If our product does not meet your expectations, you can contact us. We will determine the cause and would love to hear your suggestions! We strive to change for the better for you – our Customers.

Information for consumers on the right of withdrawal from a distance contract

As a consumer, you have the right to withdraw from a contract concluded in an Online Store within 14 days without giving any reason. The deadline for contract withdrawal expires 14 days from the date on which you came into possession of the given item or a third party, other than the carrier, indicated by you came into possession of the item. To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by way of an unequivocal statement (for example, a letter sent by post or e-mail). You can send the statement, for example, in the following way:

  • in writing to the address: KOI GRZEGORZ KOZŁOWSKI, ul. Piękna 19/-1, 00-549 Warszawa;

  • in electronic form via email to: info@koicosmetics.pl;

A model form of withdrawal from the contract is included in Annex 2 to the Act on Consumer Rights and it is also available on the Online Store website in the “Withdrawal from the contract” tab. You can use the withdrawal form, although it is not mandatory.

To keep the validity of the period for the withdrawal from the contract, it suffices for you to send information on the exercise of the right to withdraw from the contract before the lapse of the withdrawal date.

If you withdraw from this contract, we shall reimburse you for all payments received from you, including the costs of delivery of goods (excluding additional costs resulting from your choice of delivery method other than the cheapest regular delivery method offered by us), immediately and in any event no later than 14 days from the day on which we are informed about your decision to exercise the right to withdraw from this contract. The payments are reimbursed using the same payment method as you have used in the original transaction unless you explicitly agreed to other solutions; in any case, you will not bear any fees associated with the reimbursement. We are entitled to withhold the reimbursement of payment until the moment of receiving the item back or delivering the proof of sending it back, depending on which event occurs first.

If you have received the item, please send it back or hand it over to us at the following address: ul. Piękna 19/-1, 00-549 Warszawa, immediately and, in any case, no later than 14 days from the day on which you notify us about your withdrawal from the contract. The deadline is met if you send back the item before the time limit of 14 days. You will have to bear the direct costs of returning the items. You are only responsible for any potential reduction in the value of the item resulting from using it in a manner other than that necessary to determine its nature, characteristics and functioning.

If the product you have received is defective or tampered with, please contact us and we will do our best to resolve the situation.


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

–  Addressee:

KOI GRZEGORZ KOZŁOWSKI
ul. Piękna 19/-1, 00-549 Warszawa
koicosmetics.pl
info@koicosmetics.pl

–  – I/We(*) hereby inform you of my/our(*) withdrawal from the contract of sale concerning the following items(*)/the contract of delivery of the following items(*)/the contract of work consisting in the performance of the following works(*)/the contract for the provision of the following service(*)

–  Date of contract conclusion(*)/receipt(*)

–  Name(s) of the customer(s)

– Address of the customer(s)

– Signature of the customer(s) (only if submitting in paper form)

–  Date

(*) Delete as appropriate.


Complaint procedure:

Complaints related to the provision of Electronic Services by the Service Provider and other complaints related to the operation of the Online Store (with the exception of complaint procedure concerning the Product which is indicated in point 6 and 7 of the Regulations) can be submitted by the Service Provider, for example, in the following way:

in electronic form via email to: info@koicosmetics.pl;

It is recommended for the Customer to provide the following information in the complaint description: (1) information and circumstances concerning the subject of the complaint, in particular the type and date of irregularity; (2) the Service User’s request; and (3) the contact details of the complaining party – this will facilitate and expedite the processing of the complaint by the Service Provider. The requirements specified in the previous sentence constitute merely a recommendation and do not affect the effectiveness of the complaints filed without regard to these recommendations.

The Seller shall immediately respond to the claim filed by the Customer, no later than within 14 calendar days from the date of its submission.

