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Terms of Service

TERMS OF SERVICE AND ONLINE STORE REGULATIONS OF NATU CARE

TABLE OF CONTENTS

  1. DEFINITIONS
  2. GENERAL PROVISIONS
  3. ORDERING PRODUCTS
  4. PAYMENTS
  5. DELIVERY
  6. PROMOTIONS AND PROGRAMS
  7. RIGHT OF WITHDRAWAL FROM THE SALES AGREEMENT
  8. WARRANTY AND NON-CONFORMITY WITH THE CONTRACT
  9. COMPLAINT PROCEDURE
  10. ELECTRONIC SERVICES
  11. SUBMITTING REVIEWS
  12. PERSONAL DATA
  13. OUT-OF-COURT DISPUTE RESOLUTION
  14. INTELLECTUAL PROPERTY
  15. FINAL PROVISIONS

§1 Definitions

  1. Business Days – days from Monday to Friday, excluding public holidays.
  2. Delivery – the actual act of delivering a Product specified in the Order to the Buyer by Natu Care via a Carrier.
  3. Carrier – an entity providing transport services with which Natu Care cooperates in delivering Products.
  4. Registration Form – a form available on the Website that enables creating and registering an Account.
  5. Order Form – an interactive form available in the Store allowing the submission of an Order, particularly by adding Products to the electronic cart and specifying terms of the Sales Agreement, including delivery method, payment, and personal data.
  6. Freebie – a free-of-charge item or service voluntarily added to the Order by Natu Care.
  7. Civil Code – The Civil Code Act of April 23, 1964 (i.e., Journal of Laws 2018, item 1025).
  8. Account – a panel individually assigned to each User, activated by Natu Care after registration, where User data is collected, including loyalty points.
  9. Consumer – a natural person conducting a legal transaction not directly related to their business or professional activity.
  10. Buyer (or User) – a person using the Website, in particular to purchase Products.
  11. Natu Care – Natu Care Sp. z o.o., based in Warsaw, address: Okopowa 58/72, 01-042 Warsaw, registered in the National Court Register under number: 981162; VAT ID: 5273010336, REGON: 522565778.
  12. Newsletter – an electronic service provided by Natu Care via email, consisting of sending information about Products, promotions, and special offers.
  13. Privacy Policy – a document containing information required by Article 13 of GDPR and rules regarding the use of cookies by the Website and Online Store.
  14. Product – an item offered by Natu Care in the Store.
  15. Entrepreneur – a natural or legal person or an organizational unit conducting business or professional activity in their own name.
  16. Regulations – these regulations.
  17. GDPR – Regulation (EU) 2016/679 of the European Parliament and Council of April 27, 2016 on the protection of natural persons regarding the processing of personal data and on the free movement of such data.
  18. Website – the internet portal operated by Natu Care at http://www.natu.care.pl
  19. Store – the online store of Natu Care available on the Website.
  20. Sales Agreement – a contract of sale for a Product concluded between Natu Care (as seller) and the Buyer.
  21. Electronic Service – a service provided electronically by Natu Care to the User or other entities via the Website as defined by the Act on Providing Services by Electronic Means.
  22. Act on Providing Services by Electronic Means – the Act of July 18, 2002 (i.e., Journal of Laws 2019, item 123).
  23. Consumer Rights Act – the Consumer Rights Act of May 30, 2014 (i.e., Journal of Laws 2019, item 134).
  24. User (or Buyer) – a person using the Website, in particular for purchasing Products.
  25. Order – a declaration by the Buyer submitted to Natu Care via the Order Form expressing intent to purchase selected Products.

§2 General Provisions

  1. Regulations. These Regulations set out the rules and conditions for Users’ use of the Website and Store, and serve as regulations for the provision of Electronic Services under the Act on Providing Services by Electronic Means. They define in particular how to use the Store, place Orders, deliver Products, pay for Products, the Consumer’s right to withdraw from the Sales Agreement, and how to file and handle complaints.
  2. Acceptance of Regulations. The Sales Agreement is concluded and executed under these Regulations. Acceptance is a condition of concluding and performing the Sales Agreement. Use of Electronic Services constitutes acceptance of the Regulations.
  3. Store Customers. The Store is intended for both Consumers and Entrepreneurs, with exceptions stated in the Regulations.
  4. Authorized Representative. A natural person acting on behalf of an Entrepreneur and accepting the Regulations confirms they are authorized to act on their behalf.

