Terms and Conditions of the seesofa.com Online Store

1. General provisions

Information about the Seller

The online store seesofa.com (hereinafter: the “Store”) is operated by Pillovely.com Sp. z o.o., with its registered office at: ul. Kościelna 17a, 34-123 Chocznia, Poland. The company is entered in the register of entrepreneurs of the National Court Register (KRS) under number 0001051675, holds Polish tax identification number (NIP) 5512661457 and REGON 526101886. The Seller may be contacted via e-mail: hello@seesofa.com and by telephone:+48 733 701 733 (standard call charges apply). Full identification and contact details of the Seller are provided in these Terms in accordance with applicable legal requirements.

Scope of business

The Seller conducts retail sales of furniture via the Internet. Orders are fulfilled worldwide. All products offered in the Store are brand new, free from physical and legal defects, and are not personalised or manufactured according to the Customer’s individual specifications (the Store does not offer goods made to the Customer’s order).

Definitions

For the purposes of these Terms, the following terms shall mean:

Seller – Pillovely.com Sp. z o.o. with its registered office in Chocznia, providing distance-selling services and electronic services.

Customer – a natural person, legal person or organisational unit using the Store (including placing an order). The Customer may be a Consumer or a business customer.

Consumer – a Customer who is a natural person performing a legal act (purchase) not directly related to their business or professional activity (in accordance with Article 221 of the Polish Civil Code). For the purposes of these Terms, the Consumer shall also include – unless expressly stated otherwise – a natural person concluding an agreement directly related to their business activity where, from the content of the agreement, it follows that it is not of a professional nature for that person (the so-called “entrepreneur with consumer rights” under Article 38a of the Polish Act on Consumer Rights).

Terms – these Terms and Conditions of the seesofa.com online store, defining the rights and obligations of the Seller and Customers.

Sales contract – a contract for the sale of products concluded at a distance between the Customer and the Seller via the Store, under the conditions described in these Terms.

Electronic services – services provided electronically by the Seller to Customers via the Store, referred to in Section 2 of these Terms (including, among others, maintaining an Account, enabling the placement of an order, etc.).

Business day – a day from Monday to Friday, excluding public holidays in Poland.

Applicability of the Terms

These Terms constitute an integral part of sales contracts and agreements for the provision of electronic services concluded via the Store. A condition for placing an order in the Store or creating an Account is prior familiarisation with these Terms and acceptance of them by the Customer. The Terms are made available free of charge on the Store website in a form allowing the Customer to obtain, reproduce and store them (including in PDF format) before concluding a contract. The Seller ensures transparency of commercial information – in particular, it provides all information required by law regarding the offered products, the Seller’s details, prices (including taxes), delivery costs, withdrawal procedure and complaint procedure, as well as the Seller’s liability for defects (statutory warranty).

Compliance with regulations

The provisions of these Terms comply with the applicable law of the European Union and Polish law and, in particular, take into account the requirements of:

• Directive 2011/83/EU on consumer rights (including the Consumer’s right to full pre-contractual information and the right to withdraw from a contract within 14 days),

• Directive (EU) 2019/2161 of the European Parliament and of the Council (the so-called Omnibus Directive) concerning, among other things, price transparency and consumer reviews in e-commerce (the obligation to inform about the lowest price of a product in the 30 days prior to the reduction and to verify the authenticity of customer reviews),

• Directive 2000/31/EC on electronic commerce (regarding services provided electronically),

• corresponding Polish statutes, in particular the Act of 30 May 2014 on Consumer Rights, the Act of 18 July 2002 on the Provision of Services by Electronic Means, and relevant provisions of the Polish Civil Code,

• as well as Google Merchant Center guidelines regarding store transparency, returns policy (min. 30 days), handling of complaints, provision of contact details and price transparency.

In the event of a conflict between the provisions of these Terms and mandatory consumer law provisions, such statutory provisions shall prevail over these Terms. These Terms do not limit or exclude any statutory rights of the Consumer granted under Polish law or the law of the EU Member State in which the Consumer has their place of residence.

2. Electronic services and conditions of using the Store

The Seller provides the following electronic services to Customers via the Store:

Browsing the Store’s assortment

A free service enabling Customers to familiarise themselves with the Store’s product offer.

Customer Account

An optional service consisting of creating and maintaining a user account in the Store, secured by a login (e-mail address) and password. The Account allows, among other things, checking order status, viewing purchase history and independently editing Customer data. The Account is created by completing the online registration form and accepting these Terms. The agreement for maintaining the Account is concluded at the moment the Customer confirms registration (e.g., by clicking an activation link). The Account service is provided free of charge for an indefinite period, and the Customer may resign at any time by deleting the Account or requesting the Seller to delete it.

Order form (basket)

A service enabling the placement of an order for products without the need to have an Account. The service is of a one-time nature – it begins when a product is added to the basket and the order form is filled in, and ends when the order is placed or the Customer discontinues the ordering process.

