Complaints & Returns

Right of Contract Withdrawal

  1. A privileged Buyer shall have the right to withdraw from a contract concluded with the Seller via the Store, subject to § 8 of the Regulations, within 14 days without giving any reason.
  2. The withdrawal period expires 14 days from the following date:
  3. The date on which the privileged Buyer takes possession of the goods, or a third party other than the carrier and designated by the privileged Buyer takes possession of such goods;
  4. In the case of a contract for the transfer of ownership of multiple goods delivered separately, in batches or in parts — the date on which the privileged Buyer or a designated third party takes possession of the last good, batch or part.
  5. To exercise the right of withdrawal, the privileged Buyer shall notify the Seller via a clear written statement (such as a letter sent by post or e-mail) using the contact details specified in § 2 of the Regulations.
  6. The privileged Buyer may use the model withdrawal form attached at the end of the Regulations; the use of this form is not mandatory.
  7. The withdrawal deadline shall be deemed met if the privileged Buyer sends a notice of exercising the right of withdrawal before the expiry of the 14-day period.

Consequences of Contract Withdrawal

  1. In the event of withdrawal from the contract, the Seller shall refund all payments received from the privileged Buyer, including delivery costs (excluding additional costs arising from a delivery method other than the cheapest standard delivery offered by the Seller), promptly and in any case no later than 14 days from the date the Seller is informed of the Buyer’s withdrawal decision.
  2. The refund shall be made using the same payment method used in the original transaction, unless the privileged Buyer agrees to an alternative solution. In no case shall the privileged Buyer incur any fees in connection with the refund.
  3. If the Seller does not offer to collect the goods personally from the privileged Buyer, the Seller may withhold the refund until receiving the returned goods or receiving proof of shipment, whichever occurs first.
  4. The goods shall be returned promptly to the following address: ul. Nadrzeczna 16/H1/D34, 05-552 Wólka Kosowska, and no later than 14 days from the date the privileged Buyer notifies the Seller of withdrawal. The time limit is respected if the goods are dispatched within 14 days.
  5. The privileged Buyer shall bear the direct costs of returning the goods.
  6. The privileged Buyer shall be liable only for any reduction in the value of the goods resulting from use beyond what is necessary to establish the nature, characteristics and functionality of the goods.
  7. If the goods cannot be returned by standard postal delivery due to their nature, the privileged Buyer shall also bear the direct return costs. The estimated cost shall be indicated in the product description or during the order placement process.

Exceptions to the Right of Withdrawal

  1. The right of withdrawal for distance contracts shall not apply to:
  2. Non-prefabricated goods produced according to the privileged Buyer’s specifications or tailored to individual personalised needs;
  3. Perishable goods or goods with a short shelf life;
  4. Sealed goods which cannot be returned after opening for health protection or hygiene reasons, if the packaging has been opened after delivery;
  5. Goods which, after delivery, are inseparably combined with other items due to their nature;
  6. Sealed audio recordings, visual recordings or computer software, if the seal has been opened after delivery;
  7. The supply of newspapers, periodicals or magazines, excluding subscription agreements;
  8. Goods whose price depends on fluctuations in the financial market beyond the Seller’s control, which may occur before the withdrawal period expires.

Complaints

General Provisions

  1. The Seller shall be liable to the privileged Buyer for contractual compliance in accordance with generally applicable legal provisions, particularly the Consumer Rights Act.
  2. All complaints (including those related to Store operation) shall be submitted to the postal or e-mail address specified in § 2 of the Regulations.
  3. Where a product is covered by a warranty, relevant information and warranty terms are available in the Store.
  4. The Seller shall respond to all complaints within 14 days from the date of receipt.

Privileged Buyers

  1. Goods
  2. In the event of goods non-compliant with the contract, the privileged Buyer may exercise the rights specified in Chapter 5a of the Consumer Rights Act.
  3. The Seller shall be liable for any non-compliance existing at the time of delivery and identified within two years of delivery, unless a longer validity period is specified.
  4. In case of contractual non-compliance, the privileged Buyer may demand:
  5. Goods replacement;
  6. Goods repair.
  7. In addition, the privileged Buyer may submit a statement for:
  8. Price reduction;
  9. Contract termination
    in the following situations:
    • The Seller refuses to restore contractual compliance in accordance with applicable legal provisions;
    • The Seller fails to restore compliance within a reasonable period;
    • Non-compliance persists despite the Seller’s remedial attempts;
    • The non-compliance is substantial enough to justify price reduction or direct contract termination;
    • It is clearly confirmed that the Seller cannot restore compliance within a reasonable time or without excessive inconvenience to the Buyer.
  10. For goods requiring repair or replacement, the privileged Buyer shall make the goods available to the Seller. The Seller shall collect the goods at its own cost.
  11. The privileged Buyer may not withdraw from the contract in the case of insignificant non-compliance.
  12. In the event of valid contract withdrawal, the privileged Buyer shall return the goods to the Seller’s address (ul. Nadrzeczna 16/H1/D34, 05-552 Wólka Kosowska) at the Seller’s cost without delay. The Seller shall refund the product price promptly, no later than 14 days after receiving the goods or proof of return shipment.
  13. The Seller shall process price reduction refunds promptly, no later than 14 days from receiving the Buyer’s price reduction application.
  14. Out-of-Court Complaint & Dispute Resolution
  15. The Seller informs Consumers of the possibility to use out-of-court complaint and dispute resolution procedures. Access rules for these procedures are available on the official websites of authorised dispute resolution bodies. Consumers may use:
    • Free support from European Consumer Centres for cross-border transactions: https://konsument.gov.pl/eck-w-europie/
    • The European Commission Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr
    In Poland, additional free support includes trade inspection mediation and permanent consumer arbitration courts.
  16. These provisions are for informational purposes only and do not oblige the Seller to participate in out-of-court dispute resolution.
  17. The use of out-of-court procedures is voluntary for both the Seller and the Consumer.
  18. Consumers may obtain free assistance from local municipal or county consumer protection officers.

Non-Privileged Buyers

  1. Non-privileged Buyers may file complaints for defective goods under the warranty provisions of the Polish Civil Code.
  2. The Seller’s warranty liability applies to physical defects identified within two years of goods delivery.
  3. Business buyers shall forfeit warranty rights if they fail to inspect goods in a timely manner and notify the Seller of defects immediately upon detection.
  4. Under the Civil Code, non-privileged Buyers may:
  5. Submit a price reduction request;
  6. Terminate the contract in case of substantial defects;
  7. Demand replacement with defect-free goods;
  8. Demand defect remediation.
  9. If the examination of a complaint requires delivery of defective goods, non-privileged Buyers shall send the goods to the following address: ul. Nadrzeczna 16/H1/D34, 05-552 Wólka Kosowska.