Returns & complaints

Below we present the rules regarding withdrawal from the contract and filing complaints in the Trichovita.pl online store. These provisions apply to Consumers and Entrepreneurs with consumer rights (natural persons entering into a contract directly related to their business activity, where the content of the contract indicates that it does not have a professional character for them).

I. Right of Withdrawal from the Contract (Returns)

1. Withdrawal period – 30 days

To ensure your satisfaction, we extend the statutory withdrawal period. You have the right to withdraw from a distance contract without giving any reason within 30 days.

This period shall be counted from the day on which you, or a third party other than the carrier indicated by you, took physical possession of the Product.

2. How to exercise the right of withdrawal?

To exercise the right of withdrawal, you must inform us of your decision by means of an unambiguous statement. The statement may be submitted:

• By email to: kontakt@trichovita.pl
• By post to: Os. Stefana Batorego 79/U4, 60-687 Poznań

You may use the statutory model withdrawal form (available at the bottom of this page), however this is not mandatory. To meet the deadline, it is sufficient to send the statement before the period expires.

3. Product Return Procedure and Return Shipping Costs

After submitting the withdrawal statement, please return the Product without undue delay, no later than within 14 days from the day on which you withdrew from the contract.

Product returns are always at the Consumer's cost. We currently do not provide free return shipping. You have two ways to return the Product:

A) Paid InPost Quick Return in the Customer Account

The Customer Account offers an InPost shipment sent with a 10-digit code, without printing a label or booking a courier:

1. Sign in or create a free Customer Account at www.trichovita.pl/en/account . Once you confirm your email address, you will also see earlier Orders placed without an account.
2. Select the products and parcel size. You will see the Quick Return price before payment.
3. Pay for the shipment via Przelewy24 (BLIK / card / fast online transfer).
4. You will receive a 10-digit code on screen and by email. Pack the Product, enter the code on the screen of any InPost parcel locker and place the package inside. No label is required.

B) Self-shipping

Independently of the Customer Account, you may send the Product back yourself using any carrier of your choice and paying that carrier directly.

Important, return costs:

• In both options (A and B) the return shipping cost is borne entirely by the Consumer.
• The Seller does not reimburse return shipping costs, regardless of their amount, the chosen carrier or the service type (in accordance with Article 34(2) of the Polish Consumer Rights Act).
• We do not accept return shipments sent cash on delivery, any such shipment will be returned to the sender.

For self-shipping, send the Product to: Murawa 37B/L6, 61-655 Poznań.

4. Refund of Payments

In the event of withdrawal from the contract, we shall reimburse all payments received from you, including the costs of delivery of the goods to you (except for the additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by the Store).

We shall make the reimbursement without undue delay, and in any event no later than within 14 days from the day on which we are informed of your decision to exercise the right of withdrawal.

We may withhold the reimbursement until we have received the Product back or until you have supplied evidence of having sent the Product back, whichever event occurs first.

We shall carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

5. Liability and Exclusions from the Right of Withdrawal

The Consumer shall be liable for any diminished value of the goods resulting from the handling of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Important for trichological and cosmetic products: Pursuant to Art. 38(5) of the Consumer Rights Act, the right of withdrawal from a distance contract shall not apply to the Consumer in respect of contracts where the subject of the service is goods delivered in sealed packaging which, after opening the packaging, cannot be returned due to health protection or hygienic reasons, if the packaging has been opened after delivery. This means that products (e.g. cosmetics, supplements) whose factory seals (security seals, protective films) have been tampered with after delivery are not eligible for return.

II. Complaints (Non-conformity of Goods with the Contract)

The Seller is obliged to deliver a Product that is in conformity with the contract. The Seller shall be liable to the Consumer for any lack of conformity of the Product with the contract in accordance with the provisions of the Consumer Rights Act.

1. Basis and Scope of Liability

The Seller shall be liable for any lack of conformity of the Product with the contract existing at the time of its delivery and revealed within two years from that time, unless the shelf life of the Product is longer.

2. Filing a Complaint

If the purchased Product is not in conformity with the contract, you may file a complaint:

• By email to: kontakt@trichovita.pl
• By post to: Os. Stefana Batorego 79/U4, 60-687 Poznań

In the complaint, it is recommended to provide: contact details, order number, a detailed description of the non-conformity with the contract, and the Customer's request. Where possible, please attach photographic documentation of the defect.

