Complaints and Returns

Dear Customer,

If you have found yourself on this page, it most likely means that something did not go as expected with your order and you are not satisfied with your purchase.

There is no need to worry. Our company respects your rights. Below you will find information that will allow you to quickly and conveniently submit a complaint or return goods under your right of withdrawal from the contract.

1) INFORMATION ON THE RIGHT TO WITHDRAW FROM THE CONTRACT

In accordance with current legal regulations, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you acquire possession of the goods, or on which a third party other than the carrier and indicated by you acquires possession of the goods.

To exercise the right of withdrawal, you must inform us:

WŁÓCZKI WARMII Joanna Skiba-Michalewska
ul. B. Laszki 7/38
10-687 Olsztyn
Poland

of your decision to withdraw from this contract by means of a clear statement (for example, a letter sent by post or email).

You may use the model withdrawal form (available for download in PDF and DOC formats), but this is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of your right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed of your decision to withdraw from this contract.

We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any case, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever occurs first.

Please send back or hand over the goods to us without undue delay and in any event no later than 14 days from the day on which you informed us of your withdrawal from this contract. The deadline is met if you send back the goods before the 14-day period has expired.

You will bear the direct cost of returning the goods.

You are only 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.

2) INFORMATION ON EXERCISING STATUTORY WARRANTY RIGHTS (COMPLAINTS)

In accordance with applicable law, we are liable to you under the provisions of the Polish Civil Code for physical and legal defects.

If a defect is discovered, you have the right to:

• submit a statement requesting a price reduction;

• submit a statement withdrawing from the contract (unless the defect is minor);

• request replacement of the goods with goods free from defects;

• request repair of the defect.

We will respond to your statement or request within 14 days.

You are obliged to deliver the defective goods to us at our expense to the following address:

WŁÓCZKI WARMII Joanna Skiba-Michalewska
ul. B. Laszki 7/38
10-687 Olsztyn
Poland

If returning the goods would be excessively difficult (e.g. due to the nature of the goods or the way they were installed), you are required to make the goods available to us at the place where they are located.

The costs of repair or replacement are borne by us, except where defective goods were installed. In such a case, you are required to bear the portion of dismantling and reinstallation costs exceeding the price of the goods. Alternatively, you may request that we reimburse dismantling and reinstallation costs up to the value of the goods sold.

We are liable under statutory warranty if a physical defect is discovered within two years from the date of delivery of the goods to you, or within one year in the case of second-hand goods.

Your rights are subject to a one-year limitation period from the date the defect is discovered; however, this period does not expire before two years from the date of delivery (or one year for second-hand goods).

An exception applies if the shelf-life or usability period specified by us or the manufacturer expires later than two years after delivery – in such a case, we are liable for defects discovered before the expiry of that period.

Liability for legal defects follows similar principles. The time limit runs from the moment you become aware of the defect, and limitation periods may depend on the final court decision in cases involving third-party claims.

The issue of statutory warranty is legally complex. We encourage you to review the Polish Civil Code and materials published by the Office of Competition and Consumer Protection (UOKiK) and consumer organisations for a detailed explanation of your rights. Our shop operates in compliance with the law and fully respects consumer rights.

Complaint and withdrawal forms are available for download in PDF and DOC formats.

If you have any questions, please contact us at: kontakt@wloczkiwarmii.pl