Refund policy

1. Right of withdrawal from the Contract

  1. The Consumer has the right to withdraw from the Contract within 14 days from the date the Goods are delivered to the Buyer. In the case of a Contract that covers multiple Goods or parts, the above period is counted from the date of delivery to the Buyer of the last Good, batch or part thereof. 
  2. A condition for the Consumer to exercise the right to withdraw from the Contract is to submit to the Seller an unambiguous declaration of intent to withdraw from the Contract in electronic form to the address: kontakt@sigmapets.pl, or in writing to the Seller’s registered office address. In addition, the Consumer should present the Seller with the original or provide the Seller with a copy of the receipt previously received for the Goods. To meet the 14-day deadline, it is sufficient to submit the declaration of withdrawal from the Contract before its expiry.
  3. In the event of withdrawal from the Contract, the Seller shall refund the Consumer the price of the Goods within 14 days from receipt of the declaration of withdrawal from the Contract. The refund shall be made using the same payment method as that chosen by the Buyer when concluding the Contract, unless the Consumer has expressly agreed to a different method of refund which does not entail any costs for the Consumer.
  4. In the event of withdrawal from the Contract, the Consumer is obliged to return the Goods without delay at their own expense, but no later than 14 days from the date on which the declaration of withdrawal from the Contract was delivered to the Seller. The Goods being returned should be unused, intact and undamaged.
  5. The Consumer is obliged to provide the Seller with a return document together with the Goods, stating precise information as to which Goods from the Order are being returned and whether the return is complete or partial.
  6. The right to withdraw from the Contract does not apply to contracts:
    1. for the provision of services, if the trader has fully performed the service with the express consent of the consumer, who was informed before the provision of the service that after the service has been fully performed by the trader, they will lose the right to withdraw from the contract;
    2. where the subject of the performance is non-prefabricated goods, manufactured according to the consumer’s specifications or serving to satisfy their individual needs;
    3. where the subject of the performance is goods liable to deteriorate rapidly or with a short shelf life;
    4. where the subject of the performance is goods delivered in sealed packaging which, once opened, cannot be returned for health protection or hygiene reasons, if the packaging has been opened after delivery;
    5. where the subject of the performance is goods which, after delivery and by their nature, become inseparably mixed with other goods.
  7. The Seller has the right to refuse to accept the return of Goods which show any signs of use exceeding basic familiarisation with the product, such as staining, signs of wear, mechanical damage, removal of the original tag attachment, or the presence of any fragrances (perfumes, deodorants, detergents, etc.).
  8. The provisions of paras. 1–7 above also apply to a natural person who concludes the Contract in connection with their business activity, if it follows from the content of the Contract that the Goods are not related to the professional nature of that activity, arising in particular from the subject of the business activity disclosed in the Central Register and Information on Economic Activity.
  9. Subject to para. 8 above, the right to withdraw from the Contract does not apply to Buyers who are not Consumers.
  10. When exercising the right to withdraw from the Contract, the Buyer may use the template available on the Website. The withdrawal form in PDF format can be found at the bottom of the page.

2. Complaint procedure

  1. The Seller is liable to the Buyer who is a Consumer for non-conformity of the goods with the Contract, to the extent specified in the Consumer Rights Act, in particular in Articles 43a–43g. The Seller hereby indicates that non-conformity of the Goods with the Contract occurs when the Goods:
    1. do not correspond to the description provided by the Seller;
    2. do not correspond to the sample or are inconsistent with the presented model;
    3. are not fit for the purposes specified by the Buyer, of which the Buyer informed the Seller before concluding the Contract;
    4. do not have the properties that are typical of goods of the same kind;
    5. do not have the features that the Buyer may reasonably expect;
    6. do not meet the expectations regarding goods of that kind, based on the public statements made by the Seller.
  2. To avoid any doubt, the Seller declares that none of the provisions of the Terms and Conditions limits the rights of the Buyer who is a Consumer that arise from the applicable law. If any provision of such a nature is found to exist, the provisions of the applicable law, in particular the Civil Code and the Consumer Rights Act, shall apply.
  3. The Seller is liable for defects in the Goods identified within 2 years from their delivery to the Buyer.
  4. A complaint may be submitted in writing, via a selected postal operator, to the Seller’s registered office address, or by sending an email to: kontakt@sigmapets.pl.
  5. When submitting a complaint, the Buyer is obliged to provide their first name and surname, describe the Goods that are the subject of the complaint, as well as all other data the provision of which is necessary for the complaint to be examined, and to specify their demands.
  6. The Seller undertakes to examine the complaint submitted without delay, but no later than within 14 days from its receipt. Once the complaint has been examined, the Seller will inform the Buyer of the decision by letter, by telephone or by email, which the Buyer agrees to by submitting the complaint.
  7. If a lack of conformity of the Goods with the Contract is found, the Consumer may request the Seller to:
    1. replace the Goods;
    2. repair the Goods.
  8. If the Seller has refused to repair or replace the Goods, has not repaired or replaced the Goods, or has attempted to repair or replace the Goods but the Goods are still not in conformity with the Contract, the Buyer who is a Consumer has the right to demand a price reduction for the Goods or – in the case of a material lack of conformity with the Contract – to withdraw from the Contract. If the lack of conformity with the Contract is material, the Consumer may demand a reduction of the price of the Goods or withdraw from the Contract without first exercising the right to request repair or replacement of the Goods.
  9. If a complaint regarding Goods not in conformity with the Contract is accepted, the Consumer does not incur any costs. When submitting a complaint, the Consumer shall make the Goods subject to repair or replacement available to the Seller. The Seller is obliged to collect the Goods at its own expense and shall bear the costs of repair or replacement, including in particular postal charges, transport, labour and materials.
  10. The provisions of paras. 1–9 above also apply to a natural person who concludes the Contract in connection with their business activity, if it follows from the content of the Contract that the Goods are not related to the professional nature of that activity, arising in particular from the subject of the business activity disclosed in the Central Register and Information on Economic Activity.
  11. Subject to para. 10 above, the right to submit a complaint under statutory warranty for physical defects of the item sold does not apply to Buyers who are not Consumers.
  12. When exercising the right to complain about the Goods, the Buyer may use the template available on the Website.

 


Form to download:

Statement of withdrawal from a contract concluded at a distance or outside the business premises