3. Consumer Rights

If the Product is not in conformity with the contract, the Consumer may request:

• In the first instance: Repair or Replacement of the Product.

The Seller shall carry out the repair or replacement within a reasonable time. The costs of repair or replacement, including shipping costs, shall be borne by the Seller.

The Consumer may submit a declaration of Price Reduction or Withdrawal from the Contract (only where the non-conformity with the contract is significant), if, among other things:

• The Seller has refused to repair or replace the Product or has failed to bring the Product into conformity with the contract within a reasonable time.
• The lack of conformity with the contract persists despite the Seller's attempts to bring the Product into conformity with the contract.
• The lack of conformity of the Product with the contract is so significant as to justify an immediate price reduction or withdrawal from the contract.

4. Handling of Complaints and Costs

The Seller commits to respond to complaints within 7 business days from the date of receipt (shorter than required by law). The statutory maximum deadline is 14 calendar days. If the Seller fails to respond within 14 days, the complaint shall be deemed accepted.

In the case of a complaint, the Consumer shall make the Product available to the Seller for repair or replacement. The Seller shall collect the Product from the Consumer at the Seller's expense. Please contact us to arrange a convenient method of shipping the complained Product (e.g. via Furgonetka.pl).

III. Final Provisions

For Customers who are neither Consumers nor Entrepreneurs with consumer rights (B2B transactions of a professional nature), the provisions of the Civil Code regarding warranty shall apply (although this liability may be modified or excluded in the store's terms and conditions), and the right of withdrawal from the contract shall not apply.

IV. Out-of-Court Consumer Dispute Resolution

Trichovita Sp. z o.o. agrees to out-of-court resolution of consumer disputes within the meaning of the Polish Act of 23 September 2016 on Out-of-Court Resolution of Consumer Disputes. If we cannot reach an agreement through the standard complaint procedure, you have several free out-of-court options:

1. Voivodeship Trade Inspectorate in Poznań (mediation)

The competent authority for disputes with Trichovita is the Greater Poland Voivodeship Trade Inspectorate in Poznań:

• al. Marcinkowskiego 3, 60-967 Poznań, Poland
• Website: www.poznan.wiih.gov.pl
• Mediation proceedings, free of charge for the Consumer, voluntary, usually conducted electronically.

2. EU ODR platform (Online Dispute Resolution)

The EU ODR platform is available at https://ec.europa.eu/consumers/odr/, an access point for Consumers wishing to resolve out-of-court disputes related to distance contracts. Trichovita's e-mail address for the ODR platform: kontakt@trichovita.pl.

2. District (Municipal) Consumer Ombudsmen

In every Polish district there is a Consumer Ombudsman who provides free legal advice to Consumers and may approach traders on behalf of a Consumer. List of ombudsmen: uokik.gov.pl/pomoc.php.

3. Permanent Consumer Arbitration Court at the WIIH

The Consumer may also refer the case to the Permanent Consumer Arbitration Court operating at the Greater Poland Voivodeship Trade Inspectorate. Proceedings are free of charge and the verdict has the force of a common court judgment.

Detailed information on out-of-court dispute resolution methods is available on the website of the Office of Competition and Consumer Protection (UOKiK), uokik.gov.pl.

Model Withdrawal Form

For your convenience we prepared a ready-to-use PDF, just download, fill in and send back.

📄 Download withdrawal form (PDF)

You may also copy the text below into any editor and send it by e-mail or post:

(this form should be completed and returned only if you wish to withdraw from the contract)

Addressee: Trichovita sp. z o.o. | Os. Stefana Batorego 79/U4, 60-687 Poznań | kontakt@trichovita.pl

Sender: I/We(*) hereby inform/inform(*) you of my/our withdrawal from the contract of sale of the following goods(*) / contract for the delivery of the following goods(*)

Date of conclusion of the contract(*)/receipt(*): _____________________________________________

Order number (optional): _____________________________________________

Name of the consumer(s): _____________________________________________

Address of the consumer(s): ________________________________________________________

Signature of the consumer(s) (only if this form is sent in paper form):

Date: __________________

(*) Delete as appropriate.