Terms & Conditions

Terms and Conditions

These Terms and Conditions (the "Terms") govern the use of the Italpouf online store at italpouf.com and the sale of Goods to Customers in 23 countries of the European Union (the Delivery Countries listed below). Nothing in these Terms affects the mandatory rights of Consumers under EU law and the law of the country in which they habitually reside, which cannot be excluded or limited.

Definitions

The following definitions are used in these Terms and Conditions:

Seller / ITALPOUF – Personeo Sp. z o.o., with its registered office at ul. Armii Krajowej 7/17, 33-300 Nowy Sącz, Poland, entered in the Register of Entrepreneurs of the National Court Register (KRS) kept by the District Court for Kraków-Śródmieście in Kraków, 12th Commercial Division, under number KRS 0000537746, REGON 360727559, EU VAT number PL7343529933, share capital PLN 60,000, trading under the Italpouf brand; email: info@italpouf.com, telephone: +48 508 940 839.
Store – the online store operated by the Seller at italpouf.com.
Delivery Countries – the countries to which the Store delivers: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
Customer – any person purchasing Goods in the Store.
Consumer – a natural person who purchases for purposes which are outside their trade, business, craft or profession (see section VI.5).
Goods – all products offered for sale by the Seller in the Store.
Sales Contract – a distance contract for the sale of Goods concluded between the Customer and the Seller via the Store.
Consumer law – the mandatory consumer protection provisions of the law of the Consumer's country of habitual residence, including the national rules implementing Directive 2011/83/EU on consumer rights and Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods.

I. General Provisions

These Terms are addressed to all Customers of the Store. They set out the rules for using the Store, creating a customer account, placing orders and concluding Sales Contracts. The Terms are available free of charge at any time on this page and can be saved or printed.
The Store is operated by the Seller and enables the purchase of Goods over the internet at italpouf.com for delivery to the Delivery Countries.
Information about products in the Store, including descriptions and prices, constitutes an invitation to submit an offer and not a binding offer.
The Goods in the Store are described in detail. The Customer has access to information on the main characteristics of the Goods, their prices and the materials from which they are made.
Photos and presentations of the offered Goods are illustrative and serve to present specific models.
The Store is operated, and Sales Contracts are concluded, in English.

II. Rules for using the Store

The Store allows you to purchase the Goods offered in it over the internet.
The Sales Contract is concluded between the Customer and the Seller.
To use the Store, the Customer needs a device with internet access, an up-to-date web browser and an active email address. Accepting these Terms is a condition for placing an order.
Creating a customer account is free and optional. The Customer may ask for the account to be deleted at any time by email to info@italpouf.com; data which the Seller is required by law to retain (for example invoices) is kept for the period required by law.
The Customer agrees to:

a) not provide or transmit content prohibited by law;

b) use the Store in a way that does not interfere with its functioning;

c) not send or post unsolicited commercial information through the Store;

d) use the Store in a way that does not cause inconvenience to other Customers or to the Seller;

e) use content posted on the Store for personal use only;

f) use the Store in accordance with applicable law, these Terms and the generally accepted rules of using the internet.

III. Conclusion of the Sales Contract

To conclude a Sales Contract, an order must be placed on the Store website.
Customers can place orders around the clock, every day of the week. Orders placed on non-business days are processed on the first business day following the order.
The Customer can place an order using a customer account or without permanently registering their data in the Store (guest checkout).
A condition for placing an order is providing, in the form on the website, the Customer's details necessary to deliver the Goods and to issue an invoice.
To place an order, select the Goods from the available offer, including colour, size and quantity, and add them to the cart.
Before confirming the order, the Customer can review and correct the contents of the order, the delivery details and the invoicing details. The total price, including VAT and delivery charges, is displayed before the order is placed.
Placing the order (by confirming it after selecting the payment method) constitutes the Customer's offer to the Seller to conclude a Sales Contract under these Terms and entails an obligation to pay.
After placing the order, the Customer receives an email confirming that the Seller has received the order, with the items, quantities, order value, the selected delivery and payment method and the Customer's contact details.
The Customer then receives an email confirming that the order has been accepted for processing. Upon receipt of that confirmation, the Sales Contract is concluded.
The Customer may cancel the order before receiving confirmation that it has been accepted for processing, by contacting the Seller by email without delay.
The Seller may refuse to accept an order if the Customer's contact details are inaccurate or if the payment transaction has not been authorised, and may cancel an order for which prepayment was chosen if the payment has not been received within the time specified in section V.4.

