• Consumer, it is you who is supposed to look for bargains, not the other way around!
• Real problems of consumers, e-commerce red flags and educational shopping simulators.
• It is good to know the obligations of the sellers and your rights. Let us remind you.

"Check out hundreds of products at low prices", "you will save the most with us", "promotions of all major stores". The sales frenzy has started - Black Friday has begun! Every year, UOKiK receives complaints from consumers who fall into the trap of promotions - they concern, among other things, juggling prices, i.a. creating the impression that the promotion is attractive - by raising the price a few days earlier. Such actions may constitute unfair market practices, hence the Office already advises consumers to stay cautious and encourages businesses to stay reliable and honest towards their customers.

- The most important consumer right is the right to accurate information. With regards to "super bargains", it is worth remembering that whether the products are sold at a promotional or regular price, the same consumer rights apply. The right to make a claim is a fundamental right of every consumer - including those who buy on sale - explains Tomasz Chróstny, the President of the Office.

Vademecum for bargain hunters

- During Black Friday sales, electronic equipment, including TV sets, is among the most popular products. Please be reminded that terrestrial TV recipients will benefit from a new broadcasting standard next year - DVB-T2/HEVC. Most TV sets manufactured in recent years are dual-system ones, i.e. they can receive the current DVB-T system as well as the new DVB-T2 system. However, while buying a new TV set, one should verify whether the features of the set are adapted to the new standard - adds Tomasz Chróstny, the President of UOKiK.

Are you buying from a stationary store?

• Can I make a claim?

Yes. If the product has a defect, contact the seller within 2 years from the day of issue. The exception is a situation when the product has been discounted due to a defect and you have been informed about that.

• What can I ask for while making a claim?

You can request to have the product repaired, replaced or you can ask to have the price reduced. The seller has to investigate such a claim within 14 days - if the seller fails to meet the deadline, it is assumed that the seller has acknowledged the claim. If the defect is significant (e.g. damaged coating of elegant shoes), you can request withdrawal from the contract. To make a claim, you should have the proof of purchase such as, for example, a receipt, a VAT invoice or a bank statement.

• Can I return the product?

The possibility of returning the product depends on the goodwill of the seller and it is the seller who determines the terms and conditions. It's worth asking about that option before you purchase the product.

• What if the price at the checkout turns out to be higher than the one on the price tag?

You have the right to purchase the product at a price that is more favourable to you.

Do you prefer to do shopping online?

• When should I receive the purchased product?

Within 30 days from the date of placing the order, the deadline is valid in all EU countries. If it takes longer, you can withdraw from the contract.

• Can I return a discounted product?

You have 14 days to do so but the goods should not show any signs of use. There are exceptions to that rule, e.g. custom made items (engraved jewellery, curtains made to the size of your window), unsealed CDs or games. Please note that you cover the costs of returning the product to the seller.

• What is the safest way to pay?

Payment by credit card is the safest form of payment. In a situation when the seller fails to perform (e.g. does not deliver the goods within 30 days), you can contact the bank to initiate acharge back procedure. To do so, you need to submit a claim from to the bank. Then, the documents are forwarded to an appropriate service centre that contacts the seller. The entire procedure takes place without your active participation. If your claim is legitimate, you will receive a refund of any lost funds to your account.

If you are concerned about paying for your order in advance - choose the option cash on delivery. It is a type of courier service, which is paid for by the recipient at the time of collection. That form of payment is a good solution while ordering valuable products or testing a new online store.

You can receive free consumer guidance at:

• Consumer Helpline – for simple matters without analysis of documents, phone numbers: 801 440 220 and 22 290 89 16.
• Consumer E-Advice Centre – [SCODE]cG9yYWR5QGRsYWtvbnN1bWVudG93LnBs[ECODE].
• Consumer Ombudsmen in your city or county – www.uokik.gov.pl/pomoc
• Voivodeship Inspectorates of Trade Inspection – www.uokik.gov.pl/wiih.
• European Consumer Centre – for cross-border cases involving retailers in the European Union, the United Kingdom, Norway and Iceland. Website: https://konsument.gov.pl/

For more information, visit www.prawakonsumenta.uokik.gov.pl.

Consumer assistance:

Phone number: 801 440 220 or 22 290 89 16 – consumer hotline
E-mail: [SCODE]cG9yYWR5QGRsYWtvbnN1bWVudG93LnBs[ECODE]
Consumer Ombudsmen – in your town or county
Trade Inspection – in your voivodeship

Additional information for the media:

Press Office of the Office of Competition and Consumer Protection 

Pl. Powstańców Warszawy 1, 00-950 Warszawa

Phone number: 695 902 088, 22 55 60 246