Returns and complaints at the NERON Store
Version dated 22 October 2026. Below we separately describe withdrawal from contracts, additional B2B returns and complaints. The rules are consistent with the NERON Store Terms and Conditions. Earlier orders are subject to the terms in force when they were placed. This page does not restrict acquired or statutory rights.
Contact and returns address
The sellers are Krzysztof Przewoźniak and Marcin Wojciechowski, partners trading as Neron Spółka Cywilna Przewoźniak Krzysztof, Wojciechowski Marcin.
Returns and correspondence address: NERON S.C., ul. Wybickiego 17, 64-920 Piła.
Email: biuro@neronpila.pl
Telephone: +48 664 726 856 (charged according to the operator’s tariff).
Which rules apply to your purchase
- Consumer: a natural person purchasing without a direct connection to business or professional activity.
- Entrepreneur with consumer rights: a natural person entering into a contract directly related to business activity but not of a professional nature for that person, arising in particular from the business activity disclosed in CEIDG. Purchasing against an invoice alone does not exclude this protection.
- B2B Customer: an entrepreneur who does not enjoy the above protection for the particular purchase. The additional B2B return rules and applicable statutory liability-for-defects provisions apply.
Periods stated on this page in days mean calendar days. Returns without giving a reason and complaints are separate procedures. Excluding returns of individually made goods does not exclude complaints about defects or non-conformity with the contract.
1. Withdrawal – Consumers and Entrepreneurs with consumer rights
The Consumer and Entrepreneur with consumer rights may withdraw from a distance contract without giving a reason within 14 days, subject to statutory exceptions. For sales, the period starts when the entitled person or a designated third party other than the carrier takes possession of the Goods. For multiple Goods delivered separately, in batches or in parts, it starts upon possession of the last item, batch or part. For a service contract, it starts upon conclusion of the contract.
It is sufficient to send an unambiguous declaration before the deadline to biuro@neronpila.pl or by post to: NERON S.C., ul. Wybickiego 17, 64-920 Piła. The model declaration below may be used, but is not mandatory.
The Seller refunds payments received, including delivery costs up to the cheapest ordinary delivery offered for the order, no later than 14 days after receipt of the declaration. Refunds use the same payment method unless the entitled person expressly agrees another method involving no costs. If the Seller has not offered to collect the Goods, the refund may be withheld until the Goods or proof of return are received, whichever occurs first.
Return the Goods promptly, no later than 14 days after withdrawal, to: NERON S.C., ul. Wybickiego 17, 64-920 Piła. Sending the Goods before the deadline is sufficient to meet it. The entitled person bears the direct return costs unless the Seller has agreed to bear them or failed to provide the required information about this obligation.
For Goods that cannot normally be returned by post due to their nature or size, the return cost is individually determined. Where it cannot be calculated precisely, a reasonable estimate of the maximum cost is provided. This information is given to the Customer before the contract is concluded and confirmed by email in the order terms.
The entitled person is liable for diminished value of the Goods only to the extent caused by use beyond what is necessary to establish their nature, characteristics and functioning, subject to the statutory duty to inform them of the right of withdrawal. Original packaging or a receipt is not required to exercise this right.
The right of withdrawal does not apply, among other cases, to non-prefabricated Goods made to the Customer’s specifications or serving the Customer’s individual needs. This may include material cut or processed to individually agreed dimensions. Merely sourcing standard Goods to order or selecting a standard variant does not automatically exclude withdrawal. The exclusion does not limit rights arising from non-conformity of the Goods with the contract.
Starting a separate paid service before the withdrawal period expires requires the entitled person’s express request. If withdrawal follows such a request, proportionate payment for the service performed is due only under statutory conditions. Loss of the right of withdrawal after full performance requires prior express consent, information about loss of the right and acknowledgement by the entitled person. Confirmation of a specification alone does not replace these declarations.
2. Additional B2B right of return
In sales to B2B Customers, the Seller does not exclude statutory liability for defects. The applicable provisions of the Polish Civil Code apply. The additional right of return below is a contractual right separate from complaints. It does not restrict statutory rights of the Consumer or Entrepreneur with consumer rights.
- A B2B Customer may notify a return of standard Goods within 14 days of receipt by email to biuro@neronpila.pl, identifying the order and Goods being returned.
- Return the Goods within 14 days of notifying the return to NERON S.C., ul. Wybickiego 17, 64-920 Piła, at the B2B Customer’s expense.
- The Goods should be unused apart from checking their characteristics, undamaged, unmodified and protected for transport.
- The additional right of return excludes Goods made to an individual specification or modified to the Customer’s order.
- When the entire order is returned, the Seller refunds the Goods’ price and the original delivery cost paid. For a partial return, the Seller refunds the price of the returned Goods without the original delivery cost.
- The amount due is refunded within 14 days of receipt of the returned Goods. Return shipping remains at the B2B Customer’s expense.
The parties may individually agree other commercial terms and confirm them by email. Such terms cannot restrict mandatory rights of a person covered by consumer protection.
