Returns and complaints

Withdrawal from the contract

If you are a consumer, you generally have the right to withdraw from a distance contract. Send us a clear statement of withdrawal, for example by email to sklep@serowar.pl, or use the online returns form.

You may withdraw within 14 days. For goods, this period starts when you or a third party you designate, other than the carrier, take possession of them. For digital content, it starts on the date the contract is concluded. Sending the statement before the deadline is sufficient.

Return the goods promptly, no later than 14 days after withdrawal, to ul. Sowińskiego 24/U11, 70-230 Szczecin, Poland.

We will refund your payments, including delivery costs on the terms set out in our terms and conditions, promptly and no later than 14 days after receiving your withdrawal statement. We may withhold reimbursement until we receive the goods or evidence that you have returned them, whichever occurs first.

The right of withdrawal does not apply, among other cases, to:

• non-prefabricated goods made to your specifications or personalised to your needs;
• goods that deteriorate rapidly or have a short shelf life;
• sealed goods unsuitable for return for health or hygiene reasons if unsealed after delivery;
• sealed audio/video recordings or computer software unsealed after delivery;
• digital content not supplied on a tangible medium if performance began with your express consent before the withdrawal period expired and after the trader informed you of the loss of that right.

For these reasons, and to maintain the highest product quality, we do not accept returns of refrigerated products such as rennet, starter cultures and similar products.

See our terms and conditions for details. You may use the automatic returns form.

Complaints

If your goods are defective, you may make a claim under the seller’s statutory liability for defects (rękojmia). Email sklep@serowar.pl or write to ul. Sowińskiego 24/U11, 70-230 Szczecin, Poland.

Send the goods to this address or arrange a courier collection with us at Serowar.pl’s expense.

You may request replacement with defect-free goods or repair, declare a price reduction or, for a material defect, withdraw from the contract.

We are liable for defects identified within two years of delivery. Generally, a claim may be made within one year of discovering the defect, but this deadline cannot expire before the seller’s liability period ends.

We will respond within 14 days of receiving your complaint. Further information is available in our terms and conditions.