RETURNS AND COMPLAINTS

Effective date: 01.10.2026

§ 1. General Provisions

This document sets out the rules governing the exercise of the right of withdrawal, returns, and the submission and processing of complaints concerning Goods and Digital Content purchased from the Polaya online store.

The Seller is Polaya sp. z o.o., with its registered office at Chmielna 69, 00-801 Warsaw, Poland.

Contact details of the Seller:

E-mail: contact@polaya.pl
Phone: +48 574 034 080
Address: Chmielna 69, 00-801 Warsaw, Poland

This document should be read together with the Online Store Terms and Conditions and the other documents available in the Store.

The provisions of this document do not limit the rights of Consumers or Business Customers with consumer rights arising from mandatory provisions of law.

§ 2. Right of Withdrawal – Basic Information

A Consumer or a Business Customer with consumer rights who has entered into a distance contract may, as a general rule, withdraw from the contract without giving any reason within 14 days, subject to the exceptions provided for by law.

The right of withdrawal is a statutory right and does not require the Customer to provide a reason for withdrawal.

To meet the deadline, it is sufficient to send the withdrawal statement before the deadline expires.

The Customer may use the withdrawal form available at the following link:

Withdrawal Form – PDF

§ 3. Withdrawal Period

In the case of a sales contract concerning a single Good, the 14-day period generally begins on the day on which the Consumer or a third party indicated by the Consumer, other than the carrier, takes possession of the Good.

If the Contract concerns multiple Goods delivered separately, in batches or in parts, the withdrawal period begins in accordance with the rules set out in the applicable provisions of law.

In the case of other distance contracts, the beginning of the withdrawal period is determined in accordance with the relevant provisions of law.

§ 4. How to Withdraw from a Contract

To exercise the right of withdrawal, the Customer should inform the Seller of their decision before the withdrawal period expires.

The statement may be sent:

• by e-mail to contact@polaya.pl,
• in writing to the Seller's address:

Polaya sp. z o.o.
Chmielna 69
00-801 Warsaw
Poland

The Customer may use the withdrawal form, but its use is not mandatory. An unambiguous statement informing the Seller of the decision to withdraw from the contract is sufficient, provided that it meets the requirements resulting from applicable law.

In the event of withdrawal from a contract, the Seller may confirm receipt of the withdrawal statement on a durable medium, in particular by e-mail.

§ 5. Returning the Good

In the event of withdrawal from a contract for the sale of a Good, the Customer should return the Good without undue delay, no later than 14 days from the date on which they withdrew from the contract, unless the Seller has offered to collect the Good itself.

To meet the deadline, it is sufficient to send the Good back before the deadline expires.

The Good should be returned to the following address:

Polaya sp. z o.o.
Chmielna 69
00-801 Warsaw
Poland

The Customer should properly secure the Good for return transportation.

The Seller does not require the use of the original packaging if the absence of such packaging does not prevent the return from being accepted.

The direct cost of returning the Good to the Seller is borne by the Customer, unless otherwise provided by law.

§ 6. Condition of the Returned Good

The Consumer has the right to examine the Good in the same manner as they could in a physical store in order to determine its nature, characteristics and functioning.

The Consumer may be liable for any reduction in the value of the Good resulting from using it in a manner exceeding what is necessary to establish its nature, characteristics and functioning.

However, the Seller may not reduce the refund solely because the Good was ordinarily examined within the limits permitted by law.

§ 7. Refunds Following Withdrawal

In the event of an effective withdrawal from the contract, the Seller shall refund the Consumer all payments made by the Consumer, including the cost of delivery of the Good, subject to applicable law.

If the Consumer selected a delivery method other than the least expensive standard delivery method available in the Store, the Seller is not obliged to refund any additional costs resulting from the Consumer's choice of a more expensive delivery method.

The refund shall generally be made using the same payment method used by the Consumer, unless the Consumer has expressly agreed to another solution that does not result in any additional costs for the Consumer.

The Seller shall make the refund without undue delay and no later than 14 days from the date of receiving the withdrawal statement, subject to cases where applicable law permits the Seller to withhold the refund.

In the event of withdrawal from a contract for the sale of a Good, the Seller may withhold the refund until the Good has been returned or the Customer has provided proof of sending the Good back, whichever occurs first.

