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Returns and complaints

Returns and complaints

Withdrawal from the contract

As a consumer, you have the right to withdraw from a distance contract. To do this, you must contact us by e-mail at and submit a declaration of withdrawal from the contract.

Return the returned item to us immediately to the following address:

HSNF LTD, DC 1B, Prologis Park I, Poznańsk 16B, 62-080, Sady, Poznań, Poland , no later than within 14 days of withdrawal from the contract. You can withdraw from the contract within 30 days .

The fourteen-day period for withdrawal from the contract begins:

  • for a contract in which we deliver an item and are obliged to transfer its ownership - from taking possession of the item by you or a third party indicated by you other than the carrier,
  • for digital content - from the date of conclusion of the contract.

To meet the deadline, it is enough to send the declaration before its expiry.

We will refund the payments you have made, including the costs of delivering the items in accordance with the terms specified in the regulations, immediately, but no later than within 14 days from the date of receipt of your declaration of withdrawal from the contract.

We may withhold the refund of the payment received from you until we receive the item back or you provide proof of sending it back, depending on which event occurs first.


If the goods purchased from us turn out to be defective, you have the right to make a complaint based on the warranty. It is best to submit a complaint to the following e-mail address: or by post to the following address: ul. Prymasa Stefana Wyszyńskiego 11, 05-220 Zielonka.

If you are not a consumer, we are liable to you only up to the amount of the order you placed, within one year of delivery of the goods. The following provisions apply to consumers.

The complained goods should be sent to the following address: HSNF LTD, DC 1B, Prologis Park I, Poznańsk 16B, 62-080, Sady, Poznań, Poland,

Due to the defect, you can request:

  • exchanging items for ones free from defects,
  • removal of the defect,

or submit a statement about:

  • withdrawal from the contract

We are liable to you for defects discovered within two years from the date of delivery of the item.

As a rule, you can submit a complaint within one year of noticing the defect , but the time for filing a complaint cannot end before the seller's liability period expires.

Your complaint will be considered (response to it) within 30 days from the date of our receipt of your complaint.

More information about complaints can be found in our Terms and Conditions of Sale.

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