RETURN AND REFUND POLICY

B2B COMMERCIAL TERMS

frostbox.pl
Version: 14 January 2026

1. DEFINITIONS AND SCOPE OF APPLICATION

1. This Return and Refund Policy (hereinafter: "Policy") sets forth the rules for filing and processing complaints and the conditions for any returns in connection with transactions concluded through the frostbox.pl website.

2. Definitions:

• a) "Seller" or "FIFO" — FIFO Prosta Spolka Akcyjna with registered office in Wroclaw (50-328), ul. Kanonia 9, Poland, Tax ID (NIP): 8982295483, Statistical Number (REGON): 525881729, National Court Register (KRS): 0001047768
• b) "Customer" or "Buyer" — a business entity (entrepreneur) making a purchase through frostbox.pl in connection with its business or professional activity
• c) "Product" — cold room, freezer room, refrigeration unit or other goods offered through frostbox.pl
• d) "Custom Product" — a Product manufactured according to Customer specifications, including in particular: rooms with non-standard dimensions, rooms with individual configuration, component sets selected for specific applications
• e) "Specification" — a document defining the technical parameters of the Product, accepted by the Customer before placing an order
• f) "Order" — the Customer's declaration of intent submitted through frostbox.pl, constituting an offer to conclude a sales contract

3. This Policy applies exclusively to B2B (business-to-business) transactions. The frostbox.pl website is intended for professional customers — entrepreneurs acquiring Products in connection with their business activity.

4. Placing an Order through frostbox.pl requires providing a Tax ID (NIP/VAT number) and confirming business status. The Seller reserves the right to verify the Customer's status before Order fulfilment.

2. NATURE OF PRODUCTS AND ORDER PROCESS

1. All Products offered through frostbox.pl constitute Custom Products within the meaning of Article 38(3) of the Polish Consumer Rights Act of 30 May 2014, i.e., non-prefabricated goods manufactured according to customer specifications or serving to satisfy individualized needs.

2. The order process comprises the following stages:

• a) Customer defines Product parameters (dimensions, operating temperature, location, additional equipment)
• b) Seller prepares technical Specification and price quotation
• c) Customer reviews and accepts the Specification
• d) Customer places Order and makes payment (or agrees payment terms)
• e) Seller commissions Product manufacture according to Specification
• f) Product is delivered to Customer
• g) Customer takes delivery of Product and signs Delivery Acceptance Protocol

3. Acceptance of the Specification by the Customer constitutes:

• a) confirmation that Customer has reviewed the technical parameters of the Product
• b) confirmation that the Product meets Customer's needs and requirements
• c) confirmation that Customer possesses technical knowledge necessary to assess Product suitability or has consulted appropriate specialists
• d) acceptance of this Policy

4. The Seller provides the Customer before Order placement with:

• a) complete technical documentation of the Product
• b) component data sheets
• c) information on operating conditions
• d) opportunity for telephone or email consultation with the technical team

3. EXCLUSION OF RIGHT TO RETURN

KEY PROVISION: The Customer has no right to return the Product or withdraw from the contract after placing an Order, except in cases expressly specified in this Policy.

1. The right to return the Product and withdraw from the sales contract is excluded for the following reasons:

• a) Products constitute goods manufactured according to customer specifications (Article 38(3) of the Consumer Rights Act)
• b) Customer is an entrepreneur and the transaction is B2B — consumer protection provisions do not apply
• c) Product manufacture commences upon Specification acceptance and Order placement
• d) Products are manufactured individually and cannot be resold to another Customer

2. The exclusion of the right to return applies in particular to the following situations:

• a) change of Customer's decision after Order placement
• b) change in Customer's business circumstances (e.g., investment cancellation, location change)
• c) incorrect specification of parameters by Customer (if Product conforms to Specification)
• d) Product unsuitability for conditions not communicated to the Seller by Customer
• e) subjective assessment that the Product does not meet expectations

