TERMS & CONDITIONS

1. Seller and contact details

The Major&Maker online store, available at majormaker.pl, is operated by VIVO Spółka z ograniczoną odpowiedzialnością, a Polish limited liability company with its registered office in Warsaw, at Bartycka 26/24, 00‑716 Warsaw, Poland. The company is entered in the register of entrepreneurs of the National Court Register maintained by the District Court for the Capital City of Warsaw in Warsaw under number 0000710449; Polish tax identification number (NIP): 5342571122, REGON: 369057675. Share capital: PLN 200,000.00.

Opening hours: Monday–Friday 9:00–17:00 and Saturday 10:00–15:00; closed on Sundays and Polish public holidays. On Saturdays, the service centre only accepts and releases devices. The showroom and service addresses are different: returns and devices sent for repair must be addressed to Bartycka 26/24.

2. Scope and key definitions

These Terms govern use of the store, placing orders, payments, delivery, sales documents, complaints and withdrawal from a contract. Personal data processing and cookies are described separately in the Privacy Policy.

Customer

An individual, legal entity or other entity entitled to enter into a contract that uses the store or makes a purchase. Anyone acting for a business must have the necessary authority.

Consumer

An individual making a purchase not directly related to their business or professional activity.

Sole trader with consumer rights

An individual entering into a contract directly related to their business where the contract is not professional in nature for that person, as determined in particular by the business activities disclosed in Poland’s CEIDG register. Such customers benefit from protection to the extent provided by applicable law.

Working days

Monday to Friday, excluding statutory public holidays in Poland. Saturday opening does not mean that Saturday is included in the order fulfilment period.

Business purchases also receive the standard 24-month Major&Maker warranty. This does not mean that every business purchase is a consumer purchase. Statutory rights depend on the nature of the transaction.

3. Using the store and electronic services

To use the store, you need an Internet-connected device, an up-to-date browser supporting JavaScript and an active email address for order or request handling. The cart and login functions may require essential cookies. Advertising and analytics cookies are not a condition of purchase.

Browsing products and using the cart, forms and customer account are free of charge. Internet access charges depend on your agreement with your provider. Orders can be placed as a guest or through an account where the relevant option is available at checkout.

An account is created for an indefinite period upon successful registration. Please provide up-to-date details and protect your password. Account closure can be requested at biuro@majormaker.pl. Closing an account does not cancel existing contracts or require deletion of documents that we must retain by law.

Where a newsletter subscription is offered, it is voluntary and requires separate consent. Neither a newsletter subscription nor marketing consent is required to create an account, make a purchase or obtain service support. You can unsubscribe using the unsubscribe link or by contacting our office.

You must not submit unlawful content or malicious software or disrupt the store. Where security is threatened or the rules are seriously breached, access to a function may be restricted to the extent necessary, without prejudice to rights under existing contracts. Complaints about electronic services may be sent to serwis@majormaker.pl. We respond within 14 days of receiving a complaint.

Where reviews are available in the store, they should reflect a genuine experience and must not infringe other people’s rights. When displaying reviews, we provide information about their source and whether and how they are verified. A review that is not labelled as a verified purchase should not be taken as an assurance that its author purchased the product from our store.

4. Products, prices and pre-purchase information

The product page provides the main features, included equipment, dimensions, installation requirements, availability and fulfilment time. Before purchasing, check dimensions and connections against your installation. Please contact the showroom with any questions; compatibility should not be assumed from appearance alone.

Prices are stated in Polish zloty (PLN), inclusive of applicable taxes, unless an individual business quotation expressly states otherwise. Delivery charges and any additional charges are displayed before the order is submitted. The price agreed when the contract is concluded is binding.

When announcing a price reduction, we also show the lowest price during the period required by law, generally the 30 days preceding the reduction. Coupon, promotion and individual offer conditions are stated with the relevant offer. A subsequent website price change does not alter the price of an existing contract.

5. Orders and formation of the contract

1. Online orders can be submitted at any time. Processing and fulfilment take place on working days.
2. Select the product and quantity, add them to the cart, enter your details, choose delivery and payment, and review the order summary. Details and cart contents can be corrected before submission.
3. An order is submitted after accepting these Terms and selecting “Buy and pay” or another button that unambiguously indicates an obligation to pay.
4. The order is an offer to enter into a contract. The contract is concluded when the seller confirms acceptance of the order for fulfilment. An automatic acknowledgement of receipt is not acceptance unless its wording also confirms that the order has been accepted.
5. We provide contract confirmation and the required information on a durable medium, for example in the body of an email or as an attachment. You can also save and print these Terms.

If the order cannot be fulfilled as placed, we contact the customer to explain the situation. We do not substitute another product or change the price or agreed deadline without the required agreement. If no contract is concluded or the contract is validly terminated, any money collected is refunded under the applicable rules.

