Returns & Complaints
Information about the right of withdrawal, returns and complaints
Right of Withdrawal
14 days
from the day of receiving the goods
The consumer has the right to withdraw from a distance contract within 14 days of receiving the goods, without giving any reason. This right applies to consumers and sole traders (JDG) when the contract is not of a professional nature for them (Art. 38a of the Polish Consumer Rights Act).
How to exercise your right of withdrawal?
To exercise the right of withdrawal, you must send a clear statement (e.g. a letter sent by post or e-mail) to the address below. You may use the model withdrawal form, but this is not mandatory.
Return Process
Submit withdrawal statement
Send your withdrawal statement to [email protected] or by post to our address. You may use the provided form.
Return the goods
Return the goods within 14 days of submitting the withdrawal statement. We kindly ask you to use the original packaging to facilitate processing.
Receive your refund
We will refund the payment, including the cost of the cheapest delivery option offered, within 14 days of receiving the withdrawal statement. We may withhold the refund until we receive the goods or proof of their return.
Withdrawal Form
Download the model withdrawal form. Complete it and send it to our e-mail address or by post.
Return Costs
We refund delivery costs up to the cheapest delivery option offered. If a more expensive option was chosen, the difference is not refundable.
Liability for Diminished Value
The buyer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The consumer has the right to open and inspect the product — just as in a physical store.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Goods made to the buyer's specifications or clearly personalised
- Goods which, after delivery, are inseparably mixed with other items by their nature
- Sealed audio, video or software recordings if unsealed after delivery
- Digital content not supplied on a tangible medium, if performance began with the consumer's express consent
Business Customers (B2B)
The right of withdrawal described above applies only to consumers and sole traders acting outside their professional capacity. B2B customers (companies, professional entrepreneurs) are subject to commercial contract terms.
Complaints & Legal Warranty
The seller is liable for non-conformity of goods with the contract under the Polish Consumer Rights Act (implementing Directive 2019/771). The consumer may file a complaint within 2 years of the delivery date.
- 1.Describe the defect and attach documentation (photos, video)
- 2.Provide your order number and purchase date (receipt, invoice, e-mail confirmation or bank statement)
- 3.Send the claim to [email protected]
- 4.We will respond within 14 days of receiving the complaint
Consumer remedies under the legal warranty:
- Repair of the goods
- Replacement with a new product
- Price reduction
- Withdrawal from the contract (if the defect is significant)
Manufacturer's Warranty
Independently of the legal warranty, products may be covered by the manufacturer's warranty. The warranty terms are set by the manufacturer in the warranty card included with the product.
The warranty typically does not cover:
- Mechanical damage and flight accidents
- Normal wear and tear
- Unauthorised modifications or repairs
- Damage caused by third-party software
ul. Smolna 14
44-200 Rybnik
Poland
Need help?
Our customer service team is available Monday–Friday, 9:00–17:00 CET.
Contact usLegal basis: Polish Consumer Rights Act of 30 May 2014 (Journal of Laws 2014, item 827, as amended), Directive 2011/83/EU, Directive 2019/771.