Delivery claim

If your product has been damaged during transport or does not match your order, please inform us within 48 hours of receiving the parcel.

In your e-mail, please send a photo of the shipping label and photos of the damaged parcel or product.

Withdrawal from purchase

Under Article 27 of the Polish Consumer Rights Act of 30 May 2014, a consumer who concluded a distance contract may withdraw from it in writing without giving a reason. Withdrawal is possible within 14 days from the date the goods are received. The withdrawal statement should be sent by post or electronically to: info@onshop.pl.

The 14-day period is counted from the date the goods are received, understood as taking possession of the goods by the consumer or by a third party indicated by the consumer other than the carrier. The goods should be returned without undue delay after submitting the withdrawal statement, in unchanged condition. The goods must be returned in the original, undamaged packaging with all delivered elements and the receipt. If the receipt is missing, the return may not be possible.

The cost of return shipment is borne by the sender. We do not accept cash-on-delivery parcels.

The right to withdraw from a distance or off-premises contract does not apply to consumers in relation to contracts:

• where the subject of the service is a non-prefabricated item, manufactured according to the consumer’s specification or intended to meet the consumer’s individual needs;
• where the subject of the service is audio or visual recordings or computer software delivered in sealed packaging, if the packaging has been opened after delivery;
• concluded by public auction;
• for the supply of digital content not supplied on a tangible medium, if the performance began with the consumer’s express consent before the withdrawal period expired and after the consumer was informed about losing the right of withdrawal.

Products for which withdrawal from purchase is limited or impossible:

• Underwear, vests and shirts — for hygiene reasons these products cannot be returned;
• Sets and bundles — partial return of individual products included in a set is not possible. The entire set must be returned;
• Gifts and free items — withdrawal from the purchase of products received as a gift or free item is not possible.

Complaint

The Buyer may submit complaints concerning a purchased product by e-mail to info@onshop.pl or in writing. A properly submitted complaint should include at least: the Buyer’s first name and surname, address, e-mail address, date of conclusion of the agreement forming the basis of the complaint, the subject of the complaint, the Buyer’s request, all circumstances justifying the complaint and the receipt. If the information provided in the complaint needs to be supplemented, the Seller will request the person submitting the complaint to complete it before the complaint is reviewed.

The Seller reviews the complaint within 14 days from the date of receiving it in the correct form. The response to the complaint is sent to the e-mail address provided by the Buyer or to the postal address.

Statutory warranty

1. The Seller is obliged to deliver goods free from defects and, in relation to Consumers, is liable for defects under the rules set out in Article 556 et seq. of the Polish Civil Code.

If the Customer is not a Consumer:

• liability under the statutory warranty for physical defects of goods is excluded under Article 558 et seq. of the Polish Civil Code;
• the Seller’s liability covers only actual damage;
• the Seller’s liability is limited to the value of the order;
• the Seller is not liable for acts or omissions of third parties, including postal operators, internet service providers, etc.

2. To use the statutory warranty rights, the Buyer should inform the Seller by e-mail at info@onshop.pl, by phone or by post.

3. The shipping costs to the Seller resulting from a complaint are borne by the Buyer.

4. Complaints under the statutory warranty are reviewed within 14 days from the date the Seller receives them.

5. Goods with a disclosed defect may be replaced with new full-value goods or repaired. Depending on the Buyer’s request and applicable rules, the Buyer may also withdraw from the agreement or request a price reduction.

Return and complaint address

Return shipments and complaint shipments are accepted together with proof of purchase and a withdrawal statement or complaint letter at the following address:

Agnieszka Daniel

Wiarusa 38/3

32-087 Zielonki