Terms of service

Last updated: 17 October 2026

These Terms explain how the website catomishop.com works and how a sales contract for Catomi products is concluded. Please read them before placing an order. You can save or print these Terms.

1. Seller

The Catomi shop at catomishop.com (the "Site") is operated by:

HESFAM VENTURES spółka z ograniczoną odpowiedzialnością (Hesfam Ventures sp. z o.o.)
ul. Ostrobramska 101A lok. 301, 04-041 Warszawa, Poland
KRS 0001093165, Sąd Rejonowy dla m.st. Warszawy w Warszawie, XIV Wydział Gospodarczy KRS
NIP 1133127421, EU VAT number PL1133127421, REGON 528032391

Contact:
Orders, returns and complaints: support@catomishop.com
General enquiries: info@catomishop.com
Phone: +48 787 486 737
Our support team works Monday to Friday, 11:00 to 16:00 Central European Time (CET/CEST), except public holidays in Poland. We reply to emails within 24 hours on working days.

"We", "us" and "our" refer to Hesfam Ventures sp. z o.o.

2. Definitions

Customer, you: a person or organisation that uses the Site or places an order.
Consumer: a natural person who buys a product for purposes unrelated to their trade, business or profession.
Sole trader with consumer rights: a natural person running a business who buys a product for a purpose that is not professional for them. Under Polish law, such a buyer has the consumer rights to withdraw from the contract, to protection against unfair terms and to the seller's liability for lack of conformity.
Product: goods sold on the Site.
Contract: the sales contract between you and us.
Working days: Monday to Friday, except public holidays in Poland.

3. Documents that apply

Together with these Terms, the following apply:

Shipping Policy: countries, delivery times and how delivery works;
Refund Policy: withdrawal from the contract within 14 days, damage during delivery, liability for lack of conformity, model withdrawal form;
Privacy Policy: how we process personal data and use cookies;
Legal Notice: company details.

If you are a consumer and the mandatory laws of the country where you habitually reside give you more protection than these Terms, those laws apply.

4. Services on the Site

The following are available on the Site free of charge:

browsing the Site and placing orders;
a customer account (order history, delivery details);
an email newsletter with news, offers and reminders about products left in the cart or viewed on the Site, only with your consent;
live chat. The first replies in the chat are given by an automated assistant based on artificial intelligence. Questions about a specific order are passed on to our support team;
the contact form on the Contact page;
order tracking on the Track Your Order page;
product reviews.

Technical requirements. You need a device with internet access, a current version of a web browser with JavaScript and cookies enabled and, to place orders or receive the newsletter, a working email address.

It is prohibited to post unlawful content on the Site, to transmit malware, to interfere with the Site or bypass its security, or to provide another person's data or false information. In case of a breach, we may remove such content and close access to the account, telling you the reason.

How to stop using the services. You can delete your account at any time by writing to support@catomishop.com. You can unsubscribe from the newsletter via the link in any email. The chat and the contact form are used per request and do not require a separate agreement.

Complaints about the Site should be sent to support@catomishop.com. Describe the problem and leave a contact for our reply. We reply within 14 days.

5. Reviews

Product reviews on the Site are collected through Judge.me. Only customers who ordered the product in our shop can leave a review: after delivery they receive an email with a link to the review form. If a review was left by someone who received the product free of charge for review purposes, this is stated in the review. We do not remove reviews because of a low rating. A review may be removed if it breaks the law or is not about the product.

6. Orders and conclusion of the contract

Product descriptions on the Site are not a binding offer but an invitation to place an order.
To place an order, choose a product, its variant (for example, the tone) and the quantity, add it to the cart and go to checkout. Enter your email, delivery address and payment method, then confirm the order with the button that includes an obligation to pay (for example, "Pay now"). Before clicking this button, you can review and correct all your details.
After payment, we send an order confirmation to your email. The contract is concluded when this confirmation is sent.
The contract is concluded in English. If a version of these Terms is available on the Site in your language, it has equal force.
We store your order details in our system. The order confirmation email includes links to these Terms and the Refund Policy. The current version of these Terms is always available on the Site, where you can save or print it.
When we may cancel an order. Before sending the confirmation, we may decline an order, for example if we suspect fraud. After the contract is concluded, we may cancel an order only if the product is out of stock or delivery to the given address is impossible. If a price on the Site was shown with an obvious technical error, we will contact you before dispatch, and you can confirm the order at the correct price or cancel it. In all these cases, we inform you immediately and refund the full amount within 14 days at the latest.

7. Prices and payment

Prices are shown in euro (EUR) and, for Poland, also in Polish zloty (PLN). If you pay in another currency, your bank converts the amount.
Prices include VAT and, for parcels from outside the EU, customs duties. Nothing extra is payable on delivery.
Delivery costs depend on current rates and are always shown at checkout before payment.
Payment is made in full when you place the order, using the methods shown at checkout. Payments are processed by payment providers, including Shopify Payments. We do not receive or store full card details.
A discount code is entered at checkout and applies under the terms of the specific promotion.
We may change the prices on the Site. This does not affect orders that have already been confirmed.
You can request an invoice by writing to support@catomishop.com.

