Online store terms and conditions
CHAPTER 1. DEFINITIONS
Capitalized terms in the Prouvé Online Store Terms and Conditions have the following meanings:
1) Business days – days of the week from Monday to Friday, excluding public holidays and days designated by Prouvé as non-working days;
2) Deliverer – a courier company whose name and address are provided on the website at: www.prouve.com;
3) Client – a natural person, legal person, or organizational unit without legal personality, purchasing Products from Prouvé;
4) Consumer – a natural person performing a legal act not directly related to their business or professional activity (Art. 221 of the Civil Code);
5) Client Account (Account) – an account in the Prouvé Online Service made available by Prouvé, which may be created by the person placing an order by providing a login and password;
6) Cart – an element of the Prouvé Online Store enabling the preliminary selection of Products and indicating, among other things, the delivery method, delivery address, and payment method;
7) Warehouse – the place where Products are stored and where the ordered Products are assembled and packed;
8) Products – products offered by Prouvé via the Prouvé Online Store;
9) Prouvé – Prouvé spółka z ograniczoną odpowiedzialnością sp. k. with its registered office at: ul. Wyścigowa 56 H, 53-012 Wrocław, entered in the register of entrepreneurs kept by the District Court for Wrocław-Fabryczna in Wrocław, 6th Commercial Division of the National Court Register under KRS number: 0000665414, NIP: 8992810863, REGON: 366657707;
10) Terms and Conditions – the Terms and Conditions of the Prouvé Online Store;
11) Prouvé Online Service (Online Service) – an online service owned by Prouvé, which includes the Prouvé Online Store and the Account;
12) Prouvé Online Store (Online Store / Store) – the part of the Prouvé Online Service available on the website at: www.prouve.com, enabling the person placing an order and Prouvé to conclude a sales contract for Products under the terms set out in the Terms and Conditions;
13) Order – a declaration of intent by the person placing the order, directly aimed at concluding a sales contract for Products, specifying, among other things, the type and quantity of Products.
CHAPTER 2. CONDITIONS OF USE OF THE PROUVÉ ONLINE STORE
1. By using the Online Store, the Client confirms that they are of legal age or have the consent of a legal guardian to use the Store.
2. The Client undertakes to use the Store in accordance with applicable laws and the provisions of the Terms and Conditions.
CHAPTER 3. PRODUCT PRICES. RULES FOR PLACING AND FULFILLING ORDERS
1. Prouvé posts information about Products on the Store’s website.
2. Prices in the Store are:
1) gross prices (including VAT) and are given in Polish zloty,
2) displayed next to the offered Product,
3) exclusive of delivery costs.
3. The binding price is the price of the Product shown on the Store’s page next to the Product at the moment the Order is placed.
4. Information on the total value of the Order (i.e., including the prices of the Products covered by the Order, taking into account delivery costs) is provided in the Cart in the Online Store after selecting the delivery method for the ordered Products and the payment method, and is also sent in the email referred to in clause 15 below.
5. A limited number of Products is allocated for promotional sales, clearance sales, and other forms of special sales. Orders are fulfilled in the order in which they are received, until stocks are exhausted.
6. Anyone with legal capacity may place Orders—either by logging into an Account or without logging in—via the Online Store in the prouve.com domain.
7. In the Prouvé Online Store, the person placing the order may choose whether they want their data necessary to fulfill the order to be saved—in which case they log in using a login and password—or to place an order without logging in.
8. Orders can be placed 24 hours a day in the Prouvé Online Store.
9. Orders are accepted for processing and confirmed by Prouvé in the order in which they are received.
10. Orders placed on a Saturday or on a public holiday or a day designated by Prouvé as a non-working day are accepted for processing by Prouvé, in the order in which they are received, no earlier than on the next Business Day.
11. To place an Order, select a Product in the Online Store by adding it to the Cart.
12. After adding a Product to the Cart, provide in the Cart the data necessary for Prouvé to send the ordered Products, such as:
1) first and last name / company,
2) delivery method by selecting the Deliverer,
3) recipient’s name,
4) delivery address,
5) phone number,
6) email address,
7) payment method from among those indicated in the provisions of the Terms and Conditions,
subject to the stipulation that if the option with logging in is chosen, the above data are provided during the first login or when there is a need to change them.
13. Until the Order is sent by selecting the option in the Store "Order and pay", you can make changes in the Cart to any data, including changing the selected Products (by removing a selected Product and adding another), as well as the quantities of selected Products.
14. By sending the Order by selecting the option in the Store "Order and pay" a sales contract is concluded with Prouvé for the ordered Products, subject to clause 16 below.
15. After placing the Order by selecting the option in the Store "Pay, Prouvé sends information to the email address indicated by the ordering party confirming acceptance of the Order for processing. The above information will also be posted on the Account (in the order history) if the order was placed using the login option.