§3 Ordering Products

  1. Invitation to conclude an agreement. Announcements, prices, ads, and other product information displayed in the Store are considered invitations to conclude a Sales Agreement within the meaning of Article 71 of the Civil Code.
  2. Prices. Prices in the Store do not include delivery or payment costs, which are presented to the Buyer during the Order process.
  3. Order submission method. The Buyer completes an Order by selecting the desired Product(s). Products are added to the Order by selecting "ADD TO CART." After choosing delivery and payment methods in the "CART," the Buyer places the Order by submitting the Order Form to Natu Care via the "PLACE ORDER" button. Before submission, the Buyer is informed of the total cost and any additional charges related to the Sales Agreement.
  4. Using an Account. Submitting an Order does not require an Account, but providing the necessary data is required.
  5. Moment of concluding the Sales Agreement. Submitting an Order constitutes an offer by the Buyer to conclude a Sales Agreement. Natu Care confirms receipt and acceptance via email. Upon receiving the email, the Sales Agreement is concluded.
  6. Confirmation. After concluding the Sales Agreement, its terms are confirmed, recorded, and made available to the Buyer via an email containing the Order details.
  7. Subscription orders. Choosing the subscription model means the Buyer agrees to periodic deliveries and recurring payments (if applicable) for the duration of the subscription at the selected frequency.
  8. Subscription cancellation. For indefinite subscriptions, either party may cancel at any time with at least 5 days' notice before the next cycle. The Buyer may cancel via a panel link or by contacting Natu Care. Natu Care may cancel via email or SMS. This does not affect the Buyer’s right to withdraw under standard rules.
  9. Withdrawal due to product unavailability. If a Product is unavailable, Natu Care will contact the Buyer. If the Buyer does not agree to an alternative within 14 days, Natu Care may withdraw from the agreement or fulfill it without the missing item, if consented by the Buyer.
  10. Withdrawal due to incorrect price. If a price was posted incorrectly, Natu Care will inform the Buyer. If the Buyer does not accept the corrected price, Natu Care may withdraw within 14 days unless the Buyer agrees to proceed without the affected Product.
  11. Withdrawal due to price change. If external factors significantly affect the price (e.g., currency fluctuations, supplier increases), Natu Care may withdraw after informing the Buyer. If the Buyer does not accept the new price within 14 days, Natu Care may withdraw.
  12. Withdrawal due to Buyer’s fault. Natu Care may refuse, suspend, or withdraw from a Sale within 7 days if the Buyer persistently violates the Regulations (e.g., ordering cash-on-delivery parcels and refusing receipt).
  13. Order combination. Natu Care reserves the right to combine multiple orders placed within a short time into one shipment. This does not affect delivery times or costs.

§4 Payments

  1. The Buyer can pay for the ordered Products using one of the payment methods available in the Store at the time of placing the Order.
  2. Available payment methods and their details can be found in the "Payment methods" section of the Store.
  3. If the Buyer chooses prepayment and the payment is not made within 5 business days from the Order date, the sales contract automatically terminates. Natu Care may extend this period upon individual request.
  4. Natu Care issues a VAT invoice or receipt for each sale. The Buyer agrees to receive electronic invoices by email.
  5. To receive a VAT invoice, the Buyer must provide the company name and VAT ID at checkout.

§5 Deliveries

  1. Natu Care delivers Products exclusively within the territory of the Republic of Poland and European Union countries.
  2. Delivery is made to the address indicated by the Buyer during the Order process.
  3. Delivery time is given in Business Days and is counted as follows:
    1. In the case of prepayment – from the date of receipt of payment by Natu Care;
    2. In the case of payment on delivery – from the date of Order confirmation by Natu Care.
  4. Standard delivery time is 3–4 business days from dispatch within Europe. Express shipping: 2–3 business days.
  5. During periods of increased demand (e.g., holiday seasons), the delivery time may be extended. Natu Care will inform the Buyer about any delays.
  6. The Buyer should inspect the shipment upon delivery and report any damage to the courier immediately by writing a damage report.
  7. If the shipment shows signs of damage or has been opened, the Buyer should not accept it and should report this to Natu Care promptly.
  8. If the Buyer fails to collect the parcel (e.g., after failed delivery), Natu Care may charge for the return and reshipment costs. The Buyer will be informed before such costs are charged.

§6 Promotions and Programs

  1. Natu Care may occasionally offer promotions, discounts, giveaways, loyalty programs, and special offers for selected Products.
  2. Rules of specific promotions may be regulated in separate terms published in the Store, via the Newsletter, or on social media.
  3. Promotions cannot be combined unless the promotion rules state otherwise.
  4. Discount codes do not apply to bundles and subscriptions unless explicitly stated. They apply only to Natu Care-branded products.
  5. To use a discount code, the Buyer must enter it at checkout. Codes cannot be applied after the Order is placed.
  6. Loyalty program:
    1. Available to registered Users;
    2. Users earn loyalty points for each purchase, as specified in the Store;
    3. Points are valid for 2 years and can be used for future purchases;
    4. Points are visible in the User's Account panel.
  7. Referral program:
    1. The User may invite new customers via a referral link;
    2. Upon successful referral and purchase, the referrer receives points in the loyalty program;
    3. Natu Care may verify and refuse points in case of abuse or fraud.
  8. All promotional offers are intended for personal use only. Bulk purchases or resale may be limited or refused by Natu Care.

