Complaints and returns

When can I cancel my purchase?

Pursuant to the Act of May 30, 2014 on consumer rights (Journal of Laws of 2014, item 827), the Buyer who is a Consumer (consumer purchase) may, no later than 14 days from the date of receipt withdraw from the purchase of the item, without giving a reason and without incurring any costs, except for the cost of return shipping. The Buyer must inform the Seller about the fact of withdrawing from the contract. The Buyer may withdraw from the contract even if the Seller has not yet sent the goods. As in the case of withdrawal after receiving the goods, the Buyer must inform the Seller about this fact.

When is a consumer purchase and what are my rights in connection with it?

The buyer is a consumer if he or she buys an item from an entrepreneur (i.e. a person running a business or professional activity) and this purchase is not related to his or her business or professional activity. Such a purchase is a consumer purchase. The Buyer then has the right to withdraw from the concluded contract without giving a reason. The buyer may also use the help of the Consumer Ombudsman/UOKiK.

When can I withdraw from the contract without giving a reason?

The declaration of withdrawal from the contract must be submitted to the Seller within 14 days from the date of receipt of the item.

How much time do I have to return the goods?

The item must be returned within 14 days of submitting the declaration. on withdrawal from the contract.

When can I file a complaint for defective goods?

The buyer may file a complaint about an item that turns out to be defective or inconsistent with the offer, demanding free repair or price reduction, or withdrawing from purchasing it. Only defects of the item not presented in the offer are subject to complaints.

Does the possibility of complaining about defective goods apply to all types of transactions (Dutch auctions and fixed price sales)?

Yes. However, the buyer cannot complain about the goods on the basis of a specific defect if it was disclosed in the offer description.

Can the Seller stipulate in the offer description that he does not accept returns?

No. Such information may violate applicable law.

Do I have to return the goods in their original packaging?

There is no statutory obligation to return goods in their original packaging. The item should be sent back in packaging that prevents damage.

Do I have to inform in writing that I want to withdraw from the contract and return the goods?

The regulations do not specify the form in which the declaration of withdrawal from the contract is to be submitted. It is worth submitting it in writing, by e-mail. The declaration template is available for download in the user account.

Who covers the shipping costs in the event of withdrawal from the contract and return of the goods?

If the Buyer has chosen a method of delivering the item other than the cheapest standard delivery method offered by the Seller, then the Seller is not obliged to reimburse the Buyer for any additional costs incurred.

Who covers shipping costs in the event of a complaint?

If the Seller accepts the warranty claim, he covers the shipping costs. If the Buyer pays for returning the goods, the Seller should reimburse the Buyer for all costs incurred.

When will the Seller give me money for the returned goods?

The seller should return the funds within 14 days of receiving the declaration of withdrawal from the contract, but may withhold the refund until he receives the returned item.

Where can I get more information about complaints and returns?

Detailed information can be found inRegulations.