Terms of Use of the Service

§ 1. General provisions

  1. These Terms set out the rules and conditions for the provision of services by electronic means via an electronic service by GLOBAL24 sp. z o.o. sp. k., with its registered office in Wrocław (POLAND), at ul. Rakietowa 29a, 54-615 Wrocław, entered in the Register of Entrepreneurs of the National Court Register under KRS number 0000717810 (the “Service Provider” or “GLOBAL24”).
  2. GLOBAL24 sp. z o.o. sp. k. is the administrator of the ShopReturns website available at shopreturns.com (the “Service”).
  3. Before creating an Account in the Service, the User is required to read these Terms. Creating an Account confirms that the User has read the Terms and accepts all of their provisions.
  4. The Service is an online platform enabling the provision of services in the field of logistics operations (the “Services”), the handling of domestic and international customers, and payment for the Services. Detailed conditions for the provision of the Services are set out in these Terms and in the information available at shopreturns.com.
  5. Customers using the Service are hereinafter referred to as “Users”.
  6. Use of the Service requires the creation of a User Account (registration), which, after login, enables the User to place orders for Services, handle customers, make payments and use the other functionalities of the Service.
  7. The data provided during Account registration is voluntary; however, failure to provide it makes it impossible to use the Service.
  8. The email address is the electronic mailbox address through which the User receives information concerning the operation of the Service and the Services. The email address also serves as the login which, together with the password, is used to log in to the Service.
  9. The Service may be used by adult natural persons with full legal capacity, legal persons and organisational units without legal personality, acting through authorised persons, provided that they have Internet access and meet the conditions set out in the Terms. Where the Service is used by a natural person acting on behalf of a User that is not a natural person, the performance of such an action shall be equivalent to a representation by the natural person performing the action that they are authorised to represent the User. The Service Provider may require such a natural person to provide evidence of their authority to represent the User, in particular a power of attorney or an extract from the relevant register. Where an action is performed on behalf of a User despite the absence of authority to represent the User, the natural person performing that action shall bear the liability provided for in the Civil Code.
  10. The Services available through the Service after an Account is created are provided by the Service Provider and by third parties with which the Service Provider has concluded the relevant agreements. The Account enables the User to use both the services of the Service Provider and those of third parties.
  11. A User may create any number of Accounts, provided that each Account uses a different email address.
  12. Every User is required to comply with the Terms and applicable laws from the moment they begin using the Service.

§ 2. Rules for using the Service

  1. Use of the Service requires Internet access, a properly configured web browser and an active email account. Operation of the Service may require Java software to be installed and JavaScript and cookies to be enabled. The Service Provider shall not be liable for problems resulting from the use of software or hardware that does not meet the above requirements.
  2. To create an Account, the User is required to complete the full registration procedure, complete the registration form and follow the system messages. To conclude an agreement for the use of an Account, the User should perform the following actions:
  3. visit the Service website (ShopReturns);
  4. tick the checkbox confirming that the User has read the Terms and Privacy Policy and accepts their provisions;
  5. click the “[Register]” button;
  6. open the activation link sent by email to the email address provided by the User.
  7. The agreement for the use of an Account in the Service is concluded between the User and the Service Provider when the activation link is clicked.
  8. After registration, the User gains access to a Profile which the User may manage independently.
  9. The agreement for the use of an Account is concluded for an indefinite period and applies from the moment the registration process is completed. The User may terminate it at any time, which will result in the loss of access to the Services.
  10. After registration, the User gains access to a profile which the User may manage independently. In the event of:
  11. a breach of the Terms or applicable laws while using the Service; or
  12. no Account activity for a period of at least 12 months,
  • the Service Provider reserves the right to delete the Account without prior notice.
  1. The Service Provider notes that use of the Service may involve standard risks associated with using the Internet and recommends that Users take appropriate measures to minimise them.
  2. The Service Provider shall use its best efforts to ensure that the Service operates continuously, i.e. is available 24 hours a day, seven days a week. The Service Provider reserves the right to interrupt operation of the Service to update data, remove errors and failures, and carry out other maintenance work. Information on failures and planned interruptions in the operation of the Service shall be published in the Service. The Service Provider shall not be liable for damage resulting from temporary unavailability of the Service.
  3. The User is required to exercise due care in protecting the password used to log in to the Service and not to disclose it to third parties, as third parties who gain access to the User’s password may cause damage.
  4. The User is responsible for the manner in which the User Account is used.
  5. The Service must not be used in a manner contrary to the law or accepted standards of conduct, or in a manner that infringes the legitimate interests of the Service Provider. It is also prohibited to use the Service in a manner that could disrupt its proper operation. If the Service is used in a manner contrary to the law or accepted standards of conduct, or in a manner that infringes the legitimate interests of the Service Provider, the Service Provider reserves the right to suspend or delete the User Account.
  6. Any complaints concerning the User Account and its operation should be submitted to the Service Provider electronically at: support@shopreturns.com.
  7. A complaint should clearly state the reasons for its submission and include, in particular, photographic documentation of the damaged product, the shipment number and a description of the event.
  8. The Service Provider undertakes to review a complaint within 14 days of receiving it.
  9. The Service Provider’s liability for improper performance of a Service is limited in accordance with applicable laws, including the CMR Convention (Convention on the Contract for the International Carriage of Goods by Road). In the event of non-performance or improper performance of a Service, compensation shall be payable:
  10. for loss of, or a shortage in, a shipment with a declared value, in the amount claimed by the User, but not exceeding the declared value of the shipment;
  11. for loss of an unregistered shipment, in an amount not exceeding ten times the fee charged for sending it.
  12. In the event of improper performance of a Service, the Service Provider shall, independently of any compensation, refund the full fee charged for the Service.

