Good day, we are glad that you have found yourself in the legal documents section of our Store. This means that you are a conscious Customer who cares about their consumer rights and makes conscious purchases.
We have good news in this regard: in our Shop we care not only about the quality of products and friendly service, but also about your rights when shopping online. Our documents are in accordance with the applicable regulations, in particular with the latest version of the Consumer Rights Act.
Remember that if you have any questions about our policies or the products offered in our online store, you can contact us. We do not leave any question unanswered.
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tel.
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e-mail:
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Kloo sp. z o. o.
Rozbrat Street 32/2,
00-429 Warsaw
INTERNET STORE REGULATIONS
In the first part of the Regulations, we introduce ourselves, explain how to easily contact us, and discuss the most important definitions you will find in this document.
The Internet Store is available at: www.kloo.pl and its extensions. The Internet Store is operated by: KLOO Sp. z o.o., based in Warsaw, at ul. Rozbrat 32/2, 00-429 Warsaw, registered in the District Court for the capital city of Warsaw, XII Commercial Division of the National Court Register under the number KRS: 0001000004, NIP: 7011112491, REGON: 52353487000000, with a share capital of 200,000.00 PLN (hereinafter referred to as: the Seller). Contact with the Internet Store is possible:
Acceptance of the Regulations is voluntary but necessary to use selected functions of the Internet Store (e.g., setting up a Customer Account or making a purchase).
The Regulations are made available free of charge in the Internet Store in a manner that allows Users to:
DEFINITIONS
Whenever the following terms are capitalized in these Regulations, they shall be understood as having the meaning given below unless the context clearly indicates otherwise:
• PROMOTIONAL ACTION - special conditions for the sale of Products or the provision of services offered by the Seller for a specific time, which the Customer may use under the terms specified therein, such as reducing the Price for a Product or Promotional Set, or reducing/eliminating Shipping costs. Details of the Promotional Action are governed by the Promotional Action Regulations, in accordance with the information provided in the Internet Store. If a Promotional Action is in force, the provisions of the Promotional Action Regulations take precedence over these Regulations.
• CUSTOMER SERVICE OFFICE (CSO) - the Internet Store's Customer Service Office that provides information on the activities carried out by the Internet Store, including the offered Products and the execution of Orders.
• PRICE - the gross remuneration amount (including tax) due to the Seller for transferring ownership of the Product to the Customer, in accordance with the Sales Agreement. The Price does not include delivery costs unless the conditions of the Promotional Action in force at the time in the Internet Store state otherwise.
• CLIENT - (1) a natural person; or acting through an authorized person, (2) a legal person; or (3) an organizational unit without legal personality, which the law grants legal capacity; having full legal capacity. If the Client is a natural person with limited legal capacity, they are obliged to obtain legally effective consent from their legal representative to conclude the Service Agreement/Sales Agreement and present such consent at the Seller's request.
• CONSUMER - a natural person entering into a legal transaction with a business entity not directly related to their business or professional activity, as understood under Article 22(1) of the Civil Code of April 23, 1964.
• CUSTOMER ACCOUNT - Electronic Service; a collection of resources in the Seller's IT system marked with an individual name (Login) and Password provided by the Client, allowing the Client to use additional functionalities of the Internet Store. The Client gains access to the Account using the Login and Password. The Client logs in to their Account after registering with the Internet Store. The Account allows saving and storing information about the Client's shipping address, access to the Order history, and other services provided by the Seller.
• CART - Electronic Service available to each Client using the Internet Store, enabling them to easily place an Order for one or more Products, occasionally entering discount codes allowing for a Price reduction under the terms specified by separate Promotional Action Regulations, and displaying a summary of the Price of individual Products and all Products together (including any shipping costs). The Cart also allows setting and modifying Order details, particularly: the quantity of Products, delivery address, invoice data, delivery method, and payment method. As part of the Cart service, the Seller may send the Client an email about Products remaining in the Cart or an unsuccessful/rejected transaction by the payment intermediary (transactional email). The Cart accumulates offers submitted by the Client to conclude a Sales Agreement; in one Order, more than one offer to conclude a Sales Agreement can be submitted.
• LOGIN - the Client's username provided during the creation of the Client's Account within the Store.
• NEWSLETTER - an Electronic Service that allows all subscribed individuals to receive periodic information about the Internet Store, especially about Products, current activities, marketing campaigns, and Promotional Actions at the email address provided by the User with their explicit consent.
• PRODUCT - a movable item available in the Internet Store that is the subject of the Sales Agreement between the Client and the Seller for a Price. The Product is considered a good within the meaning of Article 2(4a) of the Consumer Rights Act of May 30, 2014.
• ENTREPRENEUR-CONSUMER - a Client who is a natural person entering into an agreement directly related to their business activity, where it is evident from the content of the agreement that it does not have a professional nature for them, particularly based on the subject of the business activity provided under the regulations on the Central Registration and Information on Business.
