RETURN & REFUND POLICY B2C Marketplace

This Return and Refund Policy governs all requests for returns, refunds, exchanges, and order cancellations made by consumers ("you", "User", "Consumer") in connection with Products purchased through the Platform operated by EXACTFLOW PROSTA SPÓŁKA AKCYJNA  incorporated and registered in Poland under KRS number 0001218490, with its registered office at ul. Stanisława Bodycha 87, 05-816 Reguły, Poland ("Company", "we", "us", "our").

This Policy is drafted in compliance with the following legal instruments: Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights (the "Consumer Rights Directive"), as implemented in Polish law by the Ustawa z dnia 30 maja 2014 r. o prawach konsumenta (the "Polish Consumer Rights Act"); Directive 2019/771/EU of the European Parliament and of the Council of 20 May 2019 on certain aspects concerning contracts for the sale of goods (the "Sales of Goods Directive"), which requires sellers to remedy goods not in conformity with the contract; Directive 2020/828/EU of the European Parliament and of the Council of 25 November 2020 amending the Consumer Rights Directive, as applicable to contracts for the supply of digital content and digital services; Article 556 and subsequent provisions of the Kodeks Cywilny (Polish Civil Code) governing seller liability for defects; and any additional mandatory consumer protection legislation applicable in the EU member state of your habitual residence. 

This Policy sets out your rights clearly and without ambiguity. Where any provision of this Policy conflicts with a mandatory right granted to you under applicable law, the mandatory legal provision shall prevail. We will never attempt to limit or exclude statutory rights that cannot be waived or excluded by agreement.

Your statutory rights are not affected by this Policy. This Policy supplements — and is never intended to reduce — the rights you are entitled to under EU and Polish consumer protection law.

"Cancellation" means the termination of an Order that has been placed but for which delivery has not yet been completed, either under the statutory right of withdrawal or on other grounds set out in this Policy.

"Consumer" means any natural person acting for purposes which are wholly or mainly outside that person's trade, business, craft, or profession.

Where a buyer provides a VAT number or otherwise indicates at the point of purchase that they are acquiring a Product in a business capacity, the Company will treat that transaction as a non-consumer purchase. Such buyers are not entitled to the statutory consumer rights described in this Policy, including the Cooling-off Period and the statutory warranty under the Sales of Goods Directive, except to the extent that applicable law requires otherwise. 

"Cooling-off Period" means the fourteen (14) calendar day period during which a Consumer may withdraw from a distance sales contract without providing any reason, as provided under the Consumer Rights Directive.

"Defect" or "Lack of Conformity" means a failure of a Product to conform to the Sales Contract at the time of delivery, including defects in quality, functionality, durability, or description.

"Order Confirmation" means the written email sent by the Company to the Consumer confirming acceptance of the Consumer's Order and the formation of a Sales Contract.

"Product" means any certified refurbished or other consumer electronics item purchased through the Platform.

"Refund" means the return of all or part of the purchase price paid by the consumer for a Product, together with any applicable delivery charges, to the consumer's original payment method.

"Return" means the physical sending back of a Product to the Company by the Consumer in connection with a valid right of withdrawal, a warranty claim, or a claim based on lack of conformity.

"RMA" means a Return Merchandise Authorisation, which is the reference number issued by the Company upon approval of a Return request, required to accompany all returned Products.

"Sales Contract" means the binding contract of sale formed between the Company and the Consumer upon dispatch of the Order Confirmation.

"Statutory Warranty Period" means the two (2) year period during which the Company is liable for any lack of conformity existing at the time of delivery, as required under the Sales of Goods Directive.

3.1 Statutory Right

As a Consumer purchasing Products through the Platform — which constitutes a distance contract under the Consumer Rights Directive — you have the unconditional statutory right to withdraw from your Sales Contract within fourteen (14) calendar days from the day on which you, or a third party nominated by you (other than the carrier), takes physical possession of the Product. This right requires no justification on your part; you do not need to give any reason for your decision to withdraw.

The fourteen-day Cooling-off Period begins on the day after you receive your Product. If your Order consists of multiple Products delivered separately, the Cooling-off Period begins on the day after you receive the last Product in the Order. If your Order consists of multiple lots or pieces, the Cooling-off Period begins on the day after you receive the last lot or piece. If the Order is for regular delivery of goods over a defined period, the Cooling-off Period begins on the day after you receive the first delivery.

