🛒 Consumer RightsRefunds for Faulty Goods and Services in Poland — Know Your Rights
Understand your consumer rights in Poland when goods or services are faulty. Learn how to claim a refund, repair, or replacement under Polish law.
Last verified: April 2026
In Poland, consumers are strongly protected by law when they purchase goods or services that turn out to be defective or not as described. The key legal framework comes from the Polish Civil Code and EU consumer protection directives, which give you clear rights to seek a remedy from the seller. Knowing these rights can save you time, money, and frustration when something you buy does not meet expectations.
⚖️ Your Key Rights
- ✓You have the right to a free repair or replacement when goods you purchased are faulty or do not match their description, within a two-year warranty period (rękojmia) from the date of purchase.
- ✓If a repair or replacement is impossible, disproportionately costly, or has already failed, you have the right to demand a price reduction or a full refund.
- ✓For online and distance purchases, you have an additional 14-day right to withdraw from the contract without giving any reason, provided the goods are returned in their original condition.
- ✓You are entitled to have any defect reported within two years of delivery addressed by the seller, and from January 2023 digital goods and services carry a two-year conformity guarantee as well.
- ✓The seller — not the manufacturer — is primarily responsible for handling your complaint; you do not need to go to the manufacturer first.
- ✓If a fault appears within one year of purchase (two years for contracts concluded from January 2023 onward), the law presumes the defect existed at the time of delivery, so the burden of proof is on the seller to show otherwise.
- ✓You have the right to file a complaint free of charge and in writing, and the seller must respond within 14 days or your complaint is automatically considered accepted.
📋 Common Situations Explained
Buying a faulty appliance from a store
If your washing machine or television breaks down within the two-year rękojmia period, you can submit a written complaint to the store where you bought it. The seller must first offer a repair or replacement; only if that fails or is not possible can you demand a price reduction or full refund.
Online shopping and unwanted or defective items
When shopping online, you have 14 days from receiving the item to return it for any reason under the withdrawal right. If the item is also defective, you can additionally rely on the two-year rękojmia, giving you stronger remedies including a full refund if the fault cannot be properly fixed.
Faulty service — e.g., a botched repair or renovation
If a tradesperson or company performs a service poorly — such as a car mechanic who fails to fix the reported problem — you can use the rękojmia rules for services to demand the work be redone at no extra cost, or claim a price reduction. The two-year period applies from the date the service was completed.
Digital products and subscriptions not working as promised
Since January 1, 2023, Polish law specifically covers digital goods (apps, software, streaming subscriptions) and digital services. If they do not function as described or stop receiving promised updates, you can demand they be brought into conformity, receive a price reduction, or withdraw from the contract.
Seller refuses to accept your complaint
If a seller refuses to acknowledge your complaint or simply does not respond within 14 days, your complaint is legally deemed accepted under Polish law. You can then escalate the matter to the Office of Competition and Consumer Protection (UOKiK) or seek free mediation through a Regional Consumer Ombudsman (Rzecznik Konsumentów).
🚀 What To Do
- 1Document the defect as soon as you discover it — take photographs, keep receipts, and note the date of purchase and the date the problem appeared.
- 2Submit a written complaint (reklamacja) to the seller — in person, by registered mail, or by email — clearly describing the defect and stating what remedy you want (repair, replacement, price reduction, or refund).
- 3Keep a copy of your complaint and any acknowledgment from the seller; the seller has 14 calendar days to respond, and silence counts as acceptance of your claim.
- 4If the seller rejects your complaint or offers an unsatisfactory remedy, contact your local Consumer Ombudsman (Miejski lub Powiatowy Rzecznik Konsumentów), who can advise you and intervene on your behalf for free.
- 5Consider free out-of-court dispute resolution through the Trade Inspection (Inspekcja Handlowa) mediation service or the UOKiK-registered arbitration courts, which handle consumer disputes quickly and at no cost.
- 6If all else fails, you may take the matter to a civil court (sąd cywilny); for claims up to 20,000 PLN, a simplified procedure (postępowanie uproszczone) applies, making the process faster and less expensive.
👨⚖️ When to Get a Lawyer
Consider seeking professional legal advice if the seller is refusing a clearly valid claim for a high-value item or service, or if the dispute involves significant financial harm, complex contractual terms, or potential fraud. A consumer law solicitor or legal aid clinic can help you assess whether court action is worthwhile.
🔗 Official Resources
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