Terms and conditions

I. Definitions

The following terms used in these Terms and Conditions have the meanings set out below:

1. Service Provider - Essente Sp. z o.o., with its registered office at ul. Białostocka 108, 16-010 Wasilków, Poland, entered in the register of entrepreneurs of the National Court Register maintained by the District Court in Białystok, 12th Commercial Division of the National Court Register, under KRS number 0001126726, tax identification number (NIP) 9662196981 and REGON number 529639178. Email addresses: This email address is being protected from spambots. You need JavaScript enabled to view it., This email address is being protected from spambots. You need JavaScript enabled to view it.; telephone: +48 85 733 52 12; +48 602 777 927; +48 608 709 359; +48 85 733 52 13; +48 728 311 299 (call charges according to the caller's operator tariff).
2. Website - all functionality and content made available by the Service Provider at https://www.essente.pl.
3. Online Shop (Shop) - the part of the Website through which Orders for Goods can be placed.
4. Goods - movable items offered in the Shop.
5. Additional Service - a paid service provided by the Service Provider to the Customer outside the Shop in connection with purchased Goods, such as installation, removal and connection services, repairs and maintenance after expiry of a commercial warranty, inspections and technical assessments carried out at the Customer's premises.
6. Electronic Services - services provided electronically through the Website within the meaning of Article 2(4) of the Polish Act of 18 July 2002 on the Provision of Services by Electronic Means, as amended, on the terms set out in these Terms and Conditions.
7. Customer - a natural person, legal person or organisational unit without legal personality that has legal capacity under applicable law, using the Website, including the Online Shop, in accordance with these Terms and Conditions, intending to place or placing an Order, intending to enter into or entering into an agreement for Electronic Services, or using other services of the Website or Shop.
8. Registered Customer - a Customer who has completed registration and activated a Customer Account.
9. Customer Account - a section of the Shop containing, among other things, information on Order fulfilment, Order history and status, the Registered Customer's preferences regarding selected Shop features, and payment and delivery details.
10. Party / Parties - the Service Provider and/or the Customer.
11. Terms and Conditions - these terms governing distance sales and the provision of Electronic Services.
12. Civil Code - the Polish Act of 23 April 1964 - Civil Code, as amended.
13. Consumer Rights Act – the Polish Act of 30 May 2014 on Consumer Rights, as amended.
14. Act on the Provision of Services by Electronic Means – the Polish Act of 18 July 2002 on the Provision of Services by Electronic Means, as amended.
15. Electronic Communications Law - the Polish Act of 12 July 2024 - Electronic Communications Law, as amended.
16. Sales Agreement - a distance sales contract within the meaning of the Consumer Rights Act and the Civil Code, entered into between the Service Provider and the Customer using means of distance communication, for Goods offered in the Shop, in accordance with their description, the terms stated in the Shop and these Terms and Conditions.
17. Order - a declaration of intent by the Customer to enter into a distance Sales Agreement through the Shop, specifying in particular the type and quantity of Goods and the payment and delivery methods.
18. Order Form - an interactive electronic form enabling the Customer to place an Order for one or more Goods in the Online Shop.
19. Newsletter - commercial information made available by the Service Provider through the Website to promote, directly or indirectly, the Goods, services or image of the Service Provider or cooperating entities.
20. Consumer - a Customer who is a natural person entering into a legal transaction with a trader for purposes not directly related to that person's business or professional activity.
21. Force Majeure - an external event beyond the Parties' control that is unexpected and cannot be avoided or prevented, such as strikes, war, riots, civil unrest, floods, fires or tornadoes.
22. Privacy Policy - the document describing the purposes and principles of collecting, processing and protecting Customers' personal data, available on the Website at https://www.essente.pl/en/privacy-policy.
23. Entrepreneur with Consumer Rights - a Customer who is a natural person entering into an agreement directly related to their business activity where the agreement shows that it is not of a professional nature for that person, having regard in particular to the scope of their business activity disclosed in the Polish Central Register and Information on Economic Activity (CEIDG).

