Terms and Conditions of Sale (EU wide)

version of 6 August 2026

These Terms are drawn up in English. English is the language of the Agreement and of all communication with the Customer, unless the Parties agree otherwise. If the Seller publishes these Terms in another language, the English version prevails in the event of any discrepancy, without prejudice to the mandatory consumer protection rules of the Customer's country of residence.

§ 1. The Seller

  1. The Seller and operator of the Store is PRZEDSIĘBIORSTWO PRODUKCYJNO-USŁUGOWO-HANDLOWE "SOWOSZ" SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ (a limited liability company incorporated under Polish law) with its registered office in Jankowice, address: ul. Wadowicka 86, 32-551 Jankowice, post office Babice, Poland, entered in the register of entrepreneurs of the Polish National Court Register (KRS) under number 0000182999, tax identification number (NIP): 6280001480, EU VAT number: PL6280001480, statistical number (REGON): 003445122, share capital: PLN 51,000.00.
  2. The Seller can be contacted:
  • by e-mail at: biuro@sowosz.pl or schody@sowosz.pl;
  • in writing at: ul. Wadowicka 86, 32-551 Jankowice, Poland;
  • by telephone, using the numbers listed in the Contact section at sowosz.com.
  1. The Seller's website address: sowosz.com.
  2. The address of the system used for accepting individual quotations and placing orders based on them: system.sowosz.pl.
  3. These Terms are made available free of charge at sowosz.com and system.sowosz.pl in a manner allowing them to be obtained, stored and reproduced.

§ 2. Definitions

  1. Store - the online store operated by the Seller at sowosz.com.
  2. ERP System - the Seller's individual sales system available at system.sowosz.pl, in which the Customer may review an individual quotation, accept it, provide the data required to process the order, choose an available delivery and payment method and place an order.
  3. Customer - a natural person, legal person or organisational unit without legal personality who uses the Store or the ERP System, submits an enquiry, places an order or concludes an Agreement with the Seller.
  4. Consumer - a natural person concluding an agreement with the Seller that is not directly related to their business or professional activity.
  5. Entrepreneur with Consumer rights - a natural person concluding an agreement with the Seller directly related to their business activity, where it follows from the content of that agreement that it is not of a professional nature for that person. This status arises from Polish law; a Customer resident in another country may additionally rely on the protection afforded to them by the mandatory law of their country of habitual residence.
  6. Product or Goods - a movable item offered by the Seller, in particular wooden staircases, staircase components or other products available in the Seller's range.
  7. Standard Goods - a Product offered in the Store according to the configuration, parameters and variants described on the Product page, which is not manufactured to the Customer's individual specification, unless the Product page, the Product description or the ordering process indicates otherwise.
  8. Custom-made Goods - a non-prefabricated Product manufactured to the Customer's specification or intended to meet their individualised needs, in particular staircases made to dimensions, design, configuration, material, colour, finish or other parameters agreed individually with the Customer.
  9. Individual quotation - an offer prepared by the Seller for a specific Customer on the basis of an enquiry, measurements, dimensions or other arrangements, delivered to the Customer by e-mail and/or made available in the ERP System via an individual link.
  10. Order - a Customer's declaration aimed at concluding an Agreement, placed through the Store, through the ERP System or in another manner set out in these Terms.
  11. Agreement - a contract for the sale of a Product concluded between the Seller and the Customer. The Agreement does not cover installation, assembly or fitting of the Goods.
  12. Standard delivery countries - Poland, Slovakia, Germany, the Netherlands and Belgium.
  13. Business day - a day from Monday to Friday, excluding public holidays in Poland.
  14. Payment provider - Montonio Finance UAB, Konstitucijos pr. 7, LT-09308 Vilnius, Lithuania, TAX ID: LT100013625310, registration number: 305205122, handling selected instant electronic payments.

§ 3. Scope of these Terms, territory and types of sale

  1. These Terms set out the rules for using the Store, placing Orders, concluding Agreements, payments, delivery, collection, withdrawal from the Agreement, complaints, as well as basic information on the processing of personal data.
  2. The Seller delivers as standard to the Standard delivery countries. The delivery cost and lead time for each of these countries are indicated before the Order is placed or in the Individual quotation.
  3. Delivery to other countries of the European Union and the European Economic Area is possible on request. In such a case the Seller prepares an Individual quotation setting out the transport cost, lead time and any additional conditions. The Seller is not obliged to accept such an Order.
  4. Delivery outside the European Union is possible only after separate arrangements. In such a case the Customer is the importer of the Goods and bears any customs duties, import VAT, clearance charges and other public levies applicable in the country of destination, unless the Individual quotation expressly states otherwise. Import formalities may extend the delivery time.
  5. The Seller does not provide installation, assembly, fitting or on-site measurement services in connection with Orders placed through the Store or the ERP System. The subject matter of the Agreement is exclusively the sale and delivery of the Goods.
  6. Sales may take place in two basic modes:
  • purchase of a Product available in the Store, by adding the Product to the basket and placing an Order at sowosz.com;
  • purchase of Custom-made Goods or of a Product subject to individual pricing, on the basis of an Individual quotation accepted by the Customer in the ERP System.
  1. Where the Customer submits an enquiry by e-mail, by telephone or through a form, such an enquiry does not yet constitute an Order but serves to prepare commercial information or an Individual quotation.
  2. Arrangements made by telephone require confirmation on a durable medium, in particular by e-mail or in the ERP System.
  3. The ERP System is not a publicly accessible online store. The Customer is granted access solely to their own Individual quotation via an individual link or another identifier provided by the Seller.
  4. The Customer should not share the individual link to the Individual quotation with third parties, unless acting through an authorised person.

