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A consumer who has concluded a distance or off-premises contract has the right to withdraw from the contract without giving any reason within 14 days. This is the so-called right of reflection, allowing the buyer to examine the goods and consider the reasonableness of the purchase.

The right to withdraw from an off-premises or distance contract is not allowed or limited in certain situations. This applies to contracts:

for the provision of services where the trader has performed the service in full with the express consent of the consumer, who has been informed before the performance begins that he will lose his right of withdrawal after the performance – e.g. online tutoring;
where the price or remuneration depends on fluctuations in the financial market which are independent of the trader and may occur before the end of the withdrawal period – e.g. sale of foreign currencies;
where the consideration is a non-prefabricated item made to the consumer’s specifications or intended to meet the consumer’s individual needs – e.g. an e-commerce order for a self-designed T-shirt;
in which the goods quickly deteriorate or have a short shelf life – e.g. foodstuffs: fruit, vegetables, dairy products;
in which the object of the performance is an item supplied in a sealed package which cannot be returned after opening for health or hygiene reasons, if the package has been opened after delivery, e.g. contact lenses;
where the object of the performance is goods which, by their nature, are inseparable from other goods after delivery – e.g. petrol poured into a car;
where the object of the performance is alcoholic beverages where the price has been agreed upon at the time of the conclusion of the sales contract, the delivery can only take place after 30 days and the value is dependent on fluctuations in the market which are beyond the trader’s control – e.g. high quality collector’s wines or whisky;
where the consumer has expressly requested the trader to come to the consumer for urgent repair or maintenance – e.g. tuning up a television set.
Please refer to the Shop Rules for other issues relating to returns and complaints.

The cost of returning the product is borne by the buyer.

For all return and complaint issues, please contact us on +48 32 441 28 15 and email

Return address:

RattaNeo Sp. z o.o.

Antoniewska 5

02-977 Warsaw