Terms and Conditions of Purchase

General Provisions

This regulation (hereinafter referred to as the "Regulations") defines the rules for using the online store OLE.PL (hereinafter referred to as the "Online Store"), available at https://www.ole.pl, operated by FANECO spółka z ograniczoną odpowiedzialnością with its registered office in Poznań, ul. Aleksandra Fredry 1/16, 61-701 Poznań , registered in the Register of Entrepreneurs KRS under number 0001190808, NIP 7781342896, REGON 631265483 (hereinafter referred to as the "Seller"). Contact with the Seller is possible via e-mail: [email protected] and phone number +48 61 855 20 85.
The Seller makes every effort to ensure that consumer rights are respected. The consumer cannot waive the rights granted to them under applicable law – in particular the Act of May 30, 2014 on consumer rights and the Civil Code. The provisions of the Regulations are not intended to exclude or limit any statutory consumer rights; in case of conflict between the provisions of the Regulations and generally applicable law, the law shall prevail. Any doubts should be resolved in favor of the consumer.
The Regulations are addressed both to Customers who are consumers and to Customers who are not consumers (entrepreneurs). The provisions of the Regulations concerning Consumers also apply accordingly to a natural person concluding a contract directly related to their business activity, when from the content of this contract it results that it does not have a professional character for that person, resulting in particular from the subject of the business activity performed by them (hereinafter referred to as "entrepreneur with consumer rights"). Such a person benefits from the protection granted by law to the extent provided for consumers.
The condition for using the Online Store is to read and accept these Regulations. A Customer making a purchase in the Store confirms that they have read and accept the content of the Regulations.
The Seller provides electronic services in accordance with the Regulations, in particular enabling browsing the Store's assortment, creating a Customer account, placing an order, and concluding a Distance Sales Agreement. To use the Online Store, a device with Internet access and a web browser supporting cookies and JavaScript is required. It is recommended to use the latest version of the web browser for full Store functionality.
Sales agreements in the Online Store are concluded in Polish and in accordance with Polish law, subject to consumer protection resulting from mandatory provisions of the law of the country of their habitual residence.

Definitions

The following terms used in the Regulations mean:

Online Store (Store) – an internet service available at https://www.ole.pl, through which the Customer can place Orders and conclude distance sales agreements with the Seller.
Seller (Service Provider) – FANECO spółka z ograniczoną odpowiedzialnością with its registered office in Poznań (address: ul. Aleksandra Fredry 1/16, 61-701 Poznań, NIP 7781342896, REGON 631265483, KRS 0001190808, providing electronic services and concluding distance sales agreements via the Store.
Customer – a natural person, legal person, or organizational unit without legal personality, to which the law grants legal capacity, who uses the Store, in particular places an Order or intends to do so. The Customer may be a consumer, entrepreneur with consumer rights, or an entrepreneur making a purchase related to their business activity.
Consumer – a Customer who is a natural person performing a legal act with the Seller not directly related to their business or professional activity.
Entrepreneur – a Customer who is not a Consumer; a natural person, legal person, or organizational unit conducting business or professional activity on their own behalf, performing a legal act directly related to that activity.
Entrepreneur with consumer rights – a natural person conducting business activity, concluding with the Seller a contract directly related to their business activity, when from the content of this contract it results that it does not have a professional character for that person, resulting in particular from the subject of the business activity performed by them. Such an entrepreneur benefits from the protection granted by law to the extent provided for consumers.
Product – a movable item offered for sale in the Online Store by the Seller, which may be the subject of a Sales Agreement.
Sales Agreement – a contract for the sale of a Product within the meaning of the Civil Code, concluded at a distance between the Seller and the Customer via the Online Store.
Order – a declaration of will by the Customer aimed at concluding a Sales Agreement, placed using the Store's functionality (Order Form). The Order specifies in particular the selected Products, their quantity, payment method, delivery method, and Customer data necessary for contract execution.
Order Form – an interactive form available on the Store's website, enabling placing an Order by adding Products to the cart and providing data necessary for contract execution.
Customer Account (Account) – an electronic service provided by the Seller; an individual administrative panel for the Customer available after registration and login in the Store, identified by a login (email address) and secured by a password. The Account allows, among others, storing Customer data needed to fulfill Orders, viewing Order history, and managing Customer settings in the Store.
Business Day – any day from Monday to Friday, excluding public holidays.

