Online shop terms and conditions
How buying in the SerianGroup online shop works: placing orders, payment, delivery, withdrawal from the contract and complaints.
General provisions
These Terms and Conditions set out the rules for using the SerianGroup online shop at seriangroup.com (the “Shop”), including how orders are placed, how sales contracts are concluded and performed, and the rules for payment, delivery, withdrawal from the contract and complaints.
These Terms are the terms referred to in Article 8 of the Polish Act of 18 July 2002 on the provision of electronic services. They are available free of charge on the Shop’s website in a form that allows them to be obtained, reproduced and recorded, for example by printing or saving them.
In these Terms:
SerianGroup Sp. z o.o., whose details are given in point 2 of these Terms.
A natural person, a legal person or an organisational unit without legal personality that has legal capacity under the law, who uses the Shop or places an order.
A natural person who concludes a legal transaction with the Seller that is not directly connected with their business or profession (Article 22¹ of the Polish Civil Code).
A natural person who concludes a contract directly connected with their business where the contract shows that it is not of a professional nature for them, as follows in particular from the business activity recorded in the Polish Central Register and Information on Economic Activity (CEIDG). The provisions of these Terms on Consumers apply to them as regards the right of withdrawal and liability for goods not conforming to the contract.
The page where orders are placed and paid for, run on the Shopify e-commerce platform at sklep.seriangroup.com.
The Customer’s own account, which stores their details and order history; it is accessed with an email address and a one-time code.
Monday to Friday, excluding public holidays in Poland.
Seller
The Seller and owner of the Shop is:
The Seller can be contacted by email (office@seriangroup.com), by phone (+48 785 777 199) and in writing at: Osiedle 104/68, 62-590 Węglew-Kolonia, Poland.
Electronic services and technical requirements
Through the Shop, the Seller provides the following electronic services free of charge: access to the product catalogue, the basket, contact and quote request forms, placing orders and the customer account.
To use the Shop you need a device with internet access, an up-to-date web browser with JavaScript and cookies enabled and – to place an order or create an account – an active email address.
The contract for access to the Shop and the basket is concluded for the time the Shop is used, and the contract for the customer account for an indefinite period. The Customer may stop using the services at any time and may request deletion of their account by writing to office@seriangroup.com.
The Customer must not provide unlawful content.
Complaints about the electronic services can be sent by email to office@seriangroup.com. The Seller deals with them within 14 days of receipt.
Products and prices
Prices are given in Polish zloty (PLN) and include VAT. They do not include delivery costs, which the Customer sees at the checkout before placing the order.
When announcing a price reduction, the Seller also shows the product’s lowest price in the 30 days before the reduction.
- Products marked “Pre-order” can be ordered before their launch; the date when shipping starts is given on the product page.
- Products marked “Unavailable” cannot be ordered until they are available again.
- Products priced “on request” are not sold through the Shop’s checkout; the Seller prepares an individual offer for them after receiving an enquiry.
Biocidal products are sold in accordance with their marketing authorisations. Where an authorisation restricts who may use a product (for example to professional users), this is stated in the product description or on its label, and the Seller may ask the Customer to confirm that they meet these requirements before fulfilling the order.
Placing orders and concluding the contract
To place an order:
- Add products to the basket
On the product page or in the catalogue, with the “Add to basket” button.
- Go to the checkout
From the basket, with the “Go to checkout” button.
- Enter the order details
Name, email address and delivery address and, if the Customer wants a VAT invoice, the invoice details including the tax ID (NIP).
- Choose delivery and payment
From the delivery and payment methods available at the checkout.
- Confirm the order
After checking the summary – the products, the total price and the delivery costs – with the button that signals the obligation to pay (e.g. “Pay now”).
Placing an order is an offer to conclude a sales contract. After placing it, the Customer receives an order confirmation at the email address given. The sales contract is concluded when the Customer receives this confirmation.
The content of the contract – the products ordered, prices, delivery costs and the Customer’s details – is recorded in the order confirmation sent by email and in the customer account. The Seller gives the Consumer confirmation of the contract on a durable medium no later than when the product is delivered.
Orders can be placed at any time. Orders placed on days other than working days are processed from the next working day.
If payment for an order is not completed, the order is cancelled. If performing a concluded contract proves impossible (for example because a product is out of stock), the Seller informs the Customer without delay and refunds all payments received, no later than within 14 days.
Payment methods
In the Shop you can pay:
- with BLIK,
- by payment card: Visa, Mastercard, Maestro, American Express or UnionPay,
- with a digital wallet: Apple Pay, Google Pay or Shop Pay,
- with a local payment method: Bancontact, Bizum or iDEAL | Wero,
- in the USDC cryptocurrency (a stablecoin).
Which methods are available may depend on the Customer’s device, browser and country; the methods available for an order are shown at the checkout.
Payments are processed by Shopify (Shopify Payments) together with the payment service providers it works with. The Customer enters payment details directly at the checkout; the Seller does not receive or store them.
Payment is made in advance, when the order is placed. The order is fulfilled once the Seller receives confirmation of payment.
