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Terms and conditions

Last updated: 14 October 2026

1. General provisions

  1. This document (the ‘Terms’) sets out the rules for buying from ECOBEN BIOTECH sp. z o.o. in the EcoBen online shop at ecoben.eu.
  2. The terms used in these Terms have the following meanings:
    • Customer: a natural person with full legal capacity, or a legal person, who has made or intends to make a purchase in the Shop. A Customer may be a consumer or a business.
    • Seller: ECOBEN BIOTECH sp. z o.o., registered office at ul. Zabrska 28B, 44-177 Paniówki, Poland, entered in the register of entrepreneurs of the National Court Register of Poland (KRS) kept by Sąd Rejonowy w Gliwicach, X Wydział Gospodarczy KRS (District Court in Gliwice, 10th Commercial Division of the KRS) under KRS number 0001210623, tax number (NIP/VAT) PL9691676092, share capital 30 000 PLN.
    • Shop: the online shop run by the Seller at the ecoben.eu domain.
    • Consumer: a Customer who is a natural person acting for purposes wholly or mainly outside that person’s trade, business, craft or profession. The rights these Terms give to consumers also apply to a natural person running a business on their own account who makes a contract that, from its content, is not of a professional nature for them.
    • Customer Account: the account in the Shop assigned to a Customer, containing the details they have provided and their order history.
    • Terms: this document, together with all its annexes.
  3. The Shop sells biological products based on bacteria and enzymes for septic tanks, domestic wastewater treatment systems, pipes and drains, by retail over the internet. The products are available in the Shop as finished goods.
  4. Detailed information about the products can be found on the product pages in the Shop and can also be obtained by email from the Seller.
  5. The Customer can contact the Seller by post at the address given in point 1.2, by email at shop@ecoben.eu or by phone on +48 32 428 10 20 (a Polish number; the cost of the call depends on your operator’s tariff). We answer on working days. Our contact details are also available on the Contact page.

2. Conditions for using the services

  1. To place an order in the Shop, the Customer needs:
    • a computer, laptop or other device with internet access;
    • access to an email address;
    • a web browser (the latest version is recommended);
    • a minimum screen resolution of 1024×768;
    • a browser that allows cookies to be stored.
  2. The Shop provides the following electronic services:
    • the Customer Account;
    • the order form;
    • contact with the Seller by email and phone.
  3. The Seller does not charge for the services above.
  4. The services are provided for an indefinite period. The Customer may stop using any of the services at any time, without giving a reason, by sending a message to that effect to shop@ecoben.eu.
  5. Customer Account:
    • when a Customer places an order without being logged in, the Shop automatically creates a Customer Account for the email address given in the billing details, and the Customer receives an email with a link to set a password;
    • the Customer can also log in using a single-use login link sent to their email address;
    • the order history is kept in the Customer Account;
    • the Customer may ask at any time for the Customer Account to be deleted by emailing shop@ecoben.eu. Deleting the account does not affect orders already placed or data the Seller is required by law to keep (details in the Privacy policy).

3. Making the contract

  1. The contract of sale is made between the Seller and the Customer.
  2. All prices shown in the Shop are in euro (€) and include Irish VAT at 23%. For business Customers with a valid EU VAT number confirmed in the VIES system at the time of the order, the sale is invoiced at 0% VAT as an intra-Community supply (reverse charge). Product prices do not include the delivery charge, which is shown in the basket and in the order summary before the order is confirmed.
  3. The Seller takes due care to ensure that product photos faithfully show the colour, character, texture and condition of the products. Because of differences in the resolution, calibration and brightness of the screen on which the photos are viewed, colours may differ slightly from reality. For this reason, the Shop also publishes a description of each product. If you have any doubts, please contact the Seller before buying.
  4. Orders can be placed on the Shop website using the order form (without registering first; the Customer Account is created automatically, as described in point 2.5) or from the Customer Account. The Seller does not take orders by phone or email.
  5. To buy, the Customer selects the products they want by clicking the relevant button. After choosing the products, the Customer goes to the checkout page, where they enter their details and choose the delivery and payment method.
  6. Before the order is confirmed, the Customer is shown a summary that includes, among other things: the main characteristics of the products ordered, the total price including taxes and the delivery charge, and the Customer details entered in the order form.
  7. To place the order, the Customer confirms it by clicking the order button below the summary, which makes clear that placing the order involves an obligation to pay.
  8. Clicking the order button is the Customer’s statement that they understand they are placing an order that involves an obligation to pay.
  9. The contract of sale is made at the moment the Customer confirms the order, that is, when the order button is clicked.
  10. After the order is placed, the Seller sends the Customer a confirmation email that includes, among other things: the main characteristics of the products ordered, the delivery time, the total price including taxes and the delivery charge, and the Customer details entered in the order form.
  11. The content of the contract is recorded, secured and made available by:
    • publishing these Terms on the Shop website;
    • recording the content of the contract in the Shop’s IT system.
  12. The Seller reserves the right to refuse to fulfil an order if the Customer’s contact or delivery details are not genuine.

