Terms and Conditions

Terms and conditions of the telefoniki.pl store and service. Valid from October 8, 2026.

§1. Information about the Seller and contact

The online store and service operating at the address telefoniki.pl (hereinafter: "Store") is operated by SNEAKERS DEPOT spółka z ograniczoną odpowiedzialnością with its registered office in Popówko, address: Popówko 56, 64-606 Oborniki, entered into the Register of Entrepreneurs of the National Court Register kept by the District Court Poznań – Nowe Miasto and Wilda in Poznań, 8th Commercial Division of the National Court Register, under KRS number 0001183372, Tax Identification Number (NIP) 6060120685, National Business Registry Number (REGON) 542219262, share capital 10,000.00 PLN (hereinafter: "Seller" or "Service Provider").
The Seller can be contacted:
1. by e-mail: kontakt@telefoniki.pl;
2. by phone: +48 503 169 256, from Monday to Friday between 10:00–18:00 and on Saturdays between 12:00–18:00; the call fee is according to the Customer's operator's tariff, the number is not a premium rate number;
3. in writing to the registered office address indicated in paragraph 1 or to the address in paragraph 3;
4. via the contact form in the Store.
The address for correspondence, returns, complaints, and service shipments: ul. Długa 13, 61-850 Poznań.
Stationary point (personal collection, accepting devices for repair and purchase): ul. Długa 13, 61-850 Poznań, open from Monday to Friday between 10:00–18:00 and on Saturdays between 12:00–18:00.
The e-mail address kontakt@telefoniki.pl is also the electronic contact point for authorities of EU Member States, the European Commission, and the European Board for Digital Services, as well as for Customers, within the meaning of Articles 11 and 12 of Regulation (EU) 2022/2065 (Digital Services Act). Communication is conducted in Polish or English.
Agreements are concluded in Polish.

§2. Definitions

Whenever the Terms and Conditions mention:

Working day – it means a day from Monday to Friday, excluding statutory public holidays.
Customer – it means a natural person of full age with full legal capacity, a legal person, or an organizational unit without legal personality to which the law grants legal capacity, using the Store, placing an Order or a Service Order.
Consumer – it means a Customer who is a natural person performing a legal transaction with the Seller not directly related to their business or professional activity (Article 22¹ of the Civil Code).
Entrepreneur with Consumer Rights – it means a Customer who is a natural person running a business entered in the CEIDG, concluding an agreement directly related to this activity, if it follows from the content of the agreement that it does not have a professional character for them, resulting in particular from the subject of the activity made available in the CEIDG (Article 7aa of the Consumer Rights Act). The provisions of the Terms and Conditions regarding the Consumer apply to them regarding the right of withdrawal, liability for the conformity of the Goods with the agreement, and unfair terms.
Entrepreneur – it means a Customer who is not a Consumer or an Entrepreneur with Consumer Rights.
Terms and Conditions – it means this document along with its annexes.
Store – it means the website available at the address telefoniki.pl, along with its subpages.
Goods – it means a movable item offered in the Store, including electronic devices (e.g., phones, headphones, smartwatches, tablets, computers), cases, cables, and other accessories; Goods also include goods with digital elements within the meaning of the Consumer Rights Act.
Used Goods – it means Goods that have been previously used, marked in the Store as used; Refurbished Goods – Used Goods that have been inspected before sale, and repaired or refurbished if necessary, marked in the Store as refurbished.
Device – it means an electronic device belonging to the Customer or in their possession, handed over to the Service Provider for the performance of a Service.
Service – it means a paid or free service of diagnosis, valuation, repair, replacement of parts, or maintenance of a Device, provided by the Service Provider.
Service Order – it means the Customer's declaration, submitted via the form in the Store, by e-mail, or at a stationary point, aimed at concluding an agreement for the provision of a Service.
Order – it means the Customer's declaration of intent submitted in the Store, specifying the type and number of Goods, aimed directly at concluding a Sales Agreement.
Sales Agreement – it means a contract for the sale of Goods concluded between the Seller and the Customer via the Store.
Electronic Services – it means services provided by the Seller by electronic means as described in §4.
Durable Medium – it means a material or tool that allows for storing information addressed personally to the Customer in a way that allows access to it in the future for a period appropriate to the purposes for which it serves, and for reproducing it in an unchanged form (e.g., an e-mail with a PDF attachment).
CRA – it means the Act of May 30, 2014, on Consumer Rights; CC – the Act of April 23, 1964, the Civil Code.

§3. General provisions and technical requirements

The Terms and Conditions define the rules for using the Store, concluding and performing Sales Agreements, providing Services, and providing Electronic Services. It is the regulations referred to in Article 8 of the Act of July 18, 2002, on the provision of services by electronic means.
The Terms and Conditions apply to all categories of Goods and Services offered in the Store, both currently and in the future, including phones, headphones, smartwatches, tablets, computers, accessories, and repairs of phones and other electronics. Detailed features of a given Good or service are defined by its description in the Store. The purchase of devices from Customers takes place on the terms of a separate Purchase Regulations.
For Service Orders accepted at a stationary point, the Terms and Conditions apply accordingly, excluding provisions concerning only distance contracts, provided that the Customer has been acquainted with them upon acceptance of the Device.
The Terms and Conditions are available free of charge in the Store in a manner allowing for their downloading, saving, and printing. The Seller sends the Terms and Conditions on a Durable Medium along with the confirmation of the agreement conclusion.
To use the Store, the following are required: a device with internet access, an up-to-date web browser with JavaScript and cookies enabled, an active e-mail address, and software for reading PDF files. The Seller does not guarantee the proper operation of the Store on hardware or software that does not meet these requirements.
Using the internet involves typical risks, such as malware, spam, or attempts to steal data. The Customer should use up-to-date software and security measures. The Seller never asks for the password to the account in the Store or bank login details.
The Customer must not provide illegal content or use the Store in a way that is contrary to the law, good practice, the Terms and Conditions, or violates the rights of third parties, in particular, disrupting the operation of the Store, including through automatic data downloading (scraping), mass ordering, or attempts to bypass security.
The Seller is not an authorized service center or authorized reseller of Apple Inc. or other manufacturers, unless expressly stated otherwise for a given Good or service. Names and trademarks of manufacturers (e.g., Apple, iPhone, iPad, Mac, Apple Watch, AirPods) are used only to indicate which device the offer concerns and belong to their owners.
The Seller does not apply the code of good practice referred to in Article 2 point 5 of the Act on Combating Unfair Market Practices.

