If you sell to consumers in Poland, Polish and EU consumer law applies to you, wherever your company is registered. The list isn’t long, but each item matters: most of them are exactly what consumer authorities and competitors check first.
This is a practical overview as of October 2026, not legal advice. For unusual products (food, cosmetics, children’s goods, medical devices) or cross-border sales, check the details with a lawyer.
1. Shop terms and conditions
Under Polish law, anyone who provides services electronically must publish terms for them, and an online shop does exactly that. The terms should cover at least:
- who the seller is: company name, address, registration numbers, email and phone,
- how a contract is concluded and which payment and delivery methods you offer,
- delivery times and costs,
- the right of withdrawal and how to use it,
- complaints and your liability for faulty goods,
- the rules for customer accounts, if you have them.
The customer must be able to read, save and print the terms before ordering, and should accept them at checkout. When you change the terms, keep the old versions: an order is governed by the version the customer accepted.
2. Information before the order
Before the customer is bound by an order, the Consumer Rights Act requires you to tell them, clearly, the main features of the product, the total price including taxes and delivery, the payment and delivery terms, your identity and contact details, and the withdrawal rules. The order button must make clear that ordering means paying, for example “Order with obligation to pay”.
3. The 14-day right of withdrawal
A consumer can withdraw from an online purchase within 14 days without giving a reason (Article 27 of the Consumer Rights Act). For goods, the 14 days run from the day the customer, or someone they nominate other than the carrier, takes possession of the goods; for an order delivered in several parcels, from the last one (Article 28). You must tell the customer about the right before the purchase and give them the model withdrawal form from the Act’s annex. If you don’t inform them about the right at all, it doesn’t end after 14 days: it expires 12 months after the original 14-day period ends (Article 29).
What happens after a withdrawal:
- Refund. You have 14 days from receiving the withdrawal to refund all payments, including delivery, but only up to the cost of the cheapest standard delivery you offered (Articles 32 and 33). Refund by the same payment method unless the customer agrees to another one at no cost to them.
- Holding the refund. Unless you offered to collect the goods yourself, you can hold the refund until the goods are back or the customer shows proof of sending them, whichever comes first (Article 32(3)).
- Sending the goods back. The customer has 14 days from withdrawing to send the goods back and pays the direct cost of returning them, unless you agreed to cover it or didn’t tell them about it (Article 34).
Some products are excluded under Article 38, for example goods made to the customer’s specification or personalised for them, goods that spoil quickly, and sealed goods that can’t be returned for health or hygiene reasons once unsealed. If you sell such products, say so on the product page and in the terms.
The new withdrawal function
Directive (EU) 2023/2673 adds a new requirement: online traders must offer a withdrawal function, a clearly labelled, always-available button along the lines of “withdraw from contract here”, and send the customer an acknowledgement with the content, date and time of the withdrawal. The rules apply from 19 June 2026.
Poland missed the transposition deadline. As of 18 October 2026 the implementing law hadn’t been passed: on 10 September 2026 the Minister of Finance and Economy sent a draft amendment to the Consumer Rights Act (UC169) for inter-ministerial review and public consultation (Lege Artis, 10 Sep 2026). Adding the function now costs little and saves a rebuild when the Polish law passes.
4. Sole traders with consumer protection
Since 2021, a sole trader who buys something for their business, where the purchase isn’t of a professional nature for them, gets most consumer protections, including the right of withdrawal. The rule is now in Article 7aa(1) of the Consumer Rights Act. Since 27 November 2025 the buyer may declare, at the latest when the contract is concluded, whether the purchase is professional for them, but you can’t make the sale conditional on that declaration (Article 7aa(2)). In practice: don’t refuse a withdrawal just because the invoice has a tax number on it.
5. Omnibus: the lowest price from the last 30 days
Whenever you announce a price reduction, you must show the lowest price from the 30 days before the reduction. This is Article 4(2) of the Act on Price Information, in force since 1 January 2023.
- If the product has been on sale for less than 30 days, show the lowest price since you started selling it.
- For goods that spoil quickly, a different rule applies: show the price from before the first reduction.
- The same applies to price reductions in advertising.
UOKiK’s explanations add that the 30 days are calendar days ending the day before the promotional price first applies.
