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Returns and complaints

Withdrawal from the contract

The following information, rules, regulations regarding returns and complaints are determined by the shop regulations available at https://coffee-ina.com/i/

 

1. withdrawal from the contract - return form

1.1 The Buyer who is a Consumer who has entered into a Remote Sales Agreement, may within 14 days withdraw from it without giving any reason. In the case of withdrawal from a Distance Selling Agreement, the Agreement shall be considered as not concluded.

1.2 A natural person who runs a sole proprietorship making a non-professional purchase shall also have the right to withdraw from the agreement on the principles specified in Chapters 6 and 7 of these Regulations.

1.3 The Seller shall verify the right to submit the declaration of withdrawal from the Agreement by the person indicated in section 2. Verification is conducted by checking whether the concluded Agreement has no professional character for this person - which in particular is done by analysing the PKD codes indicated in the Central Business Activity Register and Information.

1.4 In the case of recognition that the purchase of the Goods made by a person running a sole proprietorship at the Online Store was of a professional nature - the Seller shall immediately, i.e. no later than within 7 working days of receipt of the declaration of withdrawal - inform the person making the declaration, that due to the professional nature of the purchase made - there is no right to withdraw, and thus the declaration of withdrawal from the agreement - has no legal effect. If, together with the declaration of withdrawal, the Goods have been physically returned - the Goods shall be sent back at the expense of the person making the declaration and to the address data previously provided in the Order. The Seller's reply shall be given using the same method as the one used by the person making the declaration.

1.5 In the case of withdrawal from the contract - the Consumer shall only bear the direct costs of returning the Goods.

1.6 The Consumer's declaration must clearly express his wish to withdraw from the contract, in particular the Consumer may:

  • use the return form available on the website of the Online Shop: https://coffee-ina.com/i/zwroty-i-reklamacje
  • withdraw from the contract using the withdrawal form attached hereto as Annex No. 2 - by sending it to the address of the Seller's registered office.
  • The Seller shall immediately confirm on a durable medium the fact of receipt of the notice of withdrawal submitted in the manner indicated in points 1 and 2.

1.7. Sending the statement before the deadline is sufficient to meet the deadline.

1.8 The period for withdrawal shall begin:

  • for a contract in the performance of which the Seller issues the Goods being obliged to transfer their ownership - from taking possession of the Goods by the Consumer or a third party indicated by him other than the carrier, and in the case of a contract which:
    • includes multiple items which are delivered separately, in batches or in parts, from taking possession of the last item, batch or part;
    • consists in the regular delivery of goods during a defined period of time from the taking possession of the first item;
  • for other contracts - from the date of conclusion of the contract.

1.9 The form of declaration of withdrawal (available at: https://coffee-ina.com/i/zwroty-i-reklamacje being Annex No. 2) and information concerning the exercise of the right of withdrawal (Annex No. 1 to these Regulations) are provided in the electronic form indicated in section 3.5.3 of these Regulations.

1.10. The right to withdraw from a Distance Sales Contract shall not apply to the contracts indicated in Article 38 of the Act of 30.05.2014. (Journal of Laws of 2019, item 134) on consumer rights, inter alia Contracts:

  • in which the price or remuneration is dependent on fluctuations in the financial market which are not controlled by the trader and which might occur before the end of the withdrawal period;
  • where the object of the supply is a non-refabricated item produced to the Customer's specification or intended to meet the Customer's individual needs;
  • where the object of the supply is an item delivered in a sealed package which cannot be returned after opening the package for health protection or hygiene reasons, if the package has been opened after delivery;
  • where the subject matter of the supply is a sound or visual recording or computer software supplied in sealed packaging if the packaging is opened after delivery;
  • for the supply of digital content and electronic licences which are not recorded on a tangible medium where performance has begun with the consumer's express consent before the end of the period for withdrawal and after the trader has informed the consumer of the loss of the right of withdrawal;
  • in which the object of the supply is a perishable item or an item with a short shelf life and in which the object of the supply is an item which is inseparable from other items after delivery;
  • for the supply of newspapers, periodicals or magazines with the exception of subscription contracts;
  • concluded by public auction;
  • for the provision of accommodation other than for residential purpose, carriage of goods, car rental, catering, services related to leisure, entertainment, sports or cultural events, if the contract specifies the date or period for the provision of the service;
  • where the performance consists of alcoholic beverages, the price of which has been agreed upon at the time of the conclusion of the sales contract, the delivery of which can only take place after 30 days and the value of which is dependent on fluctuations in the market which cannot be controlled by the trader;

 

2. the effects of withdrawal from the contract of sale of goods

2.1 The Seller shall, within 14 days from the date of receipt of a declaration of withdrawal from the Agreement for the sale of an item, return to the Consumer all payments made by him, including delivery costs, corresponding to the cheapest method of delivery offered by the Seller.

  • The payment shall be reimbursed using the same means of payment used by the Consumer.
  • If the Consumer, in order to exercise the right of withdrawal, uses the Electronic Return Form, the funds will be returned by the chosen method and to the bank account specified by the Consumer.

2.2 If the Seller has not offered to collect the Goods from the Consumer himself, he may withhold the reimbursement of the payment received from the Consumer until he has received the Goods back or the Consumer has supplied evidence of having sent them back, whichever event occurs first.

