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Returns and complaints

How to file a complaint

All complaints regarding products or the online store can be submitted:

Products sent or returned as part of a complaint may be shipped to: Chotów 24A, 63-460 Nowe Skalmierzyce, Poland.

What to include in a complaint

The Customer has the right to make a return within 30 days of receiving the order.

In the complaint description, it is recommended to provide:

  • information and circumstances concerning the subject of the complaint, in particular the type and date of occurrence of the irregularity or lack of conformity with the contract;
  • a request as to how conformity with the contract is to be restored, or a statement of price reduction or withdrawal from the contract, or another claim; and
  • the contact details of the person filing the complaint — this will facilitate and speed up the processing of the complaint.

The requirements stated above are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description. If the contact details provided by the person filing the complaint change while the complaint is being processed, they are obliged to notify the Seller.

Evidence (e.g. photos, documents or the product) related to the subject of the complaint may be attached by the person filing the complaint.

We may also ask the person filing the complaint to provide additional information or send evidence (e.g. photos) if this facilitates and speeds up the processing of the complaint by us.

When you will receive a response to your complaint

The Seller will respond to the complaint promptly, no later than within 14 calendar days of its receipt.

Where you will find the legal regulations concerning complaints

The basis and scope of liability for the conformity of the product with the contract are defined by generally applicable provisions of law, in particular the Civil Code, the Consumer Rights Act and the Act on the provision of electronic services of 18 July 2002 (Journal of Laws No. 144, item 1204, as amended).

There are two types of liability for the conformity of the product with the contract:

  • the Seller’s statutory liability — this is liability arising from the provisions of law; below you will find detailed information on where it is regulated; this liability cannot be excluded in the case of consumers;
  • contractual liability (e.g. a guarantee granted by a guarantor) — this is additional liability, applicable where a given product is covered by e.g. a guarantee. The guarantee may be granted by an entity other than the Seller (e.g. by the manufacturer). Detailed regulations concerning liability under the guarantee can be found in the guarantee card or in another place concerning the granting of the guarantee.

Below you will find detailed regulations concerning the Seller’s liability under the provisions of law — depending on the type of product (movable item, digital content or service) and depending on the date of conclusion of the contract (up to 2022 or from 2023):

  • The provisions concerning a complaint about a product — a movable item — purchased by the Customer on the basis of a sales agreement concluded with the Seller by 31 December 2022 are set out in the provisions of the Civil Code in the wording in force until 31 December 2022, in particular Art. 556-576 of the Civil Code. These provisions define in particular the basis and scope of the Seller’s liability towards the Customer if the sold product has a physical or legal defect (statutory warranty). The Seller is obliged to deliver a product free of defects to the Customer.
  • The provisions concerning a complaint about a product — a movable item (including a movable item with digital elements), excluding however a movable item which serves solely as a carrier of digital content — purchased by the Customer on the basis of a sales agreement concluded with the Seller from 1 January 2023 are set out in the provisions of the Consumer Rights Act in the wording in force from 1 January 2023, in particular Art. 43a – 43g of the Consumer Rights Act. These provisions define in particular the basis and scope of the Seller’s liability towards the consumer in the event of the product’s lack of conformity with the sales agreement.
  • The provisions concerning a complaint about a product — digital content or a digital service or a movable item which serves solely as a carrier of digital content — purchased by the Customer on the basis of a sales agreement concluded with the Seller from 1 January 2023 or before that date, if the delivery of such a product was to take place or took place after that date, are set out in the provisions of the Consumer Rights Act in the wording in force from 1 January 2023, in particular Art. 43h – 43q of the Consumer Rights Act. These provisions define in particular the basis and scope of the Seller’s liability towards the consumer in the event of the product’s lack of conformity with the sales agreement.

Return and complaint form

This document is a translation of the Polish original. In the event of any discrepancies, the Polish version shall prevail.