II. General Provisions

1. These Terms and Conditions form an integral part of the Sales Agreement between the Service Provider and the Customer.
2. These Terms and Conditions set out the general rules for the operation and use of the Website and Online Shop, the types, scope and conditions of Electronic Services, the procedure for placing Orders and entering into Sales Agreements, the complaints procedure, and the rights and obligations of the Parties.
3. These Terms and Conditions are made available to each Customer free of charge before an agreement is entered into with the Service Provider, in a form that allows them to be stored and reproduced in the ordinary course of use. They may be printed or downloaded as a PDF and saved on a computer or storage device, such as a USB drive, at https://www.essente.pl/docs/terms-and-conditions.pdf.
4. The Customer must comply with these Terms and Conditions.
5. For Electronic Services, these Terms and Conditions constitute the terms of service referred to in Article 8 of the Act on the Provision of Services by Electronic Means.
6. These Terms and Conditions apply to Additional Services provided to the Customer if those services form an integral part of the offer for the Goods, for example where the price includes installation at the Customer's premises, or are offered separately by the Service Provider in the Online Shop. Otherwise, the Parties may enter into a separate agreement for Additional Services on mutually agreed terms.
7. These Terms and Conditions also apply to Customers placing Orders by telephone or other means of distance communication, such as email, whether or not they have a Customer Account. Such Customers receive the required information and access to these Terms and Conditions in the same way as Customers ordering through the Shop.
8. Customers placing Orders or requesting information by telephone bear the cost of the call according to their operator's tariff. The Service Provider does not charge any additional fee for such calls. Charges for calling a number provided for enquiries about an existing agreement must not exceed the charge for a standard telephone call under the Customer's operator tariff.
9. Sales Agreements and agreements for Electronic Services are entered into exclusively in Polish.
10. Information about Goods in the Online Shop does not constitute an offer within the meaning of the Civil Code; it constitutes an invitation to enter into an agreement.
11. The Service Provider is the manufacturer or an authorised representative of the manufacturer of Goods bearing the ESSENTE brand. To the extent that the Goods are construction products, they are subject to the applicable requirements of the Polish Act of 16 April 2004 on Construction Products and Regulation (EU) 2024/3110, taking into account its transitional provisions and the provisions of Regulation (EU) No 305/2011 that continue to apply. The required markings and documents depend on the type of Goods and the applicable assessment system. Obligations under construction product legislation are separate from the voluntary commercial warranty and statutory liability for conformity of the Goods with the agreement.
12. The provisions on the right of withdrawal and liability for lack of conformity of Goods also apply to Entrepreneurs with Consumer Rights under Article 7aa of the Consumer Rights Act. Protection against unfair contract terms applies to such persons under Article 385⁵ of the Civil Code. If the agreement does not indicate whether it is of a professional or non-professional nature, the person may provide a declaration on this matter no later than when entering into the agreement; entering into the agreement is not conditional on providing that declaration.

III. Scope, Terms and Conditions of Use of the Website and Online Shop

1. The Online Shop offers retail sales to Consumers and wholesale sales to Customers who are not Consumers. Other Website features present information about the Goods, enable communication concerning the Goods and Customers' activity on the Website, provide access to promotional vouchers, allow enquiries about Goods and enable Registered Customers to post opinions about Goods.
2. The Service Provider is not a provider of Internet access or other publicly available telecommunications services within the meaning of the Electronic Communications Law.
3. Use of the Website requires the Customer's information and communications system to meet the following minimum technical requirements:
   1. a multimedia device, such as a computer, notebook or tablet, with Internet access;
   2. an operating system: Windows, Linux with a graphical interface, or Mac OS;
   3. an active email address and access to it, where required for using the Shop;
   4. an installed browser: Internet Explorer version 9.0 or later, Microsoft Edge version 1703 or later, Mozilla Firefox version 23.0 or later, Google Chrome version 30 or later, or another browser supporting HTML 4.0 and HTML 5.0, with JavaScript, ActiveX for Internet Explorer and cookies enabled;
   5. a screen resolution of 1024x768 pixels.
4. The Customer is responsible for obtaining access to the device referred to in paragraph 3.1 of this section.
5. The Service Provider undertakes to provide Electronic Services through the Website within the scope and on the conditions specified in these Terms and Conditions.
6. When using the Website, the Customer must in particular:
   1. use the services offered by the Service Provider in a manner that does not disrupt their operation, including through the use of software or equipment;
   2. not provide or transmit unlawful content;
   3. not send or post unsolicited commercial information on the Website;
   4. not take any action intended to obtain information not intended for the Customer;
   5. use the Website and the services offered by the Service Provider in accordance with applicable Polish law, these Terms and Conditions and generally accepted practices;
   6. use Website content solely for personal use; other uses require the express consent of the rights holder;
   7. provide accurate information when placing Orders through the Shop.
7. The Customer is responsible for their actions in the Online Shop and when placing an Order in accordance with applicable law. This provision does not exclude or limit the Service Provider's liability under that law.
8. The Customer should promptly notify the Service Provider of any infringement of their rights or the rights of third parties, and of any breach of these Terms and Conditions.
9. Exclusive rights to content made available through the Website, including copyright, the Shop's name and logo, manufacturers' trademarks and graphic elements, are legally protected and belong to the Service Provider or entities with which it has entered into the relevant agreements.
10. The Service Provider may restrict or remove the Customer's ability to place Orders if the Customer breaches these Terms and Conditions, in particular where the Customer:
    1. provides misleading information or information that infringes third-party rights;
    2. infringes the personal rights of third parties, in particular those of other Customers;
    3. acts in breach of applicable law;
    4. breaches generally accepted principles of social conduct, for example by repeatedly placing Orders and failing to accept delivery, unless this results from a Consumer exercising their statutory right to withdraw from a distance contract under Article 27 of the Consumer Rights Act.
11. The Service Provider's liability for the unavailability of the Website, including where caused by Force Majeure or the Customer's actions, is governed by applicable law. Such circumstances do not automatically exclude the duty to perform existing agreements or the Customer's statutory rights.
12. The Service Provider may suspend services in the Online Shop, in particular for maintenance or technical work, provided that this does not infringe the Customer's rights.