Newsletter (optional)

If the Customer gives consent, the Seller may provide a newsletter service (commercial information by e-mail). The Customer may unsubscribe at any time by clicking the appropriate link in the footer of the received message or by contacting the Seller.

Technical requirements

To use the Store (including browsing the offer and placing orders), a device with Internet access and an Internet browser supporting JavaScript and cookies is required. The use of the latest versions of Google Chrome, Mozilla Firefox, Safari, Opera or Microsoft Edge is recommended. The Customer should also have an active e-mail address (required for Account registration and contact regarding an order). The Seller makes efforts to ensure that the Store can be used with all popular browsers, operating systems and device types (computer, tablet, smartphone).

Requirements for registration and use of the Account

Registration of an Account in the Store requires the Customer to provide a current e-mail address (also serving as the login) and a password. The Customer is obliged to protect access data to the Account from disclosure to third parties. It is prohibited to transfer or share the Account with other persons. Information entered by the Customer during registration (such as first name, last name/company name, address, contact details) should be true and up to date. The Customer is responsible for the correctness of the provided data. Using the Account and the Store is free of charge (the Customer may only incur Internet connection costs according to their operator’s tariff).

Prohibitions and Customer obligations

The Customer undertakes to use the Store in a manner compliant with the law, good practices and the provisions of these Terms. It is prohibited for the Customer to provide unlawful content, offensive content or content infringing third parties’ personal rights. The Customer should not undertake actions that may disrupt the functioning of the Store (e.g., interference with content, attempts to gain unauthorised access to the system, etc.). If such actions are identified, the Seller has the right to block the Customer’s Account or refuse to fulfil an order, informing the Customer accordingly.

Termination of the electronic services agreement

The Customer may terminate the use of electronic services provided by the Seller at any time. In particular, a Customer who has an Account may request its deletion at any time (which is equivalent to termination of the Account maintenance agreement with immediate effect). The Seller may terminate the agreement for providing electronic services (e.g., relating to the Account) for important reasons, with 14 days’ notice, by sending relevant information to the Customer’s e-mail address (important reasons include, for example, discontinuation of the Store or a gross breach of the Terms by the Customer). For Customers who are Consumers, termination of the electronic services agreement takes place under the rules set out in applicable regulations. Complaints regarding electronic services (e.g., technical issues with the Account, website errors) may be submitted in accordance with the procedure described in Section 8 of these Terms (Complaints).

3. Rules for placing orders and concluding the sales contract

Product information

The Seller makes every effort to ensure that product information presented on the Store pages (descriptions, photos, prices) is reliable, complete and up to date. Product descriptions contain the main characteristics of the goods, their purpose, dimensions, material, etc., fulfilling the obligation to provide the Consumer with information about the essential characteristics of the goods before concluding the contract. All information presented in the Store (including announcements, advertisements, price lists and other product information) shall be treated as an invitation to conclude a contract (the Customer makes an offer to conclude a contract by placing an order) – and does not constitute an offer within the meaning of Article 66 of the Polish Civil Code. The Seller reserves the right to continuously update the Store’s offer, including withdrawing products, introducing new products, changing prices and conducting and cancelling promotions or sales (these changes shall not affect the rights of persons who placed orders before such changes were introduced).

Placing an order

The Customer may place an order 24 hours a day, 7 days a week, via the Store website. To place an order, the Customer:

• Selects a product – on the product page selects possible variants (e.g., colour, dimensions) and clicks the button to add to the basket.

• Goes to the basket – after completing the order, the Customer goes to the summary (basket contents), where they can verify the selected products, their quantities, unit prices and total price. At this stage, the Customer may enter discount codes, if provided by the Seller.

• Completes the order form – the Customer provides data necessary to fulfil the order: name and surname (or company name and VAT number, if purchasing as a business), shipping address, e-mail address, contact phone number. If the Customer has an Account and is logged in, data may be automatically filled in from the profile (with the option to edit).

• Selects delivery and payment method – from available options the Customer selects the preferred delivery method (e.g., courier, parcel locker) and payment method (described in detail in Section 4 of these Terms). Delivery costs will be automatically added to the order value and displayed in the summary.

• Reviews the summary – before placing the order, the Customer receives a complete order summary including, among others: the list of selected products, quantities, unit prices, total order value including taxes, cost of selected delivery, discounts (if any), and selected payment method. At this stage the Customer should verify the correctness of data and order contents. The Seller ensures that all transaction conditions and all costs the Customer will have to bear are clearly presented before finalising the order.

• Submits an order with an obligation to pay – to finalise, the Customer confirms the order by clicking a button clearly indicating that submitting the order entails an obligation to pay (e.g., “Order and pay”). Clicking this button constitutes submitting to the Seller an offer to buy the indicated goods for the total price displayed in the summary. By submitting the order, the Customer also accepts these Terms (if they have not done so earlier).

