Terms and Conditions of the Online Store of Poczta Polska S.A.
Effective as of 19/02/2026
Chapter I
General provisions
§ 1.
1. These Terms and Conditions of the Online Store of Poczta Polska S.A., hereinafter referred to as the “Terms and Conditions”, define the rules for placing orders and selling products via the Online Store of Poczta Polska S.A.
2. The terms used in these Terms and Conditions shall mean:
1. delivery – the process that includes preparation, packaging and delivery (handing over) of the goods to the ordering party;2. e-invoice (structured invoice) – a sales document issued and transmitted via the National e-Invoicing System (KSeF). It is an invoice prepared in a uniform format required under tax regulations and accepted by KSeF as an official e-invoice;3. postal code – Postal Address Number (PNA) consisting of five digits separated by a hyphen after the first two digits (e.g., 00 940), forming an integral part of the sender’s and recipient’s address; the register of postal codes is published in the “Official List of Postal Address Numbers”, available at every post office and on www.poczta-polska.pl;4. consumer – a person referred to in Article 22¹ of the Civil Code, i.e., a natural person performing with an entrepreneur a legal act not directly related to their business or professional activity;5. sub order – part of the order created solely for the purpose of handling and shipping; it includes products sent from one warehouse (or other shipping location). Within one order, the system generates as many sub orders as there are warehouses fulfilling the shipment; a sub order does not constitute a separate contract;6. subscription (press subscription) – acceptance via the Online Store of an order placed and prepaid by the subscriber, and delivery to the subscriber or another person indicated by them of the subscribed press titles to the place specified in the order within the territory of Poland;7. subscriber – a natural person, legal person or organisational unit without legal personality but having legal capacity, who placed and prepaid an order for a subscription via the Online Store;8. product – a good (item, service) offered for sale in the Online Store under the rules defined in these Terms and Conditions;9. GDPR Regulation – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016;10. Online Store of Poczta Polska S.A. – the website through which the seller presents product and service offers and concludes contracts;11. seller – Poczta Polska S.A., with its registered office in Warsaw, ul. Rodziny Hiszpańskich 8, 00 940 Warszawa;12. contract – a distance contract for the sale of goods or provision of services concluded via the Online Store between the seller and the ordering party;13. gross order value – the total gross price of products included in a single order and delivery costs;14. invoice visualisation – a visualisation of a sales document issued electronically, in a format other than structured (e.g., PDF), delivered via electronic means (e mail);15. ordering party – a natural person, legal person or organisational unit without legal personality, having legal capacity, who has concluded or intends to conclude a contract via the Online Store;16. ordering party who is not a consumer – an ordering party that does not meet the definition of consumer specified in Article 22¹ of the Civil Code;17. order – a declaration expressing the will to conclude a contract via the Online Store;18. registered user – an ordering party who uses the Online Store after logging in.
§ 2.
1. These Terms and Conditions specify the rules for using the Online Store, concluding contracts through it, and performing such contracts.
2. Current contact details for the seller are available on the Online Store website.
3. Provisions concerning consumer rights also apply to a natural person concluding a contract not directly related to their business activity, if the contract does not have a professional nature for that person.
§ 3.
1. To properly use the Online Store, the ordering party must have:
1. a device with Internet access;2. a correctly configured up-to-date web browser;3. an active e mail account;4. software enabling viewing PDF files.
2. Only persons with full legal capacity may use the Online Store as ordering parties or on their behalf.
§ 4.
1. The ordering party may create an account (register) in the Online Store. The account enables communication between the seller and the ordering party, the possibility to change contact details, and access to information about previously placed orders and the status of current orders.
2. Creating an account:
3. Creating an account is a one time and free action. When creating the account, the ordering party must provide the following data:1. is entirely voluntary and is not required to conclude a contract via the Online Store;2. is treated as taking steps prior to concluding a contract, at the request of the data subject.
