Complaints and Returns

Complaints and Returns
Publication date: 2025-10-17

Complaints and Returns

Complaints

If the purchased product is not in conformity with the contract or does not function properly, you may submit a complaint in one of the following ways:

• in writing to the address: Kupczyk Spółka Jawna, ul. Grabska 25, 32-005 Niepołomice;

• by email to: sklep@kupczyk.pl.

The complained-about product may be returned or delivered to the above address.

What a complaint should include

To speed up the processing of your complaint, we recommend providing:

• contact details (first and last name or company name, email address, phone number),

• the date of purchase and a description of the defect or non-conformity of the goods with the contract,

• the requested method of resolving the complaint (e.g. repair, replacement, price reduction, withdrawal from the contract).

You may attach photos, documents, or other evidence to your complaint. The absence of this information does not prevent the complaint from being processed, but it may extend the response time. The Seller will respond to the complaint no later than 14 days from the date of its receipt.

Legal basis and liability

The scope of the Seller’s liability is governed by the provisions of:

• the Consumer Rights Act (Articles 43a–43q),

• the Civil Code,

• the Act on Providing Services by Electronic Means of 18 July 2002.

Consumers and entrepreneurs with consumer rights

For Consumers and sole traders who conclude a contract not directly related to their professional activity, statutory liability for non-conformity of the goods with the contract applies for a period of 24 months from the date the goods are delivered.

B2B customers

For entrepreneurs making purchases without consumer rights, the Seller provides a 12-month warranty counted from the date of delivery of the goods. The warranty covers material and manufacturing defects and is fulfilled through repair or replacement of the product with one free from defects.

Manufacturer’s warranty

Some products are covered by an additional manufacturer’s or distributor’s warranty. The terms and conditions of such warranty are specified in the warranty card or product documentation.

Returns (right of withdrawal from the contract)

If you are a Consumer or an entrepreneur with consumer rights, you may withdraw from a distance contract within 14 days without giving any reason. This period is counted from the day on which you or a third party designated by you (other than the carrier) takes possession of the goods.

To exercise the right of withdrawal, send a clear statement:

• in writing to: Kupczyk Spółka Jawna, ul. Grabska 25, 32-005 Niepołomice;

• by email to: sklep@kupczyk.pl.

You may use the model withdrawal form (an attachment to the Terms and Conditions or to the Consumer Rights Act), but this is not mandatory.

Refund of payments and return of goods

After receiving information about withdrawal from the contract, we will refund all payments received from you, including the cost of the cheapest delivery option offered, no later than 14 days. The refund will be made using the same payment method that was used for the purchase, unless we agree otherwise.

We may withhold the refund until we receive the returned product or proof of its return, whichever occurs first.

The goods must be returned to the address: Kupczyk Spółka Jawna, ul. Grabska 25, 32-005 Niepołomice, no later than 14 days from the date on which you informed us of the withdrawal from the contract. The cost of returning the goods is borne by the Consumer.

The Consumer is liable only for any reduction in the value of the goods resulting from use other than what was necessary to establish their nature, characteristics, and functioning.

Additional information

The right of withdrawal also applies to sole traders who conclude a contract not professionally related to the profile of their business activity (Article 38a of the Consumer Rights Act).