The WIT store Return Policy outlines the rules for returns and complaints. Contact: [email protected], +48 22 882 44 88. Address: Przedsiębiorstwo Handlowe WIT Radosław Witan, Konwaliowa 7, 03-194 Warsaw.
14 days to withdraw from the contract for consumers and entrepreneurs entitled to consumer-like protection. The time period is calculated from the date the goods are received.
1. Withdrawal from the contract and return of goods
A consumer, as well as an entrepreneur entitled to similar protection, may withdraw from a contract concluded online without providing a reason within 14 days of receiving the goods—or, in the case of separate deliveries under a single order, within 14 days of receiving the final item. You may use the withdrawal form or submit an unequivocal statement of withdrawal via email to [email protected] or by post to the Seller’s address before the deadline expires. The template provided below is optional.
Following withdrawal, the goods must be returned or handed over to the following address: Przedsiębiorstwo Handlowe WIT Radosław Witan, Konwaliowa 7, 03-194 Warszawa, — no later than 14 days after notifying us of your withdrawal. The customer bears the direct costs of returning the goods. Please ensure the shipment is protected against leakage or damage and that the transport conditions appropriate for the specific product are followed; for goods subject to special transport restrictions, please coordinate the safe transport arrangements with us. Such coordination is not a prerequisite for the withdrawal to be effective. Please do not send items via cash-on-delivery (COD) without prior agreement.
Cost of returning a pallet: For goods that, due to their nature, cannot be returned via standard postal service and require palletized transport, the estimated direct cost of return is 220 PLN gross per pallet. The customer bears the cost of return transport; the actual price depends on the chosen carrier and the terms of carriage.
The seller shall refund the payments received, including the cost of the least expensive standard delivery method offered for the given order, within 14 days of receiving the notice of withdrawal. The seller may withhold the refund until the goods are received or proof of their return is provided—whichever occurs first—unless the seller has offered to collect the goods personally. The refund will be issued using the same payment method, unless the customer explicitly agrees to a different method, at no additional cost to the customer.
The customer is liable for any reduction in the value of the goods resulting from use that goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Simply opening a can of ink does not automatically result in the loss of the right of withdrawal; the consequences of opening or using the product are assessed in accordance with the applicable law. Opening a can may cause the ink to dry out and lose its properties. If use that exceeds what is necessary for inspection results in an actual loss of value, the customer may be held liable for the documented amount of such loss—in specific cases, potentially up to the full value of the product. We do not apply an automatic charge, nor do we assume that any opened container has zero value. Statutory exemptions from the right of withdrawal apply, in particular, to non-prefabricated goods manufactured according to the customer’s specifications or tailored to their individual needs, as well as to items that, by their nature, become inseparably combined with other items after delivery. These exceptions apply only when the statutory criteria are met and do not limit the right to file a complaint.
Optional withdrawal form template
Recipient: Przedsiębiorstwo Handlowe WIT Radosław Witan, Konwaliowa 7, 03-194 Warsaw, [email protected].
I hereby give notice that I am withdrawing from the sales contract for the following goods: …
Order number: …
Date of order / receipt: …
Customer’s full name and address: …
Date: …
Signature (only if this form is submitted in paper format): …
2. Who is entitled to consumer protection?
Purchases may be made by both consumers and business entities. A consumer is a natural person making a purchase for purposes not directly related to their business or professional activity. An entrepreneur entitled to consumer protection is a natural person who enters into a contract directly related to their business activity, provided that the contract is not of a professional nature for that person—a determination made based, in particular, on the business activities disclosed in the CEIDG (Central Register and Information on Economic Activity). Simply providing a tax identification number (NIP) or receiving an invoice does not disqualify one from this protection. The seller does not make the purchase conditional upon a declaration regarding the professional nature of the contract.
3. Complaints
The seller is liable for any lack of conformity of the goods with the contract, in accordance with the provisions of the Act on Consumer Rights. This liability applies to any lack of conformity that existed at the time of delivery and becomes apparent within two years—or, if a specific shelf life or period of suitability for use is longer, within that longer period, as stipulated by the Act. A product’s stated shelf life or period of suitability does not automatically constitute an additional commercial guarantee.
The customer may request repair or replacement. A price reduction or withdrawal from the contract due to a lack of conformity is permitted in cases specified by the Act—for example, if the goods have not been brought into conformity, if such action has been refused, or if the lack of conformity is sufficiently serious. Goods shall be brought into conformity at the seller’s expense and without causing excessive inconvenience. If necessary for the purpose of handling a complaint, the goods must be made available for collection by the seller, at the seller’s expense.
Complaints may be submitted via email to [email protected] or in writing to the following address: Konwaliowa 7, 03-194 Warsaw. It is advisable to include the order number, the product in question, a description of the issue, the requested resolution, and contact details; providing photographs may also facilitate the assessment process. There is no requirement to use a specific form or to provide the original receipt, provided that the purchase can be proven by other means. The seller shall respond to the consumer within 14 days of receiving the complaint, providing the response on paper or another durable medium. For business entities entitled to consumer-like protection, the seller also adheres to a 14-day response period, without prejudice to their statutory rights.
If a manufacturer or another party has provided a warranty, its scope is defined by the warranty statement. Exercising rights under a warranty does not preclude the assertion of claims against the Seller regarding the non-conformity of the goods with the contract.
4. Business purchases without consumer protection
In contracts with buyers who are entrepreneurs—and who do not qualify as consumers or as entrepreneurs entitled to the consumer protection described in point 2—the Seller’s liability for statutory warranty (rękojmia) regarding physical and legal defects is entirely excluded, pursuant to Article 558 § 1 of the Civil Code, to the extent permitted by law. This exclusion shall not apply in the event of a defect being concealed through fraudulent intent. Furthermore, this provision does not exclude liability that cannot be waived under mandatory provisions of law, nor does it negate the obligation to perform the contract.
Entrepreneurs not covered by consumer protection do not have a statutory right to withdraw from an online purchase without providing a reason. Any voluntary return is subject to individual agreement with the Seller. The Seller may refuse such a voluntary return, particularly in the case of products that have been opened, used, or manufactured according to individual specifications. The provisions of this section do not limit the rights of consumers or entrepreneurs who are entitled to consumer protection.
Full terms and conditions for purchases are outlined in the WIT store terms and conditions.
