Below you will find the most important rules for using the chilldog.pl platform. This is only a summary – the full Terms and Conditions can be found below.
Who operates the platform? chilldog.pl is operated by ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ based in Warsaw, Poland. Contact details and customer service hours are provided in the Terms and Conditions.
What do we offer? The platform features products offered by Chilldog and by Partners. For each product we clearly indicate who the seller is.
Payments: All orders must be paid in advance via Autopay, by credit/debit card, or by bank transfer. If payment is not received within 3 business days, the order will be cancelled.
Delivery: Free delivery to Poland, Germany, France, Spain, the Netherlands, Denmark, Austria and Italy. Delivery time is 3–5 business days (1–2 days for preparation + 2–3 days for courier transport). Chilldog ensures on-time delivery – in case of delays we refund your money within 2–3 business days.
Returns: You have 14 days to withdraw from the contract without giving a reason. Return forms are available in the website footer, in the order confirmation e-mail or inside the Partner’s package. Refunds are processed within 2–3 business days after the return is accepted.
Complaints: All complaints are handled by Chilldog (also on behalf of Partners). You can submit a complaint by e-mail or by post. Complaints are reviewed within 14 days, and if accepted, refunds are processed within 2–3 business days.
Warranty: Products are covered by the statutory 2-year legal conformity guarantee from the date of delivery.
Electronic services: Client account, guest checkout, contact/complaint/return forms, newsletter (with consent), and the ability to post reviews. You may resign from these services at any time.
Disputes: You have the right to use alternative dispute resolution (ADR/ODR). EU ODR platform link: ec.europa.eu/consumers/odr.
This is only a summary. Full details are provided in the complete Terms and Conditions below.
§1. General Provisions
These Terms and Conditions set out the rules for using the online platform chilldog.pl, including the rules for concluding sales contracts and the provision of intermediation services for the purchase of goods.
Through the website chilldog.pl the following products are offered:
products sold directly by ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ (hereinafter: the “Seller”),
products sold by third-party entities cooperating with the Platform (hereinafter: “Partners”), clearly marked on the website as “Partner’s product”.
The offers available on the website are addressed exclusively to consumers within the meaning of Article 221 of the Polish Civil Code, who make purchases for purposes not directly related to their business or professional activity.
The Terms and Conditions are made available free of charge, in a manner that allows them to be obtained, reproduced and stored by printing or saving to any data carrier.
Company details
ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ ul. Aleja Jana Pawła II 27 00-867 Warszawa, Poland KRS: 0001038822 NIP (Tax ID): 5273058751 REGON: 525425598
The terms used in these Terms and Conditions shall mean:
Platform / Service – the online service available at www.chilldog.pl, operated by ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
Seller – ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, offering its own products on the Platform.
Partner – an external business entity cooperating with the Platform and offering its products through it. The Partner’s identification and contact details are always available for each product – by clicking on the Partner’s name displayed next to the offer.
Client – a natural person with full legal capacity, a legal person, or an organizational unit using the Platform.
Consumer – a natural person making purchases on the Platform for purposes not directly related to their business or professional activity, within the meaning of Article 221 of the Polish Civil Code.
Entrepreneur with consumer rights – a natural person conducting business activity, concluding a contract not directly related to the professional nature of that activity, who benefits from the rights granted to Consumers.
Product – a movable item offered through the Platform, in particular clothing, footwear, accessories and other goods presented in the offer.
Order – a Client’s declaration of intent aimed at concluding a distance sales contract for a Product, placed through the Platform.
Sales contract – a contract concluded between the Client and the Seller, or between the Client and a Partner, via the Platform.
Client account / User account – an individual account created by the Client on the Platform, enabling access to order history, personal data and purchase preferences.
Order form – an interactive form available on the Platform, enabling the submission of an Order.
Complaint form – a form enabling the submission of a complaint regarding a Product, available on the “Complaint Form” page.
Return form – a form enabling the submission of a Product return, available on the “Return Form” page.
Payment – a method of settling the amount due for an Order available on the Platform, including e.g. card payments, instant transfers, and online payment systems.
Delivery – the act of delivering the Product to the Client by the Seller, the Partner, or a designated carrier.
Business days – days from Monday to Friday, excluding statutory public holidays in the territory of the Republic of Poland.
Terms and Conditions – this document setting out the rules for using the Platform, and the rights and obligations of Clients, the Seller and Partners.
§3. Rules for Using the Platform
Using the Platform is voluntary and free of charge. The services of the Platform may be used by individuals of legal age with full legal capacity, as well as legal persons and organizational entities with legal capacity.
