Terms of service
Note: This is an English translation provided for convenience only. The original Polish-language document is the sole legally binding version. In the event of any discrepancy, ambiguity, or conflict between this translation and the Polish original, the Polish original shall prevail and shall be the version relied upon for legal purposes.
§1 General provisions
1. The owner of the Website at supapaws.com is Aston Couchman, running a business under the name Supa Paws Aston Couchman, Czarna Rola 21B / 5, 61-625 Poznań. The business is registered in the Central Register and Information on Economic Activity (CEIDG) under NIP: 9721365191, REGON: 541660810.
2. These Terms and Conditions set out the rules for using the Website and its functionalities, including, among others, the type and scope of services provided, including electronic services provided by its owner, the conditions and rules for placing orders, technical conditions, the manner of concluding and terminating distance contracts, the rules and deadlines for payment, delivery conditions, and the complaint-handling procedure.
3. You can contact the Seller by writing to the e-mail address: info@supapaws.com or by telephone: 510257400.
§2 Definitions
1. Price – the value expressed in monetary units that the Customer is obliged to pay to the Seller.
2. Business day – a day of the week from Monday to Friday, excluding public holidays.
3. Delivery – means the delivery of the Goods to the Customer by the Seller.
4. DSA - Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market For Digital Services and amending Directive 2000/31/EC (Digital Services Act).
5. Civil Code - the Civil Code Act of 23 April 1964.
6. Customer – an entity making a Purchase of goods for its own consumption and acquiring rights of ownership thereof, or intending to make a Purchase. A natural person with full legal capacity to perform legal acts, and, in cases provided for by generally applicable regulations, also a natural person with limited legal capacity, a legal person, and an organisational unit without legal personality to which the law grants legal capacity – which has concluded or intends to conclude an Agreement with the Seller.
7. Consumer – a natural person performing a legal act with an entrepreneur that is not directly related to their business or professional activity (definition based on Article 221 of the Civil Code).
8. Offer – a proposal of Products available on the Website, including essential information about the Product or Service. The Offer may also contain instructions for use or detailed conditions for using a given feature (if available).
9. Privacy Policy - the document setting out the rules for processing personal data, available at https://supapaws.com/pages/privacy-policy.
10. Product – any Good or Service within the meaning of Art. 2(3) of the Act on Counteracting Unfair Market Practices; a Product is payable, unless indicated otherwise.
11. Physical Product – a product subject to physical shipment by post/courier or which may be collected in person.
12. Entrepreneur – a natural person, legal person, and organisational unit that is not a legal person to which a separate act grants legal capacity, conducting business activity in its own name, which uses the Website.
13. Entrepreneur with consumer rights – a natural person concluding a contract directly related to their business activity, where it is clear from the content of that contract that it is not of a professional nature for that person, resulting in particular from the subject matter of their business activity, as made available on the basis of the provisions on the Central Register and Information on Economic Activity.
14. Terms and Conditions – these Terms and Conditions of sale, setting out the rules for using the Website, placing orders, and fulfilling orders by the Seller.
15. Website – the supapaws.com site, on which the Seller conducts the sale of Products.16. Seller - Aston Couchman, running a business under the name Supa Paws Aston Couchman, Czarna Rola 21B / 5, 61-625 Poznań. The business is registered in the Central Register and Information on Economic Activity (CEIDG) under NIP: 9721365191, REGON: 541660810.
17. Good – a thing that is the subject of a contract concluded between the Seller and the Customer.
18. Agreement – the mutual arrangements between the Seller and the Customer, defining their mutual rights and obligations.
19. Distance contract – a contract concluded without the simultaneous physical presence of the parties, using exclusively one or more means of distance communication up to and including the moment the contract is concluded.
20. Service – any activity containing an element of intangibility, consisting of acting upon the Customer or their belongings, which does not result in the transfer of ownership rights.
21. Electronic service – a service provided electronically via the Website; a service within the meaning of Art. 2(4) of the Act on the Provision of Services by Electronic Means.
22. User – an entity using the Website.
23. Purchase - transfer of ownership to the Customer, for payment or free of charge.
§3 Electronic services on the Website
1. The following Electronic services are available on the Website: contact form, shopping cart, user accounts, language-version switching, currency selection.
2. The above services are provided to the extent described directly on the Website.
3. Electronic Services are provided to Customers on the Website on the terms set out in these Terms and Conditions.
4. Use of Electronic services involves the transmission of data via the internet, which carries the risk characteristic of that network.