Conclusion of the Sales Agreement (Placing Orders)

Product Information presented on the Store's pages (descriptions, prices, etc.) constitute an invitation to conclude a contract within the meaning of Article 71 of the Civil Code, not an offer. Product prices are given in Polish zlotys (PLN) or optionally in euros (EUR) and include all taxes (gross prices). Prices do not include delivery costs, which are indicated separately during Order placement. In case of promotion or price reduction, the Seller provides next to the new price also information about the lowest price of the Product in the last 30 days before the price reduction.
Placing an Order is done by filling out the Order Form on the Store's website. The Customer compiles the Order by adding selected Products to the cart, then proceeds to the form where they provide data necessary for Order fulfillment, choose delivery and payment methods, and finally confirm and send the Order by clicking a button labeled e.g. "Order and pay" or equivalent, which clearly indicates that the Order entails an obligation to pay.
Confirmation and conclusion of the contract: After placing the Order, the Seller immediately (no later than within 2 Business Days) confirms receipt of the Order and informs about its acceptance for execution. Confirmation and acceptance of the Order is done by sending an email to the address provided by the Customer during Order placement. The confirmation email contains, among others, confirmation of all essential elements of the Order, terms of the Sales Agreement, the current version of the Regulations or a link to it, and information about the start of Order execution. Upon receiving the email confirming acceptance of the Order, the Sales Agreement between the Customer and the Seller is concluded.
Recording, securing, and making available the content of the concluded Sales Agreement is done by sending the Customer an email and saving information about the concluded contract in the Seller's IT system (in the Customer Account panel, if the Customer has one). The Customer receives proof of purchase (VAT invoice or fiscal receipt) electronically or in paper form attached to the shipment.
The Seller may contact the Customer regarding Order execution via email or phone. In case of ambiguities or deficiencies in the Order, the Seller may suspend execution until obtaining additional information from the Customer.

Payment Methods

The Seller provides the following payment methods for ordered Products:
- Cash on delivery (COD) – cash to the courier upon delivery of the shipment (or card, if the courier allows payment by terminal).
- Traditional bank transfer to the Seller's account – after placing the Order, the Customer receives an email with transfer details. The Order will be executed after the payment is credited to the Seller's bank account.
- Fast electronic payments / card payment – via external payment services supporting online payments. Currently available electronic payment methods are displayed to the Customer during Order placement.
- Deferred payment transfer (trade credit) – available only to authorized entities after prior agreement with the Seller. The payment term is up to 14 days from the date of issuing the VAT invoice, unless the parties agree otherwise.
If prepayment is chosen, the Customer is obliged to make the payment within 14 calendar days from the date of concluding the Sales Agreement, unless another term is agreed. If the Seller does not receive payment within this period, the Order may be canceled after prior request to the Customer to pay the outstanding amount and setting an additional deadline.
In exceptional cases, the Seller reserves the right to limit available payment methods for a given Order, e.g., requiring full or partial prepayment. The Customer will be informed about any payment method restrictions before concluding the contract.
The Seller informs that for some Products prepayment before starting Order execution may be required – this applies in particular to products of certain brands or made to individual order.

Delivery of Products

Delivery costs: Delivery of ordered Products is paid, unless the Sales Agreement provides otherwise. All delivery costs are indicated during Order placement, before the Customer makes a declaration of will to conclude the Sales Agreement.
Delivery methods: The Seller delivers via professional courier companies within Poland. International deliveries are also possible after individual agreement of terms. Standard available delivery methods are:
- standard courier shipment,
- cash on delivery courier shipment,
- shipment on a pallet,
- personal pickup – if made available by the Seller.
Delivery time: The delivery time of the Product to the Customer is up to 90 Business Days from the date of concluding the Sales Agreement, unless a shorter time is indicated in the Product description or during Order placement.
- For Orders including several Products with different delivery times, the delivery time is the longest of the indicated times.
- The delivery time starts from the day the Seller's bank account is credited – in case of prepayment, or from the day of concluding the Sales Agreement – in case of payment on delivery.
Receipt of shipment: It is recommended that the Customer checks the condition of the packaging and the Product upon receipt. In case of noticing damage or shortages caused during transport, a damage report should be made in the presence of the courier and the Seller should be contacted immediately.
Non-delivery of shipment: If the recipient is absent at the indicated address, the courier may attempt delivery again or leave a notice. If the shipment is returned to the Seller due to non-collection by the Customer, the Seller will contact the Customer to arrange re-shipment.

