Returns (withdrawal from the contract)

Consumers have a statutory right to withdraw from a distance sales contract (i.e., the right to return the product without giving a reason) within 30 days from the date of receipt of the product. Below we present the detailed rules for exercising this right.

  1. The consumer may withdraw from the Sales Agreement within 30 days without giving any reason (this right also applies to a sole trader making a purchase unrelated to their professional activity – the so-called "entrepreneur on consumer rights").
  2. The period specified above begins from the delivery of the Product to the Consumer or to a person indicated by them other than the carrier. In the case of a contract that covers multiple Products delivered separately, in batches, or in parts, the period runs from the delivery of the last item, batch, or part. For contracts for the regular delivery of Products for a fixed term (subscription) – from the delivery of the first of the Products.
  3. In the case of withdrawal from a distance contract, the contract is considered not concluded.
  4. The Seller shall refund all payments made by the Consumer, including the costs of delivering the goods to the Consumer, without delay, and no later than 14 days from the day of receiving the Consumer's statement of withdrawal from the Agreement. The Seller shall make the refund using the same payment methods that the Consumer used in the original transaction, unless the Consumer has expressly agreed to a different solution that does not involve additional costs for them.
  5. The Seller may withhold the refund until the Product is received back or until the Consumer provides proof of return of the Product, depending on which event occurs first.
  6. The Consumer should return the Product to the Seller's address (provided in the Regulations) without delay, no later than 14 days from the day they informed the Seller of the withdrawal from the Agreement. The deadline will be met if the Consumer returns the Product before the 14-day period expires.
  7. The rules for bearing the costs of returning the Product depend on the country of return:
    • Returns from Poland: The Seller bears the direct costs of returning the Product (including the costs of returning the Product if, due to its nature, it could not be returned by regular mail).
    • Returns from countries other than Poland: The direct costs of returning the Product are borne by the Consumer.
  8. The method of sending the returned Product should be agreed upon by the Consumer with the Seller.
  9. The Consumer is only liable for the reduction in the value of the Product resulting from use in a manner other than necessary to establish the nature, characteristics, and functioning of the Product.
  10. The right to withdraw from the contract does not apply to the Consumer in relation to contracts:
    1. where the subject of the service is a non-prefabricated item made according to the Consumer's specifications or serving to meet their individualized needs,
    2. where the subject of the service is an item delivered in a sealed package, which cannot be returned after opening for health or hygiene protection reasons if the package has been opened after delivery,
    3. where the subject of the service is an item that spoils quickly or has a short shelf life,
    4. for the provision of services, if the Seller has fully performed the service with the Consumer's explicit consent, who has been informed before the service begins that after the Seller's performance, they will lose the right to withdraw from the Agreement,
    5. where the price or remuneration depends on fluctuations in the financial market, which the Seller does not control and which may occur before the withdrawal period expires,
    6. where the subject of the service is items that, after delivery, due to their nature, are inseparably connected with other items,
    7. where the subject of the service is alcoholic beverages, the price of which was agreed upon at the conclusion of the sales contract, and whose delivery can only take place after 30 days and whose value depends on fluctuations in the market, which the Seller does not control,
    8. where the subject of the service is sound or visual recordings or computer programs delivered in a sealed package, if the package has been opened after delivery,
    9. for the delivery of newspapers, periodicals, or magazines, except for subscription agreements,
    10. for the delivery of digital content not stored on a tangible medium, if the performance of the service has begun with the Consumer's explicit consent before the withdrawal period expires and after informing them about the loss of the right to withdraw.
  11. In the event of the need to refund a transaction made by the Customer with a payment card, the Seller will refund to the bank account linked to the Customer's payment card.

Detailed information about the right to withdraw from the contract is included in our Regulations (section 8).