TERMS OF SERVICE 

General Information about the Seller: The SBST online store is operated by SBST spółka z o.o., a limited liability company organized under the laws of Poland (hereinafter the “Seller” or “SBST”). The company’s registered office, registration numbers (KRS, VAT ID), and contact details are provided on the Store’s website. These Terms of Service define the rules for distance sales contracts concluded via the SBST online store and outline the rights and obligations of the Seller and the Customers.

Definitions: For purposes of these Terms, a Customer means any entity purchasing goods through the Store. A Consumer is an individual purchasing goods for personal use, unrelated to their business or professional activity (consumer transaction). An Entrepreneur (business customer) is any Customer who is not a consumer, i.e. who purchases in connection with their trade, business, or profession. Nothing in these Terms is intended to limit Consumers’ statutory rights under applicable law; in the event of any conflict, the mandatory provisions of law (especially those protecting consumer rights) shall prevail.

Prices and Payment: All product prices listed in the Store are gross prices including VAT, where applicable (for orders shipped within the EU). Prices are displayed in the Store’s chosen currency (e.g. PLN or EUR) and are binding at the time the Customer places an order. The final amount payable by the Customer includes the product price plus any applicable shipping costs, which are clearly indicated during the checkout process before the order is confirmed. If the Store offers promotions or discounts, their terms will be described on the site and—unless stated otherwise—promotional prices apply only during the specified period or while stock lasts.

Available payment methods include online payments via credit/debit cards (e.g. Visa, MasterCard) and other payment options supported by Shopify Payments (such as Apple Pay or Google Pay). PayPal is not accepted by the Store at this time. Payment is typically collected at checkout (in advance of shipment). All transactions are processed securely using reputable payment gateways; your payment information is encrypted and not stored on SBST servers. By placing an order, the Customer agrees to pay the total price for the ordered products and delivery. If payment is not received (e.g. a card is declined or a bank transfer doesn’t arrive) within the specified time (usually within 3 business days for manual payments), the Seller reserves the right to cancel the order. The Customer will be notified in such a case and may place a new order once the payment issue is resolved.

Placing Orders and Contract Conclusion: Orders can be placed through the Store’s website by adding desired items to the cart and completing the online order form. The Customer must provide accurate shipping information, choose the delivery method, and select a payment method to finalize the order. Submission of an order constitutes a binding offer by the Customer to purchase the selected product(s) under these Terms. The Seller will acknowledge receipt of the order and confirm acceptance by sending a order confirmation email to the email address provided by the Customer. Upon the Customer’s receipt of the confirmation email, a sales contract is concluded between the Customer and the Seller for the products indicated. The order confirmation includes details of the purchase, payment received (or payment instructions if applicable), and the expected shipping timeframe. The Seller may refuse to accept an order (and thus no contract is formed) if there are legitimate grounds – for example, if the product is out of stock, if the order cannot be fulfilled due to an error (such as a pricing mistake), or if the Customer’s payment is not authorized. In such cases, the Seller will inform the Customer promptly and refund any payment if already made.

Delivery Policy: The Seller offers shipping to Poland, all countries of the European Union, and select international destinations including the United Kingdom, Switzerland, and the United States. Orders are shipped to the address specified by the Customer during checkout. Please ensure that the shipping information is complete and correct; the Seller is not liable for delays or non-delivery resulting from incorrect address details provided by the Customer. Orders are typically processed and dispatched within [e.g. 1-3] business days after payment confirmation. Estimated delivery times are as follows: for domestic shipments (Poland) about 1-3 business days; within the EU about 3-7 business days; outside the EU (e.g. USA, UK) approximately 5-14 business days. These are estimates and actual delivery times may vary, especially during peak seasons or due to unforeseen delays (e.g. customs clearance procedures, international transit delays). The Store will provide a tracking number (when available) via email once the order is shipped, allowing the Customer to monitor the shipment status.