§ 4. Technical requirements and electronic services

  1. Use of the Store and the ERP System requires: a device with internet access, an up-to-date web browser, an active e-mail address and cookies enabled to the extent necessary for the operation of the basket, forms and user session.
  2. The Seller provides the following services free of charge by electronic means, in particular:
  • making content and Product pages available in the Store;
  • enabling the use of the basket and order forms;
  • enabling enquiries to be submitted via contact forms;
  • enabling a Customer account to be created and managed, where the account function is available;
  • making an Individual quotation available in the ERP System and enabling its acceptance.
  1. An agreement for the provision of electronic services consisting in the one-off use of a form, the basket or the ERP System is concluded when the Customer starts using the relevant function and ends when that function has been used or the website is left.
  2. If the Customer creates an account in the Store, the account agreement is concluded for an indefinite period. The Customer may at any time request deletion of the account by sending a message to biuro@sowosz.pl or schody@sowosz.pl.
  3. The Customer is obliged to use the Store and the ERP System in accordance with the law, these Terms and good practice. It is prohibited to supply unlawful content, content infringing third-party rights, misleading content or content disrupting the operation of the Store or the ERP System.
  4. The Seller may temporarily restrict access to the Store or the ERP System for technical, maintenance or security reasons or due to force majeure. Such restrictions do not affect the Customer's rights arising from Agreements already concluded.

§ 5. Information on Products, prices, VAT and quotations

  1. Information about Products available in the Store, including descriptions, photographs, visualisations, videos, technical parameters and prices, constitutes an invitation to conclude an Agreement and not a binding offer, unless the content of the information clearly states otherwise.
  2. Photographs and visualisations of Products are illustrative. The binding features and parameters are those set out in the Product description, in the Order summary, in the Individual quotation and in the confirmation of conclusion of the Agreement.
  3. Products made of wood may display natural differences in grain, shade, structure, wood figure and distribution of the material's natural features. Such properties do not constitute a lack of conformity of the Goods with the Agreement, provided that they fall within the Product description, an approved sample or specimen, the Individual quotation and the normal properties of wood, and are not contrary to the Agreement.
  4. Prices quoted in the Store and in an Individual quotation are given in euro (EUR) and are gross prices inclusive of VAT, unless expressly stated otherwise next to a given price.
  5. For sales to Consumers in the European Union, the Seller settles VAT under the One Stop Shop (OSS) procedure and applies the VAT rate of the Customer's country of destination. The VAT rate and amount applicable to a given Order are shown in the Order summary and in the Individual quotation before the Order is placed.
  6. Where the Customer is a taxable person registered for VAT purposes in another EU Member State and provides a valid EU VAT number, the sale may be settled as an intra-Community supply of goods subject to the conditions provided for by law. In such a case the price is stated net and the Customer accounts for VAT in their own country.
  7. The price of a Product does not include the costs of delivery, collection, carrying in, installation or any other additional services, unless the Product page, the Order summary or the Individual quotation provides otherwise.
  8. Delivery costs are indicated to the Customer before the Order is placed. In the case of an Individual quotation, the delivery costs or the method of determining them are indicated in the Individual quotation or in the ERP System before the quotation is accepted.
  9. Where the nature of the Goods or the manner of their manufacture means that the price cannot be calculated before the Customer's data is received, the Seller informs the Customer of the method of calculating the price or prepares an Individual quotation.
  10. The price stated in an Individual quotation is binding during the validity period of that quotation, provided that the data supplied by the Customer, in particular dimensions, order scope and place of delivery, are correct and complete.
  11. If, after the Order has been placed, it turns out that the data provided by the Customer is incomplete or incorrect or that the scope of work needs to be changed, the Seller will contact the Customer to clarify the matter. Any change to the price, deadline or scope of performance requires the Customer's consent.
  12. Where the Seller announces a price reduction, it also states the lowest price of the Product applicable during the 30 days preceding the reduction, in accordance with Directive 98/6/EC as amended.
  13. The Seller does not apply personalised pricing based on automated decision-making in relation to an individual Customer. The individual pricing of Custom-made Goods results from the technical parameters, dimensions, material, scope of work, transport and other arrangements concerning the given Order.

