TERMS AND CONDITIONS OF THE ONLINE STORE

TERMS AND CONDITIONS OF THE ONLINE STORE 

PRANIE.PL

CONTENTS:


1. GENERAL PROVISIONS

2. ELECTRONIC SERVICES IN THE ONLINE STORE

3. TERMS OF CONCLUDING A SALES AGREEMENT

4. METHODS AND TERMS OF PAYMENT FOR THE PRODUCT

5. COST, METHODS, AND TIME OF DELIVERY AND COLLECTION OF THE PRODUCT

6. COMPLAINT HANDLING PROCEDURE

7. OUT-OF-COURT COMPLAINT RESOLUTION AND CLAIM ENFORCEMENT METHODS AND ACCESS RULES

8. RIGHT OF WITHDRAWAL FROM THE CONTRACT

9. PROVISIONS CONCERNING ENTREPRENEURS 

10. PRODUCT REVIEWS

11. ILLEGAL CONTENT AND OTHER CONTENT INCONSISTENT WITH THE TERMS

12. FINAL PROVISIONS

13. TEMPLATE WITHDRAWAL FORM

These Terms and Conditions of the Online Store have been prepared by the legal experts of the Prokonsumencki.pl service. The Online Store www.pranie.pl respects and protects Consumer rights. A Consumer cannot waive the rights granted to them under the Consumer Rights Act. Any contractual provisions that are less favorable to the Consumer than the provisions of the Consumer Rights Act shall be deemed null and void, and the provisions of the Consumer Rights Act shall apply instead. Therefore, the provisions of these Terms and Conditions are not intended to exclude or limit any rights of Consumers under mandatory legal provisions, and any ambiguities shall be interpreted in favor of the Consumer. In the event of any inconsistency between the provisions of these Terms and Conditions and the aforementioned legal regulations, those legal regulations shall prevail and apply.

1. GENERAL PROVISIONS

1.1. The Online Store available at the internet address www.pranie.pl is operated by the company PLANOWNIA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ with its registered office in Kielce (registered address and correspondence address: ul. Karczówkowska 6, 25-019 Kielce), entered in the Register of Entrepreneurs of the National Court Register under KRS number: 0000678133; registry court where the company's documentation is kept: District Court for Łódź-Śródmieście in Łódź, 20th Commercial Division of the National Court Register; share capital: PLN 50,000.00; NIP: 7252205113, REGON: 367486449, e-mail address: biuro@pranie.pl, and phone numbers: (+48) 412020490, 412020727.

1.2. These Terms and Conditions are addressed to all Customers/Service Recipients using the Online Store, unless a given provision of the Terms and Conditions states otherwise.

1.3. The controller of personal data processed in the Online Store in connection with the implementation of these Terms and Conditions is the Seller. Personal data is processed for purposes, for a period and on the grounds and principles set out in the privacy policy published on the website of the Online Store. The privacy policy primarily includes the rules for the processing of personal data by the Controller in the Online Store, including the grounds, purposes, and period of personal data processing, as well as the rights of data subjects, and information regarding the use of cookies and analytical tools in the Online Store. Using the Online Store, including making purchases, is voluntary. Similarly, the provision of personal data by the Service Recipient or Customer using the Online Store is voluntary, subject to exceptions indicated in the privacy policy (conclusion of a contract and statutory obligations of the Seller).

1.4. Definitions:

1.4.1. DIGITAL SERVICES ACT, THE ACT – Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market for Digital Services and amending Directive 2000/31/EC (Digital Services Act) (OJ L 277, 27.10.2022, pp. 1–102).

1.4.2. BUSINESS DAY – one day from Monday to Friday, excluding public holidays.

1.4.3. REGISTRATION FORM – a form available in the Online Store that allows the creation of an Account.

1.4.4. ORDER FORM – an Electronic Service, an interactive form available in the Online Store that enables placing an Order, in particular by adding Products to the electronic shopping cart and specifying the terms of the Sales Agreement, including the method of delivery and payment.

1.4.5. CUSTOMER – (1) a natural person with full legal capacity, and in cases provided for by generally applicable regulations, also a natural person with limited legal capacity; (2) a legal person; or (3) an organizational unit without legal personality, which is granted legal capacity by law – who has concluded or intends to conclude a Sales Agreement with the Seller.

1.4.6. CIVIL CODE – the Act of 23 April 1964 – Civil Code (consolidated text: Journal of Laws of 2024, item 1061, as amended).

1.4.7. ACCOUNT – an Electronic Service, a set of resources in the Service Provider’s ICT system, marked with an individual name (login) and password provided by the Service Recipient, in which data provided by the Service Recipient and information about Orders placed by them in the Online Store are collected.

1.4.8. CONSUMER – a natural person performing with the Seller/Service Provider a legal act (e.g., registering an Account in the Online Store or concluding a Sales Agreement) not directly related to their business or professional activity. A Consumer is not, among others, a Customer/Service Recipient being a natural person acting in connection with their business activity or a Customer/Service Recipient who is not a natural person (e.g., commercial companies, budgetary units, etc.).

1.4.9. NEWSLETTER – an Electronic Service, a digital distribution service provided by the Service Provider via e-mail or SMS, enabling all Service Recipients using it to automatically receive successive editions of a newsletter containing information about Products, new items, and promotions in the Online Store.

1.4.10. ILLEGAL CONTENT – information that, in itself or by reference to an action, including the sale of Products or provision of Electronic Services, is not in compliance with European Union law or the law of any member state consistent with EU law, regardless of the subject matter or nature of that law.

1.4.11. PRODUCT – a movable item available in the Online Store that is the subject of a Sales Agreement between the Customer and the Seller.

1.4.12. TERMS AND CONDITIONS – these terms and conditions of the Online Store.

1.4.13. ONLINE STORE – the Service Provider’s online store available at the following internet address: www.pranie.pl.

1.4.14. SELLER, SERVICE PROVIDER – the company PLANOWNIA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ with its registered office in Kielce (registered address and correspondence address: ul. Karczówkowska 6, 25-019 Kielce), entered in the Register of Entrepreneurs of the National Court Register under KRS number: 0000678133; registry court where the company’s documentation is kept: District Court for Łódź-Śródmieście in Łódź, 20th Commercial Division of the National Court Register; share capital: PLN 50,000.00; NIP: 7252205113, REGON: 367486449, e-mail: biuro@pranie.pl, and phone numbers: (+48) 412020490, 412020727.

