1.1. The Online Shop available at www.rawood.pl is operated by RAWOOD SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ with its registered office in Biała Podlaska (registered office and correspondence address: Aleja Jana Pawła II nr 1, 21-500 Biała Podlaska), entered in the Register of Entrepreneurs of the National Court Register under number KRS: 0000482016; registration court: Sąd Rejonowy Lublin Wschód w Lublinie z siedzibą w Świdniku, VI Wydział Gospodarczy Krajowego Rejestru Sądowego; share capital: PLN 25,000.00; NIP: 7962963389, REGON: 146936620, email address: info@rawood.pl and telephone number: +48 510 603 510 or +48 510 617 510.

1.2. These Terms and Conditions are addressed to both consumers and entrepreneurs using the Online Shop, unless a particular provision of the Terms and Conditions states otherwise.

1.3. The controller of personal data processed in the Online Shop in connection with the implementation of these Terms and Conditions is the Seller. Personal data are processed for the purposes, for the period and on the basis of the grounds and principles set out in the privacy policy at https://rawood.pl/polityka-prywatnosci-rawood/ published on the website of the Online Shop. The privacy policy contains in particular the principles governing the processing of personal data by the Controller in the Online Shop, including the grounds, purposes and period of personal data processing and the rights of data subjects, as well as information on the use of cookies and analytical tools in the Online Shop. Use of the Online Shop, including making purchases, is voluntary. Similarly, the provision of personal data by the Service User or Customer using the Online Shop is voluntary, subject to the exceptions indicated in the privacy policy (contract conclusion and legal obligations of the Seller).

1.4. Definitions:

1.4.1. BUSINESS DAY – any day from Monday to Friday, excluding public holidays.

1.4.2. REGISTRATION FORM – a form available in the Online Shop enabling the creation of an Account.

1.4.3. ORDER FORM – an Electronic Service, an interactive form available in the Online Shop enabling the placement of an Order, in particular by adding Products to the electronic shopping basket and specifying the terms of the Sales Contract, including the method of delivery and payment.

1.4.4. INQUIRY FORM – an Electronic Service, an interactive form available in the Online Shop enabling the submission of an inquiry regarding the offer for a Product, in particular one that is not a Standard Piece of Furniture, for example by specifying the desired dimensions or other modifications requested by the Customer.

1.4.5. CUSTOMER – (1) a natural person with full legal capacity, and in cases provided for by generally applicable law also a natural person with limited legal capacity; (2) a legal person; or (3) an organisational unit without legal personality, to which the law grants legal capacity – who has concluded or intends to conclude a Sales Contract with the Seller.

1.4.6. ACCOUNT – an Electronic Service, a set of resources in the IT system of the Service Provider identified by an individual email address and password provided by the Service User, in which data provided by the Service User and information about their Orders placed in the Online Shop are stored.

1.4.7. NEWSLETTER – an Electronic Service consisting of sending to an email address information about Products, new arrivals and promotions.

1.4.8. ILLEGAL CONTENT – content incompatible with the law of the European Union or the law of a Member State, to the extent compatible with EU law.

1.4.9. REVIEWS – an Electronic Service enabling Service Users to add reviews and ratings directly on the website of the Online Shop concerning Products and concluded Sales Contracts.

1.4.10. PRODUCT – a good available in the Online Shop that is the subject of a Sales Contract between the Customer and the Seller.

1.4.11. STANDARD PIECE OF FURNITURE – a Product that is a piece of furniture manufactured in standard dimensions, with a base lacquer coating and standard fittings, without any changes to the colour or made to individual order. In the case of Products available in different dimensional variants, the smallest variant available for selection in the Online Shop is referred to as the Standard Piece of Furniture.

1.4.12. TERMS AND CONDITIONS – these Terms and Conditions of the Online Shop.

1.4.13. ONLINE SHOP – the online shop of the Service Provider available at: www.rawood.pl.

1.4.14. SELLER, SERVICE PROVIDER, GUARANTOR – RAWOOD SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ with its registered office in Biała Podlaska (registered office and correspondence address: Aleja Jana Pawła II nr 1, 21-500 Biała Podlaska), entered in the Register of Entrepreneurs of the National Court Register under number KRS: 0000482016; registration court: Sąd Rejonowy Lublin Wschód w Lublinie z siedzibą w Świdniku, VI Wydział Gospodarczy Krajowego Rejestru Sądowego; share capital: PLN 25,000.00; NIP: 7962963389, REGON: 146936620, email address: info@rawood.pl and telephone number: +48 510 603 510 or +48 510 617 510.

SALES CONTRACT – a contract for the manufacture and sale of a Product concluded or being concluded between the Customer and the Seller via the Online Shop.

1.4.15. SERVICE USER – (1) a natural person with full legal capacity, and in cases provided for by generally applicable law also a natural person with limited legal capacity; (2) a legal person; or (3) an organisational unit without legal personality, to which the law grants legal capacity – who uses or intends to use an Electronic Service.

1.4.16. CONSUMER RIGHTS ACT – the Act of 30 May 2014 on consumer rights.

1.4.17. ORDER – a declaration of intent by the Customer submitted, for example, via the Order Form, aimed directly at concluding a Sales Contract for a Product with the Seller.

2.1. The following Electronic Services are available in the Online Shop: Account, Order Form, Inquiry Form, Newsletter and Reviews.

2.1.1. Account – use of the Account is possible after the Service User completes two consecutive steps: (1) completing the Registration Form and (2) clicking the “Register” button. The Registration Form requires the Service User to provide the following data: email address and password. An Account can also be created by logging in with the credentials of a selected social network (e.g. Facebook) – upon first login, the Account in the Online Shop is created. An Account can also be created by ticking the appropriate checkbox and providing a password during the placement of an Order.

2.1.1.1. The Electronic Service Account is provided free of charge for an indefinite period. The Service User may, at any time and without giving reasons, delete the Account by sending an appropriate request to the Service Provider, in particular by email to: info@rawood.pl or in writing to: Aleja Jana Pawła II nr 1, 21-500 Biała Podlaska.

