Terms of service

1. General Provisions

These Terms and Conditions define the rules for using the online store pillovely.com operated by Pillovely.com Sp. z o.o., located at ul. Kościelna 17a, 34-123 Chocznia, Poland, entered in the National Court Register (KRS) under number 0001051675, NIP 5512661457, REGON 526101886, e-mail: hello@pillovely.com, tel.: +48 733 701 733 (“Seller”).

By using the website and placing an order, the Buyer accepts these Terms and Conditions.

All materials, content, trademarks, and graphic elements available in the Store are legally protected.

2. Services Provided

The Store sells retail goods and provides electronic services: Customer Account, Order Form, and Newsletter.

Electronic services are provided free of charge.

The Customer Account agreement and Newsletter subscription are concluded at the moment of registration.

The agreement for the provision of electronic services is concluded for an indefinite period and may be terminated by either party at any time.

3. Registration and Usage Rules

Account registration is voluntary. Orders may also be placed without registration.

The Buyer is required to provide truthful data and refrain from submitting unlawful content.

The Seller may delete an account in case of 24 months of inactivity or a breach of these Terms and Conditions by the Buyer.

The Customer should protect their account login details from third parties.

4. Placing Orders

Orders may be placed 24/7 via the website.

Product information presented in the Store constitutes an invitation to conclude an agreement (Art. 71 of the Polish Civil Code).

Placing an order constitutes the Buyer’s offer to conclude a sales agreement.

The Seller confirms order acceptance by email, which constitutes the moment the contract is concluded.

Prices are given in the local currency.

The Store sells exclusively retail — purchases exceeding 20 units of one product require contacting the Seller.

Free fabric samples are limited to one order per household (same shipping address, phone number, or person), with a maximum of 5 items. The store reserves the right to refuse to fulfill a sample order if there is reasonable suspicion of abuse of this policy, particularly placing multiple orders to the same delivery address, phone number, or personal information using different email addresses. In such cases, the store may cancel the order or refuse to fulfill it, notifying the customer accordingly.

5. Delivery and Order Fulfillment

Order fulfillment begins after the payment has been credited (or after successful verification of data in the case of cash-on-delivery payment).

Delivery times are displayed during the ordering process.

In case of delays due to product unavailability or force majeure, the Buyer will be promptly informed and may withdraw from the contract.

Delivery costs are shown at checkout before the order is placed.

The Buyer should check the package in the presence of the courier. In case of damage, a report should be completed and the issue reported to hello@pillovely.com.

If the Buyer does not collect the parcel, the Seller may charge the Buyer for the cost of reshipping or returning the parcel. The refund will be reduced by the actual costs incurred by the Store.

Personal pickup is available only upon prior arrangement.

6. Payments

Available payment methods:
• bank transfer
• cash on delivery (Poland)
• PayPal
• Przelewy24

All payments are processed in accordance with the operators’ regulations.

7. Withdrawal from the Contract (Returns)

The Consumer has the right to withdraw from the contract without giving any reason within 30 days of delivery of the goods (the statutory 14-day period is extended by the Seller to 30 days). Personalised products made to the Customer’s specification are excluded from the right of withdrawal.

The withdrawal statement must be sent by email or traditional mail. You may use the model withdrawal form in Annex 1 to our Terms and Conditions (refund policy); using it is not mandatory.

The goods must be returned within 14 days of submitting the withdrawal statement.

To receive a full refund, the goods should be returned in an unchanged and complete condition. A decrease in product value may result in a proportional reduction of the refund.

The Seller refunds the payment within 14 days of receiving the withdrawal statement, but may withhold the refund until receiving the returned goods or proof of shipment.

The cost of returning the goods is borne by the Buyer unless the Seller states otherwise. For bulky furniture sent back as a pallet shipment this cost is approx. £25–£350 / €25–€400 depending on the size of the item.

The Seller does not accept parcels sent COD (cash on delivery).

8. Complaints

Product complaints are processed in accordance with applicable consumer law (in particular the Polish Consumer Rights Act of 30 May 2014).

Nothing in these Terms affects your statutory rights: Customers in the United Kingdom are protected by the Consumer Rights Act 2015, and Customers in the European Union by the legal guarantee of conformity of at least 2 years under the law of their country of residence. Details are set out in Section 7 of our Terms and Conditions (refund policy).

You can use our complaint form: complaint form – or simply email hello@pillovely.com with your order number, a description of the problem and photos. The linked PDF form may be in Polish; an English model complaint form is available in Annex 2 to our Terms and Conditions (refund policy).

9. Personal Data Protection

Rules for data processing are set out in the Privacy Policy and Cookie Policy, which form an integral part of these Terms and Conditions.

10. Liability of the Parties

The Seller makes every effort to ensure the Store operates continuously but reserves the right to temporary technical interruptions.

The Seller may intervene in the Customer’s account settings to remove malfunctions or errors.

11. Final Provisions

In matters not regulated herein, Polish law applies. If the Buyer is a Consumer, this choice of law does not deprive them of the protection of the mandatory provisions of the law of their country of habitual residence (Article 6(2) of the Rome I Regulation; for Consumers in the United Kingdom, the corresponding provisions of UK law, including the Consumer Rights Act 2015).

Disputes will be resolved amicably, and if no agreement is reached — by the competent court in accordance with applicable law. Consumers may also bring proceedings in the courts of the country in which they are habitually resident or use any out-of-court procedures available under the law of their country.

The Seller may amend these Terms and Conditions by publishing a new version at least 7 days before the changes take effect.