Terms and conditions

TERMS AND CONDITIONS OF THE HEARTCRAFTED FACTORY ONLINE STORE

Effective from: 17.09.2026

§ 1. General Provisions

  1. These Terms and Conditions set out the rules for using the online store operated at www.heartcraftedfactory.com, as well as the rules for placing orders, concluding sales agreements, making payments, delivery of Products, submitting complaints, and exercising the right of withdrawal.

  2. The online store is operated by:

HeartCrafted Fantasy
Starolecka 36
61-361 Poznan
Poland
Tax Identification Number (NIP): -
e-mail: contact@heartcraftedfactory.com

hereinafter referred to as the “Seller”.

  1. The Store sells physical Products via the Internet.

  2. Sales are primarily directed to consumers.

  3. These Terms and Conditions are available free of charge on the Store's website in a form that allows them to be obtained, reproduced and stored.

  4. Matters not regulated by these Terms and Conditions shall be governed by Polish law, in particular the provisions of the Polish Civil Code and the Act of 30 May 2014 on Consumer Rights.

§ 2. Definitions

The following terms shall have the meanings set out below:

  1. Store – the online store operated by the Seller at www.heartcraftedfactory.com.

  2. Seller – with the details specified in § 1 of these Terms and Conditions.

  3. Customer – an individual purchasing Products through the Store.

  4. Consumer – an individual entering into a legal transaction with the Seller that is not directly related to their business or professional activity.

  5. Product or Goods – a movable item offered for sale by the Seller through the Store.

  6. Custom Product – a non-prefabricated product manufactured according to the Consumer's specifications or intended to meet the Consumer's individual needs.

  7. Order – a declaration of intent made by the Customer with the aim of concluding a sales agreement for a Product or Products.

  8. Sales Agreement – a sales agreement concluded between the Customer and the Seller through the Store.

§ 3. Products

  1. Information concerning Products presented in the Store, including their descriptions, photographs, prices and specifications, constitutes an invitation to conclude an agreement.

  2. The Seller makes every reasonable effort to ensure that information concerning Products is current and accurate.

  3. Photographs of Products are for illustrative purposes. The actual appearance of a Product, including its colour, may differ slightly from the appearance shown on the Customer's screen.

  4. Where a Product can be made according to the Customer's individual requirements, information concerning the available personalisation options is provided with the relevant Product.

  5. In the case of Custom Products, the Customer is required to provide accurate information, data, dimensions, designs, text or other parameters necessary for the manufacture of the Product.

  6. The Seller shall not be liable for errors in an individual specification provided by the Customer where such errors result from information or materials supplied by the Customer.

§ 4. Placing Orders

  1. Orders may be placed through the Store 24 hours a day, 7 days a week.

  2. To place an Order, the Customer shall:

    a) select the Product and its quantity;
    b) select an available Product variant, if applicable;
    c) provide the required information or specifications for a Custom Product, if applicable;
    d) add the Product to the shopping cart;
    e) provide the information necessary to process the Order;
    f) select the delivery method;
    g) select the payment method;
    h) review these Terms and Conditions;
    i) confirm the Order with an obligation to pay.

  3. Before placing an Order, the Customer shall be provided with information concerning the main characteristics of the Product, the total price of the Order, delivery costs and any other applicable costs.
  4. Placing an Order by the Customer constitutes an offer to conclude a Sales Agreement.
  5. The Sales Agreement shall be concluded when the Seller confirms that the Order has been accepted for processing.
  6. If it becomes impossible to fulfil an Order, the Seller shall inform the Customer accordingly. If the Customer has already made a payment, the Seller shall refund the funds received in accordance with applicable law.

§ 5. Prices and Payments

  1. Product prices are displayed in EUR, unless another currency is expressly indicated for a particular Product.
  2. Product prices include VAT where the Seller is legally required to provide prices inclusive of VAT.
  3. Delivery costs are indicated to the Customer before the Order is placed.

  4. The following payment methods are available in the Store:

    a) Blik
    b) Payment by card;
    c) PayPal.

  5. Electronic payments made through Przelewy24 are processed by the operator of that payment system in accordance with its applicable terms and conditions.
  6. When choosing an electronic payment method, the Customer may be redirected to the website of the relevant payment operator.
  7. If a payment is unsuccessful, the Customer may retry the payment or select another available payment method.

§ 6. Delivery

  1. The Seller ships Products worldwide, subject to the availability of delivery to the relevant country.
  2. Available delivery methods and their costs are presented to the Customer before the Order is placed.
  3. The estimated Order processing time is indicated with the Product or during the ordering process.
  4. In the case of Custom Products, the processing time may be longer. The estimated processing time for such a Product shall be provided to the Customer before the Sales Agreement is concluded.
  5. For international deliveries, transportation times may depend on the destination country, carrier, customs clearance and other circumstances beyond the Seller's control.
  6. Deliveries outside the European Union may be subject to additional customs duties, taxes or other charges related to importing the Product into the Customer's country. Where such charges are payable by the Customer, they shall be borne by the Customer.

§ 7. Right of Withdrawal

  1. A Consumer who has concluded a distance Sales Agreement generally has the right to withdraw from the agreement within 14 days without giving any reason.
  2. In the case of a Sales Agreement, the withdrawal period begins on the day on which the Consumer or a third party designated by the Consumer, other than the carrier, takes possession of the Product.
  3. To exercise the right of withdrawal, the Consumer must inform the Seller of their decision before the expiry of the withdrawal period by making an unequivocal statement.