IV. Provision of Electronic Services

1. The Service Provider offers the following Electronic Services through the Website:
   1. access to the Website, provided electronically within the meaning of the Act on the Provision of Services by Electronic Means;
   2. information about Goods available in the Online Shop, provided at the Customer's request through an enquiry form;
   3. the Order Form;
   4. the Customer Account in the Online Shop;
   5. the Goods complaint form;
   6. the Newsletter.
2. The technical requirements for using the Service Provider's information and communications system and Electronic Services are set out in paragraph 3 of Section III, "Scope, Terms and Conditions of Use of the Website and Online Shop".
3. The Electronic Services provided by the Service Provider are free of charge.
4. The Customer may use the Electronic Service referred to in paragraph 1.1 anonymously.
5. To use the Electronic Services referred to in paragraphs 1.2 and 1.6, the Customer should provide a valid email address.
6. To use the Electronic Services referred to in paragraphs 1.3 and 1.4 and to enter into a Sales Agreement, the Customer should provide the following necessary information:
   1. first name and surname;
   2. residential address;
   3. contact telephone number;
   4. email address;
   5. delivery address, if the Goods are to be delivered to an address other than the Customer's residential address.
7. When using the Goods complaint form, the Customer is advised to provide information identifying the Customer and the purchase, enabling contact about the complaint, and identifying the Goods and the reported issue. The proof-of-purchase number and Goods symbol or code facilitate handling, but their absence does not prevent a complaint being submitted in another form or the exercise of statutory rights.
8. An agreement for the Electronic Services referred to in paragraphs 1.1, 1.2 and 1.5 is entered into when the Customer starts using the relevant service and lasts for a fixed period. It ends when the service is completed, including submission of the electronic form for the services in paragraphs 1.2 and 1.5, or when the Customer stops using it.
9. An agreement for the Electronic Service referred to in paragraph 1.3 is entered into when the Customer starts using that service by adding Goods to the cart and lasts for a fixed period. It ends when the Order is confirmed as submitted or the Customer stops placing the Order.
10. An agreement for the Electronic Service referred to in paragraph 1.4, consisting of creating a Customer Account, is entered into upon registration by the Customer and is concluded for an indefinite period.
11. An agreement for the Newsletter service is entered into for an indefinite period after the Customer requests the service and gives prior consent to receive commercial information, including direct marketing, electronically, in accordance with Article 398 of the Electronic Communications Law. Consent is voluntary and is not a condition of making a purchase or creating a Customer Account. Providing an email address when placing an Order or accepting these Terms and Conditions does not constitute consent to the Newsletter.
12. The Customer may terminate an agreement for Electronic Services concluded for an indefinite period at any time, without giving reasons, on seven days' notice. The Customer may unsubscribe from the Newsletter at any time with immediate effect using the unsubscribe link in a message or by contacting the Service Provider. Consent to receive commercial information may be withdrawn at any time without charge; withdrawal does not affect the lawfulness of its use before withdrawal. These notice periods do not restrict the statutory right of withdrawal or other Customer rights.
13. The Service Provider may terminate an agreement for Electronic Services concluded for an indefinite period if the Customer seriously or persistently breaches these Terms and Conditions, in particular by providing unlawful content. The breach must be objectively established and unlawful. Notice may be given only after at least one unsuccessful request to stop or remedy the breach within an appropriate period. In that case, the agreement is terminated on 14 days' notice.
14. Termination by either Party of an agreement for Electronic Services concluded for an indefinite period does not affect rights or entitlements acquired by the Parties during the agreement.
15. The Service Provider may modify the technical means of providing Electronic Services within the scope of its rights and technical capabilities, without reducing the quality of the services or affecting the Parties' rights and obligations.
16. To protect communications related to Electronic Services and Orders, the Service Provider implements technical and organisational measures appropriate to the security risks associated with the relevant Electronic Service.

V. Specific Risks Associated with Electronic Services

Use of Electronic Services may involve risks, including:

1. receiving spam, meaning unsolicited advertising or commercial information sent electronically;
2. malicious software, such as malware or computer worms, operating in a network environment;
3. security breaches aimed at obtaining personal or confidential information for identity theft, including through fraudulent emails resembling genuine messages;
4. the exploitation of weaknesses in cryptographic systems to break or bypass their protection and obtain personal or confidential information for identity theft;
5. phishing, involving fraudulent electronic messages that appear genuine and are used to obtain passwords or other personal or confidential information;
6. unlawful interception using software designed to capture and analyse data transmitted through a network, such as spyware;
7. copyright infringement through unauthorised copying or use of protected content without the rights holder's consent or knowledge.

