TABLE OF CONTENTS:
GENERAL PROVISIONS
ELECTRONIC SERVICES IN THE ONLINE STORE
CONDITIONS FOR CONCLUDING A SALES AGREEMENT
METHODS AND TERMS OF PAYMENT FOR THE PRODUCT
COST, METHODS, AND TIMEFRAME OF DELIVERY AND COLLECTION OF THE PRODUCT
COMPLAINT HANDLING PROCEDURE
OUT-OF-COURT COMPLAINT HANDLING AND REDRESS PROCEDURES AND RULES FOR ACCESSING THEM
RIGHT OF WITHDRAWAL FROM THE AGREEMENT
PROVISIONS CONCERNING ENTREPRENEURS
PRODUCT REVIEWS
ILLEGAL CONTENT AND OTHER CONTENT IN VIOLATION OF THE TERMS AND CONDITIONS
FINAL PROVISIONS
SAMPLE WITHDRAWAL FORM
Introduction
The online store available at www.murrami.com makes every effort to respect consumer rights. A consumer cannot be deprived of the rights granted to them under the Consumer Rights Act. Any contractual provisions that are less favorable to the consumer than the provisions of this Act are considered null and void—in their place, the relevant statutory provisions shall apply. These Terms and Conditions are not intended to limit or exclude any consumer rights arising from applicable laws. In the event of any ambiguities or discrepancies, the content of the Terms and Conditions shall be interpreted in favor of the consumer. If any provision proves to be contrary to the law, the generally applicable legal provisions shall apply.
2. ELECTRONIC SERVICES IN THE ONLINE STORE
2.1. The following Electronic Services are available via the Online Store: Account, Contact Form, Order Form, and Newsletter.
2.1.1. Account – creating an Account requires the User to complete three steps: (1) fill out the Registration Form, (2) click the “register” button, and (3) confirm the registration by clicking the activation link automatically sent to the provided email address. Creating an Account requires providing an email address and a password. An Account can also be created while placing an order by selecting the “register” option before proceeding to the Order Form – in this case, the Account is created automatically upon completion of the Order.
2.1.1.1. The Account service is provided free of charge for an indefinite period. The User may delete their Account at any time, without providing a reason, by sending a request to the Service Provider – for example, via email to kontakt@murrami.com or by post to ul. Daszyńskiego 17, 46-060 Prószków.
2.1.2. Contact Form – using the Contact Form begins by navigating to the appropriate section in the Online Store, filling out the form, and clicking the “send” button. To use the form, it is necessary to provide an email address and the message content.
2.1.2.1. The Contact Form service is free of charge and one-time in nature – it ends upon sending the message by the User.
2.1.3. Order Form – the process of using the Order Form begins when the first Product is added to the cart. Placing an Order requires two steps: (1) completing the Order Form and (2) clicking the “Confirm purchase” button. Until this point, the Customer may edit the entered data by following the instructions and prompts visible on the Online Store’s page. The Order Form requires providing details such as: first and last name, address (street, house/apartment number, postal code, city), email address, phone number, and order details: selected Product(s), quantity, delivery method and location, and payment method. Business customers must also provide their company name and VAT number.
2.1.3.1. The Order Form Electronic Service is free of charge and one-time in nature – it ends upon placing the Order or earlier cancellation of the process by the User.
2.1.4. Newsletter – subscribing to the Newsletter is possible through:
(1) checking the appropriate box during Account registration – the subscription is effective upon account creation;
(2) selecting the appropriate checkbox in the Account settings – the subscription is effective after clicking the “save” button;
(3) checking the appropriate box during the Order process – the subscription is effective upon finalizing the Order.
2.1.4.1. The Newsletter service is provided free of charge and for an indefinite period. The User has the right to unsubscribe at any time, without providing a reason, by:
(1) sending a request via email to kontakt@murrami.com or by post to ul. Daszyńskiego 17, 46-060 Prószków,
(2) unchecking the relevant box in the Account settings and saving changes – the subscription ends upon clicking the “save” button.