Confirmation of receipt of the order

After placing an order, the Customer receives an e-mail confirming that the order has been received by the Store. The message contains a summary of the essential terms of the sales contract, in accordance with the requirements of Article 21 of the Polish Act on Consumer Rights (including specification of ordered products, total price including taxes and delivery costs, selected payment and delivery method, Seller’s details, the content of these Terms or a link to them, etc.). The order is then verified by the Seller. The sales contract between the Customer and the Seller is concluded when the Seller sends the Customer a second e-mail confirming acceptance of the order for fulfilment (status “order confirmed”). If the order cannot be confirmed (e.g., the goods are temporarily unavailable), the Seller will inform the Customer (e.g., proposing another shipping date or cancelling the order with a full refund of paid funds if payment was made in advance).

Order modifications

The Customer may change or withdraw an order until it is confirmed by the Seller. To introduce changes or cancel an order, the Customer should contact the Seller immediately (by phone or e-mail). After the Seller confirms acceptance of the order for fulfilment, changes are possible only with the Seller’s consent (which may affect the fulfilment time).

Order limitations

The Seller reserves the right to refuse fulfilment of an order within one Account or one delivery address if orders exceed reasonable quantities (wholesale nature of consumer orders). In the case of unusual orders (very large quantity of a given product), the Seller may contact the Customer to confirm the order or agree individual fulfilment terms. The Store does not conduct wholesale sales – the offer is directed to retail consumers.

Invoice and proof of purchase

For each completed order, proof of purchase is issued – a fiscal receipt or VAT invoice (according to the Customer’s choice). A VAT invoice may be issued to a natural person or a company (based on the data provided by the Customer when ordering). The Customer agrees to receive the invoice in electronic form (PDF sent by e-mail), unless they request a paper invoice.

4. Prices and payment methods

Product prices

All product prices in the Store are expressed in euro (EUR ) or – if the offer is directed to other countries – in the local currency of the selected country (euro, etc., according to the selected language/currency version of the website). Prices are gross prices, i.e., they include all taxes, including VAT, according to applicable rates. The Seller ensures that the prices presented next to products are final prices (the Seller does not hide any additional fees in the product price). Price transparency is a priority – all amounts the Customer will have to pay are clearly provided before placing an order, including potential delivery costs or fees for the selected payment method.

Information about delivery costs

The costs of delivering the goods (shipping) are not included in the product prices. Delivery fees are added during the ordering process, according to the rate depending on the selected delivery method and the destination country. The Customer is informed of the total delivery cost before final confirmation of the order (in the summary). If, for objective reasons, the exact amount cannot be determined in advance (e.g., in the case of non-standard shipping), the Seller will indicate the method of calculating the fee or inform about the obligation to pay it – in accordance with Article 12(1)(6) of the Polish Act on Consumer Rights. Standard delivery options with predefined prices are normally available in the Store.

Price changes

Product prices displayed on the Store website may change; however, for orders placed (submitted by the Customer), the price applicable is the price at the moment the order is placed. If the Seller introduces promotions or sales, information about their terms (e.g., duration, product range covered) is provided in the Store each time. In the case of a price reduction, for discounted goods the Seller also provides information about the lowest price of that product during the 30 days prior to the reduction, in fulfilment of obligations resulting from provisions implementing the Omnibus Directive.

Payment methods

The Seller provides the following payment methods:

Advance payment (prepayment) – electronic payment before shipping. The Customer may pay:

• by debit/credit card (e.g., Visa, MasterCard) via a secure online payment gateway,

• by online bank transfer (pay-by-link) via a payment integrator (e.g., PayU, Przelewy24) – after placing the order the Customer is redirected to the payment system to make the payment,

• via PayPal / Google Pay / Apple Pay – if available,

• by traditional bank transfer to the Seller’s account (details provided after placing the order). When selecting this option, fulfilment may be delayed until the funds are credited; the Customer should pay within 7 days of placing the order (after that, failure to pay may result in cancellation of the order).

Cash on delivery (COD) – payment upon delivery. The Customer pays cash to the courier delivering the parcel, or by card (if the courier company offers this option) at the time of delivery. Note: cash on delivery is available only for shipments within Poland.

At least one conventional payment method (e.g., payment card or payment upon delivery) is always available to Customers, in line with e-commerce platform requirements. The Seller does not charge any additional fees for using particular payment methods (except possible currency conversion fees charged by the Customer’s bank if the payment currency differs from the Customer’s account currency).

Payment security

All online payments are handled via reputable, certified payment service providers, ensuring an appropriate level of security (encrypted SSL connection, compliance with PCI DSS standards for card transactions, etc.). The Seller does not have access to the Customer’s confidential payment data (such as credit card numbers) – such data is processed directly by the entities executing the payment.

