Complaints and Returns

INFORMATION ON THE RIGHT OF WITHDRAWAL

The Customer has the right to withdraw from the contract. Pursuant to Article 27 of the Act of 30 May 2014 on Consumer Rights (Journal of Laws of 2014, item 827, as amended), you are entitled to withdraw from this contract within 14 days. Every Customer who is a Consumer has the right to withdraw from a distance contract without providing any reason. The right of withdrawal can be exercised within 14 calendar days from the day the Customer, or a third party indicated by the Customer other than the carrier, takes possession of the Goods.

The right of withdrawal does not apply to contracts specified in Article 38 of the Act of 30 May 2014 on Consumer Rights, including, but not limited to, the following cases:

  1. Contracts for the provision of services, where the entrepreneur has fully performed the service with the express consent of the Consumer, who was informed before the commencement of the service that, upon full performance of the service by the entrepreneur, the right of withdrawal will be lost;

  2. Contracts in which the price or remuneration depends on fluctuations in the financial market over which the entrepreneur has no control and which may occur before the withdrawal period expires;

  3. Contracts in which the subject of the performance is a non-prefabricated item, produced according to the Consumer’s specifications or intended to meet the Consumer’s individual needs;

  4. Contracts in which the subject of the performance is a perishable item or an item with a short shelf life;

  5. Contracts in which the subject of the performance is an item supplied in a sealed package that cannot be returned for health protection or hygiene reasons if the package has been opened after delivery;

  6. Contracts in which the subject of the performance consists of items which, due to their nature, become inseparably mixed with other items after delivery;

  7. Contracts for the supply of digital content not supplied on a tangible medium, for which the consumer is obliged to pay a price, if the entrepreneur has commenced the performance with the express prior consent of the consumer, who was informed before the commencement of the service that, upon full performance by the entrepreneur, the right of withdrawal will be lost, and has acknowledged this, and the entrepreneur has provided the consumer with confirmation referred to in Article 15(1) and (2) or Article 21(1).

To exercise the right of withdrawal, the Customer must inform the Seller of their decision to withdraw from this contract by sending a statement either by post or by electronic means to: outlet@zerowaste.design

To submit a withdrawal statement, you may use the template form provided as Annex No. 1 to the Online Store Regulations. Use of the template form is not mandatory and does not affect the exercise of the right of withdrawal.

To meet the 14-day withdrawal period, it is sufficient to send the Customer’s withdrawal statement before the period expires.

Effects of Withdrawal from the Contract:

If the Customer withdraws from the contract, the contract shall be considered as not concluded, and the Consumer shall be released from all obligations. Any benefits received by the parties must be returned in an unchanged state, unless changes were necessary within the limits of ordinary management.

Refunds shall be made without undue delay, no later than fourteen days from the day the Seller is informed of the Customer’s decision to exercise the right of withdrawal. All payments received, including delivery costs (except for additional costs resulting from choosing a delivery method other than the least expensive standard delivery offered by our Online Store), will be refunded.

The Online Store may withhold the refund until the Goods are received from the Customer or until proof of their return is provided, whichever occurs first.

Please return the Goods to the address provided below no later than 14 days from the date you notified us by post or email of your withdrawal from this contract. The deadline is also met if the Goods are sent before the 14-day period expires. Please note that you will bear the direct costs of returning the Goods.

Warehouse hours: Monday–Friday, 9:00–17:00
Contact: tel. +48 539 304 623
Address: ul. Sołecka 4, 05-101 Skierdy, Poland

COMPLAINT PROCEDURE

  1. To properly submit a complaint, the Customer must provide their personal or company details (name and surname or company name, residential or registered office address, and email address), the subject of the complaint, order number with the indication of the relevant period, circumstances justifying the complaint (a description of the issue), and, if applicable, any features the ordered Goods do not have, which according to the Seller’s assurances or presentation should have been present.

  2. If the Customer is a Consumer, in the case of a first complaint, the Consumer is entitled to repair or replacement of the Goods. Only if the entrepreneur refuses to remove the defect or replace the Goods, the Consumer may exercise the right of withdrawal from the contract. For electronic goods, the Consumer may also request the removal of defects in digital services, and if the removal or replacement is ineffective, may request a price reduction or withdraw from the contract. When assessing excessive costs, the value of defect-free goods, the type and significance of the defect, and the inconvenience of alternative remedies for the Customer shall be considered.

  3. Unless otherwise provided by separate regulations, the entrepreneur is obliged to respond to the Consumer’s complaint within 14 days of receipt. If the entrepreneur fails to respond within the above period, the complaint is deemed accepted. The response may be provided on paper or another durable medium (e.g., USB drive or CD/DVD).

  4. If a complaint is not resolved within the specified period, it shall be deemed accepted by the Seller. A claim regarding withdrawal from the contract in the event of a non-response within the deadline does not constitute acknowledgment of the complaint.

All complaints should be sent to the email address: outlet@zerowaste.design