Returns and complaints
1. Right of Withdrawal
Consumers have the right to withdraw from a distance contract within 14 days of receiving the goods, without giving any reason.
In the case of a contract involving multiple items delivered separately, in batches, or in parts, the 14-day period begins on the day the consumer receives the last item, batch, or part.
To exercise this right, the consumer must inform the seller of their decision to withdraw from the contract by making a clear statement, for example, by email.
To meet the withdrawal deadline, it is sufficient to send the withdrawal statement before the 14-day period expires.
2. Returning Goods
Customers must return the goods no later than 14 days after informing the seller of their decision to withdraw from the contract.
Before returning any product, please contact POLMART customer service to confirm the current return address in Poland.
The consumer is responsible for the direct costs of returning the goods unless POLMART has agreed to cover these costs or has failed to inform the consumer of this obligation before the contract was concluded.
For goods that cannot be returned by regular postal services due to their nature, the consumer will be informed before the contract is concluded of the return costs or their estimated amount.
For oversized products that cannot be returned using standard courier services, information about the return costs will be provided to the customer before the contract is concluded.
Customers are responsible for any reduction in the value of the product resulting from handling or use beyond what is necessary to establish its nature, characteristics, and functionality.
3. Refunds
Refunds will be issued no later than 14 days after the seller receives the consumer's withdrawal statement.
The refund includes the price of the product and the cost of the least expensive standard delivery method offered by the store.
POLMART is not required to reimburse additional delivery costs resulting from the customer's choice of a more expensive delivery method.
The seller may withhold the refund until the goods have been received or the customer has provided proof that the goods have been returned.
Refunds will be made using the same payment method used for the original purchase unless the customer expressly agrees to another method that does not involve any additional costs.
4. Custom-Made Products
The right to withdraw from a contract without giving a reason does not apply to non-prefabricated products manufactured according to the consumer's specifications or clearly intended to meet their individual needs, in accordance with applicable law.
Simply ordering a product from a manufacturer does not automatically exclude the consumer's right of withdrawal.
The exclusion of the right of withdrawal does not limit the consumer's statutory rights regarding complaints about products that do not conform to the contract.
5. Complaints and Non-Conforming Products
If a product received by the customer does not conform to the contract, the customer has the right to submit a complaint.
To help us process complaints efficiently, we kindly ask customers to provide a reasonably detailed description of the identified non-conformity and indicate their preferred resolution.
Providing photographs or other supporting materials may help us assess the complaint. However, such materials are not mandatory and are not a condition for exercising statutory consumer rights.
The absence of photographs or an order number does not affect the consumer's statutory right to submit a complaint.
Consumers may request repair or replacement of the product and, in circumstances provided for by law, may also request a price reduction or withdrawal from the contract.
The seller will respond to a consumer complaint within 14 days of receiving it.
As a general rule, the seller is responsible for any lack of conformity of the goods with the contract for a period of two years from the date of delivery.
Costs associated with fulfilling the consumer's statutory rights arising from a lack of conformity of the goods with the contract shall be borne by the seller in accordance with applicable law.
6. Business Purchases
For purchases made by businesses, the relevant legal provisions and agreed terms of sale shall apply.
Individuals conducting business activities may be entitled to certain consumer protections if the contract is not of a professional nature in relation to their business activity.
The professional nature of a contract is assessed in particular based on the scope of the individual's business activity as registered in the Polish Central Registration and Information on Business (CEIDG).
7. Contact and Return Procedure
For matters relating to returns and complaints, please contact POLMART customer service using the contact details provided on our Contact page.
After receiving your request, we will provide organizational information regarding the return of the product, including the current return address in Poland.
Contacting customer service to confirm the return address is not a condition for validly exercising the statutory right of withdrawal or submitting a complaint.