2.3 The Seller may offer to the Consumer that he will collect the item from him. However, if the Seller has not made such a proposal - the Consumer should return the item to the Seller (or a person authorized by the Seller to receive) immediately, but no later than 14 days from the date on which withdrawal from the contract. To meet the deadline is sufficient to return the item before its expiry. Goods that the Consumer returns should be sent to the address of the Seller's registered office or warehouse.

2.4 The Consumer shall be liable for any diminution in the value of the Goods resulting from their use beyond that which is necessary to establish the nature, characteristics and functioning of the Goods.

 

3 Complaints

3.1 The Seller shall be obliged to deliver the Goods free from physical and legal defects and shall be liable to the Customer for physical and legal defects of the purchased Goods under the terms of the Civil Code.

3.2 If the Goods have physical or legal defects, the Buyer may submit a complaint to the Seller under the warranty for defects:

  • via the complaint form available at https://coffee-ina.com/i/zwroty-i-reklamacje
  • in writing to the Seller's registered address or by e-mail to bok@coffee-ina.com.
  • The complaint shall specify the defect that the Buyer claims the goods have, the claims against the Seller and if possible - document the defect in question. The Seller shall respond to the complaint within 14 days of its receipt. If he does not give an answer within the aforementioned time limit, it shall be deemed that he has accepted the complaint. The response to the complaint shall be provided by the Seller to the Purchaser in writing or on a Durable Media.
  • The steps to be taken by the Buyer in order to lodge a complaint, including the manner of delivery of the Goods complained of to the Seller are indicated at various stages in the Electronic Complaint Form.
  • If the Seller recognizes the complaint as justified: the cost of replacement, repair, including the cost of shipping related to the complaint Goods shall be borne by the Seller.
  • The Seller verifies whether a complaint submitted by a natural person running a sole proprietorship making a purchase of a non-professional nature is of a non-professional nature for that person. Verification is done by analyzing PKD codes indicated in the Central Register of Business Activity and Information.
  • If, following a complaint submitted by the Consumer, the dispute has not been resolved, the Seller shall provide the Consumer with a statement on paper or on another durable medium about:
    • the intention to request or agree to participate in a procedure for the out-of-court settlement of consumer disputes, or
    • to refuse to participate in an out-of-court settlement of consumer disputes procedure.

 

 

Annex 1 - Information on exercising the right of withdrawal

  1. A person running a sole proprietorship who makes a purchase of a non-professional character, i.e. resulting in particular from the subject of his/her business activity, made available on the basis of the provisions of the Central Register and Information on Business Activity, shall also have the right to withdraw from the contract under the following rules. You have the right to withdraw from the contract under the following rules - the Consumer. You have the right to withdraw from this contract within 14 days without giving any reason. The deadline for withdrawal expires after 14 days:
  • in the case of a sales contract, from the day on which you acquire possession of the goods or on which a third party other than the carrier and indicated by you acquires possession of the goods;
  • in the case of a contract requiring the transfer of ownership of several items which are delivered separately, from the day on which you acquire possession of the last item or on which a third party other than the carrier and indicated by you acquires possession of the last item;
  • in the case of a contract requiring the transfer of ownership of items supplied in instalments or portions, from the day on which you acquire possession of the last instalment or portion or on which a third party other than the carrier and indicated by you acquires possession of the last instalment or portion;
  • in the case of contracts for regular delivery of goods, for a defined period of time from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, possession of the first item;
  • in the case of contracts for the supply of services or digital content which is not supplied on a tangible medium, from the day of the conclusion of the contract.
  1. To exercise your right of withdrawal, you must inform us, i.e: COFFEEINA Sp. z o.o. ul. Wrocławska 83B/4 55-093 Kiełczów, Poland NIP: 8961608310, REGON: 520525591, e-mail address: bok@coffee-ina.com, Customer Service +48 697 538 466 of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post, fax or e-mail).
  2. You may use the model withdrawal form, but it is not obligatory.
  3. You can also fill in the return form available on the website of the Internet Shop: https://coffee-ina.com/i/zwroty-i-reklamacje. If you use this option, we will immediately send you an acknowledgement of receipt of information about your withdrawal from the contract on a durable medium.
  4. To observe the withdrawal period, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
  5. If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the extra costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.
  6. In the case of contracts involving the transfer of title to the goods where we have not offered to collect the goods in the event of withdrawal - we shall withhold reimbursement until we have received the goods or you have supplied us with proof of having sent back the goods, whichever is the earliest.
  7. Please send the returned item to the following address: COFFEEINA Sp. z o.o. ul. Wrocławska 83B/4 55-093 Kiełczów immediately and in any case not later than 14 days from the day on which you informed us of your withdrawal from this contract. The deadline is met if you send back the object before the period of 14 days has expired. You will have to bear the direct costs of returning the item.
  8. Due to the weight and size of the Goods, in the event of withdrawal from the contract - sending back the Goods may involve higher costs than ordinary postal delivery. If you wish to use the services of a courier company, it may be necessary to send the shipment on a pallet, which is more expensive than normal postal shipment.

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