VI. Placing Orders and Entering into Sales Agreements

1. Prices of Goods in the Online Shop are stated in Polish zloty (PLN), are gross prices and include applicable taxes, including value added tax (VAT). Prices do not include delivery costs, which are stated separately before an Order is placed. When announcing a price reduction, the Service Provider displays the reduced price together with the lowest price applied during the 30 days before the reduction. For Goods offered for less than 30 days, it displays the lowest price applied from the start of the offer until the reduction, in accordance with the Polish legislation on the provision of price information for goods and services.
2. Orders may be placed and Sales Agreements entered into in any of the following ways:
   1. through the Online Shop using the Order Form;
   2. by email to This email address is being protected from spambots. You need JavaScript enabled to view it.;
   3. by telephone at +48 85 733 52 12 or +48 602 777 927, or another telephone number stated in the description of the Goods.
3. Orders may be placed 24 hours a day, seven days a week using the methods in paragraphs 2.1 and 2.2, or by telephone from Monday to Friday, between 9:00 and 17:00.
4. When placing an Order, regardless of the method used, the Customer must provide the information necessary to process it: first name and surname, address including street, building number, town and postcode, contact telephone number, email address, the Goods and their quantity, delivery address and method, and payment method.
5. Placing an Order requires these Terms and Conditions to be made available and accepted beforehand. Immediately before placing an Order involving payment, the Customer receives clear information about the main characteristics of the Goods, the total price, delivery costs and other required charges. Placing an Order through the Order Form requires confirmation of the obligation to pay using a button labelled Order with obligation to pay or equivalent unambiguous wording. If the requirements of Article 17 of the Consumer Rights Act are not met, no agreement with the Consumer is concluded.
6. The total Order price includes the prices of the selected Goods, the chosen delivery method and any other charges expressly stated before the Order is placed. Additional payments beyond the agreed price for the main contractual performance require the Consumer's express consent and must not result from options selected by default.
7. To enter into a Sales Agreement using the method in paragraph 2.1, the Customer selects Goods in the Shop or through the search function, opens their detailed description and chooses Add to cart, then follows the displayed instructions. To order different Goods, the Customer opens each description and adds the chosen Goods to the cart. After selecting the Goods, the Customer opens the Cart and completes the Order by following the displayed instructions.
8. To enter into a Sales Agreement using the method in paragraph 2.2, the Customer emails an Order to the address specified there, identifying the Goods and providing the information listed in paragraph 4.
9. To enter into a Sales Agreement using the method in paragraph 2.3, the Customer calls the selected number, chooses the Goods and places an Order by following the interactive voice response (IVR) messages and the Service Provider's consultant's instructions.
10. For Orders placed through the Order Form or by email, the Sales Agreement is concluded when the Customer receives an email from the Service Provider confirming the essential Order details and accepting the Customer's offer for fulfilment. An automatic acknowledgement of receipt that does not include acceptance of the offer does not itself conclude an agreement. If the Service Provider proposes entering into an agreement with a Consumer by telephone, it confirms the proposed terms on paper or another durable medium, such as email. The Consumer's declaration of agreement becomes effective after receiving that confirmation and recording their own declaration on paper or another durable medium; oral consent during the call alone is insufficient in the circumstances covered by Article 20(2) of the Consumer Rights Act.
11. When using the Order Form, the Customer may modify the information entered until the Order is submitted. To do so, the Customer should follow the instructions and information displayed in the Online Shop.
12. If an Order contains errors, such as an incorrect quantity, item, colour, size or shape, the Customer wishing to correct it should promptly contact the Service Provider by telephone or email and specify the required corrections.
13. The Service Provider gives the Consumer confirmation of the Sales Agreement on a durable medium, such as an email containing the agreement and these Terms and Conditions or documents enclosed with the Goods, within a reasonable time after conclusion of the agreement and no later than delivery of the Goods or before a service begins. The confirmation includes the information required by Articles 12 and 21 of the Consumer Rights Act unless that information was previously supplied on a durable medium. A link to a page whose content may change does not itself replace that confirmation. Sales documents are issued and made available in accordance with tax legislation.
14. The Customer's Order is submitted for fulfilment promptly after the Sales Agreement is concluded.
15. Ownership of the Goods passes to the Customer upon payment of the full Order price.
16. If a Party fails to perform its obligations, the other Party may exercise the remedies provided by the Civil Code, including withdrawal from the Sales Agreement after setting an appropriate additional deadline, unless the law permits withdrawal without such a deadline. This provision does not restrict the statutory right to withdraw from a distance contract or rights arising from lack of conformity of the Goods.
17. Sales documents, including invoices and correction documents, are issued and made available in accordance with the Polish Act of 11 March 2004 on Tax on Goods and Services and the rules governing the National e-Invoicing System (KSeF), where applicable. Where sending electronic invoices requires the recipient's acceptance, the Service Provider obtains it in accordance with the relevant legislation. This provision does not restrict the Customer's right to receive a sales document as required by law.

