Terms and Conditions

Effective date: [DO UZUPEŁNIENIA: data wejścia regulaminu w życie]

These Terms set out the rules for using the ReptiShop online store and for concluding distance sales contracts. They are provided free of charge before the contract is concluded and can be downloaded, saved and printed at any time. The Polish-language version is the legally binding one; this translation is provided for convenience.

1. The Seller and definitions

The online store at reptishop.pl is operated by:

• ReptiShop Sp. z o.o., ul. Hodowlana 5, 05-870 Błonie, Poland
• VAT ID (NIP): 5127987433, statistical number (REGON): 521112922
• Company register (KRS): [DO UZUPEŁNIENIA: numer KRS], registry court: [DO UZUPEŁNIENIA: nazwa sądu rejestrowego i wydziału], share capital: [DO UZUPEŁNIENIA: wysokość kapitału zakładowego]
• e-mail: shop@reptishop.pl, phone: +48 883 032 695 (Mon–Fri 8:00–16:00 CET, standard operator rates apply)
• WEEE and battery register number (BDO): [DO UZUPEŁNIENIA: numer rejestrowy BDO]

Definitions used in these Terms:

• Seller — ReptiShop Sp. z o.o.
• Store — the website at reptishop.pl and its language versions.
• Customer — any natural person, legal person or organisational unit entering into a contract with the Seller.
• Consumer — a natural person entering into a contract not directly related to their business or professional activity.
• Sole trader with consumer rights — a natural person running a business who enters into a contract directly connected with that business where the contract is not of a professional nature for them. Such a person enjoys the consumer protections described in sections 7 and 8.
• Goods — movable items offered in the Store, including goods with digital elements such as a controller with an app.
• Business days — Monday to Friday excluding public holidays in Poland.

2. What we sell

The Store sells terrarium equipment and accessories for keepers of reptiles, amphibians and invertebrates:

• terrariums, breeding boxes and rack systems,
• electrical devices: UVB and basking lighting, ceramic heat emitters, heat mats and cables, thermostats, hygrostats, misting systems, fans,
• substrates, decor, dry and frozen food, supplements,
• measuring instruments and service accessories.

We do not sell animals. We do not broker animal sales and we do not accept orders for animals, including species covered by CITES and Regulation (EC) No 338/97.

Electrical devices are intended for indoor use at 230 V in accordance with the manufacturer's manual. The Customer is responsible for correct installation and for using the protective equipment required by the manufacturer, in particular a thermostat for heat mats and emitters. Manuals and the information required by Regulation (EU) 2023/988 on general product safety are supplied with the goods.

3. Technical requirements and use of the Store

You need an internet-connected device, a current browser with JavaScript and cookies enabled, and an active e-mail account. The Store provides the following free electronic services: a customer account, a shopping cart, a wishlist, a contact form and — subject to consent — a newsletter.

An account is created by registration and can be deleted at any time in the customer panel or by e-mail request. The account agreement is concluded for an indefinite period and may be terminated by the Customer at any time without giving a reason. Orders can also be placed without an account.

Supplying unlawful content, interfering with the operation of the Store and attempting unauthorised access to other Customers' data are prohibited.

4. Placing an order and concluding the contract

Product listings in the Store are an invitation to conclude a contract, not a binding offer.

1. You add the goods to the cart and go to checkout.
2. You provide delivery and invoicing details, choose a delivery and payment method and, if applicable, enter a discount code.
3. Before confirming, you see a full summary: goods, quantities, unit prices, delivery cost, any discounts and the total amount payable.
4. You accept these Terms and click the button confirming the order with an obligation to pay.
5. The Seller promptly confirms receipt of the order by e-mail. The sales contract is concluded when that confirmation reaches you.

You are responsible for the accuracy of the data you provide. If the delivery address makes delivery impossible, we will contact you to correct it. Orders can be placed around the clock and are processed on business days.

The Seller may refuse to process an order if the Customer's data is manifestly false, if the order breaches these Terms, or if the goods are unavailable. In that case we inform the Customer without delay and refund the full amount received.

5. Prices, payments and sales documents

Prices are stated in Polish zloty (PLN) and include VAT. The price does not include delivery costs, which are shown when you choose a delivery method and added to the order. The price binding on both parties is the one displayed when the order is placed.

For discounted goods we show the lowest price of the 30 days preceding the reduction, as required by Polish price-information law implementing Directive (EU) 2019/2161.