2.2. Technical requirements necessary for the proper use of the electronic services provided by the Service Provider:
(1) a multimedia device (e.g. computer, laptop, tablet, or smartphone) with Internet access,
(2) an active email account,
(3) the latest version of one of the following web browsers: Mozilla Firefox, Google Chrome, Safari, Opera, Microsoft Edge (or Internet Explorer),
(4) recommended minimum screen resolution: 1024 x 768 pixels,
(5) enabled support for cookies and JavaScript in the web browser.
2.3. The User is obligated to use the Online Store in accordance with applicable law and principles of social coexistence, with respect for the personal rights, copyrights, and property rights of the Service Provider and third parties. The Client is obligated to provide truthful data and must not submit unlawful content, including Illegal Content.
2.4. Detailed rules regarding complaint procedures for Electronic Services are set out in Section 6 of these Terms and Conditions.
3. CONDITIONS FOR CONCLUDING A SALES AGREEMENT
3.1. A Sales Agreement between the Client and the Seller is concluded after the Client places an Order via the Order Form, in accordance with the provisions specified in point 2.1.3 of these Terms and Conditions.
3.2. The prices of Products displayed on the Online Store’s website are given in Polish zloty (PLN) and include all applicable taxes. The Client is provided with complete information on the total price of the Product, any delivery costs (such as transport, shipping, or postal fees), and any other additional charges—or, if such costs cannot be determined in advance, the obligation to bear them—both on the Store’s website and during the Order process, before confirming the intention to conclude the Sales Agreement. In the case of contracts concluded for an indefinite period or involving a subscription, the Seller provides information on the total fees for the billing period, and for fixed-rate contracts—on the amount of monthly obligations.
3.3. The process of concluding a Sales Agreement using the Order Form:
3.3.1. The agreement is concluded once the Client correctly places an Order in accordance with the procedure described in point 2.1.3 of the Terms and Conditions.
3.3.2. After the Order is placed, the Seller immediately confirms its receipt and simultaneously accepts it for processing. This confirmation is sent electronically to the email address provided by the Client when placing the Order and includes at least: confirmation of receipt of the Order, its acceptance for processing, and information on the conclusion of the Sales Agreement. The Sales Agreement is deemed effectively concluded at the moment the Client receives this message.
3.4. The content of the concluded Sales Agreement is recorded, secured, and made available to the Client in the following ways:
(1) by placing these Terms and Conditions on the Online Store’s website,
(2) by sending the Client the email message referred to in point 3.3.2.
Additionally, data related to the Agreement is archived in the Online Store's IT system.
4. METHODS AND TERMS OF PAYMENT FOR THE PRODUCT
4.1. The Seller enables the Client to make payment for the ordered Product using the following methods:
4.1.1. Cash on delivery (COD).
4.1.2. Cash payment upon personal collection.
4.1.3. Traditional bank transfer to the Seller’s bank account.
4.1.4. Electronic payment or payment by credit/debit card (Visa, Visa Electron, MasterCard, MasterCard Electronic, Maestro) via the Przelewy24 service – current available payment methods are listed on the Online Store’s "Payment Methods" information page and at www.przelewy24.pl.
4.1.4.1. Transactions involving electronic payments and card payments are processed in accordance with the Client’s selection via the Przelewy24 online payment system, operated by:
4.1.4.1.1. PayPro SA – headquartered at ul. Pastelowa 8, 60-198 Poznań, entered into the Register of Entrepreneurs of the National Court Register under number 0000347935, kept by the District Court Poznań – Nowe Miasto i Wilda in Poznań, 8th Commercial Division of the National Court Register, with a fully paid-up share capital of PLN 5,476,300.00. Tax ID (NIP): 7792369887, National Business Registry Number (REGON): 301345068. The company is listed in the register of national payment institutions maintained by the Polish Financial Supervision Authority under entity number IP24/2014.
Phone: (61) 847-52-64, fax: (61) 847-08-38, email: serwis@przelewy24.pl, website: www.przelewy24.pl.
4.2. Payment terms:
4.2.1. In the case of payment by bank transfer, electronic payment, or card payment, the Client is required to make the payment within 7 calendar days from the date of concluding the Sales Agreement.
4.2.2. In the case of payment in cash – upon delivery or personal collection – payment is made at the time of delivery or collection of the Product.
