Complaints and returns

Right of withdrawal

The Buyer who is a consumer may withdraw from the contract without giving any reason within 14 days from the date of receipt of the goods by the Buyer or a third party other than the carrier designated by the Buyer. If the Buyer has purchased multiple items in a single order which have been delivered separately, in batches or in parts, the period for withdrawal shall commence from the date of receipt of the last item, batch or part. After the expiry of the indicated period, the Buyer loses the right to withdraw from the contract.
The Buyer shall not have the right to withdraw from the contract in the cases specified in Article 38 of the Act of 30 May 2014 on Consumer Rights (Journal of Laws 2014, item 827), i.e., inter alia, in relation to contracts:

1) in which the object of the performance is a non-refabricated item, produced according to the consumer’s specification or serving to satisfy his/her individualised needs;
2) in which the object of the performance is an item that is perishable or has a short shelf life;
3) in which the subject of the performance is an item supplied in sealed packaging which cannot be returned after opening for health or hygienic reasons, if the packaging has been opened after delivery;
4) in which the subject of the service are things which, after delivery, by their nature, become inseparably attached to other things.

In order to withdraw from the contract, the Buyer should send to the Seller’s address a written statement of withdrawal from the contract, e.g. in the form of a completed withdrawal form. The date of the postmark shall be decisive for meeting the withdrawal deadline. The Seller’s address to which the statement of withdrawal should be sent and the goods returned: Great Mass, ul Prosta 16A, 30-814 Krakow.
The Buyer is obliged to return the goods immediately, no later than within 14 days from the date of withdrawal from the contract. Returned goods should be complete and may not bear traces of use. The costs of returning the goods shall be borne by the Buyer. If the item cannot be sent by regular mail, the Buyer shall bear the costs associated with the chosen method of returning the item.
If the Buyer withdraws from the contract, the Seller shall refund all payments received from the Buyer, including the costs of delivering the item, except for the additional costs resulting from the method of delivery chosen by the Buyer other than the cheapest ordinary method of delivering the item offered by the Seller. The amount paid shall be refunded within 14 days from the date of receipt of the returned goods or delivery by the Buyer of proof of return of the goods, whichever event occurs first.
The money paid by the Buyer shall be returned by transfer to the account from which the payment was made, unless the Buyer – e.g. in the declaration of withdrawal from the contract – requests that the price be returned to a different account or in a manner other than by transfer.
The provisions of this chapter do not apply to buyers who are not consumers.


The Seller is liable to the Buyer for defects of the goods according to the rules set out in the Civil Code.
Goods under complaint should be sent back to the Seller’s address: Great Mass, Prosta 16A Street, 30-814 Krakow together with a description of the defect and the circumstances of its disclosure and the Buyer’s request. The complaint can be submitted e.g. on the complaint form attached to these terms and conditions.
The Buyer may demand that the item be replaced with a defect-free one or that the defect be removed. If the sold thing has a defect, the Buyer may also make a declaration to reduce the price or withdraw from the agreement, unless the Seller immediately replaces the defective thing for a defect-free one or removes the defect. The Buyer may not withdraw from the contract if the defect is insignificant.
The way of sending back the claimed goods shall be determined by the Seller.
The Buyer’s complaint will be considered within 14 days from the date of its receipt by the Seller. If the complaint is not accepted, the goods will be sent back to the Buyer together with the opinion that the complaint is not justified.
The Seller’s liability under the warranty for defects of the goods shall be limited to the period of 12 months from the date of delivery of the goods, with the proviso that the Buyer shall only be entitled to demand replacement or repair of the goods. This provision shall not apply to contracts of sale concluded with Buyers who are consumers.
If the goods are covered by a manufacturer’s or distributor’s guarantee, the Buyer shall be informed of the existence and content of the guarantee in a clear and comprehensible manner when placing an order.
Complimentary products are not covered by the sales contract and cannot be the subject of a complaint.


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