Last updated: 4 December 2025

§ 1. General provisions

1.1. These terms and conditions (hereinafter: the “Terms and Conditions”) set out the rules for using the Melkib.com online store and the rules of in-store sales conducted by Melkib Klus Raczek Spółka Komandytowa, with its registered office at ul. Stawowa 91, 43-400 Cieszyn, entered in the National Court Register under KRS No. 0000983585 (District Court in Bielsko-Biała, 8th Commercial Division of the National Court Register). Tax ID No. (NIP): 548-212-91-59, National Business Registry No. (REGON): 072176935, share capital: PLN 105,000.00.

1.2. Contact details – tel.: 33 851 46 01; e-mail: [email protected].

1.3. Addressees of the Terms and Conditions – Consumers (B2C), Entrepreneurs with Consumer Rights under the Consumer Rights Act, and professional entrepreneurs (B2B).

1.4. External sales – the Seller also offers products on Allegro.pl and on the B2B platform; the terms and conditions of those services apply, while these Terms and Conditions apply on a supplementary basis.

1.5. Availability of the Terms and Conditions – free of charge online in a form that enables them to be downloaded, saved and printed.

§ 2. Definitions

2.1. Customer – a natural person, legal person or organisational unit making a purchase.

2.2. Consumer – a natural person entering into a legal transaction with the Seller that is not directly related to their business or professional activity (Article 221 of the Civil Code); this also includes the so-called “Entrepreneur with Consumer Rights” (Article 7aa of the Consumer Rights Act, Article 385⁵ of the Civil Code).

2.3. Entrepreneur – a Customer making a purchase as part of their business or professional activity (B2B), excluding an Entrepreneur with Consumer Rights.

2.4. Seller – the entity specified in § 1.

2.5. Product / Goods – a movable item offered in the Store; factory-new, free from defects and lawfully placed on the market, unless the description of the Goods expressly states otherwise (e.g. used Goods).

2.6. Agreement – a sales agreement concluded remotely (through the Store) or in a physical store.

2.7. Durable medium – a medium that enables information to be stored in a manner allowing future access to it for a period appropriate to the purposes served by the information (e.g. e-mail, PDF, paper).

2.8. Store – the online service available at melkib.com.

2.9. Account – the Customer’s individual panel in the Store, protected by a login and password.

2.10. Loyalty Programme – the points-based system described in § 7.

§ 3. Technical requirements and Customer Account

3.1. To use the Store, a device with Internet access, a browser supporting JavaScript and cookies, and an active e-mail account are required. Use of the Store may involve standard data transmission charges imposed by the network operator.

3.2. Registration – voluntary and free of charge; purchases can also be made as a “guest” (without creating an Account).

3.3. Account registration – the Customer may create an Account by completing the registration form and accepting the Terms and Conditions. The Account maintenance agreement is concluded for an indefinite period upon confirmation of registration through an activation link (if used).

3.4. Account details – the Customer is obliged to provide accurate data and keep it up to date. The Customer should protect their login credentials and not disclose them to third parties. The Customer is liable for the actions of persons to whom they have disclosed their login credentials.

3.5. Additional functionalities – the Account enables, among other things, tracking order status, viewing purchase history, using the Loyalty Programme, viewing billing details and participating in promotional campaigns, if such campaigns are organised.

3.6. Account deletion – the Customer may terminate the Account maintenance agreement (request deletion of the Account) at any time by sending an e-mail or using the relevant function in the Store. Deletion of the Account does not affect the validity of sales agreements concluded earlier.

3.7. Product reviews – Customer reviews concerning Goods may be published in the Store. The Seller uses mechanisms that make it possible to link some reviews to specific orders (e.g. by sending post-purchase e-mails requesting a review); such reviews may be marked in the system as originating from Customers who purchased the Goods in question. Reviews submitted in another manner are not verified as to whether a purchase was actually made. The Seller does not commission paid generation of reviews and does not remove reviews solely because they are negative; unlawful, offensive or personality-rights-infringing content is prohibited and may be removed.

3.8. Service interruptions – technical interruptions may occur in connection with upgrades, maintenance or failures of IT systems. The Seller will make efforts to provide information about planned interruptions and to remove faults without delay. The Seller is not liable for disruptions caused by force majeure or the actions of third parties beyond its control.

