General Terms and Conditions of Sale (GTC)
§1 - Definitions
1. Customer – an entity that is a natural person with full capacity to perform legal acts, a legal person, or an organisational unit without legal personality upon which a separate statute confers legal capacity, conducting business activity within the meaning of the Polish Entrepreneurs’ Law of 6 March 2018.
2. Rafcom – Rafcom sp. z o.o., with its registered office in Reguły (05-816), at ul. Stanisława Bodycha 97, NIP: 5342663114, whose company records are kept by the District Court for the Capital City of Warsaw in Warsaw, 14th Commercial Division of the National Court Register, under KRS number 0001029234, with a share capital of PLN 500,000.
3. B2B Platform – the website managed by Rafcom and available at http://b2b.rafcom.waw.pl.
4. Goods – items including, among others, products and articles, in particular consumables for printing devices, office materials and equipment, printing devices, computer and IT accessories, and certain food products available for purchase as part of Rafcom’s commercial offer published on the B2B Platform.
5. Business Days – Monday to Friday, excluding public holidays in the Republic of Poland and non-working days specified by Rafcom in notices published at http://www.rafcom.waw.pl or on the B2B Platform. Whenever these GTS specify a period in days without stating that Business Days are meant, that period is calculated in calendar days.
6. GTS – these General Terms of Sale applicable at Rafcom sp. z o.o.
7. Entrepreneur with consumer rights – a natural person conducting business activity to whom consumer provisions apply pursuant to Article 3855 of the Polish Civil Code and Article 38a of the Consumer Rights Act of 30 May 2014, i.e. a natural person concluding a contract directly related to their business activity where the contract indicates that it is not of a professional nature for that person, taking into account in particular the scope of their business activity disclosed in the Polish Central Register and Information on Business Activity.
8. Sales Contract – a contract for the sale of Goods concluded between the Customer and Rafcom and performed on the basis of an Order placed by the Customer.
9. Order – an instruction generated on the B2B Platform after the Customer selects and confirms specific Goods, constituting the Customer’s offer to purchase the Goods.
§2 - General provisions
1. These GTS set out the terms and conditions governing the sale of Goods, including the parties’ rights and obligations relating to placing and fulfilling Orders, concluding Sales Contracts and the rights and obligations arising from Sales Contracts.
2. These GTS apply to sales conducted through the B2B Platform. They also apply, as appropriate, to sales conducted outside the B2B Platform, regardless of the form, channel or medium used, including telephone, email and online messaging services.
§3 - Statements and reservations concerning the Goods
1. Subject to the remaining provisions of these GTS, Rafcom permits Orders for Goods to be placed exclusively through the B2B Platform after logging in to the Customer Account.
2. All Goods available for purchase on the B2B Platform are brand new and free from legal and physical defects, except where their description expressly states otherwise.
3. All Goods available on the B2B Platform are authorised for sale in the European Union unless the description expressly states or reserves otherwise. The User is responsible for verifying that the Goods comply with local laws, technical standards and other requirements applicable at the place of delivery, particularly where delivery takes place outside Poland. Rafcom is not liable for consequences resulting from the Goods failing to meet technical, legal or formal requirements applicable at the place of delivery if the Goods meet the requirements applicable in Poland. The Customer bears the risks and consequences of the Goods not being adapted to local conditions at the place of delivery.
4. Rafcom may change the prices of Goods and delivery charges at any time, modify or withdraw Goods, add new Goods and conduct promotional campaigns. Such changes do not apply to Orders placed before the date on which the changes are introduced.
§4 - Placing Orders
1. To place an Order, the Customer selects specific Goods from the available database, specifies their quantities and clicks the “Cart” icon. The selected Goods may be reviewed and the Order modified in the “Your Cart” panel. The Customer then selects the delivery method, including the courier company, chooses a payment method, and may add comments. The delivery address and invoicing details are specified in the next step.
2. Collection and delivery options:
a) Personal collection – the Customer or a person designated by the Customer collects the Goods from the location specified in the Order during its opening hours. The Customer will be informed when the Goods are ready and must collect them within five Business Days after receiving confirmation.
b) Courier delivery – Rafcom or a courier company delivers the Goods to the delivery location specified in the Order. A person accepting the Goods at that location is deemed authorised by the Customer to receive them.