2.1.2. Order Form – use of the Order Form begins when the Customer adds the first Product to the electronic shopping basket in the Online Shop. An Order is placed after the Customer completes two consecutive steps: (1) completing the Order Form and (2) clicking the “Buy and pay” button on the website of the Online Shop. Until that point, the data entered may be independently modified. The Order Form requires the Customer to provide the following data: first and last name, address, email address, contact telephone number, and details of the Sales Contract: Product(s), quantity, place and method of delivery, payment method. Customers who are not consumers are also required to provide the company name and VAT identification number (NIP).

2.1.2.1. The Electronic Service Order Form is provided free of charge and on a one-off basis; it ends upon the placement of the Order or upon earlier cessation of order placement.

2.1.3. Inquiry Form – the Inquiry Form is intended primarily to facilitate Customers submitting inquiries about the possibility of manufacturing a Product that is not a Standard Piece of Furniture. Use of the Inquiry Form requires two consecutive steps: (1) completing the Inquiry Form available by clicking “Order to measure” on the Product page or in the “Made-to-order furniture” tab, and (2) clicking “Send”. The form requires: first and last name, email address, telephone number and the content of the inquiry.

2.1.3.1. The Electronic Service Inquiry Form is provided free of charge and on a one-off basis; it ends upon the submission of the inquiry.

2.1.4. Newsletter – use of the Newsletter requires consent to receive the Newsletter (e.g. by ticking the appropriate checkbox) and – where the Seller applies a subscription confirmation mechanism – clicking the confirmation link sent to the provided email address. Signing up for the Newsletter is voluntary and independent of creating an Account or placing an Order.

2.1.4.1. The Electronic Service Newsletter is provided free of charge for an indefinite period. The Service User may, at any time and without giving reasons, unsubscribe from the Newsletter by sending an appropriate request to the Service Provider, in particular by email to: info@rawood.pl or in writing to: Aleja Jana Pawła II nr 1, 21-500 Biała Podlaska.

2.1.5. Reviews – adding a review is possible after the Service User completes three consecutive steps: (1) navigating to the reviews tab on the page of the chosen Product, (2) entering their name, email address, review text and selecting a graphic rating, and (3) clicking “Send” – at which point the review is submitted for verification by the Service Provider. The publication of a review or rating on the website of the Online Shop requires prior approval by the Service Provider. The Service User is obliged to provide only reliable and truthful information. Publishing offensive, defamatory or factually inaccurate reviews is prohibited.

2.1.5.1. The Electronic Service Reviews is provided free of charge and on a one-off basis; it ends upon the addition of the review or upon earlier cessation of use.

2.2. Technical requirements necessary for use of the IT system used by the Service Provider: (1) a computer, laptop or other multimedia device with internet access; (2) access to email; (3) a current version of a web browser: Mozilla Firefox, Opera, Google Chrome, Safari or Microsoft Edge; (4) cookies and JavaScript enabled in the web browser.

2.3. The Service User is obliged to use the Online Shop in a manner consistent with the law and good customs, with respect for personal rights and intellectual property rights of the Service Provider and third parties. The Service User is obliged to provide accurate data. Providing unlawful content, including Illegal Content, is prohibited.

2.4. The complaints procedure for Electronic Services is set out in section 6 of the Terms and Conditions.

3.1. The conclusion of a Sales Contract between the Customer and the Seller takes place after the Customer has previously placed an Order via the Order Form in the Online Shop in accordance with section 2.1.2 of the Terms and Conditions.

3.2. The price of the Product or remuneration for the Product displayed on the website of the Online Shop is given in Polish zloty and includes taxes. The Customer is informed on the pages of the Online Shop, including during the placement of the Order and at the time of expressing their intention to be bound by the Sales Contract, of the total price or remuneration including taxes, delivery costs (including transport, delivery or postal fees) and other costs.

3.3. Procedure for concluding a Sales Contract in the Online Shop via the Order Form:

3.3.1. The conclusion of a Sales Contract between the Customer and the Seller takes place after the Customer has previously placed an Order in the Online Shop in accordance with section 2.1.2 of the Terms and Conditions.

3.3.2. After the Order is placed, the Seller promptly confirms receipt and simultaneously accepts the Order for processing. Confirmation is sent by email to the address provided during Order placement and contains at least the Seller’s declarations of receipt and acceptance of the Order and confirmation of the conclusion of the Sales Contract. The Sales Contract is concluded upon the Customer’s receipt of the above email.

3.4. The recording, securing and making available to the Customer of the content of the Sales Contract takes place by (1) making these Terms and Conditions available on the website of the Online Shop and (2) sending the Customer the email referred to in section 3.3.2 of the Terms and Conditions. The content of the Sales Contract is additionally recorded and secured in the IT system of the Seller’s Online Shop.

3.5. The conclusion of a Sales Contract, especially where the Customer is interested in a Product that is not a Standard Piece of Furniture available on the website of the Online Shop, may also take place without the use of the Order Form, on the basis of a request for quotation, which the Customer may submit to the Seller by telephone, email or using the Inquiry Form in accordance with section 2.1.3 of the Terms and Conditions. In such a case, the Sales Contract is concluded by way of offer, i.e. upon the Customer’s acceptance of the offer, or if negotiations are conducted, when the Customer and the Seller reach agreement on all the terms subject to negotiation. The Seller prepares the offer on the basis of individual arrangements with the Customer regarding the specifications of the Product. The remaining provisions of these Terms and Conditions apply and are delivered to the Customer together with the offer.

3.6. The Products available in the Online Shop include in particular furniture made from solid wood. The Seller notes that wood is a natural material and therefore minor irregularities, grain patterns and colour variations may occur. Additionally, wood as a material is susceptible to various atmospheric factors (humidity, sunlight, temperature differences), which may cause minor changes in shape and dimensions. Different grades of wood are also used in furniture production, differing for example in the permissible knot diameter.

