Rules for returns and complaints
Returns
In accordance with current legislation, a customer making a distance purchase, off-premises, has the right to withdraw from the sales contract and return the goods without stating a reason and without incurring costs.
The deadline for withdrawal from the contract of sale of goods expires 14 days after receipt of the consignment with the goods ordered by you.
If you return products purchased from our shop, you will have to bear the direct costs of returning the goods.
The right of withdrawal does not apply to the consumer in the cases detailed in Article 38(1) of the Consumer Rights Act of 30 May 2014, inter alia with regard to contracts:
- for the provision of services where the trader has supplied the service in full with the express consent of the consumer who has been informed before the performance of the service by the trader that he will lose his right of withdrawal after the trader has provided the service;
- in which the object of the performance is a non-refabricated item produced to the consumer’s specifications or intended to meet the consumer’s individual needs;
- where the object of the performance is an item that is perishable or has a short shelf life;
- where the object of the service is an item supplied in sealed packaging which cannot be returned after opening for health or hygiene reasons if the packaging has been opened after delivery.
The consumer’s right of withdrawal therefore does not apply to, inter alia, food purchased that is perishable or has a short shelf life.
Instructions for the return of goods (returnable goods, i.e. in respect of which the right to return the goods has not been excluded):
In order to exercise your right of withdrawal from the contract of sale of goods, you must inform the seller of your decision to withdraw from the contract of sale of goods by means of an unequivocal statement within 14 days of receipt of the consignment with the goods ordered by you. In this case, please fill in the form found at the following link: https://box.biobazar.org.pl/formularz-zwrotu/
Once you have received the return form / declaration of withdrawal, you will receive further instructions by email to complete the return of the products.
Please pack the product in a cardboard box and close the package. If possible, please enclose the proof of purchase and the return form or clear declaration of withdrawal with the parcel. This will facilitate the process of returning the product.
Until the return is settled, please keep a record of the proof of posting of the package with the returned products.
You must return the goods within 14 days of the date on which you send your statement of withdrawal from the contract of sale of goods and your intention to return the ordered goods.
Once the parcel has been received and the products have been checked, you will be paid. As soon as this is done, you will receive a confirmation email from us.
Returned goods must not bear any signs of use. Returned goods should have all tags and should have the original manufacturer’s packaging. When shipping returned goods, we ask that you carefully secure the package so that it is not damaged or destroyed in transit.
Reimbursement of payments made by you, including the costs of delivery of the goods (with the exception of the additional costs resulting from your choice of a delivery method other than the cheapest ordinary delivery method offered by the seller) shall be made without delay and in any event not later than 14 days from the date of receipt of your declaration of withdrawal from the sales contract.
The payment will be refunded by the Seller using the same method of payment as you used in the original transaction, unless you expressly agree to a different method of refund. In any case, you will not incur any fees in connection with this return.
The seller may withhold reimbursement of payments received from you until it has received the returned goods back or you have provided proof of return of the returned goods.
Complaints
To make a complaint, please follow the instructions below: You can make a complaint by, among other things, filling in the complaint form available on the website of the online shop. Please print out and sign the completed complaint form or the declaration of complaint. If it is not possible to print the form, please send the completed form to the following e-mail address: kontakt@box.biobazar.org.pl. The complained goods along with the completed complaint form or statement of complaint should be sent to the following address: MyEcolife Sp. z o.o., Żelazna 51/53 Street, 00-841 Warsaw.
The Seller will respond to the Customer’s complaint within 14 days from the date of filing the Goods complaint. You will be notified of the outcome of the complaint by SMS or e-mail or in writing. For the purpose of facilitating the complaint process, the Customer should submit the Goods to the Seller together with the complaint form / statement of complaint. The Seller informs you of the possibility to use out-of-court ways to resolve complaints about the Goods, among others, by submitting by you, after the complaint procedure, an application for mediation or an application for consideration of the case before an arbitration court (the application can be downloaded at http://www.uokik.gov.pl/download.php?plik=6223)
The list of Permanent Consumer Arbitration Courts operating at Voivodship Inspectorates of Trade Inspection is available on the website: http://www.uokik.gov.pl/wazne_adresy.php#faq596.
Out-of-court settlement of claims after the complaint procedure is free of charge. In the case of a Customer who is a consumer and wishes to use the out-of-court method of claim redress, there is additionally the possibility to file a complaint via the EU ODR online platform, available at http://ec.europa.eu/consumers/odr/.