Returns and complaints

Complaints about product defects

The appropriately secured parcel should be sent to the following address, together with the completed complaint form:

Vitabiotics, E-Commerce Solutions Sp. z o. o
Panattoni Center, ul. Logistyczna 6,
05-250 Dark, Dock 31-27
(note: Complaint)

Products purchased in the online store https://vitabiotics.pl are covered by a two-year warranty.

The conditions for accepting complaints and the rights and obligations of the Customer are described in the regulations.

⇒  Complaint form - download form

 

Excerpt from the regulations :

V. Complaints about product defects

  1. The seller complies with the obligation to deliver products without defects. In addition, the products are delivered as new, original and in original sealed packaging.
  2. If the product is defective, the legal basis for considering the complaint is the provisions of the Act of 23 April 1964, the Civil Code (consolidated text, Journal of Laws 2014, item 121, as amended), including, among others, Articles 556 – 576
  3. The Buyer has the right to file a complaint under the warranty if the consumer product is defective. There are two types of defects: physical and legal. A physical defect is the non-conformity of the product with the contract. It occurs in particular when the item (i) does not have the properties that a product of this type should have, (ii) does not have the properties that the consumer was assured of by the Seller or advertising, (iii) is not suitable for the purpose of which the Buyer informed the Seller, (iv) was issued to the buyer in an incomplete state. In turn, a legal defect may consist in the fact that the goods purchased by the Buyer (i) are the property of a third party, (ii) are encumbered with the right of a third party or (iii) are characterized by restrictions in their use or disposal as a result of a decision or ruling of a competent authority.
  4. In the event of a defect, the consumer may submit a warranty claim to the Seller and request one of four actions:
    1. exchange the goods for new ones;
    2. repairs to goods;
    3. price reduction;
    4. withdrawal from the contract – if the defect is significant
  5. The choice of the request depends on the Buyer. The Seller may propose a different solution under certain conditions, but this may be done taking into account the following circumstances:
    1. ease and speed of replacing or repairing goods;
    2. the nature of the defect – significant or insignificant;
    3. whether the goods were previously
  6. If the Buyer requests the exchange or repair of the item, the Seller may refuse to comply with this request provided that the option indicated by the Buyer:
    1. would be impossible for the Seller to implement or
    2. would require excessive costs compared to the second possible request.
  7. The Seller may propose another solution. Regardless of the above, in this situation the Buyer may change his choice and demand that the goods be brought into compliance with the contract in another way, i.e. by reducing the price or withdrawing from the contract.
  8. The Seller shall replace the goods or remove the defect within a reasonable time, which shall not exceed 14 calendar days. If the Seller fails to meet this deadline, the Buyer may set a time limit for the Seller to fulfill the request. In the event of further inaction by the Seller and the expiry of the specified period, the Buyer shall be entitled to withdraw from the contract or demand a price reduction.
  9. The Seller is liable to the Buyer for the goods sold if the defect is discovered within 2 years of the date of issue. For one year of the Seller's liability, there is a presumption that the discovered defect or its cause already existed at the time of sale. In such a situation, the Seller must prove that the defect was caused by the Buyer. In the event of noticing the defect at a later date, i.e. between the twelfth and twenty-fourth month of the date of issue of the goods, the Buyer must prove that the defect in the goods existed at the time of purchase.
  10. The complaint can be filed in any form. For evidential purposes, it is safest to do it in writing. You should describe the defect you have noticed and specify your demands provided for under the warranty. The Buyer can send the complaint letter by registered mail to the following address: Vitabiotics, E-Commerce Solutions Sp. z o. o. Centrum Panattoni, ul. Logistyczna 6, 05-250 Ciemne, Dok 31-27 (note: Complaint) or to the e-mail address pomoc@vitabiotics.pl
  11. If the request submitted by the consumer in the complaint concerns:
    1. repair of goods,
    2. exchange the goods for new ones,
    3. reduction of the price of the goods, the Seller is obliged to consider the complaint within 14 calendar days from the date of its submission. In the event of failure to meet this deadline, the complaint is deemed to be justified.