3.2 How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must notify the Company of your unambiguous decision to withdraw before the expiry of the fourteen-day Cooling-off Period. You may exercise this right by any of the following methods: sending an email to returns@exactsolution.com clearly stating your intention to withdraw, your name, your Order number, the Product(s) to which the withdrawal applies, and your contact details; completing and submitting the Model Withdrawal Form provided in Annex A of this Policy, either by email or by post; using the self-service return portal on the Platform if available; or notifying us by telephone on [telephone number], in which case your withdrawal is effective from the moment of your call. We recommend following up your telephone notification with a written confirmation by email to returns@exactsolution.com for your own records, as the burden of proof that you exercised your right of withdrawal within the Cooling-off Period rests with you. Written confirmation is not a condition of the validity of your withdrawal. 

Upon receipt of your withdrawal notice, the Company will send you an acknowledgement by email without undue delay, together with your RMA reference number and return instructions. The burden of proof that you exercised your right of withdrawal within the Cooling-off Period rests on you; we therefore recommend using a method that provides a datable record, such as email.

Deadline: Your withdrawal notice must reach us on or before the 14th calendar day following your receipt of the Product. We recommend sending your notice at least two days before the deadline to allow for any technical issues.

3.3 Return of the Product Following Withdrawal

After notifying us of your withdrawal, you must return the Product(s) to the address specified in the return instructions provided with your RMA without undue delay and in any event no later than fourteen (14) calendar days from the date on which you communicated your withdrawal to us. You may use any reputable postal or courier service of your choice, provided that the shipment can be tracked.

Return shipping costs are your responsibility unless the Product was delivered in error, is not in conformity with your Order, or the Company has expressly stated in the Product listing that it bears the cost of returns. We will not charge a restocking fee for returns made within the Cooling-off Period. You are advised to obtain proof of postage and to retain the tracking number for your records.

Until the returned Product is received and inspected by us, it remains your responsibility. You are liable for any diminished value of the Product resulting from handling beyond what is necessary to ascertain its nature, characteristics, and functioning. "Necessary handling" means the kind of examination you might reasonably carry out in a physical store — turning on the device, reviewing its settings and condition, and assessing its cosmetic grade. Any use, modification, or damage beyond this standard of examination may result in a deduction from your refund, proportionate to the reduction in value.

3.4 Condition of Returned Products

Products returned under the Cooling-off Period must be returned with all items that were included in the original delivery: the de, warranty card if applicable), original packaging materials, and any free gifts included withvice itself, all included accessories (charging cable, adapter, documentation the Order. Missing accessories may be deducted from the refund at cost. Products must not have been registered with any third-party service in a way that prevents reset, including iCloud Activation Lock (Find My iPhone) for Apple devices. If a device is returned with Activation Lock (including iCloud Find My or equivalent device management lock) enabled and the device cannot be reset as a result, we will notify you within two (2) business days of receiving the returned Product and request that you remotely disable the Activation Lock within five (5) business days of our notification. Where the Activation Lock cannot be disabled remotely and professional unlocking is required, the reasonable cost of that unlocking service will be deducted from your refund as a diminished-value assessment, provided we can evidence the cost incurred. Your statutory refund will be processed within fourteen (14) calendar days of the date on which we receive the returned Product or evidence of its dispatch, whichever is earlier, in accordance with Article 13(1) of the Consumer Rights Directive. The Activation Lock deduction, if applicable, will be communicated to you in writing before it is applied, and you will have five (5) business days to respond or dispute the deduction before the refund is finalised. 

3.5 Exclusions from the Right of Withdrawal

Pursuant to Article 16 of the Consumer Rights Directive as implemented in Polish law, the right of withdrawal does not apply to: (a) Products that have been personalised or made to your specific requirements; (b) sealed software or digital products that have been unsealed and activated after delivery; (c) Products where the hygiene or health protection seal has been broken after delivery, where such a seal is present for legitimate hygiene reasons. Please note that refurbished electronics do not generally bear a hygiene seal, and the mere fact that a device has been powered on does not forfeit the right of withdrawal. However, where a device has been configured, applications installed and used, personal accounts signed in, or significant wear inflicted beyond inspection purposes, an assessment of diminished value will be applied.