2. first name and surname (for natural persons) or company name (in other cases);1. a login, which will be the e mail address to which information regarding order fulfillment will be sent;4. Tax Identification Number (NIP) or VAT UE number or a similar tax number issued in a third country (mandatory for ordering parties who are not consumers);3. residential address (for natural persons) or registered office address (for other entities): street, building number, apartment number, Postal Address Number (PNA), city, and country;6. password to the Online Store.5. telephone number;
4. Logging in to the Online Store account requires entering the login and password. The password may be chosen freely but must consist of at least eight characters, including uppercase and lowercase letters, digits, and special characters. The password may be changed at any time. For security reasons, it is recommended to change the password at least once a month.
5. Each ordering party who has created an account in the Online Store receives an electronic confirmation of registration.
6. The ordering party who has an account in the Online Store may delete it by sending a completed account deletion form, according to the template provided in Annex No. 1 to the Terms and Conditions.
§ 5.
1. The rules for processing personal data of consumers and ordering parties who are not consumers are defined in the Privacy and Cookies Policy available on the Online Store website:
https://sklep.pocztapolska.pl/Regulaminy/Polityka-prywatnosci-i-cookies/
2. The Privacy and Cookies Policy contains, in particular, the information required under the GDPR Regulation and the Electronic Communications Law, including:
– the data controller,
– the contact details of the Data Protection Officer,
– the categories of processed data,
– the purposes and legal bases of data processing,
– data recipients,
– data retention periods,
– and the rights of data subjects.
Chapter II
Rules for the Sale of Products
§ 6.1. The seller offers in the Online Store products that constitute its property, as well as products sold in its own name but on behalf of third parties under a commission-based legal relationship. A necessary condition for concluding a contract is placing an order and providing all data listed in § 4(5)(4) of the Terms and Conditions.
2. Orders in the Online Store may be placed around the clock, excluding technical breaks indicated in an informational notice posted on the Online Store website.
3. Prices of products in the Online Store are expressed in Polish zloty and are gross prices. The price displayed with each product is binding at the moment the ordering party places the order.
4. Orders placed on business days after 17:00 (Polish time) and on Saturdays and public holidays will be treated as placed on the next business day.
5. An order is placed in the following way:
1. the ordering party selects the products they intend to purchase by using the “Add to cart” functionality placed next to the product image;2. while selecting products, the ordering party may at any time view information about the scope of the order, including the gross order value, using the “Your cart” functionality;3. after selecting the products, the ordering party, in the “Your cart” window, performs the final verification and approval of the list of products by using the “Order” functionality;4. the ordering party selects the method of delivery, method of payment, and enters (or edits) the address details necessary for order fulfillment:a) name and surname, or company name,b) delivery address,c) contact e mail address,d) contact telephone number;5. the “Your cart” window contains a summary of all products the ordering party intends to purchase, including unit gross prices, delivery costs (if applicable), and the total gross order value displayed in the “Total” field. Information about current delivery cost rules, including free shipping conditions, is available in the “Delivery and payment” section of the Online Store;6. before placing an order, the ordering party makes the following declarations:a) that they have read and accept the Terms and Conditions in its current version published in the “Terms and Conditions” section,b) if they are a natural person — whether the contract is concluded for purposes not directly related to their business activity or profession, by selecting the appropriate options in the Online Store.
6. Placing the Order occurs upon using the functionality “Order and pay”; using this functionality constitutes the conclusion of the contract.
§ 7.
1. Contact details for the Online Store Customer Service Office:
- 1. (+48) 43 842 06 01 (from mobile and landline numbers, domestic and international — charges per operator’s tariff); or
- 2. sklep@poczta-polska.pl
2. Contact for the “MójZNACZEK” service: personalizacja@poczta-polska.pl.
§ 8.
1. Receipt of the order placed electronically is confirmed immediately by the seller via e mail, within no more than 20 minutes.
2. The confirmation e mail does not constitute acceptance of the order — it only confirms that the Online Store has received the order.