§ 8. Exclusions from the Right of Withdrawal

The right of withdrawal does not apply in cases specified by applicable law.

If the Store offers Goods or services covered by a statutory exception to the right of withdrawal, the Customer will be informed of this before entering into the Contract.

In the case of sealed products which cannot be returned after delivery for reasons of health protection or hygiene, the right of withdrawal may be excluded where the packaging has been opened after delivery, in accordance with applicable law.

§ 9. Digital Content – Withdrawal from a Contract

In the case of Digital Content not supplied on a tangible medium, the Consumer generally has the right to withdraw from a distance contract, subject to the statutory exception concerning the commencement of delivery of Digital Content before the expiry of the withdrawal period.

The right of withdrawal may be excluded if, before the delivery of the Digital Content begins, all conditions required by law have been fulfilled, including in particular:

• the Consumer has given their prior and express consent to the commencement of delivery of the Digital Content before the expiry of the withdrawal period,
• the Consumer has been informed before the service begins that they will lose their right of withdrawal and has acknowledged this,
• the Seller has provided the Consumer with the required confirmation of the conclusion of the Contract and confirmation of the consent given on a durable medium.

If any of the legally required conditions are not fulfilled, the Consumer retains the right of withdrawal to the extent provided for by applicable law.

When purchasing Digital Content, the Customer should pay particular attention to the information presented before payment concerning the commencement of delivery of Digital Content before the expiry of the withdrawal period.

§ 10. Complaints – Lack of Conformity of the Good with the Contract

The Seller is liable to the Consumer for a lack of conformity of the Good with the Contract in accordance with the provisions of the Consumer Rights Act.

The Seller's liability for a lack of conformity of the Good with the Contract generally lasts for 2 years from the date on which the Good was delivered, unless applicable law provides for a longer period.

The Good should, in particular, conform to the description, type, quantity, quality, completeness and functionality specified in the Contract and have the characteristics required by applicable law.

§ 11. Consumer Rights in the Event of a Lack of Conformity

In the event of a lack of conformity of the Good with the Contract, the Consumer may first request:

• repair of the Good, or
• replacement of the Good.

The Seller may replace the Good instead of repairing it, or repair it instead of replacing it, if the method chosen by the Consumer is impossible or would require excessive costs, in accordance with applicable law.

If the conditions specified by law are met, the Consumer may request:

• a reduction in the price, or
• withdrawal from the Contract.

In particular, the right to a price reduction or withdrawal from the Contract may arise where the Seller has refused to bring the Good into conformity with the Contract, has failed to do so within a reasonable time, has attempted to do so but the Good remains non-conforming, or where the lack of conformity is significant, in accordance with the conditions specified by law.

§ 12. How to Submit a Complaint

A complaint may be submitted in any form that allows the Seller to receive information about the lack of conformity of the Good or Digital Content with the Contract.

For evidentiary purposes, it is recommended to submit a complaint:

• by e-mail to contact@polaya.pl, or
• in writing to the Seller's address.

The Customer may use the complaint form available at the following link:

Complaint Form – PDF

§ 13. What a Complaint Should Contain

To facilitate efficient processing of the complaint, it is recommended to provide:

• the Customer's first and last name or business name,
• contact details,
• the Order number, if known,
• the name of the product concerned,
• a description of the identified lack of conformity,
• the date or circumstances in which the issue was discovered,
• the Customer's request, where applicable law provides for a choice of remedy,
• photographs or other materials helpful in assessing the issue, if available.

The absence of any of the above information does not result in the loss of the Customer's statutory rights.

§ 14. Response to a Complaint

The Seller shall process complaints in accordance with applicable law.

In the case of a complaint submitted by a Consumer, the Seller should provide a response within 14 days from the date of receiving the complaint, where applicable law provides for such a deadline.

Failure to respond within the statutory deadline may result in the consequences provided for by law, including the complaint being deemed accepted in cases specified by law.

The response to a complaint may be sent to the e-mail address provided by the Customer or in another manner allowing the response to be preserved.

§ 15. Costs of Complaints

If the Good is not in conformity with the Contract, the Seller shall bear the costs of bringing the Good into conformity with the Contract to the extent required by law.

In particular, the Seller shall bear the costs of repair or replacement, including transportation, shipping, labour and materials, in accordance with applicable law.