3.9. Newsletter – the Customer may consent to receiving the newsletter. Consent is voluntary and may be withdrawn at any time, without affecting the lawfulness of processing carried out before its withdrawal. Details are provided in the Privacy Policy.

3.10. Termination of the agreement for the provision of electronic services – with regard to Account maintenance and the newsletter – takes place on the terms set out in the Terms and Conditions and the Privacy Policy. A Consumer has the right to withdraw from the agreement for the provision of electronic services within 14 days of its conclusion, subject to the exceptions provided for by law.

§ 4. Placing orders

4.1. Commercial information – presentations of Products in the Store (including descriptions, prices and availability) constitute an invitation to conclude an agreement within the meaning of Article 71 of the Civil Code, and not an offer within the meaning of the Civil Code.

4.2. The order placement process includes:

4.2.1. Product selection – adding the Goods to the basket.

4.2.2. Providing details – completing the order form (delivery and billing details).

4.2.3. Selecting the delivery and payment methods.

4.2.4. Acceptance of the terms – ticking the required checkboxes (including acceptance of the Terms and Conditions and acknowledgement of the Privacy Policy) and checking that the data is correct.

4.2.5. Placing the order – by clicking the button marked “Order and pay” or an equivalent button that clearly indicates that the order entails an obligation to pay.

4.3. After placing an order, the Customer receives an automatic e-mail containing a summary (confirmation that the order has reached the Seller’s system). This message does not yet constitute acceptance of the offer unless it expressly states otherwise.

4.4. The agreement is concluded when the Seller sends the Customer an e-mail stating that the order has been accepted for processing, or when the Goods are dispatched, whichever occurs first. The Seller reserves the right to refuse to process an order for valid reasons, in particular where:

• the Customer’s data is incorrect or gives rise to reasonable doubts as to its authenticity,

• payment is not made where prepayment has been selected,

• an obvious error has occurred in the price or description of the Goods (e.g. a grossly understated price).

4.5. Proof of purchase – a fiscal receipt or VAT invoice is issued for each order (in paper or electronic form – a PDF sent to the e-mail address).

4.6. Verification of B2B orders – for orders placed by business Customers, the Seller may carry out additional verification (e.g. by telephone or e-mail). If the Seller refuses to process the order, any funds received will be returned without delay.

4.7. Seller’s right of withdrawal (B2B) – in relations with Customers who are not Consumers, the Seller may, for valid reasons (e.g. permanent unavailability of the Goods, an extraordinary change in supplier prices), withdraw from the agreement within 14 days of its conclusion, inform the Customer accordingly and return all payments received within 14 days of the date of withdrawal.

§ 5. Prices and payment methods

5.1. All prices of Goods are stated in Polish zloty (PLN) and include VAT (gross prices). Product descriptions may additionally show net prices for information purposes for Customers conducting business activity.

5.2. The total price includes the price of the Goods and any delivery costs and other additional charges (if applicable). Before placing an order, the Customer is informed each time of the full amount payable.

5.3. The Seller reserves the right to change the prices of Goods and to conduct and cancel promotional campaigns, provided that such changes do not apply to orders placed before they enter into force.

5.4. In promotional campaigns, the Seller provides information about the lowest price of the Goods that applied during the 30 days preceding the price reduction (or, where the Goods have been offered for a shorter period, from the beginning of their sale).

5.5. The payment methods available in the Store include in particular:

5.5.1. Fast online payments through a payment operator (e.g. imoje), including BLIK, fast bank transfers and payment card transactions.

5.5.2. Payment by payment card (including Visa, Mastercard and other cards supported by the payment operator).

5.5.3. BLIK payment.

5.5.4. Traditional bank transfer to the Seller’s bank account: ING Bank Śląski, Cieszyn Branch, account number: 47 1050 1083 1000 0092 1404 0488.

5.5.5. Cash on delivery – upon receipt of the parcel (in cash or another form accepted by the carrier), provided that the selected delivery method and order allow this payment method.

5.5.6. Payment through PayPal – on the terms set out in the regulations of the operator of this service. The Seller does not charge Consumers any additional fees for selecting this payment method.

5.5.7. InPost Pay payment – carried out through the InPost Pay payment system, on the terms set out in the operator’s regulations. InPost Pay may offer various forms of payment (e.g. payment wallet, deferred payment or instalment payment), in accordance with the operator’s current offer. Selecting InPost Pay does not result in the Seller charging the Consumer any additional fees.