3. Before an Order is placed, a summary is displayed so that its correctness and completeness can be verified and changes made if necessary. The Customer must then make all declarations required by the form to the extent necessary to fulfil the Order. Mandatory declarations are marked with an asterisk (*). Giving the required consent or making the required declaration is a condition for successfully placing the Order.
4. To confirm the Order, the Customer must click “Place Order”. An Order may require additional authorisation, for example by another User, if required by the Customer Account settings. Such an Order will be sent to Rafcom only after approval by a User authorised to approve it.
5. The Customer must provide true and complete information necessary to fulfil the Order. Rafcom is not liable for an inability or limited ability to fulfil an Order caused by incorrect or misleading information supplied by the Customer.
6. Rafcom may refuse to accept or fulfil an Order, without stating a reason, even after confirmation but no later than dispatch of the Goods, particularly where:
a) the Order cannot be fulfilled in whole or in part because the Goods are unavailable;
b) the Customer is overdue with any payment owed to Rafcom;
c) Rafcom becomes aware of a payment-related incident involving an offence, crime or attempted offence connected with use of the B2B Platform or a payment, including a forged payment confirmation or unlawfully obtained credit-card or bank-account credentials;
d) a business information bureau provides Rafcom with a negative assessment of the Customer’s economic or financial position;
e) the Customer provides incorrect, untrue, incomplete or questionable information concerning the Customer or Order;
f) there is an obvious pricing error, particularly where the displayed price is grossly lower than the market value, such as PLN 0 or PLN 1 or a discrepancy of tens or hundreds of percent, results from an IT system failure or human error, and could easily be recognised by an average person applying logic and ordinary experience as an error rather than a market or promotional price.
7. If an Order cannot be fulfilled or is refused, Rafcom will promptly inform the Customer, stating the reasons and possible next steps. If the Customer has paid for the Goods, Rafcom will refund the payment within 21 days after notifying the Customer that the Order cannot be fulfilled.
8. The Customer acknowledges that prices and availability may be updated on an ongoing basis. The prices and availability of Goods added to the Customer’s cart may therefore change, particularly if the Customer does not confirm the Order immediately after completing it. The Customer will then be informed and asked to confirm the amended Order.
§5 - Payment for the Goods
1. Rafcom accepts the following payment methods:
a) bank transfer based on a pro forma invoice;
b) payment upon personal collection, in cash or using an available cashless method such as a payment card;
c) cash on delivery, paid to the carrier or at the parcel collection point in accordance with the delivery operator’s rules;
d) trade credit, available only with Rafcom’s individual approval and subject to the conditions specified by Rafcom.
2. Rafcom does not offer instalment sales. Unless the parties expressly agree otherwise, the Customer must pay for the Goods in advance before dispatch.
3. A bank transfer or cashless payment is deemed made when the funds are credited to Rafcom’s bank account.
4. Where payment upon collection or cash on delivery is selected, failure to pay entitles Rafcom to refuse to release the Goods.
5. If payment for the Goods using a method referred to in paragraph 1(a) to (c) is not made within seven days after the Order is placed, Rafcom may unilaterally cancel the Order, which constitutes Rafcom’s withdrawal from the Sales Contract. Rafcom may exercise this right within 30 days after the payment deadline.
§6 - Invoicing and other accounting documents
1. Rafcom will issue, transmit and retain VAT invoices through the Polish National e-Invoicing System (hereinafter KSeF). After an invoice is issued, the Customer will receive information including its number, and a visual representation will be available on the B2B Platform.
2. For settlement documents that are not required or cannot be issued through KSeF, including pro forma invoices, accounting notes and interest notes, Rafcom and the Customer will agree on the transmission method according to the circumstances. In the absence of such arrangements, the documents will be sent as PDF files to the Customer’s email address, particularly the address specified on the B2B Platform.
§7 - Conclusion of the Sales Contract
1. By clicking “Place Order”, the Customer, as buyer, submits to Rafcom, as seller, an offer to conclude a Sales Contract for the Goods specified in the Order.
2. After receiving the Order, Rafcom verifies whether it can be fulfilled and checks the payment status where payment was required.
3. Acceptance or rejection of the Order will be confirmed by email no later than seven Business Days after it is placed. Acceptance may also be confirmed through implied conduct, namely Rafcom commencing fulfilment of the Order.
