Returns and complaints

RETURNS

  1. A Consumer who has concluded a 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 01/01/2021, 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 activity, if the content of this contract results, that it does not have a professional character for that person, resulting in particular from the subject of the business activity performed by him, made available on the basis of the provisions on the Central Register and Information on Economic Activity. Therefore, when under this paragraph, the rights of the Consumer are mentioned, starting from 01/01/2021, these rights also apply to a person who meets the above criteria.
  3. To withdraw from the contract, the Consumer must inform the Seller of his decision about withdrawal from the contract by an unequivocal statement – for example, a letter sent by post, fax or e-mail.
  4. The Consumer may use the model withdrawal form available below.
  5. To meet the deadline for withdrawing from the contract, it is sufficient for the Consumer to send information regarding the execution of the Consumer right to withdraw from the contract before the deadline is met.
  6. The Consumer is obliged to return the product to the Seller or hand it over to a person authorized by the Seller to collect immediately, but not later than 14 days from the day on which he withdrew from the contract, unless the Seller has offered to collect the item himself. To meet the deadline, it is sufficient to return the product before its expiry.
  7. The Consumer bears the direct cost of returning the item.
  8. 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 of the performance 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 reimbursement.
  9.  If the Seller has not offered to collect the item 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.
  10. The Consumer is responsible for reducing 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.

COMPLAINTS

  1. The Seller is obliged to provide the Buyer with a product free of defects.
  2. The seller is liable to the Buyer if the sold product has a physical or legal defect.
  3. If the sold product has a defect, the Buyer may:
    1. request replacement of the product for one free of defects,
    2. request to remove the defect,
    3. make a price reduction statement,
    4. make a statement about withdrawal from the contract.
  4. 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 found defect or making a statement of relevant content.
  5. The Buyer may use the complaint form available below, however this is not mandatory.
  6. The Buyer may contact the Seller by both traditional mail and electronic mail.
  7. The Seller shall respond to the complaint submitted by the Buyer within 14 days from the day of delivery of the complaint by means of communication by which the complaint was submitted.
  8. Starting from 01/01/2021, the provisions on the Seller’s warranty for defects in the goods sold for Consumers also apply to a natural person concluding a contract with the Seller directly related to its business activity, when the content of this contract shows that it does not have for this person of a professional nature, resulting in particular from the subject of their business activity, made available on the basis of the provisions on the Central Register and Information on Economic Activity.

 

 

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