Refund policy
PRODUCT COMPLAINTS
1. Complaints under warranty
1.1. All Products offered in the Store are covered by a manufacturer’s warranty valid in the territory of the Republic of Poland.
1.2. The warranty period is 12 months, counted from the date of delivery of the Product to the Client.
1.3. The document entitling the Client to warranty protection is the warranty card or proof of purchase.
1.4. The warranty card attached to the Product or made available on the Store’s website includes the details of the guarantor, information on the Products covered, the duration and conditions of the warranty, and the Client’s entitlements.
1.5. The warranty does not affect the rights of the Consumer or the entity referred to in §10 of these Terms and Conditions regarding the non-conformity of the Product with the Sales Agreement, as provided by the Consumer Rights Act — these rights apply by law.
2. Complaints due to non-conformity with the agreement
2.1. The basis and scope of the Seller’s liability to a Client who is a Consumer or the entity referred to in §10 are defined by the Consumer Rights Act of 30 May 2014.
2.2. The basis and scope of liability toward an Entrepreneur, as referred to in §9, are defined by the Civil Code of 23 April 1964.
2.3. The Seller is liable for any non-conformity existing at the time of delivery and revealed within 2 years, unless a longer use-by period is stated.
2.4. Complaints may be submitted by email to jandraniak@ralls.pl or in writing to ul. Kuźnicy Kołłątajowskiej 41, 02-495 Warsaw, Poland.
2.5. The complaint should include as much detail as possible, especially the type and date of the issue and contact information. This helps to speed up the resolution process.
2.6. To assess the non-conformity, the Consumer or entity referred to in §10 must make the Product available to the Seller, who will collect it at their own cost.
2.7. The Seller shall respond promptly, no later than 14 days from receiving the complaint.
2.8. Failure to respond within 14 days will be deemed as acceptance of the complaint (for Consumers or entities under §10).
2.9. The Consumer or §10 entity may first request the repair or replacement of the Product. Price reduction or contract withdrawal can only occur in the situations provided by the Consumer Rights Act (e.g. substantial non-conformity, refusal by the Seller, or repeated failure).
2.10. In the case of a justified complaint by a Consumer or §10 entity, the Seller shall:
a) Cover the cost of repair, replacement, and re-delivery;
b) Reduce the price proportionally and refund the difference within 14 days from receiving the statement on price reduction;
c) In case of withdrawal, refund the full Product price within 14 days from receiving the returned item or proof of return. The Product must be returned at the Seller’s expense.
2.11. Responses to complaints will be delivered on paper or another durable medium (e.g. email or SMS).
RIGHT OF WITHDRAWAL
1. Subject to point 10 of this section, a Client who is a Consumer or the entity referred to in §10 has the right to withdraw from a distance contract without providing any reason within 14 days. It is sufficient to send a withdrawal statement within that period.
2. Upon withdrawal, the Sales Agreement is considered not concluded, and the Product must be returned to the Seller or to a person authorized by the Seller no later than 14 days from the date of withdrawal — unless the Seller agrees to collect it.
3. Returns should be sent to: ul. Kuźnicy Kołłątajowskiej 41, 02-495 Warsaw, Poland.
4. The Consumer or §10 entity is liable for any decrease in value resulting from handling the Product beyond what is necessary to determine its nature, features, and functioning — unless the Seller failed to inform them of the right of withdrawal and did not provide a withdrawal form.
5. Subject to points 6 and 8, the Seller shall refund the Product value and delivery costs using the same payment method used by the Client, unless another method is agreed that does not generate additional costs. The refund shall be made no later than 14 days from the date of receipt of the withdrawal statement.
6. If the Client chose a delivery method more expensive than the standard one offered by the Store, the Seller is not required to refund the additional cost.
7. If the Seller did not offer to collect the Product, the refund may be withheld until the Product is received or the Client provides proof of return — whichever occurs first.
8. The Consumer or §10 entity withdrawing from the Sales Agreement bears only the direct cost of returning the Product.
9. The 14-day withdrawal period is counted from:
9.1. For contracts involving Product delivery – from the day the Client (or a third party other than the carrier) took possession of the Product,
9.2. For contracts involving multiple Products delivered separately – from the date of receipt of the last item,
9.3. For regular delivery contracts – from the receipt of the first Product,
9.4. For other contracts – from the date of conclusion of the contract.
10. The right of withdrawal does not apply to the following contracts:
10.1. Non-prefabricated goods made to the Consumer’s specification or clearly personalized,
10.2. Sealed goods which cannot be returned for health or hygiene reasons once opened,
10.3. Goods which, due to their nature, become inseparably connected with other items after delivery,
10.4. Service contracts that have been fully performed with prior express consent and acknowledgment that the right of withdrawal is lost once the service is completed,
10.5. Perishable goods or goods with a short shelf life.
11. Both the Seller and the Client may withdraw from the Sales Agreement if the other party fails to fulfill its obligations within a strictly defined deadline.