3.7. The Seller makes every effort to ensure that the photographs of Products presented in the Online Shop are accurate and consistent with the actual state of the product. As the colour of the Product visible in a photograph is captured under specific lighting conditions, its shade may be perceived differently under other conditions, e.g. in the home lighting used on a daily basis by a given Customer. To help the Customer match the Product to their expectations, the Seller makes it possible on the website of the Online Shop to order wood colour samples. The Seller recommends that in case of doubt, the Customer should, before purchasing a given Product, use this option and order wood colour samples. The provision of colour samples is purely for guidance purposes.

3.8. Detailed information on the characteristics of the Product, including the grade of wood from which it is made, is provided by the Seller on the website of the Online Shop in the description of the given Product. Additionally, characteristics of the furniture manufactured by the Seller, including a description of the available wood grades, are provided in the relevant information tabs on the website of the Online Shop (under “Colours”, “Care”, “Solid Wood” and “What we make from”). The information available in these tabs is supplementary to the Product description and applies to all Products. The Customer is requested to review this information each time before deciding to place an Order and conclude a Sales Contract.

4.1. The Seller makes available to the Customer the following payment methods under the Sales Contract:

4.1.1. Payment by bank transfer to the Seller’s bank account.

4.1.2. Electronic payments and credit card payments via Przelewy24.pl and PayPal.com – the currently available payment methods are specified on the website of the Online Shop and at https://www.przelewy24.pl/ and https://www.paypal.com/pl.

4.1.2.1. Settlement of transactions by electronic payment or credit card is carried out, according to the Customer’s choice, via Przelewy24.pl or PayPal.com. Electronic payment or credit card processing is handled by:

4.1.2.1.1. Przelewy24.pl – PayPro S.A. with its registered office in Poznań (address: ul. Pastelowa 8, 60-198 Poznań), KRS 0000347935; NIP 7792369887, REGON 301345068.

4.1.2.1.2. PayPal.com – PayPal (Europe) S.à r.l. & Cie, S.C.A., 5th floor 22–24 Boulevard Royal, L-2449, Luxembourg.

4.2. Split payment (advance payment + top-up): The Seller offers split payment in the form of 60% of the price as an advance payment due upon Order placement and 40% of the price as a top-up payment due before dispatch of the Product (or – if otherwise agreed – before its handover to the Customer). The detailed terms and deadlines for the top-up payment are set out in sections 4.4.2–4.4.3 of the Terms and Conditions.

4.2.1. Cash on delivery (COD). If the Customer chooses cash on delivery, an additional handling fee of PLN 50 will be added to the Order.

4.3. Instalment payment – the Customer may use the instalment payment option available through Przelewy24.pl (e.g. mRaty or bank instalments), subject to the current availability of this method in the Online Shop and the terms and decision of the financing entity. The Seller is not a party to the credit/financing agreement concluded by the Customer with the financing entity.

4.4. Payment deadlines:

4.4.1. If the Customer chooses payment by bank transfer, electronic payment or credit card, the Customer is obliged to make the payment within 7 calendar days from the date of conclusion of the Sales Contract.

4.4.2. In the case of split payment, if the Seller calls upon the Customer to pay the remaining portion of the price, the Customer is obliged to make this payment within 7 calendar days from the date of receipt of the electronic payment request. Failure to pay within this period may result in a delay in delivery.

4.4.3. If the Customer fails to make the payment referred to in section 4.4.2 despite an additional request and the setting of an additional 7-day period, the Seller may suspend the processing of the Order and subsequently withdraw from the unperformed part of the Sales Contract. This provision does not affect consumer rights under mandatory provisions of law.

5.1. The method, deadline and cost of delivery of the Product are determined depending on the manner of conclusion of the Sales Contract.

5.1.1. In the case of Orders placed in the Online Shop via the Order Form (in particular concerning Standard Pieces of Furniture), the Customer is informed of the available delivery methods and delivery costs no later than during the placement of the Order and before the conclusion of the Sales Contract.

5.1.2. In the case of Sales Contracts concluded by way of offer (in particular concerning Products that are not Standard Pieces of Furniture / individual orders), the delivery method, deadline and cost are agreed individually between the Customer and the Seller before the conclusion of the Sales Contract.

5.2. The following section presents the standard delivery methods and deadlines, which apply in the absence of other arrangements between the Customer and the Seller.

5.3. The delivery deadline consists of the Seller’s order processing time, which depends on the type of Product and the complexity of its production process, and the transport time, which depends on the delivery address and the chosen delivery method. Detailed information is available on the website of the Online Shop under “Processing time” and “Transport”.

5.4. The Seller’s Order processing time is a maximum of up to 25 weeks, unless the Sales Contract provides otherwise. In the case of an Order comprising Products with different processing times, the processing time is the longest stated time, which may not exceed 25 weeks. The processing period begins on the day of payment by the Customer. Payment is deemed to have been made on the day the Seller’s bank or settlement account is credited.

5.4.1. The Seller may inform the Customer of a change in the Order processing time for important reasons beyond the Seller’s control, in particular: delays in the delivery of raw materials, force majeure events, breakdowns, supply chain disruptions, carrier strikes, acts of force majeure. In such a case, the Seller immediately provides the Customer with the new estimated processing deadline.

5.4.2. If the Seller is delayed in processing the Order, the Customer may set the Seller a reasonable additional deadline. After the fruitless expiry of the additional period, the Customer may withdraw from the unperformed part of the Sales Contract, subject to exceptions under mandatory provisions of law.

5.5. Delivery of the Product to the Customer is chargeable, unless the Sales Contract provides otherwise. Delivery costs are indicated to the Customer on the pages of the Online Shop in the delivery information tab and during the placement of the Order.

5.6. The Seller delivers the Product through a transport company of its own choosing. The Seller makes available to the Customer the following delivery methods:

5.6.1. Standard transport (up to 5 Business Days).

5.6.1.1. Standard transport covers delivery and unloading of the consignment at the address provided by the Customer, excluding carrying into the premises or up to a floor of the building where the Customer’s premises are located. The Customer may use the additionally chargeable carry-in service. When choosing the carry-in service, the Customer is obliged to ensure that standard pedestrian access routes enabling the carry-in service are available at the given address.