All international orders (shipments to countries outside the EU) are sent under DAP (Delivered At Place) terms. Delivered At Place means that SBST arranges and pays for transportation to the destination country, but import duties, VAT/GST, customs charges, and any brokerage fees are NOT included in the price and are not pre-paid by the Seller. The Customer (as the importer) is solely responsible for any such import fees payable upon or before delivery in the destination country. In other words, the buyer is responsible for paying any local taxes, customs duties, or clearance fees required by their country’s regulations. The amount of these charges, if any, depends on the product value and local laws of the destination. SBST has no control over these charges and will not be responsible for them. The Store clearly communicates this policy to international customers (including notices at checkout and in these Terms) to fulfill its duty to inform consumers of potential additional costs associated with cross-border orders. By placing an order to be delivered outside the EU, the Customer acknowledges that they may need to pay duties/taxes upon delivery, and that failure to do so will likely result in delivery delays or non-delivery.

Customs Clearance and Import Taxes: For orders shipped from the EU to countries outside the EU (e.g. USA, UK, Switzerland), the shipment will be accompanied by the necessary export documentation (commercial invoice, customs forms) as required. The Customer is considered the importer of record and must comply with all local import requirements. Please note that customs authorities in some countries might request additional information or documentation from the Customer, or the parcel carrier might contact the Customer to assist in clearing the shipment. The Customer should respond promptly to any such inquiries. The Customer is responsible for any import VAT/GST or similar consumption taxes imposed by the destination country, as well as any formal customs duties. We strongly advise international customers to familiarize themselves with their country’s import thresholds and fees before ordering. The Store is not liable for any delays caused by customs procedures or for packages held due to unpaid import charges.

Delivery and Risk of Loss: The Seller bears the risk and responsibility for the goods until they are delivered to the Consumer customer (i.e. until the moment the consumer takes physical possession of the goods). This is in accordance with EU consumer protection laws and means that if a product is lost or damaged in transit before it reaches the consumer, the Seller will either resend the item or refund the purchase, at no additional cost to the Consumer. Consumers are therefore protected from transit issues beyond their control. If a shipment is confirmed lost by the carrier, or if it arrives with significant damage, the Consumer should inform the Seller as soon as possible (and may be asked to provide a damage report or photos for claims purposes), and the Seller will promptly arrange a solution (replacement or refund).

For business customers (non-consumer), the risk of loss or damage to goods passes to the buyer once the Seller hands over the goods to the courier/carrier for delivery (in line with commercial sale rules). In such B2B transactions, if the goods are lost or damaged in transit, the buyer (business customer) should file a claim with the carrier. The Seller can assist by providing shipment details or insurance information, but the primary liability after dispatch rests with the buyer when not dealing as a consumer. Additionally, if a Customer (consumer or business) specifically arranges their own shipping or pickup (i.e. uses a carrier not offered by SBST and takes responsibility from our warehouse), then risk passes to the Customer at the time the goods are handed over to that carrier (this is a rare scenario and would be pre-arranged).

Once a package is delivered to the address provided, responsibility for its security shifts to the Customer. If the Customer has given permission for the package to be left without a signature (e.g. “leave at front door” or with a neighbour), then from the moment the carrier leaves the package as instructed, the Customer assumes responsibility for any loss or theft that might occur after delivery. (If the carrier leaves a package without authorization and it goes missing, that remains the carrier’s/Seller’s responsibility.) We encourage Customers to track their shipments and retrieve delivered packages promptly to avoid any issues.

Important: If a shipment is returned to the Seller due to the Customer’s failure to take delivery or pay import charges, the Seller will treat this as a refusal of the order by the Customer. The Store will not issue a refund for orders that are returned, refused, or abandoned because of the Customer’s neglect or explicit refusal – for example, if the Customer refuses to pay the customs duties or fails to collect the package from the carrier or customs facility. In such cases, the Seller may have incurred shipping fees, return fees, and customs handling costs, and the product may be forfeited or destroyed by authorities (especially in the case of unclaimed international packages). Therefore, no refund will be granted for packages not delivered due to customer fault (including failure to pay duties/taxes, providing an incorrect address, or not being available to accept delivery despite carrier attempts). This policy is necessary to cover the costs and losses incurred by the Seller in these scenarios. If a Customer anticipates any issue with receiving a shipment (e.g. travel plans or difficulty paying import fees), they should contact SBST in advance to discuss options. The Seller values customer satisfaction and may, at its discretion, assist in resolving delivery problems, but reserves the right to charge the Customer for any additional fees or refuse a refund when the failure to deliver is due to the Customer’s responsibilities not being met.