• REGULATIONS - this document, which, among other things, defines the rules for concluding Sales Agreements and the rules for providing and using services made available by the Seller via the Internet Store to Users and Clients. The Regulations define the rights and obligations of the User, including the Client, as well as the Seller. Concerning services provided electronically, these Regulations constitute the regulations referred to in Article 8 of the Act of July 18, 2002, on the provision of electronic services.
• INTERNET STORE - the sales website run by the Seller in Polish.
• PRODUCT PAGE - a page on the Internet Store where detailed information about the Product is presented.
• CONTENT - textual, graphic, or multimedia elements (e.g., information about Products, product photos, promotional videos, descriptions, comments), including works within the meaning of the Copyright and Related Rights Act, as well as images of natural persons that are posted and disseminated within the Internet Store by the Seller, the Seller's contractors, the Client, or another person using the Internet Store.
• SALES AGREEMENT - a sales agreement within the meaning of the Civil Code concerning the sale of a Product by the Seller to the Client for a Price, increased by any additional fees, including shipping costs, under the conditions specified in these Regulations. The Sales Agreement is concluded between the Client and the Seller using remote communication means after the Seller accepts the Order under the conditions specified in these Regulations. The Sales Agreement specifies, among other things, the Product, its main features, the Price, shipping costs, and other essential conditions. Each Product is the subject of a separate Sales Agreement. The Seller, within the functionalities of the Internet Store, for objective (substantially justified) reasons, may reserve the conclusion of only one Agreement for several Products due to the direct relationship between the Products - e.g., a Promotional Set according to the contents of the Promotional Action Regulations.
• SERVICE AGREEMENT - an agreement for the provision of Electronic Services. The Agreement is concluded between the Client and the Seller using remote communication means under the conditions specified in these Regulations.
• ELECTRONIC SERVICE - the provision of services electronically within the meaning of the Act of July 18, 2002, on the provision of electronic services by the Seller to the Client via the Internet Store under the Service Agreement. To the extent that services are provided by entities cooperating with the Seller, the relevant provisions concerning the rules of using these services are contained in the regulations concerning the provision of services by these entities.
• USER - a natural person browsing the resources of the Internet Store without the need to set up a Client Account and make a purchase.
• ORDER - a declaration of the Client's will directly expressing the intention to conclude a remote Sales Agreement submitted using remote communication means specifying the Product for which the Client submits an offer to conclude a Sales Agreement, as well as the Client's data necessary for the possible conclusion and execution of the Sales Agreement. The Order of each Product will be treated as an independent offer from the Client to conclude a Sales Agreement (technical facilitation). During the duration of a Promotional Action, the Seller, within the functionalities of the Internet Store, for objective reasons, may condition the conclusion of one Sales Agreement for several Products within a Promotional Set due to the direct relationship between the Products. The Order may be assigned one number, and all offers will be processed in parallel. Acceptance of the Order means the conclusion of the Sales Agreement.
RULES FOR USING THE INTERNET STORE
In the rules for using our Store, we explain the minimum technical requirements you must meet to use its functionalities without problems.
Minimum technical requirements for the User's device enabling full and correct use of the Internet Store:
• a device with Internet access;
• the latest version of the web browser;
• an active email account to set up a Client Account, sign up for the Newsletter, or make a purchase.
The Seller does not guarantee that using the Internet Store will be error-free and without technical interruptions. The Seller reserves the right to suspend or limit access to the Internet Store at any time without prior notice to the Clients. The Seller will strive to restore the operation of the Internet Store promptly. Technical interruptions should not affect the execution of already placed Orders.
The Seller is not responsible for the content and content of other services and portals to which the Client may be redirected using links placed in the Internet Store (e.g., courier companies or payment operators).
ELECTRONIC SERVICES IN THE INTERNET STORE
In the third part, we present the electronic services available in our Store. An Electronic Service includes, for example, the Cart or Newsletter. We explain how to file a complaint about Electronic Services.
The Seller provides the following Electronic Services via the Internet Store to Users, including Clients, which do not require payment:
• maintaining a Client Account if registered;
• enabling Clients to place Orders and conclude Sales Agreements under the conditions specified in these Regulations;
• presenting Clients with tailored advertising content based on their interests;
• enabling Clients to use Cart services;
• enabling the addition of reviews about purchased products and the Internet Store;
• enabling the browsing of Content posted within the Store, including marketing content;
• contact form;
• Newsletter.
Client Account
In addition, the Seller provides the following services via the Internet Store to Clients who have created a Client Account:
• maintaining the Client's session after logging into the Account (via the browser);
• storing and providing the Client with access to the Order history via the Account;
• enabling changes to the Client's data within the Client Account;
• other functions.
Cart
The use of the Cart begins when the User adds the first Product to the Cart.
The Cart is a service provided free of charge for the period during which the User's Cart contains unpurchased Products. Upon placing the Order and successfully paying for it, the service provision ends.
