§ 1. General provisions and Seller details

The Ciao Cane Lusso online store, available at https://ciaocanelusso.com, is operated by Ciao Cane Łukasz Drwal, tax identification number (NIP): 513 029 53 67, ul. Cegielniana 27A/2, 32-085 Modlnica, Poland, hereinafter the “Seller”.
You may contact the Seller by email at kontakt@ciaocanelusso.pl, by phone on +48 731 461 471, or by post at the address above.
The address for returns and complained-about Goods is: Ciao Cane Łukasz Drwal, ul. Cegielniana 27A/2, 32-085 Modlnica, Poland.
These Terms set out the rules for using the Store, electronic services, placing and fulfilling Orders, payment, delivery, withdrawal from a Contract and submitting complaints.
The Terms are provided free of charge in a form which allows saving, reproducing and printing them.
Creating an Account is not required to use the Store, including to browse the offer.
The Seller does not apply a code of good practice within the meaning of Article 2(5) of the Polish Act of 23 August 2007 on counteracting unfair market practices.

§ 2. Definitions

Price means the gross price of Goods in Polish zloty, including taxes but excluding Delivery costs unless stated otherwise.
Business Day means Monday to Friday excluding public holidays in Poland.
Delivery means delivery of Goods to the Customer by the method chosen when placing an Order.
Customer means a natural person, legal person or organisational unit with legal capacity that uses the Store or enters into a Contract with the Seller.
Consumer means a natural person acting for purposes outside that person’s trade, business, craft or profession.
Account means the free electronic service which allows a Customer, among other things, to view Order history and store address details.
Business Customer with consumer rights means a natural person entering into a Contract directly related to business activity where that Contract is not professional in nature for that person, in particular in light of the business activity disclosed in CEIDG.
Terms means these Store terms and conditions; Store means the online store available at https://ciaocanelusso.com.
Goods means a movable item offered for sale in the Store, in particular an animal-care product.
Contract means a distance sales contract for Goods concluded between the Customer and the Seller; Order means the Customer’s declaration intended directly to conclude that Contract, submitted using the Store order form.

§ 3. Electronic services

The Seller provides free electronic services through the Store: browsing and searching the offer, using a shopping bag, placing an Order, creating and maintaining an Account if selected by the Customer, and contact forms or functions where available.
The Account service is provided for an indefinite period. The other electronic services are one-off and end when the relevant function is no longer used or an Order is placed.
A Customer may resign from the Account at any time, without giving a reason or incurring a cost, by emailing the Seller. Deleting an Account does not affect Contracts already concluded or statutory obligations.
To use the Store properly, the Customer needs an internet-enabled device, a current browser supporting cookies and JavaScript, and an active email address when placing an Order or creating an Account.
Internet use may involve ordinary risks, including malware, phishing and unauthorised access. The Customer should keep software current and protect Account credentials.
The Customer must not provide unlawful content or content infringing third-party rights, public decency or Store security. Complaints about electronic services may be emailed to the Seller; the Seller responds within 14 days.

§ 4. Goods, information and Prices

Information in the Store, including descriptions, photographs and Prices, is an invitation to enter into a Contract and not an offer within the meaning of the Polish Civil Code.
The Seller provides each Good’s main characteristics, intended use, volume or quantity, directions and material safety warnings as appropriate to the type of Good.
Before use, the Customer should read the description, label, instructions and warnings and use the Goods as intended. Products intended for animals are not intended for human use unless expressly stated otherwise.
Store Prices are gross Prices in Polish zloty. Delivery and other costs connected with the chosen fulfilment method are presented before an Order is placed.
Where a Price reduction is announced, the current Price is accompanied by the lowest Price applied in the 30 days preceding the reduction, or, for Goods offered for a shorter period, since they were first offered.
The Seller may change Prices and the offer, but changes do not affect Contracts concluded beforehand. Images are illustrative; differences caused by screen settings do not constitute non-conformity, without limiting the Seller’s responsibility for conformity with the description and Contract.

