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Terms and conditions

 

 


TERMS AND CONDITIONS OF THE ONLINE STORE SKLEP.CRISPYNATURAL.PL

 

TABLE OF CONTENTS:
1. GENERAL PROVISIONS
2. ELECTRONIC SERVICES IN THE ONLINE SHOP
3. TERMS OF CONCLUDING A SALES AGREEMENT
4. METHODS AND TERMS OF PAYMENT FOR THE PRODUCT
5. COST, WAYS AND TIME OF DELIVERY AND COLLECTION OF THE PRODUCT
6. THE LOYALTY PROGRAMME
7. THE COMPLAINT PROCEDURE
8. THE OUT-OF-COURT COMPLAINT AND REDRESS PROCEDURES AND THE RULES OF ACCESS TO THOSE PROCEDURES
9. THE RIGHT OF WITHDRAWAL
10. PPROVISIONS CONCERNING ENTREPRENEURS
11. PRODUCT REVIEWS
12. ILLEGAL CONTENT AND OTHER CONTENT NOT COMPLIANT WITH THE TERMS AND CONDITIONS
13. FINAL PROVISIONS
14. WITHDRAWAL FORM TEMPLATE

These Online Shop Regulations have been prepared by the lawyers of Prokonsumencki.pl. The online shop www.sklep.crispynatural.pl cares about consumer rights. The consumer may not waive the rights granted to him under the Consumer Rights Act. Contractual provisions that are less favourable to the consumer than the provisions of the Consumer Rights Act shall be invalid 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 of the consumer's rights to which they are entitled under mandatory provisions of law, and any possible doubt shall be interpreted in favour of the consumer. In the event of any inconsistency between the provisions of these Terms and Conditions and the aforementioned provisions, these provisions shall prevail and shall be applied.


1. GENERAL PROVISIONS
1.1. The online shop available at the internet address www.sklep.crispynatural.pl is operated by CRISPY NATURAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ SPÓŁKA KOMANDYTOWA with its registered office in Kalisz (registered office and correspondence address: ul. Łódzka 145A, 62-800 Kalisz), entered in the Register of Entrepreneurs of the National Court Register under the KRS number 0000467337; the registration court where the company's documentation is kept: District Court Poznań - Nowe Miasto and Wilda in Poznań, IX Economic Division of the National Court Register; NIP: 6182144296; REGON: 302460943, e-mail address: sklep@crispynatural.pl and contact telephone number: +48 600 318 507.
1.2. These Terms and Conditions are addressed both to consumers and businesses using the Online Shop, unless a specific provision of the Terms and Conditions states otherwise.
1.3. The administrator of the personal data processed in the Internet Shop in connection with the implementation of the provisions of these Terms and Conditions is the Seller. Personal data shall be processed for the purposes, for the period and on the basis of the grounds and principles indicated in the privacy policy published on the website of the Internet Shop at https://sklep.crispynatural.pl/en/privacy-policy. The privacy policy contains, first of all, the principles concerning the processing of personal data by the Administrator in the Internet Shop, including the grounds, purposes and period of personal data processing and the rights of data subjects, as well as information on the use of cookies and analytical tools in the Internet Shop. The use of the Online Shop, including making purchases, is voluntary. Similarly, the related provision of personal data by the Customer or Client using the Online Shop is voluntary, subject to the 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, ACT - Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on the Digital 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. CHAT - an Electronic Service available on the Online Shop enabling the Service Recipients using it to send an enquiry to the Service Provider and to obtain assistance relating to purchases or the operation of the Online Shop website.
1.4.3. WORKING DAY - one day from Monday to Friday excluding public holidays.
1.4.4. REGISTRATION FORM - a form available in the Online Shop which enables the creation of an Account.
1.4.5. ORDER FORM - an Electronic Service, an interactive form available in the Online Shop which allows the Orderer to place an Order, in particular by adding Products to an electronic basket and specifying the terms of the Sales Agreement, including the method of delivery and payment.
1.4.6. CUSTOMER - (1) a natural person with full legal capacity, and in cases provided for by generally applicable laws, also a natural person with limited legal capacity; (2) a legal person; or (3) an organisational unit without legal personality, to which legal capacity is granted by law; - who has concluded or intends to conclude a Sales Agreement with the Seller.
1.4.7. CIVIL CODE - the Civil Code Act of 23 April 1964 (Journal of Laws 1964 no. 16, item 93 as amended).
1.4.8. ACCOUNT - Electronic Service, a set of resources in the Service Provider's ICT system, marked with an individual name (login) and password provided by the Customer, in which the data provided by the Customer and information about Orders placed by him/her in the Online Shop are stored.
1.4.9. NEWSLETTER - Electronic Service, an electronic distribution service provided by the Service Provider via e-mail, which enables all Service Recipients who use it to automatically receive from the Service Provider the cyclical content of successive editions of a newsletter containing information about Products, news and promotions in the Online Shop.
1.4.10. ILLEGAL CONTENT - information which, either in itself or by reference to an action, including the sale of Products or the provision of Electronic Services, does not comply with the law of the European Union or with the law of any Member State which is in conformity with the law of the European Union, irrespective of the specific subject matter or nature of that law.
1.4.11. PRODUCT - a movable item (including a movable item with digital elements, i.e. containing or connected to digital content or a digital service in such a way that the absence of the digital content or service would prevent its proper functioning) available in the Online Shop (1) subject to a Sales Agreement between the Customer and the Seller.
1.4.12. REGULATIONS - these regulations of the Online Shop.
1.4.13. ONLINE STORE - the Service Provider's online shop available at the following internet address: www.sklep.crispynatural.pl.
1.4.14. SELLER; SERVICE PROVIDER - CRISPY NATURAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ SPÓŁKA KOMANDYTOWA with its registered office in Kalisz (registered office and correspondence address: ul. Łódzka 145A, 62-800 Kalisz), entered in the Register of Entrepreneurs of the National Court Register under KRS number 0000467337; registration court where the company's documentation is kept: District Court Poznań - Nowe Miasto and Wilda in Poznań, IX Economic Division of the National Court Register; NIP: 6182144296; REGON: 302460943, e-mail address: sklep@crispynatural.pl and contact telephone number: +48 600 318 507.
1.4.15. CONTRACT OF SALE - (1) a contract of sale of a Product (in the case of movable goods and movable goods with digital elements) concluded or entered into 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 Customer via the Online Shop and which is not a Product.
1.4.17. USER - (1) a natural person having full legal capacity, and in cases provided for by generally applicable law, also a natural person having limited legal capacity; (2) a legal person; or (3) an organisational unit without legal personality, to which legal capacity is granted by law; - using or intending to use an Electronic Service.
1.4.18. CONSUMER RIGHTS ACT - Act of 30 May 2014 on consumer rights (Journal of Laws 2014 item 827 as amended).
1.4.19. ORDER - Customer's declaration of will submitted via the Order Form and aiming directly at the conclusion of the Product Sales Agreement with the Seller.