VII. The Customer's (Consumer's) Right of Withdrawal

1. Under Article 27 of the Consumer Rights Act, a Customer who is a Consumer may withdraw from a distance Sales Agreement within 14 days without giving any reason. The period starts when the Customer, or a person designated by them other than the carrier, takes possession of the Goods. For multiple Goods delivered separately, in batches or in parts, it starts upon receipt of the last item, batch or part; for regular deliveries over a specified period, it starts upon receipt of the first item. For service agreements, the period starts when the agreement is concluded. Sending the withdrawal statement before the deadline is sufficient to meet it. Failure to provide the required information about the right of withdrawal extends that right on the terms set out in Article 29 of the Consumer Rights Act.
2. A withdrawal statement may be submitted in any manner that sufficiently expresses the Customer's intention, in particular by post to the Service Provider's registered office stated in paragraph 1 of Section I, "Definitions", or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.. The Customer may use the withdrawal form attached to these Terms and Conditions, but its use is not mandatory.
3. If the Customer withdraws from the Sales Agreement, the Service Provider refunds all payments, including the delivery cost, without undue delay and no later than 14 days after receiving the withdrawal statement, subject to paragraph 8 below. If the Customer chose a delivery method other than the least expensive standard delivery offered by the Service Provider, the refund does not include the difference above that least expensive method. The refund is made using the same payment method as the Customer used, unless the Customer expressly agrees to another method that entails no cost to them.
4. The Customer returns the Goods without undue delay and no later than 14 days after withdrawing from the agreement, unless the Service Provider has offered to collect them. Sending the Goods before the deadline is sufficient to meet it. Returning all accessories and documents received is recommended. The absence of original packaging or proof of purchase, or signs of use, does not exclude the right of withdrawal. The Customer is liable only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Goods, unless the Service Provider failed to give the required information about the right of withdrawal.
5. The Customer bears only the direct cost of returning the Goods, unless the Service Provider has agreed to bear it or failed to inform the Customer of that cost obligation before the agreement was concluded. Goods should be returned to the Service Provider's registered office stated in paragraph 1 of Section I, "Definitions". The Service Provider does not charge a return acceptance or restocking fee.
6. For Goods that cannot normally be returned by post, the return costs referred to in paragraph 5 are estimated at a maximum of:
   1. PLN 30 for Goods weighing up to 15 kg;
   2. PLN 50 for Goods weighing between 15 and 30 kg;
   3. PLN 100 for Goods weighing more than 30 kg that do not require pallet transport;
   4. PLN 350 for Goods delivered on industrial pallets and weighing up to 500 kg.
7. Returning the Goods in their original packaging with the protective materials used for delivery is recommended. This is a recommendation, not a condition of exercising the right of withdrawal; other suitable packaging that protects the Goods in transit may be used.
8. Unless the Service Provider has offered to collect the Goods, it may withhold the refund until it receives the Goods or the Customer provides evidence of having sent them back, whichever occurs first.
9. If performance of a paid Additional Service began before expiry of the withdrawal period at the Customer's express request, a Customer who withdraws pays for the services provided up to that point in proportion to the work performed, in accordance with Article 35 of the Consumer Rights Act. The Customer does not bear those costs if the Service Provider failed to give the required information about withdrawal and its costs, or the Customer did not request performance before expiry of the period, as provided in Article 36 of that Act. Withdrawal also terminates related ancillary agreements on the terms set out in Article 37 of that Act.
10. Under Article 38 of the Consumer Rights Act, the right of withdrawal from a distance contract does not apply, in particular, to the following agreements, but only where the statutory requirements for the relevant exception are actually met:
    1. paid service agreements that have been fully performed with the Consumer's express prior consent, where the Consumer was informed before performance began that full performance would result in loss of the right of withdrawal and acknowledged this;
    2. agreements where the price or remuneration depends on financial market fluctuations beyond the trader's control that may occur during the withdrawal period;
    3. agreements for non-prefabricated Goods made to the Consumer's specifications or clearly personalised; ordering standard Goods obtained from a supplier or selecting a standard option from the offer does not automatically meet this exception;
    4. agreements for goods liable to deteriorate or expire rapidly;
    5. agreements for sealed goods unsuitable for return for health protection or hygiene reasons where they have been unsealed after delivery;
    6. agreements for goods which, by their nature, become inseparably mixed with other goods after delivery;
    7. agreements for alcoholic beverages whose price was agreed when the sales agreement was concluded, whose delivery may take place only after 30 days and whose value depends on market fluctuations beyond the trader's control;
    8. agreements where the Consumer expressly requested a visit for urgent repairs or maintenance; if the trader provides additional services beyond those requested, or goods other than replacement parts necessary for the repair or maintenance, the right of withdrawal applies to those additional services or goods;
    9. agreements for sealed audio or video recordings or computer software that have been unsealed after delivery;
    10. agreements for newspapers, periodicals or magazines, except subscription agreements;
    11. agreements concluded at a public auction;
    12. agreements for accommodation other than for residential purposes, transport of goods, car rental, catering or services related to leisure, entertainment, sporting or cultural events, where a specific date or period of performance is stipulated;
    13. agreements for paid digital content not supplied on a tangible medium, where supply began with the Consumer's express prior consent, the Consumer was informed of the loss of the right of withdrawal and acknowledged it, and the Service Provider supplied the required confirmation on a durable medium in accordance with Article 21(1) of the Consumer Rights Act.
11. A sample statement of withdrawal from the Sales Agreement may be downloaded at https://www.essente.pl/docs/forms/withdrawal-form.pdf. Instructions for returning Goods are available at https://www.essente.pl/en/returns. The Customer may submit the statement by post or email as described in paragraph 2. If a withdrawal statement is submitted through an online form provided by the Service Provider, the Service Provider promptly acknowledges receipt on a durable medium, such as email. Use of a particular form is not mandatory.