The Client is obliged to provide true, complete, and up-to-date data when registering, placing an Order, and using the services of the Platform.
Registration of a User Account on the Platform is not required to make a purchase. However, creating an Account enables, among others:
viewing and downloading order history,
updating personal and address details,
managing returns and complaints,
customizing user settings and shopping preferences.
The Client is obliged to use the Platform in accordance with the law, these Terms and Conditions, and the principles of good practice. The following actions are strictly prohibited:
submitting unlawful, offensive, or misleading content,
engaging in activities that disrupt the proper functioning of the Platform or may harm other users,
using the Platform for purposes inconsistent with its intended use.
The Platform Operator reserves the right to temporarily block or permanently delete a Client’s Account that violates the provisions of these Terms and Conditions or the law, as well as to refuse the execution of an Order placed using unlawful data or automated activities.
Technical requirements
To use the Platform, the following are required:
a device with Internet access,
an up-to-date web browser supporting cookies and JavaScript,
an active e-mail account.
The Platform is not responsible for technical problems on the Client’s side, in particular those resulting from malfunctioning equipment, software errors, or lack of Internet access.
§4. Orders and Conclusion of Contract
1. Orders for Products may be placed via the Platform 24 hours a day, 7 days a week. Order processing takes place on business days.
2. To place an Order, the Client selects a Product, adds it to the cart, completes the Order Form, chooses the payment method, and confirms the Order by clicking the “Buy and pay” button.
3. Placing an Order constitutes a binding offer by the Client to conclude a Sales Contract for the selected Products.
4. After placing an Order, the Client receives an automatic confirmation of its receipt to the e-mail address provided. The Sales Contract is concluded at the moment the Client receives confirmation that the Order has been accepted for processing.
5. In the case of Orders for Products offered by the Seller, the party to the Sales Contract is ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ. In the case of Orders for Products offered by a Partner, the party to the Sales Contract is the respective Partner, whose identification details are visible with each Product. In such cases, the Platform acts as an intermediary.
6. Order processing begins once the payment has been booked or positive authorization of the payment has been obtained from the payment operator.
7. The Platform Operator reserves the right to cancel an Order in the following cases:
when the Client provides false or outdated data,
when payment is not received within 3 business days from placing the Order,
when the Product is unavailable – in such case, the Client will be promptly informed and any funds paid will be refunded within 2–3 business days.
8. The Platform Operator reserves the right to refuse or cancel an Order if it is placed using automated tools (robots, bots, scripts, etc.) or in the event of abuse of the right of return.
§5. Prices
1. All Product prices presented on the Platform are expressed in euros (EUR) or in another currency if explicitly indicated for a given Product.
2. For Products offered by the Seller ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ and for Partners established within the European Union, the prices displayed on the Platform are final prices and include value added tax (VAT) at the applicable rate as well as any other charges required by law.
3. For Products offered by Partners established outside the European Union, the prices displayed on the Platform do not include any possible additional public charges, in particular import VAT or customs duties. The obligation to pay such charges rests with the Client, in accordance with applicable legal regulations.
4. The Platform Operator does not place an Order with the Partner on behalf of the Client. The Operator provides the technical infrastructure enabling the Client to conclude a Sales Contract directly with the respective Partner.
5. The Platform Operator acts solely as an intermediary – providing a service consisting of presenting the offers of Partners and enabling Clients to conclude Sales Contracts via the Platform. Each Sales Contract is concluded directly between the Client and the respective Partner (or the Seller, in the case of products offered by ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ).
6. The Platform Operator is not a party to Sales Contracts concluded with Partners and is not an importer of Products within the meaning of customs or tax law. In the case of Products originating from outside the European Union, the Client is solely responsible for paying any applicable import taxes and customs duties.
7. Information on whether a Product is offered by the Seller, by a Partner based in the European Union, or by a Partner established outside the European Union is always available for each Product. The Client may verify the origin of the seller by clicking on the seller’s name displayed next to the offer.
8. The final price of the Order includes the Product price, any applicable delivery costs (if applicable), and any other charges of which the Client is informed before placing the Order.
9. The Platform Operator reserves the right to organize promotional campaigns and grant discounts under the rules set out in the terms of each promotion. Promotions and discounts do not combine unless expressly stated otherwise.
§6. Payments
1. All Orders placed via the Platform must be paid in advance.
2. The Client may choose from the following payment methods:
online payments processed through the Autopay payment gateway,
traditional bank transfers to the bank account of the Platform Operator,
credit or debit card payments.
3. All payments for Orders are made to the bank account of the Platform Operator (ERRAL SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ). By making a payment to the Platform Operator, the Client fulfills their payment obligation towards the respective Seller or Partner.