2. ELECTRONIC SERVICES IN THE WEBSHOP
2.1. The following Electronic Services are available on the Online Store: Account, Order Form, Newsletter and Chat.
2.1.1. Account - the use of an Account is possible after the Service Recipient completes a total of three consecutive steps - (1) completes the Registration Form, (2) clicks the field ‘Create Account’ and (3) confirms the wish to create an Account by clicking on the confirmation link automatically sent to the provided e-mail address. In the Registration Form, it is necessary for the Service Recipient to provide the following Service Recipient data: e-mail address and password. The use of an Account is also possible after logging into the Account using the Client's Google login details.
2.1.1.1. The Electronic Account Service is provided free of charge for an indefinite period of time. The Customer has the option, at any time and without giving any reason, to remove the Account (resignation from the Account) by sending an appropriate request to the Service Provider, in particular via e-mail to: sklep@crispynatural.pl or in writing to the address: ul. Łódzka 145a, 62-800 Kalisz.
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 Shop. The Order is placed when the Customer completes a total of two consecutive steps - (1) completing the Order Form and (2) clicking the ‘Order and pay’ box on the Online Shop website after completing the Order Form. - until this point, it is possible to modify the data entered on your own (for this purpose, please follow the messages displayed and the information available on the website of the Online Shop). In the Order Form, it is necessary for the Customer to provide the following details concerning the Customer: name and surname/company name, address (street, house/flat number, postal code, voivodship, town, country), e-mail address, contact telephone number and details concerning the Sales Agreement: Product(s), quantity of Product(s), place and method of delivery of the Product(s), method of payment. In the case of Customers who are not consumers, it is also necessary to provide the company name and Tax Identification Number.
2.1.2.1. The Order Form Electronic Service is provided free of charge and is provided on a one-off basis and terminates when an Order is placed through it or when the Customer discontinues placing an Order through it in advance.
2.1.3. Newsletter - using the Newsletter is possible after providing in the ‘Newsletter’ tab visible on the Online Shop website the e-mail address to which the next edition of the Newsletter is to be sent and clicking on the action field. It is also possible to sign up for the Newsletter by ticking the appropriate checkbox when creating an Account or placing an Order - the moment the Account is created or the Order is placed, the Customer is signed up for the Newsletter.
2.1.3.1. The Newsletter Electronic Service shall be provided free of charge for an indefinite period of time. The Customer has the possibility, at any time and without giving any reason, to unsubscribe from the Newsletter (Newsletter unsubscribe) by sending an appropriate request to the Service Provider, in particular via e-mail to: sklep@crispynatural.pl or in writing to the address: ul. Łódzka 145a, 62-800 Kalisz.
2.1.4. Chat - use of the Chat is made by calling the chat window with the appropriate button located in the corner of the Online Shop page. In order to start a chat, the Client must enter the content of the message and send it to the Service Provider after clicking the action field. If the Chat contains information on the availability of the Service Provider's consultant, the Client should be able to chat in real time with the consultant.
2.1.4.1. The Electronic Chat Service is provided free of charge and is of a one-time nature and terminates when the Service Provider ceases to correspond through it.
2.2. Technical requirements necessary to work with the ICT system used by the Service Provider: (1) computer, laptop or other multimedia device with access to the Internet; (2) access to electronic mail; (3) web browser in the current version: Mozilla Firefox; Opera; Google Chrome; Safari or Microsoft Edge; (4) recommended minimum screen resolution: 1024x768; (5) enable cookies and Javascript in your web browser.
2.3. The Client is obliged to use the Online Shop in a manner consistent with the law and morality, with due regard to respect for personal rights, copyrights and intellectual property of the Service Provider and third parties. The Client is obliged to enter data in accordance with the facts. The Client is prohibited from providing unlawful content, including Illegal Content.
2.3.1. The complaint procedure concerning the Electronic Services is indicated in point. 7 of the Regulations.


3. TERMS OF CONCLUDING A SALES AGREEMENT
3.1. The conclusion of a Sales Contract between the Customer and the Seller takes place after the Customer has placed an Order using the Order Form in the Online Shop in accordance with point. 2.1.2 of the Terms and Conditions.
3.2. The price of the Product shown on the website of the On-line Shop is given in Polish zloty and includes taxes. The Client is informed about the total price including taxes of the Product being the subject of the Order, as well as about the costs of delivery (including transport, delivery and postal services fees) and other costs, and if the amount of these fees cannot be determined - about the obligation to pay them, the Client is informed on the pages of the Online Shop during the process of placing the Order, including at the moment of expressing the Client's will to be bound by the Sales Agreement. In the case of a Sales Contract for a Product concluded for an indefinite period of time or covering a subscription, the Seller shall specify in the same manner the total price or remuneration including all payments for the settlement period, and when the Sales Contract provides for a fixed rate - also the total monthly payments.
3.3. Procedure for concluding a Sales Contract in the Online Shop using the Order Form
3.3.1. The conclusion of a Sales Contract between the Customer and the Seller takes place after the Customer has placed an Order in the Online Shop in accordance with point. 2.1.2 of the Terms and Conditions.
3.3.2. After the Order is placed, the Seller immediately confirms its receipt and simultaneously accepts the Order for execution. Confirmation of receipt of the Order and its acceptance for processing is made by the Seller sending the Customer a relevant e-mail message to the e-mail address provided by the Customer during the Order placement process, which contains at least the Seller's statements about receipt of the Order and its acceptance for processing as well as confirmation of concluding the Sales Agreement. Upon receipt by the Customer of the above e-mail message, the Sales Agreement between the Customer and the Seller is concluded.
3.4. The content of the concluded Sales Agreement shall be recorded, secured and made available to the Customer by (1) making these Terms and Conditions available on the website of the Internet Shop and (2) sending the Customer the e-mail 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 IT system of the Seller's Internet Shop.