5.6.1.2. Delivery with carry-in is subject to confirmation of feasibility by the Seller/Carrier. The Seller reserves the right to refuse carry-in where, due to the technical conditions of the delivery location, the dimensions/weight of the furniture item, access restrictions, lack of safe carry-in possibility or limitations on the part of the carrier, carry-in may be impossible.

5.6.1.3. If delivery with carry-in proves impossible to carry out, the Order will be delivered without carry-in, and the Seller will refund the Customer the difference between the price of delivery with carry-in and without carry-in – within 14 days from the date of delivery.

5.6.2. Transport with carry-in (up to 15 Business Days).

5.6.3. Transport with carry-in and assembly (up to 20 Business Days).

5.7. The transport period begins on the day the Seller completes the Order processing period.

5.8. The indicated delivery methods may not be available for all Products at the same time, depending on the type of Product. Current information on available delivery methods is provided no later than during Order placement. For additional services (carry-in, assembly), the delivery deadline may require individual arrangement if this follows from logistical conditions or crew availability.

5.9. Personal collection of the Product by the Customer is possible following individual arrangements with the Seller regarding the place and time of collection.

5.10. Complaints regarding transport damage or loss:

5.10.1. The Seller requests that the Customer check the condition of the consignment upon delivery and, if any signs of damage are found, immediately raise objections with the carrier and request the preparation of a damage report.

5.10.2. If, after delivery of the consignment, damage or loss not externally visible at the time of receipt is discovered, the Customer may request the transport company to prepare a damage report immediately upon discovery, but no later than within 7 days from the date of receipt of the consignment.

5.10.3. The damage report forms the basis for a complaint to the carrier for transport damage or loss. We also recommend documenting the damage photographically (including the packaging).

5.10.4. Failure to comply with the recommendations regarding the damage report may hinder the pursuit of claims against the carrier, but does not exclude or limit the Seller’s statutory liability for non-conformity of the Product with the Sales Contract.

5.10.5. The Customer’s primary obligation under the Sales Contract is to pay the price and collect the Product from the Seller. Failure to fulfil this obligation may result in the Customer’s liability and entitle the Seller to seek compensation for damages incurred (including, for example, the costs of an uncollected consignment) under the general principles of the Civil Code.

6.1. This section 6 of the Terms and Conditions sets out the complaints procedure common to all complaints submitted to the Seller, in particular complaints concerning Products, Sales Contracts, Electronic Services and other complaints related to the activity of the Seller or the Online Shop.

6.2. A complaint may be submitted in writing to the address: Aleja Jana Pawła II nr 1, 21-500 Biała Podlaska; or electronically by email to: info@rawood.pl.

6.3. The Seller makes available a complaints form to facilitate the submission of complaints. The form is available at: https://rawood.pl/wp-content/uploads/2026/02/Formularz_reklamacyjny_RaWood_V6.pdf

6.4. To streamline the process, the Customer should provide the Seller with photographic documentation of the damage (including packaging) and the Order number.

6.5. The dispatch or return of a Product in the context of a complaint may take place to the address: ul. Długa 2, 21-500 Biała Podlaska.

6.6. It is recommended that the complaint description include: (1) information and circumstances relating to the subject of the complaint, in particular the type and date of occurrence of the irregularity or non-conformity; (2) the requested remedy or a statement regarding a price reduction, withdrawal from the contract or other claim; and (3) the contact details of the person submitting the complaint. These requirements are in the form of a recommendation only and do not affect the validity of complaints submitted without the recommended description.

6.7. If the contact details of the person submitting the complaint change during the complaints procedure, they are obliged to notify the Seller accordingly.

6.8. Evidence (e.g. photographs, recordings or the Product) may be attached to the complaint. The Seller may also request additional information or evidence if this would facilitate and expedite the handling of the complaint.

6.9. The Seller will respond to the complaint promptly, no later than within 14 calendar days from the date of receipt.

6.10. The basis and scope of the Seller’s statutory liability are governed by generally applicable provisions of law, in particular the Civil Code, the Consumer Rights Act and the Act on the provision of electronic services of 18 July 2002. Additional information on the Seller’s statutory liability for the conformity of the Product with the Sales Contract is set out below:

6.10.1. In the case of complaints regarding Products purchased by the Customer under a Sales Contract concluded with the Seller on or before 31 December 2022, the provisions of the Civil Code as in force until 31 December 2022 apply, in particular Articles 556–576 of the Civil Code (warranty for defects).

6.10.2. In the case of complaints regarding Products purchased by the Customer under a Sales Contract concluded with the Seller from 1 January 2023, the provisions of the Consumer Rights Act as in force from 1 January 2023 apply, in particular Articles 43a–43g of the Consumer Rights Act (non-conformity of the Product with the Sales Contract).

6.11. In addition to statutory liability, a guarantee may be granted for the Product – this is contractual (additional) liability and may be relied upon where the given Product is covered by a guarantee. The detailed terms of guarantee liability are set out in section 7 of the Terms and Conditions. The Seller notes that in the event of non-conformity of the Product with the contract, the Customer is entitled by law to remedies from and at the cost of the Seller, and that the guarantee does not affect these remedies.

6.12. The provisions concerning consumers contained in section 6.9 of the Terms and Conditions also apply to a Customer who is a natural person concluding a contract directly related to their business activity, where the content of the contract indicates that it does not have a professional character for that person.

7.1. This section 7 of the Terms and Conditions sets out the conditions of the Guarantor’s liability under the warranty granted for the Product.

7.2. The warranty covers all Products available in the Online Shop for which warranty information has been indicated with a reference to these Terms and Conditions.

7.3. This warranty is directed to and therefore binding only upon a Customer who is a consumer and has concluded a Sales Contract with the Guarantor.