5. It is forbidden to transmit unlawful and illegal content, including in particular materials promoting terrorism, depicting the sexual exploitation of children, promoting racism and xenophobia, and infringing intellectual property rights. Detailed information on prohibited content can be found in the section "Restrictions on content – illegal content and content contrary to the Terms and Conditions, reporting illegal content, point of contact" of these Terms and Conditions.
§4 Rules for concluding contracts
1. The Terms and Conditions and the Offer set out the rules of cooperation and the conditions for performance of the contract.
2. The Terms and Conditions are made available to the Customer free of charge. The content of the Terms and Conditions may be recorded by the Customer by downloading it, saving it to a data carrier, or printing it at any time from the Website.
3. The Customer may not place an Order using incorrect personal data, anonymously, or under a pseudonym.
4. The Terms and Conditions and the Offer do not limit or exclude the rights of a Customer who is a Consumer or an Entrepreneur with consumer rights arising from mandatory legal provisions.
5. In the event of a discrepancy between the content of the Terms and Conditions and the Offer, the Offer shall prevail.
6. The Agreement is concluded at the moment of clicking the button clearly indicating the intention to purchase with an obligation to pay, or at the moment of an express confirmation of the intention to place an order electronically.
7. Receipt of the order will be confirmed electronically.
8. The Customer is prohibited from providing unlawful content and is obliged to use the Website in accordance with applicable law, the Terms and Conditions, and good practice, with respect for personal rights and intellectual-property rights, in particular copyrights belonging to the Seller or third parties, and in a manner that does not disrupt the functioning of the Website.§5 Price
1. The Price is a gross price and includes all taxes required by law, unless the Seller has clearly indicated in the Offer that this is not the case.
2. The Seller informs that it is a VAT payer.
3. The Price does not include information regarding delivery costs or other costs that the Customer is obliged to bear, which the Customer will be informed of before placing the order.
4. A reduced Price is the price applicable after a reduction in the Product's Price.
5. The lowest Price is the lowest price for the Product that applied during the period of 30 days prior to the introduction of the reduction, and in the case of a product offered for sale for a period shorter than 30 days – the lowest price is the lowest price applicable in the period from the day the offering of that Product began to the day the reduction was introduced.
6. The Seller reserves the right to make changes to Product prices and to conduct and cancel promotional campaigns. Any changes to Product prices apply from the moment they are introduced on the Website and do not affect Agreements already concluded. Promotions conducted by the Seller are not combinable, unless the terms of a given promotion state otherwise. Detailed information is contained each time in the terms or rules of a given promotion.
§6 Rules of cooperation and placing orders on the Website
1. The Customer may use the Website 24 hours a day, 7 days a week.
2. The Seller reserves the possibility of temporarily disabling the Website for technical reasons.
3. Orders placed on Saturdays, Sundays, or public holidays are processed on the next Business Day, unless the Seller has published different working hours at https://supapaws.com/pages/contact.
4. The Seller uses external payment operators to offer online payments (Shopify Payments).
5. The Seller informs the Customer about the form of payment for ordered Products before the Purchase.
6. The Customer is obliged to make payment immediately after placing the order, unless otherwise stated in the Offer or the payment method chosen by the Customer.
7. In order to Purchase Products via the Website, one should:
● select the Product one wishes to purchase, from among the options available on the site, by clicking the "add to cart" button or an analogous button;
● after selecting the Products, provide the required information (e.g. Customer data, method of payment, method of delivery);
● review information on the total price for the selected Products, including delivery, and any other additional costs arising from the order placed;
● accept the Terms and Conditions and the order, and make payment for the order in accordance with the chosen payment method. After the order is placed, the Seller will send confirmation of the order placement to the e-mail address provided.
8. After the Agreement is concluded, the Seller also sends the Customer its terms, unless they were provided before the Agreement was concluded.
9. The Seller reserves the right to refuse to accept an order or to cancel it in the event it was placed using: software, a robot, a crawler, a spider, or any automated system or scripted behaviour, or any third-party services used to place an order on behalf of the user.
§7 Physical Product - order fulfilment
1. If one or more items are no longer available, the Customer will be informed electronically that the purchase agreement for the items listed in the e-mail message could not be concluded.
2. The Product ordered by the Customer will be shipped after the Customer has paid the full price together with delivery costs.