4. METHODS AND TERMS OF PAYMENT FOR THE PRODUCT
4.1. The Seller shall make available to the Customer the following methods of payment for the Sales Contract:
4.1.1. Payment in cash on delivery.
4.1.2. Payment by bank transfer to the Seller's bank account.
4.1.3.Electronic payments and card payments via PayU.pl - the possible current payment methods are specified on the website of the Online Shop in the information tab concerning payment methods and on the website https://www.payu.pl.
4.1.3.1. Settlement of electronic payment and payment card transactions is carried out according to the Customer's choice via PayU.pl. Electronic payment and payment card processing is carried out by:
4.1.3.1.1. PayU.pl - the company PayU S.A. seated in Poznań (address: ul. Grunwaldzka 186, 60-166 Poznań), entered in the Register of Entrepreneurs of the National Court Register under the number 0000274399, registration files stored by the District Court Poznań - Nowe Miasto and Wilda in Poznań; share capital of PLN 7,789,000.00 fully paid up; NIP: 7792308495.
4.2. Payment term:
4.2.1. If the Customer chooses electronic payment or card payment, the Customer is obliged to make the payment within 7 calendar days from the conclusion of the Sales Agreement.
4.2.2. If the Customer chooses to pay cash on delivery, the Customer is obliged to make payment on delivery.


5. COST, WAYS AND TIME OF DELIVERY AND COLLECTION OF THE PRODUCT
5.1. Delivery of the Product is available in the territory of the Republic of Poland.
5.2. The delivery of the Product to the Customer is chargeable, unless the Sales Agreement states otherwise. The Product delivery costs (including transport, delivery and postal fees) are indicated to the Customer on the web pages of the Online Shop in the information tab concerning delivery costs and during the placing of the Order, including at the moment of expressing the Customer's will to be bound by the Sales Agreement.
5.3. Personal collection of the Product by the Customer is free of charge.
5.4. The Seller shall make the following methods of delivery or collection of the Product available to the Customer:
5.4.1. Courier delivery, cash on delivery.
5.4.2. Delivery with collection at a parcel machine or other available collection point selected by the Customer when placing the Order.
5.4.3. Personal collection available at: 145A Łódzka Street, 62-800 Kalisz- on Working Days, from 08:00 to 16:00.
5.5. The deadline for delivery of the Product to the Customer is up to 7 Business Days, unless a shorter deadline is specified in the description of the Product or during the Ordering process. In the case of Products with different delivery periods, the delivery period shall be the longest period stated, which shall not, however, exceed 7 Business Days. The start of the period for delivery of the Product to the Customer is calculated as follows:
5.5.1. If the Customer chooses to pay electronically or by payment card - from the date on which the Seller's bank account or settlement account is credited.
5.5.2. If the Customer chooses to pay by cash on delivery - from the date of conclusion of the Sales Contract.


6. THE LOYALTY PROGRAMME
6.1. CONDITIONS FOR PARTICIPATION IN THE LOYALTY PROGRAMME
6.1.1. A participant in the Loyalty Programme may be a Customer who has a registered Customer Account. Participation in the Loyalty Programme is voluntary.
6.1.2. The Customer is obliged to use the Loyalty Programme in accordance with its objectives and purposes, in a manner consistent with the law and good morals, bearing in mind respect for the personal rights and copyrights and intellectual property of the Organiser and third parties.
6.2. TERMS AND CONDITIONS OF THE LOYALTY PROGRAMME
6.2.1. The Seller awards Points to the Participant for the following activities within the Online Shop:
6.2.1.1. Newsletter subscription - 50 points,
6.2.1.2. recommending a Seller or a Product to another person - 25 points,
6.2.1.3. recommending the Seller or the Product to another person via the Seller's Facebook and Instagram accounts - 25 points,
6.2.1.4. adding an opinion about a Product in the Seller's Online Shop - 20 points,
6.2.1.5. every PLN 1.00 spent - 1 point.
6.2.1.5.1. The cost of shipping is not included and is not converted into points.
6.2.2. The Customer receives the points referred to in point 6.2.1.1. of the Terms and Conditions as soon as he/she confirms his/her subscription to the Newsletter.
6.2.3. The Customer receives the points referred to in section 6.2.1.2. of the Terms and Conditions after sending the Seller at the e-mail address sklep@crispynatural.pl information about the given recommendation.
6.2.3.1. Referral points are added to the Customer Account when the referred person makes a purchase in the Online Shop with the addition of the referring person's information in the ‘Comments’ field.
6.2.4. The customer receives the points referred to in section 6.2.1.3 of the Terms and Conditions:
6.2.4.1. after marking the Seller's account on the social network Facebook (https://www.facebook.com/crispynatural);
6.2.4.2. after tagging the Seller's account on the social network Instagram (https://www.instagram.com/crispynatural/)
6.2.4.3. The Customer is obliged to inform the Seller of the marking to the e-mail address referred to in section 6.2.4. of the Terms and Conditions.
6.2.5. The customer receives the points referred to in section 6.2.1.4. of the Terms and Conditions after verification of the added opinion in the manner referred to in section 11. of the Terms and Conditions ‘PRODUCT OPINIONS’.
6.2.6. The customer receives the points referred to in section 6.2.1.5 of the Terms and Conditions for the purchase of each product. No product is excluded from participation in the programme.
6.2.6.1. The awarding of points takes place once the order has been paid for.
6.2.6.2. Orders on the basis of which the Participant loses the right to Points under the Loyalty Programme are:
6.2.6.3. submitted outside the Customer Account.
6.2.6.4. those that have been given the status ‘Cancelled’.
6.2.6.4.1. In the case referred to in section 6.2.6.4. of the Terms and Conditions, the points previously added to the Customer Account shall be deducted from it.
6.2.7. Whenever the number of points in the Account changes, the Customer is informed by e-mail.
6.2.8. The participant can use the Points by exchanging them for the value by which the value of the order will be reduced according to the conversion rate of 20 points = PLN 1.00.
6.2.8.1. The customer can only redeem points for products indicated in the Online Shop.
6.2.8.2. Points can only be redeemed for products when shopping in the Online Shop.
6.2.8.3. To make an exchange, purchases must be made for a minimum of £30.00.
6.2.8.4. A charge of PLN 0.01 is added to each Product added to an Order as part of loyalty programme points.
6.2.9. The points accumulated by the Participant have a validity period of 365 days calculated separately for the points added in the activities referred to in sections 6.2.1.1. to 6.2.1.5. of the Terms and Conditions.
6.2.10. Points are not exchangeable for any legal tender.
6.2.11. In the event that the Participant returns a Product purchased using Points, the Seller shall refund the Points used to the Customer Account.
6.2.12. The Merchant may decide to terminate the Loyalty Programme at any time, subject to:
6.2.12.1. it will inform the Participants of its intention to terminate the Loyalty Programme well in advance, but no less than 14 days prior to the planned termination of the Loyalty Programme, in order to allow its Participants to use their accumulated Points,
6.2.12.2. The transmission of the information referred to in point 6.2.12. of the Rules and Regulations shall be made to the Participant's e-mail address indicated in the Customer Account and by publishing a message on the website of the Online Shop.
6.2.13. In the event of termination of the Loyalty Programme, unused Points lose their validity and it becomes impossible to use them in the Online Shop.