§ 5. Placing Orders and conclusion of the Contract

Orders may be placed at any time, subject to technical breaks.
To place an Order, the Customer selects Goods and adds them to the bag, provides the required contact and address data, chooses an available Delivery and payment method, reviews the Order summary, total Price and costs, accepts the Terms, and submits the Order using a button clearly indicating an obligation to pay.
The Customer must provide truthful, current data sufficient to perform the Contract and may check and correct data and bag contents before submission.
Submitting an Order is the Customer’s offer to conclude a Contract. After receiving it, the Seller sends confirmation of receipt and acceptance for fulfilment. The Contract is concluded when the Customer receives that acceptance email.
The confirmation, Terms and required information are provided on a durable medium, in particular by email. If fulfilment is impossible, the Seller promptly informs the Customer and refunds payments using the same method unless the Customer agrees to another free solution.
No additional paid option may be pre-selected. Any payment beyond the agreed Price of Goods and Delivery costs chosen by the Customer requires the Customer’s prior express consent.

§ 6. Payment

The Customer may use payment methods currently available and shown in the Store at checkout. Details of the selected method, its operator and payment deadline are shown before the Order is placed.
Where advance payment is required, fulfilment may start after payment confirmation. If payment is not made by the stated deadline, the Seller may contact the Customer and set an additional deadline; after that deadline the Order may be cancelled.
A sales document is issued in accordance with applicable law and may be supplied electronically.

§ 7. Delivery and Order fulfilment

Delivery is provided within Poland. Delivery to another country is possible only if that country can be selected at checkout.
Available Delivery methods and costs are shown in the bag or order form before submission. Orders are normally prepared for shipment within 2–7 Business Days unless another time is stated for the Good or in the Order summary.
Unless the parties expressly agree otherwise, Goods are delivered no later than 30 days after the Contract is concluded. If the Seller expects to exceed a stated period, the Customer is informed promptly and offered a new specific date; the Customer may accept it or cancel the Order and receive a prompt refund of all payments.
The carrier’s delivery time is added to the preparation time and depends on the chosen method. If an Order contains Goods with different fulfilment times, the longest stated time applies unless agreed otherwise.
Where possible, the Customer should inspect the parcel upon delivery. Not drawing up a carrier report does not deprive a Consumer of the right to complain, but may make claims against the carrier more difficult.

§ 8. Right of withdrawal

A Consumer and a Business Customer with consumer rights may withdraw from a distance Contract without stating a reason within 14 days from taking possession of the Goods, or when the person indicated by the Customer (other than the carrier) takes possession.
For Goods delivered separately, in batches or parts, the period runs from possession of the last Good, batch or part.
To exercise withdrawal, before the deadline the Customer must send the Seller an unambiguous statement, in particular by email to kontakt@ciaocanelusso.pl or by post to the Seller’s address. The model form in Appendix 1 may be used but is not mandatory.
The Customer must return the Goods promptly and no later than 14 days after giving notice of withdrawal. Sending the Goods before that deadline is sufficient. The Customer bears the direct cost of return shipping.
The Seller refunds all payments received, including the cost of the least expensive ordinary Delivery method offered in the Store, promptly and no later than 14 days after receiving the withdrawal notice. The Seller may withhold the refund until the Goods are received or proof of dispatch is supplied, whichever happens first. Refunds use the same payment method unless the Customer expressly agrees to another method at no cost.
The Customer is liable for any reduction in value resulting from use beyond what is necessary to establish the nature, characteristics and functioning of the Goods.
The right of withdrawal does not apply in the cases provided by law, including Goods liable to deteriorate rapidly or with a short use-by period; sealed Goods which are unsuitable for return for health protection or hygiene reasons after the seal has been opened; and non-prefabricated Goods made to the Customer’s specification or serving personalised needs.
The sealed-packaging exception applies only where the statutory conditions are actually met, the Goods have suitable protection and the Customer was informed before placing the Order. The fact that a Good is an animal-care product does not automatically exclude withdrawal.