5. COST, METHODS, AND TIMEFRAME OF DELIVERY AND COLLECTION OF THE PRODUCT
5.1. Product deliveries are carried out exclusively within the territory of the Republic of Poland.
5.2. The cost of delivery is borne by the Client unless otherwise stated in the Sales Agreement. Information on delivery costs (including, among others, transport, shipping, or postal fees) is always presented on the Online Store’s website – both in the delivery information section and during the Order process, including directly before the Client confirms the Order.
5.3. Personal collection of the Product by the Client is free of charge.
5.4. The delivery and collection methods of the Product offered by the Seller include:
5.4.1. Standard courier delivery and cash-on-delivery courier shipment.
5.4.2. Pallet delivery (for larger or bulk orders).
5.4.3. Personal collection available at the following address: ul. Daszyńskiego 17, 46-060 Prószków, on business days from 08:00 to 16:00.
5.5. The maximum delivery time of the Product to the Client is 7 business days, unless a shorter period is specified in the Product description or during the Order process. If the Client places an Order containing Products with different delivery times, the longest delivery time applies, but it must not exceed 7 business days. The delivery time starts as follows:
5.5.1. If paying by bank transfer, electronic payment, or card – from the moment the payment is credited to the Seller’s account.
5.5.2. If selecting cash on delivery – from the date of concluding the Sales Agreement.
5.6. In the case of personal collection, the Product will be ready for pickup within 2 business days, unless a shorter period is specified in the Product description or during the Order process. For Orders containing more than one Product, the longest pickup readiness time applies, but it must not exceed 2 business days. The Client will be informed by the Seller when the Order is ready for pickup.
5.6.1. For payments by bank transfer, electronic payment, or card – the period is counted from the moment the payment is credited to the Seller’s account.
5.6.2. For cash payment upon pickup – the period is counted from the date of concluding the Sales Agreement.
6. COMPLAINT HANDLING PROCEDURE
6.1. This section of the Terms and Conditions sets out a uniform procedure for handling complaints submitted to the Seller – regarding both Products and Sales Agreements, as well as Electronic Services and any other concerns related to the operation of the Online Store or the Seller.
6.2. The legal basis and scope of the Seller’s liability are defined by applicable law, in particular the Civil Code, the Consumer Rights Act, and the Act of 18 July 2002 on Providing Services by Electronic Means (Journal of Laws No. 144, item 1204, as amended).
6.2.1. In the case of complaints regarding Products (movable goods) purchased before 1 January 2023, the provisions of the Civil Code in force until the end of 2022 apply, particularly Articles 556–576, which govern the Seller’s liability under statutory warranty for physical and legal defects. The Seller is obliged to deliver a Product free of defects. For Clients who are not consumers, the Seller’s liability under statutory warranty is excluded under Article 558 § 1 of the Civil Code.
6.2.2. For complaints regarding Products – movable goods (including goods with digital elements, excluding digital content carriers) – purchased from 1 January 2023, the applicable provisions of the Consumer Rights Act in force from that date apply, particularly Articles 43a–43g. These regulations define the Seller’s liability in the event of non-conformity of the Product with the Sales Agreement.
6.2.3. In the case of complaints regarding digital content or digital services, or movable goods used solely as carriers of digital content, purchased from 1 January 2023 (or earlier, if delivery occurred after that date), the provisions of Articles 43h–43q of the Consumer Rights Act apply. These define the scope and basis of the Seller’s liability to the consumer in the event of non-conformity of the Product with the agreement.
6.3. Complaints can be submitted in particular:
6.3.1. in writing to the address: ul. Daszyńskiego 17, 46-060 Prószków;
6.3.2. electronically by sending an email to: kontakt@murrami.com.
6.4. If the Product needs to be returned or sent back as part of a complaint, it should be sent to the following address: ul. Daszyńskiego 17, 46-060 Prószków.
6.5. To ensure efficient complaint processing, it is recommended that the complaint includes:
(1) a description of the issue and the circumstances under which it occurred, especially the type and date of noticing the non-conformity,
(2) the Client’s expectations regarding the resolution of the matter (e.g., repair, replacement, price reduction, or withdrawal from the agreement),
(3) contact details for providing a response.
Providing this information is a recommendation and not a condition for effective submission of a complaint.
