Conditions of Use

4 Good morning, We are pleased that you are in the legal documents section of our Store. This means that you are a conscious customer who cares about his consumer rights and makes informed purchases.

We therefore have good news: in our Store we care not only about the quality of products and friendly service, but also about your rights when shopping online. Our documents comply with applicable regulations, in particular the latest version of the Consumer Rights Act.

Remember that if you have any questions about our rules or products offered in our online store, you can contact us. We leave no question unanswered.

• Contact phone: +48 503 726 207
• Email : [email protected]
• Address: Alcea Natura Sp. z o.o. ul. 1 Maja 117 09-310 Green

The Regulations in version 2.1 shall apply from 12.12.2024.

REGULATION OF THE WEBSITE ORGANIS.PL

1. GENERAL PROVISIONS

In the first part of the Rules of Procedure we present ourselves, write as easily as possible to contact us and discuss the most important definitions that can be found in this document.

1.1 The online shop is available at: organis.pl and its development.

1.2 The online store is run by: Alcea Natura sp. z o.o., based in Zielona at 1 Maja 117, 09-310 Zielona, KRS: 0000905617, NIP: 51102965447, REGON: 389170775, BDO: 000540298 (hereinafter: Seller).

1.3 Contact with the Online Store is possible:

• by e-mail: [email protected];
• at the phone number: +48 503 726 207 (call centre open between 8:00 and 6:00, Monday to Friday, outside public holidays);
• using a mailing address: Alcea Natura sp. z o.o., ul. 1 Maja 117, 09-310 Green;
• using a contact form or a chat available at the Online Store.

1.4 Acceptance of the Rules of Procedure is voluntary, but necessary in order to use the selected functions of the Online Store (e.g. establishing a Client Account or making a purchase).

1.5 The Terms and Conditions are made available free of charge in the Online Store in such a way as to enable Users:

• familiarise yourself with its content,
• preservation of its contents by printing or writing on an external medium, e.g. download in PDF form,
• read the current version as well as the previous ones.

1.6 DEFINITIONS. Whenever the following capital phrases are used in the following part of the Rules of Procedure, they shall be understood in the following sense, unless otherwise clearly indicated in the context of their use:

