Returns and Complaints Policy for Easy Online

CONSUMER'S RIGHT OF WITHDRAWAL:

1. A Consumer who has concluded a distance Sales Agreement has the statutory right to withdraw from it without giving any reason within 14 days, subject to the exceptions provided for by applicable consumer law.
2. The 14-day period begins on the day on which the Consumer or a third party indicated by the Consumer, other than the carrier, takes possession of the Goods. If the Order includes several Goods delivered separately, in batches or in parts, the period begins when the last Goods, batch or part is received. In the case of regular delivery of Goods for a specified period, the period begins when the first Goods are received.
3. To exercise the right of withdrawal, the Consumer must inform the Seller of the decision by means of an unequivocal statement. The statement may be sent:
   • by post to: WODARO sp. z o.o., ul. Głubczycka 57, 48-130 Kietrz, Poland,
   • by email to: [email protected].
   After receiving a statement submitted by email, the Seller will promptly send confirmation of its receipt on a durable medium, for example by email.
4. The Consumer may use the model withdrawal form included as Annex 1 to these Terms and Conditions, but this is not mandatory. To meet the withdrawal deadline, it is sufficient to send an unequivocal statement before the expiry of the 14-day period.
5. In the event of effective withdrawal from the Sales Agreement, the Seller will refund all payments received in respect of the returned Goods, including the applicable delivery costs. Reimbursement of delivery costs is limited to the cost of the least expensive standard delivery method offered by the Seller. If the Consumer selected a more expensive delivery method, the Seller is not required to reimburse the additional cost.
6. The refund will be made promptly and no later than 14 days after the Seller receives the withdrawal statement. The Seller will use the same payment method used by the Consumer, unless the Consumer expressly agrees to another method that does not involve any additional cost. The Seller may withhold the refund until the returned Goods are received or until the Consumer provides proof of dispatch, whichever occurs first.
7. If the Consumer withdraws only in respect of some of the Goods, the original delivery cost will be refunded only to the extent that it would have been lower if the Order had originally included only the Goods retained by the Consumer. If the partial return does not affect the delivery cost, that cost will not be refunded. The Seller will not retrospectively charge for delivery that was free of charge under the conditions applicable when the Order was placed.
8. The Consumer must return the Goods to: WODARO sp. z o.o., ul. Głubczycka 57, 48-130 Kietrz, Poland, promptly and no later than 14 days after submitting the withdrawal statement. The deadline is met if the Goods are dispatched before it expires. The Consumer bears the direct cost of returning the Goods unless the Seller has agreed to bear that cost or failed to inform the Consumer of this obligation. The Goods should be adequately protected for transport.
9. The Consumer is liable only for any diminished value of the Goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
10. The right of withdrawal does not apply in particular to agreements:
    1. for paid services fully performed with the Consumer's prior express consent and acknowledgement that the right of withdrawal would be lost after full performance;
    2. where the price depends on financial-market fluctuations outside the Seller's control;
    3. for non-prefabricated or personalised Goods made according to the Consumer's specifications;
    4. for Goods liable to deteriorate or expire rapidly;
    5. for sealed Goods that cannot be returned for health-protection or hygiene reasons after the seal has been broken;
    6. for Goods that, due to their nature, become inseparably combined with other items after delivery;
    7. for alcoholic beverages whose price was agreed when the Sales Agreement was concluded, where delivery can take place only after 30 days and their value depends on market fluctuations outside the Seller's control;
    8. where the Consumer expressly requested an urgent repair or maintenance visit, except for additional services or Goods not necessary for that repair or maintenance;
    9. for sealed audio or video recordings or computer software where the seal was broken after delivery;
    10. for newspapers, periodicals or magazines, except subscription agreements;
    11. concluded at a public auction;
    12. for accommodation other than residential accommodation, transport of Goods, car rental, catering, leisure or entertainment, sporting or cultural services where a specific date or period has been agreed;
    13. for paid digital content not supplied on a tangible medium where performance began with the Consumer's prior express consent and acknowledgement of the loss of the right of withdrawal;
    14. for paid repair services requested by the Consumer and fully performed with the Consumer's prior express consent.

These provisions also apply to a natural person concluding an agreement directly related to their business activity where the agreement is not of a professional nature for that person. Nothing in these provisions limits mandatory consumer rights arising under the law applicable in the Consumer's country of residence.

COMPLAINTS:

1. The Seller is liable to the Consumer for any lack of conformity of the Goods with the Sales Agreement under applicable consumer law, including the Polish Act of 30 May 2014 on Consumer Rights where applicable. The Seller is liable for a lack of conformity existing at the time of delivery and revealed within two years, unless a longer period of durability has been specified.
2. In relation to business customers who are not entitled to consumer protection, the Seller excludes liability under the statutory warranty to the extent permitted by law.
3. A complaint may be submitted:
   • by email to: [email protected],
   • by post to: WODARO sp. z o.o., ul. Głubczycka 57, 48-130 Kietrz, Poland.
4. To facilitate handling of the complaint, the Customer should, where possible, provide their name, contact details, Order number, name of the Goods, a description of the non-conformity and the requested remedy. Photographs or other supporting materials may also be included. The absence of a receipt or invoice does not prevent a complaint if the purchase can be demonstrated by other means.
5. If the Goods are not in conformity with the Sales Agreement, the Consumer may request repair or replacement. The Seller may replace the Goods instead of repairing them, or repair them instead of replacing them, if the remedy selected by the Consumer is impossible or would impose disproportionate costs.
6. The Consumer may request a price reduction or withdraw from the Sales Agreement in the circumstances provided by applicable law, particularly if the Seller refuses or fails to restore conformity, the lack of conformity continues, or it is sufficiently serious. Withdrawal is not available where the lack of conformity is minor.
7. Repair or replacement will be carried out within a reasonable time and without significant inconvenience to the Consumer. The Seller bears the necessary costs, including transport, postage, labour and materials. The method of collection or delivery of the Goods will be agreed after the complaint is received.
8. The Seller will respond to the Consumer's complaint within 14 days of receiving it. The response will be provided on paper or another durable medium, in particular by email. Where Polish consumer law applies, failure to respond within this period means that the complaint is deemed accepted.
9. Rights under a commercial guarantee, if granted, are independent of the Seller's liability for lack of conformity. Using a guarantee does not limit the Consumer's statutory rights against the Seller.
10. After completing the complaint procedure, the Consumer may use an alternative consumer dispute resolution procedure. The Seller agrees to participate in proceedings conducted by the competent authorised body.
11. The competent Polish body for the Seller is the Provincial Inspectorate of Trade Inspection in Opole, ul. Ozimska 19, 45-057 Opole, Poland. Further information is available at: www.gov.pl/web/wiih-opole/dla-konsumenta. Information about alternative dispute resolution is also available at: polubowne.uokik.gov.pl.