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Returns and complaints

Returns:

  1. A consumer who has agreed into a distance contract with the Seller has the right to withdraw from the contract without giving a reason within 14 days of taking possession of the purchased items.
  2. Starting from 01/06/2020, the right to withdraw from the contract on the terms described in this paragraph and resulting from the Act on Consumer Rights also applies to a natural person concluding a contract with the Seller directly related to his business, when the content of this contract shows, that he or she does not have a professional character for this person, resulting in particular from the subject of the economic activity carried out by him, made available on the basis of the provisions of the Central Register and Information on Economic Activity. Therefore, when this paragraph refers to the consumer’s rights, from 01/06/2020 these rights also apply to a person who meets the above criteria.
  3. The right to withdraw from the contract shall not apply to the contract: in which the subject of the service is a non-prefabricated item, manufactured according to the Consumer’s specifications or serving to satisfy his individual needs.
  4. To withdraw from the contract, the Consumer must inform the Seller about his decision to withdraw from the contract by an unequivocal statement – for example, a letter sent by post or e-mail.
  5. The consumer may use the model withdrawal form available at https: //, but this is not obligatory.
  6. To keep the deadline for withdrawing from the contract, it is sufficient for the Consumer to send information regarding the exercise of the Consumer right to withdraw from the contract before the deadline for withdrawing from the contract.
  7. The consumer is obliged to return the product to the Seller or hand it over to a person authorized by the Seller to collect it immediately, but not later than 14 days from the day on which he withdrew from the contract, unless the Seller offered to collect the item himself. To meet the deadline, it is sufficient to return the product before its expiry
  8. The consumer bears the direct cost of returning the item.
  9. In the event of withdrawal from the contract, the Seller returns to the Consumer all payments received from the Consumer, including the cheapest cost of delivery of products available in the Store (if the cost was covered by the Consumer) immediately, and in any case not later than 14 days from the day on which the Seller was informed on exercising the right of withdrawal. The reimbursement will be made using the same payment methods that were used by the Consumer in the original transaction, unless the Consumer has expressly agreed to a different solution. In any case, the Consumer will not incur any fees in connection with the form of the refund.
  10. If the Seller has not offered to collect the item himself from the Consumer, he may withhold the reimbursement of payments received from the Consumer until he receives the item back or the Consumer provides proof of sending it back, depending on which event occurs first.
  11. The consumer is liable for a decrease in the value of the product as a result of using the product in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the product.

Template form of withdrawal from agreement

Complaints:

  1. If the product sold has a defect, the Buyer may do one of the followings:
    1. demand replacement of the product with one free from defects,
    2. demand removal of the defect,
    3. submit a price reduction statement,
    4. submit a statement of withdrawal from the contract.
  2.  If the Buyer finds a defect in a product, he should inform the Seller about it, at the same time specifying his claim related to the defect or making a statement of relevant content
  3. The buyer may use the complaint form available at https: //. However, this is not obligatory.
  4. The Buyer may contact the Seller by both traditional mail and electronic mail.
  5.  The Seller shall respond to the complaint submitted by the Buyer within 14 days from the date of delivery of the complaint by means of such means of communication by which the complaint was submitted.
  6. Details of the Seller’s warranty for defects are governed by the provisions of the Polish Civil Code (Articles 556 – 576).
  7. Starting from 01/06/2020, the provisions regarding the Seller’s warranty for defects of things sold regarding Consumers shall also apply to a natural person concluding a contract with the Seller directly related to his business, when the content of this contract indicates that he does not have for that person of a professional nature, resulting in particular from the subject of the economic activity carried out by him, made available on the basis of the provisions of the Polish Central Register and Information on Economic Activity.

Complaint form

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