The Client can independently correct the entered data within the "Cart" panel by adding or removing a given item from the Cart. Removing a given item may automatically remove another item from the Cart due to the direct relationship between the Products. The Cart also allows setting and modifying Order details, particularly: delivery address, invoice data, delivery method, and payment method.
Newsletter
The Newsletter service involves Users who have subscribed (Service Recipients) and provided the Seller (Service Provider) with their email address electronically, including through automated calling systems, receiving commercial information about the Seller's products and services and the Seller's partners, including in particular information about their current offers, promotions, discounts, and marketing campaigns (email marketing).
The use of the Newsletter service is possible after the User completes the following steps:
• providing at least their email address in the designated field in the Internet Store or checking the appropriate checkbox to receive commercial information through the selected communication channel;
• accepting the provisions of these Regulations (including additionally by clicking on the activation link sent by the Seller to the email address provided by the Service Recipient - if such functionality has been made available) and confirming that they have read the Privacy Policy. The Service Provider may also provide other ways to accept the provisions of the Regulations.
The Newsletter service is provided for an indefinite period.
The Service Recipient can unsubscribe from the Newsletter service at any time and without giving any reason, particularly by requesting the cessation of the Newsletter service to the contact details provided in point 1.3 of the Regulations or by clicking on the deactivation link in the email sent to the Service Recipient within the Newsletter service.
The Seller may terminate the Newsletter service agreement at any time with one month's notice for important reasons, understood as (closed catalog):
• a change in the law regulating the provision of electronic services by the Seller, affecting the mutual rights and obligations specified in the Newsletter service agreement or a change in the interpretation of these legal provisions as a result of court judgments, decisions, recommendations, or guidelines of the competent offices or authorities in this regard;
• a change in the method of providing services caused solely by technical or technological reasons (in particular, updating the technical requirements specified in these Regulations);
• a change in the scope or provision of services to which the provisions of the Regulations apply by introducing new, modifying, or withdrawing the functionalities or services covered by the Regulations.
The Service Provider sends its declaration on the matter specified in the preceding paragraph to the email address provided by the Service Recipient during registration for the Newsletter service.
The Seller may terminate the Newsletter service agreement for the Service Recipient with a seven-day notice period or refuse them further rights to use the Newsletter service, as well as may limit their access to part or all of the content mentioned above for important reasons, i.e., in the case of gross violation by the Service Recipient of these Regulations, i.e., in situations where the Service Recipient (closed catalog): uses the Newsletter in a manner inconsistent with the applicable law and infringing on third-party rights, contrary to the provisions of the Regulations, as well as contrary to accepted customs and principles of social coexistence, in particular providing content of an unlawful nature.
Algorithmic Decision-Making
3.15. We do not make any algorithmic decisions regarding the provision of electronic services, content posting, or handling complaints and other applications within our Internet Store.
Complaints Regarding Electronic Services
Complaints related to the provision of Electronic Services can be submitted in any form. It is recommended to use the communication means indicated in point 1.3 of the Regulations.
A sample complaint form is available below the content of the Regulations.
The Seller responds to the complaint promptly, no later than within 14 days from the date of its submission.
TERMS OF ORDER PLACEMENT AND CONCLUSION OF THE SALES AGREEMENT
This is a very important part of the Regulations, where we explain how you can purchase our Products, i.e., place an Order and then conclude the Sales Agreement.
Information presented in the Internet Store constitutes only an invitation to enter into an agreement within the meaning of Article 71 of the Civil Code directed by the Seller to Users, including Clients, and not an offer within the meaning of the provisions of the Civil Code.
The main features of the service, considering the subject of the service and the method of communication with the User, are specified on the Product Page or in another appropriate manner for a given Product within the Internet Store. If the Product lacks specific features, properties, or functions (e.g., it is an outlet product), the Seller will explicitly inform the User before they place the Order.
As part of the development of the Products or services available in the Internet Store and considering their specifics, the Seller may introduce restrictions on the methods of placing Orders for specific Products. If several Orders are placed simultaneously, of which at least one is subject to the restriction mentioned above, this may affect the availability of the Order placement methods for the remaining ones.
The conclusion of the Sales Agreement between the Client and the Seller occurs after the Client has previously placed an Order.
Placing Orders
The Seller allows the User to place an Order via the Internet Store in the following way, successively:
• The Client adds the selected Product(s) to the Cart and then proceeds to the order form (shopping path);
• The User who is logged into their Client Account confirms the validity of the data necessary to place the Order in the order form.
• The User who does not have a Client Account must fill out the order form independently in the scope necessary to place the Order. The form must provide the following data concerning the Client: first and last name, address (street, house/apartment number, postal code, city, country), email address, contact phone number, and data concerning the Sales Agreement: place and method of delivery of the Product(s), payment method. In the case of Clients who are not Consumers, it is also necessary to provide the company and NIP number. For Entrepreneurs - Clients, the Seller may ask for the indication of the entrepreneur's PKD numbers.