3. After commencement of Product manufacture, the Customer is obligated to:

• a) take delivery of the Product within the agreed timeframe
• b) pay the full price in accordance with Order terms
• c) cover storage costs in case of delayed collection (EUR 50 net for each commenced week of delay)

4. In case of refusal to take delivery of the Product by Customer without justified cause, the Seller is entitled to:

• a) claim the full Product price together with statutory interest for delay
• b) charge Customer with storage, transport and insurance costs

c) sell the Product to a third party and charge Customer with the price difference (if sale price is lower)

4. ORDER CANCELLATION

1. The Customer may cancel an Order only before commencement of Product manufacture, i.e., within 24 hours of Order placement, provided that the Seller has not yet commissioned production.

2. Order cancellation requires written form (email to [email protected]) and is effective upon confirmation by the Seller.

3. In case of Order cancellation after commencement of production, the Customer is obligated to pay:

• a) 100% of the value of materials ordered or produced for the Order
• b) labour costs proportional to the degree of production progress
• c) minimum 30% of Order value as compensation for lost profits

4. The Seller shall provide the Customer with a detailed cost statement within 14 days of Order cancellation.

5. COMPLAINTS AND WARRANTY

1. The Seller bears liability for physical defects of the Product on the terms set forth in this section. The parties mutually exclude application of the Polish Civil Code provisions on statutory warranty (rękojmia) to the extent permitted by law (Article 558 § 1 of the Civil Code).

2. The Seller is liable for physical defects of the Product that:

• a) existed at the time of transfer of risk to the Customer (moment of delivery acceptance)
• b) result from causes inherent in the Product at the time of delivery
• c) consist of non-conformity of the Product with the Specification

3. The Seller is NOT liable for defects resulting from:

• a) improper assembly or installation performed by Customer or third parties
• b) use inconsistent with operating manual or intended purpose
• c) normal wear and tear
• d) mechanical damage occurring after delivery
• e) interference with the Product by unauthorized persons
• f) force majeure (fire, flood, power surges, etc.)
• g) failure to adapt operating conditions to requirements specified in documentation
• h) errors in specification provided by Customer (if Product conforms to Specification)

4. The Seller's liability period for defects is 12 (twelve) months from the date of Product delivery confirmed by the Delivery Acceptance Protocol.

5. Complaint procedure:

• a) Customer is obligated to inspect the Product upon delivery and report visible defects in the Delivery Acceptance Protocol
• b) hidden defects must be reported within 7 (seven) days of discovery, but no later than within the liability period
• c) complaint submission requires written form (email to [email protected])
• d) submission must include: Order number, defect description, photographic documentation, circumstances of defect discovery
• e) Seller shall process the complaint within 14 days of receiving complete submission

6. If the complaint is accepted, the Seller shall, at its own discretion:

• a) repair the Product
• b) replace the defective component
• c) reduce the price proportionally to the defect

7. The Customer is NOT entitled to:

• a) withdraw from the contract due to a defect, unless the defect is material and prevents use of the Product for its intended purpose, and the Seller refused or was unable to remedy it
• b) demand replacement of the entire Product if repair or component replacement is possible
• c) perform repairs at the Seller's expense without prior written consent

6. LIMITATION OF LIABILITY

1. The Seller's total liability to the Customer for non-performance or improper performance of the contract, including Product defects, is limited to the net value of the Order (excluding VAT).

2. The Seller shall NOT be liable for:

• a) Customer's lost profits (lucrum cessans)
• b) indirect, consequential or secondary damages
• c) losses resulting from Customer's business interruption
• d) damage to goods stored in the Product
• e) contractual penalties imposed on Customer by third parties
• f) costs of renting substitute refrigeration equipment

3. The limitations of liability specified in paragraphs 1-2 do not apply in case of damage caused intentionally or through gross negligence of the Seller.

4. The Customer undertakes to maintain appropriate insurance for property stored in the Product. The Seller does not act as an insurer.

