§1. General Terms

1. These Terms and Conditions establish the guidelines for purchasing, delivering, lodging complaints, and returning Goods within the VELVA Online Store, managed by the Seller with its address at VELVA SP. Z O.O., Brzezińska 2H, 03-075 Warszawa, Poland. They also define the rights and obligations of Customers and the Seller.
2. Definitions used within these Terms:
   1. Working Days: Any day from Monday to Friday, excluding national holidays.
   2. Contact Form: An online form provided in the Store, allowing Customers to reach out to the Seller.
   3. Order Form: An interactive form in the Store enabling Customers to place orders.
   4. Customer: Refers to (1) an individual with full legal capacity, (2) an individual with partial legal capacity (e.g., a minor aged 13 or older or a partially incapacitated person) with consent from a legal guardian, (3) a legal entity, or (4) an organizational unit without legal personality that holds legal capacity.
   5. Civil Code: The Polish Civil Code Act of April 23, 1964 (Journal of Laws of 2020, item 1740 with subsequent amendments).
   6. Consumer: A Customer who is a consumer as per the Civil Code definition, including individuals entering into contracts directly linked to their business, where such contracts do not serve a professional purpose.
   7. Account: A service in the Store providing Customers access to additional Store functionalities.
   8. Newsletter: A service where commercial and promotional content is shared periodically with the Customer’s consent via email.
   9. Store: The online store operated by the Seller at velva.com.pl, facilitating the ordering and purchasing of Goods.
   10. Seller: VELVA SP. Z O.O., Brzezińska St. 2H, 03-075 Warsaw, Poland
   11. Goods: Items available for sale in the Store, including but not limited to apparel.
   12. Electronic Service: Services provided electronically by the Seller, as defined by the Act on Electronic Services of July 18, 2002.
   13. User: Any person using the services provided in the Store.
   14. Order: A Customer’s offer to conclude a sales contract remotely.
3. The Seller’s contact details include:
   1. Email: biuro@velva.com.pl 
   2. Mailing Address: [Seller’s Mailing Address for Returns and Complaints] 
4. To use the Store, Customers require an internet connection and a compatible web browser.  

§2. Terms of Purchase and Sale

1. The Store offers Goods and Services for sale online.
2. Orders can be placed via the Order Form at www.velva.com.pl. Orders are accepted 24/7, except on certain legal holidays in Poland, though no such limitations apply at the current time. To place an Order, select Goods, complete the Order form, and accept these Terms. Orders are finalized with the “Order and Pay” button, which constitutes a sales agreement.
3. Before confirming an Order, Customers are informed about the total payable amount, including the Goods’ price and delivery charges.
4. Upon order placement, the Seller confirms acceptance by sending an email to the Customer’s provided address, completing the contract in line with Art. 21, sec. 1 of the Consumer Rights Act of May 30, 2014.
5. The Seller delivers Goods within Poland and selected countries abroad, listed during the order process.
6. Accepted payment methods include:
   1. Credit or debit card,
   2. Online bank transfer,
   3. Standard bank transfer.
7. Online payments are facilitated by PlanetPay, an external payment service provider.
8. Once payment is confirmed, the Seller proceeds with Order fulfillment.
9. If ordered Goods are unavailable, the Customer will be informed immediately, and any payments will be refunded promptly. 

§3. Pricing

1. Prices are listed in EURO.
2. The price displayed when the Order is placed is final and binding.
3. Current information on delivery fees and payment methods is available before placing an Order. 

§4. Delivery and Collection of Goods

1. Delivery options include:
   1. Courier delivery,
2. Orders are dispatched as soon as processing begins. Delivery times are specified in the Store, and Goods are typically shipped within 10 days and delivered within 30 days. Customized Products may require additional time, with expected delivery dates shared accordingly. 

§5. Available Services

1. Customers may access the following free electronic services: Newsletter, Account, Order Form, and Contact Form.
2. Newsletter subscriptions are voluntary, requiring an email address and consent to receive promotional content.
3. Account registration is free and allows additional Store features.
4. The Order Form service is provided as a one-time service when Customers add items to the cart.
5. The Contact Form is a one-time service provided upon entry. 