• PROMOTION ACTION– special terms and conditions for the sale of Products or the provision of services, proposed by the Seller at a certain time, which the Customer may use on the terms specified there, such as, for example, a reduction in the Price per Product or Promotion Kit, or a reduction / no cost of Shipping. Details of Promotional Action are regulated by the Promotional Action Regulations, according to information provided by the Online Store. In the event of a Promotional Action, the provisions of the Promotional Action Rules shall take precedence over the provisions of these Rules.
• BOK – The Customer Service Office of the Online Shop, which provides information on the activities conducted by the Online Store, including the products offered, or the execution of orders.
• PRICE – the amount of gross remuneration specified in PLN (including tax) due Sellers are entitled to transfer the Product to the Customer in accordance with the Sales Agreement. The price does not include delivery costs unless the terms of the Promotional Action in force at a given time in the Online Store provide otherwise.
• CLIENT – (1) a natural person; or a legal person acting by a person empowered (2); or (3) an organisational unit without legal personality, the act of which confers legal capacity; who has the full capacity to act. Where the Client is a natural person with limited legal capacity, he undertakes to obtain the legally effective consent of his legal representative to conclude the Service Contract/Agreement Sales and give such consent to any request from the Seller.
• CONSUMENT – a natural person carrying out a legal activity with an entrepreneur which is not directly related to his or her business or profession, within the meaning of Article 22(1) Act of 23 April 1964. Civil code.
• Client Account – Electronic Service; marked with an individual name (Login) and password provided by the Client with a set of resources in the Vendor's IT system, allowing the Client to use additional functionalities of the Online Store. The client accesses the Account using Login and Password. The customer logs into his Account after registration at the Online Store. The account allows you to save and store information about the Customer's address data for the shipment of Products, access to the history of Orders and other services provided by the Seller.
• COSCHICA – Electronic Service made available to every Client who uses the Online Store, consisting in enabling him to easily submit Orders of one or more Products, occasionally inscribed discount codes allowing to reduce the price under the terms of the separate Promotional Action Regulations, show summary Prices of individual Products and all Products combined (including shipping costs). The basket also allows to establish and modify the order data, in particular: quantities of Products, delivery address, invoice data, delivery method, payment form. Within Cart service, the Seller may send an email message to the Customer about products remaining in the Basket or failed/rejected by the broker of transaction payment (transaction email). The basket collects offers submitted by the Customer for the conclusion of the Sales Agreement, i.e. within the framework of one Order, you can submit more than one offer for the conclusion of the Sales Agreement.
• LOGIN – the name of the customer's user given within the Store when creating the Customer Account.
• NEWSLETTER – The Electronic Service, which allows all saved persons to receive cyclical information about the Online Store, in particular about Products, current business, marketing shares and Promotional Actions, on the e-mail address given by the User, with its express consent.
• PRODUCT – available in the Online Store moving item subject to the Sales Agreement between the Client and the Seller, at the price of the Prices. The product is a commodity within the meaning of Article 2(4a) of the Consumer Rights Act of 30 May 2014.
• Enterprise – CONSUMENT – A customer who is a natural person who has an agreement directly related to his business activity, when it is clear from the content of that agreement that he is not of a professional nature, resulting in particular from the subject of the business activity carried out, made available on the basis of the Central Registration and Information of Business Activity.
• REGULATION – this document sets out, among others, the rules for concluding Sales Contracts and the rules for providing and using services provided by the Seller through the Online Store for Users and Customers. The Terms and Conditions specify the rights and obligations of the User, including the Client and the Seller. As regards services supplied by electronic means, these Rules of Procedure shall be those referred to in Article 8 of the Act of 18 July 2002 on the provision of services by electronic means.
• WEBSITE – conducted by the Seller in Polish online sales service.
• PRODUCT PAGE – page in the Online Store, on which detailed information about the Product is presented.
• CONTENTS – text, graphic or multimedia elements (e.g. information about Products, photographs of Products, promotional films, descriptions, comments) including works within the meaning of the Copyrights and Related Rights Act, and images of individuals that are posted and distributed within the Online Store by the Seller, Vendor contractors, Client or other person using the Online Store respectively.
• SALE AGREEMENT – sales agreement within the meaning of the Civil Code, concerning the sale by the Seller to the Customer of the Product for payment of the Price plus or additional charges, including shipping costs, the conditions of which are laid down in this Regulation. The Sales Agreement is concluded between the Customer and the Seller using means of communication at a distance, after acceptance of the Order by the Seller on the terms set out in these Terms and Conditions. The Sales Agreement specifies in particular the Product, its main characteristics, Price, shipping costs and other relevant conditions. Each Product is subject to a separate Sales Agreement. The vendor, within the functionality of the Online Store for objective (providedly justified) reasons, may reserve the conclusion of only one Agreement for several Products due to the direct relationship between Products – e.g. Promotional Kit, according to the terms of the Promotional Action Regulations.
• ELECTRONIC SERVICES – the provision of electronic services within the meaning of the Act of 18 July 2002 on the provision of electronic services, by the Seller to the Customer via the Online Store, in accordance with the Service Supply Agreement. To the extent that the services are provided by the entities cooperating with the Seller, the relevant provisions on the rules for the use of these services are set out in the rules on the provision of services by those entities.
• USER – a natural person browsing the resources of the Online Store, without the need to establish a Client Account and make a purchase.
• CONTRACT – a statement of the Customer's will expressing the direct will to conclude the Sales Agreement at a distance, made using means of communication at a distance, specifying the Product for which the Customer makes an offer to conclude the Sales Agreement and the Customer data necessary for the possible conclusion and execution of the Sales Agreement. Ordering each Product will be treated as an independent offer of the Customer to conclude the Sales Agreement (technical easement). During the Promotional Action, the Seller, within the functionality of the Online Store for objective reasons, may make the conclusion of one Sales Agreement for several Products within the Promotional Set, due to the direct relationship between Products. The order can be given one number and all offers will be run in parallel. Acceptance of the Order means the conclusion of the Sales Agreement.

2. RULES FOR USE OF WEBSITE

In the terms of using our Store we explain what minimum technical requirements you must meet in order to use its functionality without problems.

2.1 The minimum technical requirements of the User's device allowing full and correct use of the Online Store:

• Internet access device;
• the latest version of the web browser;
• active e-mail account (e-mail address) to establish Client Account, write to Newsletter or make purchase.

2.2 The seller does not provide a guarantee that the use of the Online Store will run without errors and technical interruptions. The seller reserves the right to suspend or restrict access to the Online Store at any time, without having to inform the Clients. The seller will seek the immediate restoration of the Online Store. Technical breaks should not affect the implementation of already submitted Orders.

2.3 The seller is not responsible for the content and content of other services and portals to which the Customer can be redirected, using links placed in the Online Store (e.g. courier companies or payment operators).

3. ELECTRONIC SERVICES IN WEBSITE

Part three presents electronic services available in our Store. Service Electronic It's a basket or a newsletter. We explain how to file complaints for Electronic Services.

3.1 The seller provides the following Electronic Services for Users, including Clients, which do not require payment Prices:

• keeping a Client Account in case of registration;
• enabling Clients to submit Orders, to conclude Sale Contracts, in accordance with these Terms and Conditions;
• presenting advertising content to customers tailored to their interests;
• enabling customers to use the services of the Cart;
• enable you to view Content placed within the Store, including marketing content;
• the contact form;
• the possibility of adding opinions on products purchased;
• Chat;
• Newsletter.

