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Terms and Conditions of the termofol.pl Online Store

§ 1 Seller and scope

  1. These Terms and Conditions apply to all orders placed in our online shops at termofol.pl/en/, termofol.pl/de/, termofol.pl/fr/ and termofol.pl/it/ (the “Shop”).
  2. The seller and your contracting party is:
    TERMO-FOL Sp. z o.o. (limited liability company under Polish law)
    ul. Józefa Marcika 4A/II/5, 30-443 Kraków, Poland
    represented by the Management Board: Katarzyna Czubernat (President), Wiesław Ficek (Vice-President)
    registered in the National Court Register of Poland (KRS) under number 0000544694, District Court for Kraków-Śródmieście, 11th Commercial Division of the KRS; share capital: PLN 100,000.00
    EU VAT number: PL6762485192 · NIP: 6762485192 · REGON: 360819770
    Phone: +48 12 376 86 00 · E-mail: biuro@termofol.pl
  3. The Shop is intended for customers with a delivery address in Germany, Austria, Belgium, France, Italy or the Netherlands. Deliveries to Poland are only possible through our Polish shop at termofol.pl, which has its own terms.
  4. A business customer's own terms apply only if we have expressly agreed to them in writing.

§ 2 Definitions

  1. A consumer is any natural person acting for purposes which are outside their trade, business, craft or profession.
  2. A business customer is any natural or legal person acting for purposes relating to their trade, business, craft or profession.
  3. “Customer” or “you” means both consumers and business customers, unless stated otherwise.

§ 3 Conclusion of the contract

  1. The presentation of products in the Shop is not a binding offer but an invitation to place an order.
  2. Ordering steps: you add the products you want to the basket and go to checkout. There, as a guest or with your customer account, you enter your contact details and billing and delivery addresses, choose the delivery and payment method, accept these Terms and Conditions, confirm that you have read the information on the right of withdrawal and click the “Pay” button. By doing so, you make a binding offer to buy the goods in your basket.
  3. Until you click “Pay”, you can check and correct the details you have entered at any time; products and quantities can be changed in the basket.
  4. If you choose “Card payment”, you are redirected after clicking “Pay” to the payment page of our payment service provider Revolut. The contract of sale is concluded as soon as you have successfully completed the payment there. If the payment is cancelled or not completed, no contract is concluded and the order is cancelled automatically.
  5. If you choose “Bank transfer (prepayment)” (§ 5(3)), the contract of sale is concluded when we send our order confirmation by e-mail.
  6. After the contract is concluded, you receive an order confirmation by e-mail with the details of your order. These Terms and Conditions are available on this page at any time and can be printed or saved. We store your order data; if you have a customer account, you can view your orders under “My account”.
  7. The contract can be concluded in English, German, French or Italian. The language of the Shop version in which you order applies.

§ 4 Prices and VAT

  1. All prices are in euros and include VAT. Delivery costs are added where applicable (§ 6 and the Delivery methods page).
  2. The VAT rate of the country of delivery applies. In the English version of the Shop, prices are initially shown with German VAT. If you choose another country of delivery at checkout, the VAT rate of that country is applied and the final price may therefore change. The total price, including VAT and delivery costs, is shown before you click “Pay”.
  3. Business customers who enter at checkout a valid VAT identification number issued by an EU Member State other than Poland receive, for delivery to an EU Member State other than Poland, a VAT-exempt intra-Community supply (0% VAT) once the number has been confirmed as valid by the European Commission's VIES system. The VAT is then payable by the customer (reverse charge).

§ 5 Payment

  1. You pay by “Card payment” (Visa, Mastercard, Apple Pay or Google Pay) on the payment page of our payment service provider Revolut. The amount is charged when the payment is completed. You enter your card details only on Revolut's payment page; we do not receive them.
  2. Cash on delivery and payment on invoice are not available to consumers.
  3. Business customers whose VAT number has been confirmed at checkout (§ 4(3)) and registered trade customers can also pay by “Bank transfer (prepayment)”. You will find our bank details in the order confirmation; please use your order number as the payment reference. We ship once the payment has been received. If the payment is not received within 7 days of the order, we may cancel the order.
  4. Trade customers with an individual agreement are subject to the payment terms agreed in it.
  5. For more details, see the Payment methods page.

