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Refund policy

RETURNS AND COMPLAINTS POLICY of the Online Store www.kopyto.com

1. Purpose and Scope of the Document

This Returns and Complaints Policy (hereinafter: "Policy") sets out the rules governing:

  • withdrawal from a distance sales agreement,
  • return of goods,
  • submission and handling of complaints,

in the online store at: https://kopyto.com ("Store").

This Policy forms an integral part of the Terms and Conditions of the Store at kopyto.com/policies/terms-of-service.

The Seller is: Z Kopytem spółka z ograniczoną odpowiedzialnością with its registered office in Sopot, ul. Władysława Łokietka 46/1, 81-736 Sopot, Poland, KRS: 0000617134, NIP: 5851474404, REGON: 364408532, hereinafter referred to as the "Seller".

2. Definitions

  • Customer – a natural person, legal person or organisational unit making a purchase in the Store.
  • Consumer – a natural person making a purchase not directly related to their business or professional activity. An Entrepreneur with Consumer Rights shall also be regarded as a Consumer, i.e. a natural person concluding an agreement related to their business activity where that agreement is not of a professional nature for them.
  • Goods / Product – a product offered in the Store.
  • Sales Agreement – a distance agreement concluded between the Customer and the Seller.

3. Returns (Withdrawal from the Agreement)

A Customer who is a Consumer has the right to withdraw from a distance agreement without giving any reason, within 14 days of taking possession of the Product.

To comply with the 14-day deadline, it is sufficient to send the declaration of withdrawal before its expiry.

The declaration of withdrawal may be submitted:

  • in writing to the Seller's address: Z Kopytem sp. z o.o., ul. B. Spiechowicza 36, 43-300 Bielsko-Biała, or
  • by email to: returns@kopyto.com.

The Customer may use the withdrawal form, but this is not mandatory.

The Customer is obliged to return the Product no later than 14 days from the date of withdrawal from the agreement.

4. Consequences of Withdrawal and Return Costs

  • The Customer shall bear the direct costs of returning the Product, unless the Seller has expressly agreed to cover them.
  • The Seller shall reimburse the Customer for all payments made, including delivery costs (with the exception of additional costs arising from the Customer's choice of a more expensive delivery method than the cheapest available standard delivery method), no later than 14 days from the date of receipt of the declaration of withdrawal.
  • The Seller may withhold the refund until receipt of the Product or proof of its dispatch.
  • The refund shall be made using the same payment method as that used by the Customer, unless the Customer agrees to a different method.
  • The Customer is liable for any reduction in the value of the Product resulting from using it in a manner beyond what is necessary to determine its nature, characteristics and functioning.
  • The Seller recommends that the Product be returned in a complete condition, with tags, in its original packaging (if possible).

5. Exclusions from the Right of Withdrawal

The statutory right of withdrawal does not apply to the Consumer in the event of:

  • the expiry of the statutory deadline for notifying the Seller of the intention to withdraw from the Sales Agreement (the right of withdrawal expires due to the lapse of the deadline);
  • where the subject of the Sales Agreement is a non-prefabricated item produced according to the Customer's specifications or serving to satisfy their individual needs;
  • where the subject of the Sales Agreement is a product supplied in sealed packaging whose opening prevents return for reasons of health protection and/or hygiene;
  • in other cases, in accordance with Art. 38 of the Act of 30 May 2014 on Consumer Rights (consolidated text: Journal of Laws of 2024, item 1796, as amended; hereinafter: "Consumer Rights Act").

6. Complaints

A Customer who is a Consumer is entitled to submit a complaint regarding a purchased Product.

The Seller is liable for the conformity of the Product with the agreement; in particular, the Seller is obliged to deliver to the Customer a product free from defects and in conformity with the Sales Agreement concluded.

The Seller shall not be liable for a lack of conformity of the Product with the agreement to the extent set out in Art. 43b(2) or (3) of the Consumer Rights Act, if the Customer was expressly informed that a specific feature of the Product deviates from the conformity requirements and, no later than at the time of conclusion of the sales agreement, expressly and separately accepted that feature.

The Seller is liable for a lack of conformity of the Goods with the Sales Agreement existing at the time of delivery of the Goods and disclosed within 2 years of that time.

A complaint may be submitted by the Consumer in any form.

In the event of a lack of conformity of the Goods with the Sales Agreement, the Consumer may demand:

  • repair, or
  • replacement.

The Seller may effect replacement when the Consumer demands repair, or the Seller may effect repair when the Consumer demands replacement, if bringing the Goods into conformity with the agreement in the manner chosen by the Consumer:

  • is impossible, or
  • would entail excessive costs for the Seller.

