Returns and complaints

THE RIGHT OF WITHDRAWAL

1. A Customer who has entered into a remote sales agreement may withdraw from the Sales Agreement within 14 calendar days of receiving the Product without stating the reason and without incurring costs other than the costs specified in section 9.9. of the Terms and Conditions. In order to comply with the deadline, the Customer must issue a notice of withdrawal before the end date. The notice of withdrawal can be issued e.g.:

1. by mail to the following address: ul. Jana Henryka Dąbrowskiego 77A, 60-529 Poznań, Poland;

2. by email to the following address: kontakt@lorenso.pl;

3. by calling the telephone number specified in section 1.2.

2. A sample form of withdrawal can be found in Schedule 2 to the Polish Act on Consumer Rights and it is also available as an Annex to the Terms and Conditions. The Customer may use the sample form but it is not mandatory.

3. The Seller shall inform the Customer of the reception of the notice of withdrawal without delay in a durable medium.

4. The period of withdrawal applies to agreements under which the Seller delivers a Product and transfers its ownership (e.g. Sales Agreement). The period of withdrawal is calculated from the moment the Customer or a third party other than the courier receives the Product or, in the case of an agreement that: (1) involves the sale of a number of products – from the moment of reception of the final Product, batch or element, or (2) involves a regular delivery of Products over a specified time period – from the moment of reception of the first Product;

5. In case of a withdrawal from a remote agreement, the agreement is deemed null and void.

6. The Seller is obliged to refund the Customer all payments and fees, including Product delivery fees (with the exception of additional fees resulting from the Customer selecting a delivery method other than the cheapest, standard delivery method available in the Online Store) without delay and no later than within 14 calendar days from receiving the Customer’s notice of withdrawal. The Seller shall refund the payments and fees using the same payment method used by the Customer unless the Customer has expressly agreed to another payment method that does not entail additional costs on his/her part. If the Seller has not offered to personally collect the Product from the Customer, the Seller may withhold the refund until the Customer has returned the Product or provided a proof of its return, whichever occurs first.

7. Unless the Seller has offered to personally collect the Product, the Customer shall return the Product to the Seller without delay and no later than within 14 calendar days from the day of issuing the notice of withdrawal, by sending it to the following address: ul. Jana Henryka Dąbrowskiego 77A, 60-529 Poznań, Poland. In order to comply with the deadline, the Customer must send the Product back before the end date.

8. The Customer is liable for any depreciation of the Product resulting from its use in means other than necessary to ascertain its state, features and function.

9. The possible costs of the Customer’s withdrawal from the agreement which shall be incurred by the Customer:

1. if the Customer has selected a delivery method other than the cheapest, standard delivery method available in the Online Store, the Seller shall not be obliged to refund the additional costs;

2. the Customer shall only incur the immediate costs of returning the Product.

10. The Customer’s right of withdrawal from a remote agreement does not apply in case of agreements:

1. for the provision of services for which the consumer pays an agreed price, if the Seller has performed the service in full with the express consent of the consumer, provided that the Seller has informed the consumer before the provision of the service that upon the provision, the consumer shall lose the right of withdrawal and the consumer has agreed to these terms;

2. in which the price or remuneration depends on fluctuations in the financial market over which the Seller has no control, and which may occur before the expiry of the deadline for withdrawal;

3. in which the item sold is a non-prefabricated Product – a movable property (including a movable property with digital elements) – that is manufactured to the consumer’s specification or serving to meet his/her individual needs;

4. in which the item sold is a Product – a movable property (including a movable property with digital elements) – that deteriorates rapidly or has a short shelf life;

5. in which the item sold is a Product – a movable property (including a movable property with digital elements) – that is delivered in sealed packaging which cannot be returned after opening for health or hygienic reasons;

6. in which the items sold are Products – movable properties (including movable properties with digital elements) – which due to their nature are inseparably combined with other movable properties after delivery, including movable properties with digital elements;

7. in which the items sold are alcoholic beverages, the price of which has been agreed upon when entering into the Sales Agreement, the delivery of which may only take place after 30 days and the value of which depends on fluctuations in the market over which the Seller has no control;

8. in which the consumer expressly requested that the Seller come to him/her for the purpose of carrying out urgent repair or maintenance work; if the Seller provides additional services other than those requested by the consumer or delivers Products – movable properties (including movable properties with digital elements) – other than replacement parts necessary for the performance of the repair or maintenance works, the consumer shall have the right to withdraw from the sales agreement for the additional services or Products;

9. in which the properties sold are audio or visual recordings or computer software supplied in sealed packaging, if the packaging has been opened after delivery;

10. for the supply of newspapers, periodicals or magazines, with the exception of subscription agreements;

11. concluded by means of a public auction;

12. for the provision of accommodation, other than for residential purposes, carriage of goods, car rental, catering, services relating to leisure, entertainment, sports or cultural events, if the agreement specifies the date or period of the service provision;

13. for the supply of digital content which is not recorded in a tangible medium, for which the consumer has to pay an agreed price, if the performance of the agreement has begun with the consumer’s express prior consent, provided that the Seller has informed the consumer before the provision of the service that upon the provision, the consumer shall lose the right of withdrawal, the consumer has agreed to these terms and the Seller provided to the consumer the confirmation specified in Article 15(1-2) or Article 21(1) of the Polish Act on Consumer Rights;

14. for the provision of services for which the consumer has to pay an agreed price, when the consumer expressly requested that the Seller come to him/her for the purpose of carrying out repair works and the service has been provided in full upon the consumer’s express prior consent.

