Terms & Conditions

Effective from: 1 August 2026 · Last updated: 1 August 2026

1. Introduction — why this document exists

Welcome to the world of Rill & River.

We want shopping in our store to be simple, transparent and completely safe. That is why below we describe all the rules governing the use of the Store, placing orders, payments, delivery, returns and complaints.

These Terms & Conditions have been prepared in accordance with the applicable laws of the Republic of Poland and the European Union, in particular:

• the Act of 23 April 1964 — Civil Code (Kodeks cywilny),
• the Act of 30 May 2014 on Consumer Rights (Ustawa o prawach konsumenta),
• the Act of 18 July 2002 on Providing Services by Electronic Means (Ustawa o świadczeniu usług drogą elektroniczną),
• Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR / RODO),
• Regulation (EU) 2023/988 (GPSR — General Product Safety Regulation).

Placing an order means acceptance of these Terms & Conditions in full. We encourage you to read them carefully before making a purchase.

2. Seller details

The Seller operating the Rill & River Online Store is:

Important: The Seller is not a registered entrepreneur (no NIP, REGON or entry in the Central Register and Information on Economic Activity — CEIDG) and is not a VAT taxpayer.

3. Definitions — the Rill & River glossary

To avoid ambiguity, throughout all Rill & River documentation we use the following terms:

• Store — the online service available at www.rillandriver.com, operated by the Seller using the Shopify platform.
• Seller — Piotr Kozłowski, conducting business activity under the name Rill & River, owner of the Rill & River brand.
• Customer / Consumer — a natural person making a purchase in the Store for purposes not directly related to their business or professional activity.
• Entrepreneur — a natural person, legal person or organisational unit without legal personality making a purchase in connection with their business activity.
• Product — a clothing item or accessory offered in the Store, produced using the Print on Demand model.
• Print on Demand (POD) — a production model in which the Product is manufactured only after the order is placed and paid for by the Customer, eliminating overproduction.
• Cart — a Store functionality allowing Customers to collect selected Products before placing an Order.
• Order — a declaration of will made by the Customer via the Store, specifying the type and quantity of Products, delivery method and payment method.
• Sales Contract — a distance contract concluded between the Seller and the Customer, under which the Seller undertakes to transfer ownership of the Product to the Customer, and the Customer undertakes to pay the price.
• User Account — an individualised part of the Store, accessible after registration, enabling the Customer to manage their data and order history.
• Business days — days from Monday to Friday, excluding public holidays in Poland.
• Omnibus — Directive (EU) 2019/2161 and the implementing Polish Act on Consumer Protection, regulating, among other things, promotions and reference prices.
• GPSR — Regulation (EU) 2023/988 on general product safety, effective from 13 December 2024.
• GDPR / RODO — Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data.
• Cookies — small text files saved by the browser on the user's device, enabling the proper functioning of the Store.
• Newsletter — an electronic distribution service provided by the Seller, consisting of sending commercial and educational information by electronic means.
• Chargeback — an appeals procedure in the card payment system, in which the card issuer cancels a transaction at the cardholder's request.

4. Contact

We are at your disposal. Prefer to write? Great. Need a quick reply? Write to us via chat (if available) or email.

Correspondence address (returns and complaints):

5. About the Store

5.1. The Store conducts retail sales of Products via the Internet.

5.2. The Store's offer is primarily aimed at Consumers from Poland and other EU Member States.

5.3. The Store operates on the Shopify Inc. platform. Placing an Order is done through the purchasing system available on the Store's website.

5.4. All prices are given in Polish Zloty (PLN) or Euro (EUR) — depending on the currency selected by the Customer. For deliveries outside Poland, the final amount may be converted by the payment operator according to the current exchange rate.

5.5. The Seller reserves the right to temporarily suspend the Store's activity for technical or update purposes, about which the Customer will be informed in advance, if possible.

6. Products and the Print on Demand model

6.1. Rill & River is a clothing brand operating on a Print on Demand model. This means that every Product is manufactured individually — only after the Order is placed and paid for.

6.2. This model allows us to limit overproduction, waste of water and energy, and support a more responsible approach to clothing production.