Client Account

3.2 In addition, to the Clients who created the Customer Account, the Seller provides the following services through the Online Store:

• maintaining the Client's session after logging in to the Account (using the browser);
• storing and making available to the Client through the Account of the history of the Orders;
• enabling to change the Client's data within the Customer Account;
• the possibility of removing the Client Account from the client level;
• access to the list of favorite products;
• access to downloadable files.

3.3 The use of the Account is possible after the Client has completed the following steps:

• filling in the registration form by indicating the e-mail address and giving the password and consent to the processing of personal data, accepting the provisions of these Terms and Privacy Policy;
• confirmation of the intention to establish a Client Account by activating the link in the email received to the indicated email address (process double check in);
• effective registration, which will be confirmed by email from the BOK Online Store;
• The customer can also establish a Customer Account via the call. Tools provided by Meta Platforms Ireland.

3.4 The Service Provider Agreement is concluded when the Customer receives confirmation of registration of the Client Account sent by the Seller to the e-mail address provided by the Customer. An account shall be provided free of charge for an indefinite period. The Customer has the option, at any time and without giving a reason, to remove the Account (resign from the Account) by sending an appropriate request to the Seller (e.g. using the means of communication described in section 1.3 of the Regulations or using a function in the Customer Account Panel).

Basket

3.5 Use of the Cart begins with the moment when you add the first Product to the Cart.

3.6 The basket is a service provided free of charge, for the period during which the User's Cart contains unpurchased Products. When the order is placed and paid effectively, the service is completed.

3.7 The customer has the possibility to adjust the data entered in the "Basket" panel independently by adding or removing the item from the basket. Removing a particular item can automatically remove another item from the Cart due to a direct relationship between Products. The cart also allows you to determine and modify the order data, in particular: delivery address, invoice data, delivery method, payment form, addition of discount codes.

Newsletter

3.8 Newsletter Service: it consists of receiving from Users registered with it (Service Providers) who have made their e-mail address available to the Vendor (Service Providers) by electronic means, including through automated caller systems, commercial information on the products and services of the Vendor and the Vendor's partners, including in particular information on their current offer, promotions, discounts and marketing shares (e-mail marketing);

3.9 The use of the Newsletter service is possible after following steps by the User:

• to provide at least your e-mail address in the field designated for this purpose in the Online Store or to select the appropriate checkbox for commercial information;
• accept the provisions of these Terms and Conditions (including by clicking on the activation link sent by the Seller to the e-mail address provided by the Service Recipient – if this functionality has been made available) and confirming the privacy policy. The Service Provider may also make available other means of accepting the provisions of the Rules of Procedure.

3.10 Newsletter service is provided for an indefinite period of time.

3.11 The Service Provider has the possibility, at any time and without a reason, to unsubscribe from the Newsletter service (resignation of the service), in particular by sending a request for termination of the Services Newsletter to the contact details given in point 1.3 of the Regulation or by clicking on the deactivation link in the e-mail sent to the Service Provider as part of the Newsletter service.

3.12 The Seller may terminate the Newsletter contract at any time for a monthly period of notice for important reasons, understood as (closed catalogue):

• amending the provisions of the law governing the provision of electronic services by the Seller affecting the mutual rights and obligations laid down in the contract or modifying the interpretation of the above provisions of the law as a result of judgments of courts, decisions, recommendations or recommendations of the competent authorities or bodies;
• a change in the way services are provided solely due to technical or technological considerations (in particular the updating of the technical requirements set out in these Regulations);
• change the scope or provision of services to which the provisions of the Regulation apply, by introducing new, modification or withdrawal by the Service Provider of existing functionality or services covered by the Regulation.

3.13 The Service Provider shall send to the e-mail address or telephone number provided by the Service Provider when registering with the Newsletter.

3.14 The Seller may terminate the Service Provider's agreement to provide the Newsletter for a seven-day period of notice or refuse to continue to use the Newsletter, and may restrict its access to any or all of the content referred to above, for important reasons, i.e. in the case of a gross breach by the Service Provider of these Terms and Conditions, i.e. in situations where the Service Provider (closed catalogue): uses the Newsletter in a manner contrary to the applicable law and infringes the rights of third parties, contrary to the provisions of the Rules of Procedure, as well as contrary to the customs and principles of social coexistence adopted in this respect, in particular, provides non-lawful content.

Complaints of Electronic Services

3.15 Complaints related to the provision of Electronic Services may be submitted in any form. It is recommended to use the means of communication indicated in section 1.3 of the Rules of Procedure.

3.16 An example complaint form is available under the Rules of Procedure.

3.17 The Seller shall respond without delay to the complaint, no later than 14 days after its submission.

4. CONDITIONS FOR THE CONTRIBUTION OF THE CONTRACT AND CONTRIBUTION OF THE SALE AGREEMENT

This is a very important part of the Rules of Procedure, in which we explain how you can purchase our Products, that is to order and then conclude a Sales Agreement.