No hidden costs

The Seller declares that it does not apply any hidden transaction fees. The full payment model and total cost borne by the Customer is transparently disclosed before finalising the order. In particular, the Seller does not require any additional commissions for using a specific payment method (unless the law provides exceptions, e.g., any surcharge for the chosen payment method may not exceed the cost incurred by the Seller for that method).

5. Delivery of goods

Delivery options

The Seller delivers goods via specialised courier and postal companies. Available delivery methods include, among others: courier delivery to the specified address, parcel locker delivery (in Poland) or collection at a point (if such services are available in a given country). During ordering, the Customer selects the preferred delivery method from those available for the selected country and for the size/weight of the furniture. Due to the nature of the assortment (larger-size furniture), some delivery methods may be limited – e.g., parcel locker delivery is only possible for smaller items fitting standard locker dimensions; larger furniture is delivered by courier directly to the address.

Order fulfilment time

The time for the Customer to receive the parcel consists of order preparation time and delivery time. Preparation time (picking and packing) is usually up to 2 Business Days from order confirmation (for prepayment – from crediting of payment). Most orders are processed (handed over to the courier) within 24 hours. Delivery time depends on the selected method and address: courier shipments within Poland are usually delivered within 1–2 Business Days from dispatch; delivery to EU countries generally takes 3–7 Business Days (exact estimated times are provided in the delivery method description). The Seller makes efforts to ensure that orders are delivered no later than 30 days from concluding the contract, in accordance with Article 543^1 of the Polish Civil Code – in practice delivery is much faster unless a longer period is indicated in the product description (e.g., a product on order with a specified lead time). In case of dispatch delay or expected delivery delay, the Seller will notify the Customer and agree further steps (the Customer has, among others, the right to set an additional deadline, and after its ineffective expiry – to withdraw from the contract and receive a refund).

Delivery costs

Delivery costs are borne by the Customer unless the Store offer states otherwise (e.g., free delivery above a certain order amount). Delivery fees for individual methods (standard courier, courier with carrying-in option, parcel locker, etc.) are provided in the Store – in the “Delivery costs and methods” section and during checkout. The cost depends on the weight and size of goods and the delivery country. For international shipping (within the EU), delivery prices vary by zone/country – a fee table is available on the information page or calculated automatically in the basket after selecting the delivery country. The Customer is informed of the exact delivery cost before confirming the order.

Delivery performance

Shipments are delivered on Business Days (Monday–Friday) during standard courier working hours. If the Customer provides a phone number, the courier may contact the Customer to agree a convenient delivery time or provide information (e.g., about planned delivery). It is recommended that someone be present at the delivery address on the delivery day to receive the parcel. For courier shipments within Poland, the courier usually makes two delivery attempts; if both are unsuccessful, the parcel is returned to the sender. For international deliveries, the procedure depends on the carrier (usually similar – several attempts or collection at a point).

Checking the parcel upon receipt

The Seller recommends that the Customer (if possible) check the condition of the parcel upon receipt in the presence of the delivery person. If damage to the packaging or tapes is found, it is advisable to prepare a damage report with the courier and contact the Seller promptly. This is not mandatory to submit a complaint, but it facilitates and accelerates the complaint process for damage incurred during transport. The Seller ensures careful packaging and insurance of all parcels; the risk of accidental loss or damage during transport is borne by the Seller until the goods are handed over to the Customer (or a third party indicated by the Customer other than the carrier) – in accordance with Article 548 §3 of the Polish Civil Code. This means that if the goods are lost or damaged in transit, the Seller is responsible and will provide replacement goods or a refund.

Delivery restrictions

The Seller delivers exclusively within the European Union. Currently, the Seller does not ship goods outside the EU. Shipping to certain countries or special territories (e.g., Canary Islands, Ceuta, Melilla, French Guiana, etc.) may not be available – if in doubt, the Customer is asked to contact the Seller before placing an order. The Seller does not ship to PO boxes / PO Box or poste restante.

Proof of delivery

Together with the goods, the Customer receives a sales document (receipt or invoice) and (optionally) other product documents, such as a manufacturer’s warranty card (if the product is covered by a warranty), assembly/use instructions in Polish and possibly in other EU languages.

6. Right of withdrawal from the contract (return of goods)

This section applies to Customers who are Consumers (and, accordingly, “entrepreneurs with consumer rights” referred to in Section 1). The Consumer has the right to withdraw from a distance sales contract (i.e., return the purchased goods) without giving any reason and without incurring costs other than the direct cost of returning the product. The standard statutory withdrawal period is 14 days from the day the Consumer (or a third party indicated by them other than the carrier) takes possession of the goods. The Seller voluntarily extends this period to 30 days, meeting Customer expectations and platform requirements – therefore, each Consumer may withdraw from the contract within 30 days from the day the product is delivered, by submitting an appropriate statement to the Seller.