Individual orders and arrangements may also be made by email or at the showroom. Conditions, price, delivery and payment are then agreed before the contract is concluded. Collecting an order in person does not in itself remove the right of withdrawal where the contract was previously concluded at a distance.

6. Payments and providers

Available payment methods are shown at checkout or in the individual order confirmation. They may include bank transfer, electronic payments, card payment, payment on collection and financing through Comfino, as available for the particular transaction. Not every method is available for every delivery or order.

When selecting financing, the customer reviews the provider’s and financing institution’s conditions and enters into the necessary separate agreements. The seller does not make credit decisions or guarantee financing approval. Selecting instalments does not itself confirm that an order has been paid.

For advance payment, payment is due within 3 days of conclusion of the contract unless a different deadline is specified in the order or for the selected method. If payment is not received, we contact the customer and provide an appropriate additional period; any further steps are taken in accordance with the law. Bank transfer details are provided in the order confirmation.

7. Fulfilment, delivery and collection

Carrier transit time must be added to the preparation period. Delivery method, cost and the estimated delivery date are provided before purchase. Where an order includes products with different lead times, combined or partial dispatch and any associated costs are agreed with the customer.

Personal collection takes place after readiness has been confirmed, at the location stated in the confirmation. The standard order collection point is Bartycka 26/24, 00‑716 Warsaw, Poland. International delivery requires selection of an available store option or prior agreement on conditions and costs.

On receipt, please check the packaging and shipment condition. If there is damage, please send photos and a description to serwis@majormaker.pl as soon as reasonably possible. A carrier’s damage report may help investigate the damage, but its absence does not remove a consumer’s statutory rights against the seller. Risk of accidental loss or damage in consumer deliveries passes in accordance with applicable law, generally when the goods are handed to the consumer.

8. Invoices and KSeF

For a business purchase, provide the buyer’s correct business name, address and tax identification number (NIP) when placing the order. Please report any errors to biuro@majormaker.pl. Documents are issued and corrected in accordance with tax law.

Individual customers receive a sales document in the form appropriate to the transaction. Consumer invoices are not subject to KSeF-only receipt. We issue an invoice for a paid repair; business details and a NIP should be entered in the service form only where a business invoice is required.

9. Non-conformity and complaints

The seller is liable to a consumer for non-conformity existing at delivery and becoming apparent within 2 years of delivery, subject to any longer periods arising from the law or assurances about durability. These rights are independent of the voluntary Major&Maker warranty.

A consumer may request repair or replacement. A price reduction or withdrawal from the contract is available in the circumstances specified by law, particularly where repair or replacement is not successfully completed, is refused by the seller, or the non-conformity is sufficiently serious to justify that remedy. The chosen remedy may be changed only as permitted by law.

Repair or replacement is free of charge, within a reasonable time and without significant inconvenience to the consumer. The seller bears the costs required by law, including transport, labour and materials, and fulfils collection, removal and reinstallation obligations where required. Reimbursement limits under the standard warranty procedure do not limit costs that the seller must bear under statutory liability.

A complaint may be sent to serwis@majormaker.pl, submitted through the service request form or made in another legally permitted form. Please provide contact details, the product, a description of the problem, the remedy requested and information identifying the purchase. A receipt is not the only acceptable proof of purchase, and use of the form is not a condition of exercising statutory rights.

We respond to a consumer complaint within 14 days of receipt. Failure to respond within that time has the consequences provided by the Polish Consumer Rights Act. The deadline for responding to a complaint is distinct from the time needed to complete repair or replacement.

The relevant non-conformity rules also apply to sole traders with consumer rights. For other business customers, statutory warranty for defects under the Civil Code (rękojmia) is excluded to the extent permitted by law; this does not apply to fraudulent concealment of a defect. This exclusion does not shorten the 24-month commercial warranty.

Contracts concluded before 1 January 2023 remain subject to the relevant transitional provisions and liability rules applicable to those contracts. These updated Terms do not shorten previously acquired rights.

10. Warranty and paid repairs

Major&Maker devices normally carry a 24-month warranty from delivery, for both individual and business customers. The separate warranty and service document describes coverage, exclusions, the warranty period after repair or replacement and the service procedure.

Please submit a service request first. We check whether the problem can be resolved remotely and provide further instructions, usually replying within 1 working day. Do not remove, dispatch or deliver the device before receiving a response from the service team. This is an organisational instruction, not a restriction on the right to make a statutory complaint.

After an accepted, justified warranty repair has been completed, the customer may email the service team to request reimbursement of the documented cost of sending the device, up to PLN 30.00 including tax. The request should include bank account details and a receipt, paid invoice or proof of payment for the courier service. Reimbursement is not automatic; we do not send a separate invitation to apply. This rule does not apply to post-warranty repairs.

