Returns of goods

Returns and Complaints

Right of Withdrawal

1. A Customer who is a Consumer, as well as an entrepreneur with consumer rights, has the right to withdraw from a distance contract without giving any reason within 14 days from the date of receiving the goods, in accordance with the Act of 30 May 2014 on Consumer Rights.

2. To exercise the right of withdrawal, the Customer should inform the Seller of their decision by means of a clear statement, for example sent by e-mail or regular mail.

3. The returned goods should be sent back without undue delay and no later than 14 days from the date of withdrawal from the contract.

4. The Customer bears the direct cost of returning the goods unless the Seller has expressly agreed to cover these costs.

5. The Seller shall reimburse the Customer for all payments received, including the cost of the least expensive delivery method offered by the store, no later than 14 days from the date of receiving the withdrawal statement. The Seller may withhold the refund until the goods are received or proof of their return is provided.

6. The refund will be made using the same payment method used by the Customer unless the Customer expressly agrees to another method.

7. The Customer is liable for any diminished value of the goods resulting from use beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

8. The right of withdrawal does not apply in the cases specified in Article 38 of the Consumer Rights Act, in particular with regard to:

   • products made to the Customer’s individual specification,

   • goods delivered in sealed packaging which cannot be returned after opening due to health protection or hygiene reasons,

   • audio or video recordings and computer software delivered in sealed packaging once opened.

9. The store does not accept cash-on-delivery returns.

Complaints

1. The Seller is obliged to provide goods that are in conformity with the contract.

2. In the event of non-conformity of the goods with the contract or damage during transport, the Customer should promptly contact the Seller and, if possible, prepare a damage report with the carrier.

3. Complaints may be submitted:

   • by e-mail to: biuro@ksiegarniarosyjska.pl,

   • in writing to: Księgarnia Booker, ul. Ptasia 4, 00-138 Warszawa.

4. A complaint should include:

   • the Customer’s full name,

   • order number,

   • description of the issue,

   • the Customer’s request.

5. The Seller shall process the complaint within 14 days from the date of receipt. The Customer will be informed about the outcome by e-mail or in writing.

6. If the complaint is accepted, the Seller will repair, replace, reduce the price of the defective goods, or issue a refund in accordance with applicable law.

7. If the complaint is accepted, the Seller shall bear the cost of returning the complained goods.