To meet the 30-day deadline, it is sufficient to send the withdrawal statement before the deadline expires (e.g., electronically by e-mail or by traditional post). The Consumer may formulate the statement independently or use a model withdrawal form attached to the Act on Consumer Rights (the Seller also makes such a form available on the Store website and sends it as an attachment to the order confirmation message). Using the model form is not mandatory – any unambiguous statement is sufficient (e.g., an e-mail informing about the decision to withdraw, including the order number). The Seller will promptly confirm receipt of such statement (by e-mail reply).

Effects of withdrawal

As a result of effective withdrawal, the contract is deemed not concluded. The parties are obliged to return to each other what they have received: the Consumer – the product, the Seller – the product price together with the original delivery costs to the Customer (if charged). The Consumer does not bear any penalties or additional fees due to withdrawal. The only cost that may be borne by the Consumer is the direct cost of returning the goods to the Seller (return shipping cost).

Return of the product

The Consumer should send back or hand over the returned goods to the Seller’s address: Pillovely.com Sp. z o.o., ul. Kościelna 17a, 34-123 Chocznia, Poland, without undue delay, however no later than 14 days from the day the Consumer withdrew from the contract. To meet the deadline, it is sufficient to dispatch the return shipment before the deadline expires. It is recommended to include proof of purchase (receipt/invoice) with the return parcel or provide the order number – this facilitates identification of the return, although it is not a condition for processing the return. Note: the Seller does not accept parcels returned cash on delivery (COD) or at the recipient’s expense – please return the goods using prepaid shipping, as the Consumer bears the direct costs of returning the goods. If possible, please secure the goods for shipping in a manner corresponding to the original packaging (to minimise the risk of damage in transit).

Refund by the Seller

The Seller will refund the payment to the Consumer no later than within 14 days from the day the Seller receives the Consumer’s withdrawal statement. However, the Seller may withhold the refund until it receives the returned goods or the Consumer provides evidence of having sent the goods back – whichever occurs earlier (in accordance with Article 32(3) of the Polish Act on Consumer Rights). The refund includes: the paid product price and the cost of the cheapest delivery option offered by the Seller for delivery of the product to the Consumer (if the Consumer paid delivery at purchase). If the Consumer chose a delivery method more expensive than the cheapest standard delivery option offered in the Store, the Seller is not obliged to refund the difference (additional costs) – only the equivalent of the cheapest available delivery option will be refunded. The refund will be made using the same payment method used by the Consumer, unless the Consumer expressly agrees to another solution that does not involve any costs for them (e.g., providing a bank account number for a bank transfer refund). The Seller will issue and send a corrected invoice (if an invoice was issued).

Liability for diminished value

The Consumer is liable for any diminished value of the returned goods resulting from using them in a manner exceeding what is necessary to establish the nature, characteristics and functioning of the goods. In other words, the Consumer may carefully unpack and check the goods to the extent they could do in a physical store (e.g., inspect furniture, measure it, check colour), but should not use it intensively in a way that could leave signs of use. If the Consumer used the goods excessively, the Seller may reduce the refund amount accordingly (pursuant to Article 34(4) of the Act on Consumer Rights). For example: if the returned furniture bears clear signs of use or assembly reducing its market value, the Seller may appropriately reduce the refunded amount. To avoid potential deductions, careful handling of the goods is recommended until the decision about a return is made.

Exceptions to the right of withdrawal

The right of withdrawal from a distance contract does not apply to contracts listed in Article 38 of the Act on Consumer Rights, including, among others, contracts: for services fully performed with the consumer’s consent; for delivery of non-prefabricated goods manufactured according to the consumer’s specification or clearly personalised; for goods liable to deteriorate rapidly; for sealed goods which cannot be returned for hygiene reasons once unsealed; audio/video recordings or software in sealed packaging once opened, etc. The Seller informs that the Store offers personalised products made according to the individual specifications of the Customer. In accordance with Article 16(c) of Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to goods that are made to the consumer’s specifications or clearly personalised. Information about the personalised nature of the product and the exclusion of the right of withdrawal is clearly indicated in the product description each time.

Voluntary extension of the return period

The extension of the withdrawal period to 30 days constitutes an additional right granted by the Seller to all Consumers above the statutory minimum of 14 days. It does not limit or exclude the Consumer’s right to withdraw within the statutory period – it is a broader Seller return policy meeting, among others, Google Merchant Center requirements (which recommend at least a 30-day return window) and responding to customer expectations. All withdrawal rules and procedures described above apply accordingly also to withdrawals made between day 15 and day 30 after delivery.