§4. Services provided by electronic means

The Seller provides the following Electronic Services free of charge in the Store:
1. making the Store's content available, including descriptions of Goods and service price lists – the agreement is concluded upon entering the Store's website and is terminated upon leaving it;
2. Order form – the agreement is concluded upon starting to fill in the form and is terminated upon placing an Order or ceasing to fill in the form earlier;
3. Service Order form, purchase valuation form, and appointment reservation at a stationary point – rules as in letter b;
4. contact form and chat with Store support – the agreement is terminated upon ending the conversation, sending a message, or ceasing to fill in the form;
5. Customer Account – the agreement is concluded for an indefinite period upon the first login with a one-time code sent to the Customer's e-mail address; the Account allows checking the history and status of Orders;
6. newsletter – the agreement is concluded for an indefinite period upon subscription, after the Customer expresses consent to receive commercial information;
7. opinions about Goods and services – the agreement is concluded upon starting to fill in the opinion form and is terminated upon its publication or ceasing to fill in the form;
8. function of withdrawal from the agreement ("Withdraw from the agreement here") – described in §9.
The Customer may at any time, without giving a reason and without cost, terminate the agreement for the provision of any Electronic Service, in particular, delete the Customer Account or unsubscribe from the newsletter by sending a message to kontakt@telefoniki.pl or using the appropriate function in the Store or the link in the message. Deleting an Account does not affect Orders and Service Orders in progress.
The Customer should protect access to the e-mail account to which login codes are sent and immediately notify the Seller of the account takeover by an unauthorized person.
The Seller may terminate the Customer Account agreement with a 14-day notice period for important reasons, in particular, when the Customer violates the Terms and Conditions or legal provisions and, despite a summons, has not ceased the violations. In case of providing illegal content, fraud attempts, or actions threatening the security of the Store, the Seller may block the Account immediately, informing the Customer of the reason.
Complaints regarding Electronic Services, including the operation of the Store, can be submitted to the address kontakt@telefoniki.pl or in writing to the Seller's address. The complaint should include contact details and a description of the problem. The Seller considers the complaint within 14 days of its receipt and responds in the manner in which it was submitted, unless the Customer indicates otherwise.
The Seller may temporarily limit access to the Store due to technical work, maintenance, or failure. The Seller informs about planned interruptions as far as possible in advance.

§5. Orders and conclusion of the Sales Agreement

Information about Goods in the Store, including prices, does not constitute an offer within the meaning of Article 66 of the Civil Code, but an invitation to conclude an agreement within the meaning of Article 71 of the Civil Code. The offer is made by the Customer by placing an Order.
Orders can be placed around the clock, subject to technical breaks. Orders placed on non-working days are processed on the next Working day.
To place an Order, the Customer: adds Goods to the cart, provides the data needed for the execution of the Order (first and last name or company name, delivery address, e-mail, phone number, and in case of a purchase for a company, also NIP), selects the method of delivery and payment, accepts the Terms and Conditions, and then clicks the button meaning the order placement with an obligation to pay (e.g., "Pay now").
Before placing an Order, the Customer sees a summary containing in particular: Goods and their main features, total price with taxes, delivery costs, method of payment and delivery, and the estimated execution time. Until the button is clicked, the Customer can correct data or cancel the Order.
After placing an Order, the Customer receives an e-mail confirming its receipt. Confirmation of receipt is not the acceptance of the Order.
The Sales Agreement is concluded upon receipt by the Customer of an e-mail with confirmation of acceptance of the Order for execution or with information about the shipment of the Goods, whichever occurs first. The Seller sends this confirmation or information about the non-acceptance of the Order within 2 Working days from placing the Order, and in case of advance payment – from booking the payment. The confirmation contains the essential provisions of the agreement as well as the Terms and Conditions and is provided on a Durable Medium.
If the Seller does not accept the Order, they return the received payment immediately, no later than within 3 Working days, using the same method as the one used for payment, unless the Customer agrees to another method not involving costs for them.
The Seller may not accept an Order in particular when: the Good has turned out to be unavailable, the price in the Store is a result of an obvious technical error (para. 11), the data in the Order is incomplete or raises reasonable doubts about the identity of the Customer, or there is a reasonable suspicion of fraud or payment abuse. Before refusal, the Seller may ask the Customer for confirmation of the data.
The Seller may specify the maximum number of pieces of a given Good in one Order or for one Customer, informing about this in the description of the Good or in the cart.
If after the conclusion of the Sales Agreement it turns out that part or all of the Goods are unavailable, the Seller immediately informs the Customer about this. The Customer can choose: execution within a new period, partial execution, or withdrawal from the agreement regarding the unavailable Goods. In case of withdrawal, the Seller returns the payment immediately, no later than within 14 days.
Obvious technical error in price. If after the conclusion of the Sales Agreement it turns out that the price was a result of an obvious technical error (e.g., software failure, price import error, or a mistake in typing the price, such as a skipped digit), and not a pricing decision, promotion, or discount code, and the price is at least 30% lower than the lowest price of this Good from 30 days before the error, the Seller may withdraw from the legal effects of the declaration of intent on the basis of Articles 84 and 88 of the Civil Code. The Seller submits such a declaration immediately after detecting the error and always before handing over the Goods to the carrier or the Customer, indicates the cause of the error, and returns all payments within 5 Working days. The Customer does not bear any costs in this regard. This provision does not limit the Customer's rights resulting from the provisions.
The Customer purchasing as an entrepreneur provides in the Order the NIP and company data. A Customer who is a natural person running a business may declare in the Order whether the purchase has a professional character for them; in the absence of a declaration, the Seller assesses this based on the subject of activity disclosed in the CEIDG.
For every sale, the Seller issues a receipt or an invoice. By accepting the Terms and Conditions, the Customer agrees to receive sales documents in electronic form to the provided e-mail address. Invoices for entrepreneurs are issued in the National System of e-Invoices (KSeF) when required by law; errors in the structured invoice are corrected only with a corrective invoice.