Right of withdrawal from the contract by Consumers (returns)

Right of withdrawal: A Customer who is a Consumer and has concluded a distance contract with the Seller has the right to withdraw from the contract without giving any reason within 14 days from the day of taking possession of the Product. However, the Seller extends this period to 30 calendar days from the day of taking possession of the item.
Start of the period: The withdrawal period is counted:
- for a contract for the sale of a single Product – from taking possession of the Product,
- for a contract covering multiple Products delivered separately, in batches or parts – from taking possession of the last Product, batch, or part,
- for contracts for regular delivery of Products – from taking possession of the first of the ordered Products,
- for other contracts – from the date of concluding the contract.
Method of withdrawal: To exercise the right of withdrawal, the Consumer should submit to the Seller a clear statement of withdrawal from the contract. The Consumer may, but is not obliged to, use the withdrawal form template attached as Annex 1 to the Regulations.
- Withdrawal address: OLE.PL – Gorlice Warehouse, ul. Fryderyka Chopina 58, 38-300 Gorlice.
- Email address: [email protected].
Effects of withdrawal: In case of effective withdrawal from a distance contract, such contract is considered not concluded. The parties are obliged to return mutual performances.
Refund by the Seller: The Seller will promptly, no later than within 14 calendar days from receiving the Consumer's withdrawal statement, refund all payments made by the Consumer, including delivery costs to the Consumer, except for additional costs resulting from the Consumer's choice of a delivery method other than the cheapest standard delivery offered by the Seller. The Seller may withhold the refund until receiving the returned Product or proof of its return from the Consumer, whichever occurs first.
Return of the Product by the Consumer: The Consumer is obliged to return the Product to the Seller immediately, but no later than within 14 days from the day of withdrawal from the contract. The Consumer may send the Product to: OLE.PL – Gorlice Warehouse, ul. F. Chopina 58, 38-300 Gorlice. The direct costs of returning the Product are borne by the Consumer, unless the Seller agreed to bear them or did not inform the Consumer about the necessity to bear them.
Liability for diminished value: The Consumer is liable for any diminished value of the returned Product resulting from using it beyond what is necessary to establish its nature, characteristics, and functioning.
Costs related to withdrawal: As a rule, the Consumer does not bear any costs related to withdrawal from the contract, except for direct costs of returning the Product to the Seller. The Consumer may also bear costs resulting from starting service provision at their express request before the withdrawal period expires.
Exceptions to the right of withdrawal: The right of withdrawal from a distance contract does not apply to Consumers in cases specified in Article 38 of the Consumer Rights Act, in particular regarding:
- services fully performed with the Consumer's express consent,
- non-prefabricated products made according to the Consumer's specifications or serving to satisfy their individualized needs,
- products liable to rapid spoilage or with a short shelf life,
- products delivered in a sealed package which cannot be returned after opening due to health protection or hygiene reasons,
- products that after delivery become inseparably mixed with other items,
- digital content not supplied on a tangible medium, if performance has begun with the Consumer's express consent before the withdrawal period expires.

Complaint Procedure (Submitting Complaints)

Seller's liability basis: The Seller is obliged to deliver a Product compliant with the contract. Towards Customers who are Consumers and entrepreneurs with consumer rights, the Seller is liable for non-compliance of the Product with the contract under the rules set out in the Consumer Rights Act. Towards Customers who are not Consumers or entrepreneurs with consumer rights, the Seller's liability under warranty is governed by the Civil Code provisions, taking into account the Regulations' provisions concerning B2B sales.
Submitting complaints: If the purchased Product is non-compliant or defective, the Customer has the right to submit a complaint to the Seller. Complaints can be submitted in any form, but for faster processing, written or electronic form is recommended.

Contact details for complaints:
- Address: OLE.PL – Gorlice Warehouse, ul. Fryderyka Chopina 58, 38-300 Gorlice.
- Email: [email protected].
Rights of the Consumer and entrepreneur with consumer rights: In case of non-compliance of the Product with the contract, the Customer may demand repair or replacement of the Product. If the Seller refuses to bring the Product into conformity or does not do so within a reasonable time and without significant inconvenience to the Customer, the Customer may declare a price reduction or withdraw from the contract if the non-compliance is significant.
Response time: The Seller will respond to the complaint within 14 calendar days from its receipt. If the complaining Customer is a Consumer or entrepreneur with consumer rights and requested repair or replacement or declared a price reduction indicating the amount, and the Seller does not respond within 14 days, the request is deemed accepted.
Delivery of the complained Product: If necessary for complaint consideration, the Customer will be asked to deliver the Product to the Seller's address. For Consumers and entrepreneurs with consumer rights, the cost of delivering the complained Product to the Seller is borne by the Seller if required by law.
Manufacturer's warranty: Regardless of legal rights, some Products may be covered by a warranty granted by the manufacturer or distributor. Using the warranty does not exclude, limit, or suspend the Customer's rights arising from non-compliance or warranty if applicable.
Complaints about electronic services: If the Customer has reservations about the functioning of the Online Store or electronic services provided, they may submit a complaint by email to [email protected] or in writing. The Seller will consider such complaint within 14 days.

