Terms & Conditions

Terms and Conditions of the Online Store www.personalised-jigsaw.com

(Original Polish version available at www.FabrykaPuzzli.pl; the Polish version is the primary and legally binding document. This English version is provided for convenience only.)

§1 General Provisions

These Terms and Conditions (hereinafter: “Terms and Conditions”) set forth the rules for using the online store available at www.personalised-jigsaw.com (hereinafter: the “Store”), operated by Fabryka Puzzli Daniel Kołodziejczyk, ul. Pod Lasem 2, 34-100 Jaroszowice, Poland, NIP: 5512636229, REGON: 381023550, e-mail: biuro@fabrykapuzzli.pl, tel. (+48) 667873384 (hereinafter: the “Seller” or the “Store”).
Definitions:
- “Customer” – a natural person, a legal person, or an organizational unit without legal personality, who makes purchases in the Store.
- “Consumer” – a Customer who is a natural person making a purchase that is not directly related to their business or professional activity.
- “Entrepreneur” – a Customer conducting business or professional activity and making a purchase in connection with that activity.
These Terms and Conditions constitute an integral part of the sales contract concluded with the Customer. Acceptance of these Terms and Conditions by the Customer is required to conclude a sales contract.
Matters not regulated in these Terms and Conditions shall be governed by the provisions of Polish law as well as applicable international and EU regulations, including consumer protection and product safety standards (e.g., GPSR).
The products offered in the Store are free from physical and legal defects and, where applicable, comply with product safety requirements. In case of suspicion that a product is unsafe, the Store may request the Customer to cease using the product and may take necessary actions, including withdrawing the product from the market.
The Seller ensures that products introduced to the EU market will not have worse quality or essential features than identical products offered in other EU countries, unless differences arise from objective circumstances (in accordance with the Omnibus Directive).
Regarding the protection of personal data and the use of cookies, the provisions of GDPR, ePrivacy Directive (if applicable), and other relevant legal regulations apply.
The processing of personal data and the use of cookies and similar technologies are regulated by the [Privacy Policy] and the [Cookie Policy] available on separate pages. By using the Store, you accept these documents.
In case of interpretive doubts, interpretations favorable to the Customer will be confirmed in writing by the Store. If you have any questions or issues, you can contact the Store (e.g., via the “Ask a Question” button on the product page).
Using the Store may involve storing cookies on the Customer’s device. Detailed information on the types, purposes, storage periods, and management of cookies is available in the [Cookie Policy].

§2 Offer and Prices

Prices quoted in the Store are gross prices (including VAT) but do not include delivery costs unless otherwise expressly stated.
Information on delivery costs and any other applicable charges is always clearly communicated to the Customer before placing an order.
Product and price information posted on the Store’s pages is an invitation to submit purchase offers, not an offer within the meaning of the Polish Civil Code. The Store reserves the right to change its assortment and prices without prior notice; however, such changes do not affect orders already accepted for execution.
The Store makes every effort to ensure that product information (including features and minimum requirements) is reliable. For products packaged in bulk by the manufacturer, the price applies to one piece. The Store’s system may require the purchase of multiples of the bulk packaging. The number of pieces in a package is stated on the product page.
If the Store applies promotions or price reductions, and if required by law (e.g., Omnibus Directive), it will inform about the lowest price of the product within the statutory period preceding the introduction of the reduction.
In case of a price reduction, the Store will present the lowest price of the product within the last 30 days before the reduction, if required by applicable regulations. This information will be communicated clearly and understandably to the Consumer.
If product reviews appear in the Store, the Store will take reasonable measures to verify that they come from customers who have actually purchased the product. Information on the verification methods will be available to Customers.