3. Orders are fulfilled throughout Poland. Where a delivery date is given in business days, this should be understood as all days from Monday to Friday inclusive, except statutory public holidays.4. The order is fulfilled outside the borders of Poland, provided that shipping to the given country is available among the delivery methods.
5. The ordered Goods will be shipped no later than within 2 days, unless otherwise stated in the Offer.
6. In the event the Customer fails to collect the Goods and they are returned to the Seller, the Customer may be charged the costs of returning the Goods to the Seller. Re-shipment of the Goods will take place after the Customer has covered the costs of the returned shipment and the costs of re-delivery. The above does not infringe the Consumer's rights to withdraw from the contract; however, in such a case the Seller may deduct the direct costs of returning the Goods from the amount to be refunded.
§8 Technical conditions
1. The Customer may use the Website in accordance with applicable law and the Terms and Conditions.
2. The Seller declares that the public nature of the Internet and the use of electronically provided services may involve the risk of Customers' data being obtained and modified by unauthorised persons, and Customers should therefore apply appropriate technical measures to minimise the above-mentioned risks.
3. In order to use the Website or place an order, the Customer needs to have:
● a current version of a web browser supported by its manufacturer, with access to the Internet (e.g. Opera, Mozilla Firefox, Google Chrome);
● an active e-mail account.
4. Where the use of the Website or Products requires meeting additional technical requirements, the Customer will be informed of this before using the Website or before placing an order for a Product.
§9 Complaints
1. The Seller is liable for the conformity of the item with the sales contract on the terms set out in Art. 43a et seq. of the Consumer Rights Act.
2. This chapter sets out the rules of liability for conformity of performance with the Agreement obliging the transfer of ownership of the Goods to the Consumer and to the Entrepreneur with consumer rights, with regard to contracts concluded from 1 January 2023.
3. Contracts obliging the transfer of ownership of the Goods, including in particular contracts of sale, supply contracts, and contracts for specific work constituting goods, are not subject to the provisions of Division XI, Book Three, Title II of the Act of 23 April 1964 – the Civil Code, but only to the Consumer Rights Act. Detailed information on the above rules can be found in the Consumer Rights Act, and these Terms and Conditions are not intended to limit or amend them.
4. If the Goods are not in conformity with the contract, the Customer may demand their repair or replacement, or, in cases specified in the Consumer Rights Act – also withdrawal from the contract.
5. The Seller may carry out a replacement when the Customer demands a repair, or the Seller may carry out a repair when the Customer demands a replacement, if bringing the goods into conformity with the contract in the manner chosen by the Customer is impossible or would require excessive costs for the Seller. If both repair and replacement are impossible or would require excessive costs, the Seller may refuse to bring the Goods into conformity with the contract.
6. If the Goods are not in conformity with the contract, the Customer may submit a statement on price reduction or withdrawal from the contract when:
● the Seller refused to bring the Goods into conformity with the contract or did not bring the Goods into conformity with the contract;
● the lack of conformity of the Goods with the contract persists, even though the Seller attempted to bring the Goods into conformity with the contract;
● the lack of conformity of the Goods with the contract is significant enough to justify an immediate price reduction or withdrawal from the contract;
● it is clear from the Seller's statement or the circumstances that it will not bring the Goods into conformity with the contract within a reasonable time or without excessive inconvenience to the Customer.
7. The Customer may not withdraw from the contract if the lack of conformity of the Goods with the contract is insignificant.
8. In the event of withdrawal from the contract, the Customer shall immediately return the Goods to the Seller at their own expense. The Seller shall refund to the Customer the Price together with the original delivery costs (up to the amount of the cheapest standard delivery method offered by the Seller) promptly, but no later than within 14 days from the day of receiving the Goods or proof of their return shipment.
9. If a complaint is deemed justified, the Seller shall bear the costs of delivering the complained-about Goods and of returning them to the Customer, as well as other necessary costs related to the complaint process in accordance with the provisions of the Civil Code.
10. If a complaint is deemed unjustified (the Goods have no defect or the defect arose through the Customer's fault), the costs of shipping the Goods to the Seller and the costs of their return shall be borne by the Customer. The Seller may make the return of the Goods conditional upon the Customer first covering the shipping costs.
11. The Customer may submit a complaint regarding non-conformity of the Goods with the contract by sending it to the Seller's address indicated in the Terms and Conditions (postal or e-mail address). The complaint should contain data enabling identification of the Customer, the subject of the complaint, and the requests related to the complaint.
