Returns without the small print

A consumer who bought a product online may withdraw from the contract without giving a reason within 14 days of taking possession of the goods. Where a single order arrives in several parts, the period runs from receipt of the last part.

An unambiguous statement sent before the deadline is enough — by e-mail to sklep@meble4kids.pl or by post to Kids and Teens Sp. z o.o., ul. Usługowa 6, 45-127 Opole, Poland. The statutory form may help, but it is not compulsory.

Buying in the showroom versus buying online. The statutory right to withdraw without giving a reason applies to contracts concluded at a distance or off-premises. Returning a product bought in the showroom is a matter of individual agreement with the shop.

1. Send the statement, quoting the order number and details that let us find it.
2. For a large item of furniture, contact us before sending it. We will confirm the address, a safe means of transport and the cost of collection.
3. Include the complete set of parts and accessories. The original packaging helps in transport, but it is not a condition of a valid return.
4. Send the goods back no later than 14 days after submitting the statement, and keep the proof of posting.

The direct cost of returning the product on withdrawal is borne by the customer, unless the shop expressly agrees to cover it. Do not send a large item of furniture as an ordinary parcel — contact us for a quote for safe collection.

We refund the price of the product and the cost of the cheapest ordinary delivery method offered at the time of purchase, as a rule using the same payment method. The refund is made no later than 14 days after we receive the statement. We may withhold it until we receive the product or proof that it has been sent back.

The seller is liable to a consumer for a lack of conformity of the goods with the contract that comes to light within two years of the product being handed over. You may first demand repair or replacement; in the cases set out in law, also a price reduction or withdrawal from the contract.

• Give the order number, the name of the item, a description of the problem and the outcome you expect. Photographs speed up identifying the part.
• We do not require a till receipt — any credible proof of purchase is enough.
• In a justified complaint, the costs of repair, replacement and transport are borne by the seller.
• We reply to a consumer complaint within 14 days.

A label saying "made to order", or a longer delivery time on its own, does not remove the right to withdraw. An exception may apply to goods that are not prefabricated, made to the customer's specification, or clearly tailored to that customer's individual needs.

A guarantee applies only where one has been given, on the terms set out in the guarantee document. It does not limit the seller's statutory liability for a lack of conformity of the goods with the contract.