§ 6. Orders placed through the Store

  1. To place an Order through the Store, the Customer should select a Product, add it to the basket, provide the data necessary to process the Order, choose an available delivery method, choose an available payment method, accept these Terms and confirm the Order using a button indicating the obligation to pay.
  2. The button completing the Order in the Store is clearly labelled, e.g. "Order with obligation to pay" or "Buy and pay", indicating that placing the Order entails an obligation to pay.
  3. Before placing an Order, the Customer receives a summary containing at least: the main features of the Product, the total gross price including VAT, delivery costs, the country of delivery, the selected payment method, the estimated delivery date, and information on the right of withdrawal from the Agreement or on its absence where a statutory exclusion applies.
  4. Placing an Order by the Customer constitutes an offer to conclude an Agreement with the Seller.
  5. The Agreement is concluded when the Seller sends confirmation of acceptance of the Order for processing to the Customer's e-mail address. The confirmation may be sent automatically by the Store system, provided that it contains clear information that the Order has been accepted for processing.
  6. If the Seller is unable to accept the Order for processing, in particular due to unavailability of the Product, a technical error, the impossibility of delivery to the indicated country or an obvious error in the price or description, the Seller will inform the Customer accordingly. If the Customer has already made payment, the Seller will refund the full amount received without undue delay and no later than within 14 days.
  7. After the Agreement has been concluded, the Seller sends the Customer confirmation of its conclusion on a durable medium, in particular to the Customer's e-mail address.

§ 7. Individual quotations and Orders placed through the ERP System

  1. The Customer may submit an enquiry regarding the manufacture of Custom-made Goods, in particular by sending an e-mail, using the form on the website or contacting the Seller in another way.
  2. On the basis of the enquiry, the Seller may prepare an Individual quotation. An Individual quotation may cover in particular: a description of the Goods, dimensions, material, structural variant, finish, number of elements, the gross price including the applicable VAT rate, the delivery cost and country of delivery, the lead time, the required advance payment or full payment, available payment methods, information on the right of withdrawal from the Agreement or on its exclusion, the estimated cost of returning the Goods, and the validity period of the quotation.
  3. The Individual quotation is delivered to the Customer by e-mail and/or made available in the ERP System via an individual link.
  4. The Customer places an Order on the basis of an Individual quotation by:
  • reviewing the content of the Individual quotation;
  • providing or confirming the data necessary to process the Order, including the delivery address and country;
  • selecting an available delivery method, where the quotation provides for such a choice;
  • selecting an available payment method and payment type, in particular full payment or an advance payment, where the quotation provides for such a choice;
  • accepting these Terms and, in the case of Custom-made Goods, confirming the information on the loss of the right of withdrawal from the Agreement;
  • using a button labelled, e.g. "I accept the quotation and order with obligation to pay" or "Order with obligation to pay", clearly indicating the obligation to pay.
  1. Where the Individual quotation contains all the essential terms of the Agreement, its acceptance by the Customer in the ERP System results in the conclusion of an Agreement between the Customer and the Seller.
  2. Where the Individual quotation requires clarification, the Agreement is concluded only once the Seller confirms acceptance of the Order for processing on a durable medium, in particular by e-mail.
  3. The Seller sends the Customer confirmation of the conclusion of the Agreement on a durable medium within a reasonable time after its conclusion, at the latest before performance begins or before the Goods are delivered.
  4. Production of Custom-made Goods begins after the Agreement has been concluded, the required advance payment or full payment has been received and the complete technical data necessary to process the Order has been received, unless the Individual quotation provides otherwise.
  5. The Customer is responsible for the correctness of the dimensions, technical data and information provided to the Seller, unless the measurement or verification was carried out by the Seller or by a person acting on the Seller's instructions.
  6. Any change to Custom-made Goods after acceptance of the Individual quotation requires the Seller's consent. If production has already commenced, the change may entail a change in price or lead time, or may not be possible at all.