• In each case, providing outdated or false data when filling out the order form may prevent the execution of the Order and the conclusion of the Sales Agreement.
While filling out the Order form, the payment method must be chosen, and the delivery method of the Product specified if it is subject to shipping.
• The Client submits the Order to the Seller (places an offer). If the Client does not have an Account and has not previously accepted the Regulations, acceptance of the Regulations and familiarization with the Privacy Policy is required.
• Depending on the selected payment method for the Order, the Client may be redirected to external payment service providers to make the payment or provide data for installment purchases or deferred payment.
• The Seller promptly sends an automatic message to the Client's provided email address confirming receipt of the Order.
• After verifying the Order without undue delay, the Seller sends the Client an email with:
o confirmation of acceptance of one or more individual offers for Products submitted within the Order and confirmation of the conclusion of the Sales Agreement (Order acceptance concerning the Products indicated in the message); or
o information about the inability to accept all offers for Products submitted within the Order, e.g., due to lack of payment.
The Sales Agreement is concluded upon confirmation of the offer(s) from the Order, i.e., sending the Client an email as mentioned above regarding the indicated Products.
Submitting an Order means agreeing to receive an invoice/correcting invoice and duplicates of these documents in electronic form to the provided email address. Along with the Order confirmation, the Seller sends an invoice/correcting invoice. At the same time, the Client declares that they will receive the above electronic invoices at the email address provided by them.
In case of the inability to accept all or some of the offers submitted within the Order, the CSO will contact the Client to:
• inform the Client of the inability to accept all offers submitted within the Order; or
• confirm the Client's willingness to proceed with the Order in the part where the Seller agreed to accept the offers for concluding the Sales Agreement. In this case, the Client may cancel the entire Order (for all offers), which does not affect their right to withdraw from the agreement. Canceling the Order by the Client releases the Seller from the obligation to continue its execution. In case of Order cancellation, the following point applies accordingly.
• In case of inability to accept the offer(s) submitted within the Order, the Sales Agreement for the Products indicated by the CSO is not concluded, and the Seller promptly, no later than within 14 days, refunds the payments made by the Client to the extent that the Sales Agreement was not concluded.
Independently, the Seller may inform the Client about the status of the Order, especially by sending messages to the email address provided by the Client, SMS, or contacting by phone.
The Seller strives to ensure the availability of all Products and the execution of the Sales Agreement. In case of the inability to fulfill the service in extraordinary or unforeseen situations, and in other situations specified by law, the relevant provisions of the Civil Code may apply, including Articles 493-495 of the Civil Code, particularly regarding the obligation to promptly return the consideration to the Consumer.
The total value of the Order includes the Price, shipping costs, and any other costs of optional paid services selected by the Client. The Seller may, at their discretion, specify a minimum Order value threshold for which the Product shipment is free. The Client is informed of the total price, including taxes for the Product, as well as shipping costs and other costs, and, if these charges cannot be determined, the obligation to pay them before placing the Order and concluding the Sales Agreement.
Promotional Actions in the Internet Store do not combine unless the Promotion's provisions explicitly state otherwise.
PAYMENT METHODS AND DEADLINES FOR THE PRODUCT
We are flexible - our Store allows various payment methods. Check how you can pay for your Order.
The Seller provides the Client with various payment methods for the Order through trusted payment intermediaries:
• traditional bank transfer;
• payment by credit card;
• cash on delivery.
Possible current payment methods are specified in the Internet Store and presented before the Client places an Order and concludes the Sales Agreement. The available payment methods may depend on the delivery method chosen by the Client or the characteristics of the Product. The available payment methods may change when placing multiple Orders simultaneously, particularly regarding the Products covered.
If the Seller does not receive the Client's payment, the CSO may contact the Client to remind them of the payment and abandoned cart, including sending an email (transactional email). Failure to make payment within two days from placing the Order and then within an additional two-day period will result in the rejection of the offer submitted by the Client within the Order. The Client may also cancel the Order without consequences until receiving the dispatch notification by contacting the Seller through the CSO, which does not affect their right to withdraw from the agreement.
COSTS, METHODS, AND DELIVERY TIME OF THE PRODUCT
The delivery of the product is a very important part of the Order fulfillment. We strive to deliver the product to you as quickly as possible.
The delivery of the Product is carried out by an external company - a postal operator (e.g., a courier company or a company offering collection at a point) selected by the Client during the Order placement.
The delivery of products is possible throughout the European Union.
The delivery of the Product to the Client is chargeable unless the Client placed an Order with free delivery after meeting the free delivery criteria or during a Promotional Action for free delivery. The currently available delivery costs of the Product are indicated to the Client before placing the Order and concluding the Sales Agreement.
