Returns and complaints

RIGHT OF WITHDRAWAL FROM THE CONTRACT

A privileged Buyer has the right to withdraw from a contract concluded with the Seller via the Store, subject to § 8 of the Terms and Conditions, within 14 days without giving any reason.
The withdrawal period expires after 14 days from the day:

• on which the privileged Buyer came into possession of the goods or on which a third party other than the carrier and indicated by the privileged Buyer came into possession of the goods;

• on which the privileged Buyer came into possession of the last item, batch, or part, or on which a third party other than the carrier and indicated by the privileged Buyer came into possession of the last item, batch, or part, in the case of a contract obliging the transfer of ownership of multiple items delivered separately, in batches, or in parts.

To exercise the right of withdrawal, the privileged Buyer must inform the Seller—using the contact details provided in § 2 of the Terms and Conditions—of their decision to withdraw from the contract by means of an unequivocal statement (e.g., a letter sent by post or email).

The privileged Buyer may use the model withdrawal form included at the end of the Terms and Conditions, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for the privileged Buyer to send information regarding the exercise of the right of withdrawal before the deadline has expired.

EFFECTS OF WITHDRAWAL FROM THE CONTRACT

If the contract is withdrawn from, the Seller shall reimburse all payments received from the privileged Buyer, including the costs of delivery (except for additional costs resulting from the Buyer’s choice of a delivery method other than the least expensive standard delivery method offered by the Seller), without undue delay and in any event no later than 14 days from the day the Seller was informed of the Buyer’s decision to withdraw.

Reimbursement will be made using the same means of payment used by the Buyer in the original transaction unless the Buyer has expressly agreed otherwise; in any case, the Buyer will not incur any fees as a result of the reimbursement.

If the Seller has not offered to collect the goods from the Buyer, the Seller may withhold reimbursement until they have received the goods back or the Buyer has supplied evidence of having sent back the goods—whichever occurs earlier.

The Seller requests that goods be returned to the following address:
Showroom Labuna, Ul. Płocka 22A, 01-138 Warsaw, Poland—without undue delay and in any event no later than 14 days from the day the Buyer informed the Seller of the withdrawal. The deadline is met if the goods are sent back before the 14-day period has expired.

The privileged Buyer bears the direct cost of returning the goods.

The Buyer is only liable for any diminished value of the goods resulting from handling them in a way other than what is necessary to establish their nature, characteristics, and functioning.

If the goods, due to their nature, cannot be returned by standard postal means, the Buyer will also have to bear the direct cost of returning them. The estimated cost of returning such goods will be provided by the Seller in the product description or during the ordering process.

If a refund is required for a transaction made using a payment card, the refund will be made to the bank account linked to that card.

§ 8 EXCEPTIONS TO THE RIGHT OF WITHDRAWAL FROM THE CONTRACT

The right of withdrawal from a distance contract referred to in § 7 of the Terms and Conditions does not apply to contracts:

• where the item supplied is non-prefabricated, made to the Buyer’s specifications, or clearly personalized;

• where the item supplied is perishable or has a short shelf life;

• for items delivered in sealed packaging which, for health protection or hygiene reasons, are not suitable for return once unsealed;

• where the items become inseparably mixed with other items after delivery due to their nature;

• for sealed audio or video recordings or sealed computer software which were unsealed after delivery;

• for the supply of newspapers, periodicals, or magazines, except for subscription contracts;

• where the price or remuneration depends on financial market fluctuations beyond the Seller’s control that may occur before the withdrawal deadline.

§ 9 COMPLAINTS

I. GENERAL PROVISIONS

The Seller is liable to the privileged Buyer for the conformity of the performance with the contract as provided for by generally applicable laws, including especially the Consumer Rights Act.

Complaints should be submitted to the postal or email address indicated in § 2 of the Terms and Conditions.

If a product comes with a warranty, information on its terms is available in the Store.

Complaints regarding the operation of the Store should be sent to the email address specified in § 2.

The Seller will respond to complaints within 14 days from the date of receipt.