3. In the same confirmation e mail, the seller provides a summary of the order, listing purchased products, unit prices, delivery costs, gross order value, and full contact details of the seller.
4. After processing the order, the seller sends the ordering party an e mail about the fulfillment of the sub order, which constitutes its acceptance and confirmation of commencement of execution.
5. If the order can only be partially fulfilled, the seller will send the ordering party products available under the sub order. The difference between the paid amount and the value of fulfilled sub orders will be refunded promptly to the account from which the payment was made.If the order cannot be fulfilled at all, the seller will inform the ordering party and refund the full amount paid, promptly to the account from which payment was made.
6. The ordering party may pay in advance online through the payment gateway available in the Online Store.
7. Available payment methods and conditions are listed in the “Delivery and payment” section.
8. For order fulfillment or receipt of advance payment, the seller issues a settlement document in accordance with tax law, including a fiscal receipt and an e invoice via the National e Invoicing System (KSeF). Additionally, the seller provides the buyer with an electronic PDF invoice visualisation.
For consumers, the seller additionally provides an ID KSeF or QR code enabling independent invoice retrieval from KSeF.
The ordering party must provide a correct e mail address and — in case of invoices issued to a tax identification number (NIP) — a valid NIP. Outdated data may prevent delivery or retrieval of an e invoice from KSeF.
The seller accepts payments in PLN. For foreign sales, invoices are issued in English.
Fiscal receipts are delivered electronically (e receipt). Upon request, a paper receipt may be included in the shipment.
If the ordering party is a consumer, the seller provides the contract confirmation in a separate document titled “Information for the consumer”, including the statutory withdrawal form.
§ 9.
1. Products are shipped within up to 5 business days after the seller’s bank account is credited with the gross order value.
2. Immediately after preparing the products for delivery, the seller sends an e mail to the ordering party with order details.
3. Ordered products are released against acknowledgment of receipt.
4. If delivery attempts are unsuccessful, the products will be left for pickup at the seller’s postal facility for 7 days from notification sent via e mail. Additionally, the seller will attempt to place the notification in the letterbox or on the door/gate of the premises.
5. If the products are not collected within the specified period or if collection is refused, the products are returned to the seller’s warehouse, and the ordering party receives a refund for uncollected products.
6. Delivery terms are available in the “Delivery and payment” section of the Online Store.
§ 10.
1. The seller ensures that the product sold to the ordering party is free of defects. For consumers, the seller is responsible for non conformity existing at the time of delivery and revealed within two years of delivery.
2. The seller is responsible for delivering products inconsistent with the order or defective.
3. The seller is not liable for damages resulting from lack of continuous access to the Online Store due to force majeure or telecommunications operator failures.
4. The seller is not liable for loss of data or damages resulting from improper functioning of the user’s device lacking original and up to date security software.
§ 11.
1. The provisions of this paragraph and §12 of the Terms and Conditions apply exclusively to ordering parties who are consumers.
2. The ordering party has the right to withdraw from the concluded contract without providing a reason and without incurring costs. A contract from which withdrawal has been made is considered not concluded, subject to section 6.
3. To withdraw from the contract, the ordering party submits a written declaration of withdrawal and sends it to the seller within 14 days from the date on which the product was delivered; if the product is delivered in parts, the period runs from the delivery of the last part. Sending the declaration before the deadline is sufficient to meet the withdrawal period. The ordering party may use the withdrawal form constituting Annex No. 2 to the Terms and Conditions, also available in the “Returns and Complaints” section of the Online Store.
4. The declaration of withdrawal may also be submitted electronically by sending it to: sklep@poczta-polska.pl. In such a case, the seller promptly confirms its receipt electronically.
5. In the event of withdrawal, the ordering party is obliged to return the purchased product immediately, no later than within 14 days from the date of submitting the withdrawal declaration. Sending the product before the deadline is sufficient. The ordering party bears the direct cost of returning the product, unless section 7 states otherwise. The return address is provided in the “Returns and Complaints” section of the Online Store.