4.1 The information presented in the Online Store is only an invitation to conclude a contract within the meaning of Article 71 of the Civil Code, directed by the Seller to Users, including Customers, and not an offer under the provisions of the Civil Code.

4.2 The main features of the benefit, including the subject of the benefit and the manner of communication with the User, are defined on the Product Site or in another way appropriate to the Product, as part of the Online Store. If the Product does not have specific characteristics, properties or functions (e.g., an outlet product), The seller will clearly inform the User before submitting the Order.

4.3 As part of the development of products or services available in the Online Store and due to their specific characteristics, The seller may impose restrictions on how to submit Orders on certain Products. In the case of the submission of several Orders at the same time, of which at least one applies the restriction referred to above, this may affect the availability of means of submitting Orders also for the rest of them.

4.4 The conclusion of the Sales Agreement between the Customer and the Seller follows the prior submission of the Order by the Customer.

Submission of Orders

4.5 The Seller allows the User to place the Order via the Online Store in the following way:

• The customer adds the selected Product (or Products) to the Basket and then goes to the order form (the purchase path);
• The User who is logged in on his Client Account confirms in the order form the actuality of the data necessary to submit the Order.
• A user who does not have a Customer Account must fill out the order form himself to the extent necessary to submit the Order. In the form, it is necessary to provide the following information concerning the Customer: name, address (street, house/house number, postal code, town, country), e-mail address, contact phone number and sales agreement data: place and way of delivery of the Product, method of payment. In the case of non-Consumers it is also necessary to provide the company and the NIP number. In the case of Entrepreneurs – Clients, the Seller may ask for an indication of the business's PKD numbers.
• In any event, the provision of outdated or incorrect data when completing the contract form may prevent the performance of the Order and conclusion of the Sales Agreement.
• When filling out the Order form, choose how to pay Prices and specify how the Product is delivered if it is sent.
• The customer sends the Seller an order (makes an offer). In the case of a Client who does not have an Account and has not previously accepted the Terms and Conditions, acceptance of the Terms and Conditions and the Privacy Policy is required.
• Depending on the chosen method of payment for the Order, the Customer may be redirected to the external sides of the payment service provider, in order to make payment or provide data to purchase in instalments or as part of a deferred payment.

4.6 In response to the Order, the Seller immediately sends an automatic message to the Customer to the e-mail address provided for this purpose with confirmation of receipt of the Order.

4.7 After verifying the Order, without undue delay, the Seller sends a message to the Client to the email address given from:

• confirmation of the acceptance of one or more individual offers for Products submitted under the Contract and confirmation of the conclusion of the Sales Agreement (approval of the Product Acceptance as indicated in the Message);
• or not being able to accept all offers for Products submitted under the Contract, e.g. due to lack of payment.

4.8 The Sales Agreement shall be concluded upon confirmation of the offers(s) from the Order, i.e. sending to the Customer the e-mail message referred to above in the scope of its Products.

4.9 Ordering means accepting receipt of an account / invoice, correction invoice and duplicates of these documents in electronic form, to the indicated e-mail address. Along with the order confirmation, the Seller sends an account / invoice. At the same time, the Customer declares that he will receive the above electronic invoices at the e-mail address given by him.

4.10 Where it is not possible to accept all or some submitted within the framework Ordering offers, BOK will contact the Client in order to:

• inform the Client that it is not possible to accept all submitted in the framework Procurement of tenders; or
• confirmation by the Customer of the will to execute the Order in the part in which the Seller agreed to accept the offer to conclude the Sales Agreement. Then the Customer may cancel the entire order submitted (for all offers), without prejudice to his right to withdraw from the contract. Cancellation of the Order by the Client relieves the Vendor of the obligation to continue its execution. If the Order is cancelled, the following point shall apply as appropriate.

4.11. In the absence of the possibility to accept offers submitted under the Contract, the Sales Agreement in respect of the products indicated by BOK shall not be concluded and the Seller shall immediately, no later than 14 days, reimburse to the Customer the payments paid by it, in so far as the Sales Agreement has not been concluded.

4.12. Regardless, the Seller may inform the Customer about the status of the Order, in particular by sending messages to the e-mail, SMS or by telephone.

4.13 The seller seeks to ensure the availability of all Products and the implementation of the Sales Agreement. In the absence of the possibility to meet the benefit in emergency or unforeseen situations and in other situations laid down by law, the relevant provisions of the Civil Code, including Articles 493 to 495 of the Civil Code, in particular regarding the obligation to return the benefit to the Consumer without delay, may apply.

4.14 The total value of the Order includes Price, delivery costs and other costs selected by the Customer of optional paid services. The seller may, within a period of his choice, specify the threshold of the minimum value of the Order for which the consignment of Products is free. The total price together with the taxes of the Product, as well as delivery costs and other costs, and when the amount of these charges cannot be fixed – the obligation to pay them, the Customer is informed before submitting the Order and before concluding the Sales Agreement.

4.15 Promotional actions in force in the Online Store do not merge unless the provisions of the Promotion expressly provide otherwise.

