This English version is provided for convenience only. The Polish version of this document is legally binding.
Below we describe our returns and complaints rules in plain language. The full, binding provisions are in the Shop Terms and Conditions (§5 and §6).
Returning goods (withdrawal from the contract)
If you are a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods, without giving any reason.
What you cannot return
- Food products once the packaging has been opened - we deliver mixes, concentrates and sourdough starters in sealed packaging. If you open the packaging after receiving the parcel, you cannot withdraw from the contract for that product, because for health protection and hygiene reasons it cannot be returned for sale (Article 38 point 5 of the Polish Consumer Rights Act).
- Perishable products or products with a short shelf life - in accordance with Article 38 point 4 of the Polish Consumer Rights Act.
What you can return
Unopened products in their original, sealed packaging - within 14 days of receipt. Before you open the packaging, check the label, ingredients and weight - once it is opened, a return is no longer possible.
How to return goods
- Send a statement of withdrawal to zamowienia@profibra.pl - you can use the template at the bottom of this page.
- Send the goods back within 14 days of submitting the statement to: Profibra sp. z o.o., ul. Mycielskiego 6a, 31-999 Kraków. You cover the cost of sending them back.
- We will refund your money within 14 days of receiving your statement. We may withhold the refund until we receive the goods back.
Complaints
If the goods are defective or not in conformity with the contract, submit a complaint by e-mail to zamowienia@profibra.pl or in writing to the shop's address. Describe the defect and tell us what you expect - a replacement, repair, price reduction or refund.
We will process your complaint within 14 days of receiving it.
Important for food products: report the complaint as soon as you notice the defect, preferably before the use-by or best-before date. If possible, keep the packaging and attach a photo.
Damaged parcel
If the parcel arrived damaged, if possible draw up a damage report with the courier and contact us. This makes the matter easier to handle, although it is not a condition for filing a complaint.
Model withdrawal form
Copy the text below, fill it in and send it to zamowienia@profibra.pl
Addressee: Profibra sp. z o.o., ul. Petőfiego 113, 31-712 Kraków, Poland, zamowienia@profibra.pl
I, the undersigned, hereby withdraw from the contract of sale of the following goods: ………………………………………………………………………
Order number: ………………………
Order / receipt date: ………………………
Consumer's name: ………………………
Consumer's address: ………………………
Bank account number for the refund: ………………………
Date: ………………………
Signature (only if the form is sent on paper): ………………………
Out-of-court dispute resolution
Consumers may use out-of-court methods of resolving disputes, in particular the help of a consumer ombudsman or a consumer organisation. Up-to-date information is available from the Polish Office of Competition and Consumer Protection (UOKiK).