§6. Prices and payments

Prices in the Store are given in Polish zloty and are gross prices (include VAT). Prices do not include delivery costs, which are provided when selecting the delivery method, before placing the Order.
Used and refurbished Goods may be sold under the VAT margin procedure. In such a case, the amount of VAT is not shown on the invoice.
The price is binding at the time of placing the Order. A change in prices in the Store does not affect Orders already placed.
For every information about a price reduction, the Seller also provides the lowest price of the Good applicable in the 30-day period before the introduction of the reduction, in accordance with the Act on informing about prices of goods and services.
The Seller does not personalize prices based on automated decision-making.
Available payment methods are displayed when placing an Order and may depend on the Good, the value of the Order, and the delivery method. Currently, the Seller provides:
1. electronic payments in the Store (e.g., payment card, BLIK), supported by the payment operator indicated during the finalization of the Order;
2. traditional bank transfer to the Seller's account indicated in the Order confirmation;
3. payment upon receipt of the shipment (cash on delivery), in a form supported by the carrier;
4. payment by card, cash, or BLIK upon personal collection at a stationary point.
If the Store makes installments or deferred payment available, their operator is indicated when selecting the payment method. When purchasing on installments or with deferred payment, the Customer concludes a separate agreement with the financing entity, which independently decides on granting financing; the Seller is not a party to this agreement.
In the case of payment by traditional bank transfer, the Customer should pay for the Order within 3 Working days of its placement. Failure to pay within this period means that the Order is not accepted for execution and expires. The day of payment is considered the day of crediting the Seller's account.
Discount codes, gift cards, and promotions are subject to the terms provided upon their announcement. Unless the terms state otherwise, one code can be used for one Order, codes cannot be exchanged for cash, and in case of withdrawal from the agreement, the amount actually paid is returned.
The Seller makes refunds of payments using the same method as the one used by the Customer for payment, unless the Customer expressly agrees to another method not involving costs for them. In the case of cash on delivery or cash payment, the refund is made by bank transfer to the account indicated by the Customer.

§7. Delivery and collection

The Seller delivers Goods within the territory of Poland and abroad, to countries available when selecting the delivery address. The cost of foreign shipping is provided in the cart before placing the Order.
The available delivery methods and their costs are provided in the Store before placing an Order. Currently, these are: InPost Paczkomaty, InPost courier, DPD courier, Polish Post courier with cash on delivery, and personal pickup at the stationary point at ul. Długa 13 in Poznań. For some Orders (e.g., after exceeding a certain value), delivery is free of charge, about which the Customer is informed in the shopping cart.
The time for preparing the Goods for shipment is specified with the Goods and is counted in working days from the conclusion of the Sales Agreement. The delivery time by the carrier is added to this. If no deadline has been specified, the Seller shall release the Goods immediately, no later than 30 days from the conclusion of the agreement.
If the Order includes Goods with different shipping times, the Seller sends them together after completing the entire order, unless they offer the Customer partial shipment at no additional cost.
For high-value Goods, the Seller may require delivery with proof of receipt or verification of the recipient's identity, which they will inform about before placing the Order.
The Customer should check the shipment upon receipt, in a manner accepted for shipments of this type. In case of visible damage or loss, it is recommended to draw up a damage report with the carrier or report the problem in the carrier's application. This facilitates clarifying the matter, but for a Consumer, the lack thereof does not limit their rights.
The risk of accidental loss or damage to the Goods passes to the Consumer at the moment of delivery of the Goods to them. If the Consumer has chosen a carrier outside the Seller's offer, the risk passes at the moment of entrusting the Goods to that carrier.
Personal pickup. The Customer receives an email or SMS that the Goods are ready for pickup and should collect them within 7 days, showing the Order number and, at the Seller's request, also an identity document. The Customer should not share the pickup code with unauthorized persons.
Uncollected shipments. If the Customer does not collect the shipment or the Goods at the point, the Seller calls upon them via email to collect them within an additional period of no less than 7 days, with a warning about the possibility of withdrawing from the agreement. After the ineffective expiry of this period, the Seller may withdraw from the agreement (Art. 491 of the Civil Code) and returns the paid amount to the Customer. The Seller may demand compensation for damage, including reimbursement of the actually incurred costs of unsuccessful delivery and return of the shipment, based on general principles (Art. 494 of the Civil Code). This does not apply to situations where the Consumer has effectively withdrawn from the agreement based on §9.