6.6. In the event of a change in contact details during the complaint process, the Client is obliged to inform the Seller immediately.
6.7. The Client may attach supporting evidence to the complaint, such as photos, documents, or the Product itself. The Seller may also request additional information or materials to help process the complaint more efficiently.
6.8. The Seller undertakes to respond to the complaint as soon as possible, but no later than within 14 calendar days of receiving it.
6.9. Regardless of the statutory rights of the consumer, the Product may be covered by a warranty – an additional contractual responsibility provided under terms specified by the guarantor (e.g., the manufacturer or distributor). Information regarding warranty conditions, the guarantor’s details, and the scope of warranty rights is available in the warranty documents (e.g., warranty card) or in the Product description. The Seller reminds that, regardless of the warranty, the Client retains statutory legal remedies in the event of non-conformity of the Product with the agreement – at the Seller’s cost and responsibility.
6.10. The provisions in sections 6.2.2 and 6.2.3 regarding consumers also apply to natural persons entering into an agreement directly related to their business activity, if the agreement does not have a professional nature for them – in particular based on the nature of the business activity published in CEIDG.
7. OUT-OF-COURT COMPLAINT HANDLING AND REDRESS PROCEDURES AND RULES FOR ACCESSING THEM
7.1. A Client who is a consumer has the option of using alternative dispute resolution (ADR) methods with the trader. These methods include, among others:
(1) mediation – an attempt to reach an agreement with the help of an impartial third party,
(2) conciliation – where a solution to the dispute is proposed,
(3) arbitration – where the dispute is resolved by an arbitration court and the decision is binding.
Detailed information about available ADR methods and procedures can be found on the official website of the Office of Competition and Consumer Protection (UOKiK): https://polubowne.uokik.gov.pl, which also includes a search tool for institutions handling such cases.
7.2. The Office of Competition and Consumer Protection also operates a contact point that provides consumers with support and information regarding the possibilities of out-of-court dispute resolution. Consumers may contact the contact point:
(1) by phone at: 22 55 60 332 or 22 55 60 333,
(2) by email: kontakt.adr@uokik.gov.pl,
(3) by mail or in person: Plac Powstańców Warszawy 1, 00-030 Warsaw.
7.3. Examples of out-of-court redress options available to consumers include:
(1) submitting an application to a permanent consumer arbitration court,
(2) reporting the matter to the regional inspectorate of the Trade Inspection,
(3) seeking assistance from a district or municipal consumer ombudsman or from consumer organizations, such as the Consumer Federation or the Polish Consumers Association.
Free consumer advice is available, among others, via email at porady@dlakonsumentow.pl and through the consumer helpline 801 440 220 (available on business days from 8:00 AM to 6:00 PM; call charges according to the operator’s rate).
7.4. Consumers may also use the ODR platform – an online dispute resolution system operating at the European Union level, available at: http://ec.europa.eu/consumers/odr.
The ODR platform is a one-stop solution for consumers and traders who wish to resolve a dispute arising from an online sales or service contract out of court and without leaving home. More information is also available on the UOKiK website: https://polubowne.uokik.gov.pl/platforma-odr,161,pl.html.
8. RIGHT OF WITHDRAWAL FROM THE AGREEMENT
8.1. A consumer who has concluded a distance contract has the right to withdraw from it within 14 calendar days without providing any reason and without incurring costs, except for the costs specified in section 8.8 of these Terms and Conditions. To meet the deadline, it is sufficient to send a withdrawal statement before the period expires. The withdrawal statement may be submitted in particular:
8.1.1. in writing to the address: ul. Daszyńskiego 17, 46-060 Prószków;
8.1.2. electronically via email to: kontakt@murrami.com.
8.2. The returned Product (movable item, including one with digital elements) must be sent to: ul. Daszyńskiego 17, 46-060 Prószków.
8.3. A sample withdrawal form is included in Annex No. 2 to the Consumer Rights Act and is additionally provided in section 13 of these Terms and Conditions. Use of the form is not mandatory.
8.4. The withdrawal period begins:
8.4.1. for sales contracts where the Seller delivers the Product and transfers ownership – from the moment the consumer or a third party indicated by the consumer (other than the carrier) takes possession of the Product, or if:
(1) the order includes multiple Products delivered separately, in parts, or in batches – from taking possession of the last Product, part, or batch;
(2) the contract concerns regular delivery of Products over a defined period – from taking possession of the first Product;
8.4.2. for other types of contracts – from the date of conclusion of the agreement.
