Returns and complaints

Returns and Complaints

1. A customer who is a consumer within the meaning of Art. 221 of the Civil Code may withdraw from the contract without providing a reason by submitting an appropriate declaration within 14 days. To meet this deadline, it is sufficient to send the declaration before its expiry.
2. The customer may prepare the declaration independently or use a withdrawal form template. This template is sent to the customer’s email address as a PDF attachment with the Order Confirmation email.
3. The 14-day period starts from the day the goods were delivered, or in the case of a service agreement, from the day the contract was concluded.
4. Upon receiving the consumer’s declaration of withdrawal, the seller will send an electronic confirmation of receipt of the declaration to the consumer’s email address.
5. The right to withdraw from the contract by the consumer is excluded in the following cases:
   • Provision of services, if the seller has fully performed the service with the consumer’s explicit consent, who was informed beforehand that upon full performance of the service by the seller, they would lose the right to withdraw from the contract;
   • Contracts in which the price or remuneration depends on fluctuations in the financial market beyond the seller’s control, which may occur before the withdrawal deadline;
   • Contracts where the item supplied is made to order, non-prefabricated, manufactured according to the consumer’s specifications or serving to meet their individual needs;
   • Contracts where the item supplied is liable to deteriorate rapidly or has a short shelf life;
   • Contracts where the item is delivered in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons, if the packaging has been opened after delivery;
   • Contracts involving goods which, after delivery, due to their nature, become inseparably combined with other items.
6. In the case of withdrawal from a distance contract, the contract is considered not concluded. The goods must be returned in an unchanged condition, unless the change was necessary within the ordinary course of management, in particular to determine the nature, characteristics, and functioning of the item. The return should occur promptly, no later than within 14 days. The purchased goods should be returned to the seller’s address.
7. The seller shall promptly, but no later than 14 days from the date of receiving the consumer’s declaration of withdrawal, refund all payments made by the consumer, including delivery costs. The refund will be made using the same payment method as used by the consumer, unless the consumer agrees otherwise, and it does not incur any additional costs.
8. If the consumer chose a delivery method other than the least expensive standard delivery method offered by the seller, the seller is not obliged to refund the additional costs incurred by the consumer.
9. The consumer shall bear only the direct costs of returning the goods, unless the seller has agreed to bear them or failed to inform the consumer about the necessity of covering such costs.