5. PERSONS AND TERMS OF PAYMENTS FOR THE PRODUCT

We are flexible – our Store allows different payment methods. See how you can pay your order.

5.1 The seller provides the Customer with various payment methods for ordering through trusted payment intermediaries:

• electronic payments (e.g. BLIC, transfers24, PayU);
• deferred payments (PayPo, Twisto);
• payment per download.

5.2 Possible current payment methods are specified in the Online Store and presented before placing the Order by the Customer and before concluding the Sales Agreement. The available payment methods may depend on the method of delivery chosen by the Customer or the characteristics of the Product. The methods of payment available may be changed in case of multiple submissions At the same time, in particular because of the products covered by them.

5.3 If the Seller does not receive payment from the Customer, BOK may contact the Customer to remind you of payments and abandoned basket, including sending an email (transaction email). Failure to pay within 2 days of the submission of the Order and then in an additional 2 days period will result in a lack of acceptance of the tender submitted by the Customer. The Customer may also, until receiving the message of sending the Order, cancel them without bearing any consequences by contacting the Seller by BOK, which does not prejudice his right to withdraw from the contract.

6. COSTS, SOCIALS AND DATE OF PRODUCT SUPPLY

Delivery of the product is a very important part of the performance of the Order. We are trying to deliver the product to you as soon as possible.

6.1 The delivery of the Product is carried out through an external company – a postal operator (e.g. a courier company or a company performing the reception at the point), selected by the Customer during the submission of the Order.

6.2 Delivery of the Product to the Customer is payable, unless the Customer has placed an order with free delivery, after meeting the criteria of free delivery or during the Promotional Action for free delivery. The currently available delivery costs of the Product are indicated to the Customer before placing the Order and concluding the Sales Agreement.

6.3 The available delivery methods may depend on the method of payment chosen by the Customer or the characteristics of the Product. The available delivery methods may be changed in case of multiple submissions At the same time, in particular because of the products covered by them.

6.4 We usually deliver the delivery within 2 days of the date of order confirmation. The total delivery date of the ordered Product consists of:

• time of order preparation for shipment by the Seller (up to 4 working days from the date of order confirmation by the Seller). In the case of the order of several Products, the order will be sent for service after preparation of the Product with the longest preparation period;
• and the time of delivery of the Product by the selected courier company or other postal operator. The delivery time of the courier or postal operator is indicated at the stage of placing the Order and depends on the type of the Product ordered and on the dates of the courier or other postal operator.

6.5 In emergency situations the delivery time may be extended, as the Seller will inform the Clients (e.g. sale period, holiday period, unforeseen circumstances like pandemic outbreak)

6.6 In case of an extension of the term of performance of the preparation of the Order or the delivery of the Product, The Seller reserves the right to contact the Customer in order to inform him about the reason for delays and the new planned delivery date.

6.7 The delivery time of the order may be extended in the case of Products that will require personalization on request of the Customer. The Customer will be informed of the delivery date on the Product Card or when submitting the Order.

6.8 Receiving a shipment with the Product from the courier or postal operator, where possible, The customer should verify with the carrier that the Product has been delivered in its entirety, without defects. In case of destruction of the Product by the carrier, a damage report should be written down and the Vendor informed thereof.

6.9 Courier companies, postal operators and companies operating the Pick-up Points have their own regulations on how to deliver the delivery service (including possible complaints about delivery, time and how to report possible damage to the shipment and other relevant issues) - detailed information can be found on the delivery companies' websites. Please consult these conditions before choosing the delivery method.

7. OPINIONS IN THE WEBSITE

Our Store, like many other e-commerce entities collects reviews of Products. We try to make this process as transparent as possible. We want honest opinions. Therefore, in this section of the Rules of Procedure we explain what rules apply in our Store during the process of posting opinions and comments.

7.1 All customer reviews on purchased products in the Online Store are verified. The online store receives reviews only from people who actually made the purchase.

7.2 After receiving the ordered products, the customer may be asked to add an opinion on the product purchased.

7.3 The Customer may add an opinion on the Products: via an opinion form available on the product card of the Online Store;

7.4 By filling in an opinion form, the Customer agrees to publish the subjective content of the acquired content Production and making available of personal data to the extent necessary for the opinion. Depending on the accepted mechanism of issuing opinions, the Customer is asked to comment widely and the number of stars (e.g. from 1 to 5).

7.5 The reviews in the Online Store are not sponsored in any way and their content does not affect the terms of future contracts concluded with the Seller.

7.6 The Online Store publishes all reviews, both positive and negative, unless their content violates the provisions of the Rules of Procedure or the provisions of the applicable law.

7.7 The reviews posted in the Online Store are verified for the purpose of making them by the Customers who actually made the purchase of the Product. The above verifications shall be carried out by comparing the data of the Clients purchasing the products concerned with those of the persons submitting the opinion; In the case of posting opinions on the Website on the Product Card, the Customer is required to provide an order number or other data on the basis of which the Online Store will link his opinion to a specific Order for verification.