16. Prouvé reserves the right to confirm the Order by phone, including the information contained in the Order, as well as the right to verify the Order and cancel it if it deems there are reasonable grounds to suspect that, due to reasons attributable to the ordering party, it cannot be fulfilled (e.g., the Order was filled out incorrectly). In such a case, Prouvé refuses to conclude a sales contract for Products, promptly notifying the email address provided.
CHAPTER 4. PAYMENT METHODS
Payment for Products ordered for delivery within the territory of Poland can be made cashlessly:
1) by payment card – in this case, fulfillment of the Order will begin after Prouvé receives confirmation of correct payment execution;
2) online payment – in this case, fulfillment of the Order will begin after Prouvé receives confirmation of correct payment execution.
CHAPTER 5. ORDER FULFILLMENT TIME
1. Prouvé fulfills the Order within up to 3 Business Days from the day Prouvé receives information about correct payment execution.
2. The ordered Products, depending on the selected delivery method, are delivered within the territory of Poland within 2 Business Days from the date the shipment is sent by Prouvé – via the Courier.
3. The Order processing time consists of the Order fulfillment time and the period needed by the Deliverer to deliver the ordered Products to the indicated address.
CHAPTER 6. SHIPPING PRODUCTS
1. After the shipment is sent, the Client receives an email confirming the shipment and—depending on the selected Deliverer—a tracking number. In case of delivery issues, please contact our customer service team at: info@prouve.com.
2. The ordered Products are shipped to the address indicated in the Order. To ensure correct delivery of the ordered Products, it is necessary to provide a complete and correct postal address and a correct phone number.
3. Prouvé is not responsible for failure to deliver the ordered Products or for delays in delivering the ordered Products or fulfilling the Order resulting from an incorrectly provided or inaccurate delivery address and the absence of or incorrectly provided contact phone number.
4. The cost of delivering the ordered Products by Prouvé from the Warehouse to the indicated delivery address depends on the delivery method—the Deliverer—selected in the Cart, as well as the value of the ordered Products.
5. Delivery costs are provided in the Store before placing the order.
6. If the shipment with the ordered Products is not collected, the delivery costs and the cost of returning the shipment to Prouvé’s address are borne entirely by the ordering party. These costs will be determined in accordance with Chapter 3 above.
CHAPTER 7. COMPLAINTS
1. A complaint regarding a Product purchased from Prouvé may be submitted in the event of:
1) a Product defect,
2) receipt of a Product other than the one ordered,
3) non-receipt of the ordered Product.
4) Prouvé is released from liability if the ordering party knew of the defect at the time the sales contract was concluded.
2. Complaints may be submitted:
1) by email, via electronic mail, to the address: reklamacje@prouve.com,
2) in writing – in this case, the complaint should be sent to: Prouvé sp. z o.o. sp. k., Complaints, ul. Wyścigowa 56H, 53-012 Wrocław.
3. A complaint should be submitted:
1) without delay, but no later than within 14 days from the date of delivery of the Product – if the complaint is submitted by an ordering party who is not a Consumer,
2) within one year from discovering the Product defect, but no later than within two years from the delivery of that Product to the buyer – if the complaint is submitted by an ordering party who is a Consumer.
4. To streamline the complaint handling process:
1) the complaint should include:
a) the ordering party’s first and last name/company,
b) the ordering party’s residential/registered office address,
c) correspondence address, if different from the address indicated in item b) above,
d) email address/phone number,
e) order date and its number,
f) receipt/VAT invoice number,
g) date of receipt of the defective Products,
h) date of defect detection,
i) indication of the Products complained about with a description of the defects,
j) bank account number to which the equivalent of the price paid for the defective Products and other costs is to be refunded,
k) preferred method of remedy,
l) handwritten signature (for complaints submitted in writing);
2) photos of the defective Product should be attached to the complaint (excluding complaints due to non-delivery of the Product);
3) if the Product is delivered with visible, obvious damage incurred during transport, please report such a defect to the deliverer as soon as possible and contact Prouvé (email: reklamacje@prouve.com), which will help Prouvé pursue claims against the Deliverer; a delay in reporting such a complaint or making contact has no consequences for the ordering party’s statutory claims and their satisfaction.
5. The complainant may use the complaint form attached as Appendix No. 1 to the Terms and Conditions.
6. In justified cases, Prouvé may ask for the defective Product to be returned. In such a case, in addition to the addressee (Prouvé sp. z o.o. sp. k., Complaints, ul. Wyścigowa 56H, 53-012 Wrocław), the sender and their address must be indicated on the parcel, and the Product must be secured against further damage.
7. If the complaint is submitted by an ordering party who is not a Consumer, a copy of the damage report signed by the recipient of the shipment and the courier must be attached to the complaint. The damage report may be drawn up on the form provided by the courier. If the courier does not have a report form, a report should be written in their presence, and the report should indicate:
1) the Client’s company,
2) registered office address,
3) correspondence address if different from the one indicated in item 2) above,
4) date of receipt of the shipment,
5) date of drawing up the damage report,
6) type of damage ((a) damaged external packaging – no damage to the Product, (b) Product damage – indicate which, (c) missing Products – indicate which, (d) Product different from the one ordered – indicate which),
7) first and last name of the recipient of the shipment,
8) order number,
9) code (number) or name of the ordered Product,
10) shipment number.