5.6. Detailed rules for using individual payment methods, including any technical requirements, limits and Customer verification rules, are set out in the regulations of the payment service providers (payment operators, banks and payment institutions). In the case of instalment or deferred payments (including those offered through InPost Pay), the rules for assessing creditworthiness and concluding a financing agreement are determined by the relevant operator.

5.7. Payment deadlines:

5.7.1. For payments made in advance (traditional bank transfer, fast online payments, PayPal, InPost Pay – where advance payment is required), payment should be made immediately after the order is placed. If payment is not credited within 7 calendar days of placing the order, the Seller may cancel the order.

5.7.2. For cash on delivery – the Customer pays upon receipt of the parcel.

5.7.3. For instalment or deferred payments (including InPost Pay, where such a function is available) – the payment date and method are specified in the agreement between the Customer and the relevant operator / financing institution.

5.8. If payment is not made on time, the Seller may send the Customer a reminder (e.g. by e-mail) and then cancel the order, informing the Customer accordingly. This applies in particular to orders requiring prepayment.

5.9. Regardless of the selected method, electronic payments are processed through external payment systems, each of which ensures an appropriate level of data transmission security. The Seller does not collect or store payment card details or Customers’ online banking passwords.

§ 6. Delivery and ADR transport

6.1. Delivery methods (within Poland and, subject to availability, to selected countries) include in particular:

6.1.1. InPost courier.

6.1.2. InPost Parcel Lockers 24/7 (for Goods that meet size and safety requirements).

6.1.3. DHL courier.

6.1.4. DHL Parcel or other courier services in accordance with the information shown in the basket.

6.1.5. International shipping – based on individually determined costs and methods available for the relevant country and the weight/dimensions of the parcel.

6.2. Delivery costs (Poland) – specified in the price list or displayed in the basket before the order is placed; for guidance: courier PLN 15–20, parcel locker PLN 12–15 (amounts may change depending on current carrier rates).

6.3. Free delivery – as a standard rule, it applies to orders with a total gross value of at least PLN 300. For non-standard shipments (e.g. large quantities of liquids, oils or oversized Goods), the free-delivery threshold may be PLN 3,000 gross; below this amount, individual delivery costs apply depending on weight and dimensions. Detailed rules may be specified in the Goods description or in the basket.

6.4. International delivery costs – depend on the zone, weight and dimensions of the parcel; for shipments outside the EU, the Customer may be required to pay additional charges (customs duties, import taxes) in accordance with the laws of the destination country.

6.5. Processing time – the standard order preparation time is usually 1–3 working days from the conclusion of the agreement (or from payment being credited in the case of prepayment). Delivery within Poland usually takes 1–2 working days, and international delivery 3–7 working days, unless otherwise stated in the description of the Goods.

6.6. Commencement of time limits – time limits are stated in working days. In the case of prepayment, the period begins on the day the funds are credited to the Seller’s bank account.

6.7. Personal collection – personal collection is possible after prior arrangement of the date, in particular for B2B Customers, at the Seller’s locations (e.g. Cieszyn/Żory/Czeladź), provided that they are currently available.

6.8. Checking the parcel – the Customer is advised, where possible, to check the condition of the parcel in the presence of the courier or immediately after receipt. If external damage or shortages are found, it is advisable to prepare a damage report and notify the Seller without delay, as this will facilitate claims against the carrier.

6.9. Failed delivery – if delivery is unsuccessful (e.g. a notice is left), the carrier may attempt redelivery or return the parcel to the sender. Reshipment may involve additional costs for the Customer.

6.10. Transfer of risk – for Consumers, the risk of accidental loss of or damage to the Goods passes to the Consumer when the Goods are handed over to the Consumer or to a third party indicated by the Consumer other than the carrier. If the Consumer independently selects a carrier not offered by the Seller, the risk passes to the Consumer when the Goods are handed over to that carrier. In B2B relations, the risk passes to the Customer when the Goods are handed over to the carrier or a person authorised to collect them.

6.11. Electronic invoices – the Customer may consent to receiving invoices electronically (PDF) at the specified e-mail address. This consent may be withdrawn at any time.

6.12. ADR – for Goods classified as dangerous under the ADR Agreement (European Agreement concerning the International Carriage of Dangerous Goods by Road), the Seller arranges transport in compliance with applicable ADR regulations, in particular with regard to classification, packaging, labelling and documentation.