3. Goods complaints – Consumers and Entrepreneurs with consumer rights
The Seller is liable to the Consumer and Entrepreneur with consumer rights for non-conformity of Goods with the contract existing upon delivery and becoming apparent within 2 years, unless a lawfully specified shelf life is longer. Goods should match the agreed description, quantity, quality, completeness, functionality and accepted particular purpose and meet the applicable objective statutory requirements.
The entitled person may request repair or replacement. The Seller may use the other remedy if the chosen one is impossible or entails disproportionate costs, and may refuse both only in statutory cases. Repair or replacement is at the Seller’s expense, within a reasonable time and without excessive inconvenience. The Seller collects the Goods made available at its expense. If the Goods were correctly installed before non-conformity became apparent, the obligation includes removal and reinstallation or their costs as provided by law.
A price reduction or withdrawal is available in statutory cases, in particular if the Seller refused to bring the Goods into conformity, failed to do so properly, non-conformity persists, is serious enough to justify immediate exercise of these rights, or circumstances show conformity will not be restored within a reasonable time or without excessive inconvenience. Withdrawal is unavailable for minor non-conformity. Non-conformity is presumed serious.
A complaint may be made in any legally permitted form, in particular by email to biuro@neronpila.pl or by post to ul. Wybickiego 17, 64-920 Piła. It is helpful to identify the Goods, purchase date, problem, remedy requested and contact details. A receipt or particular form is not required for a complaint to be considered. Other evidence may establish the purchase.
The Seller responds to a Consumer’s complaint within 14 days of receipt, on paper or another durable medium. Failure to respond within that period means acceptance of the Consumer’s complaint. The Seller also applies a 14-day response period to an Entrepreneur with consumer rights.
Any guarantee given is independent of the Seller’s statutory liability. Its scope is determined by the guarantee statement. The Customer may choose the appropriate basis for a complaint. Custom processing does not exclude liability for performance contrary to the contract.
4. B2B, processing and electronic-service complaints
B2B: The Seller does not exclude statutory liability for defects. Complaints are considered under the applicable provisions of the Polish Civil Code. The terms for additional returns of standard goods neither replace nor restrict complaints about defects.
Processing: when reporting non-conforming work, it is helpful to identify the accepted specification, dimensions, drawing or scope of work and describe the difference between the agreement and the work performed. Confirmation of a specification does not release the Seller from liability for processing errors.
Electronic services: problems with the account, login, cart or another Store function may be reported to the email or postal address above. We recommend describing the problem, when it occurred and providing reply details. The Seller responds within 14 days of receiving the complaint. Do not send passwords or authentication codes.
If a parcel is damaged, it is helpful to describe its condition and attach photographs if possible. A damage report may help clarify the matter, but its absence does not exclude statutory consumer rights.
5. Assistance and out-of-court dispute resolution
The Consumer may seek assistance from a municipal or district consumer ombudsman, the Trade Inspection or a competent consumer alternative dispute-resolution body. Information is available on the website of UOKiK. Participation in out-of-court proceedings is voluntary unless the law provides otherwise. After rejecting a complaint, the Seller provides the legally required statement about participation in such proceedings. This does not limit the right to bring claims before a court.
6. Model notices to copy
The following models may be copied into an email or printed. They are not interactive forms and do not send a notice themselves. Their use is not mandatory. Send the notice to biuro@neronpila.pl or the postal address above.
A. Withdrawal from a sales or service contract
Complete and send this form only if you wish to withdraw from the contract. Its use is not mandatory.
Addressee: Neron Spółka Cywilna Przewoźniak Krzysztof, Wojciechowski Marcin, ul. Wybickiego 17, 64-920 Piła, email: biuro@neronpila.pl.
I/We hereby give notice of withdrawal from my/our contract of sale of the following Goods / contract for the provision of the following service:
........................................................................................
Date of contract / receipt: ................................................
Order number (for reference): ................................................
Full name: ................................................
Address: ................................................
Date: ................................................
Signature (paper form only): ................................................
Delete as appropriate. A bank account number may be provided voluntarily if a bank-transfer refund has been agreed instead of the original payment method.
B. Complaint about Goods or processing performed
Addressee: NERON S.C., ul. Wybickiego 17, 64-920 Piła, biuro@neronpila.pl.
Full name / company name: ................................................
Reply details: ................................................
Goods and quantity: ................................................
Purchase date / order number (if known): ................................................
Problem description and date discovered: ................................................
Remedy requested: ................................................
Supporting attachments (if available): ................................................
Date of notice: ................................................
Proof of purchase may take different forms. A receipt, photographs or use of this model are not required for a consumer complaint to be considered. Available remedies depend on the complaint basis described above.
C. Electronic-service complaint
Addressee: biuro@neronpila.pl.
Full name and reply details: ................................................
Store function affected: ................................................
Problem description and time of occurrence: ................................................
Expected solution: ................................................
Date: ................................................
Do not provide passwords, one-time codes or full payment-card details. If attaching a screenshot, obscure data unrelated to the notice.
D. Notice of additional B2B return
Addressee: biuro@neronpila.pl.
Company name and reply details: ................................................
Order / invoice number: ................................................
Date Goods received: ................................................
Goods and quantities being returned: ................................................
Date of notice: ................................................
This model concerns the additional B2B right of return described in section 2, not complaints or statutory consumer withdrawal.