7. Complaints and statutory warranty for defects

The Seller has a legal obligation to supply goods in conformity with the contract – free of physical and legal defects. If the purchased product proves defective, not as described or damaged, the Customer (being a Consumer) has the right to submit a complaint under statutory warranty for defects (referred to since 2023 as liability for non-conformity of goods with the contract for Consumers). Statutory warranty is the Seller’s liability regulated in the Polish Civil Code and the Act on Consumer Rights, providing protection to the Consumer in the event of defective goods.

Rights under statutory warranty

Under a complaint based on statutory warranty, the Consumer has the right to demand repair of the defective goods or replacement with new goods free of defects. The Seller may replace or repair within a reasonable time without excessive inconvenience to the Consumer. If repair or replacement is not possible (e.g., due to lack of spare parts) or would involve excessive costs, or if the Seller fails to satisfy such request within an appropriate time, the Consumer may demand a price reduction or – in the case of a material defect – withdraw from the contract (refund). In the case of a price reduction, the parties agree a proportionate amount corresponding to the diminished value. In the case of withdrawal – the Consumer returns the goods and the Seller refunds the full price. The Consumer cannot withdraw from the contract if the defect is insignificant (a minor defect can generally be remedied by repair or compensated by a discount). The above Consumer rights result from applicable regulations (including, among others, Article 43e et seq. of the Act on Consumer Rights implementing Directive (EU) 2019/771 on the sale of goods).

Time limit for finding a defect

The Seller is liable for defects or non-conformity found within 2 years from delivery of the goods to the Consumer (this is the statutory liability period for conformity with the contract). If a defect was found before the end of 2 years, the Consumer may submit a complaint even after this period – it is important that the non-conformity occurred within the Seller’s liability period. To preserve rights, it is recommended that the Consumer informs the Seller about the noticed defect within a reasonable time after it is discovered (preferably within 2 months), although failure to notify within that time does not result in loss of the right to complain. Within the first year from delivery, it is presumed that the discovered non-conformity existed at the time of delivery (which facilitates the Consumer’s claims).

Complaint procedure (goods)

To submit a complaint, the Customer should contact the Seller and provide: information about the defect, the date it was noticed, the requested remedy (repair, replacement, price reduction, withdrawal – as described above) and contact details. Including proof of purchase or an order number is recommended to facilitate identification. A complaint may be submitted in any form, e.g.:

• by e-mail to: hello@seesofa.com

• in writing by post to the Seller’s registered address (ul. Kościelna 17a, 34-123 Chocznia)

• by phone at +48 733 701 733 (during office hours). In the case of an oral complaint, the Seller may request written/e-mail confirmation for evidentiary purposes.

If the complaint concerns mechanical damage incurred during transport, it is advisable to report it as soon as possible (preferably within 7 days of receipt) and – if a damage report was prepared with the courier – attach a copy. The Seller may ask for photos showing the defect/damage, which may help assess the situation.

Confirmation and handling of complaints

The Seller will confirm receipt of the complaint (if sent by e-mail or post) and proceed to examine it. The Seller will respond within 14 calendar days from receipt of the complaint. Lack of response within this period shall mean that the complaint is deemed justified and the Customer’s request is automatically accepted. In the case of a justified complaint, the Seller will perform the requested actions (repair, replacement, partial or full refund) in accordance with regulations. All costs related to an accepted complaint (in particular the cost of returning the goods to the Seller and delivery of repaired/new goods to the Customer) are borne by the Seller. If the Customer prepaid, a refund (or price difference) will be made without undue delay, no later than 14 days from the date of a positive complaint decision, to the bank account indicated by the Customer or in another agreed manner.

If the complaint is rejected (deemed unjustified), the Seller will inform the Customer of its position, providing reasons and information about further options (e.g., mediation or assistance of a consumer ombudsman). Goods returned after an unfounded complaint will be sent back to the Customer at the Seller’s expense or made available for collection at the Seller’s registered office (depending on arrangements).

Manufacturer’s warranty

Independently of statutory warranty rights (which arise by law), some products may have an additional manufacturer’s or distributor’s warranty. The warranty is a voluntary commitment of the guarantor and its detailed terms are specified in the warranty card attached to the product (or in the product description). If the manufacturer grants a warranty, information on its conditions (duration, territory, procedure) is contained in the product documentation. Using warranty rights does not affect the possibility of pursuing claims under statutory warranty – the Customer may choose whether to complain to the Seller (statutory warranty) or use the manufacturer’s warranty, if granted. The Seller indicates that a manufacturer’s warranty, if provided, is an additional right – using it is optional, and not using it (or its absence) does not deprive the Consumer of statutory rights against the Seller.

Complaints regarding electronic services

If the Customer has objections to the operation of electronic services provided by the Seller (e.g., technical issues with registration, login, Store functionality), the Customer also has the right to submit a complaint. Such complaint may be submitted e.g. by e-mail to: hello@seesofa.com describing the problem. The Seller will handle such complaint within 14 days and provide a response (unless mandatory regulations provide another deadline).

