Withdrawal, returns and complaints

All you need is the e-mail address you used for the order – no account required.

Withdraw from contract

How to withdraw online

1. Select “Withdraw from contract” (the button above or the link in the shop footer). Signed-in customers go straight to the form; everyone else enters the e-mail address used for the order.
2. We send a one-time link and a 6-digit code to that address. Either one is enough; both are valid only for a short time.
3. In the form, select the Products you are returning and their quantities. If you paid cash on delivery, you can add your bank account number for the refund. Giving a reason is optional.
4. After you submit the form, you will see your return code and the details for sending the Product back. We also e-mail you a confirmation with your statement and the refund deadline. Please write the return code on the parcel.

Signed-in customers also find the form under My account → Withdraw from contract, and their past withdrawals under My account → My withdrawals (shown once you have made a withdrawal). If your order is not on the list or the form does not work, please write to [email protected].

The rules below apply to contracts concluded in the shop https://splot.presta.show/en. They cover Consumers and sole traders with consumer rights (natural persons running a business for whom the contract is not of a professional nature).

Right of withdrawal

1. You have the right to withdraw from this contract within 14 days without giving any reason.
2. The withdrawal period expires 14 days after the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the Product. If the order covers several Products delivered separately, the period runs from the day you acquire possession of the last one.
3. To exercise the right of withdrawal, you must inform us – Splot – sklep demonstracyjny, ul. Przykładowa 1, 00-001 Warszawa, Poland, phone +48 22 000 00 00, e-mail [email protected] – of your decision to withdraw by an unequivocal statement (e.g. a letter sent by post or e-mail).
4. You may use the model withdrawal form below, but it is not obligatory.
5. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website: online form. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.

Effects of withdrawal

1. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of 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 about your decision to withdraw from this contract.
2. We will carry out such 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. If you paid cash on delivery, with your consent we can refund the payment by bank transfer to an account you indicate, at no cost to you.
3. We may withhold reimbursement until we have received the Product back or you have supplied evidence of having sent it back, whichever is the earliest.
4. Please send back the Product or hand it over to us at Splot – sklep demonstracyjny, ul. Przykładowa 1, 00-001 Warszawa, Poland without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the Product before the period of 14 days has expired.
5. You will have to bear the direct cost of returning the Product.
6. Products which, by their nature, cannot normally be returned by post (marked in the Product description) must be returned at your own cost. This cost is estimated at a maximum of approximately PLN 200.
7. You are only liable for any diminished value of the Product resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the Product.

When the right of withdrawal does not apply

The right of withdrawal does not apply in particular to contracts for:

• Products made to the Customer's specifications or clearly personalised,
• Products liable to deteriorate or expire rapidly,
• sealed Products which are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery,
• Products which, after delivery, are by their nature inseparably mixed with other items,
• sealed audio or video recordings or computer software, if unsealed after delivery,

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

• To: Splot – sklep demonstracyjny, Splot – sklep demonstracyjny, ul. Przykładowa 1, 00-001 Warszawa, Poland, e-mail: [email protected]
• I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*)/for the supply of the following goods(*)/for the making of the following goods(*)/for the provision of the following service(*): …
• Ordered on(*)/received on(*): …
• Name of consumer(s): …
• Address of consumer(s): …
• Signature of consumer(s) (only if this form is notified on paper): …
• Date: …

(*) Delete as appropriate.

How to make a complaint

1. Send your complaint by e-mail to [email protected] or by post to Splot – sklep demonstracyjny, ul. Przykładowa 1, 00-001 Warszawa, Poland.
2. Please include: your name, contact details, the order number, a description of the problem and when you noticed it, and what you request (repair, replacement, price reduction or withdrawal). Photos help us, but are not required.
3. We reply within 14 days of receipt, on paper or another durable medium (e.g. by e-mail). If we do not reply within that time, the complaint is deemed accepted.
4. If a guarantee comes with the Product, its terms are set out in the guarantee document. A guarantee does not exclude or limit your rights in respect of lack of conformity with the contract.

Complaints – lack of conformity with the contract

1. We are liable for any lack of conformity of a Product with the contract that exists when it is delivered and becomes apparent within two years of delivery, unless the period for which the Product remains fit for use, as specified by us, our legal predecessors or persons acting on our behalf, is longer. A lack of conformity that becomes apparent within that time is presumed to have existed at delivery. We cannot rely on the expiry of this period if we fraudulently conceal the lack of conformity.
2. If a Product does not conform with the contract, you may request repair or replacement. We may replace instead of repairing (or repair instead of replacing) if the remedy you chose is impossible or would involve disproportionate costs. We carry out the repair or replacement within a reasonable time after you inform us of the lack of conformity, and without significant inconvenience to you. We bear the costs of repair or replacement, including postage, transport, labour and materials.
3. You make the Product to be repaired or replaced available to us, and we collect it from you at our cost. If the Product was installed before the lack of conformity became apparent, we remove it and reinstall it after the repair or replacement, or have this done at our cost.
4. You may declare a price reduction or withdrawal from the contract if we refuse to bring the Product into conformity, fail to do so within a reasonable time, the lack of conformity persists despite an attempt to fix it, it is serious enough to justify this immediately, or our statement or the circumstances make clear that we will not bring the Product into conformity. You cannot withdraw from the contract if the lack of conformity is minor.
5. Amounts due after a price reduction are refunded within 14 days of receiving your statement. After withdrawal for lack of conformity we refund the price within 14 days of receiving the Product or proof that it was sent back; you return the Product at our cost.

Out-of-court dispute resolution

1. If a complaint does not settle the matter, you may get free help from a municipal or district consumer ombudsman (rzecznik konsumentów) or ask the regional inspector of the Trade Inspection (Inspekcja Handlowa) for mediation or a hearing before the permanent arbitration court.
2. Register of bodies authorised to resolve consumer disputes out of court: polubowne.uokik.gov.pl. Information on help for consumers: prawakonsumenta.uokik.gov.pl.