7. MANUFACTURER WARRANTY

1. Independently of the Seller's liability specified in § 5, Products may be covered by the manufacturer's warranty (MTH S.r.l.) on terms specified in the warranty card enclosed with the Product.

2. The manufacturer's warranty does not exclude, limit or suspend Customer's rights against the Seller under this Policy.

3. Claims under the manufacturer's warranty should be directed to the manufacturer directly or through the Seller ([email protected]).

8. PRODUCT DELIVERY AND ACCEPTANCE PROTOCOL

1. The Customer is obligated to take delivery of the Product within the timeframe agreed in the Order or indicated by the Seller with at least 7 days' notice.

2. Upon delivery, the Customer or their authorized representative is obligated to:

• a) verify Product conformity with the Specification
• b) verify delivery completeness
• c) inspect Product condition for transport damage
• d) sign the Delivery Acceptance Protocol

3. The Delivery Acceptance Protocol contains:

• a) date and place of delivery
• b) Order and Specification number
• c) list of delivered items
• d) any Customer comments regarding visible defects
• e) signatures of both parties

4. Signing the Delivery Acceptance Protocol without comments constitutes confirmation that:

• a) the Product conforms to the Specification
• b) the Product is complete
• c) the Product has no visible defects or damage

5. Visible defects not reported in the Delivery Acceptance Protocol will not be considered in subsequent complaints, unless the Customer demonstrates that they could not have been discovered upon exercise of due diligence at the time of delivery.

9. FORCE MAJEURE

1. Neither party shall be liable for non-performance or improper performance of contractual obligations if caused by force majeure.

2. Force majeure means external events that are unforeseeable and unavoidable, including in particular: natural disasters, wars, strikes, epidemics, pandemics, acts of terrorism, government decisions preventing contract performance.

3. The party affected by force majeure is obligated to immediately (no later than within 7 days) notify the other party of the occurrence and cessation of the impediment.

4. If force majeure continues for more than 90 days, either party may withdraw from the contract without obligation to pay compensation, subject to settlement of services performed to date.

10. GOVERNING LAW AND DISPUTE RESOLUTION

1. This Policy and all contracts concluded on its basis shall be governed by Polish law.

2. All disputes arising from contracts concluded between the Seller and Customer shall be resolved by the common court having jurisdiction over the Seller's registered office (Wroclaw, Poland).

3. Before referring a matter to court, the parties shall attempt to resolve the dispute amicably through negotiation. The party initiating the dispute is obligated to send a written invitation to negotiate, and the other party has 14 days to respond.

4. Matters not regulated by this Policy shall be governed by the provisions of the Polish Civil Code and other applicable Polish law.

5. If any provision of this Policy is found invalid or unenforceable, the remaining provisions shall remain in force. The parties shall replace the invalid provision with a valid provision that most closely reflects the economic purpose of the invalid provision.

11. FINAL PROVISIONS

1. This Policy constitutes an integral part of every sales contract concluded through frostbox.pl.

2. Placing an Order constitutes acceptance of this Policy. The Customer confirms having reviewed its content before placing the Order.

3. The Seller reserves the right to amend this Policy. Amendments take effect on the date of publication on frostbox.pl and do not apply to Orders placed before that date.

4. In case of discrepancies between this Policy and individual arrangements contained in the Order or separate agreement, individual arrangements shall prevail.

5. All correspondence related to contract performance should be directed:

• a) to the Seller: [email protected] or ul. Kanonia 9, 50-328 Wroclaw, Poland
• b) to the Customer: to the email or correspondence address provided in the Order

6. Correspondence sent to addresses indicated in paragraph 5 shall be deemed effectively delivered:

• a) email — on the date of sending (subject to delivery confirmation or absence of error notification)
• b) registered mail — within 7 days of posting, unless the addressee demonstrates that delivery occurred at a different time or did not occur for reasons beyond their control