§6. Withdrawal Rights

1. Right of Withdrawal: In accordance with the Consumer Rights Act of May 30, 2014, the Consumer has the right to withdraw from a contract concluded remotely or outside the business premises without providing a reason, within 14 days from the day the Consumer or a third party indicated by the Consumer (other than the carrier) takes possession of the goods.
2. Withdrawal Deadline: To meet the withdrawal deadline, it is sufficient for the Consumer to send information regarding the exercise of their right of withdrawal before the 14-day period has expired.
3. Method of Withdrawal:
   1. The Consumer may use the withdrawal form, which can be sent to the Store’s email address or mailing address.
   2. The withdrawal form should include:
      • Consumer’s full name,
      • Consumer’s address,
      • Order number,
      • Date of receipt of the goods,
      • Statement of withdrawal from the contract.
4. Return of Goods:
   1. The Consumer is obliged to return the goods promptly, but no later than 14 days from the date on which they informed the Store about the withdrawal.
   2. The goods should be returned in their original, undamaged condition without signs of use, unless necessary to determine the nature, characteristics, and functioning of the goods.
   3. The costs of returning the goods are borne by the Consumer unless the Store agrees to cover these costs.
5. Refund of Payments:
   1. The Store will refund all payments made by the Consumer, including delivery costs (except for additional costs arising from the Consumer’s choice of a delivery method other than the least expensive standard delivery method offered by the Store).
   2. The refund will be made within 14 days from the date the Store receives the Consumer’s withdrawal statement. The Store may withhold the refund until it receives the goods or proof of their return, whichever occurs first.
6. No Right of Withdrawal:
   1. The right of withdrawal does not apply to goods made to the Consumer’s specifications or clearly personalized.
   2. The right of withdrawal also does not apply to goods that cannot be returned after opening due to health protection or hygiene reasons (e.g., intimate clothing) if the packaging was opened after delivery.
7. Withdrawal Procedure:
   1. The Consumer is required to keep a copy of the proof of purchase, which may be necessary for the withdrawal process.
   2. The withdrawal statement must be sent to the Store’s email address or by post to the correspondence address provided in these Terms and Conditions.
8. Contact: For any questions regarding the withdrawal from the contract, the Consumer can contact Customer Service via email or phone number provided on the Store’s website.
   
   These terms provide the Consumer with full clarity about their rights, and the Store ensures a transparent and lawful procedure for withdrawal from the contract.

§7. Complaints and Warranty

1. Goods should be free of defects at the time of sale. If a Product is defective, the Customer may return it along with a written complaint.
2. The Seller will replace or repair defective Goods. Customers may also request a price reduction or withdraw from the contract if the defect is not promptly remedied.
3. Complaints are addressed within 14 days for Consumers and 30 days for other Customers. 

§8. Return and Exchange Policy

1. Right to Return:
   1. The Consumer has the right to return purchased goods within 14 days from the date of receipt of the shipment, without providing any reason, in accordance with applicable legal regulations.
   2. This right does not apply to products made to the Consumer’s individual specifications or customized to their needs.
2. Conditions for Return:
   1. The goods returned by the Consumer must be in their original, undamaged condition, without any signs of use, in their original packaging (if possible), along with all accessories and proof of purchase (e.g., receipt, invoice).
   2. The Consumer is responsible for any reduction in the value of the goods resulting from their use in a manner exceeding what is necessary to determine the nature, characteristics, and functionality of the goods.
3. Return Procedure:
   1. To return goods, the Consumer should contact the Customer Service Office via email or phone and then send the completed return form to the Store’s address.
   2. The return must be sent to the Store’s correspondence address, provided in the Terms and Conditions, no later than 14 days from the date of notifying the intention to return.
4. Return Costs:
   1. The costs of the return shipment are covered by the Consumer unless the Store decides to cover these costs on its own.
   2. Upon acceptance of the return, the Store will refund the full amount paid by the Consumer for the goods, including the original delivery costs, except for additional costs resulting from the Consumer’s choice of a delivery method other than the least expensive standard delivery method offered by the Store.
5. Exchange of Goods:
   1. The Store allows the exchange of goods for another product available in the offer, provided it is in stock.
   2. To request an exchange, the Consumer should contact the Customer Service Office to arrange the exchange details.
   3. If there is a price difference between the exchanged products, the Consumer is obliged to pay the difference or will receive a refund of the overpayment (if the price of the exchanged goods is lower).
6. No Returns or Exchanges for Custom-Made Goods:
   1. Goods made to the Consumer’s individual specifications, including customized products, are not eligible for return or exchange, in accordance with Article 38, point 3 of the Consumer Rights Act.
   2. The Store informs the Consumer about the inability to return or exchange such products during the ordering process.
7. Refund of Payments:
   1. The Store will refund payments without delay, no later than 14 days from the date of receiving the returned goods or proof of their shipment.
   2. The refund will be made using the same payment method used by the Consumer unless the Consumer explicitly agrees to a different form of refund.
8. Contact:
   1. Any questions regarding returns and exchanges should be directed to the Customer Service Office via the email address or phone number provided on the Store’s website.

§9. Data Protection and Privacy

1. For information on personal data protection, please refer to the Privacy Policy. 

§10. Final Provisions

1. The Seller reserves the right to modify product offerings and promotional activities without affecting previously placed Orders.
2. These Terms take effect on the date of publication in the Store and apply indefinitely.
3. Disputes are resolved by amicable settlement or through Polish courts.
4. Customers may access these Terms online.