• These Terms and Conditions set out the rules for concluding and performing sales contracts between Furnilo Sp. z o.o. (hereinafter: the “Seller”) and consumers (hereinafter: the “Customer”) from Poland and other EU countries, in particular Germany.
• These Terms apply exclusively to the sale of furniture made to the individual order of the Customer (hereinafter: “Custom Products”).
• These Terms do not apply to sales to business customers (B2B), which are governed by separate, individually agreed terms.
• In the event of any discrepancies between language versions, the Polish version shall prevail. The Seller provides customer service (before and after the sale, including claims and complaints) in Polish, German, or English, depending on the Customer’s preference.

• The presentation of products on the Seller’s website does not constitute an offer within the meaning of Article 66 of the Polish Civil Code, but rather an invitation to make an offer within the meaning of Article 71 of the Civil Code. The contract is concluded only upon acceptance of the offer by the Customer through payment.
• The Customer submits a quotation request via the online form available on the Seller’s website or by contacting the Seller via e-mail.
• The Seller then provides an offer by e-mail, which includes:
  
  • the specification of the Product
  • the total price (including all applicable taxes and delivery costs),
  • the estimated delivery time,
  • a payment link (Stripe).
• Together with the offer, the Seller also provides the following documents by e-mail:
  
  • the Terms and Conditions of sale,
  • warranty terms (if applicable to the Product),
  • product usage and care instructions.
• These documents are delivered on a durable medium (in PDF format) and form an integral part of the contract. The Customer confirms that they have read and understood these documents prior to making the payment.
• The contract is concluded at the moment the Customer completes the payment using the provided payment link.
• Any specifications of the Product communicated to the Customer in the offer e-mail constitute an integral part of the contract.

• Product prices are quoted in PLN or EUR, depending on the Customer’s location.
• The Customer makes a one-time payment using the Stripe payment system.
• All prices provided by the Seller are gross prices and include the applicable value-added tax (VAT).
• Placing an order constitutes an offer to enter into a contract. The contract is concluded upon its acceptance by the Seller.

• Personalized products are made in accordance with the specifications individually agreed upon with the Customer.
• The order processing time presented on the website is for informational purposes only. The binding delivery date is specified in each individual offer sent by the Seller via email.
• Delivery is carried out by an external shipping company to the address indicated by the Customer, within the territory of Poland, Germany, Austria, excluding any islands belonging to the aforementioned countries.
• Products delivered to Poland and Germany are subject to free delivery. In the case of other countries, additional charges may apply.
• For deliveries to Poland, Germany, and Austria, products are delivered to the "final room" and include assembly service and packaging removal.
• Prior to the planned delivery, the shipping company will contact the Customer by phone or email to arrange a specific delivery date and an approximate time window.
• Self-collection of goods from the warehouse is not possible.
• In the case of delivery of larger furniture items (e.g. tables) to the location designated by the Customer ("final room"), the Customer is obliged to ensure adequate and unobstructed access (e.g. door and staircase width, absence of obstacles).
• The Customer is required to inform the Seller in advance of any unusual delivery conditions, such as: type of building (apartment block, single-family house, etc.), lack of elevator, narrow passages, required floor delivery (which floor), time or location restrictions, parking availability.
• If the Customer chooses to proceed with delivery under difficult conditions (e.g. very narrow stairs), the Seller shall not be held liable for any damage caused during the delivery process, provided that the service was performed with due care.
• The Customer is responsible for properly preparing the delivery route and assembly location of the Product, in particular by removing or securing small, fragile, or valuable items (such as decorative elements, glass, ceramics, small electronics, memorabilia, collectibles, potted plants, etc.) that may be damaged during service performance, provided their removal or securing is possible without interfering with the interior’s construction.
• The Seller and any third parties performing delivery and/or assembly will exercise due care while performing the service; however, they shall not be liable for accidental damage to the aforementioned items if the Customer has failed to remove them despite being advised to do so by the Seller before the service. This does not exclude the Seller’s liability for damage caused by willful misconduct or gross negligence.
• For safety reasons, persons performing the delivery or assembly (in particular, transport company employees or installers) are not allowed to remove protective footwear at the place of delivery. The Customer is obliged to provide appropriate conditions allowing safe service execution while wearing protective shoes.
• If the delivery cannot be completed for reasons attributable to the Customer, including but not limited to: inaccessibility of the location, absence of a recipient, or lack of conditions for delivering the Product, the Customer shall bear the cost of each subsequent delivery attempt and any applicable standstill or storage fees charged by the carrier.
• In the event of force majeure, including but not limited to: natural disasters, fire, flood, pandemics, acts of war, transport blockades, or other circumstances beyond the Seller’s control, the Seller reserves the right to extend the delivery and fulfillment time accordingly. The Customer will be promptly notified of such circumstances.
• The Customer is obliged to immediately inspect the Product’s packaging upon receipt. In the event of damage, a damage report must be prepared in the presence of the delivery personnel. Failure to provide such a report may result in the rejection of claims related to transport damage.
• The Customer is obliged to immediately inform the Seller of any change of delivery address. Changes submitted less than 7 days before the planned delivery date may not be taken into account. Once the Product has been handed over to the transport company, a change of delivery address is no longer possible.

