Returns and complaints

Information for the consumer about the right to withdraw from a distance contract


Being a consumer, you have the right to withdraw from the contract concluded in the Online Store within 14 days without giving any reason. The deadline for withdrawal from the contract expires after 14 days from the day on which you took possession of the item or on which a third party other than the carrier and indicated by you took possession of the item. To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by snail mail or e-mail). You can send the statement, for example:

  • In writing to the address: Agata Kozerska Assist Media, ul. Bracka 16/10, 68-100 Żagań;
  • in electronic form via email to:;

A sample withdrawal form is included in Appendix 2 to the Consumer Rights Act and is additionally available below. You can use the model withdrawal form, but it is not mandatory.

Sample claim form

Prepared on the basis of Appendix number 2 to the Law of May 30, 2014. On consumer rights (Journal of Laws of 2014, item 827 as amended) – (this form should be completed and sent back only if you wish to withdraw from the contract)

In order to comply with the withdrawal period, it is sufficient for you to send information regarding the exercise of your right of withdrawal before the expiry of the withdrawal period.

In the event of withdrawal from this contract, we will return to you all payments received from you, except for the costs of delivery of the items, immediately and in any case no later than 14 days from the day we are informed of your decision to exercise your right of withdrawal from this contract. We will refund your payment using the same means of payment that you used in the original transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees in connection with this refund. We may withhold reimbursement until you receive the item or until you provide us with proof of return, whichever event occurs first.

If you have received the item, please send it back or give it to us at the following address: 68-100 Żagań, ul. Bracka 16/10, immediately, and in any case no later than 14 days from the day on which you informed us of your withdrawal from this contract. The deadline is met if you send the item back before the expiration of the 14-day period. You will have to bear the direct costs of returning the item. You are liable only for the diminution in the value of the item resulting from the use of the item in a manner other than necessary to ascertain the nature, characteristics and functioning of the item.

The store is also a personalized production service. The customer himself determines the parameters of the order by selecting a specific dimension or content. Production is therefore carried out from scratch according to the customer’s order. The customer does not have the opportunity to withdraw from the contract under the law with regard to non-fabricated products made to the customer’s specifications. (This applies primarily to products in the categories “wallpaper”, “metrics”, “growth measures”).
Accordingly, the right to withdraw from the contract, is not available for the following contracts:
  • Regarding the delivery of goods that have been prepared and realized on the special order of the customer (wall murals, made to a specific size, on a specific material according to the needs of the customer).
  • pertaining to goods that have been ordered and will be used for the Customer’s business use.


Product complaint

Dear Customer,

We take care of your rights, including the right to file a complaint. Below you will find detailed information on our liability for a defect in a product sold by us, as well as your rights related to a complaint under the law – under warranty.

Important! Remember that if the product also has a warranty, you can also make a complaint based on it – but in this case the addressee will be the guarantor indicated in the warranty. The warranty also specifies the scope of your rights in each case. Remember that the exercise of rights under the warranty does not affect our liability under the warranty and that the warranty does not exclude, limit or suspend your rights under the warranty provisions for defects of the sold thing

The basis and scope of our liability for product defects under warranty is determined by the generally applicable provisions of law, in particular, the provisions of the Civil Code, and for sales contracts concluded until December 24, 2014, the provisions of the Act of July 27, 2002. On specific terms of consumer sales and amendments to the Civil Code (Journal of Laws 2002 No. 141, item 1176, as amended).

We are obliged to deliver a product without defects. We are liable under the warranty if a physical defect in the product is discovered before the expiration of two years from the date of its release to the buyer. Important! We are liable under the warranty for physical defects that existed at the time when the danger passed to the buyer or arose from a cause inherent in the thing sold at the same time.

You can make a complaint, for example:

  • In writing to the address: 68-100 Żagań, ul. Bracka 16/10;
  • in electronic form via email to:;

State in the complaint description: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the defect; (2) a request for a method of bringing the product into conformity with the sales contract or a statement of price reduction or withdrawal from the sales contract; and (3) your contact information – this will facilitate and speed up the processing of your complaint. Remember that the requirements stated in the preceding sentence are in the form of a recommendation only and do not affect the effectiveness of complaints made with the omission of the recommended description of the complaint.

When making a complaint, you can use our sample complaint form, but it is not mandatory.


Remember that the customer who exercises warranty rights is obliged to deliver the defective product at our expense to the address: 68-100 Żagań, ul. Bracka 16/10.

We will respond to your complaint promptly, no later than 14 calendar days from the date of submission. Important! Failure to respond within the above timeframe means that we considered the complaint justified.

Additional restrictions related to product complaints regarding non-consumer customers may be included in the terms and conditions of our store.