This is general information, not legal advice. Consumer rules have exceptions. For a specific dispute, seek help from a consumer protection body.
Returning online purchases
When you buy online or off-premises from a business, you usually have 14 days to withdraw from the contract and return the goods without giving a reason. Some categories, such as personalised or certain hygiene items, are excluded.
- 14-day withdrawal for distance purchases.
- No reason needed to return.
- Some product categories are excluded.
Faulty goods
If a product is defective, you have rights against the seller under the statutory conformity rules. You can demand repair or replacement, and if those fail, a price reduction or to withdraw from the contract for a refund.
Warranty versus guarantee
The statutory liability of the seller is separate from any voluntary guarantee offered by the manufacturer or seller. You can choose which to use; a commercial guarantee adds to, but does not replace, your legal rights.
- Statutory seller liability for non-conformity.
- Voluntary commercial guarantee on top.
- You choose the route that suits you.
Making a complaint
Submit a written complaint (reklamacja) to the seller describing the fault and your demand. The seller should respond within the legal timeframe; failing to respond in time can mean your claim is accepted by default.
Getting help
If a dispute is not resolved, consumer ombudsmen and protection bodies can advise and mediate. There are also out-of-court dispute resolution options before considering court action.
Frequently Asked Questions
Can I return online purchases?
Yes, you usually have 14 days to withdraw and return goods bought at a distance, without a reason.
What if a product is faulty?
You can demand repair or replacement, then a price reduction or refund if those fail.
How do I complain?
Submit a written reklamacja to the seller stating the fault and your demand.
Are all items returnable?
No, some categories such as personalised or certain hygiene goods are excluded.
What is the difference between warranty and guarantee?
Statutory seller liability is a legal right; a guarantee is a voluntary extra from the manufacturer or seller.
What if the seller ignores me?
Failing to respond within the legal time can mean your claim is accepted by default.
Who can help with disputes?
Consumer ombudsmen and protection bodies can advise and mediate.
Do these rights cover in-store buys?
Faulty-goods rights apply broadly; the 14-day withdrawal mainly covers distance sales.
Can I get a full refund?
Yes, where repair and replacement fail or you validly withdraw in time.
Are there out-of-court options?
Yes, alternative dispute resolution exists before going to court.