7. THE COMPLAINT PROCEDURE
7.1. This section 7 of the Terms and Conditions sets out the procedure for handling complaints common to 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 Shop.
7.2. A complaint can be made, for example:
7.2.1. in writing to the following address: 145a Łódzka Street, 62-800 Kalisz;
7.2.2. electronically by e-mail to: sklep@crispynatural.pl.
7.3. Sending or returning the Product as part of a complaint can be done at the address: ul. Łódzka 145a, 62-800 Kalisz.
7.4. It is recommended to state in the description of the complaint: (1) information and circumstances concerning the subject matter of the complaint, in particular the nature and date of the irregularity or non-conformity with the contract; (2) the demand for the manner of bringing the complaint into conformity with the contract or the declaration of price reduction or withdrawal from the contract or other claim; and (3) contact details of the complainant - this will facilitate and expedite the processing of the complaint. The requirements given in the preceding sentence are in the form of a recommendation only and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
7.5. If the contact details provided by the complainant change during the processing of the complaint, the complainant is obliged to notify the seller.
7.6. The complainant may attach evidence (e.g. photos, documents or Product) related to the subject of the complaint. The Seller may also ask the complainant to provide additional information or send evidence (e.g. photographs) if this will make it easier and faster for the Seller to investigate the complaint.
7.7. The seller shall respond to the complaint immediately, but no later than within 14 calendar days of receipt.
7.8. The basis and scope of the Seller's statutory liability are set out in generally applicable laws, in particular the Civil Code, the Consumer Rights Act and the Act on Providing Electronic Services of 18 July 2002 (Journal of Laws No. 144, item 1204 as amended). Additional information regarding the Seller's liability for the conformity of the Product with the Sales Agreement, as provided by law, is indicated below:
7.8.1. In the event of a complaint about a Product - a movable item - purchased by the Customer on the basis of a Sales Agreement concluded with the Seller until 31. December 2022, the provisions of the Civil Code in the wording in force until 31. December 2022, in particular Articles 556-576 of the Civil Code, shall determine. These provisions define in particular the basis and scope of the Seller's liability towards the Customer if the sold Product has a physical or legal defect (warranty). Pursuant to Article 558 § 1 of the Civil Code, the Seller's liability under warranty for the Product purchased in accordance with the preceding sentence towards the Customer who is not a consumer is excluded.
7.8.2. In the case of a complaint about a Product - a movable item (including a movable item with digital elements), excluding, however, a movable item which serves only as a carrier of digital content - purchased by the Customer on the basis of a Sales Agreement concluded with the Seller as of 1. January 2023, the provisions of the Consumer Rights Act in the wording in force as of 1. January 2023, in particular Articles 43a - 43g of the Consumer Rights Act, are defined. These provisions determine, in particular, the basis and scope of the Seller's liability towards the consumer if the Product does not comply with the Sales Agreement.
7.9. In addition to the statutory liability, a warranty may be provided for the Product - this is a contractual (additional) liability and can be exercised if the Product in question is covered by the warranty. The guarantee may be provided by an entity other than the Seller (e.g. the manufacturer or distributor). Detailed terms and conditions of liability under the guarantee, including details of the entity responsible for the implementation of the guarantee and the entity entitled to make use of it, are available in the description of the guarantee, e.g. in the guarantee card or in another place concerning the granting of the guarantee. The Vendor points out that in the case of non-conformity of the Product with the contract, the Customer is entitled by law to legal remedies on the part and at the expense of the Vendor and that the guarantee does not affect these legal remedies.
7.10. The provisions of clause 7.8.2. of the Terms and Conditions concerning the consumer shall also apply to a Customer who is a natural person concluding a contract directly related to his/her business activity, if it follows from the content of such a contract that it does not have a professional character for that person, in particular resulting from the subject of his/her business activity made available on the basis of the provisions on the Central Register and Information on Business Activity.


