SHIPPING & DELIVERY POLICY

This Shipping and Delivery Policy ("Policy") governs all aspects of the delivery of Products ordered by consumers ("you", "Consumer") through the Platform operated by Exactflow Prosta Spółka Akcyjna, a Prosta Spółka Akcyjna incorporated and registered in Poland under KRS number 0001218490, NIP 5342706763, REGON 543770217, registered office at ul. Stanisława Bodycha 87, 05-816 Reguły, Poland ("Company", "we", "us", "our"). The Platform includes www.exactsolution.com and Products listed by the Company on Back Market, Refurbed, Allegro, Cdiscount, eBay, and Kaufland.

This Policy covers: delivery zones and geographic availability; shipping options and costs; order processing and dispatch timelines; risk transfer; failed delivery; delays; lost and damaged deliveries; and customs obligations. All delivery terms comply with Article 18 of Directive 2011/83/EU on Consumer Rights, as implemented by the Polish Consumer Rights Act. Nothing in this Policy limits or excludes your statutory rights as a Consumer under applicable EU or Polish law.

Key terms used in this Policy: Handling Time means the 1–2 Business Days between Order Confirmation and Dispatch. Dispatch means th/e moment the Company hands the packaged Product to the Carrier and a Tracking Number is generated. Estimated Delivery Date means the indicative date communicated at checkout, calculated as Handling Time plus Carrier transit time — it is not a guaranteed date unless explicitly confirmed in writing. A Business Day is any day other than a Saturday, Sunday, or Polish public holiday on which commercial banks in Poland are open.

Poland (Domestic)

The Company delivers to all addresses within Poland, including InPost parcel locker (Paczkomat) delivery where a locker is selected at checkout. Products in parcel lockers are held for a minimum of  48–72 hours before being returned.

European Union and EEA

The Company delivers to all EU member states and EEA countries. Available service options, timelines, and costs for your specific destination are displayed at checkout before you confirm your Order. No customs duties apply to intra-EU deliveries as the Company ships from Poland. VAT is applied at the rate applicable in your country of residence in accordance with the EU One Stop Shop (OSS) scheme under EU VAT Directive 2017/2455.

United Kingdom

The Company delivers to Great Britain and Northern Ireland. The Company applies delivery duty paid (DDP) terms where commercially available through its Carriers, meaning no additional customs charges are due upon delivery. Where DDP is not available for a specific shipment, this is clearly communicated at checkout and UK import VAT or duties become the Consumer's responsibility. Please review the checkout notes before confirming your UK Order.

Non-EU International

For destinations outside the EU and UK, contact shipping@exactsolution.com before ordering to confirm availability, costs, and estimated timelines. Import duties, customs fees, and local taxes levied by the destination country's authorities are the Consumer's sole responsibility. The Company has no control over customs procedures and cannot predict applicable charges.

Shipping costs are calculated at checkout based on destination, service tier, and package weight and dimensions. The full cost is displayed and agreed before payment is completed. You will never be charged a shipping fee not shown at checkout. All costs are inclusive of applicable VAT. The Company may offer free shipping above a defined purchase value threshold or as part of a promotional offer; such thresholds are subject to change and do not apply retroactively.

Standard Shipping

Available to all delivery zones using DHL Parcel, DPD, GLS, InPost, or equivalent Carriers. Estimated transit time is 1–3 Business Days from Dispatch for domestic Polish addresses and 3–7 Business Days from Dispatch for other EU and EEA destinations, depending on the specific country and Carrier routing.

Express Shipping

Available for domestic Polish addresses and most EU and EEA destinations using DHL Express, FedEx, or equivalent express Carriers. Estimated transit time is 1 Business Day from Dispatch for Poland and 1–3 Business Days from Dispatch for other EU and EEA destinations. Express Shipping does not reduce Handling Time; faster transit begins from Dispatch.

