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Shipping from our warehouse in Poland across the EU · VAT invoice · prices excl. VAT for businesses

Terms and conditions

Version 1.0 of 14.11.2026. Applicable from 14.11.2026. These Terms apply to consumers from all EU Member States who buy in the English-language shop.

1. General provisions

  1. These Terms and Conditions govern the use of the online shop at callance.eu (the “Shop”), the conclusion of distance sales contracts and the rights and obligations of the parties.
  2. The Shop is operated by Callance Sp. z o.o. (limited liability company), ul. Jana Pawła II 27, 00-867 Warsaw, Poland, registered in the Polish National Court Register (KRS) under no. 0000986258 by the District Court for the Capital City of Warsaw, 13th Commercial Division, VAT ID PL5273014073, REGON 522776736, share capital PLN 25,000.00 (the “Seller”, “we”).
  3. Contact: e-mail info@callance.eu, telephone +48 530 928 553 (calls only, business days 10:00–16:00 CET, standard operator rates), address for correspondence and returns: Callance Sp. z o.o., ul. Niedźwiedzia 16, 86-031 Osielsko, Poland.
  4. These Terms apply to consumers, i.e. natural persons buying for purposes which are outside their trade, business, craft or profession (the “Customer”, “you”).
  5. Purchases by businesses for their trade, business or profession are made exclusively under the separate B2B Terms. A Customer who selects “I am buying as a business” at checkout is not a consumer within the meaning of these Terms.
  6. These Terms are available free of charge in the Shop in a form that allows them to be downloaded, stored and printed. The version in force when you place the order is attached to the order confirmation e-mail.

2. Definitions

  • Order form – the checkout form in the Shop.
  • Account – your personal customer panel in the Shop.
  • Goods – movable items offered in the Shop.
  • Used goods – Goods that have been previously used, including returned, display, ex-stock or auction Goods, marked on the product page as “used” or “returned”.
  • Damaged / defective goods – Goods marked on the product page as “damaged” or “not working”, sold with the defects or deficiencies described there, in particular for repair, for parts or for recovery.
  • Shipping quote request – a request sent with the button “Request a shipping quote”, which is neither an offer nor an order with an obligation to pay.
  • Business day – Monday to Friday, excluding public holidays in Poland.

3. Technical requirements and electronic services

  1. To use the Shop you need an internet-connected device, an up-to-date browser with JavaScript and the cookies necessary for the Shop enabled, and an active e-mail address.
  2. We provide the following electronic services free of charge: browsing the offer, the Order form, the Account, the online withdrawal function and the contact form.
  3. The Account contract is concluded for an indefinite period upon confirmation of registration. You may delete your Account at any time without giving reasons or request its deletion at info@callance.eu.
  4. We may terminate the Account contract with 14 days’ notice for important reasons, in particular if you provide unlawful content or breach the Shop’s security.
  5. You must not provide unlawful content.
  6. Specific risks of using electronic services include malware, phishing and interception of login data. We will never ask for your password by e-mail or telephone.
  7. Complaints about electronic services may be sent to info@callance.eu. We will respond within 14 days.

4. Product information and prices

  1. Product information in the Shop, including descriptions, photos and prices, is an invitation to make an offer.
  2. The product page states the condition of the Goods (new, used, returned, damaged/not working), their main characteristics and, for used or damaged Goods, a description of their condition, known defects, missing parts and signs of use. The description of condition forms part of the contract.
  3. Some Goods come from auctions, warehouse liquidations or returns. This does not limit your statutory rights regarding conformity of goods, subject to clause 10.4–10.5.
  4. Prices shown to consumers are gross prices including VAT. The Shop may additionally show the net price. Prices do not include delivery costs, which are shown in the Order form before you place the order.
  5. Prices are shown in EUR; you may choose PLN where a PLN price is available. The amount due is charged in the currency selected in the order. Currency conversion fees charged by your bank or payment provider are borne by you.
  6. For delivery to another EU Member State, the gross price includes VAT at the rate applicable in the country of delivery (OSS scheme). The gross price may therefore vary depending on the country of delivery; gross prices in EUR are rounded up to ,99 EUR. The final gross price is shown in the Order form before you place the order and does not change afterwards.
  7. For delivery outside the European Union, prices do not include VAT. Customs duties, import VAT and customs fees in the country of destination are payable by you.
  8. Goods marked “Ask for price” cannot be ordered via the Shop.
  9. When a price is reduced, we show the lowest price applied in the 30 days before the reduction.

5. Placing an order

  1. Orders can be placed 24/7 via the Order form, with or without an Account.
  2. In the Order form you indicate the buyer type, your details, the country and address of delivery, the delivery method and the payment method. Before placing the order you see a summary of the Goods, their main characteristics and condition, the total gross price, delivery costs and any other charges.
  3. You place the order by clicking “Order with obligation to pay” after accepting these Terms. Placing the order constitutes an offer to conclude a sales contract.
  4. Immediately after the order is placed we send an automatic e-mail confirming receipt of the order. This e-mail does not constitute acceptance of the offer.
  5. Before placing the order you may go back to any step of the Order form and correct your data.

