RETURN POLICY

At Polyoil, we want you to be fully satisfied with your purchase. If, for any reason, the product you ordered does not meet your expectations, you have 14 days to return it without giving a reason.

This policy is a practical guide. The full rules on the right of withdrawal and complaints can be found in § 9 and § 10 of the Terms and Conditions. In the event of any discrepancies, the provisions of the Terms and Conditions and applicable law shall prevail.

1. 14-Day Right of Withdrawal

If you are a consumer or an entrepreneur with consumer rights (under Polish law: przedsiębiorca na prawach konsumenta), you have the right to withdraw from a distance contract within 14 calendar days from the date you received the goods — without giving any reason.

The same right applies to customers from other European Union countries.

2. How to Return a Product — Step by Step

Step 1. Contact us at m@polyoil.pl within 14 days of receiving the goods. You may use the model withdrawal form (available in Annex 1 to the Terms and Conditions) or simply write in your own words that you wish to withdraw from the contract. Please include your order number.

Step 2. You will receive confirmation from us along with instructions for shipping the parcel.

Step 3. Pack the product — preferably in its original packaging — and send it at your own cost to the following address:

Fulfilion (Polyoil returns) ul. Łubińska 10, 05-532 Łubna, Poland

You must return the goods promptly, and no later than 14 days from the day on which you informed us of your withdrawal.

Step 4. After receiving and inspecting the return, we will inform you of its approval and process your refund.

3. Return Costs

The direct cost of return shipping is borne by the Customer.

4. Condition of the Returned Product

You may unpack and inspect the product — just as you would in a brick-and-mortar store. Please note, however, that you are liable for any diminished value of the product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning.

IMPORTANT — Food and olive oil: Due to food safety and hygiene requirements (Article 38(5) of the Polish Act on Consumer Rights), opened packaging of olive oil or other food products is not eligible for return. Returns are only possible for products in intact, originally sealed packaging, with the seal/security feature untouched.

In addition, food with a short shelf life (less than 30 days until the best-before date) is excluded from the right of withdrawal (Article 38(4) of the Polish Act on Consumer Rights).

For non-food products — if the goods are returned:

• used in an exploitative manner,
• without the original packaging or tags,
• damaged through the Customer's fault,

we may proportionally reduce the amount of the refund by the value corresponding to the diminished value of the goods.

The absence of the original outer (shipping) packaging, tags or receipt does not deprive you of the right to return — any other proof of purchase (e.g. order confirmation email) is sufficient.

5. Refund

Upon receipt and acceptance of the return, we will refund all payments received from you, including the costs of the original delivery (except for additional costs resulting from your choice of a delivery method other than the cheapest standard option offered by us).

• Refund period: no later than 14 days from the day we receive your withdrawal notice. We may withhold the refund until we have received the goods or proof of their dispatch.
• Refund method: the same payment method you used for the original transaction (unless you expressly agree to a different solution).
• Processing time: additional time depends on your bank or card issuer (typically up to a few business days).

If more than 15 business days have passed since receiving our refund confirmation and the funds have not appeared in your account, please contact us at m@polyoil.pl.

6. Exchanges

We do not offer a direct exchange procedure. The fastest way to receive a different product is to:

1. Withdraw from the contract for the current product,
2. Place a new, separate order.

7. Damaged, Defective or Incorrect Goods

If the product you received is:

• damaged,
• defective,
• different from what you ordered,

please contact us immediately at m@polyoil.pl so we can assess the situation and resolve it. You are entitled to remedies for non-conformity of goods with the contract (Chapter 5a of the Polish Act on Consumer Rights, implementing Directive (EU) 2019/771) — you may request repair, replacement, price reduction or withdrawal from the contract.

The Seller is liable for non-conformity of the goods with the contract for 2 years from the date of delivery. We will process your complaint within 14 days.

In the case of a complaint, the return shipping cost is covered by the Seller — we will send you a return shipping label.

8. When the Right of Return Does Not Apply

In accordance with Article 38 of the Polish Act on Consumer Rights, the right of withdrawal does not apply, among others, to:

• Food with opened packaging — food products (including olive oil) delivered in sealed packaging which, once opened, cannot be returned for reasons of hygiene or health protection,
• Food with a short shelf life — products that are perishable or have a short best-before date,
• goods made to your specification or for your individual needs (e.g. custom-composed gift sets, personalised labels),
• goods which, after delivery, due to their nature, become inseparably mixed with other items.

The full list of exceptions can be found in § 9(15) of the Terms and Conditions.

9. Out-of-Court Dispute Resolution

If you disagree with our decision regarding a return or complaint, you may use out-of-court methods of dispute resolution:

• District (municipal) consumer ombudsman — free legal assistance,
• Voivodeship Inspector of the Trade Inspection — mediation, amicable consumer courts,
• European Commission ODR Platform: https://ec.europa.eu/consumers/odr/
• UOKiK (Office of Competition and Consumer Protection): www.uokik.gov.pl, helpline: +48 801 440 220

10. Contact

Do you have any questions about returns? Contact us:

• Email: m@polyoil.pl
• Telephone: +48 570 777 477
• Office hours: 8:00 - 16:00

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Last updated: 14 May 2026