7.4. Warranty complaints may be submitted to the Guarantor in a manner analogous to the complaints procedure set out in section 6 of the Terms and Conditions.

7.5. The Guarantor’s liability under the warranty covers manufacturing and material defects that existed or arose from causes inherent in the sold Product at the time of its handover to the Customer and were reported to the Guarantor before the expiry of the warranty period.

7.6. The warranty period is 2 years and is calculated from the date of delivery of the Product to the Customer by the Guarantor.

7.7. Under the warranty granted, the Guarantor shall be obliged to repair or replace the Product on terms no less favourable to the Customer than those set out in Article 43d of the Consumer Rights Act.

7.8. The Customer submitting a warranty complaint may request repair or replacement of the Product. The Guarantor may carry out a replacement where the Customer requests repair, or carry out a repair where the Customer requests replacement, if performing the remedy chosen by the Customer is impossible or would require excessive costs for the Guarantor. The Guarantor carries out the repair or replacement within a reasonable time and without significant inconvenience to the Customer; the costs of repair or replacement, including postage, transport, labour and materials, are borne by the Guarantor.

7.9. The Guarantor’s warranty liability does not cover:
a) mechanical damage arising after the Product was handed over to the Customer, including cracks, scratches, chips and breakages;
b) damage or changes arising from use of the Product under conditions not meeting the Guarantor’s recommendations, in particular at air humidity below 45% or above 60% and at temperatures outside the range of +18°C to +28°C;
c) damage or changes arising from external factors, including flooding, fire, excessive sunlight or prolonged UV exposure, proximity to heat sources (radiators, fireplaces, cookers – minimum distance 1 m) and the effects of chemical agents;
d) natural changes in the colour and structure of wood under the influence of light and the passage of time, which are a property of the natural material and do not constitute a product defect;
e) natural characteristics of solid wood, such as knots, differences in grain and shade, which are an inherent property of the material;
f) damage arising from improper use, storage, cleaning or maintenance of the Product, including the use of aggressive detergents, caustic, abrasive substances or solvents, as well as cleaning with steam (steam cleaners);
g) damage arising from repairs or interference with the structure of the Product carried out by third parties not authorised by the Guarantor;
h) damage arising from assembly or use contrary to the enclosed assembly and operating instructions.

Detailed principles of proper use, storage and maintenance of Products are available on the website of the Online Shop at https://rawood.pl/konserwacja/ The Customer is requested to review these principles before using the Product.

7.10. The warranty is valid in the territory of the Republic of Poland and the European Union.

7.11. In the event of non-conformity of the Product with the contract, the Customer is entitled by law to remedies from and at the cost of the Guarantor. The warranty does not affect these remedies, and in particular does not exclude, limit or suspend the Customer’s rights arising from the provisions on non-conformity of the Product with the contract.

7.12. The provisions concerning consumers contained in this section 7 of the Terms and Conditions also apply to a Customer who is a natural person concluding a contract directly related to their business activity, where the content of the contract indicates that it does not have a professional character for that person.

8.1. Methods of resolving disputes without the involvement of a court include in particular (1) bringing the parties’ positions closer together, e.g. through mediation; (2) proposing a solution to the dispute, e.g. through conciliation; and (3) resolving the dispute and imposing a solution on the parties, e.g. through arbitration. Detailed information on the possibility for a Customer who is a consumer to use out-of-court methods of handling complaints and pursuing claims, the principles of access to these procedures and a user-friendly search engine for entities dealing with amicable dispute resolution are available on the website of the Office of Competition and Consumer Protection (UOKiK) at https://polubowne.uokik.gov.pl/.

8.2. Detailed information on out-of-court methods of resolving consumer disputes (ADR), including contact details and the current list of authorised entities, is available on the UOKiK website: https://polubowne.uokik.gov.pl/

8.3. The consumer may in particular use ADR by submitting an application to the appropriate ADR entity indicated in the UOKiK search engine or by seeking assistance from a consumer ombudsman.

8.4. At https://ec.europa.eu/odr, the platform for the online resolution of disputes between consumers and traders at EU level (ODR platform) is available. The ODR platform is an interactive and multilingual website providing a one-stop-shop for consumers and traders seeking to resolve out-of-court disputes arising from online sales or service contracts.

9.1. The right of withdrawal referred to in this section 9 of the Terms and Conditions is not available to the consumer in respect of contracts referred to in Article 38 of the Consumer Rights Act, in particular Sales Contracts the subject of which is a Product that is not prefabricated, manufactured to the specifications of the consumer or intended to meet their individual needs (e.g. a Product that is not a Standard Piece of Furniture).

9.2. Subject to the exclusions set out in sections 9.1 and 9.11 of the Terms and Conditions, a consumer who has concluded a distance contract may withdraw from it within 14 calendar days without giving reasons and without incurring costs, with the exception of the costs specified in section 9.10 of the Terms and Conditions. It is sufficient to send the withdrawal statement before the deadline expires. The withdrawal statement may be submitted, for example:

9.2.1. in writing to the address: Aleja Jana Pawła II nr 1, 21-500 Biała Podlaska;

9.2.2. electronically by email to: info@rawood.pl.

9.3. Return of the Product in the context of withdrawal may take place to the address: ul. Długa 2, 21-500 Biała Podlaska.

9.4. A model withdrawal form is contained in Annex No. 2 to the Consumer Rights Act and is additionally available in section 14 of the Terms and Conditions. The consumer may use the model form but is not obliged to do so.

9.5. The period for withdrawal from the contract begins:

9.5.1. for a contract under which the Seller delivers the Product, being obliged to transfer ownership thereof – from the date on which the consumer or a third party designated by them, other than the carrier, takes possession of the Product; in the case of a contract that (1) covers multiple Products delivered separately, in batches or in parts – from the date of taking possession of the last Product, batch or part; or (2) consists of the regular delivery of Products for a specified period – from the date of taking possession of the first Product;

9.5.2. for other contracts – from the date of conclusion of the contract.