1.4.15. SALES AGREEMENT – a contract of sale of a Product concluded or concluded between the Customer and the Seller via the Online Store.

1.4.16. ELECTRONIC SERVICE – a service provided electronically by the Service Provider to the Service Recipient via the Online Store.

1.4.17. SERVICE RECIPIENT – (1) a natural person with full legal capacity, and in cases provided for by generally applicable regulations also a natural person with limited legal capacity; (2) a legal person; or (3) an organizational unit without legal personality, which is granted legal capacity by law – using or intending to use an Electronic Service.

1.4.18. CONSUMER RIGHTS ACT – the Act of 30 May 2014 on consumer rights (consolidated text: Journal of Laws of 2023, item 2759, as amended).

1.4.19. ORDER – the Customer’s declaration of intent submitted via the Order Form and aimed directly at concluding a Sales Agreement for a Product with the Seller.

2. ELECTRONIC SERVICES IN THE ONLINE STORE

2.1. The following Electronic Services are available in the Online Store: Account, Order Form, and Newsletter.

2.1.1. Account – using the Account is possible after the Service Recipient completes two successive steps: (1) filling in the Registration Form and (2) clicking the "Sign Up" field. The Registration Form requires the Service Recipient to provide the following data: full name, email address, and password.

2.1.1.1. The Account Electronic Service is provided free of charge for an indefinite period. The Service Recipient may delete the Account (cancel the Account) at any time and without giving any reason by sending an appropriate request to the Service Provider, in particular via email to: biuro@pranie.pl or in writing to: ul. Karczówkowska 6, 25-019 Kielce.

2.1.2. Order Form – the use of the Order Form begins when the Customer adds the first Product to the electronic shopping cart in the Online Store. Placing an Order occurs after the Customer completes two successive steps: (1) filling in the Order Form and (2) clicking the "Confirm Purchase" field on the Online Store website – until this moment, it is possible to modify the entered data independently (follow the displayed messages and information on the Online Store website). The Order Form requires the Customer ...

2.1.2.1. The Order Form Electronic Service is provided free of charge and is a one-time service, which ends when the Order is placed through it or when the Service Recipient ceases to place the Order through it earlier.

2.1.3. Newsletter – using the Newsletter is possible after providing an email address or phone number in the "Newsletter" tab visible on the Online Store website, to which subsequent editions of the Newsletter will be sent, and clicking the "Sign Up" field. It is also possible to subscribe to the Newsletter by checking the appropriate checkbox during Account registration or placing an Order – upon creating the Account or placing the Order, the Service Recipient is subscribed to the Newsletter.

2.1.3.1. The Newsletter Electronic Service is provided free of charge for an indefinite period. The Service Recipient may unsubscribe from the Newsletter (cancel the Newsletter) at any time and without giving any reason by sending an appropriate request to the Service Provider, in particular via email to: biuro@pranie.pl or in writing to: ul. Karczówkowska 6, 25-019 Kielce.

2.2. The technical requirements necessary to work with the IT system used by the Service Provider are: (1) a computer, laptop, or other multimedia device with Internet access; (2) access to email; (3) an up-to-date internet browser: Mozilla Firefox; Opera; Google Chrome; Safari; or Microsoft Edge; (4) recommended minimum screen resolution: 1024x768; (5) enabled cookies and Javascript support in the web browser.

2.3. The Service Recipient is obliged to use the Online Store in accordance with the law and good practices, respecting the personal rights, copyrights, and intellectual property of the Service Provider and third parties. The Service Recipient is required to provide data consistent with the actual state. The Service Recipient is prohibited from delivering unlawful content, including Illegal Content.

2.4. The complaint procedure regarding Electronic Services is indicated in point 6 of the Terms and Conditions.

3. TERMS OF CONCLUDING A SALES AGREEMENT

3.1. The conclusion of a Sales Agreement between the Customer and the Seller takes place after the Customer places an Order via the Order Form in the Online Store in accordance with point 2.1.2 of the Terms and Conditions.

3.2. The price of the Product or the fee for the Product displayed on the Online Store website is provided in Polish zlotys and includes taxes. The Customer is informed on the Online Store pages, including during the Order placement process and at the moment of expressing the intention to be bound by the Sales Agreement, about the total price or fee including taxes, or, when the nature of the Product does not reasonably allow prior calculation of the amount – the method by which they will be calculat...

3.3. The Seller makes every effort to ensure that the Product photos presented in the Online Store are reliable and reflect the actual condition. As the color of the Product shown in a photo is captured under specific lighting conditions, its shade may appear differently under other conditions, e.g., under the domestic lighting commonly used by a given Customer. To assist the Customer in selecting a Product that meets their expectations, the Seller offers the option to order samples. The Seller recommen...

3.4. Procedure for concluding a Sales Agreement in the Online Store via the Order Form

3.4.1. The conclusion of a Sales Agreement between the Customer and the Seller takes place after the Customer places an Order in the Online Store in accordance with point 2.1.2 of the Terms and Conditions.

3.4.2. After placing the Order, the Seller immediately confirms its receipt and simultaneously accepts the Order for processing. The confirmation of receipt and acceptance of the Order takes place by sending an appropriate email message from the Seller to the Customer’s email address provided during the Order placement. This message includes at least the Seller’s declarations of having received and accepted the Order, and the confirmation of the conclusion of the Sales Agreement. Upon receiving this em...

3.5. The recording, securing, and provision of the content of the concluded Sales Agreement to the Customer occurs through (1) making these Terms and Conditions available on the Online Store website and (2) sending the Customer the email message referred to in point 3.3.2 of the Terms and Conditions. The content of the Sales Agreement is additionally recorded and secured in the Seller’s Online Store IT system.

