Return Policy
Right to Withdraw from the Agreement - Return Rules
A Customer who is a Consumer may withdraw from the Agreement without providing a reason by submitting an appropriate declaration within 14 days. To meet this deadline, it is sufficient to send the declaration before its expiration.
The Customer may draft the declaration independently or use the template provided by the Seller on the Store’s website.
The 14-day period is counted from the day the Goods were delivered or, in the case of a Service Agreement, from the day it was concluded.
Upon receiving the declaration of withdrawal from the Agreement, the Seller will send a confirmation of receipt to the Consumer’s email address.
Exclusions from the Right to Withdraw from the Agreement
The Consumer's right to withdraw from the Agreement is excluded in the following cases:
- Service Agreements for which the Consumer is required to pay a price, if the Seller has fully performed the service with the Consumer’s explicit and prior consent, after informing the Consumer that once the service is completed, they will lose the right to withdraw from the Agreement, and the Consumer has acknowledged this.
- Agreements in which the price or remuneration depends on fluctuations in the financial market beyond the Seller’s control, which may occur before the withdrawal period expires.
- Agreements for Goods that are non-prefabricated, manufactured according to the Consumer’s specifications, or intended to meet their individualized needs.
- Agreements for Goods that are perishable or have a short shelf life.
- Agreements for Goods delivered in sealed packaging that, after opening, cannot be returned due to health protection or hygiene reasons, if the packaging was opened after delivery.
- Agreements for Goods that, after delivery, are inseparably mixed with other items due to their nature.
- Agreements for alcoholic beverages, where the price was agreed upon at the time of the Sale Agreement, but delivery can only occur after 30 days, and their value depends on market fluctuations beyond the Seller’s control.
- Agreements where the Consumer has explicitly requested that the Seller visit them for urgent repair or maintenance; if the Seller provides additional services beyond those requested or delivers Goods other than essential replacement parts, the right of withdrawal applies only to the additional services or Goods.
- Agreements for audio or video recordings or computer software delivered in sealed packaging, if the packaging was opened after delivery.
- Agreements for newspapers, periodicals, or magazines, except for subscription agreements.
- Agreements concluded at a public auction.
- Service Agreements for which the Consumer is required to pay a price, where the Consumer has explicitly requested the Seller to visit them for a repair, and the service has already been fully performed with the Consumer’s prior and explicit consent.
- Agreements for services related to accommodation (other than for residential purposes), transport of goods, car rental, catering, leisure services, entertainment events, sports events, or cultural events, if a specific date or period of service was agreed upon in the contract.
- Agreements for the supply of digital content not delivered on a tangible medium, for which the Consumer is required to pay a price, if the Seller has started the service with the Consumer’s explicit and prior consent, after informing the Consumer that once the service is performed, they will lose the right to withdraw from the Agreement, and the Consumer has acknowledged this. The Seller must also provide confirmation as required by law.
Other exceptions to the right of withdrawal are specified in Article 38, Section 2 of the Consumer Rights Act.
Procedure for Withdrawal from a Distance Agreement
If the Consumer withdraws from an Agreement concluded at a distance, the Agreement is considered null and void. Both parties must return what they provided in an unchanged state unless changes were necessary to determine the characteristics, features, and functionality of the Goods. The return must be made promptly, no later than 14 days from withdrawal. The purchased Goods should be returned to the Seller's address.
The Seller will refund all payments made by the Consumer, including delivery costs, without undue delay and no later than 14 days from receiving the Consumer's withdrawal declaration. The refund will be issued using the same payment method the Consumer used unless the Consumer agrees to another method that does not incur additional costs. The Seller may withhold the refund until the returned Goods are received or until the Consumer provides proof of their return, whichever occurs first, unless the Seller has offered to collect the Goods.
If the Consumer chose a delivery method that was more expensive than the cheapest standard delivery offered by the Seller, the Seller is not obligated to refund the additional costs.
The Consumer is only responsible for the direct cost of returning the Goods unless the Seller has agreed to bear this cost.
Product Complaints
The Seller is obligated to deliver Goods that comply with the Agreement.
The Seller is liable for non-compliance of the Goods with the Agreement under the Consumer Rights Act, both for Consumers and for individuals entering into an Agreement directly related to their business activity, provided that the Agreement does not have a professional nature based on the subject of their business activity as recorded in the Central Register and Information on Business Activity. Warranty claims for businesses are excluded.
Complaints regarding violations of legally guaranteed rights or those based on these Terms and Conditions should be directed to:
Returns Handling Warehouse
ul. Wojska Polskiego 21C, 78-122 Charzyno, Poland
Email: biuro@nature.pro
Phone: +48 530 331 311
To process a complaint, the Customer should return or deliver the defective Goods, if possible, along with proof of purchase, to the address indicated above.
The Seller will review each complaint within 14 days from the date of receipt.
If the complaint is incomplete, the Seller will ask the Customer to supplement it within seven days from the date of receiving the request.
Complaints Regarding Electronic Services
The Customer may file complaints regarding the functioning of the Store and the provided Services. Complaints can be submitted in writing to the address:
Returns Handling Warehouse
ul. Wojska Polskiego 21C, 78-122 Charzyno, Poland
Email: biuro@nature.pro
Phone: +48 530 331 311
In the complaint, the Customer should provide their name, correspondence address, and a description of the issue.
The Seller will respond to each complaint within 14 days of receipt. If the complaint is incomplete, the Seller will ask the Customer to supplement it within seven days from receiving the request.