§1. General

1.1. These terms and conditions define the rules for using the Lyofood.com online store available at www.lyofood.com
1.2. The online store is operated by LYOFOOD Sp. z o.o., based in: ul. Zagnańska 97A , 25-558 Kielce, Poland; NIP 6572917872; REGON 361381583 registered in the Register of Entrepreneurs of the National Court Register kept by the District Court in Kielce under KRS number 0000555620
1.3. Contact with the store is possible via:
• Email: info@lyofood.com
• Phone: +48 41 311 11 40

§2. Definitions

2.1. Store – the Lyofood.com online store operating at www.lyofood.com
2.2. Customer – a natural person, legal entity, or organizational unit without legal personality, to which the law grants legal capacity, making a purchase in the Store.
2.3. Consumer – a Customer who is a natural person making a purchase in the Store for purposes not directly related to their business or professional activity.
2.4. Goods – products offered for sale in the Store.
2.5. Terms and Conditions – these terms and conditions.

§3. Products and Pricing

3.1. The products depicted in the photos may vary from the actual products.
3.2. Prices in product descriptions include VAT.
3.3. The price listed next to each product is binding at the time of placing the order by the Customer. The store reserves the right to change product prices, introduce new items, and conduct or cancel promotional campaigns on its pages.
3.4. Shipping costs are not included in the sale price.
3.5. All texts and photos on the Lyofood.com website are protected by copyright. Copying and distributing these materials, using them for commercial purposes, or presenting them on other websites without the company's permission is prohibited.

§4. Purchase Procedure

4.1. Orders in the Store can be placed through the website www.lyofood.com 24 hours a day, 7 days a week.
4.2. To place an order, the Customer selects the Goods, adds them to the cart, and then proceeds to the order form.
4.3. The Customer must provide accurate and complete personal information.
4.4. The Store confirms the order by sending an email to the address provided by the Customer

§5. Payments

5.1. The Store offers the following payment methods:
• Bank transfer - by prepayment of the full value of the order to the store's bank account: BNP Paribas Bank Polska S.A. IBAN: PL21 1750 1110 0000 0000 3883 0783, SWIFT/BIC: PPABPLPK
• Credit/debit card - the payment operator is Stripe Payments Europe, Limited, The One Building, 1 Grand Canal Street Lower, Dublin 2, Co. Dublin, Ireland, Stripe VAT Number IE 3206488LH
• PayPal - the payment operator is PayPal (Europe) S.à r.l. et Cie, S.C.A. 22-24 Boulevard Royal, L-2449 Luxembourg, Numer w rejestrze handlowym: R.C.S. Luxembourg B 118 349, Numer VAT: LU22046007
• with a LYOFOOD Gift Card purchased from the lyofood.com online store or obtained from a third party.
5.2. The Customer must make payment for the order within 3 days from the date of the sale agreement.

§6. Order Processing and Delivery

6.1. Orders are processed on business days.
6.2. The order processing time is from 1 to 2 business days from the moment the payment is credited.
6.3. The delivery cost depends on the chosen shipping method and is provided during the order placement.
6.4. Goods are delivered within the territory of the European Union.

§7. Right of Withdrawal

7.1. The Consumer has the right to withdraw from the contract without providing any reason within 14 days from the day of receiving the Goods.
7.2. The Goods should be returned in an unchanged state unless the change was necessary within the limits of proper familiarization with the Goods.
7.3. To exercise the right of withdrawal, the Customer must return the products at their own expense to the address: Ul. Zagnańska 97A, 25-558 Kielce, Poland
along with the completed return form downloaded from the Returns & Claims page.
7.4. The Customer can use the return form, but it is not mandatory. If the Customer is unable to print the return form, they should include a hand-written statement in the package with the returned products. This statement should contain the following information: name, address, email address, order or invoice number, account number for transfer, and the list of products returned.
7.5. The refund will be made using the same payment method that was used to make the purchase, unless the Customer specifies a different method.
7.6. If another product was added to the purchased goods at a promotional price or as a free product, it must be sent back along with the returned goods.

§8. Complaints

8.1. The Store is obliged to deliver Goods free from defects.
8.2. If the Goods are found to be defective, the Customer has the right to file a complaint for products that do not comply with the contract within three days, starting from the moment the package is opened. The Customer should submit the notice before the expiration of the minimum shelf life or the expiration date in the form of their choice:
a. by filling out the complaint form available online on the Returns & Claims page.
b. by sending or delivering the notification personally to the Store's address: ul. Zagnańska 97A, 25-558 Kielce, Poland.
c. by sending the notification to the email address: ak.quality@lyofood.com
d. verbally in the Store's office or by phone: +48 41 311 11 40

In the case of notifications mentioned in b) and c), customers can use the complaint template, but it is not obligatory.

8.3. A Customer with consumer rights may provide any other unequivocal notice, including:
• the complainant's name and address
• details of the products being complained about (name, serving size, lot number)
• a photo (if possible), a description of the issue and when the defect was first noticed, as well as, if applicable, any relevant circumstances supporting the complaint
• the complainant's request
• the date of the complaint
• consent for data processing if the notice is sent via email
8.4. The Store will review the complaint within 14 days from the date of its submission.

§9. Personal Data Protection

9.1. The administrator of the Customers' personal data is Lyofood sp. z o.o.
9.2. Customers’ personal data are processed for the purpose of fulfilling orders and, with their consent, for marketing purposes.
9.3. The Customer has the right to access their data and correct it.
9.4. Detailed rules for personal data protection can be found in the Privacy Policy available on the website.

§10. Final Clauses

10.1. In matters not covered by these Terms and Conditions, the provisions of Polish law, in particular the Civil Code and the Law on Consumer Rights shall apply.
10.2. The Store reserves the right to amend the terms and conditions. Changes will be published on the Store's website.
10.3. These terms and conditions come into effect on 2024.11.01.

Terms and Conditions valid until 2024.10.31 are available here: