Returns and complaints

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Returns and complaints

Most orders placed with Lesens are made by businesses. The rules regarding returns and complaints depend on the status of the purchaser and the nature of the contract. Below you will find the most important information regarding returns, withdrawal from a contract and complaints.

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Business purchases – B2B

For purchases made by businesses to which consumer protection regulations do not apply, there is no statutory 14-day right to withdraw from the contract.

A return of goods may be accepted by Lesens only after prior agreement and on individually agreed terms.

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Consumers and businesses with consumer rights

If you are a consumer or a business operated by an individual to whom consumer protection applies in a particular case, you may generally withdraw from a contract concluded online within 14 days.

Detailed rules and statutory exceptions to the right of withdrawal are described below.

Returns in B2B sales

Lesens primarily sells to businesses. In transactions concluded by businesses to which consumer protection regulations do not apply, purchasing online does not automatically create a right to return goods within 14 days.

A return of goods in full resale condition by a B2B customer may be accepted by Lesens only after prior agreement. Lesens may determine individual conditions for such a return, including the method and deadline for returning the goods, the condition of the product and the settlement terms.

The absence of a statutory right of withdrawal does not limit the rights of a business arising from the contract or rights available in the event of non-conformity of the goods or other grounds for a complaint.

Withdrawal from the contract – consumers

If you are a consumer and made a purchase online, you generally have 14 days to withdraw from the contract without giving a reason.

This right may also apply to businesses operated by individuals if the contract is related to their business activity but does not have a professional character for that person.

For a single-product sale, the 14-day period starts on the day the product is received. If an order consists of several products delivered separately, the period starts on the day the last product is received.

How to make a return?

If you are entitled to withdraw from the contract, inform us of your decision within the applicable period. You may do so by making an unequivocal statement, for example by sending an e-mail to biuro@lesens.pl.

After informing Lesens of your withdrawal, the product should be returned without undue delay and no later than 14 days from the date on which you informed us of the withdrawal.

The returned product should be properly secured for transport. The direct cost of returning the product to Lesens is borne by the customer, unless applicable law provides otherwise.

Condition of the returned product

A consumer has the right to examine the product and check its nature, characteristics and functioning to the extent that would be possible in a physical store.

The product should be returned in a condition that allows it to be resold. It should be handled with due care and its use should be limited to what is necessary to become familiar with its properties.

If the product has been used beyond what is necessary to examine it and such use has resulted in a decrease in its value, Lesens may seek an appropriate amount corresponding to the actual decrease in the product's value.

This applies in particular where the product requires additional cleaning, refurbishment, repackaging, removal of signs of use or other measures necessary to restore it to a condition suitable for resale.

Products in sealed packaging

For certain products, due to health protection or hygiene reasons, the right of withdrawal may not apply after the sealed packaging has been opened, if the product is covered by a statutory exception.

Refund of payments

In the event of a valid withdrawal from the contract by an entitled customer, we will refund the payments received in accordance with applicable law, including the cost of the cheapest standard delivery method available in our offer.

If a more expensive delivery method was selected, the refund covers the cost of the cheapest standard delivery option available in our offer.

In the case of an individually agreed B2B return, the settlement terms are agreed with the customer before the return is accepted.

Complaints

If the purchased product is not in conformity with the contract or has a defect, please contact us and describe the problem. A complaint is a separate procedure from a voluntary return of a fully conforming product.

The complaint should ideally include the order number or other proof of purchase, the product name, a description of the problem and the preferred way of resolving the matter.

You can send your complaint to biuro@lesens.pl or contact us by telephone.

Complaints from B2B customers

For B2B customers, the scope of Lesens' liability, the complaint procedure and the rights of the parties arise from the contract and the applicable provisions of law.

If you identify a problem with a product, we ask you to contact us as soon as possible. This allows us to efficiently determine the cause of the problem and the appropriate way to resolve it.

Consumer rights

For consumers and businesses operated by individuals who are entitled to consumer protection in a particular case, the statutory rules concerning non-conformity of goods with the contract apply.

Depending on the circumstances, an entitled customer may request, among other things, repair or replacement of the product, and in certain cases a price reduction or withdrawal from the contract.

Detailed rules are determined by the applicable provisions of law.

Correspondence and return address

LESENS POLSKA
43 Oficerska Street
42-202 Częstochowa
Poland

E-mail: biuro@lesens.pl
Phone: +48 34 365 79 73

Frequently Asked Questions

Does a business have 14 days to return a purchased product? Generally, no. For businesses to which consumer protection regulations do not apply, there is no statutory right to withdraw from the contract within 14 days. A return of a fully conforming product may be accepted by Lesens only after prior agreement.

Does a sole trader have the right to a 14-day return? In certain cases, yes. An individual running a business may benefit from consumer protection if the contract does not have a professional character for that person. The assessment depends on the nature of the specific contract and the entrepreneur's business activity.

Can Lesens accept a return from a business? Yes. In the case of B2B customers, Lesens may individually agree to accept a return of a fully conforming product and determine the terms of such return before accepting it.

Can I inspect the product before returning it? In the case of consumers and businesses benefiting from consumer protection, the product may be inspected to the extent necessary to assess its nature, characteristics and functioning. Using the product beyond what is necessary for such inspection may result in liability for a decrease in its value.

Who pays the cost of returning the product? In the case of a statutory withdrawal from a contract by a consumer or an eligible business, the direct cost of returning the product to Lesens is generally borne by the customer. In the case of B2B returns, the terms regarding costs are agreed individually before the return is accepted.

Can a returned product show signs of use? In the case of a statutory right of withdrawal, the product may be inspected to the extent corresponding to the possibilities of inspecting it in a physical store. If the way the product was used results in a decrease in its value, Lesens may seek an appropriate amount corresponding to the actual decrease in the product's value.

Can all products be returned? No. The right of withdrawal is subject to statutory exceptions. This applies in particular to certain products supplied in sealed packaging which cannot be returned after opening for reasons related to health protection or hygiene.

How long does it take to respond to a complaint? In the case of a consumer complaint concerning non-conformity of goods with the contract, the seller should respond within 14 days of receiving the complaint. For B2B customers, the applicable rules arise from the relevant legal basis and the agreements between the parties.

Do you have a question about a return or complaint?

Contact us before sending the product. In the case of B2B returns, this will allow us to determine the individual conditions for accepting the return. In the case of complaints, we will help you determine the appropriate procedure and handle the process efficiently.