Right of Withdrawal (Returns) – 14-Day Return Policy for Consumers: If you are a consumer in the EU/EEA or UK, you have the right to withdraw from the purchase (cancel the contract) within 14 days of receiving the product, for any reason (or no reason at all). This is your statutory “cooling-off” period provided by the EU Consumer Rights Directive. If your order consists of multiple items delivered separately, the 14-day period runs from the day you receive the last item in the order. To exercise this right, you must inform us (SBST) of your decision to withdraw within the 14-day period. You may do so by sending a clear declaration via email or using a model withdrawal form (available on our website), though using the form is not obligatory. It’s sufficient to send the withdrawal notice before the 14-day deadline expires. We will promptly acknowledge receipt of your withdrawal request.

After notifying us, you then have another 14 days to send back the product(s) to us. We will provide you with the return instructions and the return address (which is Dożynkowa 15, 62-510 Konin, Wielkopolska, Poland). Please ensure the items are securely packaged for the return shipment. Condition of returned goods: You should return the product in the same condition as you received it, with original packaging and tags if possible. You may handle the product to the extent necessary to decide if you want to keep it – similar to how you might examine an item in a physical store – but any use beyond that (e.g. wearing the clothing outside, removing tags, or damaging the item) may result in deductions from your refund for loss of value. We ask that you do not remove hygiene seals or labels from items like swimwear or underwear if you intend to return them, due to health and safety regulations.

Who pays for return shipping? In general, the Customer bears the direct cost of returning the goods when exercising the right of withdrawal. We do not provide prepaid return labels for international returns or domestic returns, unless explicitly stated otherwise. We recommend using a trackable shipping service, as the item remains your responsibility until delivered back to us.

Refund process for returns: If you withdraw from the sale and return the product, we will issue a refund of the purchase price you paid for the item, along with the outbound shipping cost you paid (if any) for the delivery of that item to you. However, if you had chosen an express or premium delivery option, we will only refund an amount equal to our standard (least expensive) delivery option. The refund will be processed within 14 days from the date we receive your returned item or from the date you provide evidence of having sent back the item – whichever comes first. We reserve the right to withhold the refund until we have received the goods or proof of their return, as allowed by law. The refund will be issued to the same payment method that you used for the original purchase, unless we explicitly agree on a different method. You will not incur any fees from us for the refund (though currency conversion differences or bank fees are not under our control).

If only part of an order is returned, we will refund the corresponding portion of the product price. The initial shipping fee in such cases is generally not refunded unless the partial return means that the shipping cost would have been lower for the remaining items (in which case a proportionate refund might be considered). We do not refund any customs duties, import taxes, or courier handling fees that you may have paid to receive the goods; you would need to inquire with your local customs or tax authorities about whether those amounts can be reclaimed for returned goods (in many jurisdictions, duties on returned imports are not refundable).

Exclusions to the right of withdrawal: The 14-day cancellation right does not apply to certain types of products and services. Notably, it does not apply to: goods made to the consumer’s specifications or clearly personalized (e.g. a custom-made garment with your name or measurements); goods that are sealed for health or hygiene reasons, if the seal was broken after delivery – for example, certain intimate apparel or cosmetics where opening the package would prevent resale for hygiene concerns; goods that are liable to deteriorate or expire rapidly (e.g. perishable items); sealed audio or video recordings or computer software once unsealed; newspapers, periodicals or magazines (excluding subscriptions); digital content (not supplied on a tangible medium) once the download/streaming has begun with consumer’s consent to lose withdrawal right; and services that have been fully performed with the consumer’s prior express consent before the withdrawal deadline. These exceptions are pursuant to Article 16 of the EU Consumer Rights Directive (2011/83/EU) and equivalent UK regulations. We will inform you in the product description or during checkout if any item you purchase falls under a no-cancellation exception. If a return is sent to us but is found to meet an exclusion (e.g. a used hygienic item with broken seal), we will inform you that we cannot accept that return and arrange to send it back to you (at your cost) or dispose of it.

