Returns and complaints


Pursuant to the Act of May 30, 2014 on consumer rights, the Customer who is a consumer may withdraw from the contract without giving a reason and without incurring costs, except for the costs referred to below, within 14 days from the date of delivery of the goods.

The right to return does not apply to goods manufactured according to the customer's specifications, i.e. custom-made cuddly toys, which are each time treated as a product made according to the customer's individual order and closely related to his person.

The consumer may withdraw from the contract by submitting a declaration of withdrawal from the contract to the address 62-002 Suchy Las, ul. Łozowa 35A or to the email address kontakt@timosimo.pl. The declaration may be submitted on the form attached hereto. Its use is not obligatory - the customer may submit a declaration of withdrawal from the contract in any form. If the Customer decides to submit the statement electronically, the Store will send the Customer a confirmation of receipt of the statement. Sending a declaration of withdrawal from the contract within 14 days of receipt of the goods is enough to meet the deadline.

The customer is obliged to return the goods to the Store within 14 days of submitting the declaration of withdrawal from the contract. Returned goods must be complete. Goods should be returned unchanged.

The store may return to the Customer the amount of the value of the goods reduced by the amount corresponding to the reduction in the value of the goods, which may be caused by poor handling of the goods in a way other than necessary to establish the characteristics, functionality and nature of the goods.

The store refunds the amount due for the returned goods (payments for the goods, including delivery costs) within 14 days of receiving the statement. If the consumer has chosen a delivery method other than the cheapest delivery method offered by the Store, the Store is not obliged to refund the additional costs incurred by the Customer.

The consumer bears the direct costs of returning the goods to the Store. Returned goods should be sent only to the company's address.


The Store undertakes to deliver goods free from defects to the Customer. In other words, the Store is liable for defects in the subject of the service corresponding to the contract, taking into account the provisions of the Civil Code in this regard.

After delivering the parcel to its destination, the customer should check that the parcel is not damaged. If he finds any defects, the Customer and the carrier should draw up a damage report.

If, after receiving the goods, the Customer finds physical defects in it or in the event of non-compliance with the contract, the Customer is entitled to make a complaint under the warranty.

The basis for accepting the complaint is the Customer's presentation of a proof of purchase of the goods in the Store (e.g. a bill, e-mail confirming the purchase, confirmation of a transfer or other document showing that the Customer has purchased the goods in the Store) together with a description of the defects and the damage report in the event that the shipment has been sent. damaged.

The complaint should contain the reason for submitting the complaint, it should define the scope of the Client's request and should be signed and contain the Client's current data.

In the event of defects, the buyer may exercise the rights under the warranty by specifying the following requests:
*) Repairs
*) Exchange of goods for a new one
*) Price reduction
*) Withdrawal from the contract (refund)

Complaints should be submitted in electronic form to the email address kontakt@timosimo.pl or in writing to the address of the Company's seat.

The advertised goods must be delivered in person or sent to the address of the Company's registered office.

The seller is responsible for the defective goods for 2 years from the date of its release, while the deadline for submitting a complaint is 1 year from the moment the defect was discovered.

The store will respond to the customer's requests within 14 days of receiving the complaint.

In the event that the Store does not recognize the Customer's complaint, and the Customer does not agree with his decision, the Customer may request mediation or settlement to the Permanent Consumer Arbitration Court ("Arbitration Court") operating at the competent Provincial Inspectorate of Trade Inspection.

The customer who is a consumer also has the right to refer the matter to the Municipal or Poviat Consumer Ombudsman or may seek help from the relevant Consumer Federation.