Delivery, Returns and Complaints Policy — ProofySkin
This document explains delivery, statutory withdrawal, returns and complaints for the online store at https://proofyskin.com (the “Store”). It supplements the ProofySkin Online Store Terms and Conditions, in particular §§ 5–8, and does not limit the statutory rights of a Consumer or an Entrepreneur with Consumer Rights. These terms are defined in § 1 of the Terms and Conditions.
1. Order delivery
1.1. Delivery area and methods
We deliver orders exclusively within Poland using:
- InPost Paczkomat® parcel lockers — to the locker selected during checkout;
- InPost courier — to the address specified during checkout.
Methods available for a particular order are shown during checkout.
1.2. Dispatch and delivery times
As a general rule, goods in stock are handed over for dispatch within 2 Business Days once both conditions have been met: payment has been received and the Seller has accepted the order for fulfilment. If a different period was specified for the product or order before purchase, that period applies.
Business Days are Monday through Friday, excluding statutory public holidays in Poland. The dispatch period is not the delivery period, which also includes transport time. Available delivery methods, charges and estimated delivery times are displayed in the Store before the order is placed. This does not exclude the Seller's statutory obligation to deliver goods within the required time.
1.3. Delivery charges
The charge for the selected delivery method and the total order price are displayed before the order is placed.
1.4. Damaged, incorrect or undelivered parcels
If a parcel arrives damaged, contains the wrong goods or is not delivered, contact us at [email protected]. To help resolve the matter, you may provide the order number, a description of the issue and photographs.
For sales to a Consumer or an Entrepreneur with Consumer Rights, the risk of accidental loss of or damage to the goods passes to the buyer when the buyer or a third party designated by the buyer other than the carrier takes possession of them, subject to statutory exceptions.
Photographs or a carrier's damage report may be helpful, but are not mandatory conditions for submitting or having a complaint considered. Failure to collect a parcel does not in itself constitute withdrawal from the contract. Any subsequent dispatch is governed by § 5(6) of the Terms and Conditions.
2. Statutory right of withdrawal
2.1. Who may withdraw and when
As a general rule, a Consumer and an Entrepreneur with Consumer Rights may withdraw from a distance sales contract within 14 days without giving a reason, subject to the statutory exceptions described in section 3.
The period starts when the buyer or a designated third party other than the carrier takes possession of the goods. If goods under one contract are delivered separately, in batches or in parts, the period starts on receipt of the last item, batch or part.
2.2. Step 1 — send a withdrawal declaration
Before the 14-day period expires, send an unequivocal declaration of withdrawal:
- by email: [email protected];
- by post: al. Rzeczypospolitej 4B/48, 80-369 Gdańsk, Polska.
You do not have to state a reason or obtain our prior approval. You may use the model withdrawal form included in the Terms and Conditions, but this is not compulsory. We confirm receipt of an electronically submitted declaration on a durable medium.
2.3. Step 2 — return the goods
Send the goods back without undue delay, no later than 14 days after submitting the withdrawal declaration, to:
al. Rzeczypospolitej 4B/48, 80-369 Gdańsk, Polska
Dispatching the parcel before the deadline is sufficient. We do not require prior approval for a statutory return.
2.4. Return shipping costs
The buyer bears the direct cost of returning the goods if properly informed of this obligation before concluding the contract, unless the Seller has agreed to bear it. Different rules apply to justified complaints concerning goods that do not conform to the contract; in such cases the Seller bears the costs prescribed by law.
3. Cosmetic returns and statutory exceptions
3.1. Unopened cosmetics
Cosmetics may be returned under the statutory right of withdrawal unless a specific statutory exception applies. To facilitate processing, we recommend returning goods, where possible, unused, complete, in their original packaging and with any hygienic seals intact. These are recommendations, not additional conditions for exercising the statutory right of withdrawal.
3.2. Broken hygienic seals
Under Article 38(1)(5) of the Polish Consumer Rights Act, the right of withdrawal does not apply to goods supplied in sealed packaging which are not suitable for return due to health protection or hygiene reasons if that packaging was opened after delivery.
This exception applies only where all of the following conditions are met: the goods were supplied in appropriately sealed packaging; the seal was opened after delivery; and, as a genuine consequence of opening the packaging, the goods are unsuitable for return for health protection or hygiene reasons. Each product and seal is assessed individually. Breaking a genuine hygienic seal may exclude the right of withdrawal even if the cosmetic product was not used.
