Documents
Returns, withdrawal and complaints
Status
Draft — this document is awaiting legal review and may change before the store opens.
At a glance. Test order (before launch): nothing to send back or fill in; we order a full refund automatically within minutes of payment. Changed your mind after a purchase: 14 days from receiving the parcel to withdraw without giving reasons. Something wrong with the product: file a complaint; we answer within 14 days and pay for the replacement. Subscription: skip, pause, change cycle or cancel in one click in your account, free.
§ 1. Withdrawal (14 days). Consumers may withdraw within 14 days without giving reasons (art. 27 Polish Consumer Rights Act, "CRA", Dz.U. 2026 item 1244), counted from receipt (for subscriptions, of the first box). E-mail, letter or the account form; the model form is optional; sending in time is enough. Return the product within 14 days to [do uzupełnienia]; [do uzupełnienia]. We refund everything including the cheapest standard delivery within 14 days, by the same payment method, and may wait for the product or proof of sending. Opened packaging: our products are animal feeds supplied in packs with a seal that breaks on opening; the CRA excludes withdrawal for sealed goods that cannot be returned after unsealing for health or hygiene reasons (art. 38(1)(5)). Our voluntary policy: [do uzupełnienia]. You are liable for loss of value from use beyond what is needed to establish the product's nature (art. 34(4)). Subscriptions can be cancelled at any time regardless.
§ 2. Complaints. We are liable for non-conformity existing at delivery and revealed within 2 years (or until the best-before date, if later) (art. 43c CRA). You may ask for replacement, and where that fails or the defect is material, a price reduction or withdrawal (art. 43d–43e). E-mail [do uzupełnienia] with the order number, the issue and what you expect; a photo of the label (batch number and best-before date) helps. We reply within 14 days by e-mail; no reply in time means the complaint is accepted (art. 7a). We pay replacement costs. If your animal reacted to the product: stop feeding it, contact your vet and write to us with the batch number. We do not give veterinary advice.
§ 3. Pre-launch test orders. Until [do uzupełnienia] we accept test orders only: you pay a real amount, the product is not shipped, and we order a full refund automatically within minutes. You don't need to do anything. The refund goes to the same payment method; when it appears depends on your bank (usually a few business days). No cost to you. Once the payment operator confirms the refund, we e-mail you the confirmation and your founding code. Stripe may also send its own automatic payment confirmation — it is the same payment. If the refund isn't confirmed within 30 minutes or fails, you get an e-mail that the refund is in progress and our team handles it until done. A test subscription is cancelled right after payment; any further charge would be refunded automatically. Limits: 1 item per order, 1 test order per person per 24 hours; orders over the limit are declined and fully refunded (no code). No refund after 10 business days? Write to [do uzupełnienia] with the order number and we'll send the refund reference (ARN) your bank can trace. Until Calbo's own payment account is live, test-order payments and refunds go through [do uzupełnienia].
§ 4. Disputes. Free help from your local consumer ombudsman (rzecznik konsumentów) or the Trade Inspection in Kraków (terms § 12, https://polubowne.uokik.gov.pl).