If both repair and replacement are impossible or would entail excessive costs for the Seller, the Seller may refuse to bring the Goods into conformity with the agreement.

The Seller shall carry out the repair or replacement of the Goods at its own cost within a reasonable time from the moment the Seller was informed by the Consumer of the non-conformity of the goods with the agreement. The Consumer is obliged to make the goods subject to repair or replacement available to the Seller.

The Consumer is also entitled to submit a declaration of a price reduction or withdrawal from the Sales Agreement when:

  • the Seller has refused to bring the Goods into conformity with the agreement;
  • the Seller has failed to bring the Goods into conformity with the agreement;
  • the non-conformity of the Goods with the agreement persists despite the Seller's attempts to bring the Goods into conformity;
  • the non-conformity of the Goods with the agreement is so significant as to justify a price reduction or withdrawal from the agreement without prior demand for repair or replacement;
  • it is clear from the Seller's statement or the circumstances that the Seller will not bring the Goods into conformity with the agreement within a reasonable time or without excessive inconvenience for the Consumer.

In the event of the Consumer submitting a declaration of a price reduction, the amounts due as a result of exercising this right shall be returned to the Customer no later than within 14 days of the Seller's receipt of the Customer's declaration of a price reduction. The refund shall be made using the same payment method as that used by the Consumer when paying for the goods, unless the Consumer expressly consents to a different refund method.

In the event of the Consumer exercising the right of withdrawal from the agreement in the circumstances referred to in Art. 43e(1) of the Consumer Rights Act, the Consumer shall return the Goods to the Seller without delay. All costs associated with returning the Goods in the circumstances referred to in the preceding sentence shall be borne by the Seller. The Seller shall effect the refund of the purchase price within 14 days of receipt of the Goods or proof of their dispatch.

The Consumer is recommended to provide the following information in the description of the complaint:

  • information and circumstances relating to the subject matter of the complaint, in particular the type and date of occurrence of the defect;
  • the requested method of bringing the Product into conformity with the Sales Agreement or a declaration of a price reduction or withdrawal from the Sales Agreement; and
  • the contact details of the person submitting the complaint (name and surname, correspondence address, telephone number, email address) – this will facilitate and expedite the handling of the complaint by the Seller. The requirements set out in the preceding sentence are recommendations only and do not affect the validity of complaints submitted without the recommended description.

A Customer returning a Product under a complaint should pack it appropriately to ensure protection against damage in transit.

The Seller shall not be liable for damage caused exclusively as a result of improper packaging of the Product by the Customer during return shipment, provided such damage did not exist at the time of delivery of the Product to the Customer.

A complaint does not cover damage caused exclusively by factors attributable to the Customer, in particular as a result of using the Product in a manner inconsistent with its intended purpose or care instructions.

The Seller informs that photographs of Products presented in the Store may slightly differ from the actual appearance of the Product due to individual screen settings on the Customer's devices.

In the event of a complaint being upheld, the Seller shall bear the costs associated with bringing the Product into conformity with the agreement, including transport costs, in accordance with Art. 43d of the Consumer Rights Act.

7. Complaint Handling Deadline

The Seller shall respond to the Customer's complaint without undue delay, no later than within 14 days of its receipt. Otherwise, the complaint shall be deemed to have been accepted by the Seller.

8. Dispute Resolution

In the event of a dispute arising, Consumers shall have the option of using both court proceedings and out-of-court dispute resolution methods, in particular by:

  • submitting a request to the competent Regional Inspectorate of Trade Inspection to conduct out-of-court consumer dispute resolution proceedings, in accordance with the Act of 23 September 2016 on out-of-court consumer dispute resolution (contact information available on the UOKiK website: https://uokik.gov.pl/pomoc-dla-konsumentow);
  • referring the matter to the Permanent Consumer Arbitration Court operating at the relevant Regional Inspectorate of Trade Inspection (list of courts and contact details: https://uokik.gov.pl/pomoc-dla-konsumentow);
  • obtaining assistance from the Municipal Consumer Ombudsman in the area of consumer rights protection (https://uokik.gov.pl/rzecznicy-konsumentow).

The former EU ODR platform was discontinued on 20 July 2025. Information about consumer dispute resolution bodies is available at: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.

The use of the above out-of-court dispute resolution methods is voluntary and requires the joint agreement of both parties.

If you are not acting as a Consumer, all disputes with the Seller shall be resolved by the court having territorial jurisdiction over the registered office of Z Kopytem sp. z o. o.

9. Final Provisions

This Policy is in force from [-] and forms an integral part of the Terms and Conditions of the Store.

In matters not regulated by this Policy, the following provisions shall apply:

  • the Consumer Rights Act,
  • the Civil Code,
  • other relevant generally applicable legislation.