8. THE OUT-OF-COURT COMPLAINT AND REDRESS PROCEDURES AND THE RULES OF ACCESS TO THOSE PROCEDURES
8.1. Out-of-court dispute resolution methods include (1) allowing the parties' positions to be brought closer together, e.g. through mediation; (2) proposing a solution to the dispute, e.g. through conciliation; and (3) resolving the dispute and imposing a solution on the parties, e.g. through arbitration (conciliation court). Detailed information on the possibility for a Customer who is a consumer to make use of out-of-court ways of handling complaints and pursuing claims, the rules of access to these procedures and a friendly search engine of entities dealing with amicable dispute resolution are available on the website of the Office of Competition and Consumer Protection at: https://polubowne.uokik.gov.pl/.
8.2. There is a contact point at the President of the Office of Competition and Consumer Protection, whose task is, inter alia, to provide consumers with information on out-of-court settlement of consumer disputes. Consumers can contact the point: (1) by telephone - by calling 22 55 60 332 or 22 55 60 333; (2) by e-mail - by sending a message to: kontakt.adr@uokik.gov.pl or (3) in writing or in person - at the Office's Headquarters at Plac Powstańców Warszawy 1 in Warsaw (00-030).
8.3. The consumer has the following examples of out-of-court complaint and redress procedures: (1) an application for dispute resolution to a permanent amicable consumer court; (2) an application for out-of-court dispute resolution to a provincial inspector of the Commercial Inspection; or (3) the assistance of a district (municipal) consumer ombudsman or a social organisation whose statutory tasks include consumer protection (e.g. Federation of Consumers, Association of Polish Consumers). Advice is provided, inter alia, by e-mail at porady@dlakonsumentow.pl and at the consumer helpline number 801 440 220 (the helpline is open on Working Days, from 8:00 am to 6:00 pm, call charge as per operator's tariff).
8.4. [Important - The possibility to submit complaints via the ODR platform expired on 20 March 2025 and the platform itself will be abolished on 20 July 2025]. The consumer has the following examples of out-of-court complaint and redress options: (1) a request for dispute resolution to a permanent amicable consumer court; (2) a request for out-of-court dispute resolution to a provincial inspector of the Inspectorate; or (3) the assistance of a district (municipal) consumer ombudsman or a social organisation whose statutory tasks include consumer protection (e.g. the Consumer Federation, the Association of Polish Consumers). Advice is provided, inter alia, by e-mail at porady@dlakonsumentow.pl and at the consumer helpline number 801 440 220 (the helpline is open on Working Days, from 8 a.m. to 6 p.m., call charge as per operator's tariff).


9. THE RIGHT OF WITHDRAWAL
9.1. A consumer who has concluded a distance contract may, within 14 calendar days, withdraw from the contract without stating a reason and without incurring costs, except for the costs set out in point. 9.7 of the Regulations. Sending the declaration before the deadline is sufficient to meet it. The declaration of withdrawal may be made, for example:
9.1.1. in writing to the following address: 145a Łódzka Street, 62-800 Kalisz;
9.1.2. electronically by e-mail to: sklep@crispynatural.pl.
9.2. The return of the Product - movables (including movables with digital elements) within the framework of withdrawal from the contract may take place at the address: ul. Łódzka 145a, 62-800 Kalisz.
9.3. A sample withdrawal form is included in Appendix 2 to the Consumer Rights Act and is additionally available in point. 14 of the Regulations. The consumer may use the sample form, but it is not obligatory.
9.4. The period for withdrawal shall begin:
9.4.1. for a contract in the performance of which the Seller delivers the Product, being obliged to transfer its ownership - from taking possession of the Product by the consumer or a third party indicated by him/her other than the carrier, and in the case of a contract which: (1) involves multiple Products which are delivered separately, in batches or in parts - from the taking possession of the last Product, batch or part or (2) involves the regular delivery of Products for a fixed period - from the taking possession of the first Product;
9.4.2. for other contracts, from the date of conclusion of the contract.
9.5. In the event of withdrawal from a distance contract, the contract shall be deemed not to have been concluded.
9.6. Products - moving things, including moving things with digital elements:
9.6.1. The Seller is obliged to return to the consumer immediately, no later than within 14 calendar days from the date of receipt of the consumer's statement of withdrawal, all payments made by the consumer, including the costs of delivery of the Product - a movable item, including a movable item with digital elements (except for additional costs resulting from the method of delivery chosen by the consumer other than the cheapest ordinary method of delivery available in the Online Shop). The Seller shall refund the payment using the same method of payment used by the consumer, unless the consumer has expressly agreed to a different method of refund that does not incur any costs for the consumer. In the case of Products - movable items (including movable items with digital elements) - if the Seller has not offered to collect the Product from the consumer itself, the Seller may withhold the refund of the payment received from the consumer until it has received the Product back or the consumer has provided proof of its return, whichever event occurs first.
9.6.2. In the case of Products - movable items (including movable items with digital elements) - the consumer shall be obliged to return the Product to the Seller immediately, no later than within 14 calendar days from the date on which he or she has withdrawn from the agreement, or to hand it over to a person authorised by the Seller for collection, unless the Seller has offered to collect the Product himself. It is sufficient to send back the Product before the deadline.
9.6.3. The Consumer shall be liable for any diminution in the value of the Product - a movable item (including a movable item with digital elements) - resulting from use beyond that which is necessary to ascertain the nature, characteristics and functioning of the Product.
9.7. Possible costs associated with a consumer's withdrawal that the consumer is obliged to bear:
9.7.1. In the case of Products - movable items (including movable items with digital elements) - if the consumer has chosen a delivery method for the Product other than the cheapest ordinary delivery method available on the Online Shop, the Seller shall not be obliged to reimburse the consumer for the additional costs incurred by him/her.
9.7.2. For Products - movable items (including movable items with digital elements) - the consumer shall bear the direct costs of returning the Product. For Products that cannot be sent back in the usual way by post (bulky items), the consumer may incur higher costs for sending them back, according to the following sample price list of one of the carriers: https://www.sendit.pl/cennik/cenniki-krajowe/fedex.".
9.7.3. In the case of a Product - service, the performance of which - at the express request of the consumer - has begun before the expiry of the withdrawal period, the consumer who exercises his right of withdrawal after having made such a request, shall be obliged to pay for the performance rendered until the withdrawal from the contract. The amount to be paid shall be calculated in proportion to what has been provided, taking into account the price or remuneration agreed in the contract. If the price or remuneration is excessive, the basis for calculating that amount shall be the market value of the performance.
9.8. The consumer's right of withdrawal from a distance contract does not apply to contracts:
9.8.1. (1) for the provision of services for which the consumer is liable to pay the price, if the Seller has performed the service in full with the express and prior consent of the consumer, who has been informed before the provision of the service by the Seller that after the Seller's performance he will lose the right to withdraw from the contract, and has acknowledged it; (2) in which the price or remuneration depends on fluctuations in the financial market over which the Seller has no control and which may occur before the expiry of the withdrawal period; (3) in which the subject of the performance is a Product - a movable item (including a movable item with digital elements) - non-refabricated, produced to the consumer's specification or serving to satisfy his/her individualised needs; (4) in which the subject of the performance is a Product - a movable thing (including a movable thing with digital elements) - that is perishable or has a short shelf life; (5) in which the subject of the performance is a Product - a movable thing (including a movable thing with digital elements) - delivered in sealed packaging that cannot be returned after opening for health or hygiene reasons, if the packaging has been opened after delivery; (6) in which the subject of performance are Products - movables (including movables with digital elements) - which after delivery, due to their nature, are inseparably combined with other movables, including movables with digital elements; (7) in which the subject of performance are alcoholic beverages, the price of which has been agreed upon at the conclusion of the Sales Agreement, the delivery of which may only take place after 30 days and the value of which depends on fluctuations in the market over which the Seller has no control; (8) in which the consumer expressly requested that the Seller come to him/her for the purpose of urgent repair or maintenance; (9) where the subject of the supply are sound or visual recordings or computer programs supplied in sealed packaging if the packaging has been opened after delivery; (10) for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts; (11) concluded by means of a public auction; (12) for the provision of accommodation, other than for residential purposes, carriage of goods, car rental, catering, services relating to leisure, entertainment, sports or cultural events, if the contract specifies the day or period of the service to be provided; (13) for the supply of digital content not supplied on a tangible medium for which the consumer is liable to pay the price, if the Seller has commenced performance with the express and prior consent of the consumer, who has been informed before the provision of the service by the Seller that he will lose his right of withdrawal after the Seller has performed the service and has acknowledged it, and the Seller has provided the consumer with the confirmation referred to in Art. 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 in the case of which the consumer has explicitly requested the Seller to come to the consumer's home for repair and the service has already been fully performed with the consumer's explicit and prior consent.
9.9. The consumer provisions contained in this Section 9. of the Terms and Conditions shall also apply for contracts concluded from 1 January 2021 onwards to a Customer or a Client who is a natural person concluding a contract directly related to his/her business activity, if it follows from the content of this contract that it does not have a professional character for this person, resulting in particular from the subject of his/her business activity, made available on the basis of the provisions on the Central Register and Information on Business Activity.


