§1. Seller Details and Contact

Seller / Store Operator: PRIME SALES LOGISTICS SP. Z O.O., with its registered office at: Kalwaryjska 69 / 9, 30-504 Kraków, Poland, entered in the Register of Entrepreneurs of the National Court Register (KRS) under KRS number: 0001156925, NIP: 6793323160, REGON: 540947253.

Operational contact: E-mail: info@theprimexo.com, Phone: 506 634 324

The online store accepts orders 24 hours a day, 7 days a week, while order processing takes place on business days. Shipping is carried out from the Seller’s own warehouse located at the address of the company’s registered office.

Correspondence and return/complaint address: Kalwaryjska 69 / 9, 30-504 Kraków, Poland, marked “Prime XO – Return/Complaint”.

The Seller carries out sales within Europe. Orders from individual countries may be fulfilled only after prior contact by e-mail and individual agreement of the terms.

§2. Definitions

• Consumer – a natural person who concludes a legal transaction with the Seller that is not directly related to their business or professional activity.
• Entrepreneur with consumer rights – a natural person conducting business activity registered in CEIDG who concludes a contract directly related to their business activity, but which is not of a professional nature for them; selected provisions concerning consumers apply to this person.
• Customer – any person who places an order or uses the store’s electronic services.
• Store / Service – the theprimexo.com website through which the Customer can review the offer, place orders and use electronic services.
• Product – a movable item offered in the store. Product descriptions, photos and technical parameters are for information purposes and are intended to make selection easier.
• Order – the Customer’s declaration of will leading to the conclusion of a distance sales contract on the terms set out in these Terms and Conditions.
• Price – the value expressed in euros (EUR), generally including VAT, unless otherwise indicated for the product.
• Payment – a cashless payment made through the payment provider Montonio Finance UAB (in particular Visa and Mastercard payment cards and fast online payment methods made available by the provider). All payments are made in EUR. The store does not accept cash payment or cash on delivery.
• Delivery – the transport of goods to the Customer, usually carried out by a DHL courier to the address indicated in the order.
• Complaint – a notification of the non-conformity of the product with the contract or other rights to which the Customer is entitled under the law and these Terms.
• Right of withdrawal – the right of the Consumer and the Entrepreneur with consumer rights to withdraw from the contract within 14 days without giving any reason.
• Electronic services – store functionalities, including the customer account, shopping cart, contact forms and newsletter.

§3. Scope of Activity and Reliability of Information

The online store conducts retail sales of the products on offer via the website. The range includes goods for everyday use, presented in the descriptions on the store’s website.

The purpose of the store’s activity is to provide customers with convenient and secure online shopping for products. All transactions are processed in accordance with applicable law and the principles of reliable customer service.

The Seller carries out sales throughout Europe, and orders from individual countries may be fulfilled individually after prior agreement of the terms with the store’s support team.

§4. Price Transparency, Promotions and Presentation of the Offer

Prices are stated in EUR and include – unless otherwise indicated – VAT. In the shopping cart and at checkout, delivery costs and the total amount payable are shown separately. In the case of price reductions, the Seller provides the information required by law, including the lowest price of the 30 days preceding the promotion, where applicable. Marketing communications are of an informational nature; the binding elements are the content of the product page, these Terms and Conditions and the order confirmation.

§5. Conclusion of the Contract – Order Steps

1. Add the product to the cart and go to checkout.
2. Select the delivery method (DHL) and the payment method (Montonio – including Visa, Mastercard and methods made available by the operator).
3. Enter the data required to complete the order and accept the Terms and Conditions as well as the Privacy Policy and Cookie Policy.
4. Authorize the payment. After successful authorization, the Customer receives a confirmation by e-mail.
5. Processing and shipping of the order. The Seller informs the Customer of status changes by e-mail.

The contract is deemed concluded at the moment the Seller confirms acceptance of the order by e-mail. If the payment is not confirmed, the order may be automatically cancelled.

§6. Electronic Services and Customer Account

The store offers electronic services such as the order form, registration and logging into the customer account, adding reviews and the newsletter. The account allows viewing of the order history and address data.

The user may delete the account at any time by contacting the store’s support team or via a function available in the panel, if provided.

It is prohibited to publish unlawful content or content that infringes personal rights, copyright or good morals. The Seller may refuse publication or remove content that violates these Terms and Conditions or the law.

§7. Business Hours, Contact and Responses

The customer service office is open on business days. Inquiries are handled in order, usually within 1-2 business days.

§8. Product Content and Parameters

The Seller strives to keep product descriptions, photos and technical parameters reliable and up to date. Minor deviations resulting from the individual characteristics of the materials, the production process or display settings are permissible.

If in doubt about the properties of a product, its dimensions, use or manner of use, the Customer may contact the Seller before placing an order.

The products offered in the store are intended for their intended use, unless otherwise stated in the description.

§9. Payment Methods – Montonio

Payment processing: Customers can pay by Visa and Mastercard debit or credit card, as well as fast online payment methods made available by the operator.

All online payments are processed in euros (EUR) through the payment provider Montonio Finance UAB. It is not possible to pay in cash, by ordinary bank transfer or by cash on delivery.

Security: Transactions are encrypted, and the payment system supports security standards for electronic payments, including 3-D Secure. Payment card data is not stored or processed by the store, but exclusively by the payment service provider.

