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Returns and complaints

Withdrawal from a contract concluded at a distance


  1. The Customer has the right to withdraw from the contract for the provision of services referred to in § 2 point 1 (3) and (4) of these Regulations without stating a reason, provided that he/she is a consumer or a natural person concluding a contract directly related to his/her business activity, if it follows from the content of this contract that it does not have a professional character for this person, resulting in particular from the subject of his/her business activity, made available on the basis of the provisions on the Central Register and Information on Business Activity [CEIDG].
  2. The withdrawal is made by sending to the following address within 14 days from the date of the contract an email containing the following:
    • Statement of withdrawal from the contract (please provide the name of the product or the name and date of the service),
    • Date of concluding the contract (date of purchase),
    • Recipient’s data: name and surname, company, e-mail address.
  3. The right of withdrawal from a contract concluded at a distance does not apply to the Customer with respect to contracts in which the subject of performance is:
    • Service fully performed by the Service Provider with the express consent of the consumer,
    • The item is delivered in a sealed package (in particular a cosmetic), which cannot be returned after opening the package due to health protection or hygiene reasons, if the package has been opened after delivery. Returns of products damaged or bearing signs of use will not be accepted.
  4. The costs of returning the products (including shipping and packaging) shall be borne by the Customer.


Complaint procedure

  1. Complaints regarding the services provided by the Service Provider under these Regulations may be submitted by the Customer by e-mail to
  1. A properly submitted complaint should include at least:
    1. designation of the Customer,
    2. subject of the complaint,
    3. circumstances justifying the complaint,
    4. if the complaint is made under the warranty provisions:
  1. a request to replace the goods, or
  2. a request to remove the defect, or
  3. a declaration of price reduction (specifying the amount by which the price is to be reduced), or
  4. a statement of withdrawal from the contract.
  1. The Customer’s ability to submit a declaration of withdrawal from the contract due to its defect is limited in the following cases:
    1. the defect is insignificant,
    2. The Service Provider will propose an immediate and not inconvenient for the Service Recipient replacement of the defective service with a service free from defects or will remove the defect.
  1. A Customer who is a consumer, in the case referred to in § 8.3.2 of these Regulations, may:
  1. demand replacement instead of the proposed removal of the defect,
  2. instead of the proposed replacement, demand that the defect be removed (unless its removal is impossible or would require the Service Provider to incur excessive costs).
  1. The Service Provider considers the complaint immediately, but not later than within 14 days from its receipt.
  1. In the event of a positive consideration of the complaint in such a way that:
  1. The Service Provider will refund part or all of the price to the Customer – this will be done within the time limit referred to in § 8.5 of these Regulations;
  2. The Service Provider will remove the defect or replace the product with a new one – it will be done immediately. The Service Provider will inform the Customer of the expected time for the processing of his/her claim.
  1. The Service Provider shall respond to the complaint in the same form in which it was submitted, unless the Service Provider and the Customer individually come to a different agreement.


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