§8. Used and refurbished goods

All electronic devices offered in the Store are used or refurbished Goods, unless the product description explicitly indicates that it is new. Each such Good is marked in the Store as used or refurbished and has an assigned visual condition class. A description of the condition classes is available in the Store with each product. It is indicated with the product whether the photos show the specific unit or are for illustrative purposes only.
"Refurbished" means that the Good has been checked by the Seller and repaired if necessary. This does not mean that the Good is factory new or refurbished by the manufacturer, unless the description explicitly states so.
The description of a used or refurbished Good includes, in particular: visual condition, battery condition (maximum capacity in percent on the day of inspection), known defects and deviations from factory-new condition, information about replaced parts and whether they are original parts or replacements, information about system messages regarding parts (e.g., "Unknown part" in Apple devices), and any non-functioning features (e.g., True Tone, Face ID), contents of the set, and information about whether the manufacturer's warranty still applies.
Deviations accepted by the Consumer. Features of the Goods deviating from the requirements of conformity with the agreement, described in the "Condition and deviations" section of the product card, are clearly presented to the Consumer before the conclusion of the agreement. Before placing an Order, the Consumer accepts them clearly and separately by marking a separate box in the form. To the extent of such accepted features, the Seller is not liable for the lack of conformity of the Goods with the agreement (Art. 43b sec. 5 of the Consumer Rights Act). An accepted deviation does not exclude liability for other defects.
Used and refurbished devices, including those repaired before sale, may not retain factory resistance to water and dust (e.g., IP67 or IP68). If the product description indicates this, it is a deviation within the meaning of section 4.
Battery capacity decreases during normal use. A drop in capacity after delivery of the Goods, resulting from normal wear and tear, is not a lack of conformity with the agreement. A lack of conformity is, however, a battery condition lower than that stated in the description at the time of delivery or its malfunction.
The Seller ensures that the sold used and refurbished devices: do not have an active activation lock or linkage to a previous user's account (e.g., Apple ID, Google account), are not reported as lost or stolen according to databases available to the Seller, have been restored to factory settings with the deletion of the previous user's data, and do not have a carrier lock (SIM-lock), unless the description indicates otherwise.
§10 applies fully to used and refurbished Goods sold to Consumers. The Seller is liable for the lack of conformity with the agreement for 2 years from the delivery of the Goods, taking into account that the Good is used and has the features described in the product card. The presumption that a lack of conformity existed at the time of delivery does not apply when it cannot be reconciled with the specifics of a used Good or the nature of the defect, particularly with normal wear and tear after delivery (Art. 43c sec. 1 of the Consumer Rights Act).
The Seller provides a 12-month warranty on used and refurbished Goods on the principles of §11. The warranty does not limit the Consumer's statutory rights.

§9. Withdrawal from the agreement

The Consumer and the Entrepreneur with consumer rights may withdraw from an agreement concluded at a distance within 14 days without providing a reason and without incurring costs, except for the costs indicated in this paragraph.
The period is counted:
1. for a Sales Agreement – from the day on which the Consumer or a third party other than the carrier indicated by them took possession of the Goods, and when Goods from one Order are delivered separately – from taking possession of the last of them;
2. for an agreement for the provision of a Service concluded at a distance – from the day of conclusion of the agreement.
To withdraw from the agreement, one must submit an unambiguous statement to the Seller: via the "Withdraw from the agreement here" function available in the Store throughout the withdrawal period, via email to the address kontakt@telefoniki.pl, or in writing to the address from §1 sec. 3. One can use the template provided in Annex No. 1, but it is not mandatory. To meet the deadline, it is sufficient to send the statement before its expiry. The Seller immediately confirms receipt of the statement on a durable medium (by email).
The Consumer returns the Goods to the address ul. Długa 13, 61-850 Poznań immediately, no later than 14 days from withdrawing from the agreement, unless the Seller has offered to collect the Goods themselves. To meet the deadline, it is sufficient to return the Goods before its expiry. The Goods must be secured for transport.
The Consumer bears the direct costs of returning the Goods.
The Seller returns all payments received, including the cost of delivery up to the amount of the cheapest regular delivery method offered in the Store, immediately, no later than 14 days from receiving the statement of withdrawal. The Seller may withhold the refund until receipt of the Goods or proof of their return, depending on which happens first.
The Consumer may check the Goods as they would in a stationary store: unpack them, turn them on, and check their functions. The Consumer is liable for a decrease in the value of the Goods resulting from using them in a manner exceeding what is necessary to determine their nature, features, and functioning, e.g., for scratches, damage, traces of daily use, or missing set elements. In such a case, the Seller may reduce the refunded amount by the value of this decrease, justifying it to the Consumer.
Locks and data in returned devices. Before returning a device, the Consumer should log out of accounts (e.g., Apple ID, Google account), turn off location tracking and activation lock functions (e.g., "Find My iPhone"), remove lock codes, and restore factory settings. If the device returns with an active lock, the Seller will call upon the Consumer to remove it remotely and indicate how to do so. Until the lock is removed, the device is not suitable for resale, which the Seller may consider as a decrease in value in accordance with sec. 7. The Seller deletes data left on the returned device.
The right to withdraw from the agreement does not apply in cases indicated in Art. 38 of the Consumer Rights Act, in particular when the subject of the agreement is:
1. Goods produced according to the Consumer's specification or intended to meet their individualized needs (e.g., a phone case with a custom print or engraving);
2. Goods delivered in a sealed package which cannot be returned after opening for health protection or hygiene reasons, if the package was opened after delivery – only if this was explicitly stated in the Goods description;
3. Goods which, after delivery, by their nature become inseparably combined with other items (e.g., an applied screen protector);
4. a service which the Service Provider performed fully with the express and prior consent of the Consumer, who was informed before the start of performance that after its fulfillment, they would lose the right to withdraw, which they acknowledged.
If the Consumer explicitly requested the start of a Service before the expiry of the withdrawal period and then withdraws from the agreement before its full completion, they pay for the services performed up to the moment of withdrawal, proportionally to their scope, including for parts already installed in the Device.
Upon withdrawal from the agreement, any ancillary agreements concluded with the Seller or with a third party based on an agreement with the Seller (e.g., additional protection or service) expire, without costs for the Consumer other than those indicated in this paragraph.