The available delivery methods may depend on the payment method chosen by the Client or the characteristics of the Product. The available delivery methods may change when placing multiple Orders simultaneously, particularly regarding the Products covered.
We usually deliver within 24 hours from the date of Order confirmation. The total delivery time of the ordered Product consists of:
• the time to prepare the Order for shipping by the Seller (up to 3 business days from the date of the Order confirmation by the Seller of product availability). In the case of ordering several Products, the Order will be handed over for delivery after preparing the Product with the longest preparation time;
• and the time for the delivery of the Product by the selected courier company or another postal operator. The delivery time by the courier company or postal operator is indicated during the Order placement and depends on the type of ordered Product and the terms of the courier company or postal operator.
In extraordinary situations, the delivery time may be extended, of which the Seller will inform the Clients (e.g., sale period, holiday period, unforeseen circumstances such as a pandemic outbreak).
In the event of an extension of the Order preparation or delivery time, the Seller reserves the right to contact the Client to inform them of the reason for the delay and the new planned delivery date.
The delivery time of the Order may be extended in the case of Products requiring personalization at the Client's request. The Client will be informed of the delivery time on the Product Page or during the Order placement.
When receiving the Product from the courier or postal operator, the Client should, if possible, verify with the carrier that the Product was delivered intact and without damage. In the event of damage to the Product by the carrier, a damage report should be written, and the Seller should be informed.
Courier companies, postal operators, and companies handling Collection Points have their regulations for the delivery service (including regarding possible complaints about delivery, time and method of reporting any damage to the shipment, and other important issues) - detailed information in this regard can be found on the websites of the companies carrying out the delivery. Please review these terms before choosing the delivery method.
Reviews Posted in the Internet Store
Our Store, like many other e-commerce entities, collects reviews about Products. We strive to make this process as transparent as possible. We care about honest reviews. Therefore, in this part of the Regulations, we explain the rules that apply in our Store during the review and comment posting process.
All Client reviews of Products purchased in the Internet Store are verified. The Internet Store obtains reviews only from people who have actually made a purchase.
After receiving the ordered Products, the Client may be asked to voluntarily add a review about the purchased Product.
The Client can add a review about the Products:
• via the review form available on the product page posted in the Internet Store;
• using a dedicated link to submit a Review (sent by the Seller or an external company acting on behalf of the Seller);
• via the review form contained in the email from the Seller.
By completing the review form, the Client agrees to publish the subjective content contained therein about the purchased Product and to provide personal data to the extent necessary to post the review. Depending on the adopted review mechanism, the Client may be asked to submit a comment, rate the number of stars (e.g., from 1 to 5), or mark the scale of satisfaction or dissatisfaction with the Product.
Reviews posted in the Internet Store are not sponsored in any way, and their content does not affect the terms of future agreements concluded with the Seller.
The Internet Store posts all reviews, both positive and negative, as long as their content does not violate the provisions of the Regulations or applicable law.
Reviews posted in the Internet Store are verified to ensure they are written by Clients who have actually made a purchase of the Product. The above verification is carried out by comparing the data of Clients purchasing the reviewed products with the data of those posting the review:
• In the case of Clients who receive an email with a request to submit a review, we guarantee that such an email is sent only to those who made a purchase and received the Product;
• In the case of posting reviews on the Website on the Product Page, the Client must provide the order number or other data based on which the Internet Store can link their review to a specific Order for verification purposes.
The Client can add a review about the Products using a dedicated link to submit a Review sent by the company Zaufane sp. z o.o. based in Rzeszów, acting on behalf of the Seller.
More information about adding and processing reviews on our website can be found on our partner Zaufane sp. z o.o.'s website based in Rzeszów: https://zaufane.pl/jak-dziala-zaufanepl.
PRODUCT COMPLAINT
We pay great attention to the care of our products. However, if you have any concerns about the purchased goods, check how to easily file a complaint with us.
A Client who is a Consumer or Entrepreneur-Consumer is entitled to file a complaint about the purchased Product.
The Seller is responsible for the conformity of the performance with the agreement, particularly obligated to deliver the Product to the Client free of defects and in accordance with the concluded Sales Agreement. The Seller is not responsible for the lack of conformity of the Product with the Agreement within the scope specified in Article 43b(2) or (3) of the Consumer Rights Act if the Consumer was explicitly informed that a particular feature of the Product deviates from the requirements of conformity with the Agreement and explicitly and separately accepted its features no later than at the time of the conclusion of the Sales Agreement.
The Seller is responsible for the lack of conformity of the Product with the Agreement existing at the time of its delivery to the Consumer and disclosed within 2 years from that moment unless the Product's usability period is longer.
A complaint can be filed by the Client in any form. We encourage you to file a complaint using the communication methods available in point 1.3 of the Regulations.
In the event of non-conformity of the Product with the Agreement, the Consumer and the Entrepreneur-Consumer are entitled to the rights specified in Chapter 5A - of the Consumer Rights Act (hereinafter referred to as: non-conformity of goods with the agreement).