Available payment methods:

• instant bank transfer, BLIK, payment card, Google Pay and Apple Pay through our payment provider,
• PayPal,
• deferred payment and instalments (PayPo, iRaty Alior) on the provider's terms,
• classic bank transfer to: [DO UZUPEŁNIENIA: numer rachunku bankowego i nazwa banku],
• cash on delivery.

Electronic payments are handled by [DO UZUPEŁNIENIA: pełna nazwa i dane operatora płatności]. Settlement takes place in the provider's system and the Seller does not receive full card details.

For prepaid orders please pay within 3 business days of concluding the contract. If payment is not made and a reminder remains without effect, the Seller may withdraw from the contract.

A sales document is issued for every order. A VAT invoice is issued on request when a VAT ID is provided before the order is completed. You agree to receive invoices electronically at the e-mail address you provided.

6. Delivery and lead times

We ship within Poland and to the Czech Republic and Slovakia. Methods, prices and delivery times are described on the Shipping and payment page.

• The processing time is the time needed to prepare the parcel; the carrier's transit time is added to it.
• Goods in stock are usually dispatched within 1–2 business days of payment being credited, or of order confirmation for cash on delivery.
• Orders containing oversized goods (breeding racks, large terrariums) are shipped on a pallet or by an oversized-parcel courier; preparation usually takes 3–10 business days, and for made-to-measure builds we state the date individually before the contract is concluded.
• The maximum period for handing the goods over to a Consumer is 30 days from the conclusion of the contract, unless agreed otherwise.

If the Seller fails to deliver on time, the Consumer sets an additional deadline. If that deadline passes without effect, the Consumer may withdraw from the contract and receive a full refund.

Oversized deliveries require a person authorised to inspect the parcel to be present. We recommend inspecting the packaging in the courier's presence and, if visible damage is found, recording a damage report. The absence of a report does not deprive a Consumer of their statutory rights but makes the case considerably easier to handle.

The risk of accidental loss or damage passes to the Consumer when the goods are handed over to them. For Customers who are neither Consumers nor sole traders with consumer rights, the risk passes when the goods are handed over to the carrier.

7. Right of withdrawal — statutory notice

This section applies to Consumers and to sole traders with consumer rights.

Deadline

You have the right to withdraw from the contract within 14 days without giving any reason and without incurring costs other than those stated below. The period runs from the day on which you, or a third party other than the carrier indicated by you, takes physical possession of the goods. Where a contract covers multiple goods delivered separately, it runs from possession of the last item. Sending your statement before the deadline expires is sufficient to meet it.

How to withdraw

To exercise the right, inform us of your decision by an unequivocal statement — by post to ReptiShop Sp. z o.o., [DO UZUPEŁNIENIA: adres do zwrotów i korespondencji, jeśli inny niż siedziba], or by e-mail to shop@reptishop.pl. You may use the model withdrawal form, but it is not obligatory. You can also report the return in your customer panel next to the order.

Effects of withdrawal

• We reimburse all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery we offer), without undue delay and in any event no later than 14 days from the day we are informed of your decision.
• We use the same means of payment as you used for the initial transaction unless you expressly agree otherwise; in any event you will not incur any fees as a result of the reimbursement.
• We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
• Send the goods back without undue delay and in any event no later than 14 days from the day of withdrawal. The deadline is met if you send the goods before it expires.
• You bear the direct cost of returning the goods. For oversized goods that cannot normally be posted (breeding racks, large terrariums) this cost may exceed a standard courier fee; we estimate it at [DO UZUPEŁNIENIA: szacunkowy maksymalny koszt zwrotu towaru wielkogabarytowego] depending on size and distance.
• You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

When the right of withdrawal does not apply

Under Article 38 of the Polish Consumer Rights Act the right of withdrawal does not apply to contracts, among others:

• for goods made to the Consumer's specifications or clearly personalised — this covers terrariums and racks built to measure;
• for goods liable to deteriorate or expire rapidly — this covers live and frozen food;
• for sealed goods which are not suitable for return for health protection or hygiene reasons if unsealed after delivery;
• for goods which, after delivery, are inseparably mixed with other items by their nature;
• for digital content not supplied on a tangible medium where performance began with your prior express consent and acknowledgement that you thereby lose the right of withdrawal.

A step-by-step guide is available on the Returns and warranty page.

8. Conformity of goods, statutory liability and manufacturer warranty

Consumers and sole traders with consumer rights

The Seller is liable for any lack of conformity of the goods with the contract under Chapter 5a of the Polish Consumer Rights Act, which implements Directive (EU) 2019/771. Liability covers a lack of conformity existing at the time of delivery and becoming apparent within 2 years of delivery. A lack of conformity that becomes apparent within those 2 years is presumed to have existed at the time of delivery.

