Start with the sales model
Obligations differ for goods, digital content, subscriptions, services and marketplaces. Identify the seller, customer groups, territories, payment and delivery model and third-party providers before drafting documents.
Seller identity and contact
Customers must be able to identify the contracting entity and contact it. Present the business name, address, registration and tax details and suitable communication channels clearly before purchase.
Product, price and cost information
State the principal characteristics, total price and foreseeable additional charges. Promotional pricing and the previous-price information required by Polish and EU consumer rules must match the way promotions actually run.
Terms matching the checkout
How the issue appears in practice
Hypothetical example: correct terms, defective checkout
A shop has detailed terms, but delivery costs appear only after the order and the final button does not clearly indicate an obligation to pay. The legal risk arises from the customer journey, not the wording of the terms alone.
Withdrawal and exceptions
Consumers generally have a withdrawal right for distance contracts, subject to statutory exceptions. Digital content, personalised products and services begun before the period ends require carefully designed information and consent flows.
Complaints and after-sales service
Explain conformity remedies, how complaints are submitted and handled, and which rules apply to goods, digital content and services. Internal customer-support scripts should not contradict the legal terms.
Reviews, rankings and interface design
Explain whether and how reviews are verified. Avoid misleading rankings, hidden advertising, pre-ticked extras and interface designs that pressure customers or obscure material information.
GDPR, cookies and suppliers
Map customer, account, marketing and analytics data; define roles with payment, hosting, logistics and marketing providers; provide privacy information and use a consent mechanism matching the technologies actually deployed.
Product safety and cross-border sales
Confirm product information, responsible-person and traceability duties where relevant. Sales outside Poland may trigger additional consumer, tax, language and packaging requirements.
Test before launch
Run desktop and mobile test purchases, check every information layer and preserve evidence of the version accepted by the customer. Re-test when the sales flow, suppliers or product range changes.
Legal basis
- Regulation (EU) 2016/679 (GDPR)
- Polish Consumer Rights Act of 30 May 2014
- Polish Entrepreneurs' Law of 6 March 2018
- Polish Act of 6 March 2018 on participation of foreign entrepreneurs and other foreign persons in economic activity in Poland
This article provides general information and does not constitute legal advice for a specific matter. The appropriate solution depends on the facts, documents and business objective.
Summary
Compliance depends on the whole sales process. Terms, checkout design, operational practice and supplier arrangements must be reviewed together and kept aligned as the shop changes.