8.5. In the event of a valid withdrawal from a distance contract, the contract is deemed not concluded.
8.6. In the case of returning a movable Product (including one with digital elements):
8.6.1. The Seller is obliged to refund all payments made by the consumer, including delivery costs (except additional costs resulting from the consumer’s choice of a delivery method other than the cheapest standard method offered by the Store), without delay – no later than 14 calendar days from the date of receipt of the withdrawal notice. The refund will be made using the same payment method used by the consumer, unless the consumer has agreed to a different method that does not incur additional costs.
If the Seller has not offered to collect the returned Product, they may withhold the refund until they have received the Product or proof of its return – whichever occurs first.
8.6.2. For Products that are movable goods (including with digital elements), the consumer must return the Product without undue delay, no later than 14 calendar days from the date of withdrawal, unless the Seller has offered to collect it. The deadline is met if the shipment is sent before the deadline.
8.6.3. The consumer is liable for any reduction in the value of the returned Product if it results from use beyond what is necessary to determine the nature, characteristics, and functioning of the Product.
8.7. Digital content and digital services:
8.7.1. Upon withdrawal from a contract for the supply of digital content or services, the Seller may not use any content (other than personal data) provided or created by the consumer during use, except when:
(1) the content is necessary solely for the functioning of the Product,
(2) it relates only to the consumer’s activity within the digital content/service,
(3) it has been combined with other data and separation would require disproportionate effort,
(4) it was created jointly with other users who still have access to it.
In all other cases, at the consumer's request, the Seller shall make the content available to the consumer free of charge, in a commonly used machine-readable format. The Seller may block access to the digital content/service (e.g. by deactivating the account), which does not affect the consumer’s right to retrieve their data.
8.7.2. A consumer who withdraws from a contract for digital content or services is obliged to cease using them and not to make them available to third parties.
8.8. Costs incurred by the consumer in connection with withdrawal:
8.8.1. If the consumer selected a delivery method that is more expensive than the standard, least-cost option offered by the Store, the Seller is not obliged to refund the difference.
8.8.2. The consumer bears the direct cost of returning the Product (movable item, including with digital elements) to the Seller.
8.8.3. If the service began – at the express request of the consumer – before the withdrawal deadline, and the consumer then exercised the right of withdrawal, the consumer is required to pay for the services provided up to the point of withdrawal. The amount is calculated proportionally to the scope of the service performed relative to the total contract price. If the price was excessive, the market value will be used.
8.9. The right of withdrawal from a distance contract does not apply to contracts:
8.9.1.
(1) for services for which the consumer is liable to pay, if the service was fully performed with the consumer’s express and prior consent, and the consumer was informed that they would lose the right of withdrawal upon completion of the service and acknowledged this;
(2) where the price or remuneration depends on financial market fluctuations beyond the Seller’s control, which may occur before the withdrawal period expires;
(3) for Products (movable items, including with digital elements) made to the consumer’s specification or clearly personalized;
(4) for Products that deteriorate quickly or have a short shelf life;
(5) for Products delivered in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons – if the seal was broken after delivery;
(6) for Products that, after delivery, are inseparably mixed with other items due to their nature;
(7) for alcoholic beverages where the price was agreed at the time of contract conclusion, delivery is to occur after 30 days, and the value depends on factors outside the Seller’s control;
(8) where the consumer explicitly requested a visit from the Seller for urgent repair or maintenance – the right of withdrawal does not apply to services provided or spare parts delivered during that visit;
(9) for audio or video recordings or computer software delivered in sealed packaging, if opened after delivery;
(10) for the supply of newspapers, periodicals, or magazines, except for subscription contracts;
(11) concluded via a public auction;
(12) for the provision of accommodation (other than for residential purposes), transport of goods, vehicle rental, catering, leisure, entertainment, sports or cultural events – if the contract specifies a specific date or period of performance;
(13) for the supply of digital content not provided on a tangible medium, for which the consumer must pay, if the provision began with the consumer’s express and prior consent, after being informed of the loss of the right of withdrawal, and upon receiving confirmation referred to in Art. 15(1) and (2) or Art. 21(1) of the Consumer Rights Act;
(14) for services for which the consumer is obliged to pay, if they requested the provision of the service before the withdrawal period expired and the service was fully performed with their express and prior consent.