§7 Right of Withdrawal from the Sales Agreement

  1. The Consumer has the right to withdraw from a Sales Agreement concluded remotely within 100 calendar days, without giving any reason, and without incurring costs other than those specified by law.
  2. The withdrawal period begins from:
    1. the moment the Consumer or a third party indicated by them (other than the carrier) takes possession of the Product;
    2. in the case of multiple Products – from taking possession of the last item;
    3. for a subscription – from receipt of the first shipment.
  3. To exercise the right of withdrawal, the Consumer must notify Natu Care of their decision in writing (email or letter). The withdrawal template is provided in the Regulations.
  4. To meet the deadline, it is sufficient to send the withdrawal notice before the period expires.
  5. The right of withdrawal does not apply to Products:
    1. that deteriorate rapidly or have a short shelf-life;
    2. delivered in sealed packaging, which has been opened and cannot be returned for health or hygiene reasons;
    3. that were personalized or made to the Consumer’s specification.
  6. Effects of withdrawal:
    1. The contract is considered void;
    2. Natu Care refunds all payments received, including delivery (except additional costs if the Consumer chose a non-standard delivery option), within 14 days of receiving the return or proof of return;
    3. Refunds are made using the same payment method unless the Consumer agrees otherwise;
    4. The Consumer must return the Product no later than 14 days from withdrawal (unless Natu Care offers to collect it);
    5. The Consumer bears the direct cost of returning the Product;
    6. Any Freebies received must be returned; otherwise Natu Care may charge their equivalent retail price.
  7. The Consumer is only liable for diminished value of the returned item resulting from use beyond necessary inspection. Opened sealed Products are treated as fully used.

§8 Warranty and Non-Conformity with the Contract

  1. For sales contracts concluded with Consumers, Natu Care is liable for the conformity of the Product with the contract as specified in the Consumer Rights Act.
  2. The Product is compliant if it matches the description, quantity, quality, and functionality expected by the Consumer and presented by Natu Care.
  3. In case of non-conformity, the Consumer may demand:
    1. repair or replacement – free of charge and within a reasonable time;
    2. if repair or replacement is impossible or disproportionate – a price reduction or contract withdrawal.
  4. Natu Care may refuse a complaint if repair/replacement is impossible or would involve excessive cost.
  5. The Consumer cannot withdraw if the non-conformity is insignificant.
  6. If the non-conformity arises within 2 years, it is presumed to have existed at the time of delivery.
  7. Natu Care’s liability does not apply if the Consumer was clearly informed of the defect before purchase and accepted it.
  8. In the case of Entrepreneurs, the statutory warranty (rekojmia) is fully excluded.

§9 Complaint Procedure

  1. Complaints may be submitted by email to: kontakt@natu.care or by post to: Natu Care Sp. z o.o., ul. Okopowa 58/72, 01-042 Warsaw.
  2. To facilitate complaint handling, include:
    1. contact details and Order number,
    2. description of the defect or issue,
    3. clear photos if relevant,
    4. preferred resolution (repair, replacement, refund).
  3. Natu Care will respond to the complaint within 14 calendar days. If additional info is needed, the countdown is paused until data is provided.
  4. If the complaint is accepted, Natu Care will fulfill the requested resolution or offer alternatives if not possible.
  5. Returns under complaint may be sent back at Natu Care’s cost after prior agreement with the customer.

§10 Electronic Services

  1. Through the Website, Natu Care provides free Electronic Services:
    1. the Account – enabling order history tracking, loyalty points management, and data management;
    2. the Newsletter – delivering updates, promotions, and health-related content by email.
  2. To use the Account:
    1. The User completes the Registration Form with name, email, and password;
    2. Accepts the Regulations and Privacy Policy;
    3. Receives an email confirming registration;
    4. Account creation is confirmed upon first login.
  3. To use the Newsletter:
    1. The User enters their email address in the Newsletter form and accepts the Regulations and Privacy Policy;
    2. Receives a confirmation email to verify subscription.
  4. The User can cancel services at any time by:
    1. Clicking “Unsubscribe” in the newsletter footer;
    2. Requesting account deletion via email at kontakt@natu.care.
  5. Natu Care may terminate provision of Electronic Services if:
    1. The User violates the Regulations or applicable law;
    2. The service is discontinued for business or technical reasons;
    3. In such case, the User will be notified 14 days in advance by email.
  6. To use the Website, the User must have:
    1. Internet access;
    2. Updated web browser with JavaScript and cookies enabled;
    3. Active email account.
  7. The User is obliged to:
    1. Use the Website and services lawfully and in accordance with these Regulations;
    2. Provide truthful data in forms and keep them up to date;
    3. Not provide unlawful content or violate third-party rights.
  8. Complaints regarding Electronic Services may be submitted via email or post. Natu Care will respond within 14 calendar days.