11. The provisions contained in this clause 10. of the Terms and Conditions concerning the consumer shall apply to agreements concluded after 1 January 2021 and shall also apply to Customers who are natural persons concluding an agreement directly related to their business activity, provided that the content of such agreement specifies that it does not have a professional character for this person, resulting in particular from the object of his/her business activity as specified based on the provisions on the Central Register and Information on Business Activity.

COMPLAINT PROCEDURE

1. This section 6. of the Terms and Conditions specifies the common handling procedure for all complaints issued towards the Seller and in particular complaints regarding Products, Sales Agreements, Electronic Services and other complaints related to the Seller’s activity or the functioning of the Online Store.

2. A complaint can be issued e.g.:

1. by mail to the following address: ul. Jana Henryka Dąbrowskiego 77A, 60-529 Poznań, Poland;

2. by email to the following address: kontakt@lorenso.pl;

3. The Products under complaint should be sent to the following address: ul. Jana Henryka Dąbrowskiego 77A, 60-529 Poznań, Poland.

4. We recommend that a complaint includes:

1. information about and circumstances surrounding the subject of the complaint, especially its type and the date of occurrence of irregularities or non-compliance with the agreement;

2. preferred method of restoring conformity with the agreement, a declaration of price reduction or a notice of withdrawal from the agreement or any other claim;

3. contact details of the person issuing the complaint – this will facilitate and accelerate the processing of the complaint.

5. The above requirements serve as recommendations only and shall not affect the effectiveness of complaints submitted without the recommended description of the complaint.

6. The person issuing the complaint is obliged to notify the Seller of any changes in their provided contact details.

7. The issuer may include proof of non-compliance (e.g. photos, documents or a Product) with their complaint. The Seller may also request additional information or proof (e.g. photos) from the complaint issuer if it could facilitate or accelerate the processing of the complaint.

8. The Seller shall respond to the Customer’s complaint without delay, no later than within 14 calendar days from the date of its submission.

9. The basis and scope of the Seller’s liability are determined based on provisions of applicable law, in particular the Polish Civil Code, the Polish Act on Consumer Rights and the Polish act on provision of electronic services of 18 July 2002 (Journal of Laws No. 144, item 1204 with amendments). The following includes additional information on the Seller’s liability for Products’ compliance with Sales Agreements:

1. In the event of a complaint about a Product – a movable property – purchased by a Customer on the basis of a Sales Agreement concluded with the Seller before 31 December 2022, the provisions of the Polish Civil Code, and in particular Articles 556-576 of the Civil Code, apply in the version in force up to 31 December 2022. These provisions specify in particular the basis and scope of the Seller’s liability towards the Customer if the Product sold has physical or legal defects (warranty). In accordance with Article 558 § 1 of the Civil Code, the Seller’s liability for a Product under warranty towards a Customer who is not a consumer is excluded.

2. In the event of a complaint about a Product – a movable property (including a movable property with digital elements), but excluding a movable property that only serves as a medium for digital content – purchased by a Customer on the basis of a Sales Agreement concluded with the Seller after 1 January 2023, the provisions of the Polish Act on Consumer Rights, and in particular Articles 43a-43g of the Act, apply in the version in force from 1 January 2023. These provisions specify in particular the basis and scope of the Seller’s liability towards the Customer if the Product sold does not comply with the Sales Agreement.

3. In the event of a complaint about a Product – a digital service or content or a movable property that only serves as a medium for digital content – purchased by a Customer on the basis of a Sales Agreement concluded with the Seller after 1 January 2023 or prior to that date if such Product was to be provided or was provided after that date, the provisions of the Polish Act on Consumer Rights, and in particular Articles 43h-43q of the Act, apply in the version in force from 1 January 2023. These provisions specify in particular the basis and scope of the Seller’s liability towards the Customer if the Product sold does not comply with the Sales Agreement.

10. The provisions contained in clause 6(8).b-c of the Terms and Conditions concerning the consumer shall also apply to Customers who are natural persons concluding an agreement directly related to their business activity, provided that the content of such agreement specifies that it does not have a professional character for this person, resulting in particular from the object of his/her business activity as specified based on the provisions on the Central Register and Information on Business Activity.