§ 3. Scope and rules for the provision of Services

  1. Use of the Service requires the User to register in the Service and create a User Account.
  2. By using the Service, the User may in particular:
  • generate shipping labels required for courier or postal shipments;
  • track the logistics status of shipments;
  • make payments for Services provided by the Service Provider;
  • create email notifications;
  • perform other activities related to handling domestic and international returns.
  1. The User acknowledges that preparing shipments requires the provision of data including, in particular, the shipment sender’s data, the shipment recipient’s data, shipment parameters, any additional services currently available in the Service, and the email addresses of the sender and recipient of the shipment.
  2. The Service Provider reserves the right to send Users technical, legal and transactional messages concerning the operation of the Service and the provision of the Services to their email addresses.
  3. The User pays for the Services via the Service. The remuneration for a Service is determined on the basis of the rules set out in the current ShopReturns Price List, available at shopreturns.com and in the Services Panel, based on the shipment parameters declared by the User in the form. If a discrepancy is identified between the shipment data declared by the User that affects the price and the actual condition, the Service Provider reserves the right to change the price in accordance with the actual shipment parameters determined by the Service Provider.
  4. The price of a Service is determined according to the rates applicable on the date of payment for the Service, in accordance with the current Price List. Prices stated in the Price List are net amounts. A change to the Price List shall not constitute an amendment to these Terms.
  5. Payment for a Service shall be made electronically using the payment systems made available in the Service, by charging the User’s payment card.
  6. The User acknowledges that payment for a Service is a condition for dispatching return shipments from the Service Provider’s warehouse to the shipping address indicated by the User in the Service. The Service Provider has the right to refuse to accept a shipment for processing until payment for the Service is received. If, despite accepting the shipment, the Service Provider does not receive payment within 21 days of the date on which it accepted the shipment, the Service Provider has the right to charge a fee for storing the shipment. If payment is not made for a period of 60 days, the Service Provider has the right to sell the contents of the shipment, applying the sale proceeds towards the User’s outstanding debt to the Service Provider, or to destroy the contents of the shipment after that period, unless the User has submitted a complaint in this regard, in which case the above period shall be extended accordingly.
  7. Based on a shipping label generated in the Service, the User may create a courier, postal or virtual return shipment.
  8. The User is responsible for providing accurate data required in the form.
  9. The catalogue of Services available in the Service shall remain in effect until their provision is suspended or terminated or until the Service Provider changes the rules for their provision.
  10. The Service Provider shall be liable for the loss of, shortage in, or damage to a shipment occurring from the moment it is accepted into the warehouse until it is handed over to a third party performing further transport or to the recipient.
  11. The Service Provider’s liability shall be limited to the actual value of the damage, but shall not exceed the value of the item declared by the User in the Service.
  12. In the event of damage to a shipment, a damage report drawn up in the courier’s presence shall constitute the basis for a complaint.
  13. The Service Provider shall not be liable for damage caused by improper packaging of the shipment by the sender or by latent defects in the goods.
  14. Delivery times and Service performance times stated in the Service are estimates and are not guaranteed by the Service Provider.
  15. The Service Provider shall not be liable for delays resulting from:
  • customs clearance in the case of returns from outside the EU;
  • incorrect addressing by the User or the Sender;
  • force majeure or interruptions in the operation of third-party infrastructure.
  1. The Service Provider’s liability for delay in the performance of a Service shall be limited solely to the amount of remuneration paid by the User for the Service.

