Online store regulations are obligatory. The obligation arises directly from the law and specifically from:
* Law of July 18, 2002 on electronic services provision (Journal of Laws 144/2002)
* Consumer Rights Act of May 30, 2014 (Journal of Laws 2014 item 827 with later amendments)
* Civil Code
According to Art. 8, sec. 1 of the Electronic Services Provision Law, an entrepreneur providing electronic services is obligated to establish a service provision regulation. This regulation should specify in particular:
* The scope and conditions of providing electronic services,
* Conditions for entering into and terminating agreements on such services,
* A complaint procedure.
Moreover, the regulation must be provided free of charge to users before entering into an agreement, allowing it to be saved and reproduced during normal operations.
Regulation is essential because it serves several key functions:
1. Protects the seller’s rights – clearly defined transaction rules, delivery, returns, and complaints minimize the risk of disputes with clients.
2. Protects the consumer – consumers know their rights, how they can make purchases, and how to file complaints.
3. Complies with the law – meeting this statutory obligation protects the seller from civil, administrative, or financial liability.
4. Builds trust – transparency in a store’s operating principles positively affects the brand’s reputation and clients’ purchasing decisions.
Although there is no one strict template for regulations, there are essential elements that must be included to meet the requirements of current law and protect the interests of both parties:
1. Seller identification data
2. Definition of terms used in the regulation (e.g., “client”, “user account”, “order”, “product”)
3. Technical conditions for using a store
4. Order placement procedures
5. Prices and payment methods
6. Delivery and shipping costs
7. Right to withdraw from an agreement (refund)
8. Complaints and warranty
Failing to provide or properly constructing regulations can have severe consequences:
* Financial penalties from the Office of Competition and Consumer Protection (UOKiK) for breaching consumer rights, with potential fines up to 10% of annual company revenue
* Invalidating agreements due to non-provision of required information
* Reduced client trust
* Inability to effectively resolve disputes
It’s recommended not to copy regulations from other stores. This approach involves risks such as:
* Violating copyright laws
* Using outdated or inapplicable clauses
* Discrepancies with your business model
* Exposing yourself to legal liability for providing incorrect or misleading information.
The best course of action is to consult a lawyer or use professional services that offer creating legal documents for e-commerce.