The Consumer should not bear costs associated with exercising statutory rights arising from a lack of conformity of the Good with the Contract.

§ 16. Complaints Concerning Digital Content

The Seller is liable to the Consumer for the conformity of Digital Content with the Contract in accordance with applicable law.

A complaint may concern, in particular, a situation where:

• the Customer has not received the purchased Digital Content,
• the file or access provided is incorrect,
• the Digital Content does not correspond to the description or conditions presented at the time of purchase,
• the Digital Content does not have the characteristics or functionality required under the Contract,
• technical problems prevent the Customer from using the Digital Content in accordance with the Contract.

In the event of a problem with Digital Content, the Customer should contact the Seller at contact@polaya.pl.

The Seller will take steps to bring the Digital Content into conformity with the Contract to the extent required by applicable law.

§ 17. Lack of Conformity of Digital Content with the Contract

In the event of a lack of conformity of Digital Content with the Contract, the Consumer may exercise the rights provided for by applicable law.

The scope of available remedies depends on the nature of the lack of conformity and the circumstances of the specific case.

If bringing the Digital Content into conformity with the Contract is not possible or applicable law provides for other remedies, the Consumer may exercise further rights specified by law.

§ 18. Proof of Purchase

An original fiscal receipt is not required to submit a complaint if the purchase can be confirmed in another way.

To efficiently locate the Order, the Seller may request the Order number, the e-mail address used for the purchase or other information allowing the transaction to be identified.

The absence of a receipt does not deprive the Consumer of their statutory complaint rights.

§ 19. Warranty

The Seller does not provide an additional commercial warranty for the Goods unless information about such a warranty is expressly stated for a particular product.

The absence of a warranty does not affect the Consumer's statutory rights arising from the Seller's liability for a lack of conformity of the Good with the Contract.

§ 20. Voluntary Returns and Complaints

The right of withdrawal from a contract and a complaint concerning a lack of conformity of a Good or Digital Content with the Contract are separate rights.

If the Customer wishes to return a properly supplied Good without giving a reason, they should use the withdrawal procedure.

If the Good or Digital Content is not in conformity with the Contract, the Customer may use the complaint procedure.

The Seller may not make the acceptance of a complaint conditional upon the Customer exercising their right of withdrawal from the contract.

§ 21. Businesses and Business Customers with Consumer Rights

Business Customers with consumer rights are entitled to consumer rights to the extent resulting from mandatory provisions of law.

In the case of businesses that are neither Consumers nor Business Customers with consumer rights, the scope of the Seller's liability and the Customer's rights may also be determined by the provisions of the Contract and the Online Store Terms and Conditions, to the extent permitted by applicable law.

§ 22. Out-of-Court Dispute Resolution

Consumers may use available out-of-court methods for handling complaints and pursuing claims in accordance with applicable law.

Information about available forms of consumer assistance may be obtained, among others, from the relevant consumer ombudsmen and other competent institutions.

Use of an out-of-court dispute resolution method is generally voluntary, unless an obligation arises from applicable law.

§ 23. Contact Regarding Returns and Complaints

For matters concerning returns, withdrawal from contracts and complaints, the Seller may be contacted at:

Polaya sp. z o.o.
Chmielna 69
00-801 Warsaw
Poland
E-mail: contact@polaya.pl
Phone: +48 574 034 080

§ 24. Forms

Withdrawal Form:

Download the Withdrawal Form – PDF

Complaint Form:

Download the Complaint Form – PDF

§ 25. Changes to This Document

The Seller may update this document, in particular in the event of changes in applicable law, return and complaint procedures, or the way the Store operates.

Changes do not limit rights acquired by Customers before the changes take effect.

The current version of this document is available in the Store.

§ 26. Final Provisions

Matters not regulated by this document shall be governed by the Online Store Terms and Conditions and applicable law.

No provision of this document excludes or limits the rights of Consumers or Business Customers with consumer rights arising from mandatory provisions of law.

This document is effective as of 01.10.2026.

§ 27. Seller's Details

Polaya sp. z o.o.
Chmielna 69
00-801 Warsaw
Poland
NIP: XXX
KRS: XXX
REGON: XXX
E-mail: contact@polaya.pl
Phone: +48 574 034 080

Document effective from: 01.10.2026