8.10. The provisions in this section 8 concerning consumers also apply – from 1 January 2021 – to natural persons entering into contracts directly related to their business activity, if it is evident from the contract that it is not of a professional nature for them, particularly based on the business activity listed in the Central Registration and Information on Business (CEIDG).
9. PROVISIONS CONCERNING ENTREPRENEURS
9.1. The provisions of this section apply exclusively to Clients and Service Recipients who are not consumers, as well as – from January 1, 2021 – to natural persons concluding an agreement related to their business activity, provided that the content of the agreement indicates it does not have a professional character for them, which can be assessed based, among other things, on the entry in the Central Registration and Information on Business (CEIDG).
9.2. The Seller reserves the right to withdraw from the concluded Sales Agreement within 14 calendar days from the date of its conclusion, without stating a reason. In such a case, the Client is not entitled to pursue any claims related to this withdrawal.
9.3. The Seller may limit the available payment methods – including requiring partial or full prepayment – regardless of the selected payment method and stage of order fulfillment.
9.4. The Service Provider has the right to immediately terminate the agreement for the provision of Electronic Services, without providing justification – by sending a relevant statement to the Service Recipient’s contact address.
9.5. The liability of the Seller or Service Provider toward the Client/Service Recipient – regardless of the legal basis – is limited to:
– the amount of the paid price for the Product, including delivery costs,
– but not more than PLN 1,000.
This limitation also applies in situations where the agreement was not concluded. The Seller is only liable for typical, foreseeable damages that occurred at the time of contract conclusion and is not liable for lost profits or delays caused by courier companies.
9.6. Any disputes arising from the concluded agreement will be settled by the court having jurisdiction over the registered office of the Seller, i.e., Al-Chem Sp. z o.o., ul. Daszyńskiego 17, 46-060 Prószków.
9.7. The Seller excludes liability under the statutory warranty and for the lack of conformity of the Product with the Sales Agreement towards Clients covered by this section of the Terms and Conditions.
9.8. The deadline for the Seller to respond to a complaint submitted by a Client who is not a consumer is 30 calendar days from the date of its receipt.
10. PRODUCT REVIEWS
10.1. The Seller allows Clients to publish and view reviews of Products and the operation of the Online Store, in accordance with the rules outlined in this section of the Terms and Conditions.
10.2. A Client may submit a review using a dedicated form available:
– directly on the Online Store’s website (including via external review widgets),
– or through a personalized link sent to the Client’s email address after a purchase.
The form may also allow for submitting a graphic rating or a photo of the Product, if such an option is provided.
10.3. Product reviews may only be published by individuals who have actually purchased the specific Product in the Seller’s Online Store. Posting reviews based on fictitious or fraudulent transactions is prohibited. Reviews of the Store may only be submitted by individuals who have made a purchase via www.murrami.com.
10.4. Reviews must not be used for unlawful purposes – in particular, content that infringes personal rights, copyrights, fair competition principles, or other third-party rights is not allowed. Clients submitting reviews are required to act in accordance with applicable laws, these Terms and Conditions, and the principles of social coexistence.
10.5. Reviews may be displayed:
– directly on the Online Store’s website – e.g., next to a specific Product,
– or via an external review collection platform with which the Seller cooperates, including through dedicated widgets embedded on the Store’s site.
10.6. The Seller makes every effort to ensure that published reviews originate only from Clients who have actually purchased the Product. To this end, the following verification measures are applied:
10.6.1. Verification of each review submitted directly on the Store’s website. This includes checking whether the person submitting the review has made a purchase in the Online Store and, in the case of a Product review, whether they purchased the specific Product. Verification is carried out without undue delay.
10.6.2. Providing review forms only to individuals who have made a purchase – via a personalized link sent to the email address provided during the order (including through an external review service).
10.6.3. In the event of any doubts or reported concerns, the Seller reserves the right to contact the review author to verify whether they are an actual Client and whether they purchased the reviewed Product.