4.1 Cancellation Before Dispatch

You may cancel an Order free of charge at any time before the Order has been dispatched for delivery. To cancel before dispatch, contact us immediately by email at returns@exactsolution.com with your Order number and a clear statement that you wish to cancel. If we receive your cancellation request before the Order has been dispatched, we will confirm the cancellation and process a full refund of the purchase price and any delivery charges within five (5) business days of the cancellation confirmation, to your original payment method. Please note that under applicable consumer protection law, the statutory maximum for processing such refunds is fourteen (14) calendar days. Our five-business-day commitment is a voluntary commercial undertaking. Where exceptional circumstances prevent us from meeting this target, we will notify you and process your refund within the statutory fourteen-day maximum in any event. 

We cannot guarantee that cancellation requests received after an Order has already been handed to a carrier can be processed before delivery is attempted. If delivery has already been dispatched at the time we receive your cancellation request, you will need to either refuse delivery or return the Product under the Cooling-off Period procedure described in Section 3. In this case, standard return conditions apply.

4.2 Cancellation After Delivery

Cancellations made after you have received the Product are processed as withdrawals under the Cooling-off Period (see Section 3) or as returns based on lack of conformity (see Section 5). There is no separate cancellation right once physical delivery has been completed; your rights at that stage are governed by the applicable provisions of this Policy and applicable law.

4.3 Company-Initiated Cancellation

We reserve the right to cancel an Order in exceptional circumstances, including where a Product becomes unavailable after Order placement, where a pricing error has been identified, where we have reasonable grounds to suspect fraud or abuse, or where delivery to your location is not feasible. In any such case, we will notify you promptly, provide a full refund of all amounts paid, and, where feasible, offer you the opportunity to purchase an equivalent available Product at the correct price.

5.1 Statutory Warranty — Two Years

Under the Sales of Goods Directive (2019/771/EU) as implemented in Polish law, the Company is liable for any lack of conformity with the Sales Contract that exists at the time of delivery and becomes apparent within two (2) years from the date of delivery. A Product is considered not in conformity if it: does not match the description, type, quantity, quality, or functionality stated in the Product listing; is not fit for the purposes for which goods of that type are ordinarily used; does not meet the cosmetic grade described in the listing; or does not possess the durability, functionality, compatibility, and security expected by a consumer for goods of that type.

For the first twelve (12) months following delivery, if a lack of conformity becomes apparent, it is presumed to have existed at the time of delivery, and the burden of proof falls on the Company to demonstrate otherwise. After twelve (12) months and up to the end of the two-year Statutory Warranty Period, the burden of proof shifts to the Consumer to show that the lack of conformity existed at the time of delivery. Cosmetic wear consistent with normal use of a refurbished device, and issues caused by accidental damage, misuse, or unauthorised modification, are not covered by the statutory warranty.

The full two (2) year Statutory Warranty Period applies to all Products sold through the Platform unless a reduced warranty period of not less than one (1) year has been expressly agreed with you and disclosed in the Product listing prior to purchase, in accordance with Article 10(5) of the Sales of Goods Directive. Where a reduced warranty period applies to a specific Product, this will be clearly stated in the Product listing and confirmed in your Order Confirmation. 

5.2 Hierarchy of Remedies

Where a valid lack of conformity is established, you are entitled to the following remedies in the order of preference set out in applicable law. In the first instance, you are entitled to repair or replacement of the Product, at your choice, provided the chosen remedy is not impossible or does not impose disproportionate costs on the Company compared to the alternative remedy. We will complete the repair or replacement within a reasonable time — in any event no longer than thirty (30) calendar days from the date we confirm receipt of the returned Product — without significant inconvenience to you and at no cost to you.

If repair or replacement is not possible, has not been completed within the specified timeframe, or has been attempted but the Product remains non-conforming after a single repair attempt, you are entitled to: 

(a) a proportionate reduction in the price, which is calculated in proportion to the difference in value between the Product as delivered and the Product as contractually required; or 

(b) termination of the Sales Contract with a full refund, provided the lack of conformity is not minor. A lack of conformity is considered minor where it does not significantly impair the usability of the Product. The determination of whether a lack of conformity is minor rests entirely on the Company. We bear the burden of establishing that a lack of conformity is minor before invoking this exception. Where we consider a lack of conformity to be minor and decline to offer termination on that basis, we will provide you with a written explanation of our assessment and the evidence supporting it. You retain the right to challenge this determination and to escalate your complaint in accordance with Section 11 of this Policy. 

