Returns and complaints policy

1. General information

  1. The seller of products available in the Satur.pl online shop is:
    SATUR SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
    address: ul. KALWARYJSKA 69, 30-504 KRAKÓW
    NIP: 6793212041
    KRS: 0000883823
    e-mail: satur@satur.pl
    phone: +48 534 857 712
  2. This Policy sets out the rules for making returns and for submitting and handling complaints regarding products purchased via Satur.pl.
  3. Some activities related to shipping, collection, diagnosis, repair or replacement of products may be performed by partners cooperating with Satur.

2. Returns

  1. A Consumer who has made a purchase via Satur.pl has the right to withdraw from the contract without giving a reason within 14 days of receiving the product, subject to exceptions provided for by law.
  2. A return is most conveniently reported via the user account:
    My account → Returns and complaints → Report a return or complaint
    A return may also be reported by sending it to Satur’s e-mail address or the correspondence address indicated in this Policy.
  3. To meet the 14-day deadline it is sufficient to send the declaration of withdrawal from the contract before it expires.
  4. After reporting a return, the Consumer will receive information about how and where to send the product back. The product may be sent back to Satur or to a service point or logistics partner indicated by Satur.
  5. The Consumer should send the product back without delay, no later than within 14 days from the date of withdrawal from the contract.
  6. The direct cost of returning the product in the event of withdrawal from the contract is borne by the Consumer.

Refund of payment

  1. Satur will refund to the Consumer the payments received from them in connection with withdrawal from the contract no later than within 14 days of receiving the declaration of withdrawal from the contract.
  2. Satur may withhold the refund until it receives the returned product or until the Consumer provides proof of having sent it back — whichever occurs earlier.
  3. The refund is made using the same payment method used by the Consumer, unless the Consumer agrees to a different method that does not involve additional costs for them.
  4. If the Consumer chose a delivery method more expensive than the cheapest ordinary delivery method offered by Satur, Satur is not obliged to refund the additional costs resulting from the choice of the more expensive delivery.

Condition of the returned product

  1. The Consumer may examine the product to the extent necessary to establish its nature, characteristics and functioning.
  2. The Consumer is liable for any diminished value of the product resulting from use beyond what is necessary to examine it.
  3. Opening the packaging alone does not result in loss of the right of return, unless one of the statutory exceptions to the right of withdrawal applies.
  4. The right to withdraw from the contract does not apply in the cases set out in art. 38 of the Act on consumer rights, in particular with regard to certain products made to the Consumer’s individual specifications, perishable products, and certain products delivered in sealed packaging which cannot be returned after opening for health protection or hygiene reasons.

3. Complaints

  1. Satur is liable to the Consumer for the conformity of the sold product with the contract under the rules set out in the Act on consumer rights.
  2. Satur’s liability for non-conformity of the goods with the contract lasts, as a rule, for 2 years from the date the product is delivered to the Consumer.
  3. A complaint is most conveniently reported via the user account:
    My account → Returns and complaints → Report a return or complaint
    A complaint may also be submitted using other contact channels made available by Satur.
  4. A complaint should, where possible, include:
    • identification of the product under complaint,
    • a description of the problem or non-conformity found,
    • the Consumer’s request,
    • optionally photos or other materials helpful in handling the report.
  5. In the event of non-conformity of the product with the contract, the Consumer may demand repair or replacement of the product. In the cases provided for by law, the Consumer may also demand a price reduction or withdraw from the contract.

Handling of the complaint

  1. Satur will respond to the Consumer’s complaint within 7 days of receiving it.
  2. Failure to respond within this period means the complaint is deemed accepted in accordance with applicable law.
  3. If handling the complaint requires the product to be handed over, Satur will inform the Consumer about the next steps.
  4. The product may be:
    • collected from the Consumer,
    • sent to Satur,
    • sent to a service point or cooperating partner indicated by Satur.

    Handing the product over to a partner indicated by Satur does not mean that Satur’s liability towards the Consumer is transferred to that entity.

  5. The Consumer does not bear costs related to a complaint about a product that does not conform to the contract. Costs of collection, transport, repair or replacement of the product are borne by Satur.

4. Warranty

  1. Some products available on Satur.pl may be covered by a warranty from the manufacturer, distributor or another warrantor.
  2. The terms of the warranty, its scope and how it is fulfilled are set out in the warranty document for the given product.
  3. Using the warranty is independent of the Consumer’s rights against Satur arising from non-conformity of the goods with the contract. The Consumer may decide which complaint route to use.

5. Return and complaint status

  1. Information about reported returns and complaints may be available in the user account in the section:
    My account → Returns and complaints
  2. Satur may also provide information about the progress of a report to the e-mail address assigned to the user account.
  3. Statuses shown in the user account are informative and do not limit the Consumer’s rights arising from applicable law.

6. Contact

  1. For matters relating to returns and complaints you may contact Satur:
    e-mail: satur@satur.pl
    phone: +48 534 857 712
    correspondence address: ul. KALWARYJSKA 69, 30-504 KRAKÓW
  2. The address to which a returned or complained-about product should be physically handed over may be indicated individually after the report is made.

7. Final provisions

  1. This Policy does not limit the Consumer’s rights arising from applicable law.
  2. In matters not regulated by this Policy, Polish law applies, in particular the Act of 30 May 2014 on consumer rights.
  3. The Consumer may use available out-of-court methods of handling complaints and pursuing claims.