Out-of-court dispute resolution

The Seller informs that the Consumer may use out-of-court methods of handling complaints and pursuing claims, including, among others: mediation at Voivodeship Inspectorates of Trade Inspection, permanent consumer arbitration courts at Trade Inspection, or assistance from municipal/county consumer ombudsmen. Detailed information is available on the website of UOKiK (Polish Office of Competition and Consumer Protection). In addition, the Consumer may use the EU ODR (Online Dispute Resolution) platform available at: https://ec.europa.eu/consumers/odr. The ODR platform is a point of access for Consumers and traders wishing to resolve disputes out of court regarding obligations arising from online sales/service contracts. Mediation/arbitration is voluntary and requires consent of both parties. The Seller declares readiness to consider an out-of-court solution.

8. Seller’s liability and reservations

Conformity of goods with the contract

The Seller is liable for conformity of the sold goods with the contract to the extent provided by applicable consumer law. The Seller ensures that products offered in the Store correspond with descriptions and their intended use; if non-conformity is found, the complaint procedures described in Section 7 apply.

Changes in offer and errors

The Seller reserves the right to update the Store website content and correct potential errors in product descriptions or prices. If, despite the Seller’s efforts, an obvious error appears in a product description or price (e.g., a grossly understated price compared to market value due to a system defect), the Seller will inform the Customer before order confirmation. The Customer may then confirm the order at the corrected price or cancel it. If contact with the Customer is not possible, the order may be cancelled partially or in full. This does not limit Consumer rights – if the Consumer does not agree to proceed after correction, the Consumer will receive a full refund.

Product presentation

Every effort has been made to ensure product photos and presentations reflect actual appearance and colours. However, slight colour differences may occur due to Customers’ monitor/display settings. The Seller is not liable for such minor visual differences that do not affect functionality and key properties. Furniture dimensions given on the website may differ from actual by +/- 2% due to production and measurement specifics – differences within this range do not constitute a defect.

Use of furniture

The Seller reminds that furniture should be used in accordance with its intended purpose and the manufacturer’s instructions. Incorrect assembly or use (e.g., overloading shelves beyond permissible weight, exposure to conditions for which the furniture is not designed) may damage the product. The Seller is not liable for damage caused by use contrary to intended purpose or instructions, unless it results from the Seller’s negligence (e.g., incorrect instructions).

Force majeure and external events

The Seller will not be liable for non-performance or improper performance of obligations regarding order fulfilment if caused by force majeure understood as extraordinary, external events that cannot be foreseen or prevented (e.g., natural disasters, states of emergency, wars, failures of IT systems not attributable to the Seller, etc.). In such cases, the Seller will promptly inform Customers about possible delays or problems and will make efforts to minimise negative effects.

Liability towards business customers

The provisions of this section are not intended to limit liability towards Consumers. In relations with Customers who are not Consumers (business customers purchasing within their business/professional activity), the Seller’s liability under statutory warranty is limited – the Seller is not liable for lost profits, and any liability for actual damages is limited to the order value. Additionally, towards non-Consumer Customers, the Seller may exclude statutory warranty rights (based on Article 558 §1 of the Polish Civil Code) – by default statutory warranty does not apply to business customers unless the parties agree otherwise. This does not apply to natural persons conducting sole proprietorships referred to above (entrepreneurs treated as Consumers).

9. Personal data protection (GDPR)

Data controller

The controller of Customers’ personal data provided in connection with using the Store (creating an Account, placing orders, contacting the Seller) is Pillovely.com Sp. z o.o. with registered office in Chocznia (address as in Section 1). Personal data is processed in accordance with applicable law, including Regulation (EU) 2016/679 (GDPR) and Polish personal data protection law. All collected personal data is protected with due care and secured against unauthorised access.

Purposes and legal bases of processing

Customer personal data is processed for the following purposes:

• Order fulfilment – necessary for performance of the sales contract (Article 6(1)(b) GDPR). Data such as first name, last name, delivery address, e-mail, phone number, and for business customers company name and VAT number are necessary to accept and handle the order, payment, delivery, and handling of complaints/returns.

• Creation and operation of the Customer Account – based on the electronic services agreement (Article 6(1)(b) GDPR).

• Newsletter / direct marketing – where Customer consent is given for commercial information (legal basis: consent, Article 6(1)(a) GDPR, or the Seller’s legitimate interest for existing customers, Article 6(1)(f) GDPR).

• Handling Customer inquiries – to respond to inquiries (legal basis: legitimate interest in customer service).

• Compliance with legal obligations – e.g., keeping accounting records (legal basis: Article 6(1)(c) GDPR).

Providing personal data is voluntary but necessary to conclude and perform the contract (lack of certain data prevents fulfilment). The Seller processes only adequate and necessary data. Data is not subject to automated decision-making or profiling without the Customer’s consent.