6.13. Delivery restrictions (ADR) – dangerous Goods within the meaning of ADR regulations, appropriately marked in the product description, cannot be delivered to parcel lockers or collection points. For such Goods, only courier delivery to the specified address or personal collection is available, in accordance with the information provided for the Goods in question.

§ 7. Loyalty Programme

7.1. The Loyalty Programme is a voluntary points-based programme intended for Customers who have an Account in the Store.

7.2. Earning points – as a general rule, for every PLN 10 spent (order value), the Customer receives 1 loyalty point, credited after the order has been dispatched. Points may also be awarded for other activities specified in the programme rules (e.g. submitting a review, participating in special campaigns). If Goods are returned (withdrawal from the agreement), the corresponding number of points is deducted.

7.3. Use of points – accumulated points may entitle the Customer to discounts on future purchases. For example:

7.3.1. 100 points – 1% discount.

7.3.2. 300 points – 2% discount.

7.3.3. 500 points – 3% discount.

7.3.4. 1,000 points – 5% discount.

Discounts are calculated automatically after logging into the Account during the order placement process. Detailed rules for calculating and using discounts may be set out in separate Loyalty Programme terms and conditions.

7.4. Validity of points – as a general rule, points remain valid for 365 days from the date on which they are awarded, after which they expire. Detailed rules governing point expiry are set out in the Loyalty Programme terms and conditions.

7.5. Changes to the programme rules – the Seller may change the programme rules for valid reasons (e.g. technological or legal changes). Customers who have an Account will be notified of changes at least 30 days before they enter into force and will be given an opportunity to use accumulated points under the previous rules.

7.6. Detailed rules for participation in the Loyalty Programme are set out in separate Loyalty Programme terms and conditions available on the Store website. In the event of a conflict between these Terms and Conditions and the Loyalty Programme terms and conditions, the latter take precedence with regard to the points promotion.

§ 8. Right to withdraw from the Agreement (Returns)

8.1. Persons entitled to withdraw – the right to withdraw from a distance agreement is available to a Consumer and to a natural person conducting business activity and entered in CEIDG, who makes a purchase that is not directly related to their professional activity (the so-called Entrepreneur with Consumer Rights), on the terms set out in the Consumer Rights Act.

8.2. Time limit – the Consumer may withdraw from the agreement within 14 days from the day on which the Consumer, or a third party indicated by the Consumer other than the carrier, takes possession of the Goods (and, for an agreement covering multiple items delivered separately, from the day on which the last item is taken into possession).

8.3. Withdrawal procedure:

8.3.1. The Consumer may use the model withdrawal form made available by the Seller or prepare their own unequivocal statement of withdrawal (for example by e-mail or in writing).

8.3.2. The statement of withdrawal should be sent to the Seller’s e-mail address or postal address specified in § 1, preferably with the order number.

8.3.3. The Consumer is obliged to return the Goods to the Seller without delay, but no later than 14 days from the day on which they withdrew from the agreement. The deadline is met if the Goods are sent back before its expiry. The direct cost of returning (sending back) the Goods is borne by the Consumer, unless the Seller has expressly agreed to bear it.

8.3.4. The Consumer is liable for any reduction in the value of the Goods resulting from using them in a manner exceeding what is necessary to establish the nature, characteristics and functioning of the Goods (Article 34(4) of the Consumer Rights Act). For example, opening a factory-sealed container of oil, grease or a chemical product may make it impossible to resell it as full-value Goods. In such a case, the Seller has the right to reduce the amount refunded accordingly, in proportion to the loss in value of the Goods.

8.4. Statutory exclusions (Article 38 of the Consumer Rights Act) – the right to withdraw from a distance agreement does not apply, among other things, to:

8.4.1. agreements for the supply of non-prefabricated Goods manufactured according to the Consumer’s specifications or serving to satisfy the Consumer’s individual needs;

8.4.2. Goods liable to deteriorate rapidly or having a short shelf life;

8.4.3. Goods supplied in sealed packaging which cannot be returned after the packaging has been opened for health protection or hygiene reasons, if the packaging was opened after delivery – provided that the Seller expressly stated in the description of the specific Goods that the right of withdrawal is excluded for this reason;

8.4.4. other cases listed in Article 38 of the Consumer Rights Act (e.g. the supply of digital content not supplied on a tangible medium, where performance began with the Consumer’s express consent before the withdrawal period expired).

