Widerrufsrecht

RETURNS AND COMPLAINTS POLICY

PETSCHOICE.CLUB | petschoiceclub.pl

Effective from: 16 April 2026
Last updated: 30 April 2026

We care about our Customers’ satisfaction. Below you will find the rules concerning withdrawal from a contract, returns, and complaints regarding products purchased from the PETSCHOICE.CLUB online store.

1. Seller

The Seller is PETSCHOICE.CLUB ANTON ARKHYPENKO, with its permanent place of business at: ul. Przasnyska 4B/239, 01-756 Warsaw, Poland, Tax Identification Number (NIP): 5253066055, National Business Registry Number (REGON): 543081647, email: support@petschoiceclub.pl, phone: +48 800 003 058.

2. Right of Withdrawal

A Customer who is a consumer has the right to withdraw from a distance contract without giving any reason within 14 days from the day on which the Customer, or a third party designated by the Customer other than the carrier, takes possession of the goods.

To meet the deadline, it is sufficient to send the declaration of withdrawal before the expiry of the withdrawal period.

This Policy does not limit or exclude any consumer rights arising from applicable law.

3. Voluntary 30-Day Return Policy

In addition to the statutory right of withdrawal, PETSCHOICE.CLUB allows returns to be requested within 30 days of receiving the order, subject to the terms set out in this Policy.

The voluntary 30-day return policy:

• does not limit the statutory 14-day right of withdrawal;
• applies to products that may be accepted in accordance with the conditions described below;
• does not affect any exceptions to the right of withdrawal provided for under applicable law.

4. Conditions for Accepting Returns

A return may be accepted if:

• the product shows no signs of use beyond what is necessary to establish its nature, characteristics, and functioning;
• the product is complete;
• the product has been appropriately secured for return shipment;
• the return request includes the order number or other proof of purchase, such as an email confirmation, payment confirmation, or receipt.

The Customer is liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.

5. Products Excluded from Returns

The right of withdrawal does not apply to the Consumer only in cases provided for by applicable law, in particular Article 38 of the Polish Consumer Rights Act.

For products offered in the PETSCHOICE.CLUB store, the right of withdrawal may not apply in particular to:

• products supplied in sealed packaging that cannot be returned after opening for health protection or hygiene reasons, if the packaging has been opened after delivery;
• non-prefabricated products made to the Consumer’s specifications or clearly personalised, if such products are offered in the store;
• products which, after delivery, are inseparably mixed with other items due to their nature.

Gift cards are subject to the right of withdrawal under the terms provided for by applicable law, provided that they have not been used before the withdrawal period expires.

If a specific product is not subject to the right of withdrawal under applicable law, relevant information should also be provided on the product page.

6. How to Submit a Withdrawal or Return Request

To exercise the right of withdrawal or request a return, please send an email to: support@petschoiceclub.pl.

Please include:

• order number;
• first and last name;
• email address used when placing the order;
• information that you wish to withdraw from the contract or make a return;
• optionally, a contact telephone number;
• optionally, a brief reason for the return.

The Customer may also use the model withdrawal form attached to this Policy, although this is not mandatory.

After receiving your request, we will send you further instructions on returning the product.

7. Return Address

PETSCHOICE.CLUB
ul. Przasnyska 4B/239
01-756 Warsaw
Poland

8. Deadline for Returning the Product

In the event of withdrawal from the contract, the Customer should return the goods without undue delay and no later than 14 days from the day on which they informed us of the withdrawal.

To meet the deadline, it is sufficient to send back the goods before the expiry of the 14-day period.

9. Return Costs

In the event of withdrawal from the contract without giving a reason, the Customer bears the direct cost of returning the goods.

If a return, complaint, exchange, or collection of goods results from:

• our error;
• receipt of an incorrect product;
• receipt of a damaged product;
• a lack of conformity of the goods with the contract;

the cost of collection, shipping, repair, replacement, or refund is borne by the Seller.

10. Refunds

In the event of an effective withdrawal from the contract, we will reimburse all payments received from the Customer, including the cost of the least expensive standard delivery method offered in the store for the relevant order, without undue delay and no later than 14 days from the date on which we receive the declaration of withdrawal.

We may withhold reimbursement until:

• we receive the returned goods; or
• the Customer provides proof that they have sent back the goods,

whichever occurs first.

The refund will be made using the same payment method used by the Customer, unless the Customer expressly agrees to a different refund method that does not involve any additional costs for them.

11. Complaints — Lack of Conformity of Goods with the Contract

If the goods received are not in conformity with the contract, the Customer has the right to submit a complaint.

The Seller is liable to the consumer for any lack of conformity of the goods with the contract that existed at the time of delivery and becomes apparent within 2 years from the date of delivery.

A complaint may be submitted by email to support@petschoiceclub.pl or in writing to the Seller’s address.

To help us process your complaint efficiently, please provide:

• order number;
• first and last name;
• description of the problem;
• date on which the lack of conformity was noticed;
• photos of the product and packaging, where possible;
• the Customer’s requested remedy.

A receipt is not the only acceptable proof of purchase. A complaint may also be submitted on the basis of other proof of purchase, such as payment confirmation, an order confirmation email, or a bank statement.

12. Customer Rights When Making a Complaint

In the event of a lack of conformity of the goods with the contract, the Customer may first request:

• repair of the goods; or
• replacement of the goods with goods in conformity with the contract.

If:

• bringing the goods into conformity with the contract is impossible or would involve excessive costs;
• the Seller has not brought the goods into conformity with the contract within a reasonable time;
• the lack of conformity continues despite an attempt to bring the goods into conformity;
• the lack of conformity is significant;

the Customer may submit a declaration requesting a price reduction or withdrawal from the contract, where applicable law grants such a right in the particular case.

13. Complaint Response Time

We will respond to the complaint no later than 14 calendar days from the date of its receipt, where applicable law requires such a response in relation to the request made.

14. Product Exchanges

If the Customer wishes to exchange a product for reasons other than a lack of conformity with the contract, please contact us at: support@petschoiceclub.pl.

An exchange is possible depending on product availability. If an exchange is not possible, we may offer a refund or another solution agreed with the Customer.

15. Out-of-Court Dispute Resolution

Consumers may use out-of-court methods for handling complaints and pursuing claims, in particular:

• through the relevant regional inspectorate of the Trade Inspection Authority;
• with the assistance of a municipal or district consumer ombudsman;
• through the appropriate ADR entities.

Up-to-date information on out-of-court consumer dispute resolution is available on the websites of the Polish Office of Competition and Consumer Protection (UOKiK) and the Consumer Redress in the EU service.

16. Contact Details

PETSCHOICE.CLUB
PETSCHOICE.CLUB ANTON ARKHYPENKO
ul. Przasnyska 4B/239, 01-756 Warsaw, Poland
Tax Identification Number (NIP): 5253066055
National Business Registry Number (REGON): 543081647
Email: support@petschoiceclub.pl
Phone: +48 800 003 058
Response time: within 24 hours on business days (Monday–Friday, 9:00 AM–5:00 PM)

17. Appendix — Model Withdrawal Form

You may copy the form below and send it by email if you wish to withdraw from the contract:

Email subject: Withdrawal from Contract — Order Number

I, the undersigned, hereby give notice that I withdraw from the contract for the sale of the following products:

• Order number:
• Order date:
• Date of receipt of the order:
• First and last name:
• Email address:
• Telephone number:
• Name of returned product(s):
• Reason for return (optional):
• Date: