Detailed information regarding returns, complaints, and form templates
can be found on the terms and conditions page of our store, which you can access
via the following link: Terms and Conditions.
Below, you will find the sections of the terms and conditions
related to returns and complaints.
§8 Warranty (Rękojmia)
1. Delivery of the Product within the scope of warranty claims for defects shall be at the Seller's expense.
2. The Seller shall be liable under the warranty if the defect is discovered before the expiry of two years from the date of delivery of the Product to the Consumer. Since January 1, 2023, the minimum period for a claim based on non-conformity of goods with the contract is 2 years. This period applies to all goods - new and used. The Seller shall be liable to the Consumer if the Consumer Product was not in conformity with the contract at the time of its delivery, i.e. it has physical or legal defects. The Seller shall be liable for the non-conformity of the Consumer Product with the contract if it is discovered before the expiry of two years from the date of delivery of the Product to the Buyer, and in the event of replacement of the Product, this period shall run anew. A physical defect is a non-conformity of the sold item with the contract. In particular, the sold item is not in conformity with the contract if:
a) it does not have the properties which an item of this type should have due to the purpose indicated in the contract or resulting from the circumstances or intended use;
b) it does not have the properties the existence of which the Seller has assured the Buyer, including by presenting a sample or model;
c) it is not suitable for the purpose which the Buyer informed the Seller about at the conclusion of the contract, and the Seller did not object to such intended use;
d) it was delivered to the Buyer in an incomplete state.
3. The presumption of non-conformity of the product with the contract is 2 years.
5. The notification of defects in the Product should be sent electronically to the Seller's e-mail address or in writing to the Seller's postal address (see §1 point 3: "Seller's Address"). If the Consumer has difficulties and does not know how to construct a notification of defects in the Product, the notification can be sent, for example, on the form attached as Annex No. 2 to these Regulations, which is only a facilitation of the complaint process, does not constitute any requirement to use the above template for the complaint to be effective.
§9 Withdrawal
1. In accordance with the provisions of the law, the Customer who is a Consumer, within the meaning of Article 27 of the Act of 30 May 2014 (Journal of Laws of 2014, item 827, as amended) on Consumer Rights, has the right to withdraw from a distance contract without giving a reason.
2. The right to withdraw from the contract may be exercised within 14 calendar days from the moment the Customer, being a Consumer, or a third party designated by them other than the carrier, takes possession of the Goods.
3. The Customer who is a Consumer may withdraw from the contract by submitting a declaration on the online form, which constitutes Annex No. 1 to these Terms and Conditions, by sending it electronically or to the Seller's postal address at the Customer's choice. Annex No. 1 is only an aid to withdrawal from the contract and is not a necessary template for exercising the right to withdraw from the contract. The Customer may, but is not obliged to, use it. To effectively withdraw from the contract, it is sufficient to send a written declaration to the Seller's address.
4. To meet the deadline specified in point 2, it is sufficient to send the Customer's declaration of withdrawal from the contract before its expiry.
5. The Consumer is obliged to return the item to the entrepreneur or hand it over to a person authorized by the entrepreneur to receive it immediately, but no later than 14 days from the date on which they withdrew from the contract, unless the entrepreneur has offered to collect the item themselves. To meet the deadline, it is sufficient to return the item before its expiry.
6. The Seller shall immediately, within 14 calendar days of receiving the Customer's declaration of withdrawal from the contract, refund the Customer for all payments received from them, including the cost of delivery of the item. The Seller shall make the refund using the same method of payment as used by the Customer, unless the Customer has expressly agreed to a different method of refund, which does not involve any costs for them.
7. The Customer who is a Consumer shall bear only the direct costs of returning the Goods.
8. The Consumer has the right to withdraw from a distance contract without giving a reason and without incurring any costs, with the exception of the costs specified in Article 33 and Article 34 of the Consumer Rights Act.
9. The Consumer is liable for the decrease in the value of the item resulting from its use in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the item. This means that the Buyer has the right to assess and inspect the Goods, but only in the way they could do so in a stationary shop (i.e. check its completeness and technical parameters). The Consumer cannot use the item normally, otherwise, when withdrawing from the contract, they may be charged additional costs due to the decrease in its value.
10. The right to withdraw from the contract does not apply to the Customer in relation to contracts specified in Article 38 of the Act of 30 May 2014 on Consumer Rights.
§10 Complaint Procedure
1. In order to properly submit a complaint, the Customer should provide his/her data such as: name and surname or company name, residential address or company headquarters address and e-mail address, subject of the complaint, if possible the order number along with an indication of the period of time to which the complaint relates and circumstances justifying the submission of a complaint (description of what it involves), or what features the ordered Goods do not have, and according to the Seller's assurances or according to the way they were presented to the Customer, they were supposed to have them.
2. If the Customer is a Consumer, in the event of the first complaint, the Customer can count on the goods being repaired or replaced. Only when the entrepreneur refuses to remove the defect or replace it will the consumer have the right to withdraw from the contract. In the case of electronic goods, the consumer will also be able to request removal of defects in digital services, and if the removal of the defect or replacement is ineffective, he or she may demand a price reduction or withdraw from the contract.