After payment has been made, the transaction is automatically authorized. In the event that authorization is refused by the bank or card issuer, the order may be cancelled. Refunds are made using the same payment method used to pay for the order, unless the law or individual arrangements provide otherwise.

§10. Delivery and Shipping – DHL

Shipping service provider: DHL.

Dispatch: Orders are usually prepared within 3-5 business days.

Processing time: the total estimated delivery time, including preparation and transport, is usually about 5-9 business days. In exceptional cases, this time may be extended.

Shipment tracking: After the parcel has been dispatched, the Customer receives a tracking number that allows monitoring of the delivery status.

The store sells exclusively online; personal collection is currently not possible.

§11. Withdrawal from the Contract (14 days)

The Consumer and the Entrepreneur with consumer rights may withdraw from the contract within 14 days of receiving the goods without giving any reason. To meet the deadline, it is sufficient to send the declaration before the deadline expires.

Return Costs: the direct cost of returning the goods is borne by the Customer. After notification, the Seller provides instructions for further steps. The Customer returns the product using a carrier of their choice, at their own expense.

Condition of the goods: The Customer is liable for any decrease in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

The refund is made no later than 14 days after receipt of the return or proof of its shipment, using the same payment method, unless otherwise agreed.

The right of withdrawal may not apply in the cases specified in the applicable legal provisions, in particular for goods made to the Customer’s specifications.

§12. Exchange

The Shop does not offer exchanges of goods. A Customer who wishes to receive a different variant of a product may exercise the right of withdrawal (§11) and place a new order. This does not limit the Customer’s rights arising from the lack of conformity of the goods with the contract (§13).

§13. Liability for Defects and Conformity of Goods with the Contract

The Seller is liable for the conformity of the goods with the contract towards consumers and entrepreneurs with consumer rights in accordance with the rules of the applicable legal provisions. In the event of non-conformity with the contract, the Customer may demand repair or replacement and – in the cases provided for by law – a price reduction or withdrawal from the contract.

Submission: A complaint can be submitted via the complaint form, by e-mail or by post. The notification should describe the non-conformity or defect and – if possible – include photos and the order number.

Return in the event of a complaint: The costs of return in the event of a complaint are borne by the Seller. Instructions for returning the product are provided by the store’s support team.

Deadline: Complaints are usually processed within up to 14 calendar days of receipt of the complaint or the product, unless the law provides otherwise.

With respect to entrepreneurs who are not entrepreneurs with consumer rights, the Seller’s liability may be limited to the extent permitted by law.

§14. Temporary Unavailability, Errors and Limitation of Liability

Despite all due care, temporary technical disruptions, carrier delays or obvious clerical errors may occur, including in prices. In the event of an obvious price error, the Seller will contact the Customer and offer to continue the order at the correct price or cancel it free of charge. The Seller is not liable for indirect damages, lost profits or delays resulting from force majeure, subject to liability that cannot be excluded under the law.

§15. Manufacturer’s Warranty

If a manufacturer’s or dealer’s warranty is granted for a specific product, information about its scope and duration is included in the product description or in the warranty document. The warranty is voluntary and independent of the Customer’s statutory rights arising from the non-conformity of the goods with the contract.

§16. Taxes, Sales Documents and E-Invoices

For each purchase, the Seller issues an appropriate sales document. With the Customer’s consent, the document may also be delivered electronically. The data for the sales document must be provided correctly no later than when placing the order.

§17. Data Protection, Cookies and Marketing Consents

The rules for processing personal data are described in the Privacy Policy, and the rules for the use of cookies and similar technologies in the Cookie Policy. Marketing and analytical consents are generally voluntary and may be changed by the user at any time in the cookie settings or in another provided manner.

§18. Technical Requirements and Rules for Using Electronic Services

To use the store, a device with internet access, an up-to-date web browser, an active e-mail address and – where necessary – cookie support are required. Activities that destabilize the service, infringe the rights of third parties or violate good morals are prohibited. The Seller reserves the right to moderate and block accounts that violate the law or these Terms.

§19. Methods of Out-of-Court Dispute Resolution

The Seller offers a complaint procedure and encourages the amicable settlement of disputes. The Consumer may, among other things, use the assistance of municipal or district consumer ombudsmen and permanent amicable consumer courts at the Trade Inspection, in accordance with the currently applicable regulations.

§20. Changes to the Terms and Conditions and Validity

This version of the Terms and Conditions is valid from 2 July 2026. Changes to the Terms and Conditions may be made for important reasons, in particular due to changes in the law, technical changes or changes to the payment and delivery methods. For contracts concluded before the change, the terms in force at the time of the order apply.

§21. Final Provisions and Contact

In matters not regulated herein, Polish law applies, in particular the Civil Code and consumer protection regulations. These terms do not exclude or limit the rights to which the Consumer is entitled under mandatory legal provisions. In all matters, the Seller can be contacted at: info@theprimexo.com or by phone: 506 634 324

Company Details

PRIME SALES LOGISTICS SP. Z O.O.
Kalwaryjska 69 / 9
30-504 Kraków, Poland
NIP: 6793323160
KRS: 0001156925
REGON: 540947253
E-mail: info@theprimexo.com
Phone: 506 634 324