Return and Complaint Policy

1. General information

This Return and Complaint Policy sets out the rules for returning products and filing complaints regarding purchases made in the online store available at www.diaco.pl.

The Seller is:

DIACO Sp. z o.o.
Aleja Karkonoska 10/089
53-015 Wrocław
NIP (Tax ID): 8961648700
REGON (Statistical ID): 540973368
E-mail: pracownia@studiodiaco.pl

2. Product returns – withdrawal from the contract

A consumer who has entered into a distance sales contract has the right to withdraw from the contract within 14 calendar days without giving any reason.

The withdrawal period begins on the day the consumer or a third party indicated by the consumer, other than the carrier, receives the product.

In the case of an order involving several products delivered separately, the period begins upon receipt of the last product.

How to make a return?

To exercise the right of withdrawal, you must:

  1. Inform DIACO Sp. z o.o. of your decision to withdraw from the contract within 14 days.
  2. Send a declaration of withdrawal via e-mail to: pracownia@studiodiaco.pl or in writing to the address: DIACO Sp. z o.o.
    Aleja Karkonoska 10/089
    53-015 Wrocław
  3. Return the product no later than 14 days from the date of submitting the declaration of withdrawal.
3. Return address

The returned product should be sent to the following address:

DIACO Sp. z o.o.
Aleja Karkonoska 10/089
53-015 Wrocław

The shipment should include the order number or other information identifying the purchase.

4. Return costs

The direct cost of returning the product is borne by the consumer, unless the law provides otherwise.

If the consumer has chosen a delivery method more expensive than the cheapest standard delivery method available in the store, the Seller will refund the delivery cost up to the amount of the cheapest available option.

5. Refund

In the event of a valid withdrawal from the contract, the Seller shall refund the payments received from the consumer, including the cost of delivering the product, taking into account the rules regarding the cheapest available delivery option.

The refund will be made no later than 14 days from the day the product is received.

The refund will be made using the same payment method used by the consumer, unless the consumer has expressly agreed to a different solution.

6. Liability for diminution in value of the product

The consumer is liable for any diminished value of the product resulting from the use of the product in a way that goes beyond what is necessary to establish the nature, characteristics, and functioning of the product.

The product should be secured for transport to avoid damage.

7. When is the right to return not applicable?

The right to withdraw from the contract does not apply in cases specified in Art. 38 of the Consumer Rights Act, in particular with regard to:

  • products manufactured according to the consumer's specifications or serving to satisfy their individualized needs;
  • products that deteriorate rapidly or have a short shelf life;
  • products delivered in a sealed package that cannot be returned after opening due to health protection or hygiene reasons;
  • other products and services for which the law provides an exception to the right of withdrawal.

Detailed cases of exclusion of the right of withdrawal are defined in the online store Regulations.

8. Product complaints

If the purchased product is non-compliant with the contract, the consumer may file a complaint based on the principles set out in the Consumer Rights Act.

9. How to file a complaint?

A complaint can be filed:

E-mail: pracownia@studiodiaco.pl

In writing:
DIACO Sp. z o.o.
Aleja Karkonoska 10/089
53-015 Wrocław

The complaint should include:

  1. Full name.
  2. Order number.
  3. Name of the product being complained about.
  4. Description of the non-compliance and the date it was discovered.
  5. Consumer's request.
  6. Contact details.

Photos of the product or other materials documenting the non-compliance may be attached to the complaint.

10. Consumer rights

In the event of product non-compliance with the contract, the consumer may exercise the rights provided for in the Consumer Rights Act, in particular by requesting the repair or replacement of the product.

If repair or replacement is impossible, requires excessive costs, has not been performed within a reasonable time, or the non-compliance persists, the consumer may exercise other rights provided by law, including requesting a price reduction or withdrawing from the contract, provided that the statutory conditions are met.

In the event of a successful complaint, the Seller bears the costs of repairing or replacing the product, including transport, material, and labor costs, in accordance with applicable law.

11. Complaint processing time

The Seller will respond to the consumer's complaint immediately, and no later than 14 calendar days from the date of its submission.

Failure to respond within this period means the complaint has been accepted as justified, in accordance with applicable law.

The response to the complaint will be provided to the consumer on paper or another durable medium, in particular via e-mail.

12. Returning the complained product

A consumer who exercises their rights due to product non-compliance with the contract is obliged to deliver the defective product to the Seller's address:

DIACO Sp. z o.o.
Aleja Karkonoska 10/089
53-015 Wrocław

13. Complaints regarding shipments

In the event of damage to a shipment during transport, it is recommended to take photos of the packaging and the product and immediately inform the Seller.

Failure to prepare a damage report or immediately report the damage does not deprive the consumer of their rights arising from product non-compliance with the contract.

14. Out-of-court complaint resolution

The consumer has the option of using out-of-court methods for handling complaints and pursuing claims, in particular with the assistance of a municipal or district consumer ombudsman or the competent provincial inspectorate of the Trade Inspection.

15. Final provisions

Matters not regulated by this Policy shall be governed by the provisions of Polish law, in particular the Act of 30 May 2014 on Consumer Rights and the Civil Code.

Consumer rights resulting from mandatory provisions of law cannot be limited by this Policy.