12. If an incomplete complaint is received that prevents it from being processed, the Seller will call on the Customer to supplement it, under pain of the complaint being left unprocessed. The Customer may submit a complaint using the template constituting Annex No. 2 to these Terms and Conditions.
13. All complaints are resolved promptly, no later than within 14 days from the day the complaint is submitted. The person filing the complaint receives a response by e-mail sent to the e-mail address from which the complaint was sent.
14. Any deficiencies in the complaint submission will be reported to the Customer promptly, together with information on how the deficiencies in the complaint submission should be remedied.
15. The provisions of this chapter do not apply to Goods that serve solely as a carrier of digital content.
16. The provisions of this Chapter concerning the Consumer apply accordingly also to contracts concluded by an Entrepreneur with consumer rights.
§10 Warranty (Guarantee)
1. Apart from the rights arising from the statutory warranty (rękojmia) or the Consumer Rights Act, some Goods may be covered by a guarantee. In such a case, information regarding the guarantee will be specified, among others, in the Offer or in a separate document in accordance with the rules provided for in the Consumer Rights Act.
§11 Withdrawal from the contract
1. This chapter sets out the rules for withdrawal from the contract by the Consumer and the Entrepreneur with consumer rights.
2. A Customer who is a Consumer or an Entrepreneur acting with consumer rights has the right to withdraw from the contract within 14 days, subject to the provisions below. In order to exercise the right of withdrawal from the contract, the Customer should inform the Seller of this by way of an unambiguous statement, e.g. sending an e-mail or letter to the address indicated in the Terms and Conditions. A template withdrawal form can be found in Annex No. 1 to the Terms and Conditions. The Customer may also withdraw from the contract by completing the form available on the Website (a link to the form can be found in the order-confirmation e-mail and in the footer of the Website).
3. The right of withdrawal from the contract does not apply in the case of certain contracts, of which the Customer will be informed before placing the Order.
4. The Customer referred to in para. 2 shall be liable for any diminished value of the Product resulting from using it in a manner going beyond what is necessary to establish the nature, characteristics, and functioning ofthe Product.
§12 Refunds – effects of withdrawal from the contract
1. In the event the Customer withdraws from the contract, the Seller is obliged to promptly, but no later than within fourteen days from the day of receiving notice of withdrawal from the contract, refund to the Customer all payments received from the Customer, including delivery costs (except for any additional costs resulting from the Customer's choice of a delivery method other than the cheapest standard delivery method offered by the Seller).
2. Return address: As You Wish Sp. z o.o., ul. Andrzeja Struga 78, building B, 90-557 Łódź.
3. The refund shall be made using the same means of payment as used by the Customer in the original transaction, unless the Customer has expressly agreed to a different means of payment.
4. The Seller reserves the right to withhold reimbursement of payment received from the Customer until the product has been received back, or until the Customer provides proof that the product has been sent, whichever occurs first.
5. The Customer is obliged to send back to the Seller or hand over the product promptly, but no later than fourteen days from the day on which they informed the Seller of the withdrawal from the contract. The deadline is deemed to have been met if the product is sent before the fourteen-day period expires.
6. The Seller shall refund to the Customer the cost of delivering the Product up to the amount of the cheapest standard delivery method offered in the Store. The Seller is not obliged to refund any difference in delivery costs.
7. The Seller does not bear the costs of the return shipment in the event of withdrawal from the contract within the 14-day period.
§13 User panel
1. The Customer may create a User Account after registering on the Website, hereinafter the Account. The agreement for the creation and maintenance of the User Account is concluded for an indefinite period.
2. The Customer may not hold multiple User Accounts or share the User Account with third parties.
3. The Seller sends information regarding the User Account to the e-mail address indicated by the Customer. The Customer sets an individual password for the Account. The Customer is obliged to set an individual password also in the event that a password is generated automatically by the system for the purposes of registering the User Account. After registering the Account, the Customer should promptly set a new password.
4. The Customer may submit a request to delete the User Account to the Seller by e-mail or in another manner accepted for communication with the Seller, subject to a 14-day notice period, without giving a reason.
5. Deletion of the User Account may result in the loss of access to Products made available as part of the User Account.
6. The Seller may terminate the agreement for the creation and maintenance of the User Account:
● subject to a 14-day notice period, without giving a reason;
● with immediate effect for important reasons, in particular in the event the Customer breaches the provisions of the Terms and Conditions or the law, undertakes actions contrary to good practice, or actions that may negatively affect the operation of the Website or the Seller's reputation.