8. PRODUCT RELAMINATION

We pay great attention to the care of our products. However, if you have any objections to the purchase of the product – check how to easily complain to us.

8.1 The Client, who is Consumer and Entrepreneur – Consumer is entitled to make a complaint about the purchased Product.

8.2 The Seller is responsible for the conformity of the service with the contract, in particular is obliged to deliver the Product to the Customer without defects and according to the Sales Agreement concluded. The Seller shall not be liable for failure to comply with the Agreement to the extent specified in Article 43b(2) or (3). Consumer Rights Act if the Consumer has been clearly informed that a specific characteristic of the Product deviates from the requirements of compliance with the Agreement and at the latest at the time of conclusion of the Agreement The sales clearly and separately accepted its characteristics.

8.3 The Seller shall be responsible for the non-compliance of the Product with the Agreement existing at the time of its delivery to the Consumer and disclosed within 2 years of that moment, unless the shelf-life of the Product is longer.

8.4 Complaints may be filed by the Customer in any form. We encourage you to submit a complaint using the forms of communication available in section 1.3 of the Rules of Procedure.

8.5 If the Product does not comply with the Consumer Agreement and the Entrepreneur-Consumer Agreement, the rights set out in Chapter 5A – Consumer Rights Act (hereinafter: non-compliance with the contract) shall be exercised.

8.6 In the absence of conformity with the contract, the consumer may request:

• its repair
• or exchange.

The seller may exchange when the Consumer requests repair, or the Seller may repair when the Consumer requests replacement if the conformity of the goods with the contract is achieved in the manner chosen by the Consumer:

• It's impossible.
• or would require excessive costs for the Vendor.

If repair and replacement are impossible or would require excessive costs for the Seller, he may refuse to bring the goods into conformity with the contract.
The Seller shall repair or replace the goods at its expense within a reasonable period of time from the time when the Seller has been informed by the Consumer of the non-compliance with the contract. The consumer is obliged to provide the Seller with the goods to be repaired or exchanged. The seller collects the goods at his own expense.

8.7. The consumer shall also be entitled to make a declaration of price reduction or withdrawal from the Sales Agreement where:

• The seller shall refuse to bring the goods into conformity with the contract;
• The seller shall not bring the goods into conformity with the contract;
• the lack of conformity with the contract continues, even though the Seller tried to bring the goods into conformity with the contract;
• the lack of conformity with the contract is so significant that it justifies a reduction in the price or withdrawal from the contract without prior request for repair or replacement;
• the Seller's statement or circumstances clearly shows that it will not bring the goods into conformity with the contract within a reasonable period of time or without undue inconvenience to the Consumer.

8 / 8 If the Consumer submits a statement of price reduction, the amounts due as a result of the exercise of this right will be reimbursed to the Customer no later than 14 days after the Seller has received the Customer's statement of price reduction. The refund will take place using the same method of payment that the Customer used when making payment for the goods, unless the Customer expressly agrees to another method of return.

8.9 Where the Consumer exercises the right of withdrawal in the situations referred to in Article 43e(1) of the Consumer Rights Act, The customer will return the goods to the seller immediately. Any costs associated with the return of goods in the circumstances indicated in the preceding sentence shall be borne by the Seller. The seller shall reimburse the purchase price within 14 days of receipt of the goods or proof of return.

8 / 8 The seller shall be responsible for the lack of conformity of the goods with the contract existing at the time of delivery and disclosed within 2 years of that date. The Customer's claims for non-compliance with the contract shall be limited to six years from the date of disclosure of the non-compliance with the contract. The end of the limitation period shall be on the last day of the calendar year.

8.11 It is recommended that the Customer provide:
information and circumstances relating to the object of the complaint, in particular the nature and date of the defect; (2) requiring the Product to comply with the Sales Agreement or a statement of price reduction or withdrawal from the Sales Agreement; and (3) the contact details of the Complaint (name, address for correspondence, telephone number, email address) will facilitate and speed up the complaint by the Vendor. The requirements set out in the preceding sentence are only in the form of recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.

8 / 8 The seller shall respond to the complaint without delay, no later than 14 days from the date of receipt. Otherwise, the complaint is considered to have been accepted by the Seller.

9. EXAMINATION OF THE RELAMINATION AND INQUIRY PROCEDURES AND RULES FOR ACCESS TO THESE PROCEDURES

We assume that in the event of disagreements with the Customer it is worth to talk and to seek mutual agreement on an amicable path. See how we can resolve the dispute.

9.1 The use of out-of-court means of handling complaints and redress is voluntary. The following provisions are informative and do not constitute an obligation on the Seller to use out-of-court dispute resolution. The Seller's statement of agreement or refusal to take part in the proceedings in the case of out-of-court settlement of consumer disputes shall be made by the Seller on paper or any other durable medium where the dispute has not been resolved following a complaint submitted by the Consumer.