§ 8. Payments, advance payment and non-payment

  1. The available payment methods are indicated to the Customer before the Order is placed. The Seller may make available in particular:
  • a bank transfer in euro to the Seller's EUR account indicated in the Order, in the Individual quotation or on the Seller's website. The Customer bears the costs charged by their own bank; the Seller recommends transfers on SHA/SEPA terms. The Seller's EUR account: Erste Bank Polska S.A., IBAN: PL13 1910 1048 2105 9924 9225 0002, SWIFT/BIC: WBKPPLPPXXX;
  • an instant transfer or another electronic payment handled by the Payment provider;
  • cash on delivery, only for selected Products, Orders and countries, where such an option is made available before the Order is placed.
  1. In the case of electronic payments handled by the Payment provider, payment is processed in accordance with that provider's rules. The Payment provider is Montonio Finance UAB, Konstitucijos pr. 7, LT-09308 Vilnius, Lithuania, TAX ID: LT100013625310, registration number: 305205122.
  2. The date of payment is deemed to be the date on which the Seller's bank account is credited or the date on which the Seller receives information from the Payment provider that the payment has been successfully made.
  3. The Seller does not charge a Consumer fees for the use of a given means of payment exceeding the costs borne by the Seller in respect of the use of that means of payment. Any additional fees, where applicable, are indicated before the Order is placed.
  4. In the case of Custom-made Goods or other Orders specified in an Individual quotation, the Seller may require payment of an advance or payment of the full price before performance begins.
  5. An advance payment forms part of the price and is credited towards the final price of the Order. The advance payment is not an earnest payment (zadatek) within the meaning of Article 394 of the Polish Civil Code, unless the Individual quotation expressly provides otherwise.
  6. If the Customer fails to pay the required advance or the price by the deadline indicated in the Order or the Individual quotation, the Seller may suspend processing of the Order until payment is received.
  7. If, despite a demand, the Customer fails to pay the amount due within an additional deadline set by the Seller, the Seller may cancel the Order or withdraw from the Agreement to the extent permitted by law. If the Customer has paid part of the price, the Seller will settle the amount received in accordance with the law and the provisions of these Terms.
  8. If, after production of Custom-made Goods has commenced, the Customer unilaterally cancels performance of the Agreement for reasons not attributable to the Seller, the Seller may set off the advance payment against justified and documented costs incurred up to the moment of cancellation and against the damage resulting from the Customer's non-performance of the Agreement. In the case of a Consumer and an Entrepreneur with Consumer rights, this provision applies only to the extent permitted by mandatory provisions of law. Any surplus over the costs and claims due to the Seller is refunded to the Customer.
  9. Where the Agreement is not performed for reasons attributable to the Seller, or where the Customer effectively exercises statutory rights, in particular in respect of a lack of conformity of the Goods with the Agreement, the Seller settles the payments received in accordance with the law.

§ 9. Order processing, delivery and collection

  1. The production lead time is between 7 and 40 days, depending on the Product, the scope of the Order, the availability of materials and the nature of the Goods. Transport time to the country of delivery is added to the production lead time and is indicated separately before the Order is placed or in the Individual quotation.
  2. The lead time for Custom-made Goods runs from the date on which all of the following conditions are met, unless the Individual quotation provides otherwise: conclusion of the Agreement, receipt by the Seller of the required advance payment or full payment, and receipt of the complete technical data necessary for production.
  3. The Seller offers the following delivery or collection methods, depending on the Product, the Order and the country of delivery:
  • delivery using the Seller's own transport;
  • delivery by a courier or forwarding company for selected Products;
  • personal collection from the Seller's warehouse at ul. Wadowicka 86, 32-551 Jankowice, Poland, or ul. Grabskiego 13, 32-640 Zator, Poland, following prior confirmation that the Goods are ready for collection.
  1. The available delivery methods and their costs are indicated to the Customer before the Order is placed.
  2. The delivery area within the Standard delivery countries is indicated in the basket or in the Individual quotation. If the place of destination is not covered, the Seller provides a transport quotation on request. Where the Seller does not offer delivery to a given location, the Customer may purchase the Goods without delivery and arrange transport independently, including by collecting the Goods in person from the Seller's warehouse.
  3. Delivery is made to the kerbside at the address indicated by the Customer. Delivery does not include carrying in, carrying upstairs, installation, dismantling, measurement or other additional services. It is the Customer's responsibility to provide an adequate number of physically able persons to unload and receive the shipment from the vehicle.
  4. The Customer should ensure access to the place of delivery for a vehicle of the type indicated by the Seller, the presence of a person authorised to receive the Goods and conditions allowing the Goods to be handed over safely. If handing over the Goods is not possible for reasons attributable to the Customer, the Seller may agree a new delivery date with the Customer and charge the Customer the justified costs of redelivery, insofar as the law permits.
  5. In the case of a Consumer and an Entrepreneur with Consumer rights, the risk of accidental loss of or damage to the Goods passes to the Customer upon delivery of the Goods to the Customer or to a person designated by them, unless the Customer independently chose a carrier that was neither offered nor recommended by the Seller.
  6. The Customer is asked to inspect the Goods on receipt, in particular the condition of the packaging, the number of parcels and any visible damage. In the event of damage to the shipment, it is recommended that a damage report be drawn up with the carrier or the Seller's representative and that photographs and information be sent immediately to biuro@sowosz.pl or schody@sowosz.pl.
  7. Failure to inspect the Goods on receipt or the absence of a damage report does not limit the statutory rights of a Consumer or an Entrepreneur with Consumer rights, in particular the right to submit a complaint for lack of conformity of the Goods with the Agreement.
  8. In the case of personal collection, the Seller informs the Customer that the Goods are ready for collection. The Customer should collect the Goods by the date agreed with the Seller.