§3 Placing Orders and Cancellation

Orders can be placed 24/7 via the Store’s website.
Correct completion of the order form and acceptance of the Terms and Conditions are required for the order to be processed.
The Store confirms acceptance of the order electronically. The sales contract is concluded at the moment the product is dispatched to the Customer, confirmed by an e-mail notification.
The Store may refuse to process an order or request prepayment if the order raises justified doubts as to the Customer’s data or the payment method.
The Store may ask the Customer for additional confirmation of data or identity to prevent fraud. If the Customer does not cooperate, the Store reserves the right to cancel the order.
The Store reserves the right to verify the Customer’s data, including contact and address details. In case of doubts regarding their correctness or reliability, the Store may suspend the order until clarification, or in extreme cases, cancel the order.
The Customer may cancel the order without giving any reason within 24 hours from its submission, provided that the order has not yet been handed over for processing. Cancellation can be made by contacting customer service.
The Store may cancel an order in exceptional cases, such as a system pricing error, lack of stock, or inability to fulfill due to technical or logistical reasons. In such a case, the Store will promptly inform the Customer and refund any payments made.
If the order concerns products made to individual order or if the processing has already begun, cancellation may be impossible or may involve costs proportional to the stage of completion.
Each product page has an “Ask a Question” button enabling contact regarding, among others, product safety, instructions, or origin.

§4 Payments

Available payment methods are described in the “Payment Methods” section on the Store’s website.
Depending on the selected payment method, order processing begins after payment is made, unless agreed otherwise.
For selected public institutions, the Store may allow deferred payment after verifying the institution’s data.
In case of late payment, the Store may take collection actions, including involving a debt collection company.
The Store uses payment operators that meet security and authentication requirements as per PSD2 directive. Card data is not stored by the Store.
The Store may refuse to process the order if the payment is not properly authorized according to applicable security standards.
Online payment services are provided by Blue Media S.A.

§5 Shipping and Delivery

Goods are delivered via courier companies, postal services, or by personal pickup (if available).
The delivery time depends on the payment method and product availability and is approximate. The Store will inform you of any delays.
The Customer is obliged to accept the shipment. Failure to pick up or refusal to accept is considered a breach of contract and may result in the Customer being charged for shipping and return costs.
If damage to the shipment is found, the Customer should request a damage report in the presence of the courier.
The Store is not responsible for delays caused by factors beyond its control (e.g., force majeure, carrier issues).
In case of international shipping, the Customer is responsible for checking local customs regulations and any import restrictions. The Store is not responsible if the product cannot be placed on the market in the destination country, provided the product meets EU and Polish requirements. The Customer bears any additional fees (duties, taxes).
If disputes arise regarding delays or damage in international transport, the Customer may be asked to participate in the claim process with the carrier and provide required documents.
If the product requires special precautions or poses potential hazards, the Store will include appropriate instructions or send them electronically. The Customer should review these instructions before using the product.

§6 Illustrative Photos and Graphic Variants

Product photos in the Store are for illustrative purposes only and serve as examples. The actual appearance may differ in terms of color, graphics, or packaging.
The Store endeavors to ensure that photos accurately reflect product features. Minor differences not affecting functionality or quality do not constitute grounds for claims.
For products available in various graphic variants or covers, the Store reserves the right to send the product in a chosen variant unless the product description explicitly allows the Customer to choose.
Information on the product’s main features (e.g., EAN code, functionality, set components) is binding and forms the basis of the contract.
Photos of services (e.g., sample lamination, puzzle visualization) are illustrative. The final result may differ from the visualizations due to material properties, techniques used, or specifications provided by the Customer.

§7 Right of Withdrawal from the Contract

Withdrawal by a Consumer

A Consumer may withdraw from a distance contract without stating a reason within 14 days of receiving the goods, in accordance with applicable laws.
To exercise the right of withdrawal, the Consumer informs the Store of their decision (they may use a form provided by the Store). The deadline is met if the withdrawal notice is sent before its expiry.
The Consumer returns the product at their own cost within 14 days from informing the Store of the withdrawal.
The Store will refund the Consumer the product price and the cost of the cheapest available delivery option within 14 days of receiving the returned product or proof of its return.
The right of withdrawal does not apply to items made to individual order, perishable goods, or other products indicated in Art. 38 of the Polish Consumer Rights Act.
Failure to pick up a shipment is not considered withdrawal. The Consumer must take active steps to exercise the right of withdrawal.
For products made to individual order (personalized), the Customer will be informed that the right of withdrawal may not apply once production has started. If the Customer cancels before completion, the Store may charge costs proportional to the completion stage.