§ 4. Payment terms

  1. To use a Service, the User is required to enable the Service Provider to collect the amounts due for the Services using a payment card, and for this purpose:
  • valid payment card details must be provided;
  • the card must be pre-authorised by the bank that issued it;
  • consent must be given for the payment service provider to store the card details for the purpose of performing the Services, together with any other required consents.
  1. Commencement of the provision of a Service is conditional upon authorisation (a hold on funds) being obtained on the User’s account linked to the selected payment method.
  2. A payment by payment card shall be deemed made when the payment service provider informs the Service Provider that the User’s account has been charged. In other cases, an amount due shall be deemed paid only when it is credited to the Service Provider’s bank account. If the payment service provider does not inform the Service Provider that the User’s account has been charged, or if payment for the Service is not credited to the Service Provider’s bank account, the Service Provider shall be entitled to refuse to accept the shipment and consequently not to perform the Service.
  3. By providing payment card details to the payment service provider, the User consents to the Service Provider charging the card for amounts due for the Services, at the times and in the amounts determined in accordance with the Terms and the Price List (authorisation). The authorisation applies to a single payment transaction made for the purpose of using a Service and expires when that transaction is completed.
  4. The Service Provider shall refund any payments made contrary to the authorisation granted, or any payments in respect of which it decides or agrees to refund all or part of the amount after payment has been made.
  5. The types of payment cards accepted, time limits and other conditions or restrictions relating to the processing of card payments shall be determined by the relevant financial institutions, in particular the payment service provider, the bank issuing the card and the card schemes. Detailed information concerning payments is set out in the payment terms published in the Service or available through a link to the website of the entity responsible for processing payments.
  6. The provisions of these Terms shall apply accordingly to other payment methods used by the User, if available.
  7. The User shall receive a VAT invoice documenting the remuneration for the Services ordered. The invoice shall be issued using the sender’s details indicated in the Service panel. The invoice shall be issued only in electronic form and sent to the User’s email address indicated in the Service, to which the User consents. From 1 April 2026, invoices shall be issued by the Service Provider exclusively through the KSeF system.
  8. The Service Provider shall not be liable for the malfunction of electronic payment systems, including in particular the time taken to process transfers and matters concerning transaction security.
  9. Reports concerning technical irregularities in the operation of the Service should be sent to the Service Provider at: support@shopreturns.com.

§ 5. Personal data protection

  1. Information on the processing of Users’ personal data is provided in the Privacy Policy.
  2. The rules and conditions governing the entrustment by the User of personal data processing are set out in the Personal Data Processing Entrustment Terms.
  3. The Parties may publicly disclose that the Service Provider provides Services to the User and may use the other Party’s trade mark (name and logo) for this purpose.

§ 6. Amendments to the Terms and other information

  1. Reasons for amending the Terms may include in particular:
  • changes in applicable laws or the requirements of competent authorities;
  • changes in external factors affecting the Services provided;
  • changes in the Service Provider’s internal conditions, including the introduction of new business solutions.
  1. Commencing use of a Service after amended Terms enter into force shall constitute acceptance of those Terms.
  2. If the User does not accept amendments to the Terms, the User should stop using the User Account and contact the Service Provider electronically at: support@shopreturns.com.
  3. Unless the Terms provide otherwise, the Service Provider shall communicate with the User by email. The User is required to regularly check the email address provided during registration in order to review correspondence sent by the Service Provider. When contacting the Service Provider, the User should indicate the Service and User Account to which the correspondence relates.
  4. All rights to the Service, including the software, graphic and textual elements of the websites and their layout, as well as other elements associated with the Service, are held by GLOBAL24 or entities affiliated with GLOBAL24. The Service is protected by copyright. The User may use the Service’s services only within the limits of permitted use specified in copyright law. It is prohibited to take any action that may infringe the intellectual property rights of the Service Provider or other entitled entities, including in particular, except where permitted by law, copying, reproducing, transmitting, distributing, recording, storing, publicly performing, renting, lending or modifying the elements specified in this paragraph without the Service Provider’s prior written consent.
  5. In matters not regulated by these Terms, the GLOBAL24 Terms and mandatorily applicable laws shall apply.
  6. The User may send any questions, opinions and statements to the Service Provider at: support@shopreturns.com.
  7. Any legal disputes between the Service Provider and the User shall be resolved by the common court having territorial jurisdiction over the Service Provider’s registered office.
  8. The Terms enter into force on 1 July 2025.