Consumer Rights in Poland: How to Return a Product to a Store?

Today, March 15, is World Consumer Rights Day.

What should you know about consumer rights in Poland? How can you return a product you are unhappy with to a physical store or an online shop? How do you return a defective product?

Read on to find out.

How to Return a Product to a Physical Store in Poland?

Generally speaking, brick-and-mortar stores in Poland are not legally required to accept returns of purchased goods without a reason. However, many of them do accept returns as a matter of goodwill and customer care. In some retail chains you can bring back an item that did not meet your expectations within 14 days, or even 21, 30, 60 days, or a year.

Each retail chain sets its own return policy. There may be exceptions for certain products — for example, restrictions on returning gift cards or items that have already been worn by the customer. How do you find out whether a return is possible? At the store itself or on the chain's website.

When making a return, you will be asked to provide proof of purchase — a receipt, invoice, bank transfer confirmation, or order confirmation message. In some cases, witness testimony may even suffice. However, all requirements should be outlined in the company's return policy.

Returning Products Purchased from Polish Online Stores

If you bought a product from an online store, you may withdraw from the purchase and return it within 14 days. The deadline runs from the moment you receive the product, i.e. from the date of delivery to the buyer. The money will be refunded to the same account used for payment, or to another account agreed upon with the seller.

When Is a Store in Poland Not Obligated to Refund You?

In certain situations, the seller has every right to refuse a refund or exchange.

Valid grounds for refusal include:

1. If the product was purchased not from a business, but from a private individual. They may offer a refund, but only as a matter of goodwill.
2. If the product was custom-made for the buyer — for example, clothing tailored to your measurements.
3. If the product cannot be resold after its packaging has been opened — for example, contact lenses.

Returning Defective Products to Stores in Poland

Absolutely yes. Moreover, a defect also includes the absence of features described in the product listing.

Such a complaint is called a warranty claim (rękojmia), and you may demand from the seller or service provider:

• a repair,
• a replacement of the product,
• a refund — full or partial. In other words, under a warranty claim, you submit a request for compensation, repair, or replacement of the product. The seller refunds the money, including delivery costs.

Where can you turn if you have questions or disputes? You can call the Office of Competition and Consumer Protection (UOKiK) at 801 440 220. The helpline operates Monday to Friday, from 08:00 to 18:00.

Looking for work in Poland? Call: +38 (050) 334-93-51 or +48 525 275 003