Returns and complaints policy

§1. Right of withdrawal (return of goods)

In accordance with the Act of 30 May 2014 on consumer rights, a Customer who is a consumer has the right to withdraw from a distance contract without giving a reason within 14 calendar days from the day of receiving the goods.

§2. How to make a return?

To exercise the right of withdrawal:

1. Send notification of withdrawal from the contract to the Store's email address before the expiry of the 14-day period.
2. Pack the goods carefully, preferably in their original packaging.
3. Attach proof of purchase (receipt or invoice) to the shipment.
4. Send the goods to the Store's address within 14 days from the date of withdrawal from the contract.

§3. Return conditions

Goods eligible for return are:

• undamaged and unspoiled
• complete, with original packaging
• without signs of use beyond what is necessary to inspect the goods

Note: The right of withdrawal does not apply to perishable food products with a short shelf life and goods delivered in sealed packaging which, once opened, cannot be returned for reasons of health protection or hygiene (Art. 38 of the Consumer Rights Act).

§4. Return costs

The cost of returning the goods is borne by the Customer, unless the Store decides otherwise. The Store does not accept cash-on-delivery shipments.

§5. Refund

Upon receipt and inspection of the returned goods, the Store will refund all payments made by the Customer, including delivery costs (with the exception of additional costs resulting from the Customer's chosen delivery method other than the least expensive offered by the Store), within 14 days from the date of receiving the return.

The refund will be made using the same payment method used by the Customer for the purchase, unless the Customer agrees to a different form of refund.

§6. Complaints (warranty)

The Store is liable for physical and legal defects of sold goods under the principles specified in the Civil Code (warranty).

If the goods are defective, the Customer may:

• demand replacement of the goods with defect-free ones
• demand removal of the defect
• submit a declaration of price reduction
• submit a declaration of withdrawal from the contract (if the defect is significant)

§7. How to file a complaint?

1. Send an email to the Store's address with a description of the defect and the order number.
2. Attach photos of the damaged goods.
3. Specify your request (replacement, repair, refund).

The Store considers complaints within 14 calendar days from the date of their receipt. Failure to respond within this period means that the complaint is considered justified.

§8. Out-of-court complaint resolution methods

A Customer who is a consumer has the option of using out-of-court methods of resolving complaints and pursuing claims, including:

• Permanent Consumer Arbitration Court at the Provincial Inspectorate of Trade Inspection
• ODR (Online Dispute Resolution) platform: https://ec.europa.eu/consumers/odr