§ 10. Right of withdrawal from the Agreement

  1. A Consumer and an Entrepreneur with Consumer rights may withdraw from a distance Agreement without giving any reason within 14 days, subject to the exceptions set out in § 12 of these Terms. This right follows from Directive 2011/83/EU on consumer rights and applies throughout the European Union.
  2. The withdrawal period for a contract for the sale of a single item of Goods begins when the Customer, or a third party other than the carrier designated by them, takes possession of the Goods.
  3. Where the Agreement covers multiple Goods delivered separately, in lots or in parts, the withdrawal period begins when the last item of Goods, lot or part is taken into possession.
  4. To exercise the right of withdrawal, the Customer must make an unequivocal statement of withdrawal from the Agreement to the Seller. The statement may be made in particular:
  • by e-mail to: biuro@sowosz.pl or schody@sowosz.pl;
  • in writing to: ul. Wadowicka 86, 32-551 Jankowice, Poland.
  1. The Customer may use the model withdrawal form set out in Annex 1 to these Terms, but this is not obligatory.
  2. To meet the deadline, it is sufficient to send the statement of withdrawal before the withdrawal period expires.
  3. In the event of effective withdrawal from the Agreement, the Agreement is deemed not to have been concluded.
  4. The right of withdrawal from the Agreement does not limit the Customer's rights arising from the provisions on lack of conformity of the Goods with the Agreement.

§ 11. Effects of withdrawal and return of the Goods

  1. In the event of withdrawal from the Agreement, the Seller refunds to the Customer all payments received from them, including the costs of delivering the Goods to the Customer, subject to paragraph 2 and the remaining provisions of these Terms.
  2. If the Customer chose a method of delivery other than the cheapest standard delivery method offered by the Seller for the given country, the Seller is not obliged to reimburse the additional costs incurred by the Customer.
  3. The Seller refunds the payments without undue delay and no later than within 14 days of receipt of the Customer's statement of withdrawal from the Agreement.
  4. The Seller may withhold the refund until the Goods have been received back or until the Customer has supplied evidence of having sent them back, whichever occurs first.
  5. The refund is made in euro, using the same means of payment as used by the Customer, unless the Customer expressly agrees to another method of refund which involves no costs for them. The Seller is not liable for exchange-rate differences or bank charges applied by the Customer's bank.
  6. The Customer should return the Goods to the Seller or hand them over to a person authorised by the Seller without undue delay and no later than within 14 days of the date on which they withdrew from the Agreement, unless the Seller offers to collect the Goods themselves.
  7. Return address for the Goods: P.P.U.H. "SOWOSZ" sp. z o.o., ul. Wadowicka 86, 32-551 Jankowice, Poland.
  8. The Customer bears the direct cost of returning the Goods, including the cost of international transport back to Poland, unless the Seller has agreed to bear it or has failed to inform the Customer before the conclusion of the Agreement of the obligation to bear such cost.
  9. Staircases and staircase components are, by their nature, size and weight, Goods which cannot normally be returned by post. The cost of returning them depends on the size and weight of the Goods, the place of collection, the country of dispatch and the mode of transport. Information on the estimated cost of returning such Goods, given as a maximum amount or as a range of amounts, is made available to the Customer before the Order is placed, in particular on the Product page, in the Order summary in the basket immediately before the button finalising the Order is used, and in an Individual Quotation in the ERP System.
  10. If the return of the Goods referred to in paragraph 9 is arranged by the Seller at the Customer's request, the Seller deducts from the amount to be refunded only the cost actually incurred and documented, not exceeding the maximum amount communicated to the Customer before the Order was placed. If the actual cost proves to be lower than the maximum amount stated, the Seller deducts the lower amount. The Seller provides the Customer with a document confirming the amount of the cost incurred.
  11. The Customer may arrange the return of the Goods independently, using any carrier of their choice, provided that the Goods are protected in accordance with paragraph 14. In that case the Customer bears the cost of transport directly towards the carrier chosen by them, and the Seller makes no deduction on that account from the amount to be refunded.
  12. If the Seller failed to inform the Customer, before the Order was placed, of the obligation to bear the costs of returning the Goods referred to in paragraph 9, those costs are not borne by the Customer.
  13. The Customer is liable for any diminished value of the Goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.
  14. The returned Goods should be protected in a manner appropriate to their properties and the mode of transport. Where possible, it is recommended to use the original packaging or equivalent protection.

§ 12. Exclusion of the right of withdrawal from the Agreement

  1. In accordance with Article 16(c) of Directive 2011/83/EU, the right of withdrawal does not apply to Agreements for the supply of goods made to the Consumer's specifications or clearly personalised.
  2. This exclusion applies in particular to Custom-made Goods, such as wooden staircases manufactured to individual dimensions, design, configuration, material, colour, finish or other parameters agreed with the Customer.
  3. Before an Order for Custom-made Goods is placed, the Seller informs the Customer of the absence of the right of withdrawal from the Agreement. In the ERP System, the Customer must confirm that they have read this information before using the button finalising the Order.
  4. The absence of the right of withdrawal from an Agreement concerning Custom-made Goods does not limit the Customer's right to submit a complaint where the Goods are not in conformity with the Agreement.