II. PRIVILEGED BUYERS – GOODS

If a product is not in conformity with the contract, the privileged Buyer may exercise rights under Chapter 5a of the Consumer Rights Act.

The Seller is liable for non-conformity existing at the time of delivery and revealed within two years thereafter, unless a longer shelf life was provided.

Under the Act, the Buyer may always request:

• replacement of the goods;

• repair of the goods.

Additionally, the Buyer may submit a declaration of:

• price reduction;

• withdrawal from the contract,

if:

• the Seller has refused to bring the goods into conformity under Art. 43d(2);

• the Seller has failed to bring the goods into conformity under Art. 43d(4–6);

• the goods still do not conform to the contract despite the Seller’s attempts;

• the lack of conformity is significant enough to justify price reduction or withdrawal without first resorting to other remedies under Art. 43d;

• it is clear from the Seller’s statement or circumstances that the Seller will not bring the goods into conformity within a reasonable time or without significant inconvenience to the Buyer.

In case of repair or replacement, the Buyer should make the goods available to the Seller. The Seller will collect the goods at their own cost.

The Buyer may not withdraw from the contract if the lack of conformity is minor.

Upon withdrawal, the Buyer shall return the goods to the Seller promptly at the Seller’s cost to:
Showroom Labuna, Ul. Płocka 22A, 01-138 Warsaw. The Seller will refund the price without undue delay and no later than 14 days from receipt of the goods or proof of return.

Refunds for price reductions must be made within 14 days from receipt of the Buyer’s statement.

Out-of-Court Complaint and Redress Methods

If a complaint does not result in the desired outcome, the Consumer may:

• seek mediation from the Provincial Inspectorate of the Trade Inspection. Generally free of charge. List: https://uokik.gov.pl/wojewodzkie_inspektoraty_inspekcji_handlowej.php;

• seek resolution via a permanent consumer arbitration court. List: https://uokik.gov.pl/stale_sady_polubowne.php;

• get free assistance from a municipal or district Consumer Ombudsman;

• use the EU online dispute resolution platform: https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks.

III. BUYERS OTHER THAN PRIVILEGED BUYERS

If a defect arises, a Buyer who is not a privileged Buyer may submit a complaint under the Civil Code warranty regulations.

The Seller is liable for defects if they are discovered within two years of delivery.

Entrepreneurs who are not privileged Buyers lose their warranty rights if they fail to inspect the item promptly and notify the Seller of the defect immediately.

Under the Civil Code, such Buyers may:

• declare a price reduction;

• in case of a significant defect – declare withdrawal;

• request replacement;

• request repair.

If needed, the Buyer must deliver the defective item to:
Showroom Labuna, Ul. Płocka 22A, 01-138 Warsaw.

§ 10 PERSONAL DATA

The controller of personal data provided by the Buyer during use of the Store is the Seller. Details on data processing are in the Store’s Privacy Policy, available in accordance with the GDPR transparency principle.

Data is processed for order fulfillment based on:

• a contract or steps taken at the Buyer’s request (Art. 6(1)(b) GDPR);

• legal obligations related to accounting (Art. 6(1)(c) GDPR);

• the Seller’s legitimate interest in legal claims (Art. 6(1)(f) GDPR).

Providing data is voluntary but necessary to conclude a contract. Without it, no purchase is possible.

Data will be processed until:

• the contract expires;

• legal obligations cease;

• claims expire;

• the Buyer objects to processing (when based on legitimate interest)—

whichever happens last.

The Buyer has the right to request:

• access to data;

• rectification;

• deletion;

• restriction;

• transfer to another controller;

• objection due to personal circumstances (under Art. 6(1)(f) GDPR).

To exercise these rights, contact the Seller using details in § 2.

If the Buyer believes their data is processed unlawfully, they can file a complaint with the President of the Personal Data Protection Office.

§ 11 FINAL PROVISIONS

It is prohibited to provide unlawful content via the Store.

Each order placed constitutes a separate contract and requires separate acceptance of the Terms and Conditions.

Contracts are concluded in Polish.

In disputes involving non-privileged Buyers, jurisdiction lies with the court where the Seller is located.