Withdrawal by Non-Consumers (Entrepreneurs, Companies, Institutions)

Non-consumer Customers, including Entrepreneurs purchasing within their business activities, are not entitled to the statutory right of withdrawal without reason, as stated above for Consumers.
Any possibility of withdrawal for non-consumers can only be established by individual arrangement with the Store, confirmed in writing or electronically.
In the absence of specific arrangements, any returns by non-consumer Customers will be handled on an individual basis, with no guarantee of a right to withdraw without reason.

§8 Complaints and Warranties

All products are new and may be covered by a manufacturer’s warranty if provided.
The Customer may file a complaint (statutory warranty) for product defects. For Entrepreneurs, warranty rights may be limited.
In B2B relations, the warranty may be limited or excluded as agreed individually. In the absence of a different agreement, the warranty for Entrepreneurs is excluded, and complaints are handled individually.
Complaints should be submitted in writing or electronically, accompanied by proof of purchase.
The Store will review the complaint within 14 business days. For complex cases, this period may be extended, and the Customer will be informed.
If the product may pose a safety risk, the Store will take appropriate steps (including withdrawing the product from the market) and inform the Customer and relevant authorities.
If the complaint is justified, the Store will cover the return shipping costs and, at the Consumer’s choice (if permitted by law), will replace, repair, or refund the product price.

§9 Failure to Collect Goods

Failure to collect the shipment by the Customer may result in the Customer being charged for shipping and return costs.
Failure to pick up is not withdrawal from the contract. If the Customer intends to withdraw, they must follow the procedure in §7.
The Store may charge an administrative fee (e.g., PLN 20 gross) for preparation and handling of an unrealized order.
In case of multiple failures to collect shipments by the same Customer, the Store may block the option of paying on delivery or require prepayment.

§10 Intellectual Property

Materials (photos, descriptions, graphics, trademarks) available in the Store are protected by law. Copying, dissemination, or modification without the Store’s consent is prohibited.
Purchasing a product does not transfer intellectual property rights to the accompanying materials.
If there is suspicion of intellectual property infringement related to materials on the Store’s website, please contact the Store immediately. After verification, the Store may remove contested materials or take other legal action.

§11 International Sales

A Customer ordering goods outside the EU is responsible for compliance with local regulations, customs duties, taxes, and fees.
The Store is not responsible for non-compliance with market entry requirements in the destination country if the product meets EU and Polish regulations.
Documents and information are available in Polish (or another indicated language). The Customer is responsible for understanding them.
Upon the Customer’s request, for selected products, the Store may provide basic information in a language other than Polish, if available. The absence of local language instructions cannot form a basis for claims if the product meets EU norms and required documents.
In case of providing services outside the EU or delivering products resulting from such services, the Customer must check local laws and standards. The Store is not liable if the product or service meets EU and Polish norms but not those of the recipient’s country.

§12 Archiving and Evidence

The Store reserves the right to archive correspondence and communication with the Customer.
Archiving serves as evidence in potential disputes.
Archiving is carried out in accordance with the Privacy Policy and data protection regulations.
The Customer agrees that archived correspondence may be used as evidence in judicial or administrative proceedings.
Archiving also applies to documentation, communication, and graphic materials related to individually commissioned services. The Customer consents to their use as evidence in potential legal proceedings.

§13 Personal Data Protection

The Seller is the controller of personal data. Data is processed to fulfill the contract, process orders, deliver products, and handle complaints.
Providing data is voluntary but necessary for order fulfillment. Failure to provide required data may prevent making a purchase.
Detailed information on personal data processing is included in the Privacy Policy available on a separate page.
Personal data is processed under art. 6(1)(b) GDPR (contract execution), art. 6(1)(c) GDPR (legal obligations), art. 6(1)(f) GDPR (legitimate interest), and possibly art. 6(1)(a) GDPR (consent) for marketing communication. Details on procedures, retention periods, and Customer rights are described in the Privacy Policy.
Personal data may also be processed for analytical and marketing purposes, including the use of cookies and external partners’ tools (e.g., Google Analytics, Meta/Facebook Pixel, Google Ads), only with the Customer’s consent, as per the Privacy Policy and Cookie Policy.
The Customer may withdraw consent for marketing and analytical data processing (including cookies) at any time without affecting the lawfulness of processing before its withdrawal. Details are in the Privacy Policy and Cookie Policy.