3.6. Pursuant to Article 475 §1 in conjunction with Article 495 §1 of the Civil Code, the Sales Agreement expires when the Seller’s obligation to deliver the Product becomes impossible to perform, particularly due to reasons beyond the Seller’s control. The impossibility of performance may result from the Seller being unable to deliver the Product within any foreseeable timeframe, e.g., due to the unavailability of the Product on the market or the materials needed for its manufacture and the inability t...not obtain them. The Seller shall immediately inform the Customer about the expiry of the obligation due to subsequent impossibility of performance. If any payment was made for the Order, the Seller shall promptly refund the Customer the amount paid. This clause is for informational purposes only and does not affect other statutory rights of the Customer who is a Consumer.

4. METHODS AND TERMS OF PAYMENT FOR THE PRODUCT

4.1. The Seller provides the Customer with the following payment methods for the Sales Agreement:

4.1.1. Cash payment upon personal collection of the Product.

4.1.2. Cash on delivery upon receipt of the shipment.

4.1.3. Bank transfer to the Seller’s bank account.

4.1.4. Electronic payments, card payments, or installment payments via the services PayU.pl, Przelewy24.pl, or PayPal.com – the currently available payment methods are specified on the Online Store website during the Order placement process and on the websites: https://www.payu.pl, https://www.przelewy24.pl, and https://www.paypal.com/pl.

4.1.4.1. Settlements of electronic, card, or installment payments are carried out according to the Customer’s choice via PayU.pl, Przelewy24.pl, or PayPal.com. The handling of electronic and card payments is managed by:

4.1.4.1.1. PayU.pl – PayU S.A. with its registered office in Poznań (address: ul. Grunwaldzka 186, 60-166 Poznań), entered into the Register of Entrepreneurs of the National Court Register under number 0000274399, with registration files held by the District Court Poznań – Nowe Miasto and Wilda in Poznań; share capital: PLN 7,789,000.00, fully paid; NIP: 7792308495.

4.1.4.1.2. Przelewy24.pl – PayPro S.A. with its registered office in Poznań (address: ul. Pastelowa 8, 60-198 Poznań), entered into the Register of Entrepreneurs of the National Court Register under number KRS 0000347935 by the District Court Poznań – Nowe Miasto and Wilda, 8th Commercial Division; share capital: PLN 5,476,300.00, fully paid; NIP: 7792369887, REGON: 301345068.

4.1.4.1.3. PayPal.com – PayPal (Europe) S.à r.l. & Cie, S.C.A., 5th floor, 22–24 Boulevard Royal, L-2449, Luxembourg.

4.1.5. Leasing payment – payment is made in whole or in part from funds under a leasing agreement concluded between the Customer and a third-party financing entity.

4.1.5.1. Leasing payments are handled by LEASELINK SP. Z O.O. with its registered office in Warsaw (address: ul. Grochowska 306/208, 03-840 Warsaw), registered in the Register of Entrepreneurs of the National Court Register maintained by the District Court for the capital city of Warsaw under number KRS: 0000477046, NIP: 5272698282, REGON: 146815482, share capital: PLN 210,600.00.

4.1.6. Installment or deferred payments via the PragmaGO.pl service – a service involving deferred payment or purchase financing using credit granted to the Customer by a selected lender.

4.1.6.1. Installment and deferred payments are handled by PragmaGo S.A. with its registered office in Katowice (address: ul. Brynowska 72, 40-584 Katowice), entered into the Register of Entrepreneurs of the National Court Register under number KRS 0000267847 by the District Court Katowice-East in Katowice, 8th Commercial Division; share capital: PLN 4,409,626.00, fully paid; NIP: 6342427710, REGON: 277573126.

4.2. The payment methods indicated above may not be available for all Products at the same time. Current information on available payment methods is specified during the Order placement process at the latest.

4.3. Payment deadline:

4.3.1. In the case of bank transfer, electronic payment, or card payment, the Customer is required to make a prepayment within 7 calendar days from the date of concluding the Sales Agreement.

4.3.1.1. In cases agreed with the Customer, especially a non-Consumer Customer, the Seller may offer deferred bank transfer payment based on a proforma invoice. In such case, the Customer must settle the deferred payment within the term agreed with the Seller (7, 21, or 31 calendar days), which does not delay the execution of the Sales Agreement by the Seller.

4.3.2. In the case of cash payment upon personal collection or cash on delivery, the Customer must make the payment upon receiving the Product.

4.3.3. In the case of installment, deferred, or leasing payments, the Customer must make the payment to the selected lender in accordance with the accepted repayment schedule.

5. COST, METHODS, AND TIME OF DELIVERY AND COLLECTION OF THE PRODUCT

5.1. Delivery of the Product to the Customer is subject to a fee unless the Sales Agreement provides otherwise. The delivery costs (including transportation, delivery, and postal service fees) are indicated to the Customer on the Online Store’s pages for a given Product or during the Order placement process, including at the moment the Customer expresses the will to conclude the Sales Agreement.

5.2. Personal collection of the Product by the Customer is free of charge.

5.3. The Seller provides the Customer with the following methods of delivery or collection of the Product:

5.3.1. Courier delivery, cash on delivery.

5.3.2. Delivery to a parcel locker.

5.3.3. Pallet shipment.

5.3.4. Seller’s own transport (subject to individual arrangements with the Customer).

5.3.5. Personal collection available at the Seller’s selected locations:

5.3.5.1. ul. Łódzka 51, 26-085 Miedziana Góra – on Business Days, from 08:00 to 14:00;

5.3.5.2. ul. Karczówkowska 6, 25-019 Kielce – on Business Days, from 08:00 to 14:00.

5.4. The delivery or collection methods listed above may not be available for all Products at the same time. Current information on available delivery or collection methods is provided during the Order placement process.

5.5. The delivery time of the Product to the Customer is up to 15 Business Days unless a shorter period is indicated in the Product description or during Order placement. For Products with different delivery times, the longest given period applies, but it may not exceed 15 Business Days. The start of the delivery period is calculated as follows:

5.5.1. If the Customer selects payment by bank transfer, electronic payment, or card – from the date of crediting the Seller’s bank or settlement account, and in the case of deferred payment – from the date of concluding the Sales Agreement.

5.5.2. If the Customer selects cash on delivery – from the date of concluding the Sales Agreement.

5.5.3. If the Customer selects deferred payment, installment payment, or leasing – from the date the Seller is informed by the lender or leasing provider of the agreement's conclusion, but no later than the date of crediting the Seller’s bank account with the funds from the loan or lease.