4. An Order will be accepted for processing only after the full payment has been credited to the Platform Operator’s bank account or after a positive payment authorization from the payment service provider. Until then, the Order remains in a pending status.
5. If payment is not received within 3 business days of placing the Order, the Order will be automatically canceled. The Client will be notified of the cancellation by e-mail.
6. All prices and payments are made in euros (EUR).
7. The Platform Operator reserves the right to temporarily limit the availability of certain payment methods or to introduce new payment methods, of which the Client will be informed before placing an Order.
8. Payments processed via Autopay and card operators are handled securely, in compliance with PCI DSS security standards and the PSD2 strong customer authentication requirements.
9. Confirmation of payment and transaction details are sent to the Client’s e-mail address once the payment has been correctly credited.
§7. Delivery and Delivery Costs
1. Delivery of Products ordered via the Platform is always free of charge – the Client does not bear any additional shipping costs, regardless of the Order value.
2. Products are delivered only within the following countries: Poland, Germany, France, Spain, the Netherlands, Denmark, Italy and Austria.
3. Orders are fulfilled through reputable courier companies. The logistics operators assigned to specific countries are:
Poland – InPost,
Germany – DHL.de,
France – DHL.de,
Spain – CTT Express,
Netherlands – DHL.nl,
Denmark – PostNL,
Austria – DPD,
Italy – Italian Post.
4. Delivery time consists of:
order preparation time – 1 to 2 business days (packing and order processing),
courier transport time – 2 to 3 business days, depending on the country of delivery.
5. The total estimated delivery time is between 3 and 5 business days, depending on the destination country. Detailed information on the estimated delivery time is always provided:
on the Product page,
in the “Delivery” section available on the Platform,
in the e-mail confirming acceptance of the Order for processing.
6. ERRAL, as the Platform Operator, ensures compliance with the declared delivery times and is responsible for timely delivery of both its own Products and Products offered by Partners.
7. In the event of exceeding the declared delivery time, the Client will be immediately informed of the reason for the delay. Extension of the delivery time is possible only with the explicit consent of the Client.
8. If the Client does not consent to an extension of the delivery time, ERRAL will refund the Client the full amount paid for the Order within 2–3 business days.
9. The Client is obliged to provide a correct and complete delivery address. The Platform Operator and Partners are not responsible for non-delivery of the shipment due to an incorrect or incomplete address provided by the Client.
10. Responsibility for the Product until its delivery to the Client lies with the Seller or the Partner. Upon receipt of the shipment, the Client has the right to check the package, and in case of damage, to prepare a damage report in the presence of the courier.
11. In extraordinary circumstances (e.g. holiday periods, unforeseen events, force majeure), delivery times may be extended. The Client will be promptly informed via the Platform or by e-mail. In such a case, the Client decides whether to agree to the extension of the delivery time or to cancel the Order and receive a refund.
12. Delivery time information is indicative. Any delay in delivery does not affect the Client’s statutory rights under consumer protection law, including the right of withdrawal.
§8. Right of Withdrawal
1. In accordance with the Polish Consumer Rights Act, a Client who is a Consumer has the right to withdraw from a Sales Contract concluded via the Platform within 14 calendar days from the date of receiving the Product, without giving any reason.
2. To exercise the right of withdrawal, the Client may use the return form available:
in the footer of the Platform’s website,
in the e-mail confirming acceptance of the Order,
inside the package – for Products offered by Partners.
3. If the return form is not provided by a Partner, the Client has the right to contact ERRAL Customer Care, which will provide the correct return address and deliver the required form in electronic form.
4. The Product must be returned without undue delay, but no later than 14 days from the date on which the Client informed about the withdrawal from the contract. The deadline is met if the Product is sent back before the expiry of this period.
5. ERRAL, as the Platform Operator, is responsible for processing all refunds. The refund of payments is made within 2–3 business days from the moment the returned Product is received by the Seller or Partner, or from the moment the Client provides proof of dispatch of the return shipment – whichever occurs first.
6. Refunds are made using the same payment method as used by the Client for the original transaction, unless the Client has explicitly agreed to another method that does not incur any additional costs for them.
7. ERRAL provides full assistance in organizing returns to Partners and may – in agreed cases – indicate a return address to which the Client may send back the Product in order to simplify the process. In such cases, ERRAL acts as an intermediary in the return process, ensuring the highest quality of service.
8. Our Customer Care department guarantees comprehensive support during the withdrawal process and handles return requests in a quick, transparent and customer-friendly manner.
9. The right of withdrawal does not apply in cases provided for in the Consumer Rights Act, in particular with respect to Products delivered in sealed packaging which, once opened, cannot be returned for health protection or hygiene reasons.