6. Conclusion of the contract

  1. The sales contract is concluded when you receive our e-mail confirming that the order has been accepted for processing. We send it within 1 Business day of the order or, for prepayment by card or PayPal, within the same period after the payment has been credited.
  2. That e-mail confirms the contract on a durable medium and contains the pre-contractual information, these Terms and the information on the right of withdrawal with the model withdrawal form.
  3. If we cannot accept the order, in particular because the Goods are unavailable or because of an obvious error in the price or description shown in the Shop, we will inform you within the period stated in clause 6.1 and no contract will be concluded. Any payments received will be refunded without delay, at the latest within 3 Business days, using the same payment method.
  4. If only some of the ordered Goods are available, we will propose partial fulfilment; the contract for that part is concluded only after you accept it.

7. Shipping quote request

  1. If the Shop cannot calculate delivery costs automatically (in particular for countries without a fixed rate, lithium batteries shipped abroad or oversized Goods), you can send a Shipping quote request.
  2. A Shipping quote request is not an offer and does not create any obligation to pay. We reserve the Goods while preparing the quote, for no longer than 3 Business days.
  3. We will send you by e-mail an offer stating the delivery cost and method, the expected delivery time and the total price. The offer is valid for 5 Business days.
  4. You accept the offer by confirming the order with the button “Order with obligation to pay” on the page linked in the offer. The contract is concluded at that moment and you receive a confirmation in accordance with clause 6.2.
  5. You may decline the offer without giving reasons and at no cost. If you do not accept the offer within its validity, the request lapses.

8. Payment

  1. Available payment methods: bank transfer, payment card (operator: Stripe) and PayPal. Cash on delivery is not available. Details are shown on the “Payment” page and in the Order form. We do not charge any fees for the choice of payment method.
  2. For bank transfer you pay within 7 days of conclusion of the contract to: the bank account for the selected currency shown on the “Payment” page and in the order confirmation e-mail (PLN: PL39 1870 1045 2078 1079 5185 0001 (NEST Bank S.A., SWIFT: NESBPLPW)), stating the order number as reference.
  3. If you do not pay within that period, we will send you a reminder setting an additional period of at least 3 Business days. If that period expires without payment, we may withdraw from the contract by e-mail within 30 days.
  4. Card and PayPal payments are processed by the payment provider under its own terms.
  5. We issue a VAT invoice. You agree to receive the invoice electronically by e-mail; on request we will send a paper invoice.

9. Delivery

  1. Goods are shipped from our warehouse in Osielsko, Poland. Delivery countries, methods and costs are shown on the “Delivery” page and in the Order form. 1a. Batteries and accumulators (including energy storage systems and LiFePO4 batteries) are delivered to consumers in all delivery countries listed on the “Delivery” page where carriers accept such shipments, except Germany and France. To Germany and France batteries are sold to businesses only, under the B2B Terms. Consumers from Germany or France may collect such Goods in Osielsko or choose a delivery address in another country.
  2. Dispatch takes place within 2 Business days of conclusion of the contract or, for bank transfer, of receipt of payment. The expected delivery time is shown on the product page and in the Order form. If no time is stated, we will deliver within 30 days of conclusion of the contract.
  3. Lithium batteries are dangerous goods in transport (UN3480 / UN3481) and are shipped only by carriers and methods approved for them, which may affect the available methods, cost and delivery time.
  4. Goods over 31.5 kg and oversized Goods are delivered on a pallet to a place accessible to a truck; unloading and carrying in may not be included, as indicated when choosing the delivery method.
  5. Collection in person is possible at our warehouse in Osielsko after notification that the Goods are ready, on business days 10:00–16:00, by prior appointment.
  6. The risk of accidental loss or damage passes to you when the Goods are handed over to you by the carrier. We recommend checking the parcel on delivery and recording any damage with the carrier; this is not a condition for exercising your rights.
  7. If we fail to deliver on time, you may set an additional appropriate period and, if it expires without delivery, terminate the contract; in the cases provided by law you may terminate without setting an additional period.