Discount codes need care. According to UOKiK, only codes that aren’t tied to specific products fall outside the rule, such as a birthday discount or PLN 10 off your next order. A publicly announced code, including one “off everything”, counts as a price reduction, so the lowest price from the last 30 days must be shown at the latest when the code is applied. Handing out next-order codes so often that they work like a permanent sale may be treated as getting round the rules.
In September 2024 the EU Court of Justice ruled in C-330/23 Aldi Süd that a percentage reduction must be calculated from that 30-day lowest price, not from a higher “regular” price.
The voivodeship trade inspectorate can fine you up to PLN 20,000, and up to PLN 40,000 if the breach happens at least three times within 12 months.
6. Product safety (GPSR)
Since 13 December 2024 the EU General Product Safety Regulation 2023/988 applies. Article 19 requires every online offer of a consumer product to show clearly:
- the manufacturer’s name or trade mark and its postal and electronic address,
- if the manufacturer is outside the EU, the name and addresses of the responsible person in the EU,
- information identifying the product, including a picture, its type and any other identifier,
- warnings and safety information in a language the consumer easily understands.
Poland’s implementing Act of 7 November 2025 on general product safety supervision has been in force since 3 January 2026. If you make the products yourself, you are the manufacturer: your details go on the product page.
7. Complaints and faulty goods
You’re liable for goods that don’t conform to the contract for two years from delivery. You must reply to a consumer’s complaint within 14 days; if you don’t, the complaint is treated as accepted. Say in your terms how customers can file a complaint and what information you need.
One change worth knowing: the EU online dispute resolution (ODR) platform closed on 20 July 2025. Remove any link to it from your terms and footer.
8. Privacy and cookies
A shop processes personal data, so it needs a privacy policy under the GDPR: who the controller is, what data you collect and why, the legal basis, who you share it with (payment providers, couriers, your invoicing tool, hosting), how long you keep it and the customer’s rights. Analytics and marketing cookies, such as Google Analytics or the Meta Pixel, need the customer’s consent before they load.
9. Accessibility
Poland’s accessibility act, which implements the European Accessibility Act, has covered e-commerce services since 28 June 2025. Microenterprises providing services are exempt: in short, businesses with fewer than 10 staff and annual turnover or balance sheet total of no more than €2 million (gov.pl overview). Even if you’re exempt, readable text, good contrast and a checkout that works with a keyboard cost nothing extra.
10. Tills, invoices and KSeF
Cash register. Mail-order sales are exempt from a till if the whole payment reaches your bank account and your records identify each sale and buyer (item 41 of the annex to the regulation on till exemptions). Courier cash on delivery is a grey area, because a courier company is neither a bank nor a post office. A general exemption also applies if your sales to consumers were up to PLN 20,000 in the previous year (pro rata if you start during the year). Both exemptions run until the end of 2027, and neither covers some goods, including electronics, phones, car parts, perfume and alcohol. Ask your accountant before you start.
KSeF. Poland’s national e-invoicing system is mandatory from 1 February 2026 for the largest taxpayers and from 1 April 2026 for everyone else. Until the end of 2026, businesses with invoiced sales of no more than PLN 10,000 gross a month may invoice outside it (ksef.podatki.gov.pl). Invoices to consumers don’t have to go through KSeF and don’t count towards that limit.
The short version
| Item | Where it shows up |
|---|---|
| Shop terms with seller details | Footer, checkout consent |
| Withdrawal: 14 days, model form, withdrawal function | Terms, order email, account or footer |
| Lowest price from 30 days | Every product on sale |
| GPSR manufacturer and safety details | Every product page |
| Complaints: 14-day reply, 2-year liability | Terms |
| Privacy policy and cookie consent | Footer, cookie banner |
Costs that come with all this, from the till to KSeF, are in our guide to how much an online shop costs in Poland.
In Webomat’s shop most of the list is built in: shop terms filled in with your details and a version archive, the withdrawal form and online withdrawal function, Omnibus prices calculated from price history, GPSR manufacturer details on product pages, a privacy policy extended to cover the shop and analytics that load only after consent. You remain responsible for the content, but you don’t start from a blank page. You pay once, no subscription. The package is a one-off payment; after that you only pay for hosting and maintenance of the website with its shop: the first year is included, then PLN 299 net ($99) a year. See how the Webomat shop works. It’s designed for businesses selling in Poland, with Polish payment gateways and couriers.