9.2 The rules on the conduct of out-of-court settlement of consumer disputes and the obligations of traders in this respect are set out separately in the law (including in particular the Law of 23 September 2016 on Out-of-court settlement of consumer disputes) or in the regulations applicable to the relevant consumer dispute resolution entities. Detailed information on the possibility for the Consumer Client to use out-of-court means of handling complaints and redress and the rules for access to these procedures may be available at the premises and on the websites of district (urban) consumer spokesmen, social organisations whose statutory tasks include the protection of consumers, Provincial Inspectorates of Trade Inspection, in particular at the following address of the Office for Competition and Consumer Protection https://www.uokik.gov.pl/principal_solution_sporow_konsumencki.php. The President of the Office for Competition and Consumer Protection shall keep a public register of entities entitled to conduct out-of-court settlement of consumer disputes.

9.3 The Consumer Client has the following examples of possibilities to use out-of-court means of handling complaints and claims:

• The Customer shall be entitled to appeal to the permanent amicable consumer court referred to in Article 37 of the Commercial Inspection Act of 15 December 2000 with a request to settle the dispute arising from the conclusion of the Sales Agreement.
• The customer may receive free assistance in resolving a dispute between the Client and the Seller, also using free state aid from a (urban) consumer spokesperson or social organization, whose statutory tasks include consumer protection (including the Consumer Federation, the Association of Polish Consumers).
• http://ec.europa.eu/consumers/opr The European Commission makes platforms availableLung to resolve online consumer disputes. The seller is currently not involved in this voluntary alternative dispute resolution procedure.

10. RIGHT OF DEROGATION FROM THE AGREEMENT (RETURN)

We know that sometimes consumers want to exercise their statutory right to reimbursement. We fully understand. Check how quickly and without problems you can withdraw from your distance contract.

10.1 A Client who is a Consumer who has concluded a distance or off-premises contract may withdraw from it without giving a reason and without bearing any costs, except those provided for by law, within 14 days of taking possession of the purchased Product. The regulations of this section of the Rules of Procedure also apply to the Entrepreneur-Consumer, who declares that he enjoys the right to withdraw from the contract under the Consumer Rights Act of 30 May 2014 because he has entered into an agreement directly related to his business activity and the contract itself has no professional character for him.

10.2 To comply with the deadline, it is sufficient that the Consumer or Entrepreneur – the Consumer statement of the Seller before its expiry. Consumer or Entrepreneur – Consumer may make any unequivocal statement in which he informs of his withdrawal from the Sales Agreement.

10.3 A declaration of withdrawal from the Sales Agreement may be made using a withdrawal form, the model of which is set out in the Rules of Procedure. A declaration of withdrawal from the Agreement may be made in any form for the data indicated in section 1.3 of the Rules of Procedure, but the use of the form will help us deal with your case more quickly.

10.4 Consumer and Entrepreneur – Consumer bear the cost of making the return of the Product (the cost of the shipment returned from the Consumer to the Seller).

10.5 The period for withdrawal from the Sales Agreement shall begin from the date on which the products are taken into possession by the Consumer, the Entrepreneur-Consumer or a third party other than the carrier(s) indicated by him or, in the case of the Sales Agreement, which includes a number of products which are supplied separately, by lots or in parts, from the last product, lot or part.

10.6 The Consumer and the Entrepreneur-Consumer must return the product to the Seller immediately, no later than 14 days from the date on which he withdrew from the Sales Agreement. It is sufficient to return the product before the deadline. The consumer may return the product to: Alcea Natura Sp. z o.o., ul. 1 Maja 117, 09-310 Zielona.

10.7 Consumer and Entrepreneur – Consumer should secure the returned product in such a way that it is not destroyed during transport.

10.8 In the event of effective withdrawal from a distance contract, the contract shall be deemed not to have been concluded.

10.9 The seller is obliged to immediately, but no later than 14 days from the date of receipt of the Consumer's or Entrepreneur's declaration of withdrawal from the contract, to return to the Consumer all payments made by him, including the cost of delivery of the product (except for additional costs resulting from the customer's choice of delivery method other than the cheapest normal delivery method available in the Online Store). The seller may abstain from sending the refund until the goods are returned or sending us confirmation of the delivery of the parcel, whichever is the sooner.

10.10 Where the Consumer or the Entrepreneur – the Consumer enjoys the statutory right of withdrawal, The seller shall reimburse the payment using the same method of payment as used by the Consumer, unless he expressly agreed to another method of refund which does not entail any costs for him.

