Complaints and returns

If your product does not conform to the contract

Describe the problem and provide the product name or catalogue number and information identifying the purchase, such as an order number. Tell us when you noticed the issue and which remedy you request. Photos can help us assess damage, but are not a requirement for accepting a complaint.

Contact us by email, post, in person or through your customer account — My Returns. Using an account or a form is optional.

For consumer purchases, the seller is liable for non-conformity revealed within 2 years of delivery. You can request repair or replacement. A price reduction or withdrawal is available in the circumstances set out by law, including significant non-conformity. We respond to a consumer complaint within 14 days of receiving it; no response means acceptance.

The seller bears collection, repair and replacement costs. Contact us to arrange collection. A receipt is not the only possible proof of purchase. Original packaging and a warranty card are not required for a statutory complaint.

Read more: UOKiK — statutory complaints (Polish).

Delivery damage and manufacturer warranties

14 days to change your mind after an online purchase

A consumer may withdraw from an online sales contract without giving a reason within 14 days of receiving the goods. If a single order arrives in separate deliveries, the period starts when the last item, batch or part arrives. Send an unequivocal withdrawal notice before the deadline.

1. Tell us your decision. Email [email protected] or write to the address below. Identify yourself and the goods you wish to return. The form in your customer account is optional.
2. Pack and return the goods. Send them back promptly, within 14 days of notifying us, unless collection has been agreed. You bear the direct return shipping cost for this type of withdrawal. Do not send parcels cash on delivery.
3. Receive your refund. We refund payments within 14 days of receiving your notice, using the original payment method unless you agree to another method without extra charges. Unless we offered collection, we may wait until we receive the goods or proof of dispatch, whichever comes first.

The refund includes the least expensive standard delivery option offered for your order, but not the additional cost of a more expensive option. You may inspect the goods as needed to establish their nature, characteristics and operation. You are liable for reduced value caused by handling beyond that. Original packaging helps protect the parcel but is not a condition of withdrawal.

Legal exceptions include non-prefabricated goods made to your specifications or personalised needs. Ordering a standard light with a longer supplier lead time does not by itself remove your return right. Consumer protections also apply to qualifying sole traders where the purchase is not professional in nature for their business.

Return address and a sample withdrawal notice

Radosław Fiszer — Complaints and Returns Department
ul. Hetmańska 44
15-727 Białystok, Poland

Including your order number and marking the parcel “Return” or “Complaint” helps us identify it. You may bring a statutory complaint directly to us; you do not have to approach the manufacturer instead.

This is an optional example; you can write your own notice. Full purchasing terms are available in the store regulations. This information does not limit your rights under applicable law.