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TERMS AND CONDITIONS

TERMS AND CONDITIONS OF THE ILO ONLINE STORE

GENERAL PROVISIONS
  • These Terms and Conditions set out the rules for using the online store and the conditions for concluding sales agreements between the Customer and the Seller, operated at iloconcept.com (hereinafter referred to as the Online Store or the Store).
  • The Online Store is owned by ILO Agnieszka Glapiak, ul. Mórkowska 46, Wilkowice, 64-115 Święciechowa, registered in the Central Register and Information on Economic Activity, NIP: 6972302217, REGON: 520496263, EORI: PL697230221700000.
  • Acceptance of the Terms and Conditions is voluntary but necessary in order to create an Account and/or place an Order.
  • The information presented in the Store constitutes an invitation to conclude a contract within the meaning of Article 71 of the Civil Code, and not an offer within the meaning of the Civil Code.
  • These Terms and Conditions are addressed to Consumers, Consumer-Entrepreneurs and Entrepreneurs and set out the rules for concluding distance sales contracts through the Store.
DEFINITIONS

Terms used in the Terms and Conditions and written with a capital letter shall be understood as follows:

  • Consumer — a natural person concluding an agreement with the Seller whose subject matter is not directly related to their business or professional activity.
  • Consumer-Entrepreneur — a natural person concluding an agreement directly related to their business activity, where the content of that agreement indicates that it does not have a professional character for that person.
  • Entrepreneur — a natural person, legal person or organisational unit without legal personality, conducting business activity in their own name.
  • Seller — ILO Agnieszka Glapiak, ul. Mórkowska 46, Wilkowice, 64-115 Święciechowa, NIP: 6972302217, REGON: 520496263.
  • Customer — any entity making purchases through the Store.
  • Distance contract — a contract concluded with the Customer within an organised system of distance contracting, without the simultaneous physical presence of the parties.
  • Terms and Conditions — these Terms and Conditions of the Online Store.
  • Order — a declaration of intent by the Customer submitted via the Order Form, aimed at concluding a Sales Agreement.
  • Account — the Customer’s account in the Store, in which the data provided by the Customer and information about placed Orders are stored.
  • Registration form — a form available in the Store enabling the creation of an Account.
  • Order form — an interactive form available in the Store enabling the placement of an Order, including adding Products to the Cart and specifying the terms of the Sales Agreement.
  • Cart — a software element of the Store in which the Products selected by the Customer are displayed and where it is possible to modify Order data.
  • Product — a movable item available in the Store that is the subject of a Sales Agreement.
  • Sales Agreement — a product sales agreement concluded between the Customer and the Seller via the Store.
TECHNICAL REQUIREMENTS

In order to use the Store, including browsing the assortment and placing Orders, the following are required:

  • a terminal device with access to the Internet and a current web browser (Safari, Chrome, Microsoft Edge, Firefox) with JavaScript support enabled,
  • an active e-mail account,
  • cookies enabled.
CREATING AN ACCOUNT
  • To create an Account in the Store, the registration form must be completed by providing a first name, surname and e-mail address.
  • Creating an Account in the Store is free of charge.
  • Logging in is carried out by entering the e-mail address and password established during registration.
  • The Customer is obliged to keep their password confidential and not to share it with third parties.
  • The Customer may delete their Account at any time, without giving a reason and without incurring any charges, by sending an appropriate request to the e-mail address: contact@iloconcept.com or in writing to the Seller’s address indicated in § 1 item 2.
ORDERS
  • Orders may be placed after logging into an Account or as a guest, without registration.
  • In order to place an Order, the Customer must:

◦ select a Product and click the Add to cart button,

◦ log in or place the Order without registration,

◦ complete the Order form, providing the recipient’s details and delivery address,

◦ select a delivery method and enter invoice details if they differ from the recipient’s details,

◦ click the Order and pay button,

◦ select a payment method and pay for the Order within the specified timeframe.

  • An Order is considered placed upon the Customer’s receipt of an e-mail confirming its acceptance for processing. At that moment, the Sales Agreement is concluded.
  • The Seller reserves the right to refuse to accept or to cancel an Order in the event of a breach of the provisions of the Terms and Conditions or the unavailability of the Product.
PRICES, PAYMENTS AND DELIVERY
  • All prices listed in the Store are expressed in Polish zloty or euro and are gross prices inclusive of applicable VAT.
  • Available payment methods:

◦ cash on delivery,

◦ bank transfer to the Seller’s account,

◦ electronic payments (PayU, PayPal),

◦ card payment,

◦ deferred payment.

  • Available delivery methods:

◦ InPost parcel lockers,

◦ courier delivery.