Same-Day and Next-Day Delivery

These options may be available for certain Polish addresses subject to Order cut-off times and dispatch facility stock availability. Where available, they are displayed at checkout with the applicable cut-off time. Orders placed after the cut-off are processed on the following Business Day. Availability may vary during peak periods and public holidays.

Orders are processed, packaged, and handed to the Carrier within 1–2 Business Days of Order Confirmation. Orders placed before 12:00 noon Polish time (CET/CEST) on a Business Day are generally dispatched the same or following Business Day. Orders placed after 12:00 noon or on a non-Business Day are processed on the next Business Day. During peak periods, Handling Time may extend to 3 Business Days; where this is anticipated, it will be communicated on the Platform before and during Order placement.

Upon Dispatch, a Dispatch Confirmation email is sent to you containing the Carrier name, your Tracking Number, a direct link to the Carrier's tracking portal, the Estimated Delivery Date, and the confirmed Delivery Address. You are responsible for monitoring the tracking status of your delivery. If tracking does not update within 48 hours of Dispatch Confirmation, contact shipping@exactsolution.com as this may indicate a Carrier system issue.

All Products are packaged with anti-static and cushioning materials in appropriately sized boxes. High-value devices may be double-boxed for additional protection. The outer packaging does not display the value or brand of the contents to reduce theft risk in transit. If packaging shows visible signs of damage, tampering, or compromise on arrival, photograph this before opening and note the damage on the Carrier's delivery documentation before signing.

Pursuant to Article 20 of Directive 2011/83/EU, risk of loss or damage to the Product passes from the Company to the Consumer at the moment the Consumer or their nominated representative takes physical possession of the Product. During transit from Dispatch to delivery, the risk remains with the Company. If a delivery fails, is lost, or the Product is damaged while in the Carrier's custody, the Company bears responsibility and will arrange a refund or replacement — you do not bear financial responsibility for Products lost or damaged in Carrier transit, provided you have not provided an incorrect Delivery Address or refused delivery without cause.

Where you arrange your own Carrier for collection from the Company's premises, risk passes to you upon handover to your nominated Carrier, and you assume full responsibility for transit insurance and any loss or damage during collection and onward delivery.

Legal title to and ownership of the Product passes to the Consumer upon full payment of the purchase price and physical delivery of the Product. Until both conditions are met, the Product remains the property of the Company. This reservation of title does not affect your statutory warranty rights or right of withdrawal.

Failed and Refused Delivery

Carriers will make a minimum of two delivery attempts before treating a delivery as failed. Where no one is available, the Carrier will leave a notification with options for redelivery or depot collection. Where delivery fails due to Consumer error — including an incorrect Delivery Address, failure to respond to redelivery notifications, or unjustified refusal — additional shipping costs for a second dispatch may be charged to the Consumer.

If you have provided an incorrect address, contact shipping@exactsolution.com immediately with your Order number and the correct address. If the Order has not yet been dispatched, the address will be corrected at no charge. If already dispatched, the Company will attempt redirection where the Carrier permits; redirection fees are the Consumer's responsibility. Where a Product is undeliverable due to Consumer error and is returned, the Product price is refunded less the original shipping cost, and reshipment requires a new shipping fee.

If you refuse delivery without cause (for reasons other than visible outer packaging damage), the Product will be returned and processed as a voluntary return under the 14-day Cooling-off Period. The Product price will be refunded; the original shipping cost is non-refundable and return shipping costs may be deducted where incurred by the Company.

Delivery Delays

Minor delays of 1–3 Business Days beyond the Estimated Delivery Date are not uncommon and may occur due to Carrier volume, weather, or other factors outside the Company's control. Check your tracking status using the Tracking Number in your Dispatch Confirmation before contacting us.

