SERUM.EU
Return Policy
Last updated: [DATE]
This Return Policy applies to all Products purchased from the online store operated at serum.eu by [COMPANY_NAME], with its registered office at [COMPANY_ADDRESS], NIP: [NIP], REGON: [REGON], KRS: [KRS]. This policy is issued in compliance with Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the Polish Consumer Rights Act of 30 May 2014 (Dz.U. 2014 poz. 827, as amended), and other applicable consumer protection legislation.
1. Right of Withdrawal
1.1. If you are a Consumer (a natural person making a purchase not directly related to your business or professional activity), you have the right to withdraw from the sales contract without giving any reason within 14 (fourteen) calendar days. 1.2. The withdrawal period expires 14 calendar days from the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the last Product in your Order. 1.3. This right is granted pursuant to Articles 9-16 of Directive 2011/83/EU and Articles 27-38 of the Polish Consumer Rights Act of 30 May 2014. 1.4. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the 14-day withdrawal period has expired.
2. How to Exercise the Right of Withdrawal
2.1. To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of an unequivocal statement. You may do this by: a) Email: Send a message to [COMPANY_EMAIL] with the subject line "Withdrawal from Contract" including your order number and a clear statement of your intention to withdraw. b) Post: Send a written declaration to: [COMPANY_NAME] [COMPANY_ADDRESS] 2.2. You may use the model withdrawal form provided in Section 3 below, but this is not obligatory. 2.3. Upon receipt of your withdrawal declaration, we will send you an acknowledgment of receipt by email without delay.
3. Model Withdrawal Form
To: [COMPANY_NAME], [COMPANY_ADDRESS], [COMPANY_EMAIL] I hereby declare that I withdraw from the contract of sale of the following goods: - Product(s): [description of the product(s)] - Order number: [order number] - Date of order: [date] - Date of receipt: [date] Consumer's name: [your name] Consumer's address: [your address] Date: [date] Signature: [your signature, only if this form is sent on paper] (This model form is provided in accordance with Annex I(B) to Directive 2011/83/EU and Annex 2 to the Polish Consumer Rights Act.)
4. Effects of Withdrawal
4.1. If you withdraw from the contract, we shall reimburse to you all payments received from you, including the costs of standard delivery (the least expensive standard delivery option we offer), without undue delay and in any event not later than 14 (fourteen) calendar days from the day on which we receive your withdrawal declaration. 4.2. We may withhold reimbursement until we have received the returned Products, or until you have supplied evidence of having sent back the Products, whichever is the earliest. 4.3. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement. 4.4. If you specifically requested delivery by a method other than the least expensive standard delivery method we offer, we are not obliged to reimburse the supplementary costs (i.e., the difference between the cost of the chosen delivery method and the least expensive standard delivery method).
5. Return Shipping
5.1. You shall send back or hand over the Products to us at the following address without undue delay and in any event not later than 14 (fourteen) calendar days from the day on which you communicate your withdrawal from the contract to us: [COMPANY_NAME] [COMPANY_ADDRESS] 5.2. The deadline is met if you send back the Products before the 14-day period has expired. 5.3. You will bear the direct cost of returning the Products. The estimated maximum cost of return shipping within Poland is approximately 20 PLN for standard courier delivery, though actual costs may vary depending on the size and weight of the shipment and the carrier selected. 5.4. We recommend using a trackable shipping service or purchasing shipping insurance for the return, as we cannot be held responsible for Products lost or damaged during return transit.
6. Exceptions to the Right of Withdrawal
6.1. In accordance with Article 38 of Directive 2011/83/EU and Article 38(1) of the Polish Consumer Rights Act, the right of withdrawal does not apply to the following contracts: a) Sealed Cosmetics and Hygiene Products (Article 38(5) of Directive 2011/83/EU; Article 38(1)(5) of the Polish Consumer Rights Act): Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery. This exception applies to hair color products, activators, care products, and other cosmetic items where the seal has been broken or the product has been opened after delivery. b) Custom or Personalized Products (Article 38(3) of Directive 2011/83/EU; Article 38(1)(3) of the Polish Consumer Rights Act): Contracts for the supply of goods which are made to the Consumer's specifications or are clearly personalized. 6.2. If you are unsure whether a particular Product is eligible for return, please contact us at [COMPANY_EMAIL] before opening or using the Product.
7. Product Condition
7.1. You are only liable for any diminished value of the Products resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the Products. 7.2. To receive a full refund, the Products must be: a) Unused and in the same condition as when you received them. b) In their original packaging, including all labels, tags, seals, and protective wrapping. c) Accompanied by any accessories, documentation, or free gifts that were included with the Product. 7.3. You may examine the Products in the same manner as you would be allowed to in a physical store (for example, you may inspect the outer packaging and read the label information), but you should not open sealed cosmetic products, apply or test the products, or remove any seals or safety packaging unless necessary to inspect the Product. 7.4. If returned Products show signs of use beyond what is necessary for inspection, we reserve the right to reduce the refund amount to reflect the diminished value of the Product, in accordance with Article 14(2) of Directive 2011/83/EU.
8. Complaints and Defective Goods
8.1. Independently of the right of withdrawal, if you receive a Product that is defective or not in conformity with the contract, you are entitled to remedies under the statutory warranty (rekojmia) provisions of the Polish Civil Code (Articles 556-576) and Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods. 8.2. The Seller is liable for any lack of conformity of the Product with the contract that becomes apparent within 2 (two) years from the date of delivery. 8.3. To report a defective Product, please contact us by: a) Email: [COMPANY_EMAIL], with the subject line "Complaint" and including your order number, a description of the defect, photographs of the defect, and your preferred remedy. b) Post: [COMPANY_NAME], [COMPANY_ADDRESS]. 8.4. We will respond to your complaint within 14 (fourteen) calendar days from the date of receipt. If we fail to respond within this period, your complaint is deemed accepted. 8.5. If your complaint is justified, you are entitled to the following remedies, in the following order of priority: a) Repair of the Product (bringing it into conformity with the contract); or b) Replacement of the Product with one free from defects. If repair or replacement is impossible, would result in disproportionate costs, or the Seller has failed to carry out the repair or replacement within a reasonable time, you may: c) Request a proportional reduction of the price; or d) Withdraw from the contract and obtain a full refund, provided the lack of conformity is not insignificant. 8.6. The Seller bears the cost of repair, replacement, postage, carriage, and any associated labour or materials costs arising from a justified complaint. 8.7. This section does not limit any additional rights you may have under the consumer protection laws of your country of residence.
9. Contact
For all matters relating to returns, withdrawals, complaints, and defective goods, please contact us at: [COMPANY_NAME] [COMPANY_ADDRESS] Email: [COMPANY_EMAIL] Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM CET. We aim to respond to all inquiries within one (1) business day.