Terms & Conditions

General Provisions

This document contains the Terms and Conditions. It sets out the rules for using the ArttelShop.eu online store. It covers sales contracts, delivery, payment, rights, obligations, complaints, and returns.

You must accept these Terms to place an order. Acceptance is voluntary.

Seller’s Data and Contact

Seller: Arttel (ArttelShop.eu Store)
Address: Gajowicka 95/112, 53-421 Wroclaw, Poland
EU VAT Number: PL8992241856
Email: support@arttelshop.eu

Definitions

• Consumer – A natural person who buys products for private use. The purchase is not related to their business.
• Customer/User – Any person who uses the Store (this includes Consumers and Businesses).
• Custom-made Products (MTO) – Products that we manufacture according to your specifications. We match them specifically to your window type code. These are not ready-made items.

Fit Guarantee by Code

Fit Guarantee by Code means we select products based on the code from your window’s nameplate. If you provide the correct code and the product does not fit, we will help you. We will quickly replace it with the correct version.

Product Information

• The store sells only original accessories, roller blinds, and pleated blinds for FAKRO roof windows.
• We select compatible products based on the code from your window nameplate. Small color differences on your screen are acceptable.

Ordering and Contract Conclusion

• You can place orders 24/7 via the website. The sales contract starts when you receive an email confirmation.
• You can change the data in your cart before you place the order. If you need corrections after placing the order, please email us immediately. We will try to make changes before we ship the order or start production.
• The contract language is the same as the website language you used during the order.
• You must provide correct data, including the delivery address. An incorrect address may delay your delivery.

Prices and Taxes

• Prices on the website are gross prices (they include VAT if applicable). We issue a receipt or invoice for every order.
• You can see current prices and fees in the cart and order summary. Price changes do not affect orders that we already accepted.

Payments

• You can find available payment methods here: /payments/. A licensed provider processes online payments. We do not store card data in the Store.
• Payments are secure. They comply with industry standards.

Delivery

• You can find delivery methods, costs, and times here: /delivery-returns/. If you order multiple items, the delivery time depends on the product that takes the longest to prepare.
• Order processing time: If you pay before 15:00, we start processing on the same business day. If you pay after 15:00, we start processing on the next business day.
• Carrier: We usually use DPD. We will send you a tracking number and link after we dispatch the package.
• Delivery cost and VAT in the EU: The delivery cost is a gross price. The final amount depends on the VAT rate in your country. Usually, this cost is around 18–19 € gross. You will see the total cost (including delivery and taxes) clearly at checkout before you confirm the order.
• You can change the delivery address until we hand over the package to the courier.
• We recommend that you check the package when you receive it. If it is damaged, please take photos. Contact us immediately. This speeds up the claim procedure with DPD.

Estimated Delivery Dates

• You can see the estimated delivery date on the product page. It shows a range of business days. You will also see it in the order confirmation.
• If there are production delays, we will email you. We will give you a new date. You can choose to continue, change, or cancel the order.

Right of Withdrawal (Returns)

• The Consumer may return standard products within 14 days of receipt. You do not need to give a reason.
• Exception: You cannot return Custom-made Products (MTO). We make these to your specifications (unless the law states otherwise). We mark custom-made products with longer delivery times (14–15 business days or more).
• Return instructions: /delivery-returns/ or email: support@arttelshop.eu.
• If you withdraw, we refund the product price and standard delivery cost. You must pay the cost of returning the goods.
• Important: You should check the product only as much as necessary to check its features (like in a shop). For blinds, you can check the fabric color through the transparent packaging. You do not need to open the sealed package. If you open the package or install the product, you are responsible if its value decreases. If the packaging is damaged or parts are missing, we may reduce your refund.
• We process refunds within 14 days after we receive your withdrawal notice. However, we may wait to pay until we receive the goods back.

Simple Return Procedure (Email)

1. Send an email to support@arttelshop.eu. Use the subject “Return” and include your order number.
2. Include your name, address, list of returned products, and your bank account number (if needed).
3. Send the goods to the address we provide in our reply.

We recommend returning goods in the original packaging. Put it inside an extra cardboard box. If you do not have the original packaging, please protect the product well (use a rigid box and padding).

Damaged Shipment

• If the package is damaged, take photos. Report it to us immediately (preferably the same day).
• We will handle the claim with DPD. We will arrange a replacement or repair.

Warranty and Claims

• If the product is defective, the Consumer can ask for repair or replacement. If we cannot do this, you can ask for a price reduction or return the product.
• Send claims to: support@arttelshop.eu. Include the order number, defect description, photos, and window code.
• We respond to claims quickly. We follow legal deadlines.
• A warranty covers the products (usually 2 years for FAKRO accessories). You can find the terms in the warranty documents.

Account and Personal Data

• Creating an account is optional. You can delete your account at any time.
• We process personal data according to our Privacy Policy and Cookie Policy. These are available on the website.

Governing Law

• Polish law governs these contracts. However, this does not take away the protection given by the mandatory laws of your country of residence.
• Consumers can use the EU ODR platform for dispute resolution: ec.europa.eu/consumers/odr.

Return Address