4. Payment methods and terms

  1. The payment methods available are shown on the checkout page before the order is placed.
  2. The Shop accepts online payment by card (Visa, Mastercard), Apple Pay and Google Pay. Online payments are processed securely by Stripe Payments Europe Ltd.; card details never reach us, and the payment may need to be confirmed in your bank’s app (3D Secure). The contract is fulfilled once the payment has been authorised.
  3. Where the Seller has to refund any amount to the Customer, the refund is made using the same means of payment the Customer used, unless the Customer has expressly agreed otherwise.

5. Delivery methods and charges

  1. The Customer pays the cost of delivering the products ordered to the delivery address. The delivery charge is shown in the basket and in the order summary, as well as in the order confirmation email.
  2. Delivery costs €2.49 including VAT. Delivery is free on orders of €39 or more.
  3. Products are delivered to addresses in the Republic of Ireland only.
  4. Delivery is by courier, from Paniówki, Poland.
  5. Orders are usually delivered within 3 to 5 working days of the order being confirmed.
  6. Practical details are available on the Delivery and payment page.

6. Right to cancel

  1. The provisions of this section apply only to Customers who are Consumers.
  2. The Consumer has the right to cancel the contract made with the Seller within 14 days of the day on which they, or a third party they name other than the carrier, take physical possession of the products, without having to give a reason, in accordance with Part 4 of the Consumer Rights Act 2022 (which gives effect to Directive 2011/83/EU).
  3. To exercise the right to cancel, the Consumer must inform the Seller of their decision by a clear statement sent by post to ECOBEN BIOTECH sp. z o.o., ul. Zabrska 28B, 44-177 Paniówki, Poland, or by email to shop@ecoben.eu. The Consumer may use the model cancellation form in Annex 1, but is not obliged to.
  4. To meet the cancellation deadline, it is enough for the Consumer to send the notice of cancellation before the 14-day period has expired.
  5. The Seller will confirm receipt of the cancellation without delay by email (to the address given when the order was placed).
  6. The Consumer must return the products to ECOBEN BIOTECH sp. z o.o., ul. Borowa 18, 44-177 Paniówki, Poland, without undue delay and no later than 14 days after the day on which they told the Seller of their decision to cancel. The deadline is met if the products are sent back before the 14-day period has expired.
  7. Exercising the right to cancel ends the parties’ obligations to perform the contract.
  8. The Consumer bears the direct cost of returning the products.
  9. The Consumer is liable for any loss in value of the products resulting from handling them other than as necessary to establish their nature, characteristics and functioning. To establish the nature, characteristics and functioning of the products, the Consumer should handle and inspect them only as they would in a shop.
  10. The Seller will refund to the Consumer, without undue delay and no later than 14 calendar days after being informed of the decision to cancel, all payments received from them, including the original delivery charge (except for any extra costs resulting from the Consumer choosing a delivery method other than the cheapest standard delivery offered by the Shop).
  11. The refund is made using the same means of payment the Consumer used, unless they have expressly agreed otherwise. In any event, the Consumer will not incur any fees as a result of the refund.
  12. The Seller may withhold the refund until it has received the products back or until the Consumer has supplied proof of having sent them, whichever is earlier.
  13. The right to cancel does not apply to contracts for:
    • the supply of products that are liable to deteriorate or expire rapidly;
    • the supply of sealed products that are not suitable for return for health protection or hygiene reasons and have been unsealed by the Consumer after delivery;
    • the supply of products that, after delivery, are by their nature inseparably mixed with other items.
  14. The practical steps for a return are described on the Returns and complaints page.