5.3 How to Make a Warranty Claim

To initiate a warranty return, contact our returns team at returns@exactsolution.com with the following information: your full name and Account details; your Order number and the date of purchase; a detailed description of the defect or lack of conformity you have identified; photographs or video evidence of the defect where visible; and a description of when and how the issue first became apparent. We will review your claim and respond within seven (7) business days with our initial assessment and, if the claim is accepted, an RMA reference number and return instructions.

This twenty-one-day return window is a reasonable operational requirement designed to enable timely processing of your claim. It does not constitute a waiver of your statutory warranty rights if you are unable to return the Product within this period for reasons beyond your reasonable control. If you anticipate difficulty meeting the twenty-one-day deadline, please contact us at returns@exactsolution.com before the deadline expires and we will agree a reasonable extension with you. w3Return shipping for valid warranty claims is arranged and paid for by the Company. We will provide a prepaid return label or arrange for courier collection from your address at our expense. You should retain proof of return shipment. Products sent back without an RMA number may be refused or may experience processing delays. The Product should be securely packaged to prevent damage in transit; the Company is not responsible for damage caused by inadequate packaging.

Warranty Claim Response Time: We aim to assess all warranty claims within 7 business days. Repairs and replacements are completed within 30 calendar days of receiving the returned Product. You will receive email updates at each stage of the process.

5.4 Commercial Warranty

In addition to the statutory two-year warranty, the Company may offer a voluntary commercial warranty on certain Products, as described in the relevant Product listing or warranty certificate. A commercial warranty provides rights additional to, and does not replace, the statutory warranty. The terms of any commercial warranty (including its duration and the defects it covers) are set out in the Product listing. Where a commercial warranty period exceeds the statutory two-year period, the extended warranty is voluntary and the Company's obligations under it are limited to the terms stated in the commercial warranty documentation.

6.1 Refund Method

Refunds are issued to the same payment method used for the original purchase. If payment was made by credit or debit card, the refund will be credited to the same card. If payment was made via PayPal or another e-wallet, the refund will be issued to the same account. If payment was made by bank transfer, the refund will be made to the originating bank account.

Where the original payment method is no longer available — for example, where a card has been cancelled or an account has been closed — please contact us at returns@exactsolution.com as soon as possible so that we can arrange an alternative refund method. In such cases, we may request verification of your identity and account details before processing the refund to an alternative method. We are unable to issue refunds to a third party's account under any circumstances.

You may indicate a preferred alternative refund method on the Model Withdrawal Form in Annex A. Any such request is subject to verification and will only be accommodated where the original payment method is genuinely unavailable.

6.2 Refund Timelines

For cancellations before dispatch, refunds are processed within five (5) business days of the confirmed cancellation. For returns under the Cooling-off Period, refunds are processed within fourteen (14) calendar days of the earlier of: 

(a) the date we receive the returned Product at our warehouse; or 

(b) the date you provide us with evidence that you have dispatched the returned Product (such as a shipping receipt or tracking confirmation). Under no circumstances will we delay a withdrawal refund beyond fourteen (14) days from confirmation of the return shipment, regardless of when the Product physically arrives. 

For warranty returns involving a full refund (where repair or replacement is not available or appropriate), refunds are processed within fourteen (14) calendar days of our confirmation that the returned Product has been assessed and the refund approved. For partial refunds based on proportionate price reduction, the refund amount will be communicated to you in writing before processing.

Once initiated on our side, the time for the refund to appear in your account depends on your bank or payment provider. Credit card refunds typically take three (3) to five (5) business days to be credited following our initiation. Bank transfers typically take one (1) to three (3) business days. All processing times stated above are indicative only. Once a refund has been initiated by the Company, the time for funds to appear in your account is determined by your bank, card issuer, or payment provider and is outside our control. If your refund has not appeared within the indicative timeframe following our notification that the refund has been initiated, we recommend contacting your bank or payment provider in the first instance before contacting us. 

