• On the occasion of the World Consumer Rights Day, we have launched a new version of the consumers’ rights website: prawakonsumenta.uokik.gov.pl.
• We have changed the graphic layout and updated the content.
• The most recent amendments to the regulations also pertain to complaints – we remind you what rights you have!

On Wednesday was the World Consumer Rights Day. We have celebrated it every year on the anniversary of the US President John F. Kennedy’s speech. On 15 March 1962, he announced that we all were consumers and formulated four fundamental rights for each of us: right to information, choice, security and representation.

- It is extremely important for consumers to be aware of their rights and to be able to enforce them. This year has been started with major legislative changes. Their aim is to protect consumers even better, including in the digital world, where we enter into transactions more and more frequently. Don’t you know how to take advantage of the new regulations? You can find hints on the updated prawakonsumenta.uokik.gov.pl website. Get to know, use and share information! – encourages Tomasz Chróstny, President of UOKiK.

The prawakonsumenta.uokik.gov.pl website was established in 2014. Since then, it has been visited more than 13 million times. Following the usefulness studies, we have adapted it even better to consumers’ needs. We have changed the graphic layout. We have emphasised the information about complaints and aid-providing institutions. Additionally, we have updated the content taking into account the latest legislative changes.

Prawakonsumenta.uokik.gov.pl is a practical guide to the most important consumer’s rights: the right to information, complaint or withdrawal from a distance or off-premises contract. In addition to the knowledge served in a nutshell, you will also find here specimens of letters, infographics, answers to FAQ and contact details with institutions providing free consumer advice.

Complaints under new rules

Since 1 January 2023, the complaint-related provisions have been amended. Complaints may be submitted either for non-conformity with the contract or on the basis of a guarantee. It is up to the consumer to choose which path they will take, but one does not restrict the possibility of using the other.

- The right to a complaint is one of the most important consumers’ rights. We are entitled to it whenever we buy some defective goods – it doesn’t matter if it cost one zloty or a few thousand zlotys. Let’s not hesitate to use it when a product or service is not in line with the contract. On the basis of the new legislation, you may demand a repair or replacement in the first place. This corresponds with the idea of sustainable consumption – says Tomasz Chróstny, President of UOKiK.

You may submit a complaint for non-conformity with the contract at the seller’s. You can do this, for example, when the product proves defective, is incomplete, does not meet the needs that you have communicated to the seller, differs from the sample or model presented before the purchase. Remember to keep the proof of purchase – this may be e.g. receipt, card payment confirmation, e-mail.

First of all, you can request repair or replacement. Reimbursement (partial or full) will be possible at the next stage of the claim, e.g. after the seller has refused or is unable to repair or replace the goods within a reasonable period of time. An exception will be a situation where non-conformity with the contract is significant, e.g. the product is not suitable for use – then you can immediately demand withdrawal from the contract or price reduction.

Complaints should preferably be filed as soon as possible after noticing a defect. The seller must handle it within 14 days. If they have not responded within that timeframe, your request is deemed to have been accepted. Remember that you do not incur any costs related to the complaint of non-conforming goods, including the costs of delivery of the product for repair.

The seller will be liable for defects for two years from the delivery of the goods. However, during that entire period, there is a presumption that the non-conformity existed already at the time of the purchase. On the other hand, the limitation period for complaints is now six years.

You can also complain about a product on the basis of a guarantee if the entrepreneur (a manufacturer, importer, distributor, seller) has granted it. In this case, the rules described in the guarantee will apply. However, they cannot be less favourable for a consumer than the conditions provided by the entrepreneur in the advertisement. If the guarantee does not specify its time limit, it is deemed to be 2 years after the goods have been released.

Remember, it is up to you to decide whether you file a complaint with the seller for non-compliance with the contract or whether you will benefit from the manufacturer’s guarantee. Check which option is more favourable for you in a specific situation. The seller must not impose anything.

In the event of a dispute with an entrepreneur, you can take advantage of free legal aid. Such aid is provided, for example, by municipal and district consumer ombudsmen.

If you want to know more, enter prawakonsumenta.uokik.gov.pl website - get to know, use and share information!

Consumer Support:

Phone: 801 440 220 or 222 66 76 76 – consumer helpline
E-mail: [SCODE]cG9yYWR5QGRsYWtvbnN1bWVudG93LnBs[ECODE]
Consumer Ombudsmen – in your town or district
Trade Inspection Authority – in your province
Financial Ombudsman - when a complaint has been rejected by a financial institution
European Consumer Centre - 22 55 60 600 – in cross-border cases involving the EU, Norway, Iceland and the United Kingdom

Additional information for the media:

UOKiK Press Office
pl. Powstańców Warszawy 1, 00-950 Warszawa, Poland
Phone: 22 55 60 246
Email: [SCODE]Yml1cm9wcmFzb3dlQHVva2lrLmdvdi5wbA==[ECODE]
Twitter: @UOKiKgovPL
You can also follow us on Instagram: @uokikgovpl