  • The delivery cost will be provided to the Customer when placing the Order, at the moment of selecting the delivery method.
  • The Seller makes every effort to ensure that Products are delivered as quickly as possible. The estimated delivery time is provided on the individual Product pages. Delivery times may be extended due to circumstances beyond the Seller’s control, including during periods of increased demand (e.g. the holiday season).
  • The Seller reserves the right to change Product prices and available payment methods.
  • In the event that a Customer fails to collect a parcel or provides incorrect address details, resulting in the parcel being returned to the Store, the Customer is obliged to contact the Seller at contact@iloconcept.com to arrange reshipment. The Customer bears the cost of reshipment.
WITHDRAWAL FROM THE SALES AGREEMENT
  • A Consumer and a Consumer-Entrepreneur may withdraw from the Sales Agreement without giving a reason within 14 days of the date on which the Product was delivered.
  • In the case of an Order comprising multiple Products delivered separately or in batches, the 14-day period runs from the delivery of the last item or batch.
  • A declaration of withdrawal from the Sales Agreement may be submitted:

◦ in writing to the address: ILO Agnieszka Glapiak, ul. Mórkowska 46, Wilkowice, 64-115 Święciechowa,

◦ by electronic means to the address: contact@iloconcept.com,

◦ using the return/complaint form available on the Store’s website.

  • The declaration should include: the Customer’s identification data, the Order number and the bank account number for the refund.
  • Consequences of withdrawal from the Sales Agreement:

◦ The Sales Agreement is considered not concluded.

◦ The Seller shall return to the Customer all payments made, including delivery costs (with the exception of additional costs resulting from the Customer’s choice of a delivery method other than the least expensive standard delivery method offered by the Seller), no later than 14 days from receipt of the declaration of withdrawal.

◦ The refund shall be made using the same payment method used by the Customer, unless the Customer has explicitly agreed to a different solution.

◦ The Seller may withhold the refund until the Product has been received back.

◦ The Customer is obliged to return the Product to the Seller’s address promptly, and no later than 14 days from the date of submitting the declaration of withdrawal.

◦ The Customer bears the direct cost of returning the Product.

◦ The Customer is obliged to return the Product in an undamaged condition, free from traces of use.

  • The right of withdrawal does not apply to:

◦ goods manufactured to the Customer’s individual specifications,

◦ services that have been fully performed with the Customer’s prior express consent,

◦ items that, after delivery, become inseparably combined with other items,

◦ products supplied in sealed packaging that cannot be returned after opening for reasons of health protection or hygiene — this applies in particular to opened essential oils, aura mists and personal care products.

COMPLAINTS
  • The Seller is obliged to deliver to the Customer a Product that is free from defects and in conformity with the Sales Agreement.
  • In the event of non-conformity of the Product with the Sales Agreement, the Consumer and the Consumer-Entrepreneur have the right to submit a complaint on the basis of the provisions of the Consumer Rights Act (Articles 43a et seq., as applicable from 1 January 2023). In the case where the Customer is an Entrepreneur, the Seller’s liability for non-conformity of the goods with the contract is excluded.
  • A complaint may be submitted:

◦ in writing to the Seller’s address indicated in § 1 item 2,

◦ by electronic means to the address: contact@iloconcept.com,

◦ using the return/complaint form available on the Store’s website.

  • A complaint should include: full name, correspondence address, e-mail address, date of purchase, Order number, type of Product being complained about, a detailed description of the defect and the date on which it was identified, and the Customer’s request.
  • Products returned as part of the complaint procedure should be sent to the Seller’s address indicated in § 1 item 2.
  • The Seller processes complaints within 14 days of their receipt. Failure to respond within this period shall be deemed acceptance of the complaint as justified.
  • In the case of Products covered by a manufacturer’s warranty, warranty claims should be pursued directly with the manufacturer. This does not affect the Consumer’s right to submit a complaint on the grounds of non-conformity of the goods with the contract.
OUT-OF-COURT COMPLAINT RESOLUTION
  • The Consumer may make use of out-of-court complaint resolution and claims procedures. Detailed information is available on the website of the Office of Competition and Consumer Protection: uokik.gov.pl.
  • The Consumer may apply to the permanent consumer arbitration court for resolution of a dispute arising from the Agreement concluded with the Seller.
  • The Consumer may apply to the Regional Trade Inspection Inspector to initiate mediation proceedings.
  • The Consumer may obtain free assistance from the district (municipal) consumer ombudsman or from consumer protection organisations (including the Consumer Federation and the Polish Consumer Association).
  • The Consumer may submit a complaint via the EU ODR platform: ec.europa.eu/consumers/odr.
PERSONAL DATA PROTECTION

The Seller processes Customers’ personal data in accordance with applicable law, including the GDPR. Detailed information regarding the processing of personal data and the rights available to the Customer can be found in the Privacy Policy available on the Online Store’s website.

FINAL PROVISIONS
  • The Seller reserves the right to amend the Terms and Conditions for important technical, organisational or legal reasons. Amendments take effect on the date of their publication on the Store’s website. The Customer will be informed of any changes via the Store’s website.
  • Matters not regulated by these Terms and Conditions shall be governed by Polish law, in particular the Civil Code, the Act on the Provision of Electronic Services, the Consumer Rights Act and the Personal Data Protection Act.
  • These Terms and Conditions are effective from 1 August 2025.
Last updated: May 2025