Terms & Conditions

Terms and Conditions

Nat-Lab Sp. z o.o. | natlabstore.com

Last updated: 26 May 2026

1. General Provisions

1.1 These Terms and Conditions ("Terms") govern all purchases made through natlabstore.com ("Store"), operated by Nat-Lab Sp. z o.o. ("Seller" / "we" / "us"), registered at ul. Prezydenta Gabriela Narutowicza, 20-016 Lublin, Poland, NIP: 9462750361, KRS: 0001156717.

1.2 These Terms apply exclusively to consumers - natural persons who purchase goods for purposes outside their trade, business, or profession - acting through the Store.

1.3 By completing a purchase, you confirm that you have read, understood, and accepted these Terms. Acceptance creates a binding legal agreement between you and Nat-Lab Sp. z o.o.

1.4 These Terms are governed by Polish law, in particular: the Act of 30 May 2014 on Consumer Rights (Dz.U. 2014 poz. 827, as amended), the Act of 23 April 1964 - Civil Code, and applicable EU consumer protection directives including Directive 2011/83/EU.

1.5 If any provision of these Terms conflicts with mandatory provisions of applicable law, that provision shall be deemed replaced by the applicable mandatory legal requirement. The remainder of the Terms shall remain in full force.

2. Products and Information

2.1 All products offered in the Store are cosmetic products within the meaning of Regulation (EC) No 1223/2009 of the European Parliament and of the Council.

2.2 Product descriptions, ingredient lists, prices, and images are provided for informational purposes. We take reasonable care to ensure their accuracy. Minor discrepancies in color or appearance due to photography lighting or screen calibration do not constitute product defects.

2.3 We reserve the right to modify the product assortment, descriptions, and prices at any time without prior notice. Such changes do not affect orders that have already been confirmed.

3. Prices and Taxes

3.1 All prices are displayed in the currency shown at checkout and include applicable VAT (Polish standard VAT rate: 23% for cosmetics), unless expressly stated otherwise.

3.2 The total price shown at checkout - including product price and applicable shipping costs - is the final amount you will be charged.

3.3 We reserve the right to change prices at any time. The price applicable to your specific order is the price displayed at the time you receive the order confirmation.

4. Ordering Process and Contract Formation

4.1 To place an order, select the desired products, proceed to checkout, provide your details and payment information, and click the order confirmation button ("Place Order" or equivalent). This constitutes a binding purchase offer from you.

4.2 A sales contract is formed when we send you an order confirmation email to the address you provided. Until that moment, no contract exists and we are not obliged to supply the goods.

4.3 We reserve the right to decline or cancel any order in the following cases: product unavailability, payment failure, reasonable suspicion of fraud or order manipulation, or material pricing errors. We will notify you promptly. If payment has been taken, a full refund will be issued without delay.

4.4 You are solely responsible for ensuring that all order details - particularly the shipping address and email address - are accurate and complete. We are not liable for non-delivery or delivery failure caused by incorrect information provided at checkout.

5. Payment

5.1 Full payment is required at the time of placing your order. We do not process, prepare, or ship orders until payment is successfully confirmed.

5.2 We accept the following payment methods: Visa, Mastercard, American Express, Maestro, UnionPay, Shop Pay, Apple Pay, Google Pay, Bancontact, BLIK, and Klarna.

5.3 All payments are processed securely by Shopify Payments (Shopify Inc.). We do not store or have access to your full payment card data. Shopify Payments is PCI DSS Level 1 certified.

5.4 If you choose to pay with Klarna, Klarna's own terms and conditions apply to the financing arrangement. We are not party to Klarna's credit decisions and bear no responsibility for any Klarna-related financing terms or outcomes.

5.5 In the event of a payment failure, your order will not be processed. You will be notified and may retry with an alternative payment method.

6. Delivery

6.1 We dispatch orders within 2 business days of payment confirmation. Business days are Monday to Friday, excluding Polish public holidays.

