Return and complaint

Online commerce is treated like a mail order sale and is governed by special rights. They protect the interests of customers who buy goods in circumstances significantly different from traditional purchases. In circumstances where the most important is a solid description of the offer and trust in the seller.


If the customer has not agreed with the seller (service provider) otherwise, he has not signed the relevant contract, he will not be able to within 10 days, without giving reasons and additional costs: - cancel the service started with his consent before 10 days, - cancel the purchase videotapes, audio, CDs and computer programs with damaged packaging - cancel the product or service made to individual order, - cancel the press subscription, - cancel the services in the field of games of chance and mutual wagering, - abandon the product that deteriorates quickly.

Product complaint

If the product contains defects, we may - at our discretion - use the manufacturer's warranty (if it was granted and the warranty period has not expired) or the institution of non-compliance of the product with the contract. In the first case, the claim should be directed to the guarantor mentioned in the warranty card, which is usually the seller or importer. In the second case - to the seller, who is obliged to accept and process our complaint within 14 days of its notification. Attention! The online store has no right in this case to send the customer back to the manufacturer, wholesaler or importer or force him to take advantage of the guarantee. The seller is responsible for the defects of the goods for 2 years, where the consumer is particularly protected during the first 6 months (the burden of proof then rests with the seller).

Complaint report: a pattern of the letter

The decision on how to remove the defect of the good

The decision belongs to the buyer. It is he who decides whether he will use the guarantee or the institution of non-conformity of the goods with the contract. What's more, its choice is binding for the other side, ie the online store. In the case of non-compliance of the goods with the contract, the customer also decides how to remove the non-compliance. In the first place, he may demand repair or exchange of goods, and in the event of failure to meet his demands - withdraw from the contract or demand a price reduction. In the case of a guarantee, the guarantor decides how to remove the defect.

Reply to the complaint

The online store is obliged to respond to the client's written complaint within 14 days from the date of its receipt. Exceeding this term is tantamount to full acceptance of the consumer's claims.