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1. A Consumer and an Entrepreneur with Consumer Rights may withdraw from a distance contract without giving any reason within 14 days, subject to statutory exceptions. The Seller grants the right described in this section to every Customer who is a Consumer, regardless of the country of delivery, unless the mandatory law of the country in which the Customer is habitually resident provides more extensive protection.

2. For a contract for the sale of Goods, the period begins on the day on which the Customer or a third party designated by the Customer other than the carrier takes possession of the Goods. Where multiple Goods are delivered separately, the period begins when the last item, batch or part is taken into possession. For a contract for Digital Content, the period begins on the day the contract is concluded unless the right of withdrawal has been validly lost in accordance with § 6.

3. To exercise the right of withdrawal, it is sufficient to send the Seller an unequivocal statement before the period expires, for example by post or email. The Customer may use the form in Part IV, but this is not mandatory.

4. Following valid withdrawal from the entire contract, the Seller refunds all payments received from the Customer, including the cost of delivering the Goods to the Customer up to the cost of the least expensive standard delivery method offered for the relevant order. Any additional cost of a more expensive service selected by the Customer is not refundable.

5. The refund will be made no later than 14 days after receipt of the statement of withdrawal, using the same payment method used by the Customer unless the Customer expressly agrees to another method that does not involve any cost. In the case of the sale of Goods, the Seller may withhold the refund until the Goods are received or until proof of their return is provided, whichever occurs first.

6. The Customer should return the Goods to the Seller’s address without undue delay and no later than 14 days after withdrawal. The deadline is met if the Goods are dispatched before it expires. The Customer bears the direct cost of returning the Goods. Cash-on-delivery shipments will not be accepted unless the Seller has agreed to this return method in advance.

7. The Customer is liable for any diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The Goods may be inspected to the same extent as would be possible in a physical store.

8. The right of withdrawal does not apply to a contract for a Personalised Product, meaning non-prefabricated Goods made to the Customer’s specifications or intended to meet the Customer’s individual needs. This exclusion does not apply to a Standard Product merely because it was manufactured after purchase.

9. The right to withdraw from a paid contract for Digital Content not supplied on a tangible medium is lost once the contract has been fully performed, provided that the Seller began performance with the Customer’s prior express consent, informed the Customer before performance began that the right would be lost upon full performance, the Customer acknowledged this and the Seller provided the required confirmation on a Durable Medium.

10. The provisions of this section do not restrict any more favourable rights granted in cross-border sales by mandatory provisions of the law of the country in which the Consumer is habitually resident.

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     Conformity of Goods with the Contract and Complaints

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1. The Seller is liable to Consumers and Entrepreneurs with Consumer Rights for a lack of conformity of the Goods with the contract in accordance with the Polish Consumer Rights Act. The Seller does not provide an additional commercial guarantee unless expressly stated otherwise on the product page or in a separate document.

2. The Seller is liable for any lack of conformity existing at the time the Goods were delivered and becoming apparent within two years of that time, subject to statutory presumptions and exceptions.

3. If the Goods do not conform to the contract, the Customer may request repair or replacement. The Seller may use the other remedy or refuse to bring the Goods into conformity only in the circumstances provided by law, in particular where the selected remedy is impossible or would entail disproportionate costs.

4. Repair or replacement will be carried out within a reasonable time and without significant inconvenience. The Seller bears all costs, including postage, carriage, labour and material costs. The Customer makes the Goods available, and the Seller arranges collection at its own expense or agrees another method of transfer that does not involve any cost to the Customer.

5. The Customer may request a price reduction or withdraw from the contract in the circumstances provided by law, in particular where the Seller has refused to bring the Goods into conformity, has failed to do so properly, the lack of conformity persists or is serious, or it is clear from the circumstances that the lack of conformity will not be remedied within a reasonable time. Withdrawal is not permitted if the lack of conformity is minor.

6. A complaint may be submitted by email to flocketroll@gmail.com or by post to the Seller’s address. It is advisable to provide the name and surname or business name, order number, a description of the issue, the date on which it was identified and the remedy requested. Failure to provide this information does not invalidate the complaint if its subject matter and sender can be identified.

7. The Seller will respond to a complaint from a Consumer or an Entrepreneur with Consumer Rights within 14 days of receipt, on paper or another Durable Medium. Failure to respond within that period constitutes acceptance of the complaint where so provided by applicable law.

8. Specialist Products must be used in accordance with their description, instructions and safety rules. The Seller is not liable for the consequences of use contrary to the intended purpose or instructions to the extent that the damage does not result from a lack of conformity of the Goods with the contract, defective instructions or another circumstance for which the Seller is liable. This provision does not restrict any rights arising from mandatory law.

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     Conformity of Digital Content with the Contract and Complaints

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1. The Seller supplies Digital Content without undue delay after the contract has been concluded unless the parties agree another time. Digital Content is deemed supplied when the Customer, or a device selected by the Customer, gains access to the file or to a means suitable for downloading it.

2. Digital Content should conform to the description, type, quantity, quality, functionality, compatibility and other requirements agreed in the contract, as well as the ordinary expectations arising under applicable law. The required digital environment is specified on the product page and includes, at a minimum, a device and software capable of opening a standard PDF file.

3. For Digital Content supplied on a one-off basis, the Seller is liable for any lack of conformity existing at the time of supply and becoming apparent within two years of that time, in accordance with the Polish Consumer Rights Act.

4. If the Digital Content has not been supplied, the Customer may request that the Seller supply it. If the Seller fails to supply it without undue delay or within an additional agreed period, the Customer may withdraw from the contract. In the circumstances provided by law, withdrawal is possible without a prior request.

5. If the Digital Content does not conform to the contract, the Customer may require that it be brought into conformity. The Seller may refuse only where this is impossible or would entail disproportionate costs. The Digital Content will be brought into conformity within a reasonable time, without significant inconvenience and free of charge to the Customer.

6. The Customer may make a statement requesting a price reduction or withdrawal from the contract in the circumstances provided by law, in particular where bringing the Digital Content into conformity is impossible, the Seller has refused or failed to bring it into conformity, the lack of conformity persists or is serious, or it is clear from the circumstances that conformity will not be restored within a reasonable time. Withdrawal from a paid contract is not permitted if the lack of conformity is minor.

7. Complaints concerning Digital Content must be submitted and handled in accordance with § 9(6)–(7). To facilitate handling of the complaint, the Customer should indicate the device, operating system and PDF software used and provide any error message displayed.

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     Customers Who Are Entrepreneurs

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1. The provisions of these Terms and Conditions concerning Consumers apply to an Entrepreneur with Consumer Rights only to the extent required by mandatory provisions, in particular Chapters 4, 5a and 5b of the Polish Consumer Rights Act.

2. An Entrepreneur does not have the consumer right of withdrawal. Their rights in respect of defects in the Goods or Digital Content are governed by the provisions applicable to the relevant type of contract and any terms individually agreed with the Seller.

3. In relations with an Entrepreneur, the court having jurisdiction over the Seller’s registered office will have territorial jurisdiction to resolve disputes unless mandatory provisions provide otherwise.