10.7. Concerns about reviews (e.g., appeals regarding verification decisions, comments on authenticity) may be submitted in accordance with the complaint procedure described in section 6 of the Terms and Conditions.
10.8. The Seller does not publish or commission the publication of false reviews or endorsements, nor does it artificially influence their content. Reviews published in the Store include both positive and negative feedback. The Store does not provide sponsored reviews and does not manipulate the content of reviews to promote its Products.
11. ILLEGAL CONTENT AND OTHER CONTENT IN BREACH OF THE TERMS AND CONDITIONS
11.1. This section contains provisions arising from the Digital Services Act that apply to the Online Store and the Service Provider’s operations. In principle, the Service Recipient is not required to submit content while using the Store, unless this results from a specific process – such as placing an Order. If opinions or comments can be submitted, the Service Recipient uses functions provided by the Service Provider and is obliged to comply with these Terms and Conditions. 11.2. CONTACT POINT – The Seller designates the email address: kontakt@murrami.com as a single contact point.
This contact point is intended for:
– communication with authorities of EU Member States, the European Commission, and the Digital Services Board,
– direct contact with service users (Service Recipients) in connection with the implementation of the Digital Services Act.
The Seller declares Polish and English as the languages of communication for the contact point. 11.3. Reporting Illegal Content – in accordance with Article 16 of the Digital Services Act:
11.3.1. Any individual or entity may report to the Seller the presence of information they consider to be Illegal Content by sending a report to: kontakt@murrami.com.
11.3.2. The report should be duly justified and include as complete information as possible. To effectively identify the reported content, the report should include:
(1) a description of the reasons the content is considered illegal,
(2) the exact URL or URLs of the content, along with any additional information necessary to identify it (depending on the content type),
(3) the reporter’s details – name or company name and email address (except for reports related to criminal offenses referred to in Articles 3–7 of Directive 2011/93/EU),
(4) a declaration that the reporter acts in good faith and that the information provided is true and complete to the best of their knowledge.
11.3.3. The report referred to above is considered sufficient to establish actual knowledge or awareness – as per Article 6 of the Digital Services Act – if it enables the Service Provider, acting with due diligence, to recognize, without complex legal analysis, that the content or activity is illegal.
11.3.4. If the reporter provides their email address, the Service Provider shall immediately confirm receipt of the report by email. The Service Provider shall also inform the reporter of the decision taken regarding the reported content and indicate available appeal options.
11.3.5. All reports received through this procedure are reviewed in a timely, diligent, and impartial manner. The Service Provider exercises due diligence in decisions concerning reported content. If automated tools are used in this process, the Client will be informed accordingly in the message referred to in point 11.3.4. 11.4. Restrictions and rules concerning content submitted by Service Recipients
11.4.1. When using features that allow publishing content (e.g., comments, reviews, or other statements), the Service Recipient must comply with the following rules:
11.4.1.1. Use of the Online Store must comply with its intended purpose, these Terms and Conditions, applicable laws, and good practices – with respect for copyright, personal rights, trademarks, and intellectual property of the Seller and third parties.
11.4.1.2. Submitted content must reflect reality and must not mislead other users.
11.4.1.3. Publishing unlawful content, including especially Illegal Content as defined in these Terms and in EU law, is prohibited.
11.4.1.4. Sending unsolicited commercial or advertising content (spam) via the Online Store is forbidden.
11.4.1.5. Content must not violate generally accepted online communication norms (netiquette), especially by including profanity, offensive, aggressive, or hateful content.
11.4.1.6. If published content includes legally protected elements (e.g., works, photos, personal data, images of third parties), the Service Recipient must have all required consents, licenses, and rights to publish, share, or distribute them in the Online Store – both in relation to the Seller and third parties.
11.4.1.7. The Service Recipient must use the Online Store in a manner that does not threaten the security of the Seller’s IT systems, other users, or third parties. 11.4.2. The Service Provider reserves the right to moderate content posted by Service Recipients in the Online Store. Moderation is carried out in good faith and with due diligence, both on the Service Provider’s own initiative and based on reports – to identify, remove, or restrict access to illegal content or content in breach of the Terms and Conditions, and to fulfill obligations under EU and national laws.