10. PPROVISIONS CONCERNING ENTREPRENEURS
10.1. This section 10. of the Terms and Conditions and all provisions contained therein are addressed to and thereby bind only the Customer or Service Recipient who is not a consumer. In addition, from 1 January 2021 and for contracts concluded from that date onwards, this section of the Terms and Conditions and all provisions contained therein are not directed at and thus do not bind a Customer or Service Recipient who is a natural person concluding a contract directly related to his/her business activity, when 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 his/her business activity, made available on the basis of the provisions on the Central Register and Information on Business Activity, unless the application to such persons of the provisions contained in this section of the Terms and Conditions is not prohibited.
10.2. The Seller shall have 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 take place without giving any reason and does not give rise to any claims on the part of the Customer against the Seller.
10.3. The Seller's liability under warranty for the Product or for the Product's non-conformity with the Sales Contract shall be excluded.
10.4. The seller will respond to the complaint within 30 calendar days of receipt.
10.5. The Seller shall have the right to limit the available payment methods, including requiring prepayment in full or in part, regardless of the payment method chosen by the Customer and the fact of concluding the Sales Agreement.
10.6. The Service Provider may terminate the contract for the provision of Electronic Services with immediate effect and without indicating reasons by sending the Service Recipient an appropriate statement.
10.7. The liability of the Service Provider/Seller towards the Client/Customer, irrespective of its legal basis, is limited - both within the framework of a single claim as well as for all claims in total - to the amount of the price paid and the delivery costs under the Sales Agreement, but no more than one thousand zlotys. The limitation of the amount referred to in the preceding sentence shall apply to all claims made by the Customer/Client against the Service Provider/Seller, including in the event of the absence of a Sales Agreement or not related to a Sales Agreement. The Service Provider/Seller shall only be liable to the Service Recipient/Customer for typical damages foreseeable at the time of conclusion of the contract and shall not be liable for lost profits. The Seller shall also not be liable for any delay in the carriage of the consignment.
10.8. Any disputes arising between the Seller/Service Provider and the Customer/Service Provider shall be submitted to the court having jurisdiction over the seat of the Seller/Service Provider.