6. Following withdrawal, the seller must refund the ordering party the paid amount for the returned product and the delivery costs within 14 days of receiving the withdrawal declaration. However, if the ordering party selected a delivery method more expensive than the cheapest option offered by the seller, the seller is not required to refund the additional cost. The refund is made using the same method as used for the original payment unless another refund method is agreed, provided it does not generate costs for the seller. The seller may withhold the refund until receiving the returned product or proof of its dispatch. A corrective invoice is issued for the refund.
7. Despite withdrawal, the ordering party is liable for any reduction in the product’s value resulting from use beyond what is necessary to determine its nature, characteristics, and functioning.
8. The right to withdraw does not apply to consumers where Annexes to the Terms and Conditions provide otherwise, including:
– personalised products prepared according to consumer instructions (e.g., the “MójZNACZEK” service),
– products with short shelf life,
– sealed products that cannot be returned after opening for health or hygiene reasons,
– sealed items or items sold in bundles,
– service contracts where the seller has fully performed the service with the consumer’s prior explicit consent, acknowledging the loss of the right to withdraw after full performance.
§ 12.
1. The ordering party has the right to make a complaint if the product is not in conformity with the contract. Non conformity must have existed at the time of delivery and be revealed within two years. The complaint may be submitted in writing at any post office or electronically. The complaint may include a request for: defect removal, product replacement, delivery of missing items, price reduction, or withdrawal from the contract.
2. Complaint templates are available in the “Returns and Complaints” section of the Online Store.
3. The seller may request that the complaint be supplemented, in particular by sending missing data or the product to the address specified. Delivery of the complained product takes place at the seller’s cost. The complaint is considered within 14 days from its submission.
4. Submitting a complaint does not exclude the right to pursue claims in court.
5. The seller replies to the complaint within 14 days. Failure to respond within this period constitutes acceptance of the complaint.
6. If the complaint is accepted, the seller will — depending on the ordering party’s request — reduce the price, remove the defect, deliver a full value product or missing product, or refund the ordering party. Refunds are made via bank transfer. A corrective invoice is issued.
7. If the complaint is dismissed, the ordering party may seek out of court dispute resolution (mediation, arbitration) or contact the consumer protection authorities.
8. Out of court settlement is possible only with the consent of both parties. The seller informs the ordering party whether it agrees to participate in such proceedings. Information and procedures are available via the Office of Competition and Consumer Protection (UOKiK), provincial trade inspectorates, and municipal consumer ombudsmen.
§ 13.
1. For ordering parties who are not consumers:
1. the seller is liable only for actual damage and only up to the gross order value;
2. in case of non conformity of the product, the ordering party may request only defect removal or replacement with a defect free product;
3. the right to claim defect removal or replacement expires if the ordering party fails to inspect the product immediately upon delivery in the presence of the courier and does not notify the seller by e mail the same day, including a description of the defect;
4. §12 sections 1–4 and 7–8 apply accordingly, except that the complaint period is 14 days from delivery;
5. if the complaint is accepted, the seller promptly informs the ordering party and provides a defect free product, or — if impossible — refunds the full gross order value.
Chapter III
Additional Provisions Regarding Contact After Placing an Order
§ 14.
1. A registered user, by accepting the Terms and Conditions on the Online Store website, declares that they have read the Privacy and Cookies Policy available on that website, as well as the Terms and Conditions, and undertakes to comply with them.
2. The seller reserves the right to contact the ordering party (by phone or electronically) after making a purchase in the Online Store, in order to:
– obtain feedback regarding the purchased product,
– propose additional offers,
– or provide important information related to the performance of the contract.
3. The ordering party may at any time object to further contact for marketing purposes by sending a message to: sklep@poczta-polska.pl or by clicking the appropriate link, if provided in the message.
Annexes to the Terms and Conditions:
Annex No. 2 - Contract Withdrawal Form