§14 Copyright and licences
1. All materials made available by the Seller, including Products, photographs, texts, graphics, multimedia, and trademarks, are a work within the meaning of the Act on Copyright and Related Rights, subject to legal protection.
2. The copyright to the aforementioned materials belongs to the Seller or another entity from which the Seller has obtained an appropriate licence. The materials may also be used by the Seller on the basis of another legal ground.
3. All materials made available by the Seller may be used by the Customer solely for their own personal use, unless otherwise stated in the Offer. Further distribution, sharing, downloading, or saving of the materials in any manner beyond the scope of permitted personal use is not authorised.4. The Seller grants the Customer a non-exclusive licence, without the right to grant sublicences and without territorial restrictions. Time restrictions result from the Offer or from these Terms and Conditions. Remuneration for the grant of the licence has been included in the price.
5. The Customer has the right to use the materials in the following fields of exploitation:
● recording and reproduction of the work – producing copies of the work using a specific technique, including printing, reprographic technique, magnetic recording, and digital technique, for personal use;
● trading in the original of the Physical Product – placing on the market, lending, or renting the original;
● dissemination of the work in a manner other than specified in point (b) – public performance, exhibition, display, playback, and broadcasting and re-broadcasting, as well as making the work publicly available in such a way that everyone can have access to it at a place and time individually chosen by them.
6. In the event of a breach of the prohibition referred to in this paragraph, including infringement of copyright, the Seller has the right to seek compensation and redress from the Customer. The Customer may bear civil or criminal liability in this respect.
7. The Seller has the right to periodically update the Products.
8. The provisions of Polish law apply to these Terms and Conditions.
§15 Content restrictions – illegal content and content contraryto the Terms and Conditions, reporting illegal content, point of contact
1. The Customer is obliged to use the Website in a manner consistent with the law and with ethics, respecting the personal rights and the copyright and intellectual-property rights of the Owner and other persons.
2. It is prohibited to post content that is not in accordance with the law.
3. Content may not promote, endorse, or portray (including via links to other websites) the commission of offences specified in Directive (EU) 2017/541 (hereinafter: the "Directive"), such as, among others:
● Trafficking in human beings, i.e.:
● Recruiting, transporting, transferring, harbouring, or receiving persons;
● Use of threat, violence, coercion, abduction, fraud, or deception;
● Abuse of authority, exploitation of a position of vulnerability;
● Giving or receiving payments or benefits to achieve the consent of a person having control over another person, for the purpose of exploitation.
● Offences related to terrorism (full catalogue of offences listed in Art. 3(1) of the Directive):
● Committed with the aim of intimidating a population, unduly compelling a government or an international organisation to perform or abstain from performing any act, or seriously destabilising or destroying the fundamental political, constitutional, economic, or social structures of a country or an international organisation.
● Examples of such offences include:
- Attacks upon a person's life which may cause death.
- Attacks upon the physical integrity of a person.
- Kidnapping or hostage-taking.
- Manufacture, possession, acquisition, transport, supply, or use of explosives or weapons (including chemical, biological, radiological, or nuclear weapons), as well as research into and development of such weapons.
- Illegal interference with information systems, causing serious damage, or committed against an information system that constitutes critical infrastructure.
- Illegal interference with computer data in an information system constituting critical infrastructure.
- Threatening to commit any of the above acts.
● Distributing or otherwise making available to the public a message with the intent to incite the commission of an offence listed in the Directive, where such conduct advocates the commission of terrorist offences and creates a danger that one or more such offences may be committed.
● Inducing other persons to commit or contribute to the commission of offences listed in the Directive.
● Providing or collecting funds, directly or indirectly, with the intent that they be used to commit terrorist offences.
● Preparing or using false official documents with the intent to commit offences listed in the Directive.
4. Content may not contain information that:
● Infringes moral or economic copyrights.
● Violates good practice or moral norms, offends the dignity, or infringes the personal rights of other persons, including the right to one's own image.
● Is vulgar, offensive, endorses radical social attitudes, or promotes such views (including any kind of discrimination based on race, ethnicity, gender, or religion, promotion of hatred, etc.), and contains pornographic content.
● Constitutes advertising prohibited under the Act of 16 April 1993 on Combating Unfair Competition and the Act of 23 July 2007 on Counteracting Unfair Market Practices.