11. PRODUCT REVIEWS
11.1. The Seller allows its Customers to issue and access opinions about the Products and the Online Store under the terms and conditions indicated in this section of the Terms and Conditions.
11.2. It is possible for the Customer to give an opinion on a Product or on the Online Shop using a feedback form. This form can be made available directly on the website of the Online Shop (including via an external widget) or can be made available via an individual link received by the Customer after purchase to the e-mail address provided by the Customer. When adding an opinion, the Customer may also add a graphic rating or a picture of the Product - if such an option is available in the opinion form. :
11.3. An opinion on a Product may be issued only for the Products actually purchased from the Seller's Online Shop and by the Customer who purchased the Product being reviewed. It is prohibited to conclude fictitious or sham Sales Agreements in order to issue an opinion on a Product. An opinion about the Online Shop may be issued by a person who is a Customer of the Online Shop.
11.4. Adding opinions by Clients may not be used for illegal activities, in particular for activities that constitute an act of unfair competition or activities that infringe personal rights, intellectual property rights or other rights of the Seller or third parties. When adding an opinion, the Customer is obliged to act in accordance with the law, these Terms and Conditions and good morals.
11.5. Opinions may be made available directly on the website of the Online Shop (e.g. next to a given Product) or on an external opinion-gathering service with which the Seller cooperates and to which it is linked on the website of the Online Shop (including by means of an external widget placed on the website of the Online Shop).
11.6. The Seller shall ensure that published reviews of Products come from its Customers who have purchased the Product in question. To this end, the Seller shall take the following steps to verify that the reviews come from its Customers:
11.6.1. Publication of an opinion expressed using a form available directly on the website of the Online Shop requires prior verification by the Seller. Verification consists in checking compliance of the opinion with these Terms and Conditions, in particular checking whether the person giving an opinion is a client of the Online Shop - in this case the Seller checks whether that person has made a purchase at the Online Shop, and in the case of an opinion on a Product, the Seller additionally checks whether that person has purchased the Product that is the subject of the opinion. Verification takes place without undue delay.
11.6.2. The Seller sends its Customers (including by means of an external feedback service with which it cooperates) an individual link to the e-mail address provided by the Customer at the time of purchase - in this way, access to the feedback form is granted only to the Customer who purchased the Product from the Online Store.
11.6.3. In the case of doubts of the Seller or objections directed to the Seller by other Customers or third parties as to whether a given opinion comes from a Customer or whether a given Customer has bought a given Product, the Seller reserves the right to contact the author of the opinion in order to clarify and confirm that he or she is in fact a Customer of the Online Shop or has purchased the Product reviewed.
11.7. Any comments, appeals against the verification of an opinion, or objections as to whether a given opinion comes from the Customer or whether a given Customer has purchased a given Product may be made in a manner analogous to the complaint procedure indicated in section 7 of the Terms and Conditions.
11.8. The Seller does not post or commission any other person to post false customer reviews or endorsements, nor does the Seller distort customer reviews or endorsements to promote its Products. The Seller publishes both positive and negative reviews. The Seller does not publish sponsored reviews.


12. ILLEGAL CONTENT AND OTHER CONTENT NOT COMPLIANT WITH THE TERMS AND CONDITIONS
12.1. This section of the Terms and Conditions includes provisions resulting from the Digital Services Act as applicable to the Online Store and the Service Provider. The Service Recipient is generally not required to provide content while using the Online Store unless the Terms and Conditions require the provision of specific data (e.g., information necessary to place an Order). The Service Recipient may have the option to add a review or comment in the Online Store using tools provided by the Service Provider for this purpose. In all cases where the Service Recipient provides content, they are obliged to comply with the rules set out in the Terms and Conditions.
12.2. CONTACT POINT – The Service Provider designates the email address sklep@crispynatural.pl as a single point of contact. This contact point allows for direct communication between the Service Provider and the competent authorities of the Member States, the European Commission, and the European Board for Digital Services. It also allows recipients of the service (including Service Recipients) to communicate directly, quickly, and in a user-friendly manner with the Service Provider via electronic means, for the purposes of applying the Digital Services Act. The Service Provider indicates Polish and English as the languages to be used for communication with its contact point.
12.3. Procedure for reporting Illegal Content and actions in accordance with Article 16 of the Digital Services Act:
12.3.1. Any individual or entity may report to the Service Provider the presence of specific information they consider to be Illegal Content by sending a notification to the email address sklep@crispynatural.pl.
12.3.2. The notification should be sufficiently precise and properly substantiated. To this end, the Service Provider enables and facilitates the submission of notifications to the above-mentioned email address, which must include all of the following elements: (1) a sufficiently reasoned explanation of the grounds on which the individual or entity alleges that the reported information constitutes Illegal Content; (2) a clear indication of the exact electronic location of the information, such as an exact URL or multiple exact URLs, and, where appropriate, additional information to identify the Illegal Content, depending on the type of content and specific service concerned; (3) the name and email address of the individual or entity submitting the notification, except in the case of notifications concerning information deemed to be related to one of the criminal offences referred to in Articles 3–7 of Directive 2011/93/EU; and (4) a declaration confirming the good faith belief of the individual or entity submitting the notification that the information and allegations contained therein are accurate and complete.
12.3.3. A notification submitted in accordance with the above shall be deemed to provide actual knowledge or awareness for the purposes of Article 6 of the Digital Services Act in relation to the information concerned, if it enables the Service Provider, acting with due diligence, to ascertain—without detailed legal analysis—the illegal nature of the activity or content in question.
12.3.4. If the notification includes the electronic contact details of the individual or entity who submitted it, the Service Provider shall, without undue delay, send an acknowledgment of receipt to that person or entity. The Service Provider shall also, without undue delay, inform that person or entity of its decision regarding the content subject to the notification and provide information on available means of appeal.
12.3.5. The Service Provider shall review all notifications received through the above-mentioned mechanism and make decisions regarding the reported content in a timely, non-arbitrary, and objective manner, exercising due diligence. Where automated means are used in the assessment or decision-making process, the Service Provider shall include this information in the notification referred to in the preceding point.
12.4. Information regarding the restrictions imposed by the Service Provider in connection with the use of the Online Store, with respect to the information provided by Service Recipients:
12.4.1. The Service Recipient is subject to the following rules when providing any content within the Online Store:
12.4.1.1. an obligation to use the Online Store, including posting content (e.g., within Orders or the Account), in accordance with its intended purpose, these Terms and Conditions, and in a manner consistent with applicable law and good practices, with due respect for the personal rights as well as the copyrights and intellectual property rights of the Service Provider and third parties;
12.4.1.2. an obligation to provide content that is factually accurate and not misleading;
12.4.1.3. a prohibition against providing content of an unlawful nature, including the prohibition against providing Illegal Content;
12.4.1.4. a prohibition against sending unsolicited commercial communications (spam) via the Online Store;
12.4.1.5.a prohibition against providing content that violates widely accepted standards of netiquette, including vulgar or offensive content;
12.4.1.6. an obligation to hold — where required — all necessary rights and permissions to provide such content on the Online Store website, in particular copyright or required licenses, permits, and consents for their use, distribution, sharing, or publication, especially the right to publish and distribute content in the Online Store, and the right to use and distribute images or personal data in cases where the content includes the image or personal data of third parties;
12.4.1.7. an obligation to use the Online Store in a way that does not pose a risk to the security of the Service Provider’s IT system, the Online Store, or third parties.
12.4.2. The Service Provider reserves the right to moderate content provided by Service Recipients on the Online Store's website. Moderation is carried out in good faith and with due diligence, either on the Service Provider’s own initiative or in response to a received notification, in order to detect, identify, and remove Illegal Content or other content that violates these Terms and Conditions, or to restrict access to such content, or to take any other necessary measures to comply with applicable Union law and national law in conformity with Union law, including the requirements set forth in the Digital Services Act, or the provisions of these Terms and Conditions.
12.4.3. Moderation may be conducted manually by a human or be based on automated or semi-automated tools that assist the Service Provider in identifying Illegal Content or other content that violates the Terms and Conditions. Once such content has been identified, the Service Provider decides whether to remove or restrict access to it, limit its visibility, or take other actions deemed necessary (e.g., contact the Service Recipient to clarify the concerns and request changes). The Service Provider shall clearly and understandably inform the Service Recipient who provided the content (if their contact details are available) of the decision, the reasons for it, and the available means of appeal.
12.4.4. In exercising its rights and obligations under the Digital Services Act, the Service Provider is required to act with due diligence, in an objective and proportionate manner, while duly considering the rights and legitimate interests of all parties involved, including recipients of the service. In particular, the Service Provider must respect the rights enshrined in the Charter of Fundamental Rights of the European Union, such as freedom of expression, media freedom and pluralism, and other fundamental rights and freedoms.
12.5. Any comments, complaints, appeals, objections, or concerns regarding decisions or other actions (or lack thereof) taken by the Service Provider based on a received notification or any decision made under these Terms and Conditions may be submitted using the complaint procedure referred to in section 7 of the Terms and Conditions. This procedure is free of charge and allows for the submission of complaints electronically to the provided email address. Using this complaints procedure does not affect the right of the individual or entity to initiate court proceedings or exercise any other rights.
12.6. The Service Provider shall consider all comments, complaints, appeals, objections, or concerns regarding decisions or other actions (or inaction) taken based on received notifications or decisions in a timely, non-discriminatory, objective, and non-arbitrary manner. If a complaint or other submission provides sufficient grounds to indicate that the Service Provider's decision not to take action in response to a notification was unjustified, or that the information in question is not illegal or contrary to the Terms and Conditions, or includes evidence showing that the complainant’s actions did not warrant the measures taken, the Service Provider shall, without undue delay, revoke or amend its decision to remove or restrict access to the content, limit its visibility, or take other necessary actions.
12.7. Service Recipients, individuals, or entities who reported Illegal Content and who are the subject of the Service Provider’s decisions regarding Illegal Content or content violating the Terms and Conditions, have the right to choose any out-of-court dispute resolution body certified by the Digital Services Coordinator of a Member State, in order to resolve disputes concerning such decisions, including complaints not resolved through the Service Provider's internal complaint-handling system.