6.3. The fact that the Product is manufactured for an individual Order does not in any way limit the statutory rights of the Consumer, in particular the right to withdraw from the contract within 14 days or the right to make a complaint within 2 years.

6.4. Product photos presented in the Store are taken on representative samples. Due to the specifics of digital printing, the natural properties of fabrics and individual monitor settings, actual colours may differ slightly from those shown in the photos. Such differences do not constitute a physical defect of the Product, provided they do not exceed the limits acceptable in the clothing industry.

6.5. The material composition, care instructions and information about the country of manufacture of the base garment are available on each product page. If you have any questions — feel free to write to contact@rillandriver.com.

7. Placing orders

7.1. Orders can be placed 24 hours a day, 7 days a week, via the Store's website.

7.2. To place an Order, you must:

1. select the Product(s) and add them to the Cart,
2. proceed to the Cart and verify the contents,
3. select the delivery and payment method,
4. provide the data necessary to fulfil the Order (name, surname, address, phone, email),
5. accept the Terms & Conditions and — in the case of Consumers — confirm that you have read the information on withdrawal from the contract,
6. click the button confirming the Order (e.g. "Order and pay").

7.3. Before placing the Order, the Customer has the opportunity to verify and correct the entered data. After placing the Order, if you notice an error in the data — write to us immediately at contact@rillandriver.com. If the Product has not yet been sent to production, we will try to update it.

7.4. The Order is placed at the moment the button confirming the Order is clicked. After placing it, the Customer will receive an automatic confirmation to the provided email address.

7.5. Placing the Order is not equivalent to concluding a Sales Contract. The contract is concluded at the moment the Product is sent for fulfilment (handed over for production in the POD model), about which the Customer will be informed in a separate email.

8. Conclusion of the sales contract

8.1. The Sales Contract is concluded at a distance, via the Store, in Polish (or English if the Customer has selected the EN language version).

8.2. The contract is concluded at the moment the Order is handed over for production in the Print on Demand system. The Customer will receive a separate confirmation of the conclusion of the Contract to their email address.

8.3. The content of the concluded Sales Contract is available after logging into the User Account (if one has been created) or, upon request, sent to the Customer's email address.

8.4. The Seller reserves the right to refuse to fulfil the Order in the event of:

• errors in the Product description or price (calculation mistake),
• technical inability to fulfil the Order,
• suspicion of fraud or abuse,
• non-payment of the Order within 48 hours (for traditional payments).

8.5. In the event of refusal to fulfil, the Customer will be informed immediately and, if payment has been made, will receive a refund within 14 days.

9. Prices and accuracy of information

9.1. All prices given in the Store are gross prices (include VAT).

9.2. The price shown next to the Product does not include delivery costs. The delivery cost is calculated individually based on the selected delivery method and destination, before the final placement of the Order.

9.3. The Seller strives to ensure full consistency of the information presented in the Store with the actual state. However, if you notice an obvious mistake (e.g. a t-shirt for PLN 1 instead of PLN 100) — let us know before placing the order. In the case of a price error that the Customer should have known was incorrect, the Seller has the right to refuse fulfilment.

9.4. In accordance with the so-called Omnibus regulations, if a Product is on promotion, the lowest price from the 30 days before the reduction is shown next to the promotional price. This information is visible on the product page.

10. Payment methods

10.1. The following payment methods are available in the Store:

• Fast online payments (BLIK, online transfers via the payment operator — e.g. Stripe, PayU, Przelewy24),
• Card payment (Visa, Mastercard, Apple Pay, Google Pay),
• Cash on delivery (if available for the given market),
• Deferred payment (e.g. Klarna, if integrated).

10.2. Payment operators are external entities (e.g. Stripe, PayU). The Seller does not store and does not have access to full Customer payment card data. All transactions are carried out in accordance with PCI DSS standards.

10.3. In the case of electronic payments, the Order is handed over for fulfilment after the Seller receives payment authorisation confirmation from the operator.

10.4. In the case of choosing a traditional payment (bank transfer), the Customer is obliged to make the payment within 48 hours. After this time, the Order may be cancelled.

11. Production and order fulfilment

11.1. Because we operate on a Print on Demand model, every Product is created especially for you. Production begins after the conclusion of the Sales Contract (confirmation of handover to production).