5.6. The time for the Product to be ready for collection – in the case of personal collection, the Product will be ready within 10 Business Days, unless a shorter time is specified in the Product description or during Order placement. For Products with different readiness times, the longest period applies, which may not exceed 10 Business Days. The Customer will be informed when the Product is ready for collection. The start of the readiness period is calculated as follows:

5.6.1. If the Customer selects payment by bank transfer, electronic payment, or card – from the date of crediting the Seller’s bank account, and for deferred payments – from the date of concluding the Sales Agreement.

5.6.2. If the Customer selects cash on delivery – from the date of concluding the Sales Agreement.

5.6.3. If the Customer selects deferred, installment, or leasing payment – from the date the Seller is notified by the lender or leasing provider of the agreement, no later than the date the Seller’s bank account is credited with the relevant funds.

5.7. The delivery and readiness periods include the Order fulfillment time by the Seller and (in case of delivery) the transportation time by a third-party provider.

5.7.1. Order fulfillment time by the Seller is indicated on the Store’s website near the Product or during Order placement and is an estimated time needed to prepare the Product for shipping or collection. It depends on factors such as product type, material availability, and production complexity.

5.7.2. At any stage, the Customer may contact the Seller (e.g., via email or phone) for current information about the Order’s status and expected fulfillment time.

5.7.3. Transport time depends on the delivery address and method as well as seasonal factors (e.g., weather, pre-holiday demand) and is specified in the regulations of the carrier. Transport time starts from the day the Order is fulfilled and the Product shipped, which is confirmed to the Customer by the Seller.

5.7.4. The Seller makes reasonable efforts to ensure that the Product is dispatched within the declared Order fulfillment time. In case of any obstacles due to the Seller’s fault (e.g., unexpected events, force majeure), such as lack of availability, the Seller will promptly inform the Customer and agree on next steps. Especially for Consumers, the final decision on proceeding rests with the Customer. This does not affect the statutory rights of the Consumer, including the right to withdraw under Section 8 or any rights associated with Seller’s delay.

5.8. The Seller requests that the Customer check the condition of the shipment upon delivery, and in case of any signs of damage, report the issue to the courier and request a damage report. If any damage or loss is discovered after delivery, the Customer may request a damage report from the carrier immediately, but no later than within 7 days of receiving the shipment. Such a report forms the basis for filing a claim against the carrier. Failure to follow these recommendations does not exclude or limit the Seller’s statutory liability to Consumers for non-conformity of the Product with the Sales Agreement.

5.9. The Customer’s primary obligation under the Sales Agreement is to pay the price and collect the Product. Failure to do so may result in liability for damages and entitle the Seller to seek compensation (e.g., for the cost of undelivered shipments) under the general principles of the Civil Code.

6. COMPLAINT HANDLING PROCEDURE

6.1. This section 6 of the Terms and Conditions sets out a common procedure for handling all complaints submitted to the Seller, in particular complaints regarding Products, Sales Agreements, Electronic Services, and other complaints related to the operation of the Seller or the Online Store.

6.2. A complaint may be submitted, for example:

6.2.1. in writing to the address: ul. Karczówkowska 6, 25-019 Kielce, Poland;

6.2.2. electronically via e-mail to: faktury@pranie.pl.

6.3. Sending or returning the Product as part of a complaint can be done to the address: Planownia (Pranie.pl warehouse) ul. Łódzka 51, 26-085 Miedziana Góra, Poland.

6.4. It is recommended to include in the complaint description: (1) information and circumstances concerning the subject of the complaint, in particular the type and date of the defect or non-conformity; (2) the requested method of bringing the Product into conformity with the agreement or a statement on price reduction or withdrawal from the contract, or another claim; and (3) contact details of the complainant – this will facilitate and expedite the complaint processing. These requirements are only a recommendation and do not affect the effectiveness of complaints submitted without the recommended description.

6.5. In the event of a change in the contact details provided by the complainant during the processing of the complaint, they are obliged to notify the Seller of this fact.

6.6. The complainant may attach evidence (e.g., photos, documents, or the Product) related to the complaint. The Seller may also request additional information or evidence (e.g., photos) from the complainant if this facilitates and expedites the complaint processing.

6.7. The Seller will respond to the complaint promptly, no later than within 14 calendar days from the date of its receipt.

6.8. The basis and scope of the Seller’s statutory liability are set out in universally applicable legal provisions, in particular the Civil Code, the Consumer Rights Act, and the Act on Providing Services by Electronic Means of 18 July 2002 (Journal of Laws 2020, item 344, as amended). Below are additional details on the statutory liability of the Seller for the conformity of the Product with the Sales Agreement:

6.8.1. For complaints regarding Products purchased by the Client under a Sales Agreement concluded with the Seller until 31 December 2022, the Seller’s liability is defined by the Civil Code provisions in force until 31 December 2022, in particular Articles 556–576 of the Civil Code. These provisions regulate the Seller’s liability to the Client in case of physical or legal defects (warranty). Under Article 558 § 1 of the Civil Code, the Seller’s liability under the warranty for a Product purchased as described above is excluded for Clients who are not Consumers.

6.8.2. For complaints regarding Products purchased by the Client under a Sales Agreement concluded with the Seller from 1 January 2023, the Seller’s liability is defined by the Consumer Rights Act provisions in force from 1 January 2023, in particular Articles 43a–43g of the Consumer Rights Act. These provisions regulate the Seller’s liability to the Consumer in the event of non-conformity of the Product with the Sales Agreement.

6.8.3. For complaints regarding Products purchased by Clients who are not Consumers, the Seller’s liability is also governed by additional (contractual) provisions found in section 9 of the Terms and Conditions directed at entrepreneurs. These provisions take precedence over the rest of these Terms and Conditions.

6.9. In addition to statutory liability, a Product may be covered by a warranty – this is contractual (additional) liability and may be invoked when the Product is covered by a warranty. The warranty may be granted by an entity other than the Seller (e.g., the manufacturer or distributor). The terms of the warranty, including details of the entity responsible for fulfilling the warranty and the party entitled to invoke it, are provided in the warranty description, such as in the warranty card or other relevant documents. The Seller notes that in the event of non-conformity of the Product with the contract, the Consumer has legal remedies at the expense of the Seller, and the warranty does not affect these remedies.