In the case of non-conformity of goods with the agreement, the Consumer may request:
• its repair,
• or replacement.
The Seller may replace the goods if the Consumer requests repair, or the Seller may repair the goods if the Consumer requests replacement if bringing the goods into conformity with the agreement in the manner chosen by the Consumer:
• is impossible,
• or would involve excessive costs for the Seller.
If repair and replacement are impossible or would involve excessive costs for the Seller, they may refuse to bring the goods into conformity with the agreement.
The Seller will repair or replace the goods at their expense within a reasonable time from the moment the Seller was informed by the Consumer of the non-conformity of the goods with the agreement. The Consumer is obliged to provide the Seller with the goods subject to repair or replacement. The Seller will collect the goods at their expense.
The Consumer is also entitled to submit a declaration of price reduction or withdrawal from the Sales Agreement when:
• The Seller refuses to bring the goods into conformity with the agreement;
• The Seller does not bring the goods into conformity with the agreement;
• The lack of conformity of the goods with the agreement persists despite the Seller's attempt to bring the goods into conformity with the agreement;
• The lack of conformity of the goods with the agreement is so significant that it justifies a price reduction or withdrawal from the agreement without first requesting repair or replacement of the goods;
• The Seller's statements or circumstances clearly indicate that they will not bring the goods into conformity with the agreement within a reasonable time or without excessive inconvenience to the Consumer.
In the case of submitting a declaration of price reduction by the Consumer, the amounts due as a result of exercising this right will be refunded to the Client no later than within 14 days from the date of receipt by the Seller of the Client's declaration of price reduction. The refund will be made using the same payment method that the Client used when paying for the goods unless the Client explicitly agrees to another refund method.
In the case of exercising the right to withdraw from the agreement by the Consumer under the situations referred to in Article 43e(1) of the Consumer Rights Act, the Client will promptly return the goods to the Seller. All costs related to returning the goods in the circumstances mentioned in the preceding sentence are borne by the Seller. The Seller will refund the purchase price within 14 days from the date of receipt of the goods or proof of their return.
The Seller is responsible for the lack of conformity of the goods with the agreement existing at the time of delivery and disclosed within 2 years from that moment. The Client's claims for non-conformity of the goods with the agreement expire after 6 years from the date of disclosure of the non-conformity of the goods with the agreement. The limitation period ends on the last day of the calendar year.
It is recommended that the Client provides in the complaint description:
• information and circumstances regarding the subject of the complaint, in particular, the type and date of the defect occurrence;
• (2) a request to bring the Product into conformity with the Sales Agreement or a declaration of price reduction or withdrawal from the Sales Agreement;
• and (3) the contact details of the person submitting the complaint (first and last name, correspondence address, phone number, email address) - this will facilitate and accelerate the complaint review by the Seller. The requirements stated in the previous sentence are only a recommendation and do not affect the effectiveness of complaints submitted without the recommended complaint description.
The Seller will respond to the Client's complaint promptly, no later than within 14 days from the date of its receipt. Otherwise, it is considered that the complaint has been acknowledged by the Seller.
OUT-OF-COURT DISPUTE RESOLUTION METHODS AND ACCESS TO THESE PROCEDURES
We believe that in case of a disagreement with the Client, it is worth talking and striving for mutual understanding amicably. See how we can resolve a dispute.
The use of out-of-court dispute resolution methods is voluntary. The following provisions are informative and do not constitute the Seller's obligation to use out-of-court dispute resolution methods. The Seller's declaration of consent or refusal to participate in the out-of-court consumer dispute resolution procedure is made in writing or on another durable medium if the dispute was not resolved following the Consumer's complaint.
The rules for conducting out-of-court consumer dispute resolution procedures and the obligations of entrepreneurs in this regard are separately defined in legal regulations (including, in particular, the Act of September 23, 2016, on out-of-court consumer dispute resolution) or in regulations applied by the appropriate entities competent in the field of consumer dispute resolution. Detailed information regarding the possibility of the Consumer Client to use out-of-court dispute resolution methods and access to these procedures may be available at the offices and on the websites of county (city) consumer advocates, social organizations whose statutory tasks include consumer protection, Provincial Inspectorates of Trade Inspection, including also at the following website address of the Office of Competition and Consumer Protection https://www.uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.
The President of the Office of Competition and Consumer Protection maintains a public register of entities authorized to conduct out-of-court consumer dispute resolution proceedings.
The Consumer Client has the following exemplary options for using out-of-court dispute resolution methods:
• The Client is entitled to refer to the permanent consumer arbitration court referred to in Article 37 of the Act of December 15, 2000, on Trade Inspection with a request to resolve the dispute arising from the concluded Sales Agreement.
• The Client may obtain free assistance in resolving a dispute between the Client and the Seller by also using free assistance from the county (city) consumer advocate or a social organization whose statutory tasks include consumer protection (e.g., Consumer Federation, Polish Consumer Association).