8. Complaints are processed within the following time limits:
1) 14 days – for complaints submitted by Consumers,
2) 30 days – for complaints submitted by ordering parties who are not Consumers, provided that if the complaint does not contain all the required data indicated in clause 8.5 above, or the conditions indicated in clauses 8.7 or 8.8 above have not been met, the complaint will not be processed.
9. If an incomplete complaint is submitted (preventing its consideration or the satisfaction of the ordering party’s request related to the complaint), Prouvé will call on the ordering party to remedy the deficiencies of the complaint. The time for Prouvé to process the complaint will then be extended by the period from sending the complainant the request to supplement the deficiencies to receiving the supplemented complaint.
10. If the complaint proves to be justified, Prouvé:
1) will promptly repair the defective Product free of charge or replace it with a new one; if Prouvé does not promptly repair or replace the Product free of charge, the complainant is then entitled to request a price reduction or to withdraw from the sales contract;
2) will refund to the ordering party the costs incurred by them in connection with submitting the complaint, in particular the equivalent of the costs incurred for sending the defective Products to Prouvé.
CHAPTER 8. OUT-OF-COURT DISPUTE RESOLUTION
1) After completing the complaint procedure, the Consumer may use out-of-court dispute resolution methods, which should be understood as amicable proceedings used in disputes between consumers and businesses. The cases are conducted without the participation of a common court, and in independent and impartial experts, e.g., mediators, help to reach an agreement.
2) There are many institutions that help resolve consumer disputes. They may operate only after meeting certain requirements and being entered in a special register maintained by the President of UOKiK (the register is available on the website of the Office of Competition and Consumer Protection at: www.uokik.gov.pl).
3) The entity authorized to conduct proceedings in matters of out-of-court resolution of consumer disputes for Prouvé is the Regional Inspector of Trade Inspection in Wrocław (http://wiih.ibip.wroc.pl/).
CHAPTER 9. WITHDRAWAL FROM THE CONTRACT
1. A Consumer has the right to withdraw from a distance sales contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which the Consumer acquired possession of the Products or on which a third party other than the carrier and indicated by the Consumer acquired possession of the Products. To exercise the right of withdrawal, the Consumer must inform Prouvé of their decision by an unequivocal statement via email to: info@prouve.com or by post to: Prouvé spółka z ograniczoną odpowiedzialnością sp. k., ul. Wyścigowa 56 H, 53-012 Wrocław. You may use the model statement prepared by Prouvé, which constitutes Appendix No. 2 to these Terms and Conditions, but this is not obligatory. To meet the 14-day deadline, it is sufficient to send information about withdrawal before it expires.
2. The right to withdraw from the sales contract is excluded for Products delivered in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons, if the packaging was opened after delivery.
3. In the event of withdrawal from the contract by the Consumer, Prouvé will refund all payments, including the costs of delivering the Products (except for additional costs resulting from the Consumer’s choice of a delivery method other than the cheapest standard delivery method offered by Prouvé) without delay, no later than within 14 days from the day of receipt of the withdrawal statement. Prouvé will make the refund using the same payment methods that were used by the Consumer in the original transaction, unless the Consumer has expressly agreed to a different solution; in any case, the Consumer will not incur any fees in connection with this refund.
4. Prouvé may withhold the refund of payments received from the Consumer until it receives the shipment with the Products covered by the withdrawal or the Consumer provides proof of having sent them back (whichever occurs first). The refund will be made using the same payment methods as in the original transaction, unless the Consumer expressly indicates their consent to a different solution.
5. Products covered by the withdrawal statement should be sent back or handed over to Prouvé without delay, no later than within 14 days from the day on which Prouvé was informed of the withdrawal from the distance sales contract. The deadline is met if the Consumer sends back the Products before the 14 days have expired. The Consumer bears the direct costs of returning the Products.
6. The Consumer is liable for any diminished value of the goods resulting from handling them in a way other than what is necessary to establish the nature, characteristics, and functioning of the goods.
7. The return of Products should be made to: Prouvé spółka z ograniczoną odpowiedzialnością sp. k., ul. Wyścigowa 56H, 53-012 Wrocław.
CHAPTER 10. FINAL PROVISIONS
1. The person placing an Order is obliged to read the Terms and Conditions before placing it. Placing an Order is equivalent to accepting the terms of these Terms and Conditions.
2. In matters not regulated in the Terms and Conditions, the provisions of generally applicable Polish law apply, including the provisions of the Civil Code Act of 23 April 1964 (Journal of Laws of 1964 No. 16, item 93, as amended), and the Consumer Rights Act of 30 May 2014 (consolidated text: Journal of Laws of 2020, item 287).
3. All headings are used in the Terms and Conditions for organizational purposes and will not affect the interpretation of its provisions.
4. The Terms and Conditions are effective from 1 July 2025.