4. Where new Order terms are agreed with the Customer, Rafcom confirms fulfilment under those terms in the manner specified in paragraph 3.
5. Upon confirmation of the Order in accordance with paragraph 3, a Sales Contract is concluded between Rafcom as seller and the Customer as buyer on the terms set out in the Order and these GTS.
6. In the circumstances listed in §4(6), Rafcom may suspend or refuse fulfilment at any time, including after confirmation but no later than release of the Goods. Without any additional declaration, this constitutes Rafcom’s withdrawal from the Sales Contract. Rafcom may exercise this right within 30 days after accepting the Order. The Customer then has no claims against Rafcom other than reimbursement of amounts paid for the Order.
§8 - Orders placed outside the B2B Platform
1. By way of exception and only to the extent approved by Rafcom, the Customer may place Orders outside the B2B Platform, particularly by telephone, email, chat (including website chat), messaging services such as WhatsApp, Microsoft Teams or Signal, or SMS (jointly, the “Alternative Channels”).
2. Rafcom may verify the identity and authority of the person placing the Order, including by asking verification questions, and may refuse to proceed until effective confirmation is obtained.
3. An Order placed through an Alternative Channel constitutes the Customer’s offer. A Sales Contract is concluded only when Rafcom confirms acceptance of the Order in documentary form, such as by email or a message in the relevant service, through a visible change in the Order status in the Customer Account, by issuing an invoice or pro forma invoice, or by any other implied means.
4. If the Order communicated through an Alternative Channel differs from Rafcom’s confirmation, the confirmation prevails, including with respect to price, availability, delivery and payment terms.
5. The Customer is responsible for the correctness of information supplied through an Alternative Channel, including consequences of typographical or address errors, use of an unauthorised number or address and transmission disruptions attributable to the Customer or channel provider. Rafcom does not guarantee the availability of Alternative Channels or any response time.
6. Rafcom may record and retain correspondence and recordings of telephone calls concerning Orders placed through Alternative Channels for evidentiary, settlement and security purposes. Information about call recording will be provided before the call begins.
7. Rafcom may restrict acceptance of Orders through individual Alternative Channels, for example by specifying hours, categories of Goods or a minimum value, or may temporarily disable them. Rafcom will announce this on its website or the B2B Platform.
8. By using Alternative Channels, the Customer acknowledges that their providers act as separate controllers or processors in relation to their infrastructure. Rafcom recommends using business addresses and telephone numbers and not sharing sensitive data or passwords through Alternative Channels.
9. Matters not regulated in this section are governed, as appropriate, by these GTS, the B2B Platform Terms and Conditions and the rules and price lists applicable on the B2B Platform when Rafcom confirms the Order.
§9 - Order fulfilment and delivery
1. Rafcom processes and fulfils Orders only on Business Days between 8:30 a.m. and 4:30 p.m. Orders placed outside Business Days or after 2:00 p.m. on a Business Day will be processed no earlier than the following Business Day. This processing time covers only preparation and completion of the Goods and excludes delivery or transport time, which depends on the selected method and carrier.
2. Rafcom may extend the Order fulfilment time in the following circumstances and will promptly notify the Customer:
a) the Goods are unavailable or available only in negligible quantities in warehouses;
b) the Order concerns Goods outside the regular range, particularly Goods with specific characteristics or sourced at the Customer’s individual request and requiring additional preparation or procurement time;
c) the payment operator or bank must verify the Customer’s payment, delaying the crediting of funds;
d) incomplete, incorrect or unclear address or contact information prevents preparation or dispatch;
e) courier companies impose temporary restrictions or longer delivery times, for example during peak parcel periods such as the pre-Christmas season, sales or Black Friday.
3. Goods are delivered to an address selected by the Customer from the addresses defined on the B2B Platform. Rafcom may refuse delivery to another address. Courier delivery takes place only on Business Days.
4. Estimated delivery times range from two to fourteen Business Days and depend on the courier, delivery location and method, processing time, peak delivery periods and public holidays.
5. The Customer bears the full delivery cost. It is shown and added to the value of the Order when the Order is placed.
6. The risk of damage to or loss of the Goods passes to the Customer upon receipt.
7. Upon receipt, the Customer must check the Goods for transport damage and conformity with the Order. Any quantitative or qualitative shortages must be reported within 48 hours after receipt. After that period, the Goods are deemed duly delivered, particularly as regards quantity and quality.