§10. Liability for conformity of Goods with the agreement and complaints

This paragraph applies to Consumers and Entrepreneurs with consumer rights. Liability towards Entrepreneurs is defined in §17.
The Seller is liable for a lack of conformity of the Goods with the agreement existing at the time of their delivery and revealed within 2 years from that moment, on the principles of Art. 43a–43g of the Consumer Rights Act. It is presumed that a lack of conformity revealed in this period existed at the time of delivery, unless proven otherwise or the presumption cannot be reconciled with the specifics of the Goods or the nature of the lack of conformity.
The Good is in conformity with the agreement if, in particular, it matches the description, has the features, functionality, and durability typical for Goods of this kind, is delivered with accessories and instructions that can be reasonably expected, and in the case of goods with digital elements – also with required updates. The Seller is not liable for features of the Goods clearly and separately accepted by the Consumer in accordance with §8 sec. 4.
If the Good is not in conformity with the agreement, the Consumer may demand its repair or replacement. The Seller may perform a replacement instead of a repair, or a repair instead of a replacement, if the method chosen by the Consumer is impossible or would require excessive costs. If repair and replacement are impossible or would require excessive costs, the Seller may refuse to bring the Goods into conformity with the agreement.
The Consumer may submit a statement on price reduction or withdrawal from the agreement when: the Seller has refused repair and replacement or has not performed them; the lack of conformity persists despite an attempt at repair or replacement; the lack of conformity is significant enough to justify this without prior repair or replacement; or it results from the Seller's statement or circumstances that they will not bring the Goods into conformity within a reasonable time or without excessive inconvenience. One cannot withdraw from the agreement when the lack of conformity is insignificant.
Repair or replacement takes place within a reasonable time and at the Seller's cost, who bears the costs of shipment, labor, and materials. The Consumer makes the Goods available, and the Seller collects them at their own cost, in particular by providing a free shipping label. If the Consumer sends the Goods in another way after agreeing with the Seller, the Seller reimburses the reasonable cost of the shipment.
In the event of a price reduction or withdrawal from the agreement, the Seller returns the due amount immediately, no later than 14 days from receiving the statement, and in the case of withdrawal – from receiving the Goods or proof of their return.
How to file a complaint. A complaint can be filed by email to kontakt@telefoniki.pl, in writing to the address from §1 sec. 3, or in person at the stationary point. To speed up the processing, it is recommended to provide: contact details, the Order number or proof of purchase, a description of the problem and the date it was noticed, a request, and photos or a recording if possible. The lack of this information does not cause the rejection of the complaint.
The Seller responds to a Consumer's complaint within 14 days of its receipt, in writing or on a durable medium. Failure to respond within this time means the complaint has been accepted.
If physical inspection of the Goods is not necessary to consider the complaint, the Seller may limit the process to photos or a recording from the Consumer.
Before sending the device, the Consumer should make a backup of their data and, if possible, turn off the activation lock. Device replacement or some repairs require a factory reset, which deletes data. Provisions of §13 sec. 1–3 apply accordingly.
If the complaint proves to be unfounded, in particular when the fault arose as a result of mechanical damage, liquid contact, or interference by third parties after delivery of the Goods, the Seller returns the Goods at their own cost with a justification and may propose paid repair as a separate Service.
The manufacturer's or Seller's warranty does not exclude, limit, or suspend the Consumer's rights arising from the lack of conformity of the Goods with the agreement. The Consumer chooses which basis they use.

§11. Warranty

New Goods may be covered by a manufacturer's or importer's warranty. The period and conditions of such a warranty are indicated in the Goods description and the warrantor's warranty document. If the Seller is not the warrantor, the Customer directs warranty claims to the warrantor or the service point indicated by them; the Seller assists in making contact upon the Customer's request.
Seller's warranty. The Seller provides a warranty on used and refurbished Goods and on other Goods where this is indicated in the description, for a period of 12 months from the day of delivery of the Goods, within the territory of Poland. The Customer receives the warranty statement on a durable medium no later than the moment of delivery of the Goods.
Under the warranty, the Seller removes defects resulting from reasons inherent in the Goods free of charge, and when repair is impossible or would require excessive costs – replaces the Good with an identical one or one with similar parameters and condition, and when this is not possible – returns the price. The terms of repair and replacement are not less favorable to the Consumer than in the Consumer Rights Act.
The Seller fulfills warranty obligations within 14 days of the Goods being delivered to them, unless a different date has been agreed with the Customer. Transport costs for a justified claim are borne by the Seller.
The warranty does not cover:
1. mechanical, thermal, and chemical damage arising after delivery of the Goods (e.g., cracked screen, dents, bends);
2. effects of contact with liquid or moisture;
3. faults caused by repairs, modifications, or opening of the device by persons other than the Seller, if the fault is their result;
4. faults caused by unofficial software or its modification (e.g., jailbreak, root), use of damaged chargers, or power surges;
5. natural wear and tear, in particular aesthetic changes and battery capacity drop resulting from use; the battery is covered by the warranty if its condition drops below 80% within 6 months of delivery;
6. features of the Goods described in the product card as deviations (§8 sec. 4);
7. data recovery – the warranty covers restoring the device's functionality, not restoring the data saved on it.
To use the warranty, the Customer reports the fault by email to kontakt@telefoniki.pl, providing the Order number and a description of the fault. The Seller provides shipping instructions. If the fault is not covered by the warranty, the Seller returns the Goods free of charge or, with the Customer's consent, performs a paid repair.
The warranty does not exclude, limit, or suspend the Consumer's rights arising from the lack of conformity of the Goods with the agreement, which last for 2 years from the delivery of the Goods (§10). The warranty and statutory liability run in parallel, and the Consumer chooses which one they use.