§14 Individually Ordered Services and Products

The Store also offers services and products made to the Customer’s individual specifications, including personalized jigsaw puzzles, lamination services, and other material processing services.
For personalized products and services, the Customer may be asked to provide source materials (e.g., graphics, patterns, logos). The Customer declares that they hold all necessary rights to these materials and that they do not infringe third-party rights.
Production of individually ordered services and products begins after the Customer accepts the quote, scope of work, and provides any required prepayment. The Store will inform the Customer when work commences.
Due to the individualized nature of these services and products, the right of withdrawal without reason as described in §7 may not apply (in accordance with Art. 38 of the Polish Consumer Rights Act). If the Consumer withdraws before completion, the Store reserves the right to charge costs proportional to the stage of completion and materials used.
The Store will inform the Customer before starting such services that no withdrawal is possible once the service has begun. In case of doubts, the Store advises contacting before placing the order.
Unless the Customer indicates otherwise, the materials provided and the products or services created from them may be photographed and used by the Store for promotional purposes, ensuring anonymity and removing identifying marks, unless the Customer expressly forbids such use.
The completion time for individually ordered products and services may differ from standard delivery times and will be communicated to the Customer. The Store will endeavor to inform the Customer about the estimated completion time and any delays.
The Customer bears full responsibility for all content, materials, and designs provided to the Store. In the event of third-party claims arising from infringement of their rights, the Customer agrees to cover all resulting costs and damages owed to such parties.

§15 Final Provisions

Contracts concluded through the Store are subject to Polish law. For Consumers within the EU, the mandatory consumer protection laws of the Consumer’s country of residence may apply.
Disputes will be resolved by common courts according to applicable regulations. For Consumers, it may be the court having jurisdiction over the Consumer’s residence.
In transactions with Entrepreneurs, the parties may individually define warranty, statutory warranty, and the Store’s liability. In the absence of such arrangements, the statutory warranty may be excluded or limited, and the Store’s liability is limited to the value of the ordered goods or services.
The Store is not liable for non-performance of obligations due to force majeure or other events beyond its control (e.g., natural disasters, system failures, armed conflicts).
Unless otherwise mandated by compulsory law, the Store’s liability towards Entrepreneurs is limited to the value of the ordered goods, without liability for lost profits or indirect damages.
For sales to Entrepreneurs, consumer protection laws (including withdrawal without reason) do not apply. All rights and claims of Entrepreneurs are handled individually.
A Consumer may use out-of-court resolution methods (ADR/ODR). For cross-border disputes, the Customer may use the ODR platform at http://ec.europa.eu/consumers/odr/.
The Store will inform the Customer of any planned amendments to these Terms and Conditions electronically at least 14 days in advance. If the Customer does not accept the changes, they may terminate the electronic services agreement (e.g., remove their account). Lack of termination within that period constitutes acceptance of the changes.
If any provision of these Terms and Conditions is found invalid, it does not affect the validity of the remaining provisions. In place of the invalid provision, relevant legal regulations closest to its purpose shall apply.
These Terms and Conditions come into force on the day of their publication on the Store’s website. Amendments to the Terms and Conditions take effect 14 days after their publication. Information on changes will be sent to the Customer’s provided e-mail address, and if the Customer does not terminate the agreement by the end of that period, it is considered acceptance of the changes.
In the event of legislative changes requiring adaptation of these Terms and Conditions, the Store will introduce the necessary amendments promptly, informing the Customers accordingly.
If there are any doubts about the safety of a product or service, the Customer has the right to contact the Store via the “Ask a Question” feature. The Store will promptly investigate compliance with legal requirements. If the product or service is deemed unsafe, the Store will inform the Customer and relevant authorities and take steps such as withdrawing the product from the market.