PRODUCT COMPLAINT

1.1 The basis and extent of liability of the Seller towards the Customer in the case of a physical or legal defect (warranty) of the Product are specified in the generally applicable provisions of law, in particular the Civil Code, (in particular in Art. 556-576 of the Civil Code). For Sales Agreements concluded until 24 December 2014, the basis and scope of the Seller’s liability to a Customer who is a natural person and who purchases a Product for a purpose unrelated to professional or business activity for non-compliance of the Product with the Sales Agreement are defined by generally applicable laws, in particular the Act of 27 July 2002 on specific terms of consumer sale and on the amendment to the Civil Code (Dz.U. /Journal of Laws/ of 2002 No. 141, item 1176, as amended).

1.2 The Seller is obliged to deliver the Product to the Customer without any defects. The detailed information concerning the liability of the Seller due to a defect of the Product and the rights of the Customer are set out on the Online Store website in the “Product complaints” tab.

1.3. The Customer may file a complaint i.a. in the following ways:

in electronic form via e-mail to: info@koicometics.pl

1.4. It is recommended that the Customer provides the following in the description of the complaint: (1) information and conditions concerning the subject of the complaint, in particular the type of the defect and date of its occurrence; (2) request for restoring the compliance with the Sales Agreement or statement of price reduction or of withdrawal from the Sales Agreement; (3) as well as contact information of the complaining party – this will facilitate and expedite the consideration of the complaint by the Seller. The requirements specified in the previous sentence constitute merely a recommendation and do not affect the effectiveness of the complaints filed without regard to these recommendations.

1.5. The Seller shall immediately respond to the claim filed by the Customer, no later than within 14 calendar days from the date of its submission. If the Customer who is a consumer requested replacement of goods or rectification of the defect, or submitted a statement of the price reduction determining the amount of such reduction, and the Seller did not respond to this request within 14 calendar days, it is assumed that the request was considered justified.

1.6. Customers who exercise their warranty rights shall be obliged to deliver the defective Product to the following address: ul. Piękna 19/-1, 00-549 Warszawa. In the case of Customers who are consumers, the cost of delivery of the Product shall be borne by the Seller, while in the case of Customers who are not consumers, the cost of delivery shall be borne by the Customer. If, due to the nature of the Product or the manner of its installation, the delivery of the Product by the Customer would be too difficult, the Customer shall be obliged to make the Product available to the Seller at the place where the Product is located.

2. OUT-OF-COURT COMPLAINT AND REDRESS PROCEDURES AND THE RULES OF ACCESS TO SUCH PROCEDURES

2.1. Detailed information on the possibility for a Customer who is a consumer to use out-of-court procedures for handling complaints and pursuing claims, as well as the rules of access to those procedures, are available on the website of the Office of Competition and Consumer Protection at https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.

2.2. There is also a contact point of the President of the Office for Competition and Consumer Protection (telephone: 22 55 60 333, email: kontakt.adr@uokik.gov.pl or mailing address: Pl. Powstańców Warszawy 1, Warszawa), the tasks of which include providing assistance to consumers in matters concerning out-of-court resolution of consumer disputes.

2.3. Here are some examples of possibilities for the consumer to seek out-of-court complaint and redress procedures: (1) a request for dispute resolution to the permanent consumer arbitration court (more information available at http://www.spsk.wiih.org.pl/); (2) a request for out-of-court dispute resolution to the Voivodeship Inspectorate of Trade Inspection (more information available on the website of the Inspectorate competent for the place of business of the Seller); and (3) assistance of district (municipal) consumer ombudsmen or a social organisation statutory responsibilities whereof include consumer protection (i.a. Consumer Federation, Association of Polish Consumers). For advice, you can contact porady@dlakonsumentow.pl and consumer hotline number 801 440 220 (hotline is open on weekdays from 8:00 a.m. – 6:00 p.m., connection fee at the operator’s rates).

2.4. A platform for online dispute resolution between consumers and traders at the EU level (ODR platform) is available at http://ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website with a one-stop-shop for consumers and businesses seeking extrajudicial resolution of disputes concerning contractual obligations arising from online sales contracts or agreements for the provision of services (for more information, go to the platform itself or visit the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).