You may request repair or replacement. If repair or replacement is impossible or would involve excessive costs, or if the Seller has not carried it out within a reasonable time or has refused to bring the goods into conformity, you may declare a price reduction or withdraw from the contract. You may not withdraw if the lack of conformity is immaterial.

Customers who are not Consumers

For Customers who are neither Consumers nor sole traders with consumer rights, the Polish Civil Code rules on warranty for defects apply. Under Article 558 § 1 of the Civil Code, the Seller's warranty liability towards such Customers is excluded unless agreed otherwise in writing.

Manufacturer warranty

Some goods — in particular lighting, heat emitters, thermostats and controllers — carry a manufacturer's or importer's warranty. Its terms and duration are set out in the warranty document supplied with the goods. A warranty neither excludes, limits nor suspends your statutory rights. Fluorescent tubes, bulbs, ceramic emitters and other consumable parts may have a shorter warranty period due to normal wear; this is stated on the product page.

9. Complaints

Complaints can be submitted to shop@reptishop.pl, in writing to the Seller's registered address, or through the form on the Contact page. Please include:

• the order number and your contact details,
• the name of the goods and a description of the problem with the date it appeared,
• your request: repair, replacement, price reduction or withdrawal from the contract,
• where possible, photos or a video of the fault — for electrical devices also a photo of the rating plate and of how the device is connected.

The Seller responds to a complaint from a Consumer or a sole trader with consumer rights within 14 days of receiving it. Failure to respond within that period means the complaint is deemed accepted. The Seller bears the cost of delivering the goods under complaint — we will send a return label or reimburse justified shipping costs.

Repaired or replaced goods are shipped back at our expense. A complaint may be rejected where the device was damaged by incorrect installation, a power supply not compliant with the manual, operation without the required thermostat, or flooding. In such a case we provide a justification and, on request, a quote for a paid repair.

10. Out-of-court complaint and redress mechanisms

A Consumer may use out-of-court complaint and redress mechanisms. Their use is voluntary and requires the agreement of both parties. Available options include:

• applying to the permanent arbitration court at the voivodeship Trade Inspectorate,
• applying to the voivodeship Trade Inspector for mediation proceedings,
• free assistance from a district (municipal) consumer ombudsman or a consumer organisation,
• the European Consumer Centre network for cross-border cases — konsument.gov.pl.

The register of entities authorised to conduct alternative dispute resolution is maintained by the President of the Polish Office of Competition and Consumer Protection at uokik.gov.pl.

The EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr) ceased operating on 20 July 2025 under Regulation (EU) 2024/3228. Cross-border disputes previously routed through it are now handled by the ADR entities listed above and by the European Consumer Centres network. [DO UZUPEŁNIENIA: potwierdzenie przez prawnika aktualnego brzmienia obowiązku informacyjnego o ADR po wygaszeniu platformy ODR]

11. Waste electrical equipment, batteries and packaging

Waste electrical and electronic equipment and used batteries must not be disposed of with household waste. When you buy equipment of the same type, the Seller collects your waste equipment free of charge, in a quantity no greater than the number of devices sold — report a collection at shop@reptishop.pl. Equipment can also be handed in at a municipal collection point. Detailed rules and the Seller's BDO register number: [DO UZUPEŁNIENIA: numer BDO i procedura odbioru zużytego sprzętu].

12. Personal data and cookies

The controller of Customers' personal data is the Seller. Processing purposes, legal bases, retention periods and data subject rights are described in the Privacy policy. Information about cookies and how to change your consent is in the Cookie policy.

13. Final provisions

• Matters not covered by these Terms are governed by Polish law, in particular the Civil Code, the Consumer Rights Act and the Act on providing services by electronic means.
• The choice of Polish law does not deprive a Consumer of the protection afforded by mandatory provisions of the law of their country of habitual residence.
• Disputes with Customers who are not Consumers are settled by the court having jurisdiction over the Seller's registered office. Disputes with Consumers are settled by the courts determined under general rules.
• The Seller may amend these Terms for valid reasons: changes in law, changes to payment or delivery methods, or changes to the scope of electronic services. Changes are announced on the Store website and, for Customers with an account, by e-mail, at least 14 days in advance.
• Orders placed before an amendment takes effect are governed by the previous version.
• Annex: model withdrawal form.