6.10. The provisions in sections 6.8.2, 6.8.3, and 6.9 concerning the Consumer also apply to a Client who is a natural person concluding a contract directly related to their business activity, where the content of the contract indicates that it is not of a professional nature for that person, particularly based on the business activity profile made available under the Central Registration and Information on Business (CEIDG) regulations.


7. OUT-OF-COURT COMPLAINT HANDLING AND CLAIM ENFORCEMENT PROCEDURES, AND RULES FOR ACCESS TO THESE PROCEDURES

7.1. Methods of resolving disputes without court involvement include, among others: (1) facilitating a rapprochement of the parties’ positions, e.g., through mediation; (2) proposing a solution to the dispute, e.g., through conciliation; and (3) resolving the dispute and imposing its outcome on the parties, e.g., through arbitration (arbitral tribunal). Detailed information on the possibility for the Customer who is a Consumer to use out-of-court complaint handling and claim enforcement procedures, rules of access to these procedures, and a user-friendly search engine of entities involved in amicable dispute resolution is available on the website of the Office of Competition and Consumer Protection at: https://polubowne.uokik.gov.pl/.

7.2. A contact point operates at the President of the Office of Competition and Consumer Protection, which, among other tasks, provides Consumers with information on out-of-court dispute resolution. A Consumer may contact the contact point: (1) by phone – calling 22 55 60 332 or 22 55 60 333; (2) by email – by sending a message to: kontakt.adr@uokik.gov.pl; or (3) in writing or in person – at the Office headquarters at Plac Powstańców Warszawy 1, 00-030 Warsaw, Poland.

7.3. The Consumer has the following exemplary possibilities to use out-of-court complaint handling and claim enforcement procedures: (1) an application for dispute resolution to a permanent consumer arbitration court; (2) an application for out-of-court dispute resolution to the regional inspector of the Trade Inspection Authority; or (3) assistance from a district (municipal) Consumer Ombudsman or a social organization whose statutory tasks include Consumer protection (e.g., the Consumer Federation, the Polish Consumers Association). Advice is provided, among others, by email at porady@dlaKonsumentow.pl and via the Consumer Helpline at 801 440 220 (the helpline is available on Business Days from 8:00 to 18:00, with the cost of the call depending on the operator's rates).

7.4. An online dispute resolution platform for Consumers and traders at the EU level (ODR platform) is available at http://ec.europa.eu/odr. The ODR platform is an interactive and multilingual website that serves as a one-stop shop for Consumers and traders seeking an out-of-court resolution of a dispute concerning contractual obligations arising from online sales or service contracts (more information is available on the platform itself or on the website of the Office of Competition and Consumer Protection: https://polubowne.uokik.gov.pl/platforma-odr,161,pl.html). 

8. RIGHT OF WITHDRAWAL FROM THE CONTRACT

8.1. A Consumer who has concluded a distance contract may withdraw from it within 14 calendar days without giving any reason and without incurring costs, except for the costs specified in Section 8.9 of the Terms and Conditions. To meet the deadline, it is sufficient to send a statement before its expiration. The statement of withdrawal may be submitted, for example:

8.1.1. In writing to the address: ul. Karczówkowska 6, 25-019 Kielce, Poland;

8.1.2. Electronically via email to: faktury@pranie.pl.

8.2. The return of the Product as part of the withdrawal from the contract may be made to the address: ul. Łódzka 51, 26-085 Miedziana Góra, Poland.

8.3. A sample withdrawal form is included in Annex 2 to the Consumer Rights Act and additionally available in Section 13 of the Terms and Conditions. The Consumer may use the form template, but it is not obligatory.

8.4. The deadline for withdrawal from the contract begins:

8.4.1. For a contract under which the Seller delivers the Product, being obliged to transfer its ownership – from the moment the Consumer or a third party indicated by the Consumer other than the carrier takes possession of the Product; in the case of a contract which: (1) covers multiple Products delivered separately, in batches, or in parts – from the moment of taking possession of the last Product, batch, or part; or (2) involves regular delivery of Products over a fixed period – from the moment of taking possession of the first Product;

8.4.2. For other contracts – from the day the contract is concluded.

8.5. In the event of withdrawal from a distance contract, the contract is considered void.

8.6. The Seller is obliged to promptly, and no later than within 14 calendar days from the date of receiving the Consumer’s statement of withdrawal from the contract, refund all payments made by the Consumer, including the cost of delivery of the Product (except for additional costs resulting from the method of delivery chosen by the Consumer other than the least expensive standard delivery method available in the Online Store). The Seller shall make the refund using the same payment method used by the Consumer unless the Consumer has expressly agreed to a different method of refund that does not incur any costs for them. If the Seller has not offered to collect the Product from the Consumer, the refund may be withheld until the Product is returned or the Consumer provides proof of return shipment, whichever occurs first.

8.7. The Consumer is obliged to promptly, and no later than within 14 calendar days from the date on which they withdrew from the contract, return the Product to the Seller or hand it over to a person authorized by the Seller to collect it, unless the Seller offered to collect the Product. The deadline is met if the Product is sent before its expiration.

8.8. The Consumer is responsible for any diminished value of the Product resulting from using it in a way that goes beyond what is necessary to establish the nature, characteristics, and functioning of the Product.

8.9. Possible costs associated with the Consumer’s withdrawal from the contract that the Consumer must bear:

8.9.1. If the Consumer has chosen a method of delivery other than the least expensive standard delivery method available in the Online Store, the Seller is not obliged to refund the additional costs incurred by the Consumer.

8.9.2. The Consumer bears the direct cost of returning the Product. For Products that, due to their nature, cannot be returned by regular mail (e.g., bulky shipments), the Consumer may incur higher return costs in accordance with the sample price list of one of the carriers: https://www.sendit.pl/cennik/cenniki-krajowe/fedex.