11.4.3. Content moderation may be done manually (by a human) or using automated or semi-automated tools that assist in identifying undesirable content. Upon detecting such content, the Service Provider may take actions such as: removing the content, limiting its visibility, temporarily blocking access, or contacting the Service Recipient for clarification or possible modification. If the Service Provider has the Service Recipient’s contact details, they will be informed clearly and transparently about the decision, its reasoning, and available appeal options.
11.4.4. In fulfilling its obligations under the Digital Services Act, the Service Provider acts with due diligence, in an objective and proportionate manner, taking into account the rights and interests of all parties involved, including freedom of expression, media pluralism, and other fundamental rights and freedoms set out in the Charter of Fundamental Rights of the European Union. 11.5. Procedure for submitting concerns and complaints
Any comments, complaints, appeals, or objections regarding decisions or actions (or inactions) taken by the Service Provider under these Terms – including reports of Illegal Content – may be submitted using the complaint procedure described in section 6 of the Terms and Conditions.
Reports may be submitted directly via email to: kontakt@murrami.com. This procedure is free of charge and does not affect a person’s right to pursue claims in court or to use other legal remedies.4o
12. FINAL PROVISIONS
12.1. All agreements concluded via the Online Store www.murrami.com are concluded in the Polish language.
12.2. Amendment of the Terms and Conditions:
12.2.1. The Seller reserves the right to amend these Terms and Conditions for important reasons, such as:
– changes in legal regulations,
– changes in available payment or delivery methods,
– compliance with legal or regulatory obligations,
– modification of the scope or form of provided Electronic Services,
– introduction of new functionalities or services,
– the need to ensure the security of the system, data, Service Recipients, and operation of the Store in connection with an unforeseen and direct threat (e.g. related to cyberattacks, malware, fraud, or data breaches).
12.2.2. Service Recipients will be informed about any proposed changes to the Terms and Conditions at least 15 days before they come into effect – via a notice in the Store or an email notification.
Changes may be introduced without observing the 15-day notification period if:
(1) the Seller is legally required to implement them immediately, or
(2) the changes are necessary to counteract a direct threat to the security of the Store or its users.
In such cases, changes take effect immediately, and the Service Recipient will be informed accordingly.
12.2.3. In the case of continuous contracts (e.g. maintaining an Account), the Service Recipient has the right to terminate the agreement within 15 days from receiving notification of the changes, without incurring any costs.
If the Service Recipient does not terminate the agreement within this period – and was properly informed of the changes – they are deemed to have accepted the new Terms and Conditions.
The Service Recipient may also voluntarily accept the changes earlier, thus ending the waiting period.
Amendments to the Terms and Conditions do not affect rights acquired by Service Recipients with regard to agreements concluded before the changes come into effect – in particular, they do not affect placed or fulfilled Orders or concluded Sales Agreements.
12.3. Information obligations – waste electrical and electronic equipment
Pursuant to the Act of 11 September 2015 on waste electrical and electronic equipment, the Seller, as a distributor of equipment, informs:
12.3.1. Waste electrical and electronic equipment marked with the selective collection symbol must not be disposed of with other waste. It should be handed over to an authorized collection entity.
12.3.2. The Seller is obliged to accept waste equipment of the same type and with the same function free of charge at points of sale, provided it comes from households.
12.3.3. When delivering new equipment to the Client (household), the Seller is also obliged to collect the waste equipment free of charge at the delivery location – provided the above conditions are met. The Client must request this option in advance by sending an email to: kontakt@murrami.com.
12.3.4. Returned equipment must be complete and properly secured for transport. If its condition (e.g. contamination) poses a threat to health or life, the Seller has the right to refuse collection.
12.3.5. Information about local waste equipment collection points is available in the BDO register at: https://rejestr-bdo.mos.gov.pl.
12.4. In matters not regulated by these Terms and Conditions, the universally applicable provisions of Polish law shall apply, in particular:
– the Civil Code,
– the Act of 18 July 2002 on providing services by electronic means,
– the Act of 30 May 2014 on consumer rights,
– and other applicable national and EU laws.
13. SAMPLE WITHDRAWAL FORM
(Annex No. 2 to the Consumer Rights Act)