Returns and Exchanges

Complaint Terms

How to file a complaint
You can submit any complaints regarding products or the online store:
  • In writing to the address: 11 Drewniana Street, 30-556 Krakow;
  • Electronically via email to: info@easy-shop.eu;
  • Electronically through the form available on the Store’s website at: http://bit.ly/EASY_SHOP_wymiana
Sending or returning a product under complaint can be done to the address: 11 Drewniana Street, 30-556 Krakow.
What to Include in a Complaint
It is recommended to include the following in the complaint description:
  • Information and circumstances regarding the complaint subject, particularly the type and date of the issue or non-compliance with the contract;
  • A request for resolution, such as bringing the product into compliance with the contract, a price reduction, contract withdrawal, or any other claim;
  • Contact details of the complainant – this will facilitate and speed up the complaint review process.
The above requirements are only recommendations and do not affect the validity of complaints submitted without the suggested description. If the complainant’s contact details change during the complaint review process, they are required to inform the Seller.
The complainant may attach evidence (e.g., photos, documents, or the product) related to the complaint.
We may also request additional information or evidence (e.g., photos) if it helps expedite the complaint
When You Will Receive a Response to Your Complaint
The seller will respond to the complaint promptly, no later than within 14 calendar days from the date of its receipt. If the seller fails to respond within this period, the complaint is considered justified.
Where to Find Legal Regulations Regarding Complaints
The basis and scope of the seller’s responsibility for product conformity with the contract are defined by generally applicable legal provisions, in particular the Civil Code, the Consumer Rights Act, and the Act on Providing Services by Electronic Means of July 18, 2002 (Journal of Laws No. 144, item 1204, as amended).
There are two types of responsibility for product conformity with the contract:
  1. Statutory Seller’s Liability – this is the responsibility resulting from legal provisions, and it cannot be excluded in the case of consumers; detailed information about this responsibility is outlined below, where it is regulated.
  2. Contractual Liability (e.g., warranty provided by the guarantor) – this is additional responsibility, applicable when a product is covered by a warranty. The warranty may be provided by an entity other than the seller (e.g., the manufacturer). Specific regulations regarding warranty liability can be found in the warranty card or other relevant documents related to the provision of the warranty.
Below you will find detailed regulations regarding the seller’s responsibility based on legal provisions, depending on the type of product (movable goods, content, or digital service), and depending on the contract date (before 2022 or from 2023 onwards).
The provisions regarding the complaint of a movable item purchased by the Customer under a sales contract concluded with the Seller by December 31, 2022, are specified in the Civil Code in force until December 31, 2022, particularly Articles 556-576. These provisions define the basis and scope of the Seller’s liability to the Customer if the sold product has a physical or legal defect (warranty). The Seller is obliged to deliver a product free from defects. The provisions regarding the complaint of a movable item (including movable items with digital elements), excluding movable items that serve solely as a medium for digital content, purchased by the Customer under a sales contract concluded with the Seller from January 1, 2023, are specified in the Consumer Rights Act in force from January 1, 2023, particularly Articles 43a – 43g. These provisions define the basis and scope of the Seller’s liability to the consumer in the event of non-compliance of the product with the sales contract. The provisions concerning complaints about products—digital content or services, or movable items serving solely as a medium for digital content—purchased by the Customer under a sales contract concluded with the Seller from January 1, 2023, or before that date if the delivery of such a product was to occur or occurred after that date, are specified in the Consumer Rights Act as amended on January 1, 2023, particularly Articles 43h – 43q. These provisions define the basis and scope of the Seller’s liability to the consumer in the event of non-compliance of the product with the sales contract.

The terms for withdrawal

Information about the right to withdraw from a distance contract.
As a consumer, you have the right to withdraw from a contract concluded in the Online Store within 14 days without providing any reason. The withdrawal period expires 14 days after the day you acquired possession of the goods or the day a third party, other than the carrier and indicated by you, acquired possession of the goods.
To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of an unequivocal statement (e.g., a letter sent by post or email). You can send the statement to:
A sample withdrawal form is attached as Annex 2 to the Consumer Rights Act and is also available as an attachment to the Online Store’s terms and conditions. You may use the withdrawal form template, but it is not mandatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
If you withdraw from this contract, we will reimburse all payments received from you, including the costs of delivery (except for additional costs resulting from your chosen method of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw from this contract. We will carry out 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 the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
If you have received the goods, please send them back or hand them over to us at 11 Drewniana Street, 30-556 Krakow, without undue delay and in any event not later than 14 days from the day on which you informed us of your decision to withdraw from this contract. The deadline is met if you send back the goods before the 14-day period has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling them in a way other than what is necessary to establish the nature, characteristics, and functioning of the goods.
The provisions in this communication regarding consumers apply from January 1, 2021, and to contracts concluded from that date also to a buyer who is a natural person concluding a contract directly related to their business activity, when the content of that contract indicates that it does not have a professional character for that person, arising in particular from the subject of the business activity performed by them, made available on the basis of the provisions on the Central Register and Information on Economic Activity.