§ 13. Complaints regarding the Goods - Consumer and Entrepreneur with Consumer rights

  1. The Seller is obliged to deliver Goods in conformity with the Agreement.
  2. The Seller is liable for a lack of conformity of the Goods with the Agreement on the terms arising from Directive (EU) 2019/771 on the sale of goods, as implemented in Polish law and, where more favourable to the Customer, under the mandatory law of the Customer's country of habitual residence.
  3. The Seller is liable for a lack of conformity of the Goods with the Agreement existing at the time of delivery and revealed within 2 years of that moment. Where the law of the Customer's country of habitual residence provides for a longer period, that longer period applies.
  4. In the event of a lack of conformity of the Goods with the Agreement, the Customer may, in the first instance, request repair or replacement of the Goods.
  5. The Seller may replace the Goods where the Customer requests repair, or repair them where the Customer requests replacement, if bringing the Goods into conformity with the Agreement in the manner chosen by the Customer is impossible or would entail disproportionate costs for the Seller.
  6. If both repair and replacement are impossible or would entail disproportionate costs, the Seller may refuse to bring the Goods into conformity with the Agreement.
  7. The Customer may make a declaration on price reduction or on withdrawal from the Agreement, in particular where:
  • the Seller has refused to bring the Goods into conformity with the Agreement;
  • the Seller has failed to bring the Goods into conformity with the Agreement;
  • the lack of conformity of the Goods with the Agreement persists despite an attempt at repair or replacement;
  • the lack of conformity of the Goods with the Agreement is so significant as to justify a price reduction or withdrawal from the Agreement without a prior request for repair or replacement;
  • it is clear from the Seller's statement or from the circumstances that the Seller will not bring the Goods into conformity with the Agreement within a reasonable time or without significant inconvenience to the Customer.
  1. The Customer may not withdraw from the Agreement where the lack of conformity of the Goods with the Agreement is immaterial.
  2. A complaint may be submitted in any form, in particular:
  • by e-mail to: biuro@sowosz.pl or schody@sowosz.pl;
  • in writing to: ul. Wadowicka 86, 32-551 Jankowice, Poland.
  1. A complaint should contain at least the data enabling identification of the Customer and the Order, a description of the problem identified and the Customer's request. To speed up the handling of the complaint, it is recommended to attach photographs, documentation and proof of conclusion of the Agreement; however, the absence of a receipt or invoice may not be the sole ground for refusing to accept a complaint if the purchase can be demonstrated by other means.
  2. The Seller responds to a complaint within 14 days of its receipt.
  3. Repair or replacement of the Goods takes place within a reasonable time from the moment the Seller is informed of the lack of conformity with the Agreement and without significant inconvenience to the Customer, taking into account the specific nature of the Goods and the purpose for which they were acquired.
  4. The costs of repair or replacement, including in particular postage, transport, labour and materials costs, are borne by the Seller. This includes the cost of transporting the Goods from the Customer's country to the Seller and back, where such transport is necessary.
  5. The Customer makes the Goods subject to repair or replacement available to the Seller. If, due to the size or nature of the Goods or the manner of their installation, it is reasonable to carry out the work on site, the Customer should give the Seller access to the Goods at an agreed time.
  6. Repair or replacement of the Goods is carried out by the Seller or by an entity acting on the Seller's instructions. Before any repair work is commenced, the Customer enables the Seller to inspect the Goods or, where an on-site inspection is not necessary, provides photographic documentation allowing the reported lack of conformity of the Goods with the Agreement to be assessed.
  7. If the Customer intends to commission the repair of the Goods, or the installation of Goods free from defects, to a third party and expects the Seller to cover the costs of such work, the Customer shall, before the work is commenced, submit to the Seller the scope of work and a cost estimate and obtain the Seller's acceptance in documentary form, in particular by e-mail. The Seller responds to the cost estimate submitted within 7 days of its receipt. Prior agreement of the cost estimate serves to avoid disputes as to the amount of the costs and to speed up the settlement of the complaint.
  8. Reimbursement covers costs which are necessary, actually incurred and documented by an invoice or bill issued by an entity conducting business activity in the relevant field, in an amount not exceeding market rates for work of the given type in the area where it is performed.
  9. Paragraphs 15-17 are of an organisational nature and do not limit the rights of a Consumer or an Entrepreneur with Consumer rights arising from mandatory provisions of law.
  10. Where a complaint is upheld and the price is reduced, the Seller refunds the amount due without undue delay and no later than within 14 days of receipt of the Customer's declaration on price reduction.
  11. In the event of withdrawal from the Agreement as part of a complaint, the Customer returns the Goods to the Seller at the Seller's expense.
  12. The Seller does not provide a voluntary commercial guarantee, unless expressly stated otherwise for a specific Product or in a separate document. The absence of a guarantee does not limit the Customer's statutory rights in respect of a lack of conformity of the Goods with the Agreement.