 

 

 

 

Withdrawal from the contract

 

You have the right to return the purchased goods within 14 days of receiving the shipment (without giving any reason).

In the event of exercising this right, the Buyer is obliged to submit a written declaration of withdrawal from the contract and send the delivered product to the store's address.

⇒ Withdrawal form - download form

The properly secured parcel should be sent to the following address:

Vitabiotics, E-Commerce Solutions Sp. z o. o
Panattoni Center, ul. Logistyczna 6,
05-250 Dark, Dock 31-27
(note: Withdrawal from the contract / Return)

 

Excerpt from the regulations :

IV. Withdrawal from the contract

  1. In accordance with art. 27 of the Act of 30 May 2014 on consumer rights (Journal of Laws of 2017, item 683), the Buyer who has concluded a distance contract may withdraw from it within 14 days without giving any reason and without incurring any costs, except for the costs described in point IV paragraph 4 of the Regulations.
  2. The deadline for withdrawal from the contract begins on the day the Buyer or a third party indicated by him other than the carrier takes possession of the product.
  3. The direct cost of returning the product as a result of withdrawal from the contract is borne by the Buyer. In addition, if the Buyer has chosen a method of delivery of the product other than the cheapest standard method of delivery offered by the Seller, the Seller is not obliged to reimburse the Buyer for the additional costs incurred by him. The Buyer is liable for the reduction in the value of the product resulting from its use in a way that goes beyond what is necessary to determine the nature, characteristics and functioning of the product.
  4. In order to exercise the right to withdraw from the contract, the Buyer should inform the Seller of their decision to withdraw from the contract by means of an unequivocal statement of withdrawal from the contract. The Buyer may use the model withdrawal form. The model is below the content of the regulations. Using the provided model is not obligatory.
  5. If the Buyer made the payment in cash, it is suggested that in the declaration of withdrawal from the contract, he or she provide the bank account number to which the funds will be returned.
  6. Withdrawal from the contract may apply to all products covered by a given order or part of them.
  7. In order to meet the deadline for withdrawal from the contract, it is sufficient to send the declaration before the deadline for withdrawal from the contract expires.
  8. The Seller provides the possibility of submitting a declaration of withdrawal from the contract electronically by sending a scan of the declaration to the e-mail address: pomoc@vitabiotics.pl. The Seller immediately sends the Buyer a confirmation of receipt of the declaration of withdrawal from the contract.
  9. The declaration of withdrawal from the contract may also be sent by traditional mail to the following address: Vitabiotics, E-Commerce Solutions Sp. z o. o. Panattoni Center, ul. Logistyczna 6, 05-250 Ciemne, Dok 31-27 (note: Withdrawal from the contract / Return)
  10. In the event of withdrawal from the contract in the manner described above, the contract shall be deemed not to have been concluded.
  11. The Seller shall promptly, no later than within 14 days from the date of receipt of the Buyer's declaration of withdrawal from the contract and the goods, return to the Buyer all payments made by him, including the costs of delivering the goods. The Seller may withhold the return of payments received from the Buyer until the goods are received back or the consumer provides proof of sending them back, depending on which event occurs first.
  12. The Buyer is obliged to return the product to the Seller at the following address: Vitabiotics, E-Commerce Solutions Sp. z o. o. Panattoni Center, ul. Logistyczna 6, 05-250 Ciemne, Dok 31-27 (note: Withdrawal from the contract / Return) immediately, but no later than 14 days from the date on which he withdrew from the contract. To meet the deadline, it is sufficient to send the goods back before it expires.
  13. The Seller shall refund the payment using the same method of payment that the Buyer used. If the Buyer paid for the product upon receipt, they should agree to the refund in the event of withdrawal from the contract to the bank account provided in the declaration of withdrawal from the contract.