8.5. Business purchases (B2B) – Customers who are not Consumers (entrepreneurs making purchases as part of their business or professional activity) are generally not entitled to the statutory right to withdraw from a distance agreement within 14 days. Any possibility of accepting the return of Goods from a business Customer may be considered individually by the Seller as a commercial gesture, without prejudice to the provisions on statutory warranty.

8.6. Refund – in the event of effective withdrawal from the agreement, the Seller returns to the Consumer all payments received from them, including the costs of delivering the Goods (except for additional costs resulting from the Consumer’s choice of a delivery method other than the least expensive ordinary delivery method offered by the Seller). The refund will be made without delay, no later than 14 days from the day on which the Seller was informed of the Consumer’s decision to withdraw from the agreement, provided that the Seller may withhold the refund until the Goods are received or until proof of their return is provided, whichever occurs first.

8.7. The refund is made using the same payment method as that used by the Consumer, unless the Consumer expressly agrees to another refund method that does not involve any additional costs for them.

Legal basis: Articles 27–38 of the Act of 30 May 2014 on Consumer Rights; Article 558 § 1 of the Civil Code.

§ 9. Complaints (Non-conformity of Goods with the Agreement)

9.1. The Seller is obliged to deliver Goods that conform to the agreement. With respect to Customers who are Consumers, the Seller is liable for a lack of conformity of the Goods with the agreement on the terms set out in Chapter 5a of the Consumer Rights Act (Articles 43a–43g).

9.2. Scope of rights:

9.2.1. Consumer – if the Goods do not conform to the agreement, the Consumer may demand that the Goods be brought into conformity with the agreement through repair or replacement, and where this is impossible or entails excessive costs – a price reduction or withdrawal from the agreement (withdrawal is not available where the lack of conformity is only minor).

9.2.2. A natural person conducting business activity who makes a non-professional purchase – benefits from rights similar to those of a Consumer, on the terms set out in specific provisions (Article 7aa of the Consumer Rights Act, Article 385⁵ of the Civil Code).

9.2.3. Entrepreneur (B2B) – with respect to Customers who are not Consumers, the Seller’s liability under the statutory warranty for defects in the Goods may be limited or excluded pursuant to Article 558 § 1 of the Civil Code, in accordance with these Terms and Conditions.

9.3. Time limits:

9.3.1. The Seller’s liability towards the Consumer generally lasts for 2 years from the moment the Goods are delivered. In the case of used Goods, this period may be shortened to no less than 1 year, provided that this is expressly stated in the description of the Goods.

9.3.2. The Seller is obliged to respond to a Consumer complaint within 14 calendar days of receiving it. Failure to respond within this period means that the complaint is accepted (the Consumer’s demand is fulfilled) – in accordance with Article 7a(1) of the Consumer Rights Act.

9.4. Submitting a complaint:

9.4.1. A complaint may be submitted in any form – in particular by e-mail to the Seller’s address, in writing to the registered office address or through a contact form, if available. It is recommended that the complaint include: the Customer’s full name (or company name), contact details, identification of the Goods complained about, the date of receipt, a description of the identified non-conformity and the Customer’s demand (repair, replacement, price reduction, withdrawal from the agreement), as well as proof of purchase or the order number.

9.4.2. Complaints may be sent to the e-mail address: [email protected] or to the postal address: ul. Stawowa 91, 43-400 Cieszyn. The Seller may make available a model complaint form as a downloadable file – use of the form is voluntary and is not a condition for the complaint to be considered.

9.5. Basis of liability – the Goods should in particular:

9.5.1. be suitable for the purpose for which Goods of this type are normally used;

9.5.2. have characteristics (including durability, functionality, compatibility and safety) consistent with the offer description and with public statements made by the Seller or manufacturer (unless they have been effectively corrected);

9.5.3. be complete and free from physical and legal defects.

9.6. Statutory warranty (Customers who are not Consumers) – with respect to Customers who are not Consumers, the Seller may exclude liability under the statutory warranty for defects in the Goods pursuant to Article 558 § 1 of the Civil Code. This provision does not exclude the Seller’s liability for intentional fault.