• At the address http://ec.europa.eu/consumers/odr, the European Commission provides a platform for resolving consumer disputes online. The Seller is not currently participating in this voluntary alternative dispute resolution procedure.
RIGHT OF WITHDRAWAL FROM THE AGREEMENT (RETURNS)
We understand that sometimes consumers want to exercise their statutory right to return. We fully understand this. Check how quickly and without problems you can withdraw from a remote agreement with us.
A Consumer Client who has concluded a remote agreement or outside the business premises may withdraw from it without giving any reason and without incurring any costs other than those provided for by law within 14 days from the date of taking possession of the purchased Product. The regulations of this point of the Regulations also apply to the Entrepreneur-Consumer who declares that they are exercising the right to withdraw from the agreement under the Act of May 30, 2014, on consumer rights because they concluded an agreement directly related to their business activity, and the agreement does not have a professional nature for them.
To meet the deadline, it is sufficient to submit a declaration of withdrawal to the Seller before its expiration. The Consumer or Entrepreneur-Consumer may submit any unambiguous statement informing about their withdrawal from the Sales Agreement.
A declaration of withdrawal from the Sales Agreement may be submitted using the withdrawal form, a template of which is provided below the content of the Regulations. The declaration of withdrawal from the Agreement can be submitted in any form to the contact details indicated in point 1 of the Regulations, but using the form will help us process your case faster.
The Consumer and Entrepreneur-Consumer independently bear the cost of returning the Product (the cost of the return shipment from the Consumer to the Seller).
The period for withdrawal from the Sales Agreement begins on the day of taking possession of the products by the Consumer, Entrepreneur-Consumer, or a third party indicated by them, other than the carrier (proxy), and in the case of a Sales Agreement covering many products delivered separately, in batches, or in parts - from taking possession of the last product, batch, or part.
The Consumer and Entrepreneur-Consumer are obliged to return the product to the Seller promptly, no later than within 14 days from the date they withdrew from the Sales Agreement. To meet the deadline, it is sufficient to return the product before its expiration. The Consumer can return the product to the address: KLOO Sp. z o.o., ul. Widłakowa 18o, 30-380 Kraków.
The Consumer and Entrepreneur-Consumer should secure the returned product in such a way that it is not damaged during transport.
In the case of a valid withdrawal from the remote agreement, the agreement is considered not concluded.
The Seller is obliged to promptly, but no later than within 14 days from the date of receipt of the declaration of withdrawal from the Consumer or Entrepreneur-Consumer, return to the Consumer all payments made by them, including the costs of delivering the product (except for additional costs resulting from the delivery method chosen by the Client other than the cheapest standard delivery method available in the Internet Store). The Seller may withhold the refund until the returned goods are received or until we are provided with proof of shipping the package, depending on which occurs first.
In the case of exercising the statutory right of withdrawal by the Consumer or Entrepreneur-Consumer, the Seller will refund the payments using the same payment method that the Consumer used unless the Consumer explicitly agrees to another refund method, which does not involve any costs for them.
In the case of exercising the statutory right of withdrawal by the Consumer or Entrepreneur-Consumer, the Consumer or Entrepreneur-Consumer is responsible for reducing the product's value resulting from using it beyond what is necessary to determine its nature, characteristics, and functioning or in connection with improper care of the product or improper packaging of the product during its return to the Seller. The Consumer's or Entrepreneur-Consumer's liability may include, in particular, the inability to reintroduce the product as a full-value product, the cost of reattaching tags and security elements to the product, as well as the cost of restoring the Product to a condition that allows its reintroduction to the sale in the Internet Store, including the cost of product examination by a specialist and the cost of removing defects identified as a result of such examination (to the extent that these defects result from the Consumer's use of the product beyond what is necessary to determine its nature, characteristics, and functioning).
The statutory right of withdrawal does not apply to the Consumer and Entrepreneur-Consumer in the following circumstances:
• in the event of exceeding the 14-day period to inform the Seller of the desire to withdraw from the sales agreement;
• in the situations referred to in Article 38 of the Consumer Rights Act, particularly in the case of Products delivered in sealed packaging that, after opening the packaging, cannot be returned for health protection or hygiene reasons if the packaging has been opened after delivery (the right of withdrawal does not apply, for example, in the case of creams or serums that are opened by the Client by removing the protective cap).
INTELLECTUAL PROPERTY RIGHTS
In this part, we indicate what intellectual property rights we protect on our website and what rules you must follow.
All rights to the Internet Store, in particular, proprietary copyrights, intellectual property rights to its name, Internet domain, as well as to legal document templates, logos, trademarks, text, graphics, photos, and other content posted by the Seller, belong to the Seller, and their use may only occur in a manner consistent with the Regulations.