VIII. Delivery

1. The Service Provider delivers ordered Goods using its own transport, specialist carriers or courier companies, or Poczta Polska. The Customer chooses from the available delivery methods when placing an Order. The Customer may also collect the Goods personally or through an authorised person.
2. Delivery costs for one or more Goods are stated in the Delivery Price List and during the ordering process. For Orders placed through the Order Form, delivery costs for the selected Goods are calculated automatically and displayed in that form. For Orders placed by telephone or email, delivery costs are clearly stated during the telephone call or in an email sent to the Customer.
3. The Customer bears the cost of delivery.
4. Delivery costs depend on the chosen delivery and payment methods. The relevant information is provided in the Online Shop.
5. Availability of the Goods and their delivery date are stated in the Goods description and before the Sales Agreement is concluded. Unless the Parties agree otherwise, the Goods will be delivered within 21 days of conclusion of the Sales Agreement. If delivery is delayed, the Customer may exercise the rights provided by the Civil Code, including setting an additional delivery deadline and withdrawing from the agreement if it is not met, or withdrawing without an additional deadline where permitted by law.
6. The Service Provider undertakes to deliver Goods that conform to the Sales Agreement and bears statutory liability for their conformity.
7. The Customer is advised to inspect the consignment upon receipt and prepare a damage report with the carrier if any damage or shortage is noticed. Failure to inspect the consignment or prepare a report does not exclude the statutory rights of a Consumer or Entrepreneur with Consumer Rights against the Service Provider. For a Consumer, the risk of accidental loss of or damage to the Goods passes only when the Goods are delivered to the Consumer or a person designated by them, unless the Consumer independently selected a carrier over whose selection the Service Provider had no influence. Other Customers' obligations to inspect consignments are governed by the applicable law.
8. For deliveries outside the customs territory of the European Union, the Customer may incur additional costs arising from a customs debt, including import duties payable by the Customer as importer of the Goods. These charges depend on the applicable local legislation.

IX. Payment

1. The Service Provider may offer the following payment methods:
   1. bank transfer to the indicated account or accounts;
   2. electronic payment through PayPal;
   3. cash on delivery;
   4. cash upon personal collection of the Goods.
2. Detailed information about available payment methods is provided at https://www.essente.pl/en/forms-of-payment. The Customer chooses the payment method when placing an Order.
3. For payment methods other than cash on delivery or cash upon collection, the Customer must pay within 14 days of conclusion of the Sales Agreement, unless the agreement provides otherwise.
4. For Customers who are not Consumers, the Service Provider may restrict the available payment methods, including requiring full or partial advance payment.

X. Commercial Warranty for Goods

1. As manufacturer or authorised representative of the manufacturer, the Service Provider grants a voluntary commercial warranty  for Goods bearing the "ESSENTE" brand as to their quality, workmanship and suitability for their intended purpose, on the terms stated in the Goods description and warranty statement. The commercial warranty is separate from the Service Provider's statutory liability for conformity of the Goods with the agreement.
2. The Service Provider may offer the following types of commercial warranty:
   1. in home warranty - major warranty repairs to the Goods or their parts are carried out at the place of installation, at the Customer's premises, by the Service Provider's authorised service centre and at the Service Provider's expense. This applies to Goods that, because of their nature, cannot be sent to an authorised service centre in the usual way.
   2. door to door warranty - defective Goods or parts are collected by a carrier acting on the Service Provider's behalf and sent to its authorised service centre for repair. After repair, the Goods are returned to the address specified by the Customer. Collection, transport and repair are at the Service Provider's expense.
3. The warranty period and type for the Goods are specified in their detailed description and warranty statement. If no other period is stipulated, the warranty lasts for two years from delivery of the Goods to the Customer. Any departure from the warranty terms stated in advertising that is less favourable to the Consumer is ineffective.
4. The warranty period starts on the date of delivery of the Goods to the Customer.
5. The Customer receives the warranty statement on paper or another durable medium together with the Goods. It identifies, in particular, the guarantor, the covered Goods, the conditions, duration and territorial scope of cover, and the procedure for exercising warranty rights. It also explains the Consumer's statutory remedies, which apply independently of the commercial warranty.
6. The warranty covers physical defects in the purchased Goods that become apparent during the warranty period, subject to the warranty terms. It excludes defects caused by failure to follow the installation, use and maintenance instructions supplied with the Goods and in the warranty document.
7. The commercial warranty granted by the Service Provider covers the territory of the Republic of Poland only.
8. The commercial warranty does not exclude, restrict or suspend the statutory remedies of Consumers or Entrepreneurs with Consumer Rights for lack of conformity of the Goods. In other cases, it does not restrict rights under statutory liability for defects (rękojmia), to the extent that such liability applies. Where a durability guarantee is provided, the conditions for repair or replacement must not be less favourable to the Consumer than those set out in Article 43d of the Consumer Rights Act.