§ 14. Complaints regarding electronic services

  1. Complaints regarding the operation of the Store, the account, the forms or the ERP System may be submitted to biuro@sowosz.pl or schody@sowosz.pl.
  2. A complaint should contain a description of the problem, the date on which it occurred, contact details for the Customer and, where possible, screenshots or other information facilitating diagnosis.
  3. The Seller considers a complaint regarding electronic services within 14 days of its receipt and informs the Customer of the outcome at the e-mail address from which the complaint was submitted, unless the Customer indicates another contact address.

§ 15. Customer reviews

  1. The Seller may display customer reviews on the website via the Trustindex.io tool, which aggregates reviews from the Seller's Google Business Profile.
  2. Reviews displayed via Trustindex.io originate from the external Google service. The Seller does not publish these reviews itself in the Store, does not modify their content and does not guarantee that every review comes from a person who purchased a specific Product in the Store or used a specific Product.
  3. The rules for posting, verifying, moderating and removing reviews in the Google service are determined by Google. The Seller may report to Google any reviews that infringe the law or that service's terms.
  4. The Seller does not post or commission the posting of false reviews or recommendations and does not distort reviews in order to promote Products.

§ 16. Promotions and price reductions

  1. The Seller may organise promotions, sales, discount campaigns or other temporary price reductions.
  2. The terms of a promotion are each time set out in the promotion information, on the Product page, in the basket, in the discount code or in separate promotion terms.
  3. Whenever announcing a reduction in the price of Goods, the Seller states, alongside the information on the reduced price, the lowest price of those Goods applied during the 30 days preceding the reduction.
  4. If the Goods have been offered for less than 30 days, the Seller states the lowest price applied from the start of the offering until the introduction of the reduction.
  5. Promotions cannot be combined with other discounts, unless the terms of the promotion provide otherwise.
  6. The individual pricing of Custom-made Goods does not constitute a price reduction within the meaning of the price-indication rules, provided it is not communicated as a promotion, markdown, reduction, special offer or other form of lowering a previous price.

§ 17. Personal data

  1. The controller of Customers' personal data is PRZEDSIĘBIORSTWO PRODUKCYJNO-USŁUGOWO-HANDLOWE "SOWOSZ" SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ with its registered office in Jankowice, ul. Wadowicka 86, 32-551 Jankowice, Poland. Personal data is processed in accordance with Regulation (EU) 2016/679 (GDPR).
  2. Matters relating to personal data may be raised by e-mail at: biuro@sowosz.pl or schody@sowosz.pl, or in writing to the Seller's registered address.
  3. Personal data is processed in particular for the purpose of:
  • handling enquiries and correspondence;
  • preparing an Individual quotation;
  • concluding and performing the Agreement;
  • handling payments, delivery and collection;
  • issuing accounting documents and fulfilling tax obligations, including VAT reporting under the OSS procedure;
  • handling complaints and withdrawals from the Agreement, and pursuing or defending claims;
  • ensuring the operation of the Store and the ERP System and the security of electronic services.
  1. The legal basis for processing personal data may in particular be: performance of the Agreement or taking steps prior to its conclusion (Article 6(1)(b) GDPR), a legal obligation to which the Seller is subject (Article 6(1)(c) GDPR), the Seller's legitimate interest (Article 6(1)(f) GDPR), or the Customer's consent (Article 6(1)(a) GDPR) where required in a given case.
  2. Personal data may be shared with entities supporting the Seller in conducting its business, in particular IT and hosting providers, the accounting office, payment-handling entities including the Payment provider, courier and forwarding companies, providers of communication tools, and competent authorities where required by law.
  3. The Customer has, to the extent provided for by law, the right of access to their data, rectification, erasure, restriction of processing, data portability, objection and withdrawal of consent, as well as the right to lodge a complaint with a supervisory authority. In Poland the supervisory authority is the President of the Personal Data Protection Office (UODO); the Customer may also lodge a complaint with the supervisory authority of their own country of residence.
  4. Detailed information on the processing of personal data, cookies and analytics tools is available in the Privacy Policy at https://sowosz.pl/polityka-prywatnosci/.

§ 18. Out-of-court complaint handling and redress procedures

  1. A Consumer may use out-of-court complaint handling and redress procedures available in their own country and in Poland.
  2. For cross-border disputes within the European Union, the Consumer may contact the European Consumer Centre (ECC-Net) in their country of residence. Contact details are available at https://www.eccnet.eu/.
  3. A list of certified alternative dispute resolution (ADR) bodies in the Member States is available on the European Commission website at https://consumer-redress.ec.europa.eu/.
  4. The Seller informs that the EU Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025. The unavailability of that platform does not limit the Consumer's right to use other legally available means of pursuing claims.
  5. The Seller is not obliged to participate in, and does not commit in advance to participating in, out-of-court dispute resolution proceedings, unless a legal provision requires otherwise. This does not affect the Consumer's right to bring an action before a court.