● Constitutes misleading commercial information.
5. The Owner counteracts the dissemination of terrorist content in accordance with Regulation (EU) 2021/784 and illegal content in accordance with the DSA.
● The Owner has established a central point of contact (hereinafter: the Point of Contact) intended for direct electronic communication with the Portal for the authorities of Member States, the Commission, and the Board for Digital Services in accordance with DSA requirements, in the form of a contact form available at: https://supapaws.com/pages/contact. The Point of Contact also handles orders to take action against illegal content and orders to provide information.
● The Point of Contact was established in order to fulfil the requirements of Art. 11 of Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market for Digital Services and amending Directive 2000/31/EC (Digital Services Act) (DSA).
● The Point of Contact is responsible for handling orders related to actions against illegal content in accordance with Art. 9 DSA and orders to provide information under Art. 10 DSA, which are transmitted to the Owner by the relevant judicial and administrative authorities.
● Users may also use the Point of Contact for direct and quick communication with the Owner.
● The Point of Contact handles communication in Polish or English.
● Reports concerning illegal content should be directed to the Owner solely via the dedicated Point of Contact available on the Website. The report must contain all required information indicated in the form (form available below).
● The Owner will inform the reporting party of the receipt of the report and of how it will be handled, via e-mail.
● The Owner does not independently review published content.
● Complaints regarding the Seller's actions related to terrorist or illegal content should be submitted in accordance with the procedure described in the Terms and Conditions.
6. The Owner suspends the provision of services for a reasonable period, after prior warning, for recipients of the service who frequently submit manifestly illegal content. In addition, the Seller suspends, for a reasonable period and after prior warning, the processing of reports and actions submitted via the notice-and-action mechanisms and of complaints submitted via the internal complaint-handling systems referred to in Art. 16 and 20 DSA respectively, by persons or entities that frequently submit manifestly unfounded reports or complaints.
7. The Owner makes decisions to suspend services after a thorough assessment of each case, in a timely and objective manner, with due diligence. It checks whether the recipient of the service, person, entity, or complainant is engaging in the abuse referred to in point 6, taking into account all available relevant facts and circumstances. These circumstances include at least:
● The number of manifestly illegal content items or unfounded reports or complaints that have been submitted, filed, or lodged during a given period.
● The proportion of that number in relation to the total number of items of information or reports made in the given period.
● The gravity of the abuse, including the nature of the illegal content and its consequences.
● The intent of the recipient of the service, person, entity, or complainant, where it can be ascertained.
8. To the extent not regulated herein, the provisions of the DSA apply.
§16 Final provisions
1. During force majeure, the Parties to the agreement shall be released from all liability for its non-performance or improper performance, provided that the circumstances of the force majeure event constitute an obstacle to performance of the contract. The above also applies during the period immediately preceding or immediately following the occurrence of force majeure, provided that during the indicated period the effects of the force majeure constitute an obstacle to performance of the contract.
2. "Force majeure" is understood as a sudden or natural event, independent of the will and action of the Parties, which could not have been foreseen and which it was impossible to prevent, in particular such events as: flood, war, an act of terror, the introduction of a state of emergency.
3. In a situation where the Customer is from outside the Seller's country, they should inform the Seller of this, indicating information about their place of residence/registered office, in order to enable tax settlement in accordance with the regulations applicable to them.
4. Within the scope of using the Products, it is forbidden to act in a manner contrary to the law, good practice, or in a manner infringing the personal rights of third parties, and to provide information of an unlawful nature.
5. Amicable resolution of disputes and handling of complaints. The Consumer has the possibility of turning to:
● a standing amicable consumer court with a request to resolve a dispute arising from a concluded contract;
● the provincial inspector of the Trade Inspection with a request to initiate mediation proceedings, for the amicable resolution of a dispute between the Customer and the Seller;
● the county (municipal) consumer ombudsman or a social organisation whose statutory tasks include consumer protection, in order to obtain assistance regarding the contract;
● or has the right to use the ODR platform. The platform serves to resolve disputes between consumers and businesses: http://ec.europa.eu/consumers/odr.
