Cancellation policy

Purchase Cancellation Policy

Store: touchdisplays.store Seller: Krzysztof Hoffmann IT, Szafranowa 14/2
55-080 Kąty Wrocławskie Poland Tax ID (NIP): PL8961428134 · Contact: orders@touchdisplays.store

1. Scope

This policy sets out how orders placed at touchdisplays.store may be cancelled, and how consumers may withdraw from a distance sales contract.

It does not cover warranty claims for defective goods — those are described in our separate Warranty and Complaints Policy.

2. Definitions

Customer — any party placing an order in the store.
Consumer — a natural person purchasing goods for purposes outside their trade, business or profession.
Sole trader treated as a consumer — a natural person running a registered sole proprietorship, where the purchase is not of a professional character for them, in particular judged by the scope of business declared in the Polish CEIDG register. Under Polish law such a buyer has the same cancellation rights as a consumer.
Business customer (B2B) — all other companies, partnerships and institutions.
Standard order — an order for goods held in the seller's stock.
Special order — an order for goods sourced at the customer's individual request: a model outside the stock range, a wholesale quantity, or a panel manufactured to the customer's specification.

3. Cancelling an order before dispatch

3.1. Any customer may cancel a standard order without giving a reason, as long as the parcel has not yet been handed over to the carrier.

3.2. To cancel, send an email to orders@touchdisplays.store with the order number in the subject line.

3.3. The seller confirms the cancellation within one business day. An order is cancelled only once that confirmation has been sent.

3.4. If the order has already been dispatched, it can no longer be cancelled. Consumers may instead exercise the right of withdrawal described in Section 4; alternatively, the parcel may be refused on delivery.

3.5. Cancellation of special orders is governed by Section 6.

4. Consumer right of withdrawal

4.1. Consumers and sole traders treated as consumers may withdraw from a distance sales contract within 14 days, without giving a reason and without incurring costs other than those listed in Section 4.6. The seller applies this right to all consumer customers, regardless of the country of delivery.

4.2. The period runs from the day on which the customer, or a third party indicated by them other than the carrier, takes physical possession of the goods. Where an order covers multiple items delivered separately, it runs from possession of the last item.

4.3. Sending the statement of withdrawal before the deadline expires is sufficient to meet it. The statement may be submitted:

by email to orders@touchdisplays.store,
in writing to the seller's address,
using the model form attached to this policy (use of the form is optional).

4.4. The goods must be returned without undue delay and no later than 14 days after the statement of withdrawal is sent.

4.5. The customer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. For touch panels this includes in particular: removal of the protective film from the active surface, bonding the panel to a display or enclosure, cutting or creasing the FPC tail, and damage to the terminals.

4.6. Costs borne by the customer:

the direct cost of returning the goods,
the difference in delivery cost, where the customer chose a delivery method more expensive than the cheapest standard method offered by the store.

5. Exclusions from the right of withdrawal

The right of withdrawal does not apply to contracts for:

5.1. non-prefabricated goods manufactured to the customer's specification or clearly personalised to their individual needs — this covers panels produced in a non-standard size, with a non-standard FPC tail, or with custom printing;

5.2. sealed goods that are not suitable for return for health protection or hygiene reasons, once the seal has been broken;

5.3. digital content not supplied on a tangible medium, where performance has begun with the customer's express consent.

Note: simply sourcing a standard catalogue panel from the supplier to fulfil a particular order does not amount to manufacturing to the customer's specification and does not exclude a consumer's right of withdrawal.

6. Special and wholesale orders (B2B)

6.1. Business customers other than sole traders treated as consumers have no statutory right of withdrawal from a distance contract.

6.2. Special and wholesale orders are fulfilled on the basis of a separate order confirmation (proforma invoice) specifying the model, quantity, price, payment terms and lead time.

6.3. Standard payment terms for wholesale orders: 50% deposit on placing the order, the remaining 50% before dispatch, unless the order confirmation states otherwise.

6.4. Cancellation of a special order:

before the order is placed with the supplier — free of charge; the deposit is refunded in full;
after the order is placed with the supplier but before shipment from the factory — the seller refunds the deposit less documented costs incurred up to the date of cancellation (supplier charges, freight, customs duties, bank fees);
after shipment from the factory — cancellation is not possible and the customer remains liable for the full order value.

6.5. The deposit referred to in Section 6.3 is an advance payment and not an earnest deposit within the meaning of Article 394 of the Polish Civil Code, unless the order confirmation expressly states otherwise.

7. Cancellation by the seller

7.1. The seller may cancel an order in whole or in part where:

the goods are unavailable from the supplier, or their delivery date has been materially delayed;
the price or description of the goods contained an obvious error;
payment has not been credited within 7 days of the order being placed (applies to prepayment orders);
delivery to the given address is impossible or subject to export restrictions;
there is a reasonable suspicion of payment fraud.

7.2. The seller notifies the customer of any cancellation by email without undue delay, stating the reason. Any payments received are refunded in full within 14 days.

7.3. Before cancelling for the reasons in the first two indents of Section 7.1, the seller may offer substitute goods, a revised lead time or a price adjustment. The customer is under no obligation to accept such an offer.

8. Refunds

8.1. Refunds are made within 14 days of receipt of the statement of withdrawal, or of confirmation that an order has been cancelled.

8.2. The seller refunds using the same means of payment the customer used, unless the customer has expressly agreed otherwise. In no case is the customer charged a fee for the refund.

8.3. In the case of withdrawal, the seller may withhold the refund until the goods have been received back, or until the customer supplies proof of return, whichever comes first.

8.4. For international payments, currency conversion costs and intermediary bank charges are borne by the party whose bank applies them.

9. Return address

Returns should be sent to:

Krzysztof Hoffmann IT
Szafranowa 14/2 
55-080 Kąty Wrocławskie
Poland

Cash-on-delivery parcels will not be accepted. Before returning goods from outside the European Union, please contact us by email to agree the shipping method and to have the parcel declared as returned goods. This avoids a second customs clearance and import VAT being charged on goods that have already been paid for.

10. Contact

All cancellation and return matters are handled at orders@touchdisplays.store. We reply within one business day.

11. Changes to this policy

The seller reserves the right to amend this policy. Orders placed before an amendment takes effect remain governed by the version in force at the time the order was placed.

12. Governing law

Contracts concluded through touchdisplays.store are governed by Polish law. This does not deprive a consumer of the protection afforded by mandatory provisions of the law of their country of habitual residence.

Annex — model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

To: Krzysztof Hoffmann IT, orders@touchdisplays.store

I/We (*) hereby give notice that I/we (*) withdraw from the contract of sale of the following goods:

.......................................................................................

Order number: .................................... Date of contract / date of receipt of goods: .................................... Name of consumer(s): .................................... Address of consumer(s): .................................... Bank account for the refund: ....................................

Signature (only if this form is submitted on paper): ....................................

Date: ....................................

(*) delete as appropriate

Legal basis: the Polish Consumer Rights Act of 30 May 2014 and the Polish Civil Code of 23 April 1964, implementing Directive 2011/83/EU on consumer rights.