8. Delivery

We deliver to Germany, France and Poland.
Order processing takes 1 to 3 working days, and delivery takes 7 to 12 working days. Details are in the Shipping Policy. In any case, we deliver no later than 30 days after the contract is concluded.
The risk of accidental loss of or damage to the product passes to you when you, or a person you have indicated (other than the carrier), receive the parcel.
If your order is not delivered on time, please contact us. If we do not deliver it within an additional period agreed with you, you may withdraw from the contract and receive a full refund.

9. Withdrawal from the contract within 14 days

Consumers and sole traders with consumer rights may withdraw from the contract within 14 days of receiving the product without giving a reason. The procedure, deadlines, return shipping costs and the model withdrawal form are set out in the Refund Policy.

10. Liability for conformity of the product with the contract

We are liable for any lack of conformity of the product with the contract that existed at the time of delivery and becomes apparent within 2 years of delivery.
If the product is not in conformity with the contract, you can request repair or replacement. If repair and replacement are impossible, would involve disproportionate costs, or we do not carry them out within a reasonable time, you can request a price reduction or terminate the contract if the lack of conformity is not minor.
How to submit a complaint and what is not considered a lack of conformity are described in the Refund Policy. We reply to a complaint within 14 days of receiving it.
We do not offer an additional commercial guarantee for the products.
Minor natural variations in wood grain and shade, and differences in how colours appear on different screens, are not a lack of conformity.

11. Intellectual property

Texts, photos, videos, the logo and the design of the Site belong to us or are used by us under licence. They may not be copied or used for commercial purposes without our written consent. The original design of the Catomi desk cat bed is registered in the EU as a Registered EU Design (No. 015124709-0001 and No. 015124709-0002).

12. Liability

We are liable to you in accordance with the law. These Terms do not limit our liability for death or personal injury, for damage caused intentionally or for gross negligence. For consumers and sole traders with consumer rights, they also do not limit it in any case where the law does not allow this.
We are not liable for temporary unavailability of the Site due to maintenance or failures on the side of service providers, if this did not affect the fulfilment of your order.
If you buy as a business (other than a sole trader with consumer rights), the provisions of the Polish Civil Code on sales between businesses apply. In this case, except in the cases listed in point 1 of this section, our liability is limited to the order price, liability for lost profits is excluded, and liability under the statutory warranty (rękojmia) is excluded to the extent permitted by Article 558 of the Polish Civil Code.

13. Force majeure

We are not liable for delays caused by events beyond our control, such as natural disasters, armed conflicts, epidemics, decisions of public authorities or major transport disruptions. We will inform you of such a delay. If delivery is delayed by these events for more than 30 days, either party may withdraw from the contract, and we will refund the full amount.

14. Personal data

How we process personal data is described in the Privacy Policy.

15. Contact and dispute resolution

If you have a problem, write to us at support@catomishop.com. We resolve most issues by email.
If you are a consumer, you can use ways of resolving disputes outside the courts. In Poland, these include the permanent consumer arbitration courts and mediation at the Voivodeship Inspectorates of Trade Inspection (Wojewódzki Inspektorat Inspekcji Handlowej), as well as municipal and district consumer ombudsmen (rzecznik konsumentów). A register of these bodies is kept by UOKiK (uokik.gov.pl). For disputes with a seller from another EU country, the European Consumer Centre in your country (ECC Net) helps free of charge. Our participation in such a procedure is voluntary. If a dispute cannot be resolved through a complaint, we will tell you whether we agree to such a procedure.
The contract is governed by Polish law. If you are a consumer, this choice of law does not deprive you of the protection given by the mandatory provisions of the law of the country where you habitually reside.
A consumer may bring proceedings before the courts of their place of residence or before the courts in Poland. We may bring proceedings against a consumer only before the courts of the consumer's place of residence. Disputes with business customers (other than sole traders with consumer rights) are decided by the court competent for our registered office.

16. Changes to these Terms

We may change these Terms, for example because of changes in the law or in how the Site works. The new version is published on the Site with the date of the update. Orders placed before a change are governed by the Terms in force at the time of the order. If you use an account or the newsletter, we will inform you of changes by email at least 14 days in advance. If you do not agree, you can delete your account or unsubscribe from the newsletter.

17. Producer registration for packaging and furniture

France: unique identifier (IDU) for packaging, Citeo: FR554058_01YQQM. Unique identifier (IDU) for furniture, Ecomaison: FR554058_10PYWM.
Germany: registration number in the LUCID packaging register: DE1280016734833.