Personal Data Protection and Privacy Policy

Data controller: The personal data controller of the Store's Customers is the Seller: FANECO spółka z ograniczoną odpowiedzialnością with its registered office in Poznań, ul. Aleksandra Fredry 1/16, 61-701 Poznań. Contact regarding personal data is possible via email: [email protected] or in writing at the controller's registered office address.
Purposes and legal basis of processing: Customers' personal data are processed for purposes of:
- fulfillment of Orders and Sales Agreements,
- fulfillment of Seller's legal obligations,
- handling complaints, returns, claims or defense against claims,
- marketing – if the Customer has given separate consent.
Scope of collected data: The Seller processes only data necessary to achieve the above purposes.
Voluntariness of data provision: Providing personal data by the Customer is voluntary but necessary to conclude the contract and fulfill the Order.
Data recipients: Customers' personal data may be transferred to entities supporting the Seller in fulfilling Orders and running the store, such as courier companies, payment operators, accounting office, hosting providers, IT service, and analytics tools providers.
Rights of data subjects: Every person whose data is processed by the Seller has the right to access their data and request correction, deletion, or restriction of processing, as well as other rights under GDPR.
Privacy policy: Detailed information on personal data processing, use of cookies, and analytics tools is contained in a separate Privacy Policy available on the Store's website.

Provisions concerning Entrepreneurs (B2B)

The following provisions apply only to Customers who are not Consumers and not entrepreneurs with consumer rights.

Seller's right to withdraw: The Seller reserves the right to withdraw from a Sales Agreement concluded with an entrepreneur within 30 calendar days from the date of contract conclusion, in case of important reasons preventing Order execution.
Limitation of payment methods: The Seller may require a Customer who is not a Consumer to make full or partial prepayment.
Inspection of shipment: The risk of accidental loss or damage to the Product passes to the Customer who is not a Consumer upon delivery of the goods to the carrier.
Exclusion of warranty: Pursuant to Article 558 § 1 of the Civil Code, the Seller's liability under warranty for Product defects towards a Customer who is not a Consumer is excluded, unless mandatory law provides otherwise.
Electronic services – termination: The Seller has the right to terminate immediately the electronic services agreement concluded with a Customer who is not a Consumer for important reasons.
Limitation of liability: To the maximum extent permitted by law, the Seller's liability towards a Customer who is not a Consumer is limited to the amount paid for the Product and delivery costs under the given Sales Agreement.
Jurisdiction: Any disputes between the Seller and a Customer who is not a Consumer will be resolved by the common court competent for the Seller's registered office, unless mandatory law provides otherwise.

Contractual right of withdrawal for Entrepreneurs

Voluntary right of return: The Seller grants entrepreneurs a contractual right to withdraw from the sales contract within 14 days from the date of receiving the Product, without giving any reason.
Return conditions: The Product returned by the entrepreneur must not be damaged or show signs of use beyond ordinary checking of the goods. The Product should be returned in its original, complete packaging, with all received accessories and documentation.
Exclusions: The right of withdrawal does not apply to entrepreneurs, among others, to hygienic products after opening the packaging and products made to individual order.
Return procedure: To exercise the contractual right of withdrawal, the entrepreneur should submit a withdrawal statement within 14 days from receiving the goods and return the Product to the Seller's warehouse address.
Refund: After receiving the returned Product and positive verification of its condition, the Seller will refund the paid price within 14 days.
The contractual right of withdrawal is an additional benefit granted by the Seller to entrepreneurs.

Out-of-court dispute resolution and claims enforcement

The Seller informs that Consumers have the possibility to use out-of-court methods of complaint handling and claims enforcement.
Permanent consumer arbitration courts: At the provincial inspectorates of the Trade Inspection, permanent arbitration courts operate competent to resolve disputes arising from sales contracts.
Mediation at the Trade Inspection: The Consumer has the right to apply to the competent provincial inspector of the Trade Inspection for initiation of mediation proceedings.
Consumer advocate assistance: The Consumer may obtain free legal assistance from a municipal or district consumer advocate or in social organizations dealing with consumer protection.

