🛒 Consumer RightsOnline Shopping Returns & Withdrawal Rights in Poland
Understand your legal rights to return online purchases in Poland, including the 14-day withdrawal period, refund rules, and how to make a complaint.
Last verified: April 2026
When you shop online in Poland, you are protected by strong consumer rights under Polish law and EU regulations, including the right to return most purchases without giving any reason. These rules apply to contracts concluded at a distance — meaning by internet, phone, or mail — and are designed to compensate for the fact that you cannot physically inspect goods before buying. Knowing these rights can save you money and stress when a purchase does not meet your expectations.
⚖️ Your Key Rights
- ✓You have the right to withdraw from an online purchase within 14 calendar days from the day you receive the goods, with no reason required.
- ✓If the seller did not inform you of your withdrawal right, the withdrawal period is extended to 12 months and 14 days.
- ✓You are entitled to a full refund of the purchase price, including the basic (cheapest standard) delivery cost paid, within 14 days of the seller receiving your withdrawal notice.
- ✓The seller may withhold your refund until they receive the goods back or you provide proof of return shipment — whichever comes first.
- ✓You may be charged for the direct cost of returning the goods, but only if the seller clearly informed you of this before you placed the order.
- ✓If the goods arrived damaged, defective, or do not match the description, you also have separate warranty (rękojmia) rights lasting at least two years, independent of the withdrawal right.
- ✓Certain goods are excluded from the 14-day withdrawal right, including custom-made items, sealed hygiene or health products that have been opened, digital content already downloaded, and perishable goods.
📋 Common Situations Explained
You changed your mind after receiving a product
Under Polish law implementing EU Directive 2011/83/EU, you can return any eligible online purchase within 14 days of delivery simply because you changed your mind. You do not need to explain yourself to the seller. The seller must refund you within 14 days of receiving your return or proof of postage.
The seller refuses to accept your return
If a seller wrongly refuses your withdrawal request within the 14-day period, they are in breach of Polish consumer law. You should document your withdrawal notice in writing (email is sufficient) and escalate the complaint to the Office of Competition and Consumer Protection (UOKiK) or the Trade Inspection (Inspekcja Handlowa). You may also use the EU Online Dispute Resolution platform if the seller is based in another EU country.
The product arrived damaged or faulty
A defective product is covered by the statutory warranty (rękojmia) under the Civil Code, giving you at least two years to claim a repair, replacement, price reduction, or full refund. This right exists separately from and in addition to the 14-day withdrawal right, and the seller cannot exclude it.
The seller did not inform you about your withdrawal right
Polish law requires sellers to clearly inform you of your right to withdraw before you complete a purchase. If they failed to do so, your 14-day withdrawal window is automatically extended to 12 months and 14 days from the date you received the goods, giving you far more time to decide to return the item.
You bought digital content or a subscription online
For digital content delivered immediately (such as a downloaded film or software), you lose the right to withdraw once download has begun — but only if you explicitly consented and acknowledged losing the withdrawal right before purchase. Ongoing subscriptions or services generally follow the same 14-day rule from the date the contract was signed.
🚀 What To Do
- 1Step 1: Check that your purchase is eligible — confirm it was bought online and does not fall into an excluded category (custom-made, opened hygiene products, perishables, etc.).
- 2Step 2: Send a written withdrawal notice to the seller within 14 calendar days of receiving the goods. Use email or a contact form and keep a copy; you can use a simple statement such as 'I hereby withdraw from the contract dated [date] for [product name].'
- 3Step 3: Package the goods securely and return them to the seller within 14 days of sending your withdrawal notice. Use a tracked or recorded postal service so you have proof of return.
- 4Step 4: Monitor the refund — the seller must return all payments (including standard delivery costs) within 14 days of receiving the goods back or your proof of postage, whichever is earlier.
- 5Step 5: If the seller does not refund you on time or refuses your withdrawal, submit a formal written complaint to the seller first, citing your rights under the Act on Consumer Rights (Ustawa o prawach konsumenta).
- 6Step 6: If the complaint is ignored or rejected, contact the Trade Inspection (Inspekcja Handlowa) for free mediation, file a complaint with UOKiK, or use the EU ODR platform for cross-border disputes.
👨⚖️ When to Get a Lawyer
Consider seeking legal advice if the seller is demanding payment you believe you do not owe, if the disputed amount is significant, or if mediation and complaints to official bodies have not resolved the matter. A consumer law solicitor or legal aid service can help you pursue a court claim efficiently.
🔗 Official Resources
Have a specific question?
Describe your exact situation and get a personalised answer — free.
Ask Rightify →This guide provides general legal information only, not legal advice. Laws may change — always verify with official sources or a qualified lawyer.