10.11 If the Consumer or the Entrepreneur – the Consumer of the statutory right of withdrawal, the Consumer or the Entrepreneur – is responsible for reducing the value of the product resulting from the use of the product in a way that goes beyond what is necessary to determine the nature, characteristics and functioning of the product or due to incorrect care of the product or improper packaging of the product when it is sent to the Seller. Consumer or Businesser liability may include, in particular, the inability to place a product as a complete product, the cost of re-inserting labels and safety components on the product, as well as the cost of restoring the Product to the condition that it can be re-introduced within the Online Store, including the costs of testing the product by a professional and the costs of removing defects identified as a result of such a study (to the extent that these disadvantages result from the consumer's use of the product in a way beyond that necessary to establish its nature, characteristics and functioning).

10.12 The statutory right of withdrawal shall not be granted to the Consumer and the Entrepreneur-Consumer in the following circumstances:

• if the time limit of 14 days for notification is exceeded Sellers wishing to withdraw from the sale contract;
• in the situations referred to in Article 38 of the Consumer Rights Act.

11. RIGHT OF INTELLECTUAL PROPERTY

W this section shows what intellectual property rights we protect on our website and what rules you must respect.

11.1 All rights to the Online Store, and in particular property copyrights, intellectual property rights to its name, Internet domain, as well as forms, legal documents, logos, trademarks, text, graphics, photographs and other content posted by the Seller belong to the Seller, and the use of them may only be made in accordance with the Terms and Conditions.

11.2 It is prohibited to copy, reproduce, modify, multiply or distribute any part of the Online Store, Services or components thereof without the prior written consent of the Seller, except in cases expressly permitted by applicable law and these Terms and Conditions. The seller may take steps, including through legal proceedings, to protect the own interests and customers of the Online Store.

11.3 Special legal protection is subject to the phrase "ORGANIS" reserved as a trademark before the Patent Office of the Republic of Poland under the exclusive right number: R.334847

11.4 The rights to use, copy and distribute the data available in the website are governed by the Copyright and Related Rights Act.

11.5 The use of the Online Store data for commercial purposes may take place after informing the Seller and obtaining written consent from him.

12. PROTECTION OF PERSONAL DATA

12.1 The personal data protection rules are set out in the "Privacy Policy" document.
12.2 The rules for the use of cookies on the Website are set out in the "Cookies Policy" document.

13. PROTECTION OF PERSONAL DATA

If you shop in our shop and are not a consumer – this part of the rules is addressed to you

13.1 This section of the Rules of Procedure and the provisions contained therein apply only to non-Consumers and Entrepreneurs – Consumers.

13.2 When the Product Vendor issues to the Company, the benefits and burdens associated with the Product and the risk of accidental loss or damage to the Product are passed on to the Client without the Consumer. In such a case, the seller shall not be liable for the loss, loss or damage of the Product arising from the acceptance of it until the delivery to the Customer and for the delay in the shipment.

13.3 Pursuant to Article 558 § 1 of the Civil Code, the liability of the Seller in terms of warranty for the Product to the Non-Consumer Client is excluded.

13.4 Neither the Seller nor its employees, authorised representatives and agents shall be liable to the Customer, its subcontractors, its employees, authorised representatives and/or agents for any damage, including loss of profits, unless the damage has been intentionally caused by them.

13.5 In any event, the determination of the Seller's liability, its employees, authorised representatives and/or attorneys, that liability in relation to a customer who is not a Consumer, regardless of its legal basis, is limited, both within a single claim as well as for any claim in total, up to the amount of the Price paid and delivery costs under the last Sales Agreement and covers only the actual damage suffered.

13.6 Any disputes between the Seller and the Non-Consumer Client shall be brought before the court competent because of the Vendor's seat.In relation to non-Consumer Clients, the Seller may change the Rules of Procedure at any time on the basis of generally applicable laws.

13.7 For non-Consumer customers, the Seller may change the Rules of Procedure at any time on the basis of generally applicable laws.

14. FINAL PROVISIONS

14.1 The rules in version 2.1. enter into force on the day 12.12.2024.

14.2 Regulations are available in Polish.

14.3 In matters not governed by these Rules, the provisions of common law shall apply.

14.4 Unless mandatory provisions of law provide otherwise, the law applicable to the resolution of any dispute arising under these Rules is Polish law.

14.5 In the event that the regulations of the mandatory laws of the country of habitual residence of the Client provide for more favourable conditions for him than the provisions of Polish law and the provisions of these Rules, the laws of the country of habitual residence of the Client shall apply.

14.6 The content of these Rules of Procedure may be changed where the Seller modifies the manner or scope of the business or as a result of legal changes resulting in the need to obtain the Rules of Procedure in accordance with generally applicable law. Any changes The Online Store will inform Users by posting information on the Online Store website, in the case of Users with an active Client Account – in the form of an email message. Any person who receives the above notice will be able to make a declaration of termination of the electronic service contracts (no longer than 14 days from the date of receipt of the message) carried out under these Terms and Conditions. Orders placed before the entry into force of amendments to the Rules of Procedure shall be governed by the provisions of the Rules of Procedure in force at the time of submission of the Order.

Previous versions of the Regulation:

Regulation 1.0 valid until 01.08.2024.

Link to forms:

Complaint form

Withdrawal form