8.9.3. In the case of a service that commenced – at the explicit request of the Consumer – before the withdrawal deadline, the Consumer who exercises the right of withdrawal after making such a request is obliged to pay for the services performed up to the moment of withdrawal. The amount is calculated proportionally based on the extent of services provided, considering the agreed price or remuneration. If the price or remuneration is excessive, the basis for calculating this amount is the market value of the service performed.

8.10. The right of withdrawal from a distance contract does not apply to the Consumer in relation to contracts:

8.10.1. (1) for the provision of services for which the Consumer is obliged to pay the price, if the Seller has fully performed the service with the prior express consent of the Consumer, who was informed before the service began that after the service is performed by the Seller, they will lose the right to withdraw, and acknowledged this; (2) where the price or remuneration depends on fluctuations in the financial market beyond the Seller’s control, which may occur before the withdrawal deadline; (3) where the subject of the service is a non-prefabricated Product made to the Consumer’s specifications or to meet their individualized needs; (4) where the subject of the service is a Product that deteriorates rapidly or has a short shelf life; (5) where the subject of the service is a Product delivered in sealed packaging which cannot be returned after opening due to health protection or hygiene reasons, if the packaging was opened after delivery; (6) where the subject of the service is Products that, after delivery, due to their nature, are inseparably combined with other items; (7) where the subject of the service is alcoholic beverages, the price of which was agreed upon at the time of the Sale Agreement, whose delivery can only take place after 30 days, and whose value depends on market fluctuations beyond the Seller’s control; (8) where the Consumer has expressly requested the Seller to visit them to perform urgent repairs or maintenance; if the Seller also provides additional services not requested by the Consumer, or delivers Products other than replacement parts necessary for the repair or maintenance, the right of withdrawal applies to the additional services or Products; (9) where the subject of the service is audio or visual recordings or computer software delivered in sealed packaging, if the packaging was opened after delivery; (10) for the delivery of newspapers, periodicals, or magazines, except for subscription contracts; (11) concluded by public auction; (12) for the provision of accommodation services, other than for residential purposes, the transport of goods, car rental, catering, services related to leisure, entertainment, sports, or cultural events, if the contract specifies the date or period of service provision; (13) for the supply of digital content not supplied on a tangible medium for which the Consumer is obliged to pay the price, if the Seller began the service with the prior express consent of the Consumer, who was informed before the start of the service that after the service is performed by the Seller, they will lose the right to withdraw, and acknowledged this, and the Seller provided the confirmation referred to in Article 15(1) and (2) or Article 21(1) of the Consumer Rights Act; (14) for the provision of services for which the Consumer is obliged to pay the price and for which the Consumer explicitly requested the Seller to come to them for repairs, and the service was fully performed with the Consumer’s prior express consent.

8.11. The provisions in this Section 8 of the Terms and Conditions concerning the Consumer apply from January 1, 2021, and for contracts concluded from that date also to a Service Recipient or Customer who is a natural person entering into a contract directly related to their business activity, if it results from the content of the contract that it does not have a professional character for that person, arising in particular from the subject of their business activity made available on the basis of the Central Registration and Information on Business.

9. PROVISIONS CONCERNING ENTREPRENEURS

9.1. This Section 9 of the Terms and all provisions contained therein are addressed exclusively to and thus binding only on the Customer or Service User who is not a Consumer. These provisions take precedence over all other provisions of these Terms and Conditions, which shall apply to the extent that the following provisions do not regulate a given issue differently. Furthermore, from 1 January 2021 and for contracts concluded from that date, this Section of the Terms and all provisions contained therein do not apply to the Customer or Service User who is a natural person concluding a contract directly related to their business activity, if it follows from the content of that contract that it is not of a professional nature for that person, resulting in particular from the subject of their business activity made available based on the provisions on the Central Registration and Information on Economic Activity, unless the application of the provisions contained in this section is not prohibited.

9. PROVISIONS CONCERNING ENTREPRENEURS

9.1. This Section 9 of the Terms and Conditions and all provisions contained therein are addressed exclusively to and thus binding only on the Customer or Service User who is not a Consumer. These provisions take precedence over all other provisions of these Terms and Conditions, which apply to the extent that the following provisions do not regulate a given issue differently. Furthermore, from January 1, 2021, and for agreements concluded from that date, this Section and all its provisions do not...

9.2. The Seller has the right to withdraw from the Sales Agreement within 14 calendar days from the date of its conclusion. Withdrawal from the Sales Agreement in this case may occur without giving any reason and does not give rise to any claims by the Customer against the Seller.

9.3. The Seller's liability under warranty for the Product or lack of conformity of the Product with the Sales Agreement is excluded.

9.4. The basis for a complaint or any other claims of the Customer against the Seller—regardless of their legal basis—cannot be the following characteristics of the Product: (1) dimension deviations of the Product by +/- 5% in each dimension; (2) slight color differences resulting from individual monitor settings and configurations or lighting conditions in which the Product is placed. These discrepancies are hereby acknowledged by the Customer and Seller as acceptable and not constituting a physic...

9.5. The Seller will respond to the complaint within 30 calendar days from the date of its receipt.

9.6. The Seller has the right to limit available payment methods, including requiring full or partial prepayment, regardless of the payment method chosen by the Customer and the conclusion of the Sales Agreement.

9.7. The Service Provider may terminate the Electronic Service Agreement with immediate effect and without giving reasons by sending an appropriate statement to the Service User.

9.8. In the event of non-collection of a cash-on-delivery shipment by the Customer, the Seller, regardless of other entitlements, has the right to charge a contractual penalty of PLN 150.00 (in words: one hundred fifty zlotys). The reservation of a contractual penalty does not exclude or limit the right to claim additional compensation.

9.9. In the event of payment delay, including an advance payment, the Seller reserves the right to refuse to conclude further agreements and suspend the execution of already concluded agreements until the due payments are made. This does not give rise to any claims by the Customer against the Seller.

9.10. In the event of any disputes related to the agreement, the Customer is not entitled to withhold the agreed payment or part thereof. Any settlements arising from disputes will take place only after mutual agreement of the parties.

9.11. Any delay or failure to fulfill the contract conditions by the Seller cannot constitute grounds for the Customer to withdraw from the contract or to claim compensation for losses or other equivalent payments if the failure or improper performance was caused by factors for which the Seller is not responsible and to which the Seller did not contribute (e.g., force majeure).