It is prohibited to copy, duplicate, modify, reproduce, or distribute any part of the Internet Store Service or its elements without the prior written consent of the Seller, except for cases explicitly allowed by the applicable law and these Regulations. The Seller may take steps, including legal action, to protect its interests and those of the Internet Store's Clients.
The store's logo, registered as a trademark before the Polish Patent Office under exclusive right number: R.363037, is subject to special legal protection.
The rights to use, copy, and distribute data available in the service are subject to the provisions of the Copyright and Related Rights Act.
The use of the Internet Store's data for commercial purposes may occur after prior notification to the Seller and obtaining their written consent.
PERSONAL DATA PROTECTION
Check how we care about your personal data.
The principles of personal data protection are defined in the "Privacy Policy" document.
The principles of using cookies on the Website are defined in the "Cookies Policy" document.
PROVISIONS CONCERNING CLIENTS WHO ARE NOT CONSUMERS
If you shop in our store and are not a consumer, this part of the regulations is addressed to you.
This point of the Regulations and the provisions contained herein apply only to Clients who are not Consumers or Entrepreneur-Consumers.
At the time of the Seller handing over the Product to the carrier, the benefits and burdens associated with the Product, as well as the risk of accidental loss or damage to the Product, pass to the Client who is not a Consumer. In such a case, the Seller is not responsible for the loss, diminution, or damage to the Product from its acceptance for transport until its delivery to the Client, as well as for delays in the transport of the shipment.
According to Article 558 § 1 of the Civil Code, the Seller's liability under the warranty for the Product to the Client who is not a Consumer is excluded.
Neither the Seller nor its employees, authorized representatives, and agents are liable to the Client, their subcontractors, employees, authorized representatives, and/or agents for any damages, including lost profits, unless the damage was caused intentionally.
In any case, the Seller's liability, its employees, authorized representatives, and/or agents' liability to the Client who is not a Consumer, regardless of its legal basis, is limited - both within a single claim and for all claims in total - to the amount of the paid Price and delivery costs under the last Sales Agreement and covers only the actual damage incurred.
All disputes arising between the Seller and the Client who is not a Consumer are subject to the court competent for the Seller's registered office.
Regarding Clients who are not Consumers, the Seller may change the Regulations at any time based on generally applicable law.
LIMITATION AND MODERATION OF CONTENT POSTED BY CLIENTS
In accordance with the DSA regulations and other applicable law, below we describe the rules for posting Content and moderating it on our website.
The Content posted on our website must not violate the law and the provisions of the Regulations.
It is also prohibited through our website:
• Advertising competitive activities to the Seller;
• Informing about activities, promoting products or collections without prior consent from the Seller;
• Posting Content containing words deemed vulgar, inciting hatred, or any form of violence;
• Posting Content that infringes on the personal rights of individuals or legal entities, including the Seller;
• Posting Content in a manner contrary to netiquette principles;
• Posting Content duplicating Content posted by the Seller, Clients, or Users;
• Posting Content containing links referring to other websites or computer programs;
• Posting Content intended to change the site's code or attempting to gain unauthorized access to its elements.
In case of violation of the above rules for posting Content on the website, the Seller reserves the right to moderate it, including removing it.
The Seller's evaluation of Content is objective and proportional, respecting the law. Possible Content moderation occurs in accordance with the fundamental values enshrined in the Charter of Fundamental Rights, particularly freedom of expression, freedom, and pluralism.
Content evaluation and moderation do not occur automatically. A designated employee of the Seller is responsible for each moderation of the Content.
In the case of Content moderation, the Seller will notify the person posting it of the moderation, provided they have the contact details that allow it (e.g., email address).
Each author of moderated Content has the right to appeal the Seller's decision regarding the moderation. To do this, the author should respond to the message informing them about the Content moderation or direct their appeal to the contact details indicated in point 1.3 of the Regulations.
MECHANISMS FOR REPORTING ILLEGAL CONTENT AND HANDLING THEM
Any person visiting our website can report illegal content they notice. Below we describe how to make such a report and how we handle it.
If illegal content is found on our website that a User or Client considers illegal, they can report it via the contact form.
In the report, we suggest indicating:
• why you believe the content is illegal;
• indicating the location of the illegal content by describing its placement on the site or providing the appropriate URL code or address of the site where the illegal content is located;
• the name and surname or name and email address of the reporting person, except for reports concerning child sexual exploitation, child pornography, solicitation of children for sexual purposes, or related crimes;
• a declaration that the report is made in good faith and that the information contained therein is complete and accurate.
If the report contains electronic contact details, the Seller will promptly send confirmation of receipt of the report.
If the report contains electronic contact details, the Seller will inform the reporting entity of the outcome of the report review and indicate the possible appeal route.
FINAL PROVISIONS
The Regulations in version 1.0 come into force on September 1, 2024.
The Regulations are available in Polish and English. In case of doubts regarding the interpretation of certain provisions of the Regulations, the Polish version is the binding one.