You will receive an email notification when your refund is initiated, including the refund amount and the expected timeline for it to reach your account.

6.3 Deductions from Refunds

The full purchase price of the Product will be refunded in all cases where the return is due to a lack of conformity or manufacturing defect. Where a return is made under the Cooling-off Period, the following deductions may apply: 

(a) a deduction for diminished value of the Product resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning, where such diminished value can be assessed and evidenced by us; 

(b) the cost of any accessories missing from the return, assessed at the replacement cost to the Company; and 

(c) in the case of Apple devices, any costs incurred in removing an Activation Lock applied by the Consumer. In no event will a deduction exceed the original purchase price. Where a deduction is to be applied, we will notify you in writing within five (5) business days of receiving and inspecting the returned Product, stating the deduction amount and the basis for it, and providing you with an opportunity to respond before the refund is finalised.

You will have five (5) business days from the date of our deduction notification to respond with any objection or supporting evidence. If you dispute a proposed deduction, we will review your response and provide a final written decision within five (5) business days of receiving it. If the dispute cannot be resolved at this stage, you may escalate the matter in accordance with the complaints and ADR procedure set out in Section 11 of this Policy. We will not finalise a disputed deduction until either the response period has elapsed without a response from you, or the dispute has been resolved. 

We will not charge you a restocking fee for any return made within the Cooling-off Period. We will not charge an administrative processing fee for any return or refund.

The Company does not operate a like-for-like exchange programme as a standalone service. However, when you return a Product under the Cooling-off Period and wish to purchase a different Product, you are welcome to place a new Order once your return is confirmed. Your refund for the original Order will be processed in accordance with the timelines in Section 6.

Where a Product is returned under a warranty claim and the Company elects to provide a replacement, the replacement will be of the same model, grade, and specification as the original Product, or a Product of equal or superior specification where the exact model or grade is no longer available. The Consumer's preference will be taken into account where operationally possible. Replacement Products are not subject to a deduction for cosmetic wear on the original unit.

The following Products or circumstances fall outside the scope of the Cooling-off Period return right, though statutory warranty rights may still apply where a lack of conformity is present: 

(a) Products purchased in an explicitly non-consumer capacity (i.e., by a business buyer who is not acting as a Consumer); 

(b) Products customised or modified by the Company at the Consumer's specific request prior to sale; 

(c) digital software licences that have been activated by the Consumer following delivery; and 

(d) Products returned without an RMA number after the allotted return window has elapsed.

In all cases, the statutory warranty for lack of conformity under Section 5 of this Policy remains available for a period of two (2) years from delivery, irrespective of the exclusions above. The exclusions set out in this Section affect only the contractual Cooling-off Period right and do not limit or exclude any mandatory statutory consumer rights.

If your Product is delivered in a visibly damaged condition, we recommend that you note the damage on the courier's delivery form before signing, take photographs immediately, and notify us at returns@exactsolution.com as soon as practicable and ideally within forty-eight (48) hours of delivery. Prompt notification assists us in pursuing claims with the carrier and resolving your case more efficiently. However, this forty-eight-hour window is a recommendation for operational purposes only. Your statutory rights in respect of a Product that is not in conformity with the Sales Contract are not conditional on notification within any particular period and remain fully available for the duration of the two-year Statutory Warranty Period. 

If you receive an incorrect Product — that is, a Product that does not match the description in your Order Confirmation — or if your delivery is incomplete, contact us at returns@exactsolution.com within seven (7) days of delivery with your Order number and details of the discrepancy. We will arrange collection of the incorrect item at our expense and dispatch the correct item or process a full refund at your election within five (5) business days of confirming the error. This seven-day notification window is an operational guideline to enable efficient resolution of your case. Your statutory rights in respect of an incorrect or incomplete delivery are not forfeited by notification outside this period and remain fully available for the duration of the two-year Statutory Warranty Period.

Where you have purchased a Product through a third-party marketplace platform — such as Back Market, Refurbed, Allegro, Cdiscount, eBay, or Kaufland — rather than directly through www.exactsolution.com, the return and refund process is initiated through that marketplace platform in accordance with its own return procedures. The Company will still honour all statutory warranty and consumer protection obligations as the Seller. However, the administrative process, timelines, and communication channel for returns may be governed by the relevant marketplace's rules.