  4. The withdrawal statement may be submitted in particular:

    e-mail: contact@heartcraftedfactory.com

  5. The Consumer may use the model withdrawal form attached to these Terms and Conditions, but using the form is not mandatory.
  6. In the event of a valid withdrawal, the Seller shall refund all payments received from the Consumer, including delivery costs, subject to the rules set out in applicable law.
  7. The Seller shall make the refund using the same method of payment used by the Consumer, unless the Consumer has expressly agreed to another method.
  8. The Seller may withhold the refund until the Product has been returned or until the Consumer provides evidence that the Product has been returned, whichever occurs first.
  9. The Consumer shall return the Product without undue delay and no later than 14 days from the date on which the Consumer withdrew from the agreement, unless the Seller has offered to collect the Product.
  10. The Consumer shall bear the direct cost of returning the Product unless the Seller has agreed to bear such costs or applicable law requires the Seller to do so.
  11. The Consumer shall be liable for any diminished value of the Product resulting from handling the Product beyond what is necessary to establish its nature, characteristics and functioning.

§ 8. Exclusion of the Right of Withdrawal for Custom Products

  1. The right of withdrawal from a distance Sales Agreement does not apply to agreements concerning a Product that is non-prefabricated, manufactured according to the Consumer's specifications or intended to meet the Consumer's individual needs, to the extent provided for by applicable law.
  2. This applies in particular to Products whose characteristics, appearance, size, content, design or other features have been individually agreed with the Customer in such a way that the Product is manufactured according to the Customer's individual specifications or meets the Customer's individual needs.
  3. The Customer shall be informed before placing an Order when a particular Product is a Product for which the right of withdrawal does not apply.
  4. The mere fact that a Product is manufactured after an Order has been placed does not automatically exclude the right of withdrawal. The exclusion of the right of withdrawal applies only in cases provided for by applicable law.
  5. Exclusion of the right of withdrawal does not limit the Consumer's rights relating to the Product's lack of conformity with the Sales Agreement.

§ 9. Complaints – Lack of Conformity of the Product with the Agreement

  1. The Seller shall be liable to the Consumer for the conformity of the Product with the Sales Agreement in accordance with applicable law.
  2. If a Product does not conform to the Sales Agreement, the Consumer may exercise the rights provided for under the applicable provisions concerning lack of conformity of goods with the agreement.

  3. A complaint may be submitted:

    by e-mail to contact@heartcraftedfactory.com

  4. To facilitate the processing of a complaint, the Customer is advised to provide:

    a) their name and surname;
    b) Order number;
    c) a description of the lack of conformity;
    d) the Customer's request;
    e) contact details.

  5. The Seller shall consider the complaint within the period required by applicable law.
  6. If examination of the complaint requires the Product to be delivered to the Seller, the Seller shall inform the Customer how to deliver the Product.
  7. The Consumer's rights arising from the Product's lack of conformity with the Sales Agreement also apply to Custom Products.

§ 10. Personal Data and Privacy

  1. Customers personal data shall be processed in accordance with applicable data protection laws.
  2. Detailed information concerning the processing of personal data, the use of cookies and Customers' rights is set out in the Privacy and Cookies Policy available in the Store.
  3. For the purpose of fulfilling an Order, Customer data may be provided to entities involved in the fulfilment of the Order, including payment operators, courier companies, carriers and IT service providers, to the extent necessary to perform the agreement and in accordance with applicable law.

§ 11. Reviews and Content Published by Customers

  1. If the Store allows Customers to publish reviews or other content, such content must comply with applicable law.
  2. It is prohibited to publish unlawful content or content that infringes the rights of third parties, personal rights, copyrights or other rights protected by law.
  3. The Seller may remove content where its publication or continued availability in the Store violates applicable law.

§ 12. Out-of-Court Dispute Resolution

  1. Consumers may use available out-of-court methods for handling complaints and pursuing claims.
  2. In particular, Consumers may seek assistance from a municipal or district consumer ombudsman, a consumer protection organisation or an appropriate public authority.
  3. The use of out-of-court dispute resolution procedures is voluntary unless otherwise provided by law.

§ 13. Provisions Concerning Entrepreneurs

  1. This section applies to Customers who are not Consumers, to the extent permitted by applicable law.
  2. In relations with entrepreneurs, the Seller may limit its liability to the extent permitted by law.
  3. The provisions concerning entrepreneurs do not apply to an individual entering into an agreement directly related to their business activity where the content of that agreement indicates that it does not have a professional nature for that individual.

§ 14. Amendments to the Terms and Conditions

  1. The Seller may amend these Terms and Conditions in the event of:

    a) changes in applicable law;
    b) changes to available payment or delivery methods;
    c) changes to the functionality of the Store;
    d) the need to clarify or correct provisions of these Terms and Conditions;
    e) other important reasons related to the operation of the Store.

  2. Amendments to the Terms and Conditions shall not affect rights acquired by Customers before the amendments enter into force.
  3. Orders placed before the amended Terms and Conditions enter into force shall be governed by the version of the Terms and Conditions applicable at the time the Order was placed, unless applicable law provides otherwise.

§ 15. Final Provisions

  1. These Terms and Conditions enter into force on the date specified at the beginning of this document.
  2. Matters not regulated by these Terms and Conditions shall be governed by applicable law.
  3. Nothing in these Terms and Conditions is intended to exclude or limit the rights of Consumers arising from mandatory provisions of applicable law.
  4. If any provision of these Terms and Conditions is found to be invalid or ineffective, the remaining provisions shall remain in force, and the invalid or ineffective provision shall be replaced with a provision that complies with applicable law.