Returns and complaints

Complaint and warranty

  1. The Sales Contract covers new Products.
  2. In case of a defect in the goods purchased from the Seller, the Customer has the right to make a complaint based on the warranty provisions of the Civil Code.
  3. Complaints should be submitted in writing or electronically to the Seller's addresses given in these Regulations.
  4. Complaints should be submitted in writing or electronically to the Seller's addresses given in these Regulations or using an electronic complaint form, made available by the Seller on one of the Store's subpages.
  5. It is recommended to include in the complaint, among other things, a brief description of the defect, the circumstances (including the date) of its occurrence, the data of the customer making the complaint, and the customer's request in connection with the defect of the goods.
  6. The Seller will respond to the complaint request immediately, no later than within 14 days, and if it does not do so within this period, it is considered that the Customer's request was considered justified.
  7. Goods sent back under the complaint procedure should be sent to the address Olszany 55a, 05-604 Jasieniec.
  8. If the Product has a warranty, the information about it, as well as its content, will be included next to the description of the Product in the Store.

Out-of-court ways of dealing with complaints and redress of grievances

  1. Detailed information on the consumer's ability to use out-of-court procedures for handling complaints and pursuing claims, as well as the rules of access to these procedures, are available at the offices and websites of county (city) consumer ombudsmen, social organizations whose statutory tasks include protecting consumers, Provincial Inspectorates of Commercial Inspection and at the following web addresses of the Office of Competition and Consumer Protection: http://www.uokik.gov.pl/spory_konsumenckie.php; http://www.uokik.gov.pl/sprawy_indywidualne.php and http://www.uokik.gov.pl/wazne_adresy.php.
  2. The consumer has the following examples of out-of-court means of complaint handling and redress:
    a. The consumer shall be entitled to apply to the permanent amicable consumer court referred to in Article 37 of the Act of December 15, 2000 on Trade Inspection (Journal of Laws of 2014, item 148, as amended) to resolve a dispute arising from the Agreement concluded with the Seller.
    b. The Consumer shall be entitled to apply to the provincial inspector of the Commercial Inspection, in accordance with Article 36 of the Act of December 15, 2000 on Commercial Inspection (Journal of Laws of 2014, item 148, as amended), to initiate mediation proceedings for the amicable settlement of a dispute between the Consumer and the Seller.
    c. A consumer may obtain free assistance in resolving a dispute between him and the Seller, also using the free assistance of a district (city) consumer ombudsman or a social organization whose statutory tasks include consumer protection (such as the Consumer Federation, the Association of Polish Consumers).

Right of withdrawal

  1. The consumer may withdraw from the Sales Agreement within 14 days without giving any reason.
  2. The running of the period specified in paragraph 1 begins with the delivery of the Product to the Consumer or a person other than the carrier designated by the Consumer.
  3. In the case of a Contract that includes multiple Products that are delivered separately, in batches or in parts, the term indicated in paragraph 1 shall run from the delivery of the last item, batch or part.
  4. The Consumer may withdraw from the Contract by submitting a statement of withdrawal from the Contract to the Seller. To meet the deadline for withdrawal from the Agreement it is sufficient for the Consumer to send the statement before the deadline.
  5. The statement can be sent by traditional mail, fax or electronically by sending the statement to the Seller's email address or by submitting the statement on the Seller's website - Seller's contact details Olszany 55a, 05-604 Jasieniec. The statement can also be made on the form, the model of which is attached as Appendix No. 1 to these Regulations and Appendix to the Act of May 30, 2014 on Consumer Rights, but it is not mandatory.
  6. If the Consumer sends a statement electronically, the Seller will send the Consumer to the e-mail address provided by the Consumer a confirmation of receipt of the statement of withdrawal from the Agreement.
  7. Effects of withdrawal from the Agreement:
    a. In the case of withdrawal from the Agreement concluded remotely, the Agreement is considered not concluded.
    b. In the event of withdrawal from the Agreement, the Seller shall return to the Consumer immediately, no later than within 14 days from the date of receipt of the Consumer's statement of withdrawal from the Agreement, all payments made by the Consumer, including the costs of delivering the item, except for additional costs resulting from the delivery method chosen by the Consumer other than the cheapest ordinary delivery method offered by the Seller.
    c. The Seller will refund the payment to the bank account indicated by the Consumer in the withdrawal form, unless the Consumer has expressly agreed to another solution that will not incur any costs for him.
    d. The seller may withhold reimbursement until it receives the Product back or until it is provided with proof of return, whichever event occurs first.
    e. The Consumer should send back the Product to the Seller's address given in these Terms and Conditions immediately, no later than 14 days from the day on which he informed the Seller about the withdrawal from the Contract. The deadline will be met if the Consumer sends back the Product before the expiration of the 14-day period.
    f. The Consumer shall bear the direct costs of returning the Product, including the costs of returning the Product if, due to its nature, the Product could not be returned by mail in the usual manner.
    g. The consumer shall be liable only for the diminution in value of the Product resulting from the use of the Product in a manner other than necessary to ascertain the nature, characteristics and functioning of the Product.
  8. If, due to the nature of the Product, it cannot be returned by ordinary mail, information about this, as well as about the cost of returning the Product, will be included in the description of the Product in the Store.
  9. The right to withdraw from a contract concluded at a distance does not apply to the Consumer with respect to the Contract:
    a. in which the object of performance is a non-refabricated item, produced to the Consumer's specifications or serving to meet his individualized needs,
    b. in which the object of the service is an item delivered in a sealed package, which cannot be returned after opening the package for health or hygiene reasons, if the package has been opened after delivery,
    c. in which the object of performance is an item that is perishable or has a short shelf life,
    d. for the provision of services, if the Seller has fully performed the service with the express consent of the Consumer, who was informed before the start of the service, that after the performance of the Seller will lose the right to withdraw from the Agreement,
    e. in which the price or remuneration depends on fluctuations in the financial market, over which the Seller has no control, and which may occur before the expiration of the deadline for withdrawal from the Contract,
    f. in which the object of performance is things that, after delivery, due to their nature, become inseparable from other things,
    g. for the delivery of digital content that is not recorded on a tangible medium, if the performance has begun with the express consent of the Consumer before the expiration of the deadline for withdrawal from the contract and after the Seller has informed him of the loss of the right to withdraw from the contract.
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