IV. Delivery

Goods are delivered as parcels by courier (DHL or GLS) to the address indicated by the Customer in one of the Delivery Countries.
Delivery charges are always shown in the cart before the order is placed. Current delivery rates and the free delivery threshold are set out on the Delivery and shipping costs page.
Orders are usually dispatched within 24 hours of the payment being received (for cash on delivery – from the time the order is placed). Larger or made-to-order items may take longer; the Customer will be informed by email. After dispatch, the Customer receives the tracking number by email, and delivery usually takes 3–7 business days, depending on the destination.
In any case, the Seller will deliver the Goods without undue delay and no later than 30 days from the conclusion of the Sales Contract, unless a different delivery time has been expressly agreed with the Customer (for example, a longer production time for made-to-order Goods stated on the product page before the order is placed). If the Goods are not delivered on time, the Consumer has the rights provided by Consumer law.
The risk of loss of or damage to the Goods passes to the Consumer when the Consumer, or a third party indicated by the Consumer (other than the carrier), takes physical possession of the Goods.

V. Prices and payment

The price of each item is shown on the Store website. The price binds the parties from the moment the Customer receives confirmation that the order has been accepted for processing and will not change after that, regardless of later price changes in the Store.
Prices of Goods are gross prices in euro (EUR) and include VAT. VAT is charged at the rate applicable in the Delivery Country to which the Goods are sent, under the EU One-Stop-Shop (OSS) scheme. The total price payable, including VAT for the selected Delivery Country and delivery charges, is shown before the order is placed.
The Customer chooses the payment method from those available at checkout for the given order: payment card (Visa, Mastercard), Apple Pay or Google Pay, processed by Stripe; PayPal; bank transfer (prepayment); and cash on delivery, which is available only for selected Delivery Countries, as shown at checkout.
The details for a bank transfer are sent by email after the order is placed. If the Customer chooses prepayment and the payment is not received within 7 days of placing the order, the order may be cancelled. The Customer may then place a new order or choose a different payment method. Processing of an order paid by bank transfer, card or PayPal begins once the payment has been credited or authorised.
Card and PayPal payments are processed by the respective payment providers. Payment details are entered directly with the payment provider and are not stored by the Seller.
The Seller reserves the right to change prices, introduce new Goods, and run, change or cancel promotional campaigns. Such changes do not affect orders for which a Sales Contract was concluded before the change.
If Goods purchased by the Customer are discounted within 14 days of conclusion of the Sales Contract, the Customer may request a refund of the difference between the price paid and the discounted price by emailing info@italpouf.com with their name, the name and price of the Goods, and the order date.

VI. Statutory rights, warranty, complaints and returns

All Goods offered in the Store are new. Goods made to the Customer's specifications or clearly personalised (for example, Goods with a custom print, or made in a size or colour specially produced for the Customer's order) are excluded from the right of withdrawal under the national law implementing Article 16(c) of Directive 2011/83/EU. The statutory rights for faulty Goods still apply to them.
Statutory rights (conformity of the Goods). The Seller is liable to the Consumer for any lack of conformity of the Goods with the Sales Contract which exists at the time of delivery and becomes apparent within the period provided by Consumer law (as a rule, two years from delivery). The Consumer is then entitled to repair or replacement free of charge or, under the conditions laid down by law, to a proportionate price reduction or termination of the Sales Contract with a refund. These rights cannot be excluded or limited.
Commercial guarantee. In addition to the statutory rights, the Seller provides a commercial guarantee of 24 months on the cover and its fabric (defects in materials and workmanship) and 6 months on the filling (expanded polystyrene (EPS) granules), on the terms set out on the Warranty and Complaints page. The Consumer is entitled by law to remedies free of charge for lack of conformity, and the guarantee does not affect those statutory rights.
Complaints. A complaint about faulty or damaged Goods can be submitted via the contact form or by email to info@italpouf.com, stating the order number, a description of the problem and, where possible, photos. If the Goods need to be sent back, they should be sent by courier to: Personeo Sp. z o.o., ul. Wielopole 1, 33-311 Wielopole, Poland, with the note "Complaint ITALPOUF.COM". The Seller reimburses the Consumer's reasonable costs of sending back Goods which are found not to be in conformity with the Sales Contract. The Customer will be informed how the complaint has been handled within 14 days of the Seller receiving the returned Goods or, where the Goods do not need to be returned, within 14 days of receiving the complaint.
Consumer and right of withdrawal. A Consumer within the meaning of these Terms is a natural person who purchases for purposes which are outside their trade, business, craft or profession. The right to withdraw from the Sales Contract without giving any reason within 14 days is granted exclusively to Consumers. It does not apply to companies, sole traders acting in the course of their business, institutions, schools, public bodies, associations or any other entities purchasing Goods for the purposes of their activity, in particular where the purchase is invoiced with a tax identification or EU VAT number. Such purchases cannot be returned without reason; claims for defective Goods are handled under the statutory warranty and the guarantee.
How to withdraw. The withdrawal period is 14 days from the day on which the Consumer, or a third party indicated by the Consumer (other than the carrier), takes physical possession of the Goods. If several Goods ordered in one order are delivered separately, the period runs from the day on which the Consumer, or a third party indicated by the Consumer (other than the carrier), takes physical possession of the last of the Goods. To withdraw, the Consumer must inform the Seller (Personeo Sp. z o.o., ul. Wielopole 1, 33-311 Wielopole, Poland, telephone: +48 508 940 839, email: info@italpouf.com) of their decision by a clear statement, for example by email or using the return form available on the Product Return Policy page (use of the form is not obligatory). The deadline is met if the statement is sent before the withdrawal period expires. The Seller will confirm receipt of the statement by email.
Returning the Goods. The Consumer must send the Goods back without undue delay and no later than 14 days after notifying the Seller of the withdrawal, to: Personeo Sp. z o.o., ul. Wielopole 1, 33-311 Wielopole, Poland. The deadline is met if the Goods are sent before the 14-day period expires. Please return the Goods clean, complete and securely packed. The Consumer is liable only for any diminished value of the Goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. The cost of returning the Goods is borne by the Consumer. Returns should not be sent cash on delivery.
Refund. The Seller will refund all payments received from the Consumer, including the delivery costs paid (up to the cost of the least expensive standard delivery offered), without undue delay and no later than 14 days after receiving the withdrawal statement, using the same means of payment as the Consumer used, unless expressly agreed otherwise (for orders paid cash on delivery – by bank transfer to the account indicated by the Consumer), at no cost to the Consumer. The Seller may withhold the refund until it has received the Goods back or proof that they have been sent, whichever is earlier.

