Complaints and returns
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.
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.
The declaration of withdrawal from the contract must be submitted to the Seller within 14 days from the date of receipt of the item.
The item must be returned within 14 days of submitting the declaration. on withdrawal from the contract.
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.
Yes. However, the buyer cannot complain about the goods on the basis of a specific defect if it was disclosed in the offer description.
No. Such information may violate applicable law.
There is no statutory obligation to return goods in their original packaging. The item should be sent back in packaging that prevents damage.
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.
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.
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.
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.
Detailed information can be found inRegulations.