§9. Complaints
1. The Client has the right to file a complaint concerning Products purchased via the Platform, as well as electronic services provided through the Platform.
2. A complaint may be submitted in one of the following ways:
in writing – by sending a letter to the registered office address: ERRAL Sp. z o.o., ul. Aleja Jana Pawła II 27, 00-867 Warszawa, Poland.
3. The complaint should include: the Client’s identification details (name, surname, e-mail address or correspondence address), a description of the defect or non-compliance of the Product with the contract, the date of purchase, and – if possible – proof of purchase.
4. Customer Care may decide to review the complaint based solely on the description and photographic documentation provided by the Client, or – if necessary – request the return of the complained Product for assessment.
5. All complaints are handled by ERRAL as the Platform Operator, regardless of whether they concern Products of the Seller or Products offered by Partners. ERRAL is responsible for ensuring the highest standard of complaint handling.
6. Complaints are reviewed within no more than 14 calendar days from the date of receipt. If the complaint is incomplete, the Client will be requested to provide the missing information.
7. In the event of a positive outcome of the complaint, ERRAL will refund the amount due or – if agreed with the Client – replace the Product with a new one. The refund will be made within 2–3 business days from the date of the decision to accept the complaint.
8. Refunds are made using the same payment method as used by the Client for the original transaction, unless the Client has explicitly agreed to another method that does not involve any additional costs.
9. ERRAL reserves the right to request the return of the complained Product for assessment if the information and photographic documentation provided by the Client are insufficient to review the complaint.
§10. Warranty and Legal Conformity
1. All Products offered via the Platform are covered by the statutory liability for conformity of goods with the contract.
2. A Client who is a Consumer has the right to report a lack of conformity of the Product with the contract within 2 years from the date of delivery, in accordance with the applicable provisions of the Consumer Rights Act.
3. The exercise of statutory consumer rights is independent of any commercial warranties that may be provided by the manufacturer or Partner.
§11. Electronic Services
1. ERRAL, as the Platform Operator, provides the following electronic services to Clients:
maintenance of a Client Account enabling access to order history, data updates, and management of returns and complaints,
the ability to place Orders without registering an Account,
access to contact, complaint, and return forms,
sending commercial information (newsletter) – only with the Client’s prior consent,
the ability to publish Product reviews – available only to verified Clients.
2. The contract for the provision of electronic services is concluded for an indefinite period – from the moment the Client begins using a given functionality of the Platform until the moment of resignation by the Client or termination of the service by the Operator.
3. The Client has the right to resign from electronic services at any time and without providing a reason by sending a request to Customer Care or by deleting their Account.
4. Complaints regarding electronic services may be submitted by e-mail to: info@chilldog.pl or in writing to the Operator’s registered office address. Complaints are reviewed by Customer Care within 14 calendar days of receipt.
5. Clients’ personal data related to electronic services are processed in accordance with applicable legal provisions and the Privacy Policy available on the Platform.
§12. Alternative Dispute Resolution (ADR/ODR)
1. A Client who is a Consumer has the right to use alternative dispute resolution methods (ADR) for handling complaints and pursuing claims. The rules of access to these procedures are set out in the relevant legal provisions and by the competent authorities responsible for their conduct.
3. The Client also has the option to use the EU Online Dispute Resolution (ODR) platform available at: https://ec.europa.eu/consumers/odr.
4. ERRAL, as the Platform Operator, is not obliged and does not undertake to use ADR procedures in disputes with Consumers, but enables Clients to access available ADR and ODR tools in accordance with applicable law.
§13. Final Provisions
1. These Terms and Conditions are available free of charge on the Platform in a form that allows them to be obtained, reproduced, stored and printed.
2. Contracts concluded via the Platform are concluded in Polish or English, depending on the Client’s choice.
3. The governing law for contracts concluded via the Platform is Polish law, subject to the mandatory provisions of consumer law applicable in the country of residence of the Consumer.
4. The Platform Operator reserves the right to amend these Terms and Conditions for important legal, organizational or technical reasons. Clients will be informed of any changes at least 14 days in advance by publication of the new Terms and Conditions on the Platform and by sending information to the e-mail address provided when registering an Account.
5. Amendments to the Terms and Conditions do not affect Orders placed before the date on which the new provisions come into force.
6. If any provision of these Terms and Conditions is found to be invalid or ineffective, the remaining provisions shall remain in force. The invalid provision shall be replaced by the relevant legal provisions that are closest to the economic purpose of the invalid clause.
7. The services of the Platform may only be used by persons of legal age with full legal capacity.