6.2 Estimated delivery times after dispatch are set out in our Shipping Policy (available on the Store). These estimates are provided by the carrier and are not guaranteed. We are not liable for carrier delays beyond our control.

6.3 We deliver within Poland via InPost (parcel lockers and courier) and DPD. We deliver to other EU member states via DPD.

6.4 Risk of loss and damage passes to you upon delivery to your address or, for InPost parcel locker delivery, upon your collection of the parcel from the designated locker.

6.5 If you select InPost parcel locker delivery, you are responsible for collecting the parcel within the carrier's stated collection window (typically 48 hours). Parcels not collected within this window will be returned to us. The cost of re-dispatching the order in such cases is borne by you.

7. Right of Withdrawal

7.1 You have the right to withdraw from this contract within 14 calendar days of the day on which you, or a third party designated by you other than the carrier, takes physical possession of the goods, without providing any reason, pursuant to Art. 27 of the Polish Act on Consumer Rights (implementing EU Directive 2011/83/EU).

7.2 Full details of the withdrawal procedure, the conditions applicable to returned goods, refund terms, and the model withdrawal form are set out in our separate Right of Withdrawal Policy, which forms an integral part of these Terms.

8. Statutory Warranty (Rekojmia)

8.1 We are liable for defects in goods sold pursuant to Art. 556-576 of the Polish Civil Code (implementing Directive (EU) 2019/771 on the sale of goods).

8.2 A defect exists where the product does not conform to the contract at the time of delivery - in particular, where it is not fit for its intended purpose, does not have the properties that a product of that type should have, or has been delivered in an incomplete state.

8.3 Where a defect is identified, you are entitled to: (a) request repair or replacement; (b) request a price reduction; or (c) withdraw from the contract, where the defect is material. We will select the most appropriate remedy in the circumstances.

8.4 Claims under the statutory warranty must be submitted to hello@natlabstore.com with a description of the defect, photographic evidence where applicable, and proof of purchase (order number). We will respond within 14 calendar days of receiving the claim.

8.5 The statutory warranty period is 2 years from the date of delivery.

9. Complaints

All complaints regarding orders, products, or service should be directed to hello@natlabstore.com. We undertake to respond within 14 calendar days. Complaints should include: your name, order number, a description of the issue, and any supporting documentation.

10. Out-of-Court Dispute Resolution

10.1 As a consumer in the European Union, you have the right to use the European Commission's Online Dispute Resolution (ODR) platform for resolving disputes arising from online contracts: https://ec.europa.eu/consumers/odr.

10.2 In Poland, you may also contact: (a) the relevant Municipal or County Consumer Ombudsman (Rzecznik Praw Konsumenta); (b) the Trade Inspection Authority (Inspekcja Handlowa); or (c) regional consumer arbitration courts (stale sady polubowne przy WIIH). Use of out-of-court dispute resolution is voluntary.

11. Limitation of Liability

11.1 Our liability to consumers is not excluded or limited beyond what is permitted by mandatory provisions of Polish and EU consumer protection law.

11.2 We are not liable for: (a) damages resulting from force majeure events (including natural disasters, pandemics, strikes, or government actions); (b) carrier delays or losses where the carrier bears responsibility; (c) losses caused by incorrect or incomplete information provided by the customer at checkout.

12. Intellectual Property

All content on natlabstore.com, including but not limited to text, images, brand names, logos, product descriptions, and site design, is owned by or licensed to Nat-Lab Sp. z o.o. Unauthorized copying, reproduction, distribution, or commercial use of any content is prohibited without our prior written consent.

13. Amendments to These Terms

We reserve the right to amend these Terms at any time. Amended Terms will be published on this page with a revised date. Changes apply only to orders placed after the amended Terms are published. The version in force at the time of your order governs that transaction.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of Poland. For consumers, mandatory consumer protection provisions of the consumer's country of residence apply to the extent they afford greater protection. Any disputes not resolved out of court shall be submitted to the competent Polish courts, without prejudice to your rights under mandatory provisions of the law of your country of habitual residence.