Returns and complaints

The information for the consumer about the right of the renouncement from the contract contained on the distance


As a consumer, you have the right to withdraw from the contract concluded in the Online Store within 14 days without giving any reason. The deadline to withdraw from the contract expires after 14 days from the date on which you came into possession of the item or in which a third party other than the carrier and indicated by you came into possession of the item. To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by regular mail or e-mail). You can send the declaration, for example:

  • in writing to the following address: Zone Pots Beata Warlikowska, Stary Toruń, ul. Jaśminowa 19, 87-134 Zławieś Wielka
  • in electronic form via e-mail to the following address: biuro@donice-meble.pl;

An exemplary model withdrawal form is included in Annex 2 to the Consumer Rights Act and additionally is available for download in PDF format - here. You can use the model withdrawal form, but it is not mandatory. To keep the deadline to withdraw from the contract, it is enough for you to send information regarding the exercise of your right to withdraw from the contract before the deadline to withdraw from the contract.

In the event of withdrawal from the contract, we return all payments received from you, including the cost of delivering the item (except for additional costs resulting from the delivery method chosen by you other than the cheapest method of delivery offered by us), immediately, and in any case no later than 14 days from the date on which we were informed about your decision to exercise the right to withdraw from this contract. We will refund the payment using the same payment methods that you used in the original transaction, unless you have explicitly agreed to a different solution; in any case, you will not incur any fees in connection with this return. We can withhold the return of the payment until receipt of the item or until proof of its return is provided to us, depending on which event occurs first.

If you received the item, please send it back or forward it to us at Zone Pots Beata Warlikowska, Stary Toruń, ul. Jaśminowa 19, 87-134 Zławieś Wielka, immediately, and in any case not later than 14 days from the date on which you informed us of your withdrawal from this contract. The deadline is met if you send back the item before the deadline of 14 days. You will have to bear the direct cost of returning the items. You are only responsible for reducing the value of things resulting from using it in a different way than was necessary to establish the nature, characteristics and functioning of things.


The provisions on the right of withdrawal for the consumer and specific provisions regarding entrepreneurs can be found in points 8 and 9 of the Regulations.


Procedures for complaints

Product complaint:

  1. The basis and scope of the Seller's liability towards the Customer, if the product sold has a physical or legal defect (warranty) is defined by generally applicable laws, in particular in the Civil Code. For Sale Contracts concluded until 24 December 2014, the basis and scope of the Seller's liability towards the Customer who is a natural person who purchases the Product for purposes unrelated to professional or commercial activity, for non-compliance with the Sales Agreement are defined by generally applicable laws, in particular the Act of 27 July 2002 on special terms of consumer sales and amending the Civil Code (Journal of Laws of 2002 No. 141, item 1176, as amended)
  2. The Seller is obliged to provide the Customer with a Product without defects. Detailed information regarding the Seller's liability due to a Product defect and Customer's rights are set out on the Online Store website in the "Returns and Complaints" tab.
  3. The complaint may be submitted by the Customer, for example:
    1. in writing to the following address: Stary Toruń, ul. Jaśminowa 19, 87-134 Zławieś Wielka;
    2. in electronic form via e-mail to the following address: biuro@donice-meble.pl;
    3. through the Customer Panel, clicking "Contact Us", for people with an active account in our store;
  4. It is recommended that the Customer provide in the description of the complaint: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the defect; (2) request a way to bring the Product into compliance with the Sales Agreement or a statement of price reduction or withdrawal from the Sales Agreement; and (3) contact details of the complaining party - this will facilitate and accelerate the complaint handling by the Seller. The requirements set out in the preceding sentence are only recommendations and do not affect the effectiveness of complaints filed without the recommended description of the complaint.
  5. The Seller shall respond to the Customer's complaint promptly, no later than within 14 calendar days from the date of its submission. Lack of the Seller's attitude in the above-mentioned period means that the Seller has considered the complaint justified.
  6. The Customer who exercises the rights under the warranty is obliged to deliver the defective Product at the expense of the Seller to the following address: Stary Toruń, ul. Jaśminowa 19, 87-134 Zławieś Wielka. If due to the type of the Product or the method of its installation, delivery of the Product by the Customer would be excessively difficult, the Customer is obliged to make the Product available to the Seller in the place where the Product is located.

Complaints related to the provision of Electronic Services by the Service Provider:

  1. Complaints related to the provision of Electronic Services via the Online Store may be submitted by electronic mail to the following address:: biuro@donice-meble.pl or in writing to: Zone Pots Beata Warlikowska, Stary Toruń, ul. Jaśminowa 19, 87-134 Zławieś Wielka
  2. It is recommended to provide in the above e-mail as much information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of irregularities and contact details - it will facilitate and accelerate the consideration of the complaint by the Service Provider.
  3. Consideration of the complaint by the Service Provider takes place immediately, no later than within 14 days.
  4. The Service Provider's response to the complaint is sent to the Customer's e-mail address provided in the complaint form or in a different way provided by the Client.

Complaints about non-performance or improper performance of payment processing:

Complaints for non-performance or improper performance of payment processing should be addressed first to the appropriate settlement agent directly to the email address, using the contact form or by phone - in accordance with the regulations on the electronic payment services of the given payment agent: PayPal at the address (https : //www.paypal.com/pl/selfhelp/home); dotpay at the address (http://www.dotpay.pl/kontakt)