9.7. Consumer rights – if the Goods do not conform to the agreement, the Consumer may first demand repair or replacement of the Goods with new Goods free from defects, unless bringing the Goods into conformity with the agreement in the chosen manner is impossible or would entail excessive costs for the Seller. If the Seller does not bring the Goods into conformity with the agreement within a reasonable time and without excessive inconvenience to the Consumer, the Consumer may demand a price reduction or withdraw from the agreement (returning the Goods in exchange for a refund of the price paid). The right of withdrawal does not apply where the lack of conformity of the Goods with the agreement is minor.

9.8. Price reduction or withdrawal – where a price reduction is requested, the Seller refunds the relevant portion of the price, taking into account the proportion between the value of Goods conforming to the agreement and the value of Goods that do not conform to the agreement. In the event of withdrawal from the agreement, the Seller refunds the Consumer the price of the Goods and the cost of delivery (to the extent of the least expensive ordinary delivery method) within 14 days of receiving the Goods or proof that they have been sent back.

9.9. Recommended content of a complaint – to streamline the complaint process, the Seller recommends that a complaint include: the Customer’s details, order number, identification of the Goods, a description of the identified defect (non-conformity), the Customer’s demand and, where possible, photographic documentation.

9.10. Making the Goods available – when exercising rights resulting from the non-conformity of the Goods with the agreement, the Consumer is obliged to make the Goods available to the Seller, in particular for repair or replacement. The Seller collects the Goods from the Consumer at its own expense, in a manner agreed with the Consumer (e.g. by arranging for a courier to collect the parcel). In the event of withdrawal from the agreement or a price reduction due to non-conformity of the Goods with the agreement, reimbursement of costs related to returning the Goods takes place in accordance with the applicable provisions of the Consumer Rights Act.

9.11. Complaint response time – the Seller will respond to the Consumer’s complaint within 14 calendar days of receiving it. The Seller will inform the Consumer of the decision (acceptance or rejection of the complaint) on a durable medium (e.g. by e-mail or letter).

9.12. Business Customers – for complaints submitted by Customers who are not Consumers, the Seller will make efforts to consider them within 14 days; however, the provisions of the Consumer Rights Act do not apply to such Customers, and the scope of liability results from the Civil Code and these Terms and Conditions.

§ 10. Cookies, marketing and use of AI (OpenAI)

10.1. The Store uses cookies and similar technologies for functional purposes (ensuring the proper operation of the service), analytical purposes (visitor statistics) and marketing purposes. Detailed information on the technologies used, the legal bases for their use and methods of managing consent is provided in the Privacy and Cookies Policy.

10.2. The Seller may send marketing communications to Customers (e.g. newsletters, promotional information) only on the basis of prior consent or within the limits of a legitimate interest, with due regard to personal data protection regulations and the provisions on the provision of electronic services and Telecommunications Law. The Customer may object to the processing of data for marketing purposes or withdraw consent to marketing communications at any time.

10.3. As part of Customer service, the Seller may use artificial intelligence tools (e.g. services provided by suppliers such as OpenAI) solely to support communication, analyse the content of enquiries and improve the quality of service. If this involves transferring personal data outside the European Economic Area, the transfer takes place on the basis of appropriate legal safeguards provided for in the GDPR (in particular Standard Contractual Clauses) and with the use of technical and organisational measures ensuring data security. The Seller does not use automated decision-making that would produce legal effects concerning the Customer or similarly significantly affect them (e.g. automatic rejection of orders based solely on profiling).

§ 11. Personal data protection (GDPR)

11.1. The controller of Customers’ personal data is Melkib Klus Raczek Sp.k., with its registered office in Cieszyn (ul. Stawowa 91, 43-400 Cieszyn), e-mail: [email protected].

11.2. The Seller may appoint a Data Protection Officer; the DPO’s contact details, if a DPO has been appointed, are provided in the Privacy Policy.

11.3. Customers’ personal data is processed in particular for the following purposes: conclusion and performance of the sales agreement, handling complaints and returns, maintaining the Account, fulfilling accounting and tax obligations, conducting marketing activities (including the newsletter – where consent has been given), statistical analysis and improving the operation of the Store. Detailed legal bases for processing are described in the Privacy Policy.

11.4. Recipients of the data may include in particular: courier and postal companies, payment operators, IT service providers (hosting, sales systems, analytical tools), entities providing accounting, legal or marketing services, and public authorities authorised to obtain data under applicable law – to the extent necessary to achieve the purposes of processing.