§12. Service services – order, acceptance of the Device, diagnosis, and valuation

The Service Provider provides Service services for phones and other electronic devices indicated in the Store. A price list of services is available in the Store. Prices marked as "from" are indicative, and the final price is determined in a valuation accepted by the Customer.
The Device can be handed over at the stationary point, via shipment after filling out a form in the Store, or in another way indicated in the Store. Upon shipment, the Service Provider provides instructions and a label; its cost, if charged, is indicated in the price list.
Before handing over the Device, the Customer should: make a data backup, remove the SIM card and memory card, remove cases and accessories, and, if the scope of repair requires it, turn off the activation lock (e.g., "Find My iPhone"). Accessories are accepted only if they are entered into the acceptance confirmation.
The Customer decides whether to provide the Device unlock code. Without the code, the Service Provider may not be able to test all functions before and after the repair. In such a case, the Customer should check the operation of the Device upon receipt or immediately after receiving it.
By placing a Service Order, the Customer declares that they are the owner of the Device or are authorized to commission its repair. The Service Provider may ask for proof of purchase or another document. The Service Provider may refuse to accept a Device whose origin raises reasonable doubts and notify the appropriate authorities. A minor may place a Service Order only with the consent of a legal representative.
Devices with a swollen or damaged battery must not be shipped via carrier. In such a case, the Customer must contact the Service Provider before shipping.
The Customer shall pack the Device in such a way that it does not suffer damage during transport, and each device separately. For high-value Devices, it is recommended to ship with insurance.
Acknowledgment of receipt. Upon receipt of the Device, either at the service point or upon receiving the shipment, the Service Provider shall draw up an acknowledgment of receipt describing the Device (model, IMEI or serial number), its visible condition and damage, accepted accessories, and the reported defect, and may take photographs or a recording. When shipping, the Service Provider shall document the unpacking of the shipment and inform the Customer of any damage discovered that was not reported.
Conclusion of the contract. The contract for the provision of the Service is concluded: at a stationary service point – at the moment of signing the acknowledgment of receipt; for a remote order – at the moment the Customer receives an email confirming the acceptance of the Service order. Repair exceeding the diagnosis is performed only after approval of the valuation (sec. 11).
Diagnosis. The Customer agrees to the inspection of the Device, including opening it, if necessary to determine the defect. The diagnosis typically takes up to 3 working days from the receipt of the Device. The defect diagnosis costs 99 PLN gross, of which the Customer is informed before it begins; this fee does not apply to repairs ordered according to a fixed price from the price list. In the case of a remotely concluded order, by commissioning the diagnosis, the Customer requests its execution before the expiry of the deadline for withdrawal from the contract and acknowledges that after its full execution, they lose the right to withdraw from the contract in this regard.
Valuation. After the diagnosis, the Service Provider shall provide the Customer via email or SMS with a valuation containing: the scope of repair, gross price, type of parts (§14 sec. 2), estimated time, and specific risks and consequences of the repair (§13). The valuation is valid for 14 days. Acceptance of the valuation (via email, SMS, at a service point, or via form) signifies commissioning the repair under its terms. If the Customer orders a repair according to a fixed price from the price list, a valuation is not necessary, unless the diagnosis reveals additional defects.
If during the repair it turns out that a wider scope of work or a higher price is necessary, the Service Provider shall interrupt the work and ask the Customer to accept a new valuation. Without such approval, the Customer shall not bear costs higher than those in the accepted valuation.
If the Customer rejects the valuation or does not respond to it within its validity period, the Service Provider shall return the assembled Device, in a state as close as possible to the state at the time of receipt, subject to §13 sec. 4–5. The Customer shall then pay the diagnosis fee (sec. 10) and the cost of return shipping according to the price list, if they chose return shipping.

§13. Data on the Device and repair risks

The Customer is solely responsible for creating a backup of data before handing over the Device. Some repairs (e.g., motherboard repair, software restoration, device replacement) require data deletion. If this is foreseeable, the Service Provider shall inform about it in the valuation or before performing such an action.
The Service does not include copying or recovering data, unless the Customer orders such a service separately. The Service Provider is responsible for data loss only if it occurred through their fault. If the Customer failed to create a backup despite this information, this shall be taken into account when determining the amount of compensation (Art. 362 of the Civil Code).
The Service Provider uses access to the Device only to the extent necessary for diagnosis, repair, and testing; they do not browse or copy the Customer's content, and individuals performing the services are obliged to maintain confidentiality. For entrepreneurs handing over company devices with personal data, the Service Provider shall conclude a data processing entrustment agreement upon request.
Increased-risk devices. Devices that have been water-damaged, dropped, have a bent or cracked casing, a swollen battery, or have undergone previous repairs by other entities or contain non-original parts may have hidden damage. During their disassembly and repair, further defects may be revealed or arise, or the Device may stop working, despite the Service Provider's exercise of due diligence. The Service Provider informs about the increased risk in the acknowledgment of receipt or in the valuation, and the Customer, by accepting it, acknowledges this risk. The Service Provider is not liable for the consequences of the state of the Device existing before receipt if they acted with due diligence; they are liable for damages caused by their own fault.
Repair of a Device after contact with liquid does not guarantee a permanent effect, as corrosion may progress after the repair. Warranty terms for such repairs are defined in §16 sec. 3.
After opening the Device, factory water and dust resistance (e.g., IP67 or IP68) cannot be guaranteed, even if the Service Provider applies a new seal.
Parts in Apple devices and other manufacturers. Manufacturers may programmatically link parts to a specific device. After replacing a screen, battery, camera, or other parts, the device may display messages such as "Unknown Part" or "Parts History," and some functions may work differently or not at all (e.g., True Tone, battery health reading, Face ID, Touch ID). The Service Provider shall inform in the valuation about possible consequences for a given repair. Such consequences, if presented and accepted, do not constitute a defect in the service. The Service Provider is not liable for changes in part functionality introduced later by the manufacturer in software updates.
Repair by a Service Provider that is not an authorized service center may affect the ability to use the manufacturer's warranty or manufacturer's services (e.g., AppleCare) in accordance with their terms. A Customer whose Device is covered by an active manufacturer's warranty should consider using it before commissioning a repair.