A significant delay arises where delivery has not occurred within 7 Business Days beyond the Estimated Delivery Date for Poland, or 10 Business Days for EU and international deliveries, and tracking does not indicate a specific imminent delivery date. Under Article 18(2) of Directive 2011/83/EU, you may request delivery within an additional period appropriate to the circumstances; if the Company fails to deliver within that period, you are entitled to cancel the Sales Contract and receive a full refund of all amounts confirmpaid including delivery charges. In all cases of significant delay, contact shipping@exactsolution.com immediately — do not wait. The Company will open a formal Carrier investigation within 2 Business Days and provide daily updates until the matter is resolved.

Lost Deliveries

A Product is considered lost where: tracking has not updated for more than 5 consecutive Business Days during transit; tracking shows delivery was made but you have not received the Product and there is no evidence of delivery to your address; or the Carrier confirms loss following investigation. As risk remains with the Company during transit, you are not financially responsible. Upon confirmation of loss, the Company will offer either a full refund of all amounts paid including delivery charges, or a replacement dispatched with priority shipping at no additional cost, at your election.

To report a potentially lost delivery, contact shipping@exactsolution.com with your Order number and Tracking Number. Please first check with neighbours, building management, and nearby parcel lockers, as Carriers sometimes leave packages in accessible secure locations without notification.

Damaged Deliveries

If you receive a damaged Product, photograph the outer packaging and the Product before and during unpacking, note any outer damage on the Carrier's delivery documentation before signing, and contact shipping@exactsolution.com within 48 hours of delivery with your Order number, description of the damage, and photographs. Even if you do not report within 48 hours, your statutory rights remain intact for the full two-year warranty period. The Company will arrange return of the damaged Product at its cost and will offer, at your election, a replacement of equivalent specification and grade or a full refund including delivery charges, processed within 7 Business Days of receiving the returned Product or photographic evidence.

Where your Order was placed through Back Market, Refurbed, Allegro, Cdiscount, eBay, or Kaufland, the delivery process is identical to direct Platform orders. The Company dispatches all Products from its central warehouse in Poland regardless of the sales channel. Your Tracking Number and Estimated Delivery Date are communicated through the marketplace messaging system and, where available, by direct email.

Delivery disputes for marketplace orders should be initiated through the platform's messaging or dispute system in the first instance, as this creates a timestamped record. The Company monitors all marketplace channels and responds within the platform's required seller response timeframe. If difficulty persists, contact shipping@exactsolution.com directly with your marketplace Order reference number.

Customs and Import Taxes

No customs duties apply to intra-EU deliveries. For UK deliveries, the Company applies DDP terms where commercially available; where not available, UK import VAT and duties are the Consumer's responsibility as disclosed at checkout. For all other international destinations, import duties, customs fees, and local taxes are the Consumer's sole responsibility. These charges are levied by the destination country's customs authority and are outside the Company's control. Failure to pay import duties may result in the Product being returned to the Company; in such cases, the Product price (net of any Carrier costs incurred) will be refunded once the Product is received back.

Packaging and Environment

The Company uses right-sized, recyclable packaging materials wherever possible to minimise environmental impact. We are progressively reducing single-use plastics and increasing the proportion of certified sustainable materials. We encourage Consumers to recycle packaging in accordance with their local authority's recycling guidelines.

This Policy is governed by the laws of the Republic of Poland. All mandatory consumer rights under Directive 2011/83/EU, as implemented in Polish law and the law of each EU member state of the Consumer's habitual residence, apply in full regardless of this Policy's terms. Nothing in this Policy limits rights that cannot be waived under applicable mandatory law.

The Company may update this Policy to reflect changes in Carrier partnerships, delivery zones, pricing, or applicable law. Material changes will be notified to registered Account holders by email and by notice on the Platform at least 14 days before taking effect. The Policy in force at the time of your Order Confirmation governs the delivery terms for that Order.

Shipping and delivery enquiries, tracking assistance, lost or damaged delivery reports:

Email:    shipping@exactsolution.com

Data protection:    support@exactsolution.com 

Post:    Exactflow Prosta Spółka Akcyjna, ul. Stanisława Bodycha 87, 05-816 Reguły, Poland

Platform:    www.exactsolution.com