13. FINAL PROVISIONS
13.1. Agreements concluded via the Online Store are concluded in the Polish language.
13.2. Amendment of the Terms and Conditions:
13.2.1. The Service Provider reserves the right to amend these Terms and Conditions for valid reasons, including: changes in legal regulations; changes in methods or timelines of payments or deliveries; compliance with legal or regulatory obligations; changes in the scope or form of the Electronic Services provided; introduction of new Electronic Services; or the need to counter unforeseen and immediate threats related to the protection of the Online Store, including Electronic Services and Service Recipients/Customers, against fraud, malware, spam, data breaches, or other cybersecurity threats — to the extent such changes affect the performance of these Terms and Conditions.
13.2.2. Notification of proposed amendments will be sent at least 15 days before the effective date of such changes, unless the Service Provider: (1) is subject to a legal or regulatory obligation that requires amending the Terms and Conditions in a manner that does not allow for compliance with the 15-day notice period; or (2) must exceptionally amend the 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, against fraud, malware, spam, data breaches, or other cybersecurity threats. In these two exceptional cases, the amendments shall take effect immediately, unless a longer implementation period is possible or required, in which case the Service Provider will notify accordingly.
13.2.3. n the case of continuous agreements (e.g., provision of the Electronic Service – Account), the Service Recipient has the right to terminate the agreement with the Service Provider before the end of the notice period for the proposed changes. Such termination becomes effective 15 days after receipt of the notification. If a continuous agreement has been concluded, the amended Terms and Conditions shall be binding on the Service Recipient if they were duly notified of the changes in accordance with the notice period and did not terminate the agreement within that period. Additionally, the Service Recipient may at any time after receiving the notification accept the proposed changes, thereby waiving the remainder of the notice period. In the case of agreements other than continuous agreements, the amendments to the Terms and Conditions shall not in any way infringe upon the Service Recipient’s acquired rights before the effective date of the changes. In particular, the amendments shall not affect Orders already placed or submitted, nor Sales Agreements concluded, being performed, or completed.
13.2.4. If an amendment to the Terms and Conditions results in the introduction of any new fees or an increase in current fees, the consumer has the right to withdraw from the agreement.
13.3. For matters not regulated by these Terms and Conditions, the 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 (Journal of Laws 2002, No. 144, item 1204, as amended); the Consumer Rights Act; and other relevant provisions of generally applicable law.


14. WITHDRAWAL FORM TEMPLATE
Annex No. 2 to the Consumer Rights Act

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

– Addressee:
CRISPY NATURAL Spółka z ograniczoną odpowiedzialnością Spółka komandytowa
ul. Łódzka 145a, 62-800 Kalisz
https://sklep.crispynatural.pl
sklep@crispynatural.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 the manufacture of the following goods() / for the provision of the following service():
– Date of conclusion of the contract() / receipt of the goods():
– Name of the consumer(s):
– Address of the consumer(s):
– Signature of the consumer(s): (only if this form is submitted in paper form)
– Date:

(*) Delete as appropriate.