Refund policy

Last updated: 21 December 2025

I. Right of withdrawal from the contract

Information on the right of withdrawal

Right of withdrawal from the contract

A consumer has the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires after 14 days from the day on which the Consumer took possession of the goods or on which a third party indicated by the Consumer, other than the carrier, took possession of the goods.

To exercise the right of withdrawal, the Consumer must inform the Seller of their decision by means of an unambiguous statement (e.g. sent by email). The Consumer may use a model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient to send information regarding the exercise of the right of withdrawal before the deadline expires.

Effects of withdrawal from the contract

In the event of withdrawal from the contract, the Seller shall reimburse the Consumer for all payments received, including the price of the goods and the cost of the cheapest delivery method available at the time the order was placed, regardless of the delivery method chosen by the Consumer.

The refund shall be made without undue delay and no later than 14 days from the date of receipt of the withdrawal notice. The refund will be made using the same payment method used in the original transaction, unless the Consumer agrees otherwise. The Consumer shall not incur any fees in connection with the refund.

The Seller will collect the goods. The Consumer bears the direct cost of returning the goods. The Consumer is only liable for any diminished value of the goods resulting from use beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods that are not prefabricated, are manufactured according to the Consumer’s specifications, or are clearly personalized to meet the Consumer’s individual needs.

Uncollected shipments

In the case of non-collection of a shipment by the Customer, the parcel is returned to the sender, i.e. to the Seller’s headquarters.

The Customer has the right to withdraw from the contract without giving any reason within 14 days from the date on which the uncollected shipment is delivered back to the Seller.

In the event of a valid withdrawal from the contract, the Seller shall refund the Customer the price of the goods and the cost of the cheapest delivery method available at the time the order was placed.

The cost of returning the uncollected shipment to the Seller is not refundable, as it constitutes a direct cost incurred due to the Customer’s failure to collect the shipment.

Model withdrawal form

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

Addressee:
www.esencjazapachu.com
Tomasz Parzybót
ul. Olimpijczyków 13a
42-612 Tarnowskie Góry
e-mail: esencjazapachu@op.pl

I/We() hereby inform() about my/our() withdrawal from the contract of sale of the following goods() / contract for delivery of the following goods() / contract for work consisting of the following goods() / contract for provision of the following service().

Date of conclusion of the contract() / date of receipt()
Name and surname of Consumer(s)
Address of Consumer(s)
Signature of Consumer(s) (in case of paper version)
Date

(*) Delete as appropriate.

II. Complaints regarding goods

Customer being a Consumer

The Seller undertakes to deliver goods free from defects. The Seller’s liability for defects is governed by the provisions of the Civil Code regarding statutory warranty, in particular Articles 556 and 556¹–556³ of the Civil Code.

Complaints may be submitted electronically to: esencjazapachu@op.pl

If the consideration of the complaint requires it, the Consumer is obliged – at the Seller’s expense – to deliver the defective goods to the indicated address. If delivery would be excessively difficult, the Consumer should allow inspection of the goods at the place where they are located.

The Seller shall respond to the complaint without undue delay, no later than within 14 days from the date of its receipt.

The Seller is liable under statutory warranty if the defect is found within 2 years from the date of delivery of the goods to the Consumer. In the case of used goods, this period is 1 year.

To facilitate the complaint process, it is recommended to include:

information about the defect (type, date of occurrence),
the Consumer’s request,
contact details.
The above recommendations do not affect the validity of the complaint.

Customer not being a Consumer

A Customer who is not a Consumer loses rights under statutory warranty if they did not examine the goods in the manner and within the time customary for such goods and did not notify the Seller immediately of the defect. This does not apply if the Seller fraudulently concealed the defect.

III. Warranties

Esencja zapachu is not the manufacturer of the goods offered and does not provide any additional warranty. A warranty may be provided by the manufacturer under the terms specified in the warranty card.

Rights arising from the warranty do not exclude, limit, or suspend the Customer’s rights under statutory warranty.

IV. Complaints regarding electronically provided services

The Seller makes efforts to ensure that the online store operates properly.

Irregularities may be reported to: esencjazapachu@op.pl

The complaint should include a description of the issue and the date of its occurrence.

A response to the complaint will be provided within 14 days.

V. Out-of-court complaint and claim resolution methods

The Consumer may use out-of-court dispute resolution methods, in particular:

before the Trade Inspection,
before a permanent arbitration court at the Provincial Inspectorate of the Trade Inspection,
via the European Commission ODR platform.

Detailed information is available on the websites of the Trade Inspection and the Office of Competition and Consumer Protection (UOKiK).

VI. Final provisions

Disputes with Consumers are resolved by a court having jurisdiction in accordance with the provisions of the Code of Civil Procedure.

Disputes with Customers who are not Consumers are resolved by the court having jurisdiction over the Seller’s registered office.

In matters not regulated by these terms and conditions, the provisions of Polish law shall apply, in particular the Civil Code and the Act on Consumer Rights. In the event of any inconsistency between the terms and conditions and legal provisions, generally applicable law shall prevail.