Returns and complaints

Convenient automated return portal: start a return.

Section 1. Withdrawal from the contract

1. A customer who is a consumer or an entrepreneur referred to in Article 7aa of the Polish Consumer Rights Act (a “Privileged Entrepreneur”) has the statutory right to withdraw from the sales contract within 14 days of receiving the Goods, without giving a reason, subject to the exceptions listed below.
2. To meet the withdrawal deadline, it is sufficient to send a withdrawal statement within that period:
   • by email to info@gtwgear.com; or
   • in writing to: ul. Oławska 16A, 55-020 Stary Śleszów, Poland.
3. The statement may be submitted using the model withdrawal form, but use of the form is not mandatory. The Seller will promptly confirm receipt of the withdrawal statement by email.
4. The customer must then return the Goods at their own expense within the following 14 days to: ul. Oławska 16A, 55-020 Stary Śleszów, Poland.
5. The Seller will refund, without undue delay and no later than 14 days after receiving the withdrawal statement:
   • the price of the Goods; and
   • the original delivery cost up to the cost of the least expensive standard delivery method offered by the Store.
6. The Seller may withhold the refund until the Goods are received back or the customer supplies proof that they have been returned.
7. The refund will be issued using the same payment method used for the original transaction unless the customer expressly agrees otherwise.
8. The customer is liable for any reduction in the value of the returned Goods resulting from handling beyond what is necessary to establish their nature, characteristics, and operation.

Section 2. Exceptions to the right of withdrawal

The right of withdrawal does not apply to contracts for Goods that are:

1. made to the consumer’s or Privileged Entrepreneur’s specifications or clearly personalized;
2. liable to deteriorate or expire rapidly;
3. delivered in sealed packaging and unsuitable for return for health-protection or hygiene reasons once opened;
4. sealed audio or video recordings or computer software on a physical medium where the seal was opened after delivery;
5. inseparably combined with other goods after delivery due to their nature;
6. newspapers, periodicals, or magazines, except subscription contracts;
7. priced according to fluctuations in the financial market beyond the Seller’s control that may occur before the withdrawal period expires; or
8. alcoholic beverages whose price was agreed when the sales contract was concluded, which can be delivered only after 30 days and whose value depends on market fluctuations beyond the Seller’s control.

Section 3. Complaints

1. The Seller must supply Goods that conform to the contract.
2. For consumers and Privileged Entrepreneurs, the Seller is liable for conformity of the Goods under the Polish Consumer Rights Act. For other customers, liability is governed by the Polish Civil Code.
3. Complaints may be submitted by email to info@gtwgear.com or in writing to: ul. Oławska 16A, 55-020 Stary Śleszów, Poland.
4. The Seller will respond in the same form in which the complaint was submitted—by email or in writing—within 14 days of receiving it.
5. If dissatisfied with the handling of a complaint, a consumer or Privileged Entrepreneur may use out-of-court complaint and redress procedures in addition to proceedings before a court of general jurisdiction.
6. Available options include requesting mediation from the competent Provincial Inspectorate of Trade Inspection, seeking assistance from a district or municipal consumer ombudsman or consumer organization, or applying to a permanent consumer arbitration court. The former EU ODR platform stopped accepting complaints on March 20, 2025 and ceased operating on July 20, 2025.
7. Additional information on out-of-court complaint and redress procedures is available from the Polish Office of Competition and Consumer Protection at polubowne.uokik.gov.pl.