9.12. Upon delivery of the Product to the carrier by the Seller, the benefits and burdens associated with the Product and the risk of accidental loss or damage to the Product pass to the Customer. In such a case, the Seller is not liable for the loss, shortage, or damage of the Product occurring from the moment it is accepted for transport until it is delivered to the Customer, nor for delays in shipment delivery.

9.13. If the Product is sent to the Customer via a carrier, the Customer is obliged to inspect the shipment in the manner and time customary for such shipments. If the Customer finds that there has been a shortage or damage to the Product during transport, they are obliged to take all necessary steps to determine the carrier's liability.

9.14. The Customer's withdrawal from the Sales Agreement in any form (including refusal to accept the Product) does not entitle them to a refund of the Product payment nor release them from the obligation to pay under the concluded Sales Agreement. In such a case, the Customer is not entitled to the right of withdrawal from a distance contract as referred to in Section 8 of the Terms and Conditions—this right is granted only to Consumers and individuals specified in Section 8.11.

9.15. The Service Provider's/Seller’s liability to the Service User/Customer, regardless of its legal basis, is limited—both in the scope of a single claim and for all claims in total—to the amount of the paid price and delivery costs under the Sales Agreement, but not more than one thousand zlotys. The monetary limitation referred to in the previous sentence applies to all claims directed by the Service User/Customer against the Service Provider/Seller, including cases where no Sales Agreement was c...

9.16. All disputes arising between the Seller/Service Provider and the Customer/Service User shall be submitted to the court having jurisdiction over the Seller’s/Service Provider’s registered office.

10. PRODUCT REVIEWS

10.1. The Seller enables its Clients to submit and access reviews about Products and the Online Store under the terms specified in this section of the Terms and Conditions.

10.2. A Client may submit a review by using a form allowing them to add a review about a Product or the Online Store. This form may be made available directly on the Online Store website (e.g., via an external widget) or via an individual link sent to the Client after purchase to the email address provided by them. When adding a review, the Client may also include a star rating or a photo of the Product – if such an option is available in the review form.

10.3. A Product review may only be submitted for Products actually purchased in the Seller’s Online Store and by a Client who purchased the reviewed Product. Entering into fictitious or simulated Sales Agreements for the purpose of submitting a review is prohibited. A review of the Online Store may be submitted by any person who is a Client of the Online Store.

10.4. Clients may not use the review system for illegal activities, particularly for acts of unfair competition or actions that violate the personal rights, intellectual property rights, or other rights of the Seller or third parties. Clients must act lawfully, in accordance with these Terms and Conditions, and follow good practices when submitting reviews.

10.5. Reviews may be published directly on the Online Store website (e.g., next to the reviewed Product) or on an external review service used by the Seller, to which the Online Store refers (including via an external widget embedded in the Online Store website).

10.6. The Seller ensures that published Product reviews come from its Clients who purchased the respective Product. To verify this, the Seller takes the following steps:

10.6.1. Publishing a review submitted via a form directly available on the Online Store website requires prior verification by the Service Provider. This verification involves checking the compliance of the review with the Terms and Conditions, in particular verifying whether the reviewer is a Client of the Online Store – in such a case, the Seller checks whether the person made a purchase in the Online Store, and for Product reviews, whether they purchased the reviewed Product. The verification is performed without undue delay.

10.6.2. The Seller sends its Clients (including via an external review service it cooperates with) an individual link to the review form at the email address provided during purchase – thereby granting access to the review form only to the Client who purchased the Product in the Online Store.

10.6.3. In case of the Seller’s doubts or objections raised by other Clients or third parties regarding whether a review comes from a Client or whether the Client purchased the reviewed Product, the Seller reserves the right to contact the review author to clarify and confirm that they are indeed a Client of the Online Store or purchased the reviewed Product.

10.7. Any comments, appeals from review verifications, or concerns regarding whether a review comes from a Client or whether the Client purchased the reviewed Product can be submitted according to the complaints procedure described in section 6 of the Terms and Conditions.

10.8. The Seller does not post or commission others to post false reviews or customer recommendations and does not distort reviews or recommendations to promote its Products. The Seller publishes both positive and negative reviews. The Seller does not publish sponsored reviews.

11. ILLEGAL CONTENT AND OTHER CONTENT IN BREACH OF THE TERMS AND CONDITIONS

11.1. This section of the Terms and Conditions contains provisions resulting from the Digital Services Act in relation to the Online Store and the Service Provider. The Service Recipient is generally not obliged to provide any content when using the Online Store, unless the Terms and Conditions require specific data to be provided (e.g., information necessary to place an Order). The Service Recipient may have the option to submit a review or comment using the tools provided by the Service Provider. In each case of content submission, the Service Recipient must follow the rules contained in the Terms and Conditions.

11.2. CONTACT POINT – The Service Provider designates the email address biuro@pranie.pl as the single contact point. This contact point enables direct communication between the Service Provider and the authorities of the Member States, the European Commission, and the Digital Services Board, as well as allows recipients of the service (including Service Recipients) to communicate with the Service Provider directly, quickly, and in a user-friendly manner via email for the purposes of the Digital Services Act. The Service Provider indicates Polish and English as the languages for communication.

11.3. Procedure for reporting Illegal Content and actions under Article 16 of the Digital Services Act:

11.3.1. Any person or entity may notify the Service Provider at biuro@pranie.pl of the presence of specific information that they believe to be Illegal Content.

11.3.2. The notice should be sufficiently precise and adequately substantiated. The Service Provider enables and facilitates notices containing the following elements: (1) a sufficiently substantiated explanation of why the information is believed to be Illegal Content; (2) a clear indication of the exact electronic location, such as a precise URL or URLs, and, where applicable, additional information to identify the content; (3) the name and email address of the person or entity submitting the notice, except in the case of crimes listed in Articles 3–7 of Directive 2011/93/EU; and (4) a good-faith declaration by the notifier that the information and allegations are accurate and complete.

11.3.3. Such notice is deemed to provide actual knowledge or awareness under Article 6 of the Digital Services Act if it enables the Service Provider to identify the illegal nature of the information or activity without detailed legal analysis.

