TERMS AND CONDITIONS OF THE ONLINE STORE WWW.FILIGRANA.PL

Effective from 10.10.2025, last amended: 18.10.2026. This is an English translation; in case of discrepancies the Polish version prevails.

I. GENERAL PROVISIONS

1. The online store www.filigrana.pl is operated by:
   PATORA WOOD ART Sp. z o.o.
   Glinno 61, 64-300 Nowy Tomyśl, Poland
   KRS: 0001181044, NIP (VAT): 7881996812, REGON: 30277606600000
   E-mail: filigrana@patora.eu
   Phone: +48 61 44 22 359, mobile: +48 660 692 097 (calls charged at your operator’s rate).
2. These Terms set out the rules for using the online store, placing orders, delivery, payment, withdrawal from the contract and complaints.
3. The store sells to consumers and businesses (including companies and interior architects).
4. Wherever these Terms refer to a consumer, this also includes a sole trader who concludes a contract directly related to their business but not of a professional nature for them.
5. Before placing an order, the Customer reads and accepts these Terms and the Privacy Policy.

II. ELECTRONIC SERVICES

1. Electronic services are free of charge, voluntary and available 24 hours a day, 7 days a week.
2. The services include: a customer account, a newsletter and the order form.
3. Creating an account is optional. Registration requires basic contact details and an e-mail address. Creating an account constitutes a contract for maintaining the account.
4. The newsletter is sent only to people who have voluntarily agreed to receive it. You can unsubscribe at any time via the link in the message or by e-mail.
5. The Seller may block access to the services in the event of actions that violate these Terms or the security of the store.

III. TECHNICAL REQUIREMENTS

1. To use the store you need: a device with internet access, an up-to-date web browser and an active e-mail account.

IV. TERMINATION OF ELECTRONIC SERVICE CONTRACTS

1. Contracts for the customer account and the newsletter are concluded for an indefinite period. The Customer may terminate them at any time by deleting the account, unsubscribing from the newsletter or sending an e-mail.
2. The Seller may terminate the contract with immediate effect in the event of unlawful actions or actions violating these Terms.

V. COMPLAINTS ABOUT ELECTRONIC SERVICES

1. Complaints about the operation of the store can be submitted by e-mail to filigrana@patora.eu or by phone.
2. The Seller responds to a complaint within 14 days of receiving it.

VI. SALES

1. Conclusion of the sales contract

1. Product information on the store’s website is not an offer within the meaning of the Polish Civil Code, but an invitation to conclude a contract.
2. Prices are given in Polish zloty and include VAT. The delivery cost is shown when placing the order, before it is confirmed.
3. Orders can be placed via the store’s order form or by e-mail to filigrana@patora.eu.
4. The Customer can correct the data in the form until clicking the order button with an obligation to pay. After the order is placed, changes are possible by e-mail or phone within 24 hours.
5. Placing an order constitutes an offer to conclude a sales contract. The contract is concluded when the Customer receives an e-mail confirming acceptance of the order.
6. If an order is not paid within 7 days, the Seller may cancel it.
7. Businesses that provide their VAT number receive a VAT invoice.

2. Delivery

1. We deliver within Poland and the European Union by courier (e.g. DPD, InPost, DHL) or freight companies. Personal pickup at the Seller’s premises is possible by appointment.
2. Parcels are delivered to the address provided (to the building door, “door to door”).
3. The Customer chooses the delivery method when placing the order. The delivery cost depends on the goods and the chosen delivery method.
4. The standard lead time is 3–7 working days, counted from receipt of payment, or for cash on delivery from conclusion of the contract. The lead time for Custom orders is agreed individually.
5. Delivery to some EU regions (e.g. islands) may require a surcharge. The Customer will be informed before shipping and may accept it or withdraw from the contract.
6. Please check the parcel on receipt. If it is damaged, we recommend drawing up a damage report with the courier and contacting the store. This does not affect the consumer’s right to make a complaint.
7. The Seller may change or temporarily disable some delivery methods. This does not apply to orders already placed.

3. Payment

1. Available payment methods: electronic payments and payment cards (Visa, Mastercard) handled by payment operators, and traditional bank transfer. Bank transfer details are provided in the order confirmation.
2. The Seller may change or temporarily disable some payment methods. This does not apply to orders already placed.
3. If the Customer does not pay on time, the Seller may set an additional deadline and, once it has passed, withdraw from the contract.
4. Ownership of the goods passes to the Customer upon payment of the full price.

VII. RIGHT OF WITHDRAWAL

1. A consumer may withdraw from the contract within 14 days of receiving the goods, without giving a reason.
2. It is enough to send a statement by e-mail to filigrana@patora.eu, e.g. using the withdrawal form. To meet the deadline, it is enough to send the statement before it expires.
3. The consumer returns the goods within 14 days of withdrawing to: PATORA WOOD ART Sp. z o.o., Glinno 61, 64-300 Nowy Tomyśl, Poland. The consumer pays the direct cost of returning the goods.
4. The Seller refunds all payments, including the delivery cost (up to the cheapest delivery option offered), within 14 days of receiving the statement. The money is returned using the same payment method unless the Customer agrees to another. The Seller may withhold the refund until the goods are received or proof of their return is provided.
5. The consumer is liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.
6. The right of withdrawal does not apply to goods made to the Customer’s specifications or to individual order (e.g. Custom orders), in accordance with art. 38 of the Polish Consumer Rights Act.
7. Details are available in the Return policy.

VIII. COMPLAINTS ABOUT GOODS

1. The Seller is liable to the consumer for the conformity of the goods with the contract if a lack of conformity becomes apparent within 2 years of delivery.
2. If the goods do not conform to the contract, the consumer may request repair or replacement and, in cases provided for by law, a price reduction or withdrawal from the contract.
3. Complaints can be submitted by e-mail to filigrana@patora.eu or by post to the Seller’s address. Please describe the problem and attach photos if possible.
4. The Seller responds to a complaint within 14 days of receiving it. Failure to respond within this period means the complaint is accepted.
5. Towards Customers who are not consumers, liability under statutory warranty is excluded to the extent permitted by law.

IX. FINAL PROVISIONS

1. Contracts concluded by the store are governed by Polish law and concluded in Polish. This choice of law does not deprive consumers of the protection afforded by mandatory provisions of the law of their country of habitual residence.
2. We try to resolve disputes amicably. Disputes with consumers are settled by the court competent under general rules, and disputes with businesses by the court competent for the Seller’s registered office.
3. Consumers may use out-of-court dispute resolution, e.g. through the Provincial Inspectorate of Trade Inspection in Poznań (poznan.wiih.gov.pl), a municipal or district consumer ombudsman, or the Office of Competition and Consumer Protection (uokik.gov.pl).
4. These Terms may change for important reasons, e.g. changes in the law. Changes do not apply to orders placed before they take effect.
5. These Terms are available on this page. You can save or print them, e.g. using your browser’s print function (including to PDF).