Returns and Complaints

Withdrawal from the Agreement

If you are a consumer – you generally have the right to withdraw from a distance contract. You can withdraw from the agreement by submitting a declaration of withdrawal to us, for example by sending an email to: info@foodjack.co.

Remember that (according to Article 38 of the Consumer Rights Act), the right to withdraw from a distance contract does not apply to the consumer in relation to contracts, among others:

• where the price or remuneration depends on fluctuations in the financial market that are beyond the control of the Seller and may occur before the expiration of the withdrawal period;
• for the supply of goods made to the consumer's specifications or clearly personalized;
• for the supply of goods that are liable to deteriorate or expire rapidly;
• for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
• for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items;
• for the supply of sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery;
• for the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and with the acknowledgement that the consumer thereby loses the right to withdraw from the contract;
• for the supply of newspapers, periodicals or magazines, with the exception of subscription contracts.

You can withdraw from the agreement within 14 days. The 14-day period for withdrawal from the agreement begins:

• for contracts under which we deliver goods, from the date of taking possession of the goods by you or by a third party designated by you other than the carrier,
• for digital content, from the day of concluding the agreement.

To meet the withdrawal deadline, it is sufficient for you to send your statement before the withdrawal period expires.

We will reimburse you without undue delay, and in any event not later than 14 days from the day on which we are informed about your withdrawal from the agreement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Detailed information regarding the withdrawal from the agreement can be found in our Terms and Conditions.

Complaints

If you are a consumer, in the event that the goods purchased from us are defective, you have the right to file a complaint based on warranty. It is best to submit a complaint to the email address: info@foodjack.co or by post to the address: FoodJack Sp. z o.o., ul. Inżynierska 8, 67-100 Nowa Sól.

In connection with a defect, you may demand:

• the replacement of the goods with non-defective ones,
• the removal of the defect,

or submit a declaration of:

• price reduction,
• withdrawal from the agreement – in the case of a significant defect.

We will consider your complaint and respond to it within 14 days from the date of receiving your complaint. More information about complaints can be found in our Terms and Conditions.

An agreement between the Buyer and the Seller can be concluded in two ways.

The Buyer has the right to negotiate all provisions of the agreement with the Seller before placing an order, including changes to the provisions of the following terms and conditions. Such negotiations should be conducted in writing and addressed to the Seller.

In the event that the Buyer decides not to conclude an agreement through individual negotiations, the following terms and conditions and relevant legal provisions shall apply.