11.2. The fulfilment time (production + packing) is usually 2–5 business days. In special cases (large orders, holidays, seasonal traffic increases) this time may be extended — we always inform you by email.

11.3. After production is completed and the parcel is handed over to the courier, the Customer will receive a tracking link to their email address.

11.4. In the event of inability to fulfil the Order in whole or in part (lack of blank garment, printing malfunction), the Seller will immediately inform the Customer by email and propose:

• extending the fulfilment time,
• replacing with an equivalent Product (with the Customer's consent),
• cancelling the Order with a refund.

12. Delivery

12.1. Products are delivered via courier companies (e.g. InPost, DHL, DPD, FedEx — depending on the market) to the address indicated by the Customer in the Order.

12.2. Delivery is carried out within:

• Poland — typically 1–2 business days from dispatch,
• European Union — typically 3–7 business days from dispatch,
• Other countries — only if delivery to the given market has been explicitly launched.

12.3. Delivery costs are given in the price list available in the Store and displayed before placing the Order. Free delivery may be available for Orders above a specified value — this information is in the Cart.

12.4. The risk of accidental loss or damage to the Product passes to the Customer at the moment the Product is handed over by the courier (handed over in person or to a Parcel Locker / drop box).

12.5. If the parcel is visibly damaged on the outside — we recommend drawing up a damage report with the courier or reporting this fact within 24 hours. This will facilitate any subsequent complaint.

13. Right of withdrawal (return within 14 days)

13.1. If you are a Consumer, you have the right to withdraw from the Sales Contract within 14 days without giving any reason.

13.2. The withdrawal period expires after 14 days from the day on which you acquired physical possession of the Product or a third party other than the carrier indicated by you acquired physical possession of the Product.

13.3. To exercise the right of withdrawal, you must inform us of your decision. You can do this by:

• filling out the form available on the "Returns and Right of Withdrawal" subpage (button in the Store footer),
• sending an unambiguous statement by email to contact@rillandriver.com,
• by post to the returns address.

13.4. To meet the deadline, it is sufficient to send the information concerning the exercise of the right of withdrawal before the 14-day period expires.

13.5. Effects of withdrawal: In the event of withdrawal from the Contract, we will reimburse all payments received from you, including delivery costs (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us). We will carry out the reimbursement without undue delay, and in any case not later than 14 days from the day on which we are informed of your decision to withdraw from the contract. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

13.6. Return costs: You will have to bear the direct cost of returning the Product. For Products which, by their nature, cannot normally be returned by post, estimated return costs are given in the table on the "Returns and Right of Withdrawal" page.

13.7. Return deadline: Please send the Product to the returns address without undue delay, and in any event not later than 14 days from the day on which you informed us of the withdrawal. The deadline is met if you send the Product before the 14-day period expires.

13.8. Condition of return: You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning. Please try on clothing without removing tags and without excessive exposure to odours (perfumes, cigarette smoke).

14. Exceptions to the right of withdrawal

14.1. In accordance with Article 38 of the Consumer Rights Act, the right of withdrawal does not apply to contracts:

• for the supply of goods made to the Consumer's specifications or clearly personalised,
• for the supply of goods which are liable to deteriorate or expire rapidly,
• for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery.

14.2. Personalisation exception: If the Product contains a personalised element (print with your name, photo, unique design prepared specifically for your order), the right of withdrawal expires at the moment production begins. You will be clearly informed of this before placing the Order.

14.3. Hygiene exception: Underwear, socks, swimwear and other hygiene products delivered in sealed packaging are not subject to return after the packaging has been opened. Hygiene seal tags must remain intact.

15. Complaints and conformity guarantee

15.1. The Seller is liable to the Consumer for the conformity of the Product with the Contract.

15.2. A complaint can be submitted:

• by email to contact@rillandriver.com,
• by post to the correspondence address,
• via the form available on the Store's website.

15.3. The complaint should include:

• the Customer's contact details,
• date of purchase and Order number,
• description of the defect,
• request (repair, replacement, price reduction, withdrawal from contract),
• attachments (photos of the defect, receipt/invoice).