Final Provisions

Language and applicable law: Contracts concluded via the Online Store are concluded in Polish. The law applicable to the conclusion and performance of the Sales Agreement is Polish law, subject to consumer protection resulting from mandatory provisions.
Changes to the Regulations: The Seller reserves the right to make changes to these Regulations in case of important reasons.
- In case of continuous contracts, the changed Regulations bind the Customer if they were properly notified of the changes and did not terminate the contract within 14 days from receiving the notification.
- Changes to the Regulations do not affect already placed Orders or concluded Sales Agreements.
Provision on prohibited content: It is forbidden for Customers using the Store to provide content that is unlawful, offensive, or violates good manners.
Severability clause: If any provision of these Regulations is found invalid or ineffective, it does not affect the validity of the remaining provisions.
Annexes and document integrity: The following annexes form an integral part of these Regulations:
- Annex 1: Template withdrawal form (for Consumers).
- Annex 2: Template withdrawal form (for Entrepreneurs who are not consumers).
- Annex 3: Complaint form (for Consumers).
- Annex 4: Complaint form (for Entrepreneurs).
Entry into force of the Regulations: These Regulations come into force on 01.04.2025 and apply to contracts concluded from that date.
Contact with the Seller:
- Email address: [email protected]
- Phone: 61 855 20 85
- Correspondence address: FANECO spółka z ograniczoną odpowiedzialnością, ul. Aleksandra Fredry 1/16, 61-701 Poznań .
Copyright: The content of these Regulations is protected by copyright law.
Final provision: In matters not regulated by these Regulations, the relevant generally applicable provisions of Polish law apply, in particular the Civil Code, the Consumer Rights Act, the Act on electronic services, GDPR, and other applicable national and EU laws.

Annex 1 to the Regulations

Template withdrawal form for consumers

FANECO spółka z ograniczoną odpowiedzialnością
ul. Aleksandra Fredry 1/16
61-701 Poznań

e-mail: [email protected]
tel.: 61 855 20 85

Statement of withdrawal from the contract

(to be filled out and sent only if you wish to withdraw from the contract)

I/We* ....................................................................................

hereby inform/inform* about my/our* withdrawal from the sales contract of the following goods / contract for the delivery of the following goods / contract for the work consisting in the execution of the following goods / for the provision of the following service*:

....................................................................................................

Date of contract conclusion / receipt*: ............................................................

Name and surname of consumer(s): ............................................................

Address of consumer(s): ......................................................................

Signature of consumer(s) (only if the form is sent in paper version):

....................................................................................................

Date: ............................................................................................

* Delete as appropriate.

Annex 2 to the Regulations

Template withdrawal form for entrepreneurs

Return form – entrepreneur

Name / First and last name: ....................................................................

Address: ..........................................................................................

Email: .........................................................................................

Phone: ........................................................................................

Date of sales contract conclusion: ............................................................

VAT invoice / proof of purchase number: .......................................................

Product name: .................................................................................

Product code: ..................................................................................

Quantity: ..................................................................................

Account number for refund: ....................................................................

Remarks: ..........................................................................................

....................................................................................................

The product should be sent back to the address: OLE.PL Warehouse, Fryderyka Chopina 58, 38-300 Gorlice.

Date and Client's signature: .......................................................................

Annex No. 3 to the Regulations

Complaint form template for Consumers

Complaint form

First and last name: ............................................................................

Correspondence address: ...................................................................

Email: .........................................................................................

Order number: ............................................................................

Date of sales contract conclusion: ............................................................

Proof of purchase number: ........................................................................

Description of the goods allowing its identification: ............................................

Description of non-compliance / defect: ...................................................................

Date of detection of non-compliance / defect: ....................................................

Client's request:

repair of the goods,
replacement of the goods,
price reduction,
withdrawal from the contract – if the non-compliance with the contract is significant.

Account number for refund / other refund method: ...................................

Remarks: ..........................................................................................

....................................................................................................

Date and Client's signature: .......................................................................

The product should be sent back to the address: OLE.PL Warehouse, Fryderyka Chopina 58, 38-300 Gorlice.

Annex No. 4 to the Regulations

Complaint form template for Entrepreneurs

Complaint form – entrepreneur