Refund policy

Withdrawal from the contract

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  1. Pursuant to Article 27 of the Act of 30 May 2014 on Consumer Rights (consolidated text: Journal of Laws of 2020, item 287, as amended; hereinafter “UPK”), subject to section 10 below, a Customer who is also a Consumer and has concluded a distance contract may withdraw from it without giving any reason by submitting an appropriate statement in any form (for example: using the return form, in writing, or by email) within 14 days from the date the Product is handed over to the Consumer or to a third party indicated by the Consumer other than the carrier; and if the Product was delivered in batches or parts, from the day on which the Customer took possession of the last item, or on which a third party other than the carrier and indicated by the Customer took possession of the last item.
  2. To meet the 14-day deadline referred to in point 1 above, it is sufficient to send the statement before the deadline expires. The statement can be sent to the following address: ul. Batorowska 30, 62-070 Dąbrowa or by email to: office@puromedica.com.
  3. If the contract is withdrawn from, the contract is considered not concluded, and the Consumer is released from all obligations. The Consumer is liable for any reduction in the value of the item resulting from using it in a way that goes beyond what is necessary to determine the nature, characteristics, and functioning of the item.
  4. The Product returned by the Consumer should be packed appropriately to avoid damage during transport. If possible, the Product should be packed in its original packaging. The Product should be returned in an undamaged condition.
  5. The Seller shall promptly, but no later than within 14 days from the date of receiving the Consumer’s statement of withdrawal, refund to the Consumer all payments made by the Consumer, including the cost of delivery of the Product (i.e., transport from the Seller to the Consumer), provided that the Seller refunds only the cost of the cheapest ordinary shipping method available in the Seller’s offer.
  6. The Consumer is obliged to return the Product to the Seller immediately, but no later than within 14 days from the day on which the Consumer withdrew from the contract. To meet the 14-day deadline referred to in the preceding sentence, it is sufficient to send the Product back to the Seller before the deadline expires. The Consumer shall bear the direct costs of returning the Product to the Seller if, due to the nature of the item, it cannot be sent back by ordinary post.
  7. The Product should be returned to the Seller’s address: ul. Batorowska 30, 62-070 Dąbrowa.
  8. The refund will be made using the same payment method that was used by the Consumer in the original transaction, unless the Consumer expressly agrees to a different solution. The Consumer shall not incur any fees related to the refund by the Seller.
  9. The Seller may withhold the refund until the Product is received back or until the Consumer provides proof of having sent the Product back, whichever occurs first.
  10. The right of withdrawal does not apply to the Consumer in the cases specified in detail in Article 38(1) of the UPK, including contracts:
    1. whose subject is an item liable to rapid deterioration or having a short shelf life;
    2. whose subject is alcoholic beverages, the price of which was agreed at the time of concluding the sales contract, and whose delivery may take place only after 30 days, and whose value depends on fluctuations in the market over which the entrepreneur has no control;
    3. for the provision of services, if the entrepreneur has performed the service in full with the Consumer’s express consent, and the Consumer was informed before the service began that after the service is performed by the entrepreneur they will lose the right to withdraw from the contract;
    4. whose subject is items which, after delivery and due to their nature, are inseparably connected with other items.
  11. A sample withdrawal form for a distance contract is attached to the Terms and Conditions.

Product defects; complaint procedure

  1. The Seller is obliged to deliver to the Customer a Product free from defects.
  2. For the avoidance of doubt, none of the provisions of the Terms and Conditions limits the Consumer’s rights granted under applicable law.
  3. The Seller is liable to a Customer who is not a Consumer under the provisions of the Civil Code regarding warranty (rękojmia).
  4. In the event of discovering physical or legal defects of the Product, a Customer who is a Consumer may demand a price reduction or withdraw from the contract, unless the Seller promptly and without excessive inconvenience to the Consumer replaces the defective Product with a defect-free one or removes the defect.
  5. This limitation does not apply if the Product has already been replaced or repaired by the Seller, or if the Seller has failed to fulfil the obligation to replace the item with a defect-free one or to remove the defect.
  6. Instead of the defect removal proposed by the Seller, the Consumer may demand replacement of the Product with a defect-free one, or instead of replacement, demand removal of the defect, unless bringing the Product into conformity with the contract in the manner chosen by the Customer is impossible or would involve excessive costs compared to the method proposed by the Seller. When assessing the excessiveness of costs, the value of the defect-free item, the type and significance of the defect, as well as the inconvenience to which the Consumer would be exposed by another method of satisfaction, are taken into account.
  7. The Consumer may not withdraw from the contract if the defect is insignificant.
  8. The Seller should be notified of the discovered defect no later than within 2 years from the date the Product was delivered. It is recommended that the complaint specify a description of the defect and the Consumer’s demand in accordance with the above description. To meet the deadline, it is sufficient to send the notification before it expires. It is recommended to attach to the defect notification a document (or a copy thereof) confirming the purchase of the Product in the Online Store. The notification can also be sent by email to:  office@puromedica.com Where necessary to assess the existence of a defect in the Product, the defective Product should be delivered together with the defect notification to: ul. Batorowska 30, 62-070 Dąbrowa.
  9. Complaints will be considered by the Seller within 14 days. Failure to notify the Consumer of the manner of handling the complaint within the above deadline will be deemed acceptance of the complaint by the Seller.

 

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