Refund policy

COMPLAINT HANDLING PROCEDURE

1. The Customer should submit complaints to the Seller in writing to the following address: [email protected]. The Customer may use the complaint form available in the Store, but this is not a condition for the complaint to be considered. The foregoing does not apply to a Consumer or an Entrepreneur with consumer rights, who may submit complaints to the Seller in any manner.
2. If the Customer finds that the shipment containing the Product has been tampered with, or has suffered loss or damage, the Customer should immediately (no later than within 7 days of the date of receipt of the shipment) submit a complaint to the Seller. This will make it possible to pursue claims against the carrier. This is not a condition for considering the complaint of a Consumer or an Entrepreneur with consumer rights. The complaint should include a detailed description of the problem and the Customer’s demand, and may also include photographic documentation.
3. The Seller undertakes to consider the Customer’s complaint within 30 days, and the complaint of a Consumer or an Entrepreneur with consumer rights within 14 days. If the Seller does not respond to the complaint of a Consumer or an Entrepreneur with consumer rights within 14 days, the complaint is deemed to have been accepted as justified.
4. If the complaint is upheld, the Seller will take appropriate action.
5. Out-of-court methods of handling complaints and pursuing claims in legal relations with Consumers are available, including:
   1. the possibility of resolving disputes electronically via the ODR (online dispute resolution) platform, available at: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN;
   2. the possibility of amicable proceedings before a common court or other bodies.

WITHDRAWAL FROM THE AGREEMENT

1. The Seller or the Customer may withdraw from the Agreement on the terms set out in the provisions of the Civil Code (Journal of Laws 2017, item 459, consolidated text, as amended).
2. The Consumer has the right to withdraw from the Agreement within 14 days of the date of receipt of the Goods.
3. Information on the Consumer’s withdrawal from the Agreement is contained in the notice on the right of withdrawal, available on the Store’s website.
4. The Consumer is not entitled to withdraw from certain agreements, namely:
   1. for the provision of services, if the Seller has fully performed the service with the Consumer’s express consent, and the Consumer was informed before the performance began that after the Seller has performed the service, the Consumer will lose the right of withdrawal from the Agreement;
   2. in which the price or remuneration depends on fluctuations in the financial market over which the Seller has no control and which may occur before the expiry of the withdrawal period;
   3. in which the Goods are non-prefabricated items, manufactured to the Consumer’s specification or serving to satisfy the Consumer’s individualised needs;
   4. in which the Goods are items that spoil quickly or have a short shelf life;
   5. in which the Goods are items delivered in sealed packaging which, after opening, cannot be returned for health protection or hygiene reasons, if the packaging was opened after delivery;
   6. in which the Goods are items which, after delivery, due to their nature, become inseparably connected with other items;
   7. in which the Goods are alcoholic beverages, the price of which was agreed upon conclusion of the Agreement, and the delivery of which can take place only after 30 days and the value of which depends on market fluctuations over which the Seller has no control;
   8. in which the Consumer has expressly requested the Seller to come to them for the purpose of carrying out urgent repair or maintenance; if the Seller provides additional services other than those requested by the Consumer, or supplies items other than spare parts necessary to carry out the repair or maintenance, the Consumer has the right of withdrawal from the Agreement with respect to the additional services or items;
   9. in which the Goods are audio or visual recordings or computer programs delivered in sealed packaging, if the packaging was opened after delivery;
   10. for the supply of newspapers, periodicals or magazines, with the exception of subscription agreements;
   11. concluded by way of a public auction;
   12. for the provision of services in the field of accommodation other than for residential purposes, carriage of goods, car rental, catering, services related to leisure, entertainment, sporting or cultural events, if the agreement specifies the date or period of performance of the service;
   13. for the supply of digital content not recorded on a tangible medium, if performance began with the Consumer’s express consent before the expiry of the withdrawal period and after the Seller informed the Consumer of the loss of the right of withdrawal.
5. The Seller shall promptly, and no later than within 14 days of receiving the Consumer’s statement of withdrawal from the Agreement, refund to the Consumer all payments made by them, including the cost of delivery of the Goods. The Seller shall make the refund using the same method of payment that the Consumer used, unless the Consumer has expressly agreed to a different method of refund that does not involve any costs for them.
6. If the Consumer chose a method of delivery other than the cheapest standard method of delivery offered by the Seller, the Seller is not obliged to refund the Consumer the additional costs incurred.
7. The Consumer is obliged to return the Goods together with all accessories, including the packaging, insofar as it constitutes an essential part of the Goods. The Seller may withhold the refund until the Goods have been received or until the Consumer provides proof of having sent them back, whichever occurs first.
8. The Consumer bears only the direct costs of returning the Goods, unless the Seller has agreed to bear them or has not informed the Consumer of the obligation to bear these costs.
9. The Consumer is liable for any reduction in the value of the Goods resulting from using them in a manner beyond what is necessary to establish the nature, characteristics and functioning of the Goods.
10. In the event of effective withdrawal from the Agreement, the Agreement is deemed not to have been concluded.
11. The provisions of points 2–10 apply to an Entrepreneur with consumer rights.