§11 Submitting Reviews

  1. Product and service reviews published in the Store are collected by the independent platform Zaufane.pl (Trusted.pl).
  2. Users who placed an order may receive an email from Zaufane.pl asking for an honest review.
  3. Natu Care does not moderate or influence the content of published reviews. Zaufane.pl is solely responsible for managing and verifying them.
  4. If you believe a review is unlawful or violates rights, please contact Zaufane.pl directly via their website.

§12 Personal Data

  1. Natu Care Sp. z o.o. is the Controller of personal data processed via the Store and Website.
  2. Personal data is processed for purposes such as:
    1. Sales contract performance,
    2. Newsletter delivery,
    3. Account operation,
    4. Complaint handling and customer service,
    5. Marketing and statistics (if consent is given).
  3. Legal basis for data processing:
    1. Art. 6(1)(b) GDPR – performance of a contract;
    2. Art. 6(1)(c) GDPR – legal obligations;
    3. Art. 6(1)(a) GDPR – consent (e.g., for newsletter);
    4. Art. 6(1)(f) GDPR – legitimate interests of the controller (e.g., analytics, fraud prevention).
  4. Recipients of data may include: couriers, payment operators, hosting providers, email platforms, CRM tools, accounting firms, legal advisors.
  5. The User has the right to:
    1. Access, rectify, or delete their data;
    2. Limit processing or object to it;
    3. Withdraw consent at any time (without affecting prior processing);
    4. File a complaint to the supervisory authority (in Poland: President of the Personal Data Protection Office).
  6. More information is available in the Privacy Policy at https://natu.care/privacy-policy

§13 Out-of-Court Dispute Resolution

  1. Consumers may use out-of-court methods of handling complaints and pursuing claims. In particular, they may:
    1. apply to the permanent consumer arbitration court for dispute resolution;
    2. use mediation through regional trade inspection bodies (WIIH);
    3. obtain free legal aid from municipal or district consumer ombudsmen;
    4. file a complaint via the EU online platform at: http://ec.europa.eu/consumers/odr.
  2. Details and contact information for out-of-court dispute resolution institutions are available at: https://uokik.gov.pl

§14 Intellectual Property

  1. All content published on the Website and Store (text, photos, graphics, videos, sound, layout, software) is the property of Natu Care or its partners and is protected by copyright or trademark law.
  2. The User may use the Website for personal, non-commercial purposes only.
  3. Any use, reproduction, distribution, or public presentation of Website content for commercial purposes requires written consent from Natu Care.
  4. Unauthorized use of Natu Care's trademarks, logos, domain names, or visuals is prohibited.
  5. If a User shares content with Natu Care (e.g., photos, videos, testimonials), they grant Natu Care a free, worldwide, perpetual, sublicensable license to use, reproduce, modify, and distribute such content in all fields of exploitation, including marketing and commercial use.
  6. The User assures that content shared with Natu Care does not violate third-party rights and that they have consent from any depicted persons.

§15 Final Provisions

  1. These Regulations are governed by Polish law. Disputes with Consumers will be resolved by the competent common courts under general jurisdiction.
  2. Disputes with Entrepreneurs will be resolved by the court having jurisdiction over Natu Care’s registered office.
  3. Natu Care reserves the right to amend the Regulations at any time due to changes in the law, scope of services, or technological updates. Users will be notified 14 days in advance.
  4. For Users using Electronic Services (Account, Newsletter), Natu Care will inform about changes by email. The User may object and terminate the agreement within 14 days.
  5. Orders placed before the changes take effect will be processed under the previous Regulations.
  6. The current version of the Regulations is always available on the Website.
  7. These Regulations are effective from December 9, 2024.

 

 

 

ANNEX – SAMPLE WITHDRAWAL FORM



Date: ......................

Consumer:

………………………
(First and last name)

………………………
(Address)

………………………
(Email address)

Seller:

Natu Care sp. z o.o.
Okopowa 58/72, 01-042 Warsaw
VAT ID: 5273010336

 

 

STATEMENT OF WITHDRAWAL FROM A DISTANCE SALES CONTRACT

I hereby declare, in accordance with Article 27 of the Act of 30 May 2014 on Consumer Rights (Journal of Laws 2014, item 827), that I withdraw from sales contract no. ..................................... concluded on …………………. I withdraw from the contract in full / in part with regard to the following products:

1. ..................................... .....................................;

2. ..................................... ....................................;.

 

………………………
Signature