Refura sp. z o.o.
Last Updated: November 12, 2025
Kalwaryjska 69 lok. 9, 30-504 Kraków, Poland
Email: [email protected]
This Refund & Returns Policy explains how returns, refunds and complaints work when you buy from Refura.pl (the "Store"). It is based on your rights under EU and Polish consumer law and our internal processes.
Nothing in this policy limits your statutory consumer rights.
This policy should be read together with our Terms & Conditions. If there is any inconsistency between this Refund & Returns Policy and our Terms & Conditions, the Terms & Conditions shall prevail to the extent permitted by law. In any case, your statutory consumer rights always apply.
There are two main ways you can return products:
This Section applies only to Consumers and Entrepreneur-Consumers.
Business Customers are not entitled to a statutory 14-day withdrawal from the contract. We may accept returns from Business Customers purely as a matter of goodwill, subject to our prior written consent and on individually agreed conditions.
If you are a consumer or an entrepreneur-consumer (sole trader buying for non-professional purposes), you can withdraw from a distance contract without giving any reason within 14 days.
Within 14 days:
Send us a clear statement that you wish to withdraw, for example:
You may (but do not have to) use the model withdrawal form available on our website.
Your notice is on time if you send it before the 14-day period expires.
After sending your withdrawal notice, you must send the product back to the return address indicated in our instructions:
You may handle and inspect the product only as you would in a physical store:
Note: Original packaging is not required for returns, but please pack the product safely so it is not damaged in transit.
For refurbished goods, normal wear and tear consistent with the stated grade on the product page is acceptable and will not result in a deduction.
If the product is returned with diminished value due to excessive handling, we may reduce your refund accordingly, as allowed by EU law.
For 14-day change-of-mind returns by Consumers and Entrepreneur-Consumers, you pay the direct cost of return shipping, unless we explicitly offer free returns for that product or promotion.
You are free to choose any carrier, but we recommend using a tracked shipment.
In the case of returns by Business Customers accepted by us as a matter of goodwill, the Business Customer bears the full cost and risk of returning the goods, unless we explicitly agree otherwise in writing.
When you withdraw within 14 days:
We will refund you without undue delay and in any event within 14 days of being informed of your decision to withdraw.
We may withhold the refund until we have received the goods back or you have provided proof of having sent them back, whichever comes first.
Refunds are made using the same payment method you used for the original transaction, unless we agree otherwise.
You will not incur any fees for the refund itself.
The rules in this Section concerning lack of conformity of goods with the contract apply to Customers who are Consumers or Entrepreneur-Consumers, in accordance with the Polish Consumer Rights Act.
In relations with Business Customers, the provisions of the Civil Code apply, and we may limit or exclude statutory liability to the extent permitted by law. In contracts concluded exclusively with Business Customers, our statutory liability for defects (rękojmia) is excluded to the maximum extent permitted by the Civil Code. Any liability for defects will arise only from an expressly agreed commercial warranty (if granted).
Apart from the 14-day withdrawal right, you also have a legal guarantee if the product is not in conformity with the contract (e.g. it stops working properly, is not as described, has hidden defects).
All products sold by Refura are refurbished goods. The statutory warranty period is 1 year from delivery, as permitted by Polish law for used goods.
During this period, you have the right to repair, replacement, price reduction, or refund if defects are discovered.
A product has a defect or lacks conformity if:
If you're unsure whether an issue is a defect or normal wear for your product's grade, please contact us with photos and we'll assess it.
If the product is not in conformity, you may request, in this order:
We will always follow the order and conditions set by applicable EU and Polish law when handling your complaint.
Please contact us as soon as you notice the problem:
Email: [email protected] (or use the complaint form in your account, if available)
Include:
We will respond without undue delay, usually within 14 days. If we do not respond within 14 days, your complaint may be treated as accepted under applicable law.
If you are not satisfied with how we handle your complaint, you have the right to:
Nothing in this policy affects your right to seek resolution through these channels.
If the product is defective or not as described, we provide and pay for return shipping (for example, by sending you a prepaid label or arranging a courier pickup).
If you choose another return method on your own initiative, we will refund reasonable and documented shipping costs.
Once we receive the returned product:
Our technicians will inspect and test the device.
We will inform you. In such cases, we may:
In line with EU consumer rights law (Directive 2011/83/EU), the 14-day withdrawal right does not apply in particular to the following types of products:
If any of these exceptions apply to a product, we will clearly state this on the product page before you purchase.
These exceptions do not affect your legal guarantee rights for defective or non-conforming products under Section 4.
This policy applies to consumers and entrepreneur-consumers as defined by Polish law. Business customers who do not qualify as consumers may have different return conditions governed by our commercial agreement.
Refunds are made to the same payment method you used for the original transaction (card, online payment, bank transfer, etc.), unless we agree otherwise with you.
You will not incur any fees for the refund itself.
If a refund cannot be processed to the original payment method (for example, an expired or closed card), we will contact you to request alternative payment details so we can complete the refund.
You will receive an email confirmation once we issue the refund. Please note that your bank or payment provider may need several days to process it and show it in your account.
Nothing in this Policy extends any statutory consumer rights to Business Customers beyond what is expressly required by applicable Polish and EU law.
Where Polish law grants certain Consumer rights also to Entrepreneur-Consumers, those rights apply regardless of this Policy.
If you have any questions about returns, refunds, or complaints, please contact:
We'll do our best to resolve your issue quickly and fairly.
This Refund & Returns Policy is effective as of November 12, 2025.
Refura sp. z o.o. · Kraków, Poland
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