Return policy

Returns Policy

Art. 1. (1) The User-Consumer has the right to withdraw from the distance contract or from the off-premises contract without stating a reason, without incurring any penalty or other charge, except for the costs provided for in Art. 54, para. 3 and Art. 55, within 14 days, counted from the date of:

1. conclusion of the contract - in the case of a contract for services;

2. receipt of the goods by the consumer or by a third party, other than the carrier and designated by the consumer - in the case of a contract of sale, or:

a) when the consumer has ordered multiple goods in a single order, which are delivered separately, counted from the date on which the consumer or a third party, other than the carrier and designated by the consumer, receives the last good;

b) in the case of delivery of goods consisting of multiple consignments or parts, counted from the date on which the consumer or a third party, other than the carrier and designated by the consumer, receives the last consignment or part;

c) in the case of contracts for the regular delivery of goods, which is carried out over a specified period of time, counted from the date on which the consumer or a third party, other than the carrier and designated by the consumer, receives the first good;

Attached to these General Terms and Conditions, as Annex No. 1, are the Standard Instructions for Exercising the Right of Withdrawal, pursuant to Art. 47, para. 4 of the Consumer Protection Act.

(2) The right of withdrawal under para. 1 does not apply in the following cases:

• for the delivery of goods and the provision of services, the price of which depends on fluctuations in financial markets which the Supplier cannot control;
• for the delivery of goods made to the specifications of the User-Consumer or according to their individual order;
• for the delivery of goods which, by their nature, cannot be returned or are subject to rapid deterioration, or there is a risk of deterioration of their quality characteristics;
• for the delivery of audio or video recordings or software products sealed by the consumer;
• for the delivery of newspapers, periodicals and other publications.

(3) When the Supplier has not fulfilled its obligations to provide information specified in Art. 54 of the Consumer Protection Act, the User-Consumer has the right to withdraw from the concluded contract within three months, counted from the date of receipt of the goods. When the information under this paragraph is provided to the User-Consumer within the withdrawal period, the same shall begin to run from the date of its provision.

(4) When the consumer wishes to withdraw from the distance contract, they shall inform the Supplier of their decision before the expiry of the period under para. 1 of this article. To exercise their right of withdrawal, the User-Consumer may use the standard withdrawal form pursuant to Annex No. 2 to these General Terms and Conditions or may otherwise unambiguously declare their decision to withdraw from the contract. The User-Consumer has exercised their right of withdrawal from the contract if they have sent a message to the Supplier exercising their right of withdrawal before the expiry of the period under para. 1.

(5) In the event that the User-Consumer exercises their right of withdrawal under para. 1, the Supplier is obliged to refund the amounts paid for the products, excluding the delivery costs for them, in full, no later than 14 business days, counted from the date on which the User-Consumer exercised their right of withdrawal from the concluded contract. When the User-Consumer has exercised the right of withdrawal from the contract, the following rules also apply:

1. The Supplier is not obliged to refund the additional costs of delivery of the goods when the User-Consumer has expressly chosen a method of delivery of the goods other than the cheapest standard delivery type offered by the Supplier.

2. The Supplier has the right to withhold the payment of the amounts due to the User-Consumer under this para. 5 until they receive the goods or until the User-Consumer provides proof that they have sent the goods back, whichever occurs earlier.

3. The User-Consumer must send or deliver the goods back to the Supplier or to a person authorized by them without undue delay and no later than 14 days, counted from the date on which the User-Consumer notified the Supplier of their decision to withdraw from the contract. The deadline is considered met if the User-Consumer sends or delivers the goods back to the Supplier before the expiry of the 14-day period.

4. The User-Consumer must send or deliver the goods back to the Supplier or to a person authorized by them in good commercial condition, namely - with the original packaging, consumables and accessories preserved, if any. The goods must not be scratched, used, worn, torn, washed or ironed.

5. When the right of withdrawal from the contract is exercised, the User-Consumer pays only the direct costs of returning the goods.


(6) The User-Consumer undertakes to preserve the goods received from the Supplier, their quality and safety during the period under para. 5.


(7) In the event of non-conformity of the goods with the contract of sale, the User-Consumer has the right to file a complaint, requesting the Supplier to bring the goods into conformity with the contract of sale.

(8) Any non-conformity of the consumer goods with the contract of sale that appears within 6 months after the delivery of the goods is presumed to have existed at the time of delivery, unless it is proven that the lack of conformity is due to the nature of the goods.

(9) Complaints are accepted during all business hours at the commercial premises where the goods were purchased or the service was ordered, at the Supplier's management address, or at another place designated by them. The complaint may also be filed at any of the Supplier's commercial premises in the country where similar commercial activity is carried out as in the premises from which the goods were purchased. The right to choose the place for filing the complaint belongs entirely to the consumer.

(10) When the consumer goods do not conform to the contract of sale, the seller is obliged to bring them into conformity with the contract of sale. Bringing the goods into conformity with the contract of sale is free of charge for the User-Consumer. They do not owe costs for the dispatch of the goods or for materials and labor associated with their repair, and they must not suffer significant inconvenience.

(11) In the event that the complaint is justified, the User-Consumer may choose between having the goods repaired or replaced with new ones, unless this is impossible or the chosen method of compensation is disproportionate compared to the other.

(12) Bringing the goods into conformity with the contract of sale must be carried out within one month, counted from the filing of the complaint.

(13) After the expiry of the one-month period under para. 12 of this article, the User-Consumer has the right to rescind the contract of sale and have the paid amount refunded or to request a reduction in the price of the goods. The Supplier is obliged to satisfy the request for rescission of the contract and to refund the amount paid by the User-Consumer when, after having satisfied three of their complaints by repairing the same good, within two years from the delivery of the goods, a subsequent non-conformity of the goods with the contract of sale appears.

(14) The User-Consumer cannot claim rescission of the contract if the non-conformity of the goods with the contract is minor.

(15) The User-Consumer may also request compensation for damages suffered as a result of the non-conformity.

(16) The User-Consumer may exercise their right under para. 8 – para. 15 of this article within two years, counted from the delivery of the goods, but no later than two months from the discovery of the non-conformity with what was agreed. This period stops running during the time necessary for the repair or replacement of the goods or for reaching an agreement between the Supplier and the User-Consumer to resolve the dispute. The exercise of the consumer's right under para. 8 – para. 15 of this article is not subject to any other period for filing a claim, other than the period under this paragraph.

Annex No. 1 - Standard Instructions for Exercising the Right of Withdrawal

Annex No. 2 - Standard Withdrawal Form