Returns, Withdrawal and Complaints

This English version is a translation provided for convenience. In the event of any discrepancy, the Polish version prevails.

Effective from: 6 October 2026

1. Right of withdrawal (return within 14 days)

If you are a consumer or an entrepreneur with consumer rights (a natural person running a business for whom the purchase is not of a professional nature), you may withdraw from a contract concluded in the Trioamico store within 14 days without giving any reason.

The 14-day period runs from the day on which you (or a third party other than the carrier indicated by you) took possession of the goods. If the order included several items delivered separately – from the day the last of them was received.

2. How to withdraw

  1. Send us an unequivocal statement of withdrawal:
    • by email to kontakt@trioamico.pl, or
    • by post to: Patrycja Magdalena Okoh, Al. Zjednoczenia 11/37, 01-829 Warszawa, Poland.
  2. You may use the model withdrawal form at the end of this page, but it is not obligatory. If possible, please state your order number.
  3. To meet the deadline, it is sufficient to send the statement before the 14-day period expires.
  4. We will promptly confirm receipt of your statement by email.

3. Sending the goods back

  1. The goods must be returned without undue delay and no later than 14 days from the day of withdrawal, to:
    Patrycja Magdalena Okoh
    Al. Zjednoczenia 11/37, 01-829 Warszawa, Poland
  2. To meet the deadline, it is sufficient to send the parcel before it expires.
  3. The direct cost of returning the goods is borne by the consumer. Please do not send returns cash on delivery.
  4. Please pack the goods securely for transport, in particular liquid products and glass products.
  5. You are liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

4. Refund

  1. We will refund all payments received, including the cost of delivering the goods to you (up to the cost of the cheapest standard delivery method offered in the store), without undue delay and no later than 14 days from the day we receive your statement of withdrawal.
  2. The refund will be made using the same payment method used for the order, unless you expressly agree to a different method that does not involve any costs for you.
  3. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever occurs first.

5. Exceptions to the right of withdrawal

Pursuant to Article 38 of the Consumer Rights Act, the right of withdrawal does not apply in particular to:

  • goods delivered in a sealed package which cannot be returned after opening for health protection or hygiene reasons, if the package was opened after delivery – this applies in particular to cosmetics, hygiene products and diapers whose factory seal (foil, seal, closure) has been broken;
  • goods which are liable to deteriorate rapidly or have a short shelf life;
  • goods which, after delivery, are by their nature inseparably mixed with other items;
  • goods made to the consumer's specifications or clearly personalised.

These exceptions do not limit your rights in respect of complaints about goods not conforming with the contract.

6. Complaints – goods not conforming with the contract

  1. We are liable for any lack of conformity of the goods with the contract existing at the time of delivery and becoming apparent within 2 years of that time (or until the end of the shelf life, if longer), in accordance with Articles 43a–43g of the Consumer Rights Act.
  2. In the event of non-conformity, you may demand repair or replacement of the goods and, in the cases provided for by law, a price reduction or withdrawal from the contract (withdrawal is not available if the lack of conformity is minor). The costs of repair or replacement, including delivery costs, are borne by the Seller.
  3. Submit your complaint by email to kontakt@trioamico.pl or in writing to Al. Zjednoczenia 11/37, 01-829 Warszawa, Poland. Please include: your name, contact details, order number, a description of the non-conformity (preferably with photos), the date it was discovered and your request. This information makes it easier to handle the complaint but is not a condition for it.
  4. If the parcel arrives damaged, we recommend drawing up a damage report with the carrier and taking photos. This is not a condition for the complaint to be accepted, but it makes it easier to handle.
  5. We will respond to your complaint within 14 days of receiving it. Failure to respond within this period means that the complaint is accepted.
  6. If the goods are needed to handle the complaint, we will collect them from you at our expense.

7. Out-of-court dispute resolution

A consumer may seek free assistance from a municipal or district consumer ombudsman, mediation, or the permanent consumer arbitration court at the Voivodeship Inspectorate of Trade Inspection (for the Seller, the Masovian WIIH in Warsaw). More information: www.uokik.gov.pl. Details are set out in the store's Terms of Service.

Model withdrawal form

(Annex 2 to the Polish Consumer Rights Act of 30 May 2014)

(complete and return this form only if you wish to withdraw from the contract)

To: Patrycja Magdalena Okoh, Al. Zjednoczenia 11/37, 01-829 Warszawa, Poland, email: kontakt@trioamico.pl

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*)/for the supply of the following goods(*)/for the work consisting in the production of the following goods(*)/for the provision of the following service(*):

…………………………………………………………………………

Ordered on(*)/received on(*): ……………………………

Order number (optional): ……………………………

Name of consumer(s): ……………………………

Address of consumer(s): ……………………………

Signature of consumer(s) (only if this form is notified on paper): ……………………………

Date: ……………………………

(*) Delete as appropriate.