Poland · PL
Returns and complaints for selling in Poland (2026)
If you sell to Polish consumers, their Polish rights of withdrawal and complaint apply — and you, as the seller, must honour them. Polish law distinguishes two things: the 14-day right of withdrawal without giving a reason, and a complaint for defective goods. Below we explain both, their deadlines and exceptions for the Polish market.
What rights do Polish consumers have?
When selling to Polish consumers, their Polish rights of withdrawal and complaint apply. Polish law clearly distinguishes two grounds that sellers often confuse: the right of withdrawal (return without a reason) and a complaint (defective goods).
Withdrawal — 14 days and exceptions
A Polish consumer may withdraw within 14 days of receiving the goods, without giving a reason. You must inform them beforehand and provide a model form. The right of withdrawal does not apply to, among others, personalised goods, perishable products, sealed items opened after delivery, and digital content after performance has begun with consent.
Complaint for non-conformity
You, as the seller, are responsible for the conformity of the goods with the contract. The consumer may complain; as a rule you must respond to the request within 14 days — failure to reply in time is treated as acceptance of the complaint.
Procedure and out-of-court dispute resolution
The document must clearly set out how to submit a withdrawal and a complaint, who bears the return costs and within what period you refund. It must also inform about out-of-court dispute resolution and the EU ODR platform.
Frequently asked questions
Does the 14-day right of withdrawal apply when selling to Poland?
Yes. Polish consumers have a full 14-day right of withdrawal from receipt of the goods, regardless of where the shop ships from. You, as the seller, organise the procedure.
What is the difference between withdrawal and a complaint?
Withdrawal is the return within 14 days without a reason (the goods need not be defective). A complaint concerns goods that are defective or not in conformity with the contract.
Who is liable towards the Polish consumer?
You, as the seller, are liable for the conformity of the goods and for handling withdrawal and complaints towards the Polish consumer.