11.5. Personal data is stored for the period necessary to achieve the purposes of processing, in particular:

• data related to performance of the agreement – for the duration of the agreement and subsequently for the period resulting from the limitation periods for claims and from tax and accounting obligations;

• data processed for complaint handling – for the duration of liability for non-conformity of the Goods with the agreement or under the statutory warranty, and for the period necessary to document the manner in which the complaint was handled;

• data processed on the basis of consent (e.g. newsletter) – until consent is withdrawn;

• data related to the Account – until the Account is deleted, and subsequently for the period necessary to secure claims (e.g. 6 months), unless the law requires longer storage.

11.6. The data subject has the following rights: access to data, rectification, erasure, restriction of processing, data portability, objection to processing (including processing for direct marketing purposes), and the right to withdraw consent at any time (without affecting the lawfulness of processing carried out before consent was withdrawn).

11.7. The data subject also has the right to lodge a complaint with the President of the Personal Data Protection Office if they consider that the processing of personal data infringes the GDPR.

11.8. Providing personal data is voluntary, but necessary to conclude and perform the sales agreement and provide other services (e.g. Account maintenance, issuing an invoice). Detailed information on the processing of personal data is provided in the Privacy Policy.

§ 12. Out-of-court dispute resolution

12.1. The Consumer may use out-of-court complaint handling and redress procedures. These include, among other things, mediation and proceedings before permanent consumer arbitration courts operating at Provincial Inspectorates of Trade Inspection.

12.2. The Consumer may obtain free assistance in their case by contacting a municipal or district Consumer Ombudsman.

12.3. The Consumer may use the EU ODR (Online Dispute Resolution) platform available at: https://ec.europa.eu/consumers/odr, which is a tool for the out-of-court resolution of disputes between consumers and traders entering into agreements electronically in the European Union. The Seller’s e-mail address for contact in this regard is: [email protected].

§ 13. Final provisions

13.1. Matters not regulated by these Terms and Conditions are governed by Polish law, in particular the Civil Code, the Consumer Rights Act, the Act on the Provision of Electronic Services, the GDPR and other applicable regulations.

13.2. The Seller may amend the Terms and Conditions for valid reasons, in particular in the event of changes in the law, changes in the method of providing services, or technological or organisational changes. Customers who have an Account will be notified of amendments at least 14 days before they enter into force, e.g. by means of a notice in the Store or an e-mail. Orders placed before the amendments enter into force are processed under the previous rules.

13.3. The Customer has the right to terminate the Account maintenance agreement if they do not accept the amended Terms and Conditions. Continued use of the Account after the amendments enter into force may be regarded as acceptance of the amended Terms and Conditions, provided that the Customer has been expressly informed of this.

13.4. If any provision of the Terms and Conditions proves invalid, ineffective or unenforceable, this does not affect the validity of the remaining provisions. The relevant provisions of law will apply in place of such a provision.

13.5. In relations with Customers who are not Consumers, the competent court for resolving disputes is the common court having jurisdiction over the Seller’s registered office, unless mandatory provisions of law provide otherwise. For Consumers, court jurisdiction is determined by the provisions of the Code of Civil Procedure (including the court having jurisdiction over the Consumer’s place of residence).

13.6. These Terms and Conditions do not limit the rights granted to Consumers by mandatory provisions of law – in the event of a conflict, the provisions of generally applicable law apply.

13.7. These Terms and Conditions apply from 4 December 2025. Archived versions of the Terms and Conditions and copies in a downloadable and printable format may be made available to Customers upon request.

Forms for download (DOCX)

The following forms are provided to assist Customers. Their use is voluntary and is not a condition for the effective submission of a statement of withdrawal from the agreement or a complaint.

Open the withdrawal form (DOCX)

Open the complaint form (DOCX)

Appendices to the Terms and Conditions

Appendix 1 – Model withdrawal form. Addressee: Melkib Klus Raczek Sp.k., ul. Stawowa 91, 43-400 Cieszyn; e-mail: [email protected]; tel.: 33 851 46 01.

Appendix 2 – Model complaint form. Complaints: [email protected]; address: ul. Stawowa 91, 43-400 Cieszyn.

Forms for download and completion

Download the withdrawal form (DOCX)

Download the complaint form (DOCX)