Return and Complaint Policy in the Online Store

1. If the purchased product does not comply with the contract or has physical defects, the Customer has the right to file a complaint based on:

• a) the regulations provided in the Act of July 27, 2002, on specific terms of consumer sales and amendments to the Civil Code (Journal of Laws No. 141, item 1176, as amended), in cases where the product does not comply with the contract,
• b) the regulations provided in the Civil Code regarding warranty for defects.

2. To file a complaint, the Customer is required to notify the store via email at info@cocochoco.com.pl and then proceed according to the provided instructions.

3. When specifying claims based on the procedure outlined in item 1a, the Customer has the right to request that the product be brought into conformity with the contract through free repair or replacement, unless repair or replacement is impossible or would involve excessive costs. If the Store is unable to fulfill the specified claims, the Customer has the right to demand an appropriate price reduction or may withdraw from the contract.

4. When specifying claims based on the procedure outlined in item 1b, the Customer has the right to withdraw from the contract or demand a price reduction. The Customer cannot withdraw from the contract if the Store immediately, but no later than within 14 days, replaces the defective product with a defect-free one or promptly removes the defects. This limitation does not apply if the product has already been replaced or repaired by the Store, unless the defects are insignificant.

5. The Store is liable for the non-conformity of the consumer product with the contract (item 1a) only in cases and under conditions specified by law.

6. The Store is liable for product defects under warranty (item 1b) in cases and under conditions specified by law.

7. The Store will review complaints within 14 days from the date the Store receives the complaint along with the complete, claimed product.

8. The Store reserves the right to refuse to recognize a complaint if any modifications to the product have been made by the Customer.

9. The Store reserves the right to refuse to recognize complaints in cases of: sole fault of the user, mechanical damage, improper maintenance, or use of the product contrary to instructions.

10. The Store reserves the right to cancel an order without providing a reason.

11. The costs of shipping the claimed product will be reimbursed to the Customer within 14 days from the date the complaint is recognized.