Right of Withdrawal from the Contract – Return Policy
A customer who is a consumer may withdraw from the contract without giving any reason by submitting an appropriate declaration within 14 days. To meet the deadline, it is sufficient to send the declaration before the deadline expires.
The customer may formulate the declaration independently or use the model declaration provided by the Seller on the Store's website.
The 14-day period is counted from the day the goods are delivered or, in the case of a service contract, from the day the contract is concluded.
Upon receipt of the consumer's withdrawal declaration, the Seller will send confirmation of receipt to the consumer's e-mail address.
The right of withdrawal does not apply in the following cases:
Service contracts for which the consumer is required to pay, if the Seller has fully performed the service with the express prior consent of the consumer, who was informed before the service began that after full performance by the Seller, the right of withdrawal is lost.
Contracts where the price or remuneration depends on fluctuations in the financial market beyond the Seller’s control.
Contracts for goods that are not prefabricated, manufactured according to the consumer's specifications or intended to meet their individual needs.
Contracts for goods that are liable to deteriorate rapidly or have a short shelf life.
Contracts for sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.
Contracts for goods which, after delivery, are inseparably mixed with other items.
Contracts for alcoholic beverages where the price is agreed upon at the time of the sales contract, delivery can take place only after 30 days, and their value depends on market fluctuations beyond the Seller's control.
Contracts where the consumer has expressly requested the Seller to visit for urgent repair or maintenance; if the Seller provides additional services or delivers goods other than spare parts, the right of withdrawal applies only to those additional services or goods.
Contracts for sealed audio or video recordings or computer software, which were unsealed after delivery.
Contracts for the supply of newspapers, periodicals or magazines, except for subscription contracts.
Contracts concluded at a public auction.
Service contracts for which the consumer requested the Seller to visit them for repair and the service was fully provided with the consumer’s prior and express consent.
Contracts for accommodation, transportation of goods, car rental, catering, or services related to leisure, entertainment, sports, or cultural events, if the contract specifies a specific date or period.
Contracts for the supply of digital content not supplied on a tangible medium, where performance began with the consumer’s prior express consent and acknowledgment of loss of the right of withdrawal, and the Seller confirmed the contract details to the consumer as required by law.
In the case of withdrawal from a distance contract, the contract is considered not concluded. The performances of both parties shall be returned in an unchanged state, unless a change was necessary to determine the nature, characteristics, and functioning of the goods. The return must take place immediately, no later than 14 days. The purchased goods must be returned to the Seller’s address.
The Seller shall reimburse the consumer for all payments received, including the delivery costs, immediately and no later than within 14 days from the day of receipt of the withdrawal declaration, using the same payment method used by the consumer unless the consumer agrees otherwise. The Seller may withhold reimbursement until receipt of the goods or proof of return, whichever occurs first.
If the consumer has chosen a method of delivery other than the least expensive standard delivery offered by the Seller, the Seller is not required to reimburse the additional costs incurred.
The customer bears only the direct cost of returning the goods unless the Seller agrees to bear this cost.
Complaints Regarding Goods
The Seller undertakes to deliver goods in conformity with the contract.
The Seller is liable for non-conformity under the provisions of the Consumer Rights Act to consumers and individuals entering into a contract directly related to their business, provided that the contract does not have a professional nature. Liability toward business entities is excluded.
Complaints should be sent to the following address: Magazyn Obsługi Zwrotów, ul. Wojska Polskiego 21C, 78-122 Charzyno, e-mail: biuro@ekoherb.market, phone: +48 530331311.
In order to process the complaint, the customer should send or deliver the complained goods, if possible with proof of purchase, to the address indicated above.
The Seller commits to resolving each complaint within 14 days from the date of receipt.
In case of deficiencies in the complaint, the Seller will request the customer to complete it within 7 days from the date the request is received.
X. Complaints Regarding Electronic Services
The customer may file complaints related to the functioning of the Store and the use of services in writing to: Magazyn Obsługi Zwrotów, ul. Wojska Polskiego 21C, 78-122 Charzyno, e-mail: biuro@ekoherb.market, phone: +48 530331311.
The complaint should include the customer's name, correspondence address, and a description of the issue encountered.
The Seller undertakes to resolve each complaint within 14 days from the date of receipt. In case of deficiencies, the Seller will request the customer to complete the complaint within 7 days from the receipt of the request.