XI. Complaints

1. Complaints concerning lack of conformity of the Goods with the Sales Agreement.
   1. For Sales Agreements concluded on or after 1 January 2023, the Service Provider is liable to Consumers and Entrepreneurs with Consumer Rights for conformity of the Goods with the agreement under Articles 43a-43g of the Consumer Rights Act. This concerns, in particular, their description, type, quantity, quality, completeness, functionality, durability, safety, fitness for purpose and proper installation under Article 43b of that Act. Agreements concluded before 1 January 2023 are governed by the earlier legislation, including statutory liability for defects (rękojmia). For other Customers, liability for defects is governed by the Civil Code.
   2. The Service Provider responds to complaints promptly and no later than 14 days after receipt. The response is provided on paper or another durable medium, such as email. For a complaint submitted by a Consumer, failure to respond within that period means that the complaint is deemed accepted under Article 7a of the Consumer Rights Act. The response deadline is separate from the deadline for completing repair or replacement. The response deadlines in Section XI also apply to Entrepreneurs with Consumer Rights. However, expiry of the response deadline alone does not result in statutory acceptance of their complaint under Article 7a, because that provision is not included in the extension of protection under Article 7aa of that Act.
   3. The Service Provider is liable for a lack of conformity existing at the time of delivery and becoming apparent within two years of delivery, unless a longer useful-life period was specified by the Service Provider, its legal predecessors or persons acting on their behalf. A lack of conformity becoming apparent within two years is presumed to have existed at delivery, unless proved otherwise or the presumption is incompatible with the nature of the Goods or the lack of conformity. The Service Provider may not rely on expiry of that period if it fraudulently concealed the lack of conformity. The period for the lack of conformity to become apparent is distinct from the limitation period for claims; limitation is governed by the applicable Civil Code provisions.
   4. If the Goods do not conform to the agreement, a Consumer or Entrepreneur with Consumer Rights may require repair or replacement. The Service Provider may use the alternative remedy if the chosen remedy is impossible or would entail disproportionate costs. If both remedies are impossible or would entail disproportionate costs, it may refuse to bring the Goods into conformity, subject to Article 43d of the Consumer Rights Act.
   5. Repair or replacement is carried out within a reasonable time after the Service Provider is informed of the lack of conformity, without significant inconvenience to the Customer and at the Service Provider's expense, including transport, postage, labour and materials. The Customer makes the Goods available and the Service Provider collects them at its own expense. If the Goods were installed before the lack of conformity became apparent, the Service Provider removes and reinstalls them after repair or replacement, either itself or by arranging this at its own expense. The Customer is not charged for normal use of Goods that are subsequently replaced.
   6. The Customer may require a price reduction or withdraw from the agreement if the Service Provider has refused to bring the Goods into conformity, has not repaired or replaced them in accordance with Article 43d(4)-(6), the lack of conformity remains despite an attempt to remedy it, the lack of conformity is sufficiently serious to justify an immediate price reduction or withdrawal, or the Service Provider's statement or the circumstances show that it will not bring the Goods into conformity within a reasonable time or without significant inconvenience. Withdrawal is not available for a minor lack of conformity; however, the lack of conformity is presumed to be significant.
   7. The reduced price bears the same proportion to the contract price as the value of the non-conforming Goods bears to the value of conforming Goods. The amount due following a price reduction is refunded without undue delay and no later than 14 days after receipt of the statement. If the Customer withdraws because of lack of conformity, the Customer returns the Goods without undue delay at the Service Provider's expense, and the Service Provider refunds the price no later than 14 days after receiving the Goods or evidence that they have been sent back. The refund uses the same payment method unless the Customer expressly agrees to another method that entails no cost. Where only some Goods are non-conforming, the scope of withdrawal is governed by Article 43e(5) of the Consumer Rights Act.
   8. The Customer may withhold payment until the Service Provider fulfils its obligations under Articles 43d and 43e of the Consumer Rights Act. For Goods with digital elements, the Act's specific requirements concerning updates and liability for digital content and services also apply.
2. Complaints under the commercial warranty granted by the Service Provider for the Goods.
   1. A Customer whose Goods are covered by the commercial warranty referred to in Section X, "Commercial Warranty for Goods", may submit a complaint under that warranty.
   2. Commercial warranty complaints should be submitted in accordance with the terms and procedure stated in the warranty document supplied with the Goods.
   3. The warranty covers defects that become apparent during the warranty period. The deadlines and procedure for pursuing warranty rights are governed by the warranty statement and the Civil Code. Reporting a defect after the warranty period expires does not automatically exclude a claim concerning a covered defect that became apparent during that period.
   4. The Service Provider normally responds to complaints under its commercial warranty within two working days, and no later than 14 days after receipt, on paper or another durable medium. For Consumers, the consequences of failure to respond under Article 7a of the Consumer Rights Act apply.
   5. Defects in the Goods or their parts accepted as covered by the Service Provider's commercial warranty are remedied within a maximum of 14 days after the warranty claim is accepted.
   6. If the warranty statement does not specify a deadline for performance of the guarantor's obligations, they must be performed without undue delay and no later than 14 days after the Goods are delivered to the guarantor, in accordance with Article 580 § 2 of the Civil Code. Where repair should be carried out on site, the Customer makes the Goods available to the guarantor. A substantial repair or replacement restarts the warranty period on the terms set out in Article 581 of the Civil Code. In other cases, the warranty period is extended by the time during which the Customer could not use the Goods because of the defect.
3. The Customer chooses the basis of the complaint: statutory liability for lack of conformity or the commercial warranty, if granted. Statutory liability for defects (rękojmia) remains the appropriate basis where the relevant Civil Code provisions apply. Exercising commercial warranty rights does not exclude the Customer's statutory rights against the seller.
4. Complaints concerning the operation of the Website and the provision of Electronic Services.
   1. The Customer may submit a complaint if there are irregularities, faults or interruptions in the operation of the Website or the provision of Electronic Services.
   2. Complaints concerning the Website or Electronic Services should preferably be reported promptly after an issue is identified. Failure to report within 30 days does not result in loss of statutory rights; claim deadlines are governed by the applicable law. To the extent that Chapter 5b of the Consumer Rights Act applies to an Electronic Service, the Customer also has the rights provided by that chapter.
   3. The Service Provider responds to complaints about the Website and Electronic Services promptly and no later than seven days after receipt. The response is provided on paper or another durable medium, such as to the email address specified by the Customer. For Consumers, failure to respond within the statutory 14-day period means that the complaint is deemed accepted under Article 7a of the Consumer Rights Act.
5. Complaints may be submitted in any legally permissible form, including in writing to the Service Provider's registered office specified in paragraph 1 of Section I, "Definitions", or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.. The Customer is advised to provide information identifying the Customer and purchase, a description of the lack of conformity or defect and the requested remedy. A receipt, original packaging or use of the Service Provider's form is not a condition of submitting a lack-of-conformity complaint. The purchase may be established by other evidence, such as payment confirmation or Order correspondence.
6. Complaints under the Service Provider's commercial warranty may also be submitted through the online application at https://www.essente.pl/en/service-online.
7. For commercial warranty complaints, the Customer is advised to attach a copy of the warranty document and proof of purchase if available. The absence of the warranty document does not deprive the Customer of warranty rights; the purchase and warranty terms may also be established by other evidence. Warranty documents are not a condition of exercising statutory rights for lack of conformity of the Goods.