§ 9. Complaints and conformity of Goods

The Seller is liable to Consumers and Business Customers with consumer rights for conformity of Goods with the Contract under the Polish Consumer Rights Act.
The Seller is liable for non-conformity existing on delivery and discovered within two years thereafter, unless the Good’s use-by period is longer.
If Goods are non-conforming, the Customer may request repair or replacement, subject to statutory rules on impossibility or disproportionate cost. In statutory cases, including refusal, failure to restore conformity within a reasonable time, continuing non-conformity or a sufficiently serious non-conformity, the Customer may request a Price reduction or withdraw from the Contract.
A complaint may be submitted in any form, in particular by email to kontakt@ciaocanelusso.pl or by post to the Seller’s address. For efficient handling, it is helpful to provide contact details, Order number, Good name, description and date of the non-conformity, and the Customer’s request. The editable complaint form is optional.
A receipt is not the only proof of purchase and its absence is not a basis for refusing a complaint. The Seller responds to a Consumer complaint within 14 days; no response within that period means it is accepted.
The Seller bears the costs of repair or replacement, including dispatch, transport, labour and materials. The Customer makes the complained-about Good available and the Seller collects it at its own cost. If the Customer withdraws due to non-conformity, the return is at the Seller’s cost.

§ 10. Reviews and Customer content

If the Store enables reviews, the Seller will state where they are shown whether and how it verifies that they come from persons who bought or used the Goods.
Customer content must not infringe law, third-party rights, personal rights, copyright or public decency. The Seller may refuse publication or remove unlawful, irrelevant, misleading or spam content, content containing third-party personal data, or content unrelated to the Goods. This may not be used to hide justified criticism of Goods or the Seller.
Illegal content may be reported to the Seller’s email address, identifying its location and the reasons for the report.

§ 11. Personal data and cookies

The Seller is the controller of Customers’ personal data. Detailed processing rules, legal bases, retention periods, recipients and data-subject rights are set out in the Privacy Policy available in the Store.
Information on cookies and consent management is included in the Privacy and Cookies Policy.

§ 12. Out-of-court dispute resolution

A Consumer may use out-of-court complaint and redress methods, including mediation before the relevant regional Trade Inspection authority, a permanent consumer arbitration court, a district or municipal consumer ombudsman, or a consumer-protection organisation.
Information about authorised out-of-court dispute-resolution bodies is available from the Polish Office of Competition and Consumer Protection. Use of these methods is voluntary and requires both parties’ consent where the rules for a procedure do not provide otherwise.

§ 13. Provisions for business customers

This section applies only to Customers who are business customers and are not Business Customers with consumer rights.
To the extent permitted by law, the Seller’s statutory warranty liability towards such a business customer is excluded. This does not apply to Consumers or Business Customers with consumer rights.
Liability for lost profits is excluded and aggregate liability connected with a Contract is limited to the value of that Order, except for intentional damage and cases where limitation is not permitted.
Disputes between the Seller and a business customer without consumer rights are decided by the court having territorial jurisdiction over the Seller’s registered office.

§ 14. Changes to the Terms and final provisions

Polish law applies to Contracts concluded through the Store, without prejudice to mandatory consumer protection granted by the law of the Consumer’s habitual residence.
The Seller may change these Terms for important reasons, in particular a change in law, electronic services, payment or Delivery methods, Store functionality, Seller data, or a need to improve security.
A change does not affect Orders placed before it takes effect. Account holders are informed of a change concerning the Account service on a durable medium at least 14 days before it takes effect and may resign from the Account during that time.
If any provision is invalid, the remaining provisions stay in force and the relevant law applies in place of the invalid provision.

APPENDIX 1 – MODEL WITHDRAWAL FORM

Complete and send this form only if you wish to withdraw from the Contract. Use of this form is not mandatory.

Addressee:
Ciao Cane Łukasz Drwal
ul. Cegielniana 27A/2
32-085 Modlnica, Poland
email: kontakt@ciaocanelusso.pl

I/We hereby give notice that I/we withdraw from the contract of sale of the following Goods:

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

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

Date of Contract / receipt of Goods: ..............................................

Consumer’s name: ........................................................

Consumer’s address: ..................................................................

Email address or phone number: ..........................................................

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

Consumer’s signature (only if this form is sent on paper):