What must an online store's terms and conditions contain?
The duty to publish terms follows from art. 8 of the Act on providing services by electronic means. The bigger risk is not a missing document but a copied clause deemed unfair under art. 385¹ of the Civil Code.
Short answer
- Terms must be available free of charge, before the contract, in a downloadable and storable form.
- Give full seller details: name, address, tax number, KRS or CEIDG entry and contact data.
- Describe how orders are placed, prices, payment methods, delivery costs and lead times.
- Cover the 14-day withdrawal right with a model form and the complaint procedure for goods not conforming to the contract.
- Do not shift risk onto the consumer — unfair clauses are ineffective and UOKiK may impose a fine.
Mandatory sections
Minimum content of the terms
| Section | What to cover | Basis |
|---|---|---|
| Seller details | Name, address, tax ID, register, e-mail, phone | Consumer Rights Act, art. 12 |
| Order and contract | When the contract is formed, confirmation, language | E-services Act, art. 8 |
| Payment and delivery | Methods, costs, lead times, shipping countries | Information duties |
| Withdrawal | 14 days, model form, exceptions in art. 38 | Art. 27 and art. 38 |
| Complaints | Procedure, deadlines, return address | Non-conformity rules |
Clauses often held unfair
- Excluding or limiting the seller's liability for defective goods.
- A right to change the terms or price unilaterally, without reasons or notice.
- Imposing the court competent for the seller's seat.
- Making returns conditional on original packaging or on the store's consent.
- Shortening statutory deadlines, e.g. the 14-day withdrawal period.
Common mistakes
- Copying another store's terms along with its clauses and company name.
- Publishing the terms only after the order is placed.
- No acceptance checkbox linking to the text at checkout.
- Amending the terms without notifying registered customers.
How 4shopy helps
- Terms, privacy policy and withdrawal notice are separate pages, versioned with a date.
- The checkout acceptance box links to the current document version.
- The order confirmation carries the wording in force at purchase time.
- Registered customers are notified when the terms change.