XII. Personal Data Protection

1. The Service Provider is the controller of Customers' personal data within the meaning of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation, GDPR).
2. The purposes of collection and the principles of processing and protecting Customers' personal data are described in the Website's Privacy Policy.
3. The Privacy Policy forms an integral attachment to these Terms and Conditions.
4. Providing personal data is voluntary. However, failure to provide data necessary to enter into a Sales Agreement or an agreement for Electronic Services prevents conclusion of the relevant agreement. The necessary data are also identified on the Website or in the Shop, in particular during the ordering process.

XIII. Out-of-Court Complaint and Dispute Resolution

1. Consumers may use the following out-of-court complaint and dispute resolution options, among others:
   1. apply to a permanent consumer arbitration court operating at the Trade Inspection to resolve a dispute arising from the Sales Agreement;
   2. apply to the competent regional inspector of the Trade Inspection for an out-of-court consumer dispute resolution procedure under the Polish Act of 23 September 2016 on Out-of-Court Resolution of Consumer Disputes;
   3. obtain free assistance from a district or municipal consumer ombudsman or a consumer protection organisation, within the scope of assistance it offers. For cross-border disputes with a trader in another European Union country, Norway or Iceland, the competent European Consumer Centre may provide assistance;
   4. if the dispute is not resolved through the Consumer's complaint, the Service Provider gives the Consumer information on paper or another durable medium identifying the competent alternative dispute resolution entity and stating whether it agrees or refuses to participate, in accordance with Article 32 of the Act on Out-of-Court Resolution of Consumer Disputes. Failure to provide the required statement means consent to participate. The description of available procedures in these Terms and Conditions does not replace that statement. Participation in voluntary procedures requires consent in accordance with the rules of the relevant procedure.
2. Detailed information about out-of-court complaint and dispute resolution options and access to them is available from district or municipal consumer ombudsmen, consumer protection organisations and regional Trade Inspection inspectorates, and on their websites, including https://www.uokik.gov.pl and https://www.konsument.gov.pl.

XIV. Final Provisions

1. Matters not addressed in these Terms and Conditions are governed by Polish law. The choice of Polish law does not deprive a Consumer of protection under mandatory provisions of the law of their country of habitual residence where those provisions apply under Article 6 of Regulation (EC) No 593/2008 (Rome I).
2. These Terms and Conditions do not exclude or restrict the rights of Consumers or Entrepreneurs with Consumer Rights under mandatory law, within the scope of protection applicable to each. Terms less favourable than mandatory provisions do not apply and are replaced by the relevant provisions of law.
3. Disputes with Consumers and Entrepreneurs with Consumer Rights are heard by the courts having jurisdiction under applicable law. These Terms and Conditions do not impose exclusive jurisdiction of the court for the Service Provider's registered office on those Customers. Disputes with other Customers are heard by the court for the Service Provider's registered office to the extent permitted by the applicable rules on venue and jurisdiction.
4. This version of the Terms and Conditions applies to Sales Agreements entered into after it is made available in the Online Shop. Earlier agreements remain subject to the Terms and Conditions supplied when they were entered into and the legislation applicable to them. Publication of a new version does not automatically amend existing agreements or restrict Customers' acquired rights.