§14. Performance of repairs, parts, and payment

The Service Provider performs the repair within the time specified in the valuation. If parts need to be ordered or the deadline is extended for other reasons, the Service Provider shall inform the Customer of the new deadline. The Customer may then abandon the repair and collect the Device without additional costs, except for the diagnosis fee, if it was performed.
In the valuation or price list, the Service Provider specifies the type of part used:
1. original – a part manufactured by the device manufacturer or on their behalf, new;
2. original refurbished – an original part originating from another device, checked by the Service Provider;
3. replacement – a part from another manufacturer, with parameters that may differ from the original (e.g., screen brightness and color reproduction, battery capacity).
The Service Provider shall return replaced parts to the Customer if the Customer requests this no later than at the time of accepting the valuation, unless the valuation indicates that the part is being turned over to the supplier as part of a settlement. Other parts, including used batteries, are sent for disposal in accordance with regulations.
The Service Provider may entrust the execution of certain specialized tasks (e.g., motherboard repair) to a subcontractor, being responsible for their actions as for their own.
If the repair proves impossible or uneconomical, the Service Provider shall inform the Customer. The Customer may collect the Device according to the rules in §12 sec. 13 or submit a written or email declaration that they resign from the Device and renounce its ownership; in this case, the Service Provider shall hand it over for disposal in accordance with regulations.
For repairs requiring parts to be ordered specifically for the Customer, the Service Provider may request a down payment up to the price of that part, informing about this in the valuation.
The Customer pays the repair price upon collection at the point or before the Device is shipped, in the manner indicated by the Service Provider. Until the payment of the due remuneration, the Service Provider may refrain from releasing the Device (right of retention, Art. 461 of the Civil Code). The cost of returning the Device is specified in the price list.
The Service Provider shall issue a receipt or an invoice for the performed service.

§15. Collection of the Device and uncollected Devices

Upon completion of the repair or withdrawal from it, the Service Provider notifies the Customer via email, SMS, or phone that the Device is ready for collection or shipment.
At a stationary point, the Service Provider releases the Device to the person who presents the acknowledgment of receipt or the collection code, and upon the Service Provider's request, also an identity document. The Customer should protect the acknowledgment and code from unauthorized persons. The Service Provider is not liable for releasing the Device to a person who presented a valid acknowledgment or code, unless they knew or with due diligence could have known that they were not entitled.
Upon collection, the Customer should check the operation of the Device, and in case of shipping – the condition of the shipment in the presence of the carrier or immediately upon its receipt.
The Customer should collect the Device within 14 days of notification. During this time, storage is free of charge.
If the Customer, without a justified reason, does not collect the Device within this period, they remain in default of acceptance of performance (Art. 486 §2 of the Civil Code). From the next day, the Service Provider may charge a storage fee of 5 PLN gross for each day, not exceeding a total of 300 PLN, constituting compensation for storage costs.
After 30 days from the first notification, the Service Provider sends the Customer a second reminder via email and SMS, and if they know their address – also by registered letter, setting an additional collection deadline of no less than 30 days and warning of the consequences from sec. 7.
After the ineffective expiry of the deadline from sec. 6, the Service Provider may deposit the Device in a court deposit at the Customer's expense and claim compensation for the damage resulting from the delay, including payment of remuneration, storage fees, and deposit costs (Art. 486 §1 of the Civil Code).
The Customer may at any time submit a written or email declaration that they resign from collecting the Device and renounce its ownership. In this case, the Service Provider may hand over the Device for disposal in accordance with regulations, after permanent data deletion.

§16. Warranty and service complaints

The Service Provider is liable to the Customer for the proper execution of the Service in accordance with the principles of the Civil Code, including the provisions on liability for defects in work (Art. 638 of the Civil Code). For Entrepreneurs, §17 applies.
Regardless of this, the Service Provider grants a warranty for the performed repair and installed parts, calculated from the date of the Device's release, within the territory of Poland:
1. original parts: 12 months;
2. original refurbished parts and replacements: 6 months;
3. batteries: 6 months;
4. labor for repairs without part replacement: 3 months.
The warranty covers defects of the replaced part and the performed work. It does not cover: defects in other elements that were not repaired; mechanical or thermal damage and consequences of liquid damage occurring after the Device was released; consequences of interference by third parties; consequences described in the valuation and accepted by the Customer (§13 sec. 7); progressing corrosion in Devices repaired after contact with liquid, where the warranty covers only the replaced parts; data loss.
The Service Provider does not provide a substitute device for the duration of the repair, unless the parties agree otherwise.
Complaints about the service or warranty claims can be submitted via email to kontakt@telefoniki.pl, in writing, or at a stationary point, stating the order number and a description of the problem. The Service Provider shall respond within 14 days of receiving the complaint. If the Device is needed for assessment, the Service Provider shall indicate the method of its delivery, and the shipping costs in the case of a justified complaint are borne by the Service Provider.
The warranty does not exclude, limit, or suspend the Consumer's statutory rights. If the regulations provide for more favorable rules for the Consumer, including those resulting from the provisions on the right to repair, those provisions shall apply.

§17. Non-consumer customers

This paragraph applies only to Entrepreneurs, and not to Consumers and Entrepreneurs with consumer rights. In matters not regulated herein, the remaining provisions of the Regulations apply.
The Entrepreneur does not have the right to withdraw from the contract under §9.
The Seller's liability under the warranty for defects in Goods and for defects in performed Services is excluded (Art. 558 §1 of the Civil Code). Entrepreneurs are entitled to rights under the manufacturer's warranty and the Seller's warranty (§11 and §16), if granted.
The Entrepreneur is obliged to examine the shipment upon receipt in the manner customary for shipments of this type and to perform the actions necessary to determine the carrier's liability if they find a loss or damage (Art. 545 §2 of the Civil Code).
Upon handing over the Goods to the carrier, the benefits and burdens associated with the Goods and the risk of their accidental loss or damage pass to the Entrepreneur.
The total liability of the Seller to the Entrepreneur under a given contract, regardless of the legal basis, is limited to the amount paid by the Entrepreneur for the given Good or Service and includes only actual losses. The Seller is not liable to the Entrepreneur for lost profits or for data loss. The limitations do not apply to damage caused intentionally.
The Seller may withdraw from the Sales Agreement with an Entrepreneur within 7 days of its conclusion, but no later than before the Goods are handed over to the carrier, without giving any reason. The Entrepreneur is not entitled to any claims in this regard other than the refund of the amount paid.
Deferred payment terms and other commercial conditions for Entrepreneurs may be set individually in document form.
Disputes with Entrepreneurs shall be settled by the court competent for the Seller's registered office.