The Seller issues proof of purchase for every order in accordance with tax law. A Customer who wants a VAT invoice gives the invoice details, including the tax ID (NIP), when placing the order.
Delivery and order fulfilment
The countries and delivery methods available, their costs and the expected delivery time are shown at the checkout before the order is placed.
The fulfilment time runs from the day payment is confirmed and covers preparing the parcel and its delivery by the carrier. Pre-order products are shipped after the launch date given on the product page.
Products are delivered by a courier or another carrier to the address given in the order. The Customer is notified of shipment by email.
We recommend checking the parcel in the carrier’s presence on delivery and, if it is damaged, having a damage report drawn up. This is not a condition for exercising the Consumer’s statutory rights.
The risk of accidental loss of or damage to the product passes to the Consumer when the product is handed over to them.
Right of withdrawal
A Consumer may withdraw from a distance contract within 14 days without giving a reason and without incurring costs, other than the costs set out below.
The period runs from the day the Consumer, or a third party other than the carrier indicated by them, takes possession of the product. If an order includes products delivered separately, it runs from taking possession of the last of them. Sending the statement before the period ends is enough to meet the deadline.
The statement of withdrawal can be sent by email to office@seriangroup.com or in writing to the Seller’s address, using the model form in the Returns and Complaints Policy or in any other form. The Seller confirms receipt of the statement by email without delay.
The Seller refunds all payments made by the Consumer, including the cost of delivering the product (except for extra costs resulting from a delivery method chosen by the Consumer other than the cheapest standard delivery offered in the Shop), without delay and no later than 14 days from receiving the statement of withdrawal.
The refund is made using the same means of payment the Consumer used, unless the Consumer has expressly agreed to another method that involves no costs for them. The Seller may withhold the refund until it has received the product back or the Consumer has supplied proof of having sent it, whichever is earlier.
The Consumer returns the product without delay and no later than 14 days from the day of withdrawal; sending the product back before the period ends is enough to meet the deadline. The Consumer bears the direct cost of returning the product.
The Consumer is liable for any diminished value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning.
The right of withdrawal does not apply in the cases listed in Article 38 of the Polish Consumer Rights Act, in particular to a product supplied in sealed packaging that cannot be returned once opened for health protection or hygiene reasons, if the packaging was opened after delivery, and to a product made to the Consumer’s specifications or clearly personalised.
Step-by-step return instructions are in the Returns and Complaints Policy.
Complaints and lack of conformity
The Seller must deliver a product that conforms to the contract. Towards a Consumer, the Seller is liable for any lack of conformity that exists when the product is delivered and becomes apparent within two years of delivery, under Chapter 5a of the Polish Consumer Rights Act.
If the product does not conform to the contract, the Consumer may demand repair or replacement. If repair and replacement are impossible, the Seller has refused to bring the product into conformity, has not done so within a reasonable time, or the lack of conformity is significant, the Consumer may declare a price reduction or withdraw from the contract. Withdrawal is not possible if the lack of conformity is minor.
Complaints can be sent by email to office@seriangroup.com or in writing to the Seller’s address. To help us deal with it, we recommend giving the order number, a description of the problem and what the Customer is asking for, and attaching photos of the product.
The Seller replies to a Consumer’s complaint within 14 days of receiving it. If it does not reply within that time, the complaint is deemed accepted.
The Seller bears the costs of repair, replacement and collecting the non-conforming product.
Towards Customers who are neither Consumers nor sole traders with consumer rights, the Seller’s statutory warranty liability for defects is excluded (Article 558 § 1 of the Polish Civil Code).
The complaint procedure is described step by step in the Returns and Complaints Policy.
Out-of-court dispute resolution
A Consumer may use out-of-court ways of handling complaints and pursuing claims – in particular, ask a district (municipal) consumer ombudsman or a consumer protection organisation for help, or apply to the regional Trade Inspection inspector for mediation or to a permanent consumer arbitration court.
Using these procedures is voluntary and requires both parties’ consent. Information about them is available from these institutions and on the website of the Polish Office of Competition and Consumer Protection (UOKiK): www.uokik.gov.pl.
Personal data
The Seller is the controller of Customers’ personal data. How personal data is processed and cookies are used is described in the Privacy and Cookie Policy.
Final provisions
The Seller may amend these Terms for important reasons, in particular changes in the law, in payment or delivery methods or in the Shop’s services. An amendment applies from the date given when the new version is published. Orders placed before an amendment are governed by the Terms in force when the order was placed.
Matters not covered by these Terms are governed by Polish law, in particular the Civil Code, the Consumer Rights Act of 30 May 2014 and the Act of 18 July 2002 on the provision of electronic services.
These Terms do not limit the Consumer’s rights under mandatory law. The choice of Polish law does not deprive a Consumer habitually resident in another country of the protection given by the provisions of that country that cannot be excluded by contract.
Disputes with Customers who are neither Consumers nor sole traders with consumer rights are settled by the court having jurisdiction over the Seller’s registered office.