VII. Newsletter

The Newsletter is a free service informing Customers about promotions, sales, news and collections, sent periodically by email.
The Customer subscribes by providing their email address and giving consent in the relevant form (checkbox) to the processing of the email address for marketing purposes and to receiving commercial information by email. The Seller processes this data as controller in accordance with Regulation (EU) 2016/679 (GDPR) – see the Privacy Policy.
The Customer can unsubscribe at any time using the link at the bottom of each email. Withdrawing consent does not affect the lawfulness of processing carried out before the withdrawal.

VIII. Other provisions

The Store is owned and operated by the Seller (see Definitions). The Customer can contact the Seller by email at info@italpouf.com or via the contact form.
Personal data provided by the Customer is used to fulfil orders, maintain the customer account and answer enquiries (Article 6(1)(b) GDPR) and, with the Customer's consent, for marketing (Article 6(1)(a) GDPR). Other purposes and legal bases, and the Customer's rights under the GDPR, are described in the Privacy Policy.
By placing an order, the Customer accepts these Terms as in force on the day of the order. Goods cannot be purchased without accepting these Terms.
Governing law. The Sales Contract and these Terms are governed by Polish law. If the Customer is a Consumer, this choice of law does not deprive them of the protection afforded by the mandatory provisions of the law of the country in which they have their habitual residence (Article 6 of Regulation (EC) No 593/2008 – "Rome I"). The Consumer's statutory rights cannot be waived or excluded. For Customers who are not Consumers, the application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is excluded.
Jurisdiction. Disputes are resolved by the court having jurisdiction under applicable law. A Consumer may sue the Seller in the courts of the Member State where the Seller is established or where the Consumer is domiciled; the Seller may sue a Consumer only in the courts of the Member State of the Consumer's domicile (Regulation (EU) No 1215/2012 – "Brussels I bis").
Dispute resolution. In the event of a dispute, the Customer is asked to contact the Seller first so that the Seller can try to resolve it amicably. For cross-border purchases within the EU, a Consumer may obtain advice and assistance from the European Consumer Centres Network (ECC-Net) at www.eccnet.eu. Cross-border claims may also be pursued through the European Small Claims Procedure.
In matters not covered by these Terms, the applicable law shall apply, in particular Consumer law.
The Seller reserves the right to amend these Terms. Amendments take effect when published on the Store website and apply only to Sales Contracts concluded after their publication; they do not affect Sales Contracts already concluded.
The Seller takes steps to ensure the proper functioning of the Store and will promptly address any irregularities reported by Customers by email or via the contact form. The Seller is not responsible for disruptions of the Store caused by failures of the internet network or other circumstances beyond its reasonable control, without prejudice to the Consumer's statutory rights.
All photos, publications and texts available in the Store are protected by copyright. Graphics, logos, buttons and images, and their compilations, owned by the Seller or its suppliers, are also protected. Unlawful copying, reproduction or distribution of any content from the Store is prohibited.
This version of the Terms is dated 28 October 2026.