Complaints and Warranty (Defective Products): We guarantee that the products we sell are free from defects and conform to the advertised specifications at the time of delivery. If you receive a product that is faulty, damaged, or not as described, you have the right to file a complaint (make a warranty claim). For consumers, we are liable under the statutory warranty for conformity / implied warranty (rękojmia) for any lack of conformity or hidden defects that become apparent within 2 years from delivery. This means that consumers can report any defect or non-conformity during that period and request a remedy. The primary remedies are repair or replacement of the product to bring it into conformity. If repair or replacement is impossible, overly costly, or significantly inconvenient, the consumer may request a price reduction or a refund (and return the defective product) in line with applicable law. For business customers (not acting as consumers), we exclude the implied warranty (rękojmia) to the fullest extent permitted by law. This exclusion means that business purchasers accept the product “as is” and do not have statutory warranty rights, unless a separate commercial warranty is provided.

How to file a complaint: Please contact us via email at stepbystepthreads@gmail.com or by mail to Dożynkowa 15, 62-510 Konin, Wielkopolska, Poland to report any issues with your product. Provide your order number, a description of the issue, and ideally supporting evidence (photos of the defect, etc.). It is helpful to include information like when you noticed the problem and what outcome you desire (replacement, repair, refund, etc.). We will acknowledge your complaint and address it promptly, at the latest within 14 days of receiving it. If you are a consumer and we do not respond within 14 days, by law it means we accept your claim and will honor it.

Dispute Resolution and Legal Rights: The laws of Poland govern these Terms and any transactions between the Customer and SBST, but this choice of law does not deprive consumers of protections under the mandatory laws of their country of habitual residence. If you are a consumer in the EU, you will benefit from any provisions of your local law that are more favorable than Polish law. In the event of a dispute, we encourage Customers to contact us to seek an amicable resolution. Consumers also have the option to use the EU’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr to facilitate out-of-court resolution. We are not obliged to participate in any specific alternative dispute resolution (ADR) process unless mandated, but we are open to dialogue. Any disputes that cannot be resolved amicably will be subject to the jurisdiction of the appropriate courts. For business customers, the competent court shall be the court having jurisdiction over the Seller’s registered office, unless otherwise agreed.

Limitation of Liability: To the extent permitted by law, SBST’s liability is limited. We are not liable for any failure or delay in performance caused by circumstances beyond our reasonable control (force majeure), such as natural disasters, strikes, internet outages, cyberattacks, or governmental restrictions. We do not guarantee uninterrupted or error-free operation of the website at all times and will not be responsible for technical issues outside our control. SBST shall not be liable for any indirect, consequential, or punitive damages, or any loss of revenue or data, arising out of or in connection with the use of the Store or purchase of products, except in cases of willful misconduct or gross negligence. This limitation does not apply to Consumers in regard to claims for personal injury or liability that cannot be excluded under law. For business customers, SBST’s total liability for any claim arising from an order is capped at the total amount paid by that customer for the order. Nothing in these Terms shall limit or exclude any liability that cannot be limited or excluded under applicable law.

Privacy and Data Protection: Your privacy is important to us. SBST collects and processes personal data provided by Customers only for purposes of order fulfillment, customer service, and if you opted in, marketing of our products. All personal data is handled in accordance with applicable data protection laws (including the EU GDPR). Please refer to our Privacy Policy for detailed information on how we collect, use, and protect your personal data, as well as your rights (access, correction, deletion, etc.). By shopping with SBST, you acknowledge our Privacy Policy. If you have any privacy-related questions, you can contact us at stepbystepthreads@gmail.com.

These Terms of Service together with the Shipping Policy and Return & Refund Policy below (which form integral parts of these terms) constitute the entire agreement between the Customer and the Seller regarding purchases made through the SBST online store. By placing an order, the Customer confirms that they have read and accept these Terms. If any provision of these Terms is found to be invalid or unenforceable by a competent authority, that provision will be severed and the remaining provisions will remain in full force and effect. Any waiver of rights by the Seller must be in writing to be effective, and failure to enforce a provision is not a waiver of the right to enforce it later.

 

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