A document that protects both the store and the customer
Online store regulations
Terms and conditions are the foundation of the proper operation of any online store—they define purchasing rules, seller obligations, and consumer rights. A clear, complete, and legally compliant document minimizes legal risks, increases customer confidence, and provides real support in the event of complaints, returns, or disputes.
What are the online store regulations?
Online store terms and conditions are one of the key documents an entrepreneur must prepare before starting online sales. They serve as a contract between the seller and the customer , defining mutual rights, obligations, and the terms of the transaction. These terms and conditions specify, among other things, the ordering process, payment methods, delivery policies, complaints procedure, and the terms of withdrawal.
Importantly, the document must be easily accessible on the website (usually in the footer) and accepted by the customer when placing the order. Its content should be clear, understandable, and compliant with applicable regulations.
Basic elements of the regulations
The terms and conditions must clearly indicate who runs the online store. This includes the full name of the business, registered office address, Tax Identification Number (NIP) and, if applicable, National Business Registry Number (REGON) or National Court Register (KRS), as well as contact details, including email address and phone number. This is essential information that allows consumers to determine with whom they are entering into a contract.
Although not mandatory, definitions of terms used significantly facilitate the interpretation of the terms and conditions and eliminate the risk of misunderstandings. This is especially true for stores offering more extensive functionality, such as loyalty programs, digital content, or an extensive customer panel.
Terms and conditions should clearly explain what the store offers: the sale of goods, digital content, additional services, the ability to create an account, and the ability to add reviews. Consumers must know which features they can use and under what terms.
Terms of contract (purchase process)
The description of this stage is essential both for the consumer and for the proper conduct of the transaction.
The terms and conditions should cover all steps of the order: from product selection to payment and delivery.
Please indicate all available payment methods and, in the case of traditional transfers, also the deadline by which payment should be made.
The regulations should include information on delivery methods, shipping costs and the estimated order processing time.
Withdrawal from the contract
This is one of the most important parts of the entire document. Its absence or errors may result in sanctions.
Complaints and non-conformity of goods with the contract
The regulations should detail the complaints procedure, including how to submit a complaint, the required information, and the response time. It should also be noted that the warranty period for the goods' conformity with the contract is two years , in accordance with the Consumer Rights Act.
If the product is covered by a manufacturer's warranty, the regulations should mention this or refer to the warranty terms.
Regulations and consumer rights
The online store's terms and conditions are valid only to the extent they comply with applicable law. Any provision that is less favorable to the consumer is invalid by operation of law . In practice, this means that:
- prohibited clauses (abusive clauses) are not binding on the consumer,
- the store may face legal consequences for using inconsistent provisions,
- The Office of Competition and Consumer Protection maintains a register of abusive clauses, which is worth referring to when preparing a document.
Example: shortening the complaint deadline to 7 days is inconsistent with the Act and has no legal effect, even if it is included in the regulations.
Good practices when creating regulations
Transparent terms and conditions build customer trust and minimize the risk of misunderstandings. Customers who understand the terms of their purchases are more likely to complete the transaction and feel more secure.
Contact
Send inquiry
Our other services
ecommerce.legal – a team of e-commerce lawyers who ensure the compliance of online stores in Poland and abroad.
We offer comprehensive e-commerce law support tailored to the needs of your business.
From legal documentation, through compliance audits, to ongoing legal support in a subscription model.