• “Black Friday” and “Cyber Monday” are embedded in the retail calendar for good and are officially regarded as the beginning of Christmas shopping season. However, the terms of various promotions and offers are not equal.
• It is worth knowing what sellers are obliged to do, and thus what rights consumers have.
• The European Consumer Centre (ECC) and the Office of Competition and Consumer Protection (UOKiK) remind us about them.

Shopping in brick and mortar stores

• Can I claim a refund for an item I bought?

Yes, if an item is faulty; should this be the case, please contact the seller within 2 years of an item delivery. However, if you accepted a discount for a specific, clearly stated fault, you cannot claim a refund for that fault.

• What are my options when claiming for refund?

You may request a repair, replacement or price reduction. A retailer must consider such a claim within 14 days; if it fails to meet this deadline, the claim is deemed accepted. If an item fault is serious, you may cancel the contract and reimburse an item in full. To file a claim, it is best to have a proof of purchase (receipt).

• Can I return an item?

The option of returning depends on a seller’s goodwill gesture as the seller sets the terms thereof. It is worth asking about it before making a purchase.

• What if the scanned price is higher than the shelf or advertised price?

In such a case, the lower price will be honoured.

On-line shopping

• Do I have to check the package in the presence of a courier?

If it is obvious that the packaging is damaged, open it in the presence of a courier and write a report, if necessary. If you do not want or cannot check the package in the presence of a courier, take pictures and make a video when opening it.

• Who is responsible if an item gets damaged during shipping?

If a courier was chosen by a seller, the seller (on-line shop) is responsible for getting an item to you in a described condition.

• How long should it take to deliver an on-line order?

Your item must be delivered no later than within 30 days from the day you bought it. This deadline applies in all EU countries. If it takes more time, you have the right to cancel an order and seek a refund.

• Can I return a discounted item?

You have 14 days to do so, but an item must not show any signs of use. There are exceptions to this rule, e.g. goods tailored to customer’s personal requirements (like engraved jewellery), CDs, DVDs, Blu Rays or board games with the security seal not in-tact are not returnable.

• What is the safest way to pay?

The safest way to pay in another European Union country is with your credit card. If a seller fails (e.g. does not deliver an item within 30 days), you can report it to the bank to initiate a chargeback procedure.

Cost-free advice: 28 November (Thursday)

For more tips, come see us this Thursday at 12.00. You will learn more, not only about your rights, but also about the most popular tricks sellers use to get ahead. The ECK and UOKiK experts will answer your questions.

You don’t have to register, just click on the link below and enter your name or nickname: https://konsument.gov.pl/aktualnosci/lunch-przed-black-friday/

NOTE: we recommend using Chrome or Internet Explorer.

Additional information for the media:

UOKiK Press Office
Pl. Powstańców Warszawy 1, 00-950 Warszawa, Poland
Phone +48 695 902 088, +48 22 55 60 246
E-mail: [SCODE]Yml1cm9wcmFzb3dlQHVva2lrLmdvdi5wbA==[ECODE]
Twitter: @UOKiKgovPL

The European Consumer Centre
Katarzyna Słupek
Phone: 22 55 60 248
E-mail: [SCODE]a2F0YXJ6eW5hLnNsdXBla0Brb25zdW1lbnQuZ292LnBs[ECODE]
Twitter: @ECCPoland
Facebook: @Europejskiecentrumkonsumenckie
Aplikacja ECC-Net Travel
Newsletter