9.6. In the event of withdrawal from a distance contract, the contract is deemed not to have been concluded.

9.7. The Seller is obliged to reimburse the consumer promptly, no later than within 14 calendar days from the date of receipt of the consumer’s withdrawal statement, for all payments made by the consumer, including delivery costs (with the exception of additional costs arising from the consumer’s choice of a delivery method other than the cheapest standard delivery method available in the Online Shop). The Seller reimburses the payment using the same payment method used by the consumer, unless the consumer has expressly agreed to a different refund method that is free of charge for them. If the Seller has not offered to collect the Product from the consumer, the Seller may withhold the refund until the Product is received back or the consumer provides proof of its return, whichever occurs first.

9.8. The consumer is obliged to return the Product to the Seller or hand it over to a person authorised by the Seller to collect it promptly, no later than within 14 calendar days from the date of withdrawal, unless the Seller has offered to collect the Product. It is sufficient to send the Product before the deadline expires.

9.9. The consumer is responsible for any diminution in the value of the Product resulting from handling it in a manner beyond that which is necessary to establish the nature, characteristics and functioning of the Product.

9.10. Possible costs of withdrawal that the consumer is required to bear:

9.10.1. If the consumer chose a delivery method other than the cheapest standard delivery method available in the Online Shop, the Seller is not obliged to reimburse the consumer for the additional costs incurred.

9.10.2. The consumer bears the direct costs of returning the Product. For Products that cannot be returned by standard post (e.g. oversized consignments), the consumer may incur higher return costs, as illustrated by the sample price list of one carrier at: https://www.sendit.pl/cennik/cenniki-krajowe/fedex.

9.10.3. In the case of a Product – a service whose performance began, at the consumer’s explicit request, before the withdrawal period expired, the consumer who exercises the right of withdrawal after making such a request is obliged to pay for the services rendered until the time of withdrawal. The amount payable is calculated in proportion to the extent of the service rendered, taking into account the price or remuneration agreed in the contract.

9.11. The right of withdrawal from a distance contract is not available to the consumer for:

9.11.1. Products manufactured to the consumer’s specification, customised to their requirements or intended to meet their individualised needs (e.g. a Product that is not a Standard Piece of Furniture / made-to-measure furniture);

9.11.2. services where the Seller has performed the service in full with the consumer’s explicit and prior consent and after informing them of the loss of the right of withdrawal.

9.12. The provisions concerning consumers contained in this section 9 of the Terms and Conditions apply, for contracts concluded from 1 January 2021, also to a Service User or Customer who is a natural person concluding a contract directly related to their business activity, where the content of the contract indicates that it does not have a professional character for that person.

10.1. This section 10 of the Terms and Conditions and all provisions contained therein are addressed to and therefore binding only upon a Customer or Service User who is not a consumer. Furthermore, from 1 January 2021 and for contracts concluded from that date, this section and all provisions contained therein are not addressed to and therefore not binding upon a Customer or Service User who is a natural person concluding a contract directly related to their business activity, where the content of the contract indicates that it does not have a professional character for that person, unless the application of the provisions of this section to such persons is not prohibited.

10.2. The Seller has the right to withdraw from the Sales Contract within 14 calendar days from the date of its conclusion. Such withdrawal may take place without giving reasons and does not give rise to any claims by the Customer against the Seller.

10.3. The Seller’s liability for defects in the Product or non-conformity of the Product with the Sales Contract is excluded.

10.4. The Seller will respond to complaints within 30 calendar days from the date of receipt.

10.5. The Seller has the right to limit the available payment methods, including requiring full or partial prepayment, regardless of the payment method chosen by the Customer and the fact of concluding the Sales Contract.

10.6. The Service Provider may terminate the contract for the provision of an Electronic Service with immediate effect and without giving reasons by sending the Service User an appropriate statement.

10.7. The liability of the Service Provider/Seller towards the Service User/Customer, regardless of its legal basis, is limited – both in the context of a single claim and all claims in aggregate – to the amount of the price paid and delivery costs under the Sales Contract, but not more than one thousand zloty. The Service Provider/Seller is only liable to the Service User/Customer for typical damages foreseeable at the time of conclusion of the contract and is not liable for lost profits or for delays in the transport of consignments.

10.8. All disputes arising between the Seller/Service Provider and the Customer/Service User are submitted to the court having jurisdiction over the registered office of the Seller/Service Provider.

11.1. The Seller enables its Customers to submit and access reviews of Products and the Online Shop in accordance with the principles set out in this section of the Terms and Conditions.

11.2. A review may be submitted by a Customer using a form enabling the addition of a review of a Product or the Online Shop. This form may be made available directly on the website of the Online Shop (including via an external widget) or may be made available via an individual link sent to the Customer after a purchase to the email address provided by them. When adding a review, the Service User may also add a graphic rating or a photograph of the Product – if such an option is available in the review form.

11.3. A review of a Product may only be submitted for Products actually purchased in the Seller’s Online Shop and only by the Customer who made the purchase. Concluding fictitious or sham Sales Contracts for the purpose of submitting a review is prohibited. A review of the Online Shop may be submitted by any person who is a Customer of the Online Shop.

11.4. The submission of reviews by Customers must not be used for unlawful activities, in particular activities constituting an act of unfair competition or infringing upon personal rights, intellectual property rights or other rights of the Seller or third parties. The Customer is obliged to act in accordance with the law, these Terms and Conditions and good customs when submitting a review.

11.5. Reviews may be published directly on the website of the Online Shop (e.g. alongside the given Product) or on an external review platform with which the Seller cooperates and to which it directs users on the website of the Online Shop (including via an external widget).

11.6. The Seller ensures that published Product reviews come from its Customers who purchased the given Product. To this end, the Seller takes the following measures to verify whether reviews come from its Customers:

11.6.1. The publication of a review submitted via a form available directly on the website of the Online Shop requires prior verification by the Service Provider. Verification consists of checking whether the review is consistent with the Terms and Conditions, in particular whether the person submitting the review is a Customer of the Online Shop and has purchased the reviewed Product. Verification takes place without undue delay.