We do not arrange local tradespeople or send our own staff to the customer. A customer who needs a tradesperson for removal finds and pays that person independently. In an exceptional, pre-agreed case involving a justified warranty request, the documented and paid cost may be reimbursed up to PLN 400.00 including tax against an invoice. This is not a standard benefit of every repair. Mandatory legal obligations remain separate from these organisational arrangements.

The device must be properly cleaned, dried and protected for transport. Accepting a parcel does not mean assuming responsibility for pre-existing transport damage or undertaking to repair it free of charge. We do not pursue carrier claims on the customer’s behalf. Any paid restoration requires available parts and customer approval; otherwise, the device may be returned without that damage being repaired. This does not exclude liability or duties to cooperate imposed by mandatory law.

After repair, we test the device and provide a summary of the work. Parts repaired or replaced during a paid post-warranty repair carry a 3-month service warranty covering the work performed. Delivery to and collection from the service centre may be chosen independently.

Full conditions: Warranty, service & returns. Submit a request through the service request form.

11. Withdrawal and product returns

A consumer who enters into a distance sales contract may generally withdraw without giving a reason within 14 days of receiving the goods, either personally or through a nominated person other than the carrier. For a single contract involving goods delivered separately, the period starts upon receipt of the last item, lot or piece. The statutory calculation rules apply in other cases.

Return or deliver the goods to VIVO Sp. z o.o., Bartycka 26/24, 00‑716 Warsaw, Poland no later than 14 days after notifying withdrawal, unless we have offered to collect them. Dispatching the goods before the deadline is sufficient. Please do not confuse this address with the showroom.

Withdrawal is separate from repair: return the complete product covered by the withdrawal, with the supplied accessories, not merely the toilet’s upper unit. Protect the product against damage. Original packaging is not required if alternative packaging provides adequate protection. We do not accept returns sent cash on delivery. Contacting us about safe disconnection does not suspend the statutory withdrawal period or make withdrawal conditional on our approval.

We refund payments received, including the cost of the least expensive standard delivery method available for the order, within 14 days of receiving the withdrawal statement. We use the original payment method unless the customer expressly agrees to another method without incurring charges. We may withhold reimbursement until the goods or proof of return have been received, whichever occurs first, unless we offered to collect the goods ourselves.

The customer bears the direct cost of returning goods if informed of this before the contract was concluded. For goods that cannot normally be returned by post, the cost or its estimate is provided before purchase. The PLN 30.00 return-shipping charge after a post-warranty repair is not a flat-rate charge for returning a purchased product.

The customer is responsible, as provided by law, for any diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Merely opening ordinary packaging does not automatically remove the right of withdrawal.

The right of withdrawal also applies to sole traders with consumer rights to the statutory extent. Purchases concluded directly at the showroom do not carry a general statutory right to return conforming goods without a reason; any such return may be individually agreed.

12. Dispute resolution

Please first contact us at serwis@majormaker.pl. Consumers may seek assistance from a municipal or district consumer ombudsman, the Trade Inspection or the appropriate alternative dispute resolution bodies. Available assistance is described on the UOKiK alternative dispute resolution website.

If the complaint does not resolve the dispute, we provide the information required by law on whether we agree or refuse to participate in the appropriate out-of-court procedure. The right to bring court proceedings remains available. These Terms do not impose exclusive jurisdiction of the seller’s local court on a consumer.

13. Personal data and related documents

We process the data necessary for orders, delivery, invoices and service requests in accordance with the GDPR. Data are required only to the extent necessary for the relevant purpose or required by law. Marketing consents remain separate and voluntary.

Details of the controller, purposes, legal bases, recipients, retention, individual rights and cookies are provided in the Privacy & Cookies Policy. Reading that document does not constitute consent to advertising cookies or marketing.

14. Final provisions

An order is governed by the conditions provided to the customer and applicable when the contract is concluded. Publication of a later version of these Terms does not amend existing contracts or shorten previously acquired rights.

Rules for continuing services, such as an account, may change for valid reasons: changes in law, the service scope, or technical solutions essential to its operation or security. We inform customers of the reason and scope at least 14 days in advance unless the law or an urgent security need justifies a different period. The customer may stop using the service before the changes take effect.

Store content and materials are protected by intellectual property rights. Use permitted by law, including saving or printing documents for personal purposes, is allowed. Commercial use of another party’s materials requires an appropriate legal basis.

Polish law applies, subject to any mandatory consumer-protection provisions applicable to the contract, particularly for cross-border sales. A provision less favourable than a mandatory rule does not replace that rule. The Polish and English versions are intended to convey the same content; a translation discrepancy cannot deprive the customer of legal protection.