11.3.4. If the notifier provided electronic contact details, the Service Provider shall confirm receipt and inform the notifier of its decision regarding the information, including how to appeal the decision, without undue delay.

11.3.5. The Service Provider shall review and decide on all received notices promptly, impartially, and diligently. If the decision is based on automated tools, this will be disclosed in the notification to the notifier.

11.4. Information on restrictions imposed by the Service Provider on content submitted by Service Recipients:

11.4.1. Service Recipients must follow these rules when submitting content via the Online Store:

11.4.1.1. Use the Online Store according to its purpose, the Terms and Conditions, and in accordance with the law and good practices, with respect for the rights and intellectual property of the Service Provider and third parties;

11.4.1.2. Provide accurate and non-misleading content;

11.4.1.3. Do not submit unlawful or Illegal Content;

11.4.1.4. Do not send unsolicited commercial messages (spam);

11.4.1.5. Do not submit offensive, vulgar, or otherwise inappropriate content;

11.4.1.6. Ensure that you hold all necessary rights and licenses to use and publish such content, including image rights and personal data consents where applicable;

11.4.1.7. Use the Online Store without endangering the Service Provider’s IT systems or third-party systems.

11.4.2. The Service Provider may moderate user-submitted content in good faith and with due diligence, either on its own initiative or upon receiving a report, to detect, identify, or remove Illegal Content or content in breach of the Terms and Conditions.

11.4.3. Moderation may be done manually or with automated tools. Once such content is identified, the Service Provider may remove it, restrict access, or take other necessary actions (e.g., request clarification). The Service Provider will inform the content provider (if contact details are available) of the decision, reasoning, and appeals process.

11.4.4. The Service Provider shall act with due diligence, objectivity, and proportionality while safeguarding the fundamental rights and interests of all parties, including the freedom of expression and media pluralism as enshrined in the EU Charter of Fundamental Rights.

11.5. Any comments, complaints, appeals, or objections concerning decisions or actions taken by the Service Provider may be submitted in accordance with the complaints procedure in section 6. This procedure is free and allows for electronic submission via email. Using this procedure does not prejudice the right to seek legal remedies.

11.6. The Service Provider shall consider all such complaints in a timely, fair, and non-discriminatory manner. If a complaint provides valid grounds, the Service Provider shall revise its decision or take other appropriate actions without undue delay.

11.7. Service Recipients and other parties affected by decisions related to Illegal Content or Terms-breaching content have the right to use any certified out-of-court dispute resolution body designated by a Digital Services Coordinator in the Member State to resolve the dispute.


12. FINAL PROVISIONS

12.1. Agreements concluded via the Online Store are concluded in the Polish language.

12.2. Amendment of the Terms and Conditions:

12.2.1. The Service Provider reserves the right to amend these Terms and Conditions for important reasons, i.e.: changes in legal regulations; changes in payment or delivery methods or deadlines, compliance with legal or regulatory obligations; changes in the scope or form of Electronic Services provided; the addition of new Electronic Services; the need to counteract an unforeseen and immediate threat related to the protection of the Online Store, including Electronic Services and Service Recipients/Customers from fraud, malware, spam, data breaches, or other cybersecurity threats – to the extent that these changes affect the implementation of the provisions of these Terms and Conditions.

12.2.2. Notification of proposed changes will be sent at least 15 days before the effective date of such changes, provided that the change may be implemented without a 15-day notice period if the Service Provider: (1) is subject to a legal or regulatory obligation requiring an amendment of the Terms and Conditions that does not allow compliance with the 15-day notice period; or (2) must exceptionally amend its Terms and Conditions to counter an unforeseen and immediate threat related to the protection of the Online Store, including Electronic Services and Service Recipients/Customers from fraud, malware, spam, data breaches, or other cybersecurity threats. In the two aforementioned cases, changes come into force immediately unless a longer implementation period is possible or necessary, in which case the Service Provider will notify accordingly.

12.2.3. For continuous contracts (e.g., Electronic Service – Account), the Service Recipient has the right to terminate the contract with the Service Provider before the end of the notice period. Such termination becomes effective 15 days from the date of receiving the notice. In the case of continuous contracts, the amended Terms and Conditions bind the Service Recipient if they were duly notified of the changes, within the notification period, and did not terminate the contract. Additionally, at any time after receiving the notice, the Service Recipient may accept the changes and thereby waive the remainder of the notice period. In the case of contracts other than continuous ones, changes to the Terms and Conditions will not affect rights acquired by the Service Recipient before the effective date of the amendments, particularly changes will not affect orders already placed or submitted and sales contracts concluded, executed, or fulfilled.

12.2.4. If an amendment to the Terms and Conditions results in the introduction of any new fees or an increase in existing ones, the Consumer has the right to withdraw from the contract.

12.3. In matters not regulated by these Terms and Conditions, generally applicable provisions of Polish law shall apply, in particular: the Civil Code; the Act on the Provision of Electronic Services of 18 July 2002 (i.e., Journal of Laws of 2020, item 344, as amended); the Consumer Rights Act; and other relevant provisions of generally applicable law.

12.4. These Terms and Conditions do not exclude the provisions in force in the consumer's country of habitual residence concluding a contract with the Service Provider/Seller, which cannot be excluded by agreement. In such a case, the Service Provider/Seller guarantees the consumer protection granted to them under provisions that cannot be excluded by agreement.

13. MODEL WITHDRAWAL FORM
(ANNEX 2 TO THE ACT ON CONSUMER RIGHTS)

Model withdrawal form

(this form should be completed and returned only if you wish to withdraw from the contract)

– Recipient:
PLANOWNIA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. Karczówkowska 6, 25-019 Kielce
pranie.pl
faktury@pranie.pl

– I/We() hereby inform you of my/our() withdrawal from the contract for the sale of the following goods() / for the supply of the following goods() / for the contract for work consisting in the production of the following goods() / for the provision of the following service()

– Date of conclusion of the contract() / date of receipt()

– Name and surname of the consumer(s)

– Address of the consumer(s)

– Signature of the consumer(s) (only if this form is submitted on paper)

– Date

(*) Delete as appropriate.