11.6.2. The Seller sends its Customers (including via an external review platform with which it cooperates) an individual link to the email address provided during the purchase – in this way, only the Customer who made the purchase receives access to the review form.

11.6.3. In the event of doubts or objections raised to the Seller by other Customers or third parties as to whether a review comes from a Customer or whether a given Customer purchased the given Product, the Seller reserves the right to contact the author of the review to clarify and confirm this.

11.7. Any comments, appeals against the verification of reviews or objections as to whether a review comes from a Customer or whether a Customer purchased the given Product may be submitted in a manner analogous to the complaints procedure set out in section 6 of the Terms and Conditions.

11.8. The Customer acknowledges that the Seller/Manufacturer may use projects, concepts, technical drawings, visualisations, construction solutions and designs (in whole or in part) developed in the course of fulfilling the Order for design, commercial and promotional purposes, including in particular for the creation and development of the Online Shop’s product offering.

11.9. The use referred to above does not include the disclosure of the Customer’s personal data or confidential information provided by the Customer (e.g. address data, contact details, individual price arrangements), unless the Customer gives separate, explicit consent.

11.10. By sending the Seller/Manufacturer any photographs, videos or other materials depicting RaWood products (in particular photographs of delivered furniture taken by the Customer after delivery), the Customer declares that they hold the rights to these materials to the extent permitting their further use by the Seller/Manufacturer and that these materials do not infringe the rights of third parties.

11.11. The Customer grants the Seller/Manufacturer a free, non-exclusive licence (with the right to grant sub-licences to entities cooperating in the marketing, sales and operation of the Online Shop) to use the submitted materials for promotional, commercial, informational and design purposes, including in particular: publication in the Online Shop and its language versions, on product pages, in portfolio/realisations, on social media, in advertising and printed materials, in marketing campaigns and in catalogues.

11.12. If the submitted materials contain the image of a person, address data or other identifying information, the Customer declares that they hold the consents of the persons concerned to the extent enabling publication of the materials by the Seller/Manufacturer in accordance with the Terms and Conditions.

12.1. This section of the Terms and Conditions contains provisions arising from the Digital Services Act as it relates to the Online Shop and the Service Provider. The Service User is in principle not obliged to provide content when using the Online Shop, unless the Terms and Conditions require the provision of specific data (e.g. data for placing an Order). The Service User may have the option of adding a review or comment in the Online Shop using the tools made available for that purpose by the Service Provider. In any case of content provision by the Service User, they are obliged to comply with the principles contained in the Terms and Conditions.

12.2. CONTACT POINT – the Service Provider designates the email address info@rawood.pl as the single point of contact. The contact point enables direct communication between the Service Provider and the authorities of the Member States, the European Commission and the Board for Digital Services, and also enables direct, fast and user-friendly electronic communication between service recipients (including Service Users) and the Service Provider for the purposes of applying the Digital Services Act. The Service Provider indicates Polish and English as the languages for communication with its contact point.

12.3. Procedure for reporting Illegal Content and action in accordance with Article 16 of the Digital Services Act:

12.3.1. Any person or entity may notify the Service Provider at info@rawood.pl of the presence of specific information that they consider to constitute Illegal Content.

12.3.2. The notification should be sufficiently precise and adequately justified. To this end, the Service Provider enables and facilitates the submission of notifications to the above email address containing all of the following elements: (1) a sufficiently justified explanation of the reasons for which the person or entity considers the notified information to constitute Illegal Content; (2) a clear indication of the precise electronic location of the information, such as the exact URL or exact URLs; (3) the name and email address of the notifying person or entity (except in the case of a notification relating to information considered to involve one of the offences referred to in Articles 3–7 of Directive 2011/93/EU); and (4) a statement confirming the good faith belief of the notifying person or entity that the information and allegations contained in the notification are accurate and complete.

12.3.3. Such a notification is deemed to give rise to actual knowledge or awareness for the purposes of Article 6 of the Digital Services Act in relation to the information concerned, if it enables the diligently acting Service Provider to establish, without detailed legal analysis, the illegal nature of the activity or information.

12.3.4. If the notification contains electronic contact details of the notifying person or entity, the Service Provider without undue delay sends that person or entity confirmation of receipt and notifies them of its decision regarding the information concerned, including information on the possibilities of appeal.

12.3.5. The Service Provider handles all notifications received and takes decisions regarding the information concerned in a timely, non-arbitrary and objective manner and with due diligence.

12.4. Information on the restrictions imposed by the Service Provider in connection with the use of the Online Shop with respect to information provided by Service Users:

12.4.1. The Service User is subject to the following rules when providing any content in the Online Shop:

12.4.1.1. the obligation to use the Online Shop, including the submission of content (e.g. reviews or comments), in accordance with its purpose, these Terms and Conditions, and in a manner consistent with the law and good customs, with respect for personal rights and intellectual property rights of the Service Provider and third parties;

12.4.1.2. the obligation to provide content consistent with the facts and in a non-misleading manner;

12.4.1.3. prohibition on providing unlawful content, including the prohibition on providing Illegal Content;

12.4.1.4. prohibition on sending unsolicited commercial communications (spam) via the Online Shop;

12.4.1.5. prohibition on providing content that violates generally accepted principles of netiquette, including content that is vulgar or offensive;

12.4.1.6. the obligation to hold, where necessary, all required rights and permissions to provide such content on the pages of the Online Shop, in particular copyright or required licences, permits and consents for their use, distribution, sharing or publication;

12.4.1.7. the obligation to use the Online Shop in a manner that does not create a security threat to the IT system of the Service Provider, the Online Shop or third parties.

12.4.1.8. The User (including the Customer), by submitting any content to the Online Shop/Seller, declares that they hold the necessary rights thereto (including copyright) and the required consents of third parties (in particular consent to the dissemination of their image), to the extent enabling publication of the content by the Seller. Submission of content simultaneously constitutes the granting of a licence to the Seller on the terms set out in section 11.9 of the Terms and Conditions, provided that such content depicts RaWood products or relates to products/services offered by the Online Shop.

