Terms and Conditions

Last updated: 27.09.2026. The https://ie.tortli.com store is operated by PSM GROUP sp. z o.o., ul. Komunalna 3, 37-403 Pysznica, Polska, KRS 0000913869, NIP 7123422334, REGON 389549670. Contact regarding orders, returns and complaints: shop@tortli.com. Seller's postal address: ul. Komunalna 3, 37-403 Pysznica, Polska.

1. Products and placing orders

On the product page, we provide its features, variants, price and available personalization options. The product price, as well as taxes and delivery costs visible for a given order, are presented before it is placed. To purchase a product, add it to the cart, provide the required details, select an available delivery and payment method, and confirm the order. We send confirmation of acceptance of the order to the provided email address. The sales agreement concerns the products and terms confirmed for that order. Purchase may be possible without creating an account.

Available payment methods, any fees and the currency are indicated at the store checkout before the order is confirmed. In the case of advance payment, order preparation begins after payment is received. If payment is not completed, we will contact the buyer or cancel the unpaid order after prior notice, where appropriate.

2. Personalization

We produce personalized products according to the details provided by the buyer, e.g. a name, inscription, photo or design. Before confirming the order, check the spelling, dates and selected variant. When using photos or other materials, the buyer should have the right to provide and use them in the order. Do not send unlawful content or content infringing the rights of others. We may request clarification of an illegible file or an error in the details before production. The possibility of changing or cancelling an order before shipment depends on the production stage; contact us immediately at shop@tortli.com.

3. Fulfilment and delivery

We provide the estimated product preparation time in the offer or in the order summary. Products in one order may have different preparation times. Current delivery methods, their prices, availability for the address and any free-delivery threshold are displayed in the cart or checkout before the order is placed. Final availability may depend on the address, shipment size and cart contents. Once the shipment is dispatched, we provide available tracking information. If we cannot fulfil the order within the agreed time, we will inform the buyer and apply the rights due to them.

4. Statutory right of withdrawal

A consumer who has purchased remotely goods not covered by an exception may, as a rule, withdraw from the agreement without giving any reason within 14 days of receiving the goods. It is sufficient to send an unambiguous statement before the expiry of this period to shop@tortli.com or the seller's postal address. The form below is optional. The goods must be returned within 14 days of submitting the withdrawal notice. The buyer bears the direct cost of return, unless regulations or agreed terms provide otherwise. The buyer is liable for any reduction in value resulting from use beyond what is necessary to examine the characteristics and functioning of the goods.

We refund payments received, including the cost of the cheapest standard delivery offered for the order, without undue delay and no later than within 14 days of receiving the statement. We may withhold the refund until we receive the goods or proof that they have been returned. The refund is made using the same payment method, unless the buyer agrees to a different method at no additional cost. If the order includes goods delivered separately, the withdrawal period runs from receipt of the last of them, in accordance with applicable regulations.

5. Products made to individual order and voluntary returns

The statutory right of withdrawal may not apply to non-prefabricated goods made according to the buyer's individual specifications or clearly personalized. Merely marking a product as personalized does not remove the statutory right if the conditions for the exception are not met. Despite this exception, we voluntarily accept returns of items made according to individual specifications if the consumer reports the return within 14 days of receiving the product at shop@tortli.com and returns the item within 14 days of reporting it. The buyer bears the direct cost of return. We refund the price and the cost of the cheapest standard delivery offered for the order within 14 days of the report; we may withhold the refund until we receive the item or proof that it has been returned. This voluntary option does not limit rights relating to a defect or non-conformity of the goods with the agreement.

6. Complaints and rights concerning defects

If the product is damaged, incomplete or not in conformity with the order, write to shop@tortli.com. Provide the order number and describe the problem; photos may help, but are not a condition for making a complaint. We will confirm receipt of the complaint and explain how it will be handled in accordance with the law applicable to the buyer. Depending on the situation, the buyer may be entitled to repair, replacement, a price reduction or a refund. We bear the costs necessary to remedy the non-conformity to the extent provided for by applicable regulations. The voluntary return under section 5 does not limit these rights.

7. Personal data and contact

The controller of data related to the order is the seller indicated above. The rules for data processing, including photos used for personalization, are described in the privacy policy available in the store. For product safety, complaints and returns, shop@tortli.com may be used.

8. Applicable law and out-of-court dispute resolution

Polish law applies to agreements to the extent permitted by applicable regulations. This choice does not deprive the consumer of protection resulting from mandatory provisions of the country of their habitual residence. The buyer may use out-of-court dispute resolution methods available in their country; their use is voluntary unless regulations provide otherwise. No provision of these terms and conditions limits the consumer's statutory rights.

Model withdrawal statement

To: PSM GROUP sp. z o.o., ul. Komunalna 3, 37-403 Pysznica, Polska, shop@tortli.com. I hereby inform you of my withdrawal from the sales agreement for the following goods: [description]. Order number: [number]. Date of receipt: [date]. Buyer's full name and address: [details]. Date: [date]. A signature is required only for a form sent on paper.