15.4. The Seller will respond to the complaint within 14 days of receiving it. Failure to respond within this period means the complaint is considered justified.

15.5. In the event the complaint is upheld:

• the defective Product will be replaced with a new one,
• or the price will be reduced,
• or the Contract will be terminated with a refund.

15.6. The cost of shipping the complained Product to the Seller is borne by the Customer. The cost of returning the new / repaired Product to the Customer is borne by the Seller.

16. Conformity of goods with the contract

16.1. The Product is in conformity with the Contract, in particular when:

• it corresponds to the description, type and quantity specified in the Order,
• it is fit for the purpose for which goods of this kind are normally used,
• it is delivered in the quantity specified in the Contract.

16.2. The Seller does not provide a separate quality guarantee for the Products, except in situations where such a guarantee is expressly marked on the product page.

17. Newsletter

17.1. Based on consent, the Customer may subscribe to the Rill & River Newsletter.

17.2. Subscription can be made via the form in the Store or during the Order placement (optional checkbox).

17.3. Consent to the Newsletter is voluntary and can be withdrawn at any time by:

• clicking the "Unsubscribe" link in the footer of every email,
• sending an email to contact@rillandriver.com.

17.4. The Newsletter is used exclusively to send information about new products, inspirations, education on sustainable fashion and — occasionally — promotions in accordance with the Omnibus regulations.

18. Customer reviews

18.1. Product reviews published in the Store come from actual Customers who have made a purchase.

18.2. The Seller does not censor reviews, but reserves the right not to publish or remove reviews:

• containing vulgar, offensive content or violating the rights of third parties,
• unrelated to the Product,
• containing personal data of third parties,
• constituting spam or competitor advertising.

18.3. In the case of a negative review, we encourage you to contact us — we want to solve the problem, not hide it.

19. Intellectual property

19.1. All materials posted in the Store (graphics, photos, texts, logos, patterns, the Rill & River name) are protected by copyright and are the property of the Seller or entities with whom the Seller has entered into appropriate agreements.

19.2. Copying, distributing, modifying or using these materials without the Seller's written consent is prohibited.

19.3. Print designs offered in the Store are the property of the Seller or covered by appropriate licences. Purchasing the Product does not mean acquiring the rights to use the design for other purposes.

20. Personal data and privacy

20.1. The Seller is the administrator of personal data. Detailed information on the processing of personal data, including purposes, legal bases, storage periods and the rights of data subjects, can be found in the Privacy Policy.

20.2. Providing personal data is voluntary but necessary to fulfil the Order and the Sales Contract.

21. Liability

21.1. The Seller is liable for failure to perform or improper performance of the Sales Contract, subject to provisions on exclusion of liability.

21.2. The Seller is not liable for:

• errors in delivery data provided by the Customer,
• delivery delays resulting from the carrier's actions,
• damage resulting from failure to follow the Product care instructions.

22. Force majeure

22.1. In the event of force majeure (e.g. pandemic, strike, Shopify system failure, POD supplier malfunction, natural disaster), the Seller is released from liability for delay or failure to perform obligations in whole or in part.

22.2. The Seller undertakes to immediately inform Customers of the situation and the estimated duration.

23. Out-of-court dispute resolution

23.1. In the event of a dispute, the Consumer has the option to use:

• mediation — application to the competent court or mediator,
• arbitration — application to the competent court or permanent consumer arbitration court,
• ODR platform — the EU online dispute resolution platform available at ec.europa.eu/consumers/odr.

23.2. The Seller declares that they have not committed to out-of-court dispute resolution before permanent consumer arbitration courts.

24. Final provisions

24.1. These Terms & Conditions are effective from the day of publication in the Store and apply to all Orders placed from that day.

24.2. The Seller reserves the right to change these Terms & Conditions. Changes enter into force 7 days after publication in the Store. Orders placed before the changes take effect are fulfilled on the basis of the previous provisions.

24.3. Matters not regulated by these Terms & Conditions shall be governed by Polish law, and in particular the Civil Code and the Consumer Rights Act.

24.4. These Terms & Conditions are available in electronic form, in Polish and English. In the event of any discrepancies, the Polish version shall prevail.

Version history