7. Conformity of products and complaints

  1. The Seller is required to supply products that are in conformity with the contract.
  2. Towards the Consumer, the Seller is liable for any lack of conformity that exists when the products are delivered, in accordance with Part 2 of the Consumer Rights Act 2022. The Consumer can bring a claim for a lack of conformity up to 6 years after delivery. A lack of conformity that becomes apparent within 1 year of delivery is presumed to have existed at the time of delivery, unless the contrary is proved.
  3. In the event of a lack of conformity, the Consumer may, within 30 days of delivery, exercise the short-term right to terminate the contract and receive a refund. After that, the Consumer is entitled, as provided by law, to have the products brought into conformity (by repair or replacement) free of charge, or to a proportionate reduction in price or termination of the contract. The Seller will bring the products into conformity within a reasonable time and without significant inconvenience to the Consumer.
  4. The Consumer can tell the Seller about a lack of conformity using any of the contact methods given in point 1.5, preferably by email to shop@ecoben.eu. For a quick resolution, please include in your complaint:
    • your full name and contact details;
    • your order number and delivery date;
    • the name of the product concerned;
    • a description of the lack of conformity and when you noticed it;
    • photos, if possible;
    • the remedy you are requesting (replacement, price reduction or refund).
  5. The Seller confirms receipt of the complaint and, if necessary to examine it, asks the Consumer to send the product concerned. The Seller pays the cost of sending it.
  6. The Seller replies to the complaint within 14 calendar days of receiving it. If the Seller does not reply within that time, the complaint and the Consumer’s request are treated as accepted.
  7. If the complaint is not accepted, the product sent by the Consumer is returned to them, together with the reasons for the decision.
  8. A Customer who is not a Consumer may exercise against the Seller the rights under the warranty for defects (under Polish law, rękojmia) on the terms set out in Article 556 et seq. of the Polish Civil Code. The Seller is liable to such a Customer if the product sold has a physical or legal defect.
  9. The Seller is liable under the warranty for defects if the physical defect is discovered within 2 years of the product being handed over to the Customer who is not a Consumer.
  10. A Customer who is not a Consumer loses the rights under the warranty for defects if they did not examine the product in good time and in the manner usual for products of this kind and did not notify the Seller of the defect immediately, or, where the defect only became apparent later, did not notify the Seller immediately after discovering it.

8. Contracts with businesses

  1. The provisions of this section apply only to contracts with Customers who are businesses and place an order for business purposes.
  2. Placing an order on behalf of a legal person or an entity without legal personality is a statement that the person placing the order is authorised to represent the entity on whose behalf the order has been placed. Placing an order without such authority makes the person who placed it liable for any resulting loss.
  3. The business Customer must examine the parcel delivered by the carrier in the usual way and, if any shortfall or damage to the product is found, complete all the formalities needed to establish the carrier’s liability.
  4. The Seller reserves the right to terminate a contract made with a business Customer within 14 days of it being made, without giving a reason.
  5. Any disputes arising from the performance of a contract between the Seller and a business Customer will be settled by the court with jurisdiction for the Seller’s registered office. The contract is governed by Polish law.

9. Reviews shown in the Shop

  1. The reviews shown on product pages are reviews by EcoBen customers in Poland, originally published in the ecoben.pl shop, translated into English and marked as such; they do not come from verified purchases in the ecoben.eu shop.
  2. Reviews may not be used for unlawful purposes, in particular for unfair competition against the Seller or to infringe personal rights, intellectual property rights or any other rights of the Seller or third parties.

10. Resolving disputes out of court

  1. To resolve any disagreement about a purchase in the Shop, please contact us first at shop@ecoben.eu. We will try to find a solution together.
  2. Information on consumer rights is available from the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie.
  3. As the Seller is based in Poland, the Consumer can also get free help with a cross-border dispute from the European Consumer Centre Ireland at www.eccireland.ie.
  4. Using these options does not affect the Consumer’s right to bring a claim before the courts, including through the Small Claims procedure.

11. Final provisions

  1. The Seller reserves the right to amend these Terms as a result of changes in the applicable law or in the way contracts are made and performed. Amendments do not affect orders already placed, in progress or fulfilled, or contracts made before the amendments come into force.
  2. Matters not covered by these Terms are governed by the applicable law, in particular the Polish Civil Code and the Polish Act of 30 May 2014 on consumer rights.
  3. The contract of sale is governed by Polish law. However, for Consumers, this choice of law cannot deprive them of the protection given by the mandatory provisions of the law of the country where they are habitually resident, that is, Ireland (Article 6 of Regulation (EC) No 593/2008, ‘Rome I’), including their rights under the Consumer Rights Act 2022.
  4. A Consumer resident in Ireland may bring proceedings against the Seller either in the courts of Ireland or in the courts of Poland, and the Seller may bring proceedings against the Consumer only in the courts of Ireland, in accordance with Regulation (EU) No 1215/2012.
  5. These Terms apply from the date they are published in the Shop.

Annex 1. Model cancellation form

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

  • To: ECOBEN BIOTECH sp. z o.o., ul. Zabrska 28B, 44-177 Paniówki, Poland, email: shop@ecoben.eu
  • I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods: ………………………………….
  • Ordered on (*)/received on (*): ………………………………….
  • Order number (optional): ………………………………….
  • Name of consumer(s): ………………………………….
  • Address of consumer(s): ………………………………….
  • Signature of consumer(s) (only if this form is notified on paper): ………………………………….
  • Date: ………………………………….

(*) Delete as appropriate.