• Pursuant to Article 38(3) of the Polish Consumer Rights Act of 30 May 2014, the Customer is not entitled to withdraw from the contract if the ordered Product has been made according to their individual specifications (e.g. selection of size, material, color, or construction).
• The Customer will be explicitly and clearly informed about the exclusion of the right of withdrawal before concluding the contract, and will be required to confirm this by selecting the appropriate checkbox prior to making the payment.

• The Customer may submit a complaint under the statutory warranty (in accordance with Articles 556–576 of the Polish Civil Code) or under a commercial guarantee (if granted).
• Complaints should be submitted via e-mail to: info@furnilo-design.com.
• The complaint must include the following information:
  
  • the order number as shown on the invoice or receipt,
  • an indication of whether the complaint is made under the statutory warranty or guarantee,
  • a description of the defect,
  • at least one photo documenting the issue,
  • contact details (full name, e-mail address, and phone number).
• We will review the complaint without undue delay, within 14 days of receiving a complete submission.
• Due to the natural characteristics of materials used in our Products (e.g. solid wood, veneer), certain changes may occur over time, such as small cracks, color or texture variations, discoloration, or changes resulting from exposure to light, temperature, or humidity. Such changes do not constitute a defect within the meaning of the statutory warranty provisions.
• Proper use and care of the Product are described in a separate document titled “Product Use and Care Instructions” (hereinafter: the "Instructions"). The Instructions are provided to the Customer on a durable medium (PDF) via e-mail along with the offer.
• If a commercial guarantee is provided, its terms are set out in a separate guarantee document.
• The guarantee does not exclude, limit, or suspend the Customer’s rights under the statutory warranty.
• The above provisions do not limit the Customer’s statutory consumer rights and are fully compliant with applicable consumer protection laws.

• Customers’ personal data is processed in accordance with the General Data Protection Regulation (GDPR) and the Privacy Policy available on the Seller’s website.
• The data controller is Furnilo Sp. z o.o.
• The Customer has the right to access, rectify, delete, or restrict the processing of their personal data, as well as the right to lodge a complaint with the relevant supervisory authority.

• Any matters not regulated by these Terms and Conditions shall be governed by Polish law.
• For Customers residing outside Poland, the application of Polish law shall not deprive them of the protection afforded by mandatory consumer protection laws of the country of their habitual residence, pursuant to Article 6 of the Rome I Regulation.
• The Seller expresses its willingness to resolve disputes amicably, in particular through mediation or negotiation. Customers wishing to pursue this option are asked to send their request by e-mail to: info@furnilo-design.com.
• To resolve disputes arising from online contracts out of court, the Customer may also use the ODR platform available at: https://ec.europa.eu/consumers/odr.
• In the event that an amicable resolution cannot be reached, disputes shall be settled by a court having jurisdiction under the provisions of Polish law.
• The Seller provides customer service in Polish, German, and English throughout the contract formation process, order fulfillment, and complaint handling.

• These Terms and Conditions are available in Polish, German, and English.
• In the event of any discrepancies between language versions, the Polish version shall prevail.
• The Seller reserves the right to amend these Terms and Conditions for valid legal or organizational reasons. Any such changes shall apply only to contracts concluded after the effective date of the amended Terms. Contracts concluded prior to that date shall be governed by the version of the Terms in force at the time of conclusion.
• Customers will be informed of any changes through the publication of the updated Terms and Conditions on the Seller’s website prior to their effective date.

The Seller informs the Customer that:

• The main characteristic of the service is the production of furniture in accordance with the specifications individually agreed with the Customer.
• The total price includes all applicable taxes and additional costs and is specified in the offer sent via e-mail.
• Payment is made in advance, in a single installment, using the Stripe payment system.
• The Product will be delivered within the timeframe indicated in the individual offer, but no later than 120 days from the conclusion of the contract.
• The Customer does not have the right to withdraw from the contract, as the Product is made to individual specifications, in accordance with Article 38(3) of the Polish Consumer Rights Act.
• Complaints can be submitted in accordance with the procedure described in §6 of these Terms and Conditions.
• The contract is concluded for an indefinite period and remains in effect until the Product is manufactured and delivered.
• The languages available for communication are Polish, German, or English, depending on the Customer’s choice.
• The Seller does not adhere to a code of good practice within the meaning of Article 2(5) of the Act on Counteracting Unfair Market Practices.