12.4.2. The Service Provider reserves the right to moderate content provided by Service Users on the website of the Online Shop. Moderation is carried out in good faith and with due diligence, on the Service Provider’s own initiative or upon receipt of a report, for the purpose of detecting, identifying and removing Illegal Content or other content contrary to the Terms and Conditions, or preventing access thereto, or taking the necessary measures to comply with the requirements of European Union law and national law consistent with European Union law, including the requirements set out in the Digital Services Act and those contained in the Terms and Conditions.

12.4.3. The moderation process may be carried out manually by a human or on the basis of automated or partially automated tools facilitating the Service Provider’s identification of Illegal Content or other content contrary to the Terms and Conditions. Upon identifying such content, the Service Provider takes a decision as to the possible removal of the content or prevention of access thereto, or otherwise restricts its visibility, or takes other action it deems necessary (e.g. contacts the Service User to clarify objections and change the content). The Service Provider will inform the Service User who provided the content (where their contact details are available) clearly and in an easily understandable manner of its decision, the reasons for it and the available options for appeal.

12.4.4. The Service Provider, in exercising its rights and obligations under the Digital Services Act, is obliged to act with due diligence, in an objective and proportionate manner and with due regard for the rights and legitimate interests of all parties involved, including service recipients, in particular taking into account the rights enshrined in the Charter of Fundamental Rights of the European Union, such as freedom of expression, freedom and pluralism of the media and other fundamental rights and freedoms. The Service Provider takes into account the terms of use of the Online Shop and these Terms and Conditions when performing moderation.

12.5. Any comments, complaints, appeals or objections concerning decisions or other actions or omissions of the Service Provider on the basis of a received notification or a decision taken in accordance with these Terms and Conditions may be submitted in a manner analogous to the complaints procedure set out in section 6 of the Terms and Conditions. Use of this procedure is free of charge.

12.6. The Service Provider handles all comments, complaints, appeals or objections concerning its decisions or other actions or omissions in a timely, non-discriminatory, objective and non-arbitrary manner.

12.7. Service Users, persons or entities who have reported Illegal Content and to whom the Service Provider’s decisions concerning Illegal Content or content contrary to the Terms and Conditions are addressed have the right to choose any out-of-court dispute resolution body certified by a digital services coordinator of a Member State to resolve disputes concerning those decisions.

13.1. Contracts concluded via the Online Shop are concluded in the Polish language.

13.2. Copyright and intellectual property rights to the Online Shop as a whole and to its individual elements, including photographs and Product descriptions, content, graphics, works, designs and marks available within it, belong to the Service Provider or other authorised third parties and are protected by copyright law and other generally applicable provisions of law. Unlawful dissemination of the Service Provider’s works may give rise to civil and criminal liability under copyright law.

13.3. Amendments to the Terms and Conditions:

13.3.1. The Service Provider reserves the right to amend these Terms and Conditions for important reasons, namely: changes to legal provisions; changes to payment or delivery methods or deadlines; being subject to a legal or regulatory obligation; changes to the scope or form of Electronic Services provided; the addition of new Electronic Services; the need to counteract an unforeseen and immediate threat to the security of the Online Shop, including Electronic Services and Service Users/Customers against fraud, malware, spam, data breaches or other cybersecurity threats – to the extent that these changes affect the implementation of the provisions of these Terms and Conditions.

13.3.2. Notification of proposed changes is sent at least 15 days before the date of their entry into force, subject to the proviso that a change may be introduced without observing the 15-day notification period if the Service Provider: (1) is subject to a legal or regulatory obligation requiring it to amend the Terms and Conditions in a manner that makes it impossible to observe the 15-day notification period; or (2) must exceptionally amend its Terms and Conditions to counteract an unforeseen and immediate threat to the security of the Online Shop. In these last two cases, changes take effect immediately, unless a longer period is possible or necessary.

13.3.3. In the case of continuing contracts (e.g. provision of the Electronic Service – Account), the Service User has the right to terminate the contract with the Service Provider before the expiry of the notification period. Such termination becomes effective within 15 days from the date of receipt of the notification. Where a continuing contract has been concluded, the amended Terms and Conditions are binding on the Service User if they were duly notified of the changes within the notification period before their introduction and did not terminate the contract during that period. In the case of contracts of a non-continuing nature, amendments to the Terms and Conditions will in no way affect the rights acquired by the Service User before the date of entry into force of the amendments.

13.3.4. In the event that an amendment to the Terms and Conditions results in the introduction of any new fees or the increase of existing fees, the consumer has the right to withdraw from the contract.

13.4. Matters not regulated in these Terms and Conditions are governed by generally applicable provisions of Polish law, in particular the Civil Code; the Act on the provision of electronic services of 18 July 2002; the Consumer Rights Act; and other applicable generally binding provisions of law.

13.5. These Terms and Conditions do not exclude the provisions of the law of the country of the consumer’s habitual residence which cannot be excluded by contract. The Service Provider/Seller guarantees in such a case the consumer protection granted to them on the basis of provisions which cannot be excluded by contract.

(ANNEX NO. 2 TO THE CONSUMER RIGHTS ACT)

Model withdrawal form

(This form should be completed and returned only if you wish to withdraw from the contract.)

The Product should be returned to: ul. Długa 2, 21-500 Biała Podlaska.

– Addressee:

RAWOOD SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
Al. Jana Pawła II nr 1, 21-500 Biała Podlaska
rawood.eu
info@rawood.pl

– I/We (*) hereby give notice of my/our (*) withdrawal from the contract of sale of the following goods (*) / contract for the supply of the following goods (*) / contract for the performance of the following goods (*) / contract for the provision of the following service (*)

– Date of contract (*)/date of receipt (*)

– Name of consumer(s)

– Address of consumer(s)

– Signature of consumer(s) (only if this form is submitted on paper)

– Date

(*) Delete as appropriate.