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Complaints and service

Complaints and service

Consumer's withdrawal from the contract

  1. A consumer who has concluded a distance contract with the Seller has the right to withdraw from the contract without giving any reason within 14 days from the date of taking possession of the item by the Consumer or a third party designated by him other than the carrier.
  2. To withdraw from the contract, the Consumer must inform the Seller about his decision to withdraw from the contract by an unequivocal statement – for example, a letter sent by traditional mail or e-mail.
  3. The consumer may use the model withdrawal form available at , but it is not obligatory.
  4. In order to meet the deadline to withdraw from the contract, it is sufficient for the Consumer to send information regarding the exercise of the consumer’s right to withdraw from the contract before the deadline to withdraw from the contract.
  5. In the event of withdrawal from the contract, the Seller shall return to the Consumer all payments received from the Consumer immediately, no later than 14 days from the date on which the Seller was informed about the exercise of the right to withdraw from the contract.
  6. If the Consumer has chosen a delivery method other than the cheapest standard delivery method offered by the Seller, the Seller is not obliged to refund the additional costs incurred by the Consumer.
  7. If the Seller has not offered to collect the item from the Consumer himself, he may withhold the reimbursement of payments received from the Consumer until he receives the item back or until the Consumer provides proof of its return, depending on which event occurs first.
  8. The consumer bears the direct cost of returning the item.
  9. The consumer is responsible for reducing the value of the item as a result of using it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the item.

Liability for defects

  1. The Seller is obliged to provide the Buyer with a product free from defects.
  2. The Seller is liable to the Buyer if the product has a physical or legal defect (warranty for defects).
  3. The scope and principles of liability (warranty) for defects are governed by the provisions of Art. 556 – 576 of the Civil Code. On the terms set out in these regulations, the Buyer may, inter alia, demand the removal of the defect, replacement of the item with one free from defects, submit a statement on price reduction or withdrawal from the contract.
  4. If the Buyer finds a defect in the product, he should inform the Seller about it, specifying his claim related to the defect or submitting a relevant statement.
  5. The buyer may use the complaint form available at, but it is not obligatory.
  6. The Seller will respond to the complaint submitted by the Buyer within 14 days from the date of delivery of the complaint by the means of communication with which the complaint was submitted.
  7. Before submitting the complaint, the Buyer may contact the technical service provided by the Seller in order to analyze whether the problem cannot be eliminated by following the instructions provided at a distance.