Refund Policy
Refund Policy
Last updated: July 31, 2025
1. Store Information
Tomasz Piłat
Tax ID (NIP): 6621826403
Email: tommyecomkontakt@gmail.com
2. Right of Withdrawal
2.1. Customers who are consumers have the right to withdraw from the sales contract within 14 calendar days of receiving the goods, without providing any reason, in accordance with Article 27 of the Consumer Rights Act.
2.2. To exercise this right, the customer must send a written statement of withdrawal to tommyecomkontakt@gmail.com before the 14-day period expires. A sample withdrawal form is available on the store’s website, but its use is not mandatory.
2.3. The right of withdrawal does not apply in cases listed in Article 38 of the Consumer Rights Act, including but not limited to when:
-
The product has been made to order or personalized,
-
The product is perishable (e.g., food items),
-
A hygiene-sensitive product has been opened (e.g., cosmetics),
-
A sealed data carrier (e.g., CD, DVD) has been opened.
3. Return Conditions
3.1. A product may be returned if:
-
It has not been used, damaged, or altered,
-
It is returned in its original, undamaged packaging (if applicable),
-
Proof of purchase (e.g., order confirmation) is included.
3.2. The store reserves the right to refuse a return if the above conditions are not met.
3.3. The customer, as the importer, is responsible for any customs formalities when returning the product, unless the supplier uses the IOSS system. Information about potential return costs is provided before the order is placed.
4. Return Costs
4.1. The customer is responsible for all return shipping costs, including any customs duties or taxes, unless otherwise agreed by the store.
4.2. The store refunds only the product price (including VAT if collected through IOSS). Original shipping costs are not refundable.
5. Return Procedure
5.1. To initiate a return, send an email to tommyecomkontakt@gmail.com including the order number, contact information, and a statement of withdrawal.
5.2. Once the return request is received, the store will provide the return address. The customer must send back the item within 14 days of the request, at their own expense.
5.3. The customer is responsible for arranging the shipment and handling any customs formalities associated with the return.
6. Refund Process
6.1. Refunds are issued within 14 business days of receiving the returned product and verifying compliance with the return conditions.
6.2. Refunds are processed using the same payment method used for the original purchase, unless otherwise agreed.
6.3. The store reserves the right to withhold the refund until the returned item has been received and inspected.
7. Complaints
7.1. Customers may file a complaint under the statutory warranty (Articles 556–576 of the Civil Code).
7.2. Complaints must be submitted within 2 years of delivery by emailing tommyecomkontakt@gmail.com.
7.3. The complaint should include: order number, a description of the defect, contact details, and photos (if applicable).
7.4. Complaints are reviewed within 14 business days of receipt of all required information. If communication with the supplier is necessary, this period may be extended to 30 days — the customer will be informed accordingly.
8. Product Withdrawal from Market
8.1. In the event of a product safety risk, the store will withdraw the product from the market in compliance with the General Product Safety Regulation (GPSR).
8.2. Customers will be notified via email about the return and refund procedure. Refunds will be processed within 14 days of receiving the returned item.
8.3. Product safety concerns should be reported to tommyecomkontakt@gmail.com — a response will be provided within 24 hours.
9. Additional Information
9.1. The store reserves the right to update this Refund Policy. The current version is always available on the website.
9.2. Any disputes arising from returns or complaints will be resolved by the court having jurisdiction over the store’s registered office, unless otherwise required by applicable law.