without the Seller's prior written consent, except where expressly permitted by applicable law and these Terms and Conditions. The Seller may take measures, including legal proceedings, to protect its own interests and the interests of Customers of the Online Store.
9.3. Rights to use, copy and distribute data available through the website are subject to the provisions of the Act on Copyright and Related Rights.
9.4. Data from the Online Store may be used for commercial purposes only after prior notification to the Seller and obtaining the Seller's written consent.
10. PERSONAL DATA PROTECTION
10.1. The rules governing the protection of personal data are set out in the “Privacy Policy”.
10.2. The rules governing the use of cookies on the Website are set out in the “Cookie Policy”.
11. PROVISIONS APPLICABLE TO CUSTOMERS WHO ARE NEITHER CONSUMERS NOR ENTREPRENEURS – CONSUMERS
11.1. The following provisions apply exclusively to Customers who are not Consumers and not Entrepreneurs – Consumers.
11.2. At the moment the Seller hands the Product over to the carrier, the benefits and burdens associated with the Product and the risk of accidental loss of or damage to the Product pass to the Customer who is neither a Consumer nor an Entrepreneur – Consumer. In such a case, the Seller shall not be liable for loss, shortage or damage to the Product occurring between its acceptance for carriage and delivery to the Customer, or for any delay in carriage of the shipment.
11.3. Pursuant to Article 558 § 1 of the Civil Code, the Seller's statutory warranty liability for defects of a Product towards a Customer who is not a Consumer is excluded.
11.4. Neither the Seller nor its employees, authorised representatives or attorneys shall be liable towards the Customer, its subcontractors, employees, authorised representatives and/or attorneys for any damage, including loss of profit, unless the damage was caused intentionally by them.
11.5. Whenever liability of the Seller, its employees, authorised representatives and/or attorneys is established, such liability towards a Customer who is neither a Consumer nor an Entrepreneur – Consumer, regardless of its legal basis, shall be limited – both in respect of an individual claim and all claims in aggregate – to the amount of the Price paid and delivery costs under the most recent Sales Agreement and shall cover only damage actually incurred.
11.6. Any disputes arising between the Seller and a Customer who is neither a Consumer nor an Entrepreneur – Consumer shall be submitted to the court having jurisdiction over the Seller's registered office.
11.7. With respect to Customers who are neither Consumers nor Entrepreneurs – Consumers, the Seller may amend these Terms and Conditions at any time in accordance with generally applicable provisions of law.
12. FINAL PROVISIONS
12.1. These Terms and Conditions shall enter into force on 1 January 2026.
12.2. These Terms and Conditions are available in Polish.
12.3. Matters not regulated by these Terms and Conditions shall be governed by generally applicable provisions of law.
12.4. Unless mandatory provisions of law provide otherwise, Polish law shall govern the resolution of all disputes arising under these Terms and Conditions.
12.5. These Terms and Conditions may be amended. The Online Store will provide advance notice of any changes by publishing information on the Online Store website and, in the case of Users subscribed to the Newsletter or holding an active Customer Account, by e-mail. Persons who do not agree to the new wording of the document may delete their Customer Account and/or unsubscribe from the Newsletter.
