Refund policy

Withdrawal without giving a reason

A consumer may withdraw from an online contract within 14 days. This right also applies to a natural person purchasing directly in connection with their business where the purchase is not of a professional nature for that person within the meaning of applicable law.

The period starts when the goods come into the possession of the buyer or a person designated by the buyer other than the carrier. For a single order delivered separately, in batches or in parts, it starts on receipt of the last item, batch or part. For a contract for regular delivery of goods over a defined period, it starts on receipt of the first delivery. Cancelling future subscription renewals is separate from the statutory right of withdrawal.

Send an unequivocal statement to kontakt@northpure.pl or by post to NORTH sp. z o.o., ul. Jarzębinowa 3, 84-110 Sobieńczyce, Poland. You do not have to use the model form or obtain prior approval from the store. Sending the statement before the period expires is sufficient.

Return the goods without undue delay, no later than 14 days after withdrawal, to NORTH sp. z o.o., ul. Jarzębinowa 3, 84-110 Sobieńczyce, Poland. Dispatching them before this deadline is sufficient. The buyer bears the direct cost of returning goods when withdrawing without giving a reason. Protect the parcel against damage.

We will reimburse payments received, including the cost of the least expensive standard delivery method offered for that purchase, without undue delay and no later than 14 days after receiving your statement. We do not reimburse the additional cost of choosing a more expensive delivery method. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever is earlier, unless we offered to collect them.

We will use the same payment method unless you expressly agree to another method, at no additional cost to you. For cash-on-delivery orders, we will agree a reimbursement method, for example a transfer to an account you provide. Original packaging is not a condition for withdrawal. The buyer is liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

We do not generally exclude the right of withdrawal solely because a pack of dog food has been opened. However, use beyond what is necessary to check the product’s characteristics may result in liability for diminished value under the rules above.

Model withdrawal form

To: NORTH sp. z o.o., ul. Jarzębinowa 3, 84-110 Sobieńczyce, Poland, kontakt@northpure.pl.

I hereby give notice of withdrawal from my contract of sale for the following goods: …

Ordered on / received on: …

Order number (optional, to help identify the purchase): …

Consumer’s name and address: …

Date: …

Consumer’s signature: … (only for a paper form).

Complaints — lack of conformity of goods

The seller is responsible for the goods’ conformity with the contract. You can make a complaint by email to kontakt@northpure.pl, in writing to ul. Jarzębinowa 3, 84-110 Sobieńczyce, Poland, or by any other legally permitted method. Describe the problem, state your requested remedy and provide contact details. An order number, photographs, batch number and best-before date help us investigate; they are not absolute conditions for accepting a complaint. A receipt is not the only acceptable proof of purchase.

For consumers, we are liable for a lack of conformity existing at delivery and becoming apparent within two years, unless the declared shelf life is longer. Statutory presumptions and rules of evidence remain unchanged. This obligation does not mean every dog food remains suitable for two years; the product’s characteristics and stated shelf life matter.

You can request repair or replacement. We may use the other remedy if your chosen remedy is impossible or disproportionately costly, and may refuse to bring the goods into conformity only under the statutory conditions. For dog food, replacement is generally the relevant practical remedy.

You can request a price reduction or withdrawal where we refused to bring the goods into conformity, failed to do so properly, the lack of conformity persists, it is sufficiently serious, or the circumstances show that we will not remedy it within a reasonable time and without significant inconvenience. Withdrawal is not available for a minor lack of conformity; the lack of conformity is presumed to be significant.

Repair or replacement is carried out within a reasonable time, without significant inconvenience and at our cost. We collect goods made available to us at our cost. For a price reduction, we reimburse the amount due within 14 days after receiving your statement. For withdrawal due to lack of conformity, return is at our cost, and the price is reimbursed within 14 days after we receive the goods or evidence of dispatch.

We respond to consumer complaints on paper or another durable medium within 14 days of receipt. Failure to respond within that period means the complaint is accepted. A natural person making a business-related purchase of a non-professional nature receives the protection granted by statute; other consumer provisions apply only where the law so provides. Other B2B relationships are governed by the relevant Polish Civil Code provisions; we do not exclude statutory warranty liability.

Help with disputes

Consumers can seek help from a consumer ombudsman and the Trade Inspection and use the out-of-court procedures described at https://polubowne.uokik.gov.pl/. The seller’s participation is voluntary unless the law provides otherwise. Following an unresolved complaint, we provide the required statement about participation in such proceedings. This does not limit access to the courts.