§ 6 Delivery

  1. We ship from our warehouse in Poland to Germany, Austria, Belgium, France, Italy and the Netherlands by parcel carrier (currently DHL). Cash on delivery is not available.
  2. Delivery costs depend on the country of delivery and, for Germany, on the shipping weight of the order. Delivery is free for orders of goods worth €70 or more (including VAT, after any discounts). The delivery costs are listed on the Delivery methods page and shown in the basket and at checkout.
  3. Delivery usually takes 2–5 business days. This period starts when the card payment is completed or, for prepayment, when the payment is received.
  4. For orders with a shipping weight above 31.5 kg, and for deliveries to registered trade customers, checkout shows “Individual quote” instead of a delivery price. We then send you the delivery cost and date by e-mail after the order and only deliver once you have agreed. If you do not agree, you can cancel the order free of charge and any payments already made will be refunded in full.
  5. For consumers, the risk of loss of or damage to the goods passes when you, or a third party indicated by you, acquire physical possession of the goods; for business customers, it passes when the goods are handed over to the carrier.
  6. Please report any visible transport damage to biuro@termofol.pl as soon as possible. This does not affect your statutory rights.

§ 7 Retention of title

  1. The goods remain our property until they have been paid for in full.

§ 8 Consumers' right of withdrawal

Consumers have a right of withdrawal as set out below. Beyond the statutory period of 14 days, we voluntarily grant you a withdrawal period of 30 days. Business customers have no right of withdrawal.

Information on the right of withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 30 days without giving any reason.

The withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered multiple goods in one order and they are delivered separately, the withdrawal period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right of withdrawal, you must inform us (TERMO-FOL Sp. z o.o., ul. Józefa Marcika 4A/II/5, 30-443 Kraków, Poland, telephone: +48 12 376 86 00, e-mail: biuro@termofol.pl) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an e-mail). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at TERMO-FOL Sp. z o.o., Targowisko 587, 32-015 Kłaj, Poland, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exception to the right of withdrawal

The right of withdrawal does not apply to the supply of goods made to the consumer's specifications or clearly personalised (for example, heating film sold by the metre and cut to the length you ordered).

End of the information on the right of withdrawal

Tips for returning goods (these are not conditions for a valid withdrawal)

  • The easiest way to withdraw is to e-mail biuro@termofol.pl with your order number. If you have a customer account, you can also submit the return using the form on the Warranty page.
  • Please pack the goods so that they are not damaged on the way back, in the original packaging if possible.
  • A heating system that has already been laid or installed (for example, a heating mat embedded in tile adhesive) usually cannot be removed without damage. In that case, you are liable for the resulting loss in value under the rules above.

The model withdrawal form is at the end of these Terms and Conditions and is also available in a printable version: withdrawal information and form (PDF).

§ 9 Statutory warranty and complaints

  1. The statutory rules on liability for lack of conformity of the goods apply. Consumers can assert their rights for any lack of conformity that becomes apparent within two years of delivery; more favourable mandatory provisions of the law of the country where you have your habitual residence remain unaffected.
  2. If the goods are not in conformity, you can, under the statutory conditions, have them repaired or replaced and, where applicable, obtain a price reduction or terminate the contract.
  3. Please report defects by e-mail to biuro@termofol.pl or, if you have a customer account, using the form on the Warranty page, stating the order number, a description of the defect and, if possible, photos. We reply within 14 days.
  4. If defective goods have to be sent back to us, please arrange the return with us first. We bear the necessary costs of returning defective goods and of delivering the repaired or replacement goods.

§ 10 Manufacturer's guarantee

  1. For certain products, Termofol also provides a manufacturer's guarantee under the General Warranty Terms available on the Warranty page.
  2. This guarantee is in addition to your statutory rights under § 9 and does not limit them.

§ 11 Dispute resolution

  1. If you have a question or complaint, please contact us first: biuro@termofol.pl, phone +48 12 376 86 00.
  2. Consumers can use out-of-court dispute resolution procedures. The bodies competent for businesses established in Poland are listed by the Polish Office of Competition and Consumer Protection (UOKiK) at polubowne.uokik.gov.pl.
  3. In a dispute with a business from another EU country, the European Consumer Centre in your country can help you free of charge (European Consumer Centres Network, ECC-Net).

§ 12 Personal data

  1. We process your personal data to perform your order and otherwise in accordance with our Privacy Policy.

§ 13 Governing law, jurisdiction, final provisions

  1. The contract is governed by Polish law, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG). For consumers, this choice of law does not deprive them of the protection afforded by the mandatory provisions of the law of the country where they have their habitual residence.
  2. If the customer is a business customer, the courts of Kraków (Poland) have jurisdiction over all disputes arising from the contract. For consumers, the statutory rules on jurisdiction apply.
  3. Each order is governed by the version of these Terms and Conditions in force when the order is placed.
  4. If any provision of these Terms and Conditions is invalid, the remaining provisions remain valid.

Version: October 2026

Annex: Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

  • To TERMO-FOL Sp. z o.o., ul. Józefa Marcika 4A/II/5, 30-443 Kraków, Poland, e-mail: biuro@termofol.pl:
  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • Ordered on (*)/received on (*),
  • Name of consumer(s),
  • Address of consumer(s),
  • Signature of consumer(s) (only if this form is notified on paper),
  • Date

(*) Delete as appropriate.