6. The Seller reserves the right to introduce changes to the Terms and Conditions for important reasons, including in particular due to changes in the law to the extent that such changes force the Seller to also change the content of these Terms and Conditions, in particular changes to the provisions of the Civil Code, the Consumer Rights Act, the Act on the Provision of Services by Electronic Means, as well as pursuant to binding decisions of UOKiK (the Office of Competition and Consumer Protection), PUODO (the Personal Data Protection Office), or court rulings to the extent corresponding to the decisions/rulings issued, and in the event of a material change in business factors, provided there is a causal link between the aforementioned change and a change in the costs of providing services by the Seller.
7. The governing law is Polish law, subject to para. 9.
8. The competent court is a Polish court, subject to para. 9.
9. In the case of a Customer who is a consumer, the provisions of the Terms and Conditions do not deprive the consumer of the protection granted by the law of the country of their habitual residence, which cannot be excluded by agreement. Where the provisions in force in the consumer's country are more favourable to them, and those provisions cannot be excluded by agreement, they shall apply to the agreement concluded between the Customer and the Seller.
10. The rules regarding the processing of personal data are governed by the Privacy Policy.
11. The Terms and Conditions are in force from 2026-07-01.
§17 Additional provisions concerning entrepreneurs
1. The provisions of this paragraph apply to an Entrepreneur who is not an Entrepreneur with consumer rights.
2. The court competent to resolve disputes arising between the Seller and an Entrepreneur who is not an Entrepreneur with consumer rights is the court competent for the Seller's registered office, excluding Art. 46 §2 of the Code of Civil Procedure.
3. The Seller has the right to terminate the agreement with immediate effect with an Entrepreneur who is not an Entrepreneur with consumer rights. For this purpose, the Seller sends the Entrepreneur, to their e-mail address or correspondence address, a statement of termination of the agreement. The Entrepreneur waives any claims in this respect.4. The Seller is not liable for lost profits in relation to an Entrepreneur who is not an Entrepreneur with consumer rights.
5. Towards Entrepreneurs who are not Entrepreneurs with consumer rights, all liability under statutory warranty for physical and legal defects of the item sold is excluded. Entrepreneurs who are not Entrepreneurs with consumer rights are obliged to inspect the goods upon receipt and to report any comments directly at the time of delivery.
6. Entrepreneurs who are not Entrepreneurs with consumer rights are not entitled to the right of withdrawal from the contract.
7. The application of the provisions of these Terms and Conditions concerning returns and complaints is excluded with respect to the Entrepreneur.
8. The Seller's liability towards an Entrepreneur who is not an Entrepreneur with consumer rights is limited to twice the Seller's remuneration for the performed Agreement, unless the damage was caused intentionally.
Annex No. 1
TEMPLATE WITHDRAWAL FORM
Complete the form if you wish to withdraw from the Agreement.
Date and city:
Your first and last name:
Your address:
Your e-mail:
Your telephone number:
Supa Paws Aston Couchman, Czarna Rola 21B / 5, 61-625 Poznań
Withdrawal from the contract
I hereby withdraw from the contract dated:
Order number:
Annex No. 2
COMPLAINT FORM
Complete the form if you wish to file a complaint regarding non-conformity of the Product with the Agreement.
Date and city:
Your first and last name:
Your address:
Your e-mail:
Your telephone number:
Order number:
Date the order was placed:
Supa Paws Aston Couchman, Czarna Rola 21B / 5, 61-625 Poznań
Complaint
I hereby state that the goods I purchased are not in conformity with the contract.
Concerns the product:
Non-conformity was found on:
The non-conformity of the Product with the contract consists of:
In light of the above, I request:Annex No. 3
REPORT OF ILLEGAL CONTENT
Complete the form if you wish to report illegal content, content that violates the terms of use of the services, or harmful content, published via the supapaws.com platform, including in particular: content promoting terrorism, depicting the sexual exploitation of children, spreading racism and xenophobia, infringing intellectual-property rights, cyberstalking, the sale of counterfeit products or products that do not meet standards, infringing consumer-protection rights, unlawful use of materials protected by copyright, illegal offering of accommodation services, and illegal sale of live animals.
Date and city:
Your first and last name:
Your address:
Your e-mail:
Your telephone number:
Supa Paws Aston Couchman, Czarna Rola 21B / 5, 61-625 Poznań
Address or URL(s) of the content you consider to be illegal:
Which content on the site is illegal (specify precisely):
Justification for the report:
I declare that the belief held in good faith by the person or entity on whose behalf I am making this report, that the information and allegations contained in it are correct and complete.
The legal compliance of this document is guaranteed by the lawyers of Kancelaria KZ