Simply opening the shipping box or an ordinary outer carton, or reducing a product's commercial value, does not automatically extinguish the right of withdrawal. The exception does not apply to every cosmetic product. A standard cosmetics set (box) is not automatically excluded merely because it contains several products or comes in a predetermined configuration.
3.3. Use and reduction in product value
Where the right of withdrawal applies, the buyer is generally responsible for the actual reduction in value resulting from handling beyond what is necessary to establish the goods' nature, characteristics and functioning, in accordance with Article 34(4) of the Polish Consumer Rights Act. We do not impose automatic or flat-rate penalties. Statutory exclusions from that responsibility continue to apply, including where the required information about the right of withdrawal was not provided.
3.4. Complaints about opened cosmetics
The hygiene exception applies only to the statutory right to withdraw without giving a reason. It does not remove the right to complain about goods that do not conform to the contract, even if the cosmetic has been opened or used, or is damaged, expired or different from what was ordered.
4. Refunds following withdrawal
4.1. Refund amount
Following an effective withdrawal, we refund the price received for the goods and — to the extent required by law — the original delivery charge up to the cost of the least expensive standard delivery method offered for the relevant order. Any additional amount resulting from choosing a more expensive delivery option is not refunded.
4.2. Refund deadline
Refunds are issued without undue delay, no later than 14 days after receipt of the withdrawal declaration. We may withhold a refund until the goods are received or proof of their return is provided, whichever occurs first, unless we offered to collect the goods ourselves.
4.3. Refund method
We use the same payment method as for the original purchase unless the buyer expressly agrees to another method that incurs no cost to them. Card payments are refunded to the account linked to the card used, subject to exceptions required by law or expressly agreed with the buyer.
5. Complaints and lack of conformity of goods with the contract
5.1. Submitting a complaint
A complaint may be submitted in any legally permissible form, including by email to [email protected] or by post to al. Rzeczypospolitej 4B/48, 80-369 Gdańsk, Polska. We recommend identifying the goods, describing the issue and requested remedy, and providing contact details; an order number and photographs may help with handling the complaint.
The absence of a receipt, original packaging, order number or photographs is not, by itself, a reason to refuse to accept a complaint if the purchase and lack of conformity can be demonstrated by other evidence.
5.2. The buyer's statutory remedies
In relation to Consumers and Entrepreneurs with Consumer Rights, the Seller is liable under Articles 43a–43g of the Polish Consumer Rights Act. As a general rule, liability covers lack of conformity which becomes apparent within 2 years of delivery, unless a longer period applies.
The buyer may request repair or replacement. In the circumstances prescribed by law, the buyer may request a price reduction or withdraw from the contract, including — in the case of a significant lack of conformity — without first requesting repair or replacement. Withdrawal for lack of conformity is unavailable where the lack of conformity is minor; the Act establishes a presumption that a lack of conformity is significant.
Repair, replacement and return of goods under a justified complaint are at the Seller's expense to the extent required by law. Where the buyer withdraws because the goods do not conform to the contract, the Seller refunds the price without undue delay and no later than 14 days after receiving the goods or proof that they have been sent back.
5.3. Response period
We respond to Consumer complaints within 14 days of receiving them, on paper or another durable medium. Failure to respond within this period has the consequences laid down in Article 7a of the Polish Consumer Rights Act. For Entrepreneurs with Consumer Rights, we apply a 14-day response period on the terms set out in the Terms and Conditions.
5.4. Individual skin reactions
An individual skin reaction, sensitivity or failure to achieve a subjectively expected effect does not automatically mean that the goods do not conform to the contract. Every complaint is assessed individually, taking into account the product's characteristics and safety, the product description, the Seller's representations and applicable law. This does not limit liability for non-conforming or unsafe products.
6. Seller details and relationship to the Terms and Conditions
Store: ProofySkin — https://proofyskin.com
Seller: Anastasiia Marchenko
Polish Tax Identification Number (NIP): 5842861952
Email: [email protected]
Phone: +48 883 463 249
Correspondence, complaints and returns address: al. Rzeczypospolitej 4B/48, 80-369 Gdańsk, Polska
Detailed rules are set out in the ProofySkin Online Store Terms and Conditions (§ 5 — delivery; § 6 — withdrawal; § 7 — statutory exceptions; § 8 — complaints). In the event of any inconsistency between this document and the Terms and Conditions, the Terms and Conditions apply, subject to mandatory consumer-protection law.
Effective date: 05.10.2026