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.
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.
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.
In certain situations, the seller has every right to refuse a refund or exchange.
Valid grounds for refusal include:
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:
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
Generally, brick-and-mortar stores in Poland are not legally required to accept returns without a reason. Many still do as a goodwill gesture, and each retail chain sets its own policy, with return windows such as 14, 21, 30 or 60 days, or even a year.
When you buy from an online store in Poland, you may withdraw from the purchase and return the product within 14 days. The period runs from the date you receive the product, and the refund goes to the account used for payment or another account agreed with the seller.
A seller may refuse if the product was bought from a private individual rather than a business, if it was custom-made for the buyer, such as clothing tailored to your measurements, or if it cannot be resold once opened, such as contact lenses.
You can file a warranty claim (rękojmia) and demand a repair, a replacement, or a full or partial refund from the seller. A defect also includes missing features that were described in the product listing. For disputes, you can call UOKiK at 801 440 220, Monday to Friday, 08:00 to 18:00.
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