10. Liability for lack of conformity (legal guarantee)

  1. We are liable to you for any lack of conformity of the Goods with the contract in accordance with Polish law (Act on Consumer Rights, Chapter 5a, implementing Directive (EU) 2019/771) and, if they offer you higher protection, the mandatory provisions of the law of the country of your habitual residence.
  2. We are liable for any lack of conformity which exists at the time of delivery and becomes apparent within 2 years of delivery. This also applies to used and returned Goods.
  3. Conformity of used or returned Goods is assessed taking into account the condition described on the product page and the characteristics reasonably expected of used goods of that type and age, including normal wear (e.g. reduced battery capacity within the limits stated in the description).
  4. We are not liable for a lack of conformity regarding a specific characteristic if, at the latest when the contract was concluded, you were specifically informed that this characteristic deviates from the conformity requirements and you expressly and separately accepted this deviation. Acceptance is given by ticking a separate box for the relevant Goods in the Order form.
  5. For damaged or defective Goods, the product page describes which characteristics and functions do not work or are not ensured (e.g. “does not switch on”, “BMS damaged”, “sold for parts”). We are not liable for the characteristics described there and accepted as set out in clause 10.4. For all other characteristics, including correspondence to the description, completeness and safety outside the described deviations, we are liable under the general rules.
  6. In the event of a lack of conformity you may request repair or replacement. We may choose replacement instead of repair or vice versa if the remedy you chose is impossible or would impose disproportionate costs. If both are impossible or disproportionate, we may refuse to bring the Goods into conformity and refund the price.
  7. You may request a price reduction or terminate the contract if: we refused or failed to bring the Goods into conformity; the lack of conformity persists despite our attempt; the lack of conformity is so serious that it justifies an immediate price reduction or termination; or it is clear that we will not bring the Goods into conformity within a reasonable time or without significant inconvenience. You cannot terminate the contract if the lack of conformity is minor.
  8. Complaints can be submitted by e-mail to info@callance.eu, via your Account, by post to ul. Niedźwiedzia 16, 86-031 Osielsko, Poland, or using the optional complaint form on the “Returns and complaints” page. Please state the order number, a description of the problem and your request, and attach photos if possible.
  9. We will respond to your complaint within 14 days of receipt.
  10. You make the Goods available to us; we collect them at our expense, in particular by sending a shipping label or arranging pick-up by a carrier or pallet collection. We bear the costs of repair or replacement, including removal and reinstallation where required by law.
  11. Lithium batteries, especially damaged ones, must be transported in accordance with dangerous goods rules. Please contact us before sending such Goods – we will tell you how to pack them safely and arrange transport at our expense.
  12. Refunds following termination or price reduction are made without undue delay, at the latest within 14 days of receipt of your statement, using the same payment method. In case of termination we refund the price after receiving the Goods or proof that they have been sent back.

11. Commercial guarantee

  1. The Seller does not provide its own commercial guarantee.
  2. If the manufacturer or another party provides a guarantee, this information, with the guarantor’s details and terms or a link to them, is shown on the product page. If there is no such information, we do not confirm that a guarantee exists, in particular for used, returned and auction Goods.
  3. A guarantee does not exclude, limit or suspend your statutory rights regarding conformity of the Goods.

12. Right of withdrawal

  1. You have the right to withdraw from the contract within 14 days without giving any reason. The period runs from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the Goods; for multiple Goods delivered separately, from possession of the last item.
  2. The detailed rules, the online withdrawal function “Withdraw from contract here” in the footer of every page, the effects of withdrawal, the cost of return and the model withdrawal form are set out in the document “Returns and complaints – information on the right of withdrawal”, which forms an annex to these Terms.
  3. You are liable for any diminished value of the Goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. In particular, permanent installation, connection to an electrical or PV installation, registration with a grid operator or in the manufacturer’s app, and charging cycles beyond a functional check may diminish the value of the Goods.
  4. The right of withdrawal does not apply in the cases set out in Article 16 of Directive 2011/83/EU (Article 38 of the Polish Consumer Rights Act), in particular to Goods made to your specifications or clearly personalised (e.g. a battery pack configured to your individual order).

13. Out-of-court dispute resolution

  1. You may contact the European Consumer Centre in your country (ECC-Net) or the consumer authorities and out-of-court dispute resolution bodies of your country. In Poland, information is available at https://prawakonsumenta.uokik.gov.pl.
  2. We do not undertake in advance to participate in out-of-court dispute resolution proceedings; we will inform you of our decision in each individual case.
  3. Out-of-court dispute resolution is voluntary and does not exclude the right to go to court.

14. Personal data

The Seller is the controller of your personal data. Details are set out in the Privacy and Cookie Policy.

15. Applicable law and jurisdiction

  1. Contracts concluded under these Terms are governed by Polish law. This choice of law does not deprive you of the protection afforded by the mandatory provisions of the law of the country in which you have your habitual residence.
  2. You may bring proceedings in the courts of the country where you are domiciled or in Poland. We may bring proceedings against you only in the courts of the country where you are domiciled.
  3. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.

16. Changes and final provisions

  1. We may change these Terms for important reasons, in particular changes in law, payment or delivery methods or electronic services. Orders placed before the change are governed by the version accepted at the time of the order.
  2. Account holders will be informed of changes by e-mail at least 14 days before they take effect and may delete their Account if they do not accept them.
  3. Nothing in these Terms limits your rights under mandatory consumer protection law.
  4. Annexes: (1) Returns and complaints – information on the right of withdrawal, model withdrawal form and complaint procedure; (2) Privacy and Cookie Policy; (3) Batteries and waste electrical equipment – information.