§18. Reviews, user content, and reporting illegal content

Reviews of Goods are collected using the Judge.me application. Reviews marked as "verified purchase" come from Customers who placed an Order for a given Good; the Seller ensures this by sending a link to the review form only after the Order has been fulfilled. Reviews without such a mark are not verified for purchase.
The Seller does not post or commission the posting of fake reviews, does not publish sponsored reviews, and publishes both positive and negative reviews. Reviews displayed in the Store from external services (e.g., Trustpilot) are published according to the terms of those services and are not verified by the Seller for purchase.
It is prohibited to post unlawful content or content contrary to the Regulations, in particular: knowingly untrue, offensive or vulgar content, content violating personal rights or intellectual property rights, containing personal data of third parties, advertisements, links to other websites, or malicious software. The Seller may refuse to publish or remove such content, but does not remove reviews only because they are negative.
By posting a review, the Customer grants the Seller a free, non-exclusive license for its publication in the Store and on the Seller's social media channels, with the author marked in the way chosen when posting the review, for the duration of the review's existence in the Store.
Anyone can report content in the Store that they consider illegal by email to kontakt@telefoniki.pl. The report should contain: justification, exact indication of the content (e.g., URL), first and last name, and email of the reporter (except in cases where regulations do not require it), and a statement that the reporter acts in good faith and the information is true.
The Seller confirms receipt of the report, considers it carefully and objectively within 14 days, and informs the reporter of the decision. If the content is removed or restricted, the Seller informs its author of the decision along with justification and possibilities for appeal. Moderation is manual, without automated tools.
The author of the content and the reporter may, within 14 days of receiving the decision, file an appeal to kontakt@telefoniki.pl. The Seller considers it within 14 days. This does not exclude the right to pursue claims before a court.

§19. Out-of-court dispute resolution

The Consumer may use out-of-court methods for handling complaints and pursuing claims, in particular:
1. applying to the provincial inspector of the Trade Inspection for the initiation of mediation;
2. applying to a permanent amicable consumer court at the provincial inspector of the Trade Inspection;
3. obtaining free assistance from a district (municipal) consumer ombudsman or a social organization whose statutory tasks include consumer protection.
The list of entities authorized to conduct out-of-court consumer dispute resolution is available on the website of the Office of Competition and Consumer Protection (uokik.gov.pl).
Participation in out-of-court dispute resolution is voluntary for both parties. If the complaint is not accepted, the Seller will provide the Consumer on a Durable medium with a statement regarding whether they agree to participate in such proceedings.
Disputes with Consumers shall be settled by common courts competent in accordance with the provisions of the Code of Civil Procedure.

§20. Personal data

The controller of the Customers' personal data is the Seller. The principles of data processing, Customers' rights, and information about cookies are determined by the Privacy Policy and Cookies Policy.
Providing data is voluntary but necessary for the conclusion and performance of the contract. Consent to the newsletter is voluntary and can be withdrawn at any time.

§21. Intellectual property

The content in the Store, including texts, descriptions, photos, graphics, logos, and page layout, is protected by copyright or industrial property law and belongs to the Seller or is used under a license. Its copying, distribution, or use on other websites without the Seller's written consent is prohibited, except for permitted personal use.
It is prohibited to systematically download or use the Store's content, including prices and descriptions, using robots or similar tools.

§22. Waste electrical and electronic equipment

The crossed-out wheeled bin symbol on equipment or packaging means that waste equipment must not be thrown away with other waste. Waste equipment must be taken to a collection point.
When selling household equipment, the Seller shall accept used equipment of the same type, performing the same functions, in a quantity not exceeding the sold equipment, free of charge, in accordance with the Act of 11 September 2015 on Waste Electrical and Electronic Equipment. The Customer shall arrange the method of transfer with the Seller.

§23. Final provisions

The applicable law is Polish law. The choice of law does not deprive the Consumer of the protection afforded by the mandatory provisions of the country of their habitual residence.
No provision of these Terms and Conditions excludes or limits the rights of the Consumer and the Entrepreneur with consumer rights resulting from mandatory legal provisions. A provision less favourable to the Consumer than the legal regulations is not binding, and the legal regulations apply in its place.
The Seller may amend these Terms and Conditions for important reasons, in particular in the event of: changes in laws or rulings and decisions of authorities affecting the content of the Terms and Conditions; changes in the scope of Goods, services or functions of the Store; changes in payment methods, delivery or handling of returns and complaints; changes in the Seller's details; the need to prevent abuse or ensure security.
The Seller shall inform about changes to the Terms and Conditions in the Store, and Customers who have an Account or are subscribed to the newsletter – additionally by e-mail, at least 14 days before the changes come into effect. A Customer who does not accept the changes may terminate the agreement for the provision of electronic Services at no cost before they come into effect.
For Orders and service requests placed before the changes come into effect, the Terms and Conditions in force on the date they were placed shall apply.
If any provision of these Terms and Conditions is found to be invalid or ineffective, the remaining provisions shall continue to apply.
The Seller provides previous versions of the Terms and Conditions at the Customer's request.
An attachment to the Terms and Conditions is the model withdrawal form (Attachment No. 1).
These Terms and Conditions are effective from 8 October 2026.

Attachment No. 1 – Model withdrawal form

(this form should be completed and returned only if you wish to withdraw from the contract)

Addressee: SNEAKERS DEPOT sp. z o.o., ul. Długa 13, 61-850 Poznań, e-mail: kontakt@telefoniki.pl

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*) / for the provision of the following service(*):

……………………………………………………

Order or service request number: ………………
Date of conclusion of the contract(*) / receipt(*): ………………
Name(s) of the consumer(s): ………………
Address of the consumer(s): ………………
Account number for the refund (if payment was made via cash on delivery or in cash): ………………
Signature of the consumer(s) (only if this form is sent on paper): ………………
Date: ………………

(*) Delete as appropriate.