For marketplace orders, you should initiate any return, refund, or warranty claim through the marketplace's in-platform messaging or returns portal in the first instance. If you experience difficulty resolving your issue through the marketplace platform, you may contact us directly at returns@exactsolution.com referencing your marketplace Order ID and the name of the platform, and we will assist you in resolving the matter.

Where any marketplace platform's return procedure, timeline, or policy is less favourable than the statutory consumer rights to which you are entitled under the Consumer Rights Directive or the Sales of Goods Directive, your statutory rights prevail in all cases. The Company will honour its statutory obligations as seller regardless of any restrictions imposed by the marketplace platform's own policies. If a marketplace platform refuses to process a return or refund to which you are legally entitled, please contact us directly at returns@exactsolution.com and we will ensure your statutory rights are fulfilled.

If you are not satisfied with the outcome of a return, refund, or warranty claim, please contact us in writing at legal@exactsolution.com with a full description of your complaint and the outcome you are seeking. We are committed to resolving all disputes fairly and in good faith. We will acknowledge your formal complaint within five (5) business days of receipt and provide a substantive written response within thirty (30) calendar days of receipt.

If we are unable to resolve your complaint to your satisfaction within sixty (60) calendar days of the date of your first written contact with us regarding the matter — whether or not that initial contact constituted a formal complaint — you have the right to pursue alternative dispute resolution

If we are unable to resolve your complaint to your satisfaction within sixty (60) days of your initial contact, you have the right to pursue alternative dispute resolution. In Poland, you may refer your dispute to the Stały Polubowny Sąd Konsumencki (Permanent Consumer Arbitration Court) at the relevant District Trade Inspectorate (Inspekcja Handlowa), or to the Consumer Ombudsman (Rzecznik Konsumentów) in your municipality. EU residents may also use the European Commission's Online Dispute Resolution (ODR) platform at "http://ec.europa.eu/consumers/odr/"  to seek out-of-court resolution. These mechanisms are voluntary and your right to bring proceedings before a court of competent jurisdiction is unaffected.

This Return and Refund Policy is governed by the laws of the Republic of Poland, without prejudice to any mandatory consumer protection rights applicable in the EU member state of your habitual residence. In the event of any dispute arising under or in connection with this Policy, the courts of Poland shall have non-exclusive jurisdiction. Consumers resident in other EU member states retain the right to bring proceedings before the courts of their country of habitual residence.

The Company reserves the right to amend this Return and Refund Policy from time to time to reflect changes in applicable law, regulatory guidance, or our operational procedures. Material changes will be notified by email to registered Account holders and by prominent notice on the Platform at least thirty (30) days before they take effect. The policy applicable to a specific Order is the version in force on the date of the Order Confirmation.

For all returns, refunds, and warranty enquiries: returns@exactsolution.com

For legal correspondence and formal complaints: legal@exactsolution.com

Postal address: Exactflow P.S.A., ul. Stanisława Bodycha 87, 05-816 Reguły, Poland

Platform: www.exactsolution.com

This form should be completed and returned only if you wish to withdraw from the Sales Contract within the 14-day Cooling-off Period. You may submit this form by email to returns@exactsolution.com or by post to ul. Stanisława Bodycha 87, 05-816 Reguły, Poland.

To: Exactsolution P.S.A., ul. Stanisława Bodycha 87, 05-816 Reguły, Poland, Email: returns@exactsolution.com

I/We (*) hereby give notice that I/We (*) withdraw from the contract of sale of the following Product(s):

Product description and Order number: ___________________________________________

Date of Order / Date of receipt of delivery: _______________________________________

Consumer name(s): ___________________________________________________________

Consumer address: ___________________________________________________________

If the original payment method used for this Order is no longer available (e.g. card cancelled, account closed), please state the reason and your preferred alternative refund method below. Alternative refund methods are subject to identity verification and are only accommodated where the original method is genuinely unavailable. Refunds cannot be issued to a third party's account.

Reason   original payment method is unavailable: ____________________________________

Preferred alternative refund method: ____________________________________________

Signature (only required if submitting this form in physical paper form): ________________

Date: _______________________________________________________________________

.,