8. If a parcel or its external packaging is damaged during transport, the Customer must prepare a damage report in the courier’s presence or refuse delivery.
9. If a quantitative or qualitative shortage is attributable to Rafcom, Rafcom will cover the costs of delivering Goods conforming to the Sales Contract.
10. If payment is overdue, delivery may be suspended until all Customer obligations to Rafcom have been settled in full.
11. If fulfilment becomes impossible in whole or in part for reasons not attributable to the Customer, Rafcom will promptly notify the Customer. If only partial fulfilment is possible, Rafcom will fulfil the possible part and notify the Customer regarding the remainder. If the Order cannot be fulfilled at all, Rafcom may cancel it unless the Customer accepts an amended Order containing alternative Goods.
12. Cancellation in whole or in part releases Rafcom from the corresponding obligation and requires Rafcom to refund the appropriate overpayment for the unfulfilled portion. The refund will be made promptly and no later than 14 days after notification of cancellation.
13. If the Customer does not collect the Goods, except in circumstances agreed with Rafcom or where refusal results from the condition of the parcel or circumstances attributable to Rafcom, Rafcom may:
a) charge a handling fee equal to 2% of the Order value, but no less than PLN 20 net;
b) withdraw from the Sales Contract after the ineffective expiry of a period of at least seven days specified in a notice sent to the Customer’s email address requiring collection of the Goods.
14. If Rafcom redelivers Goods at the request of a Customer who failed to collect them, delivery may be conditional on payment of costs connected with the previous shipment.
15. Rafcom may cancel an Order in the cases specified in these GTS. If a Sales Contract has already been concluded, cancellation constitutes withdrawal from it and may occur within 30 days after cancellation of the Order in whole or in part.
§10 - Statutory warranty, commercial warranty and returns
1. Rafcom’s liability under the statutory warranty for defects in the Goods is excluded in full pursuant to Article 558 §1 of the Polish Civil Code, except where Rafcom expressly states that such rights apply.
2. Under the terms of the relevant warranty document, Rafcom provides a commercial warranty only for Goods manufactured by Rafcom or sold under its own brands, namely Prism, Cleverton and Double Bean, where the warranty terms have been set out in an appropriate document or declaration by Rafcom.
3. If Goods are covered by a warranty, the warranty document will be delivered with them. For specified Goods, it may also be published on the B2B Platform.
4. General information displayed for Goods about a warranty and its duration means that the Goods are covered by the manufacturer’s or distributor’s warranty. Its period and conditions are determined by the manufacturer.
5. A Customer exercising warranty rights must submit claims directly to the entity named in the warranty.
6. At the Customer’s request, Rafcom will provide detailed information concerning the warranty terms for particular Goods.
7. The rules and conditions concerning returns are set out in the Returns Policy.
§11 - Claims procedure
The claims procedures are set out in the Claims Policy, which forms an integral part of these GTS.
§12 - Special provisions for Customers who are entrepreneurs with consumer rights
1. This section applies only to a Customer who is an entrepreneur with consumer rights as defined in §1(7).
2. Pursuant to Article 27 of the Polish Consumer Rights Act of 30 May 2014, an entrepreneur with consumer rights who concludes a distance or off-premises contract may withdraw from the Sales Contract without giving a reason and without incurring costs within 14 days after taking possession of the Goods, personally or through a designated third party other than the carrier. Instructions concerning withdrawal, including how and when to exercise the right and the return costs borne by the Customer, are available at: ........................
3. An entrepreneur with consumer rights may withdraw by submitting a withdrawal statement. Sending it before the deadline is sufficient. It may be submitted in writing and sent or delivered to ul. Stanisława Bodycha 97, 05-816 Reguły, Poland, or in documentary form, e.g. by email, to b2b@rafcom.waw.pl.
4. Promptly after receiving the withdrawal statement, Rafcom will confirm its receipt electronically by email.
5. Following withdrawal, the Sales Contract is deemed not to have been concluded. If the statement is submitted before Rafcom accepts the offer, the offer ceases to be binding.
6. The entrepreneur with consumer rights must return the Goods covered by the withdrawal without undue delay and no later than 14 days after Rafcom is informed. The deadline is met if the Goods are handed over or dispatched before it expires to: Rafcom sp. z o.o., ul. Stanisława Bodycha 97, 05-816 Reguły, Poland, marked “Withdrawal”.