§ 19. Provisions applicable to Customers who are not Consumers

  1. The provisions of this paragraph apply solely to Customers who are neither Consumers nor Entrepreneurs with Consumer rights.
  2. In relation to the Customers referred to in paragraph 1, the statutory warranty for defects (rękojmia under Polish law) is excluded to the fullest extent permitted by law.
  3. The Seller's liability towards a Customer referred to in paragraph 1 for non-performance or improper performance of the Agreement is limited to the net value of the Order to which the claim relates, excluding damage caused intentionally.
  4. The Seller is not liable towards a Customer referred to in paragraph 1 for lost profits, indirect losses, business interruption, loss of revenue or other consequential damage, unless mandatory provisions of law provide otherwise.
  5. Agreements with the Customers referred to in paragraph 1 are governed by Polish law, and the United Nations Convention on Contracts for the International Sale of Goods (CISG) is excluded.
  6. Disputes between the Seller and a Customer referred to in paragraph 1 are settled by the court having local jurisdiction over the Seller's registered office in Poland.

§ 20. Amendments to these Terms

  1. The Seller may amend these Terms for valid reasons, in particular in the event of changes in the law, changes in the operation of the Store or the ERP System, changes to payment methods, changes to delivery methods or delivery countries, changes to the Seller's details or the need to clarify provisions of these Terms.
  2. Orders placed before an amendment to these Terms enters into force are governed by the Terms in the wording applicable at the time the Order was placed, unless the law requires other rules to be applied.
  3. If the Customer has an account in the Store, the Seller may inform them of an amendment to these Terms at the e-mail address assigned to the account. A Customer who does not accept changes concerning the operation of the account may request that the account be deleted.

§ 21. Governing law, jurisdiction and final provisions

  1. These Terms and the Agreement are governed by Polish law.
  2. The choice of Polish law does not deprive a Consumer of the protection afforded to them by provisions that cannot be derogated from by agreement under the law of the country in which they have their habitual residence, in accordance with Article 6(2) of Regulation (EC) No 593/2008 (Rome I). Where the mandatory consumer protection rules of that country are more favourable to the Consumer than Polish law, those rules apply.
  3. A Consumer may bring proceedings against the Seller before the courts of the country in which the Consumer is domiciled, and may be sued by the Seller only before the courts of that country, in accordance with Articles 17-19 of Regulation (EU) No 1215/2012 (Brussels I bis).
  4. No provision of these Terms is intended to exclude or limit the rights of a Consumer or an Entrepreneur with Consumer rights arising from mandatory provisions of law.
  5. If any provision of these Terms is or becomes invalid or unenforceable, the remaining provisions remain in force.
  6. These Terms apply from the date of their publication at sowosz.com.

ANNEX 1

Model withdrawal form

Addressee: PRZEDSIĘBIORSTWO PRODUKCYJNO-USŁUGOWO-HANDLOWE "SOWOSZ" SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Wadowicka 86, 32-551 Jankowice, Poland, e-mail: biuro@sowosz.pl or schody@sowosz.pl

I hereby give notice of my withdrawal from the contract of sale of the following Goods:

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

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

Date of conclusion of the contract / order number: ..............................................................................................

Date of receipt of the Goods: ................................................................................................................................

Name of the Consumer / Entrepreneur with Consumer rights: ...........................................................................

Address and country: ............................................................................................................................................

E-mail address / telephone: ..................................................................................................................................

IBAN and BIC/SWIFT for the refund, if the refund is to be made by transfer:

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

Signature (only if this form is notified on paper): ................................................................................................

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

This form should be completed and returned only if you intend to withdraw from the Agreement. The form does not apply to Custom-made Goods, for which the right of withdrawal is excluded under Article 16(c) of Directive 2011/83/EU.

ANNEX 2

Supporting complaint form

Addressee: PRZEDSIĘBIORSTWO PRODUKCYJNO-USŁUGOWO-HANDLOWE "SOWOSZ" SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, ul. Wadowicka 86, 32-551 Jankowice, Poland, e-mail: biuro@sowosz.pl or schody@sowosz.pl

Customer name / company: ..................................................................................................................................

Address and country: ............................................................................................................................................

E-mail address / telephone: ..................................................................................................................................

Order number / date of conclusion of the contract: .............................................................................................

Name of the Goods complained about: ................................................................................................................

Description of the identified lack of conformity of the Goods with the Agreement:

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

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

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

Customer's request: repair / replacement / price reduction / withdrawal from the Agreement / other:

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

Attachments, e.g. photographs, correspondence, documentation: ....................................................................

Date and signature of the Customer: ....................................................................................................................

Use of the complaint form is not obligatory. A complaint may be submitted in any form.