Data sharing

Customer personal data may be transferred to third parties to the extent necessary to fulfil orders and services: e.g., courier/transport companies receive address and contact details to deliver parcels; payment operators receive data necessary to process payments; hosting or store software providers may access data under data processing agreements. In such cases, the Seller concludes appropriate processing agreements ensuring data security. Data may also be disclosed to public authorities where required by law (e.g., tax authorities, law enforcement upon request).

Data subject rights

Under GDPR, each data subject has the right to: access their data, rectify data, delete data (“right to be forgotten”) where applicable, restrict processing, data portability (within the scope of Article 20 GDPR), and object to processing based on the controller’s legitimate interests or for marketing purposes. Where processing is based on consent, the Customer may withdraw consent at any time (without affecting the lawfulness of processing prior to withdrawal). To exercise rights, contact the Seller (in writing or by e-mail). The data subject also has the right to lodge a complaint with the supervisory authority – the President of the Personal Data Protection Office in Poland (ul. Stawki 2, 00-193 Warsaw) – if they believe processing violates the law.

Privacy policy and cookies

Detailed information regarding processing of personal data, security measures, retention periods, as well as cookies and analytical tools, is included in a separate Privacy Policy. The Privacy Policy supplements these Terms and is available via the link: Privacy Policy (please read it upon first visit). By using the Store, the Customer confirms they have familiarised themselves with the rules of personal data processing.

10. Changes to the Terms

The Seller reserves the right to change these Terms in justified cases, such as: legal changes affecting the Terms, extension or change of the Store offer (e.g., new services, payments, delivery options), changes to Seller data (e.g., address, legal form) or correction of editorial errors. Each change enters into force on the date indicated by the Seller, not earlier than 14 days from making the amended Terms available to Customers (unless the law provides otherwise).

The Seller will inform registered Customers about planned changes by e-mail sent to the address assigned to the Account (and/or by a notice on the website) at least 14 days before the changes take effect. During this time, the Customer should review the changes. If the Customer does not accept the new Terms, they have the right during the period of the old version to terminate the Account agreement (requesting deletion of the Account) with immediate effect. Failure to terminate and continued use of Store services after the effective date of changes will be treated as acceptance of the new Terms.

For orders placed before the effective date of changes, the version of the Terms applicable on the order date applies. Changes to the Terms will not violate acquired rights of Customers (in particular, they will not apply retroactively). The current version of the Terms will always be available on the Store website. The Seller may also provide archived versions for comparison if needed.

11. Final provisions

Applicable law

In matters not regulated by these Terms, Polish law applies, in particular: the Polish Civil Code, the Act on Consumer Rights, the Act on the Provision of Services by Electronic Means and other relevant Polish law. Sales contracts concluded via the Store are concluded in Polish (or another language if the Store language version allows; the Polish language version is the primary version). Polish law is the applicable law for assessing legal relationships arising from these Terms and concluded contracts. If the Customer is a Consumer residing in another EU country, the choice of Polish law does not deprive the Consumer of the protection afforded by mandatory provisions that cannot be excluded by contract and that apply in the Consumer’s country of habitual residence (in accordance with Article 6(2) of Regulation (EC) No 593/2008 – Rome I). In other words, regardless of these Terms, the Consumer retains any mandatory consumer rights under the law of their country of residence, if such rights are more favourable than Polish provisions.

Jurisdiction

Any disputes between the Customer and the Seller will first be attempted to be resolved amicably. If no agreement is reached, the competent court will be a common court in accordance with territorial jurisdiction determined under the Polish Code of Civil Procedure. A Consumer may choose to pursue claims either before the court competent under general rules (court competent for the Seller’s registered office) or before the court competent for the Consumer’s place of residence (and registered office). The Seller informs that in Poland the court territorially competent for its registered office is the court in Wadowice; however, for foreign Consumers jurisdiction may be determined under the Consumer’s country’s rules if mandatory regulations so provide. The provisions of this section do not exclude the Consumer’s right to use out-of-court dispute resolution methods referred to in Section 7.

Severability

If any provision of these Terms is found in whole or in part invalid or ineffective by a final court judgment or a decision of a competent authority, the remaining provisions remain in force. In place of the invalid provision, the legal rules closest to the purposes of the invalid clause and these Terms as a whole shall apply.

Attachments and additional information

These Terms apply in the currently binding version from the effective date indicated below. Attached to the Terms is (available on the website) a model withdrawal form that the Consumer may use (not mandatory). All attachments constitute an integral part of these Terms.

Effective date of the Terms

These Terms in the above version apply from (...). All contracts concluded before that date are governed by the Terms version in force at the time of conclusion. The Seller stores archived versions of the Terms and makes them available upon the Customer’s request.

Thank you for reading these Terms. If you have any questions or doubts regarding their content, please contact us at the e-mail address provided. We wish you happy shopping at Seesofa.com!