7. The entrepreneur with consumer rights bears the direct cost of returning the Goods. If a delivery method other than the least expensive method offered on the B2B Platform was selected, Rafcom is not required to reimburse the additional costs.
8. Following withdrawal, Rafcom will promptly, and no later than 14 days after receiving the withdrawal statement, refund all payments received, including delivery costs. Rafcom may withhold the refund until it receives the returned Goods or evidence that they were dispatched, whichever occurs first.
9. The refund will use the same payment method used for the original transaction unless the entrepreneur with consumer rights expressly agrees otherwise. No fees will be charged for the refund.
10. The entrepreneur with consumer rights may handle the Goods only to the extent necessary to establish their nature, characteristics and functioning and is liable for any reduction in value caused by handling beyond that extent. The Goods may therefore be handled only as they could be in a physical shop. This applies in particular to opening individual packaging secured with stickers, opening sealed packaging and ordinary use of the Goods.
11. The right to withdraw from a distance Sales Contract does not apply to contracts:
a) for services fully performed by Rafcom with the entrepreneur’s express consent after being informed that full performance would result in loss of the right of withdrawal;
b) for Goods liable to deteriorate rapidly or with a short expiry date;
c) for sealed Goods which cannot be returned after opening for health-protection or hygiene reasons, if opened after delivery;
d) for Goods which, due to their nature, become inseparably combined with other items after delivery;
e) for audio or visual recordings or computer software supplied in sealed packaging, if opened after delivery;
f) for newspapers, periodicals or magazines, except subscription contracts;
g) for digital content not supplied on a tangible medium where performance began with the consumer’s express consent before expiry of the withdrawal period and after the consumer was informed that this would result in loss of the right of withdrawal.
12. These GTS apply to an entrepreneur with consumer rights only insofar as they do not conflict with mandatory law. If such a Customer considers that a clause violates mandatory law, the Customer may request that Rafcom refrain from applying it.
§13 - Amendments to the GTS
1. These GTS constitute standard contract terms within the meaning of Article 384 of the Polish Civil Code. Amendments will be made in accordance with Article 3841. If the Customer does not terminate the Contract at the next available termination date, the amendments enter into force no later than the date specified in the new GTS, which may not be earlier than 14 days after publication by Rafcom.
2. The Customer agrees to receive amended GTS electronically as a PDF file sent to the email address specified by the Customer. The period referred to in paragraph 1 begins at the time specified in Article 61 §2 of the Polish Civil Code of 23 April 1964.
§14 - Final provisions
1. The invalidity or ineffectiveness of any provision does not invalidate or render ineffective the remaining provisions. An invalid or ineffective provision will be replaced by another provision in the Terms and Conditions or Additional Terms and Conditions or, in their absence, by applicable law, consistent with the parties’ intentions and producing similar economic and financial consequences. If no such provision exists, the parties will negotiate in good faith to replace it with a valid provision.
2. Rafcom may set off its monetary claims against monetary claims of the Customer where both may be pursued before a court or another public authority. This applies to claims that are due under statutory set-off and claims not yet due under contractual set-off pursuant to these GTS. Set-off is effected by Rafcom making a written or at least documentary-form declaration to the other party and has retroactive effect from the time set-off became possible.
3. Without Rafcom’s express written consent under pain of nullity, the Customer may not set off its claims against Rafcom’s claims, whether contractually or pursuant to Articles 498–499 of the Polish Civil Code.
4. For international Sales Contracts, the United Nations Convention on Contracts for the International Sale of Goods of 11 April 1980 is excluded. Polish law governs all legal relationships and disputes between the Customer and Rafcom, regardless of the Customer’s or User’s residence, registered office, place of business or delivery location.
5. All disputes between Rafcom and the Customer, particularly those connected with Sales Contracts, are subject to the jurisdiction of Polish courts and will be resolved by the court competent for Rafcom’s registered office.
6. To the extent permitted by generally applicable law, the Customer and Rafcom exclude the following provisions in their mutual legal relations, particularly Sales Contracts:
a) Article 661 §§1–3 of the Polish Civil Code;
b) Article 682 of the Polish Civil Code.
7. These GTS enter into force on 9 February 2026.