Bought Online or Over the Phone in Poland? Your 14-Day Cancellation Rights

Q: What if the company says "we don't do refunds, see our terms and conditions"?

A company's own internal terms and conditions cannot override the statutory right of withdrawal. If the contract was made at a distance and no exception applies, you're entitled to withdraw regardless of what the terms say. You can also raise a complaint with the Consumer Ombudsman (Rzecznik Konsumentów).

Q: If I return goods, do I have to pay for the postage?

This is governed by Article 32 of the Act. As a rule — yes, you pay the return costs, unless the contract says otherwise or the trader offers a free return. Many companies provide prepaid return labels for consumers, so check the terms first.

Q: What if the parcel gets lost on the way back?

Insurance and tracking are key here. If you send it without insurance, the risk sits with you. Always send returns with tracking and, ideally, insurance (a tracked courier service). If the parcel goes missing, you'll have proof that you sent it, which you can use with the company.

You order something online thinking you'll have time to change your mind, and then the company tells you "no returns." Or you call a call centre, agree to a service, and wonder whether you can back out afterwards. Polish law gives you a 14-day unconditional right of withdrawal from contracts made at a distance — but it comes with a long list of exceptions that mean the right doesn't apply in every situation. This guide explains exactly when the right of withdrawal applies, when it doesn't, and how to exercise it correctly.

This guide is general legal information, not legal advice. How the rules apply depends on the contract, the evidence and the circumstances, and on whether the matter is consumer, civil or business-to-business. If you need advice or representation, the matter should be assessed by a qualified Polish lawyer or relevant specialist. Twoja Sprawa helps you organise the documents for that assessment.

The basics: when the right of withdrawal applies

The unconditional 14-day right of withdrawal comes from Article 27 of the Polish Consumer Rights Act (ustawa o prawach konsumenta), but it only applies to:

Consumers (private individuals buying for personal purposes, not as part of a trade or business).
Contracts made at a distance (online, by phone, by catalogue, by post) or away from the trader's business premises (for example, a contract you sign at home with a sales representative).

If you order something in a physical shop, sit down at a desk, say "yes", and the salesperson writes up the contract — that could count as off-premises if that's genuinely where it happened. But usually there's a clear difference between "I clicked the Order button" and "I signed a document at home with the company's representative."

What exactly is the deadline?

Counting the 14 days

The clock generally starts from the day the contract is made (sometimes from the day you receive confirmation or the goods, depending on the type of contract).
14 days means 14 calendar days, not working days.
If the last day falls on a non-working day, the deadline technically moves to the next working day — but in practice, companies simply count 14 days.
To withdraw correctly, your withdrawal statement needs to reach the company within those 14 days (sending it on the last day is fine, as long as it actually gets there safely).

In practice: send it before the deadline, not on it

If you post a letter by regular mail on day 14 and it arrives on day 16, that's a risk. Send an email instead where possible, or if you're posting a letter, do it earlier — ideally by day 13 at the latest, with a paper record.

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Exceptions: when the 14-day right does NOT apply

This is the most important part — most disputes come down to whether an exception applies or not.

Exception 1: Services fully performed with your express consent

If the company has already fully performed the service (for example, you got instant access to an online course, a livestream already happened, or work has been carried out), and you expressly agreed to this — the right of withdrawal is lost.

What this means in practice: - You buy an online course — you can normally withdraw within 14 days, but if you've already watched it in full and the contract said "instant access" — you may have lost that right. - You order a remote computer repair — if the repair is finished and the computer works properly, you may no longer be able to withdraw.

But: this is often disputed. Companies don't always interpret it correctly, and sometimes stretch it further than the law allows. Check the contract — it may say the service can be treated as "performed" once it starts, even if it isn't fully finished, and that can affect your position.

Exception 2: Hiring a car for specific dates

Article 38(12) of the Consumer Rights Act excludes the right of withdrawal for:

accommodation services, transport of goods, car hire, catering, and leisure-related services, where the contract specifies a particular day or period of performance.

What this means in practice: - You hire a car from 1 to 5 July — you don't get 14 days to withdraw. You booked a fixed period and you're bound by those dates. - You book a hotel for specific nights — the exception applies; you can't withdraw without a penalty (unless the contract says otherwise). - You book a transport ticket — if a date is specified in the contract, the right of withdrawal is lost.

This matters a great deal for travel and hire bookings. If you want to keep your right to cancel, avoid fixing specific dates when booking — though the trader may simply refuse to offer a contract on that basis.

Exception 3: Perishable goods

If you buy groceries, flowers, or other short-shelf-life items online and you've already opened them, you may have a problem. This is fairly practical: once a perishable item has been used or has started to deteriorate, it's much harder to return.

Exception 4: Made-to-order or bespoke goods

If you order something made specifically for you — bespoke furniture, tailor-made clothing, a custom graphic design — and the maker has already started production, the right of withdrawal may be lost. But only if the contract clearly states that no right of withdrawal applies to bespoke goods. Without that condition spelled out in the contract, the right may still apply.

Exception 5: Goods that have already been unwrapped or used

If you buy a tablet online, open the packaging, and try it out — and then want a refund — the seller may say "you've used it, this is now an 'opened item', I can deduct a percentage for the reduction in value."

Technically, you still have the right of withdrawal, but the refund can be reduced by a reasonable amount to reflect any damage or loss in value (Article 32 of the Consumer Rights Act). If you repackage the item carefully and return it "as new", it should be fine. If you send back a stripped-down, clearly used gadget, that's harder to justify.

Exception 6: Financial and insurance services

Financial services (loans, investments, insurance) have different deadlines and rules (usually 30 days, sometimes up to 60). These don't fall under the standard 14-day regime.

How to exercise the right of withdrawal correctly

Step 1: Check the contract

Before you act, work through:

Exactly when was the contract made?
Was it made at a distance or off the trader's premises?
Has the service or goods already been delivered?
Does the contract specify a particular date or period of performance?
Does it contain a clause about "bespoke" or "specially made" goods?

Step 2: Send the withdrawal statement

You can send it:

By email — to the contact address in the contract or on the company's website.
By registered post, in writing — more formal, and it gives you proof of delivery.
Via an online form — if the company provides one.
By text message — if the contract allows it (rare).

Your statement should include: - A clear statement: "I hereby withdraw from the contract made on [date]." - The order or contract number (if there is one). - A short description of the item (e.g. "goods ordered online on 20 June"). - Details of how you want to be refunded (or, for goods, how the return will work).

Sample email:

Dear Sir or Madam,

I hereby give notice that I am withdrawing from the contract made on 22 June 2026 (order number: 123456, item: Kona mountain bike).

I am withdrawing without giving a reason, under Article 27 of the Consumer Rights Act (ustawa o prawach konsumenta).

Please refund the full amount to my account: [IBAN].

Kind regards, [Full name]

Step 3: What happens to the goods?

For physical goods: return them undamaged (opening the new packaging is fine, but avoid using or testing the item as though you owned it). Firms usually allow 3–5 days from sending the statement to return the item; you'll usually pay the return postage yourself, unless the contract says otherwise.
For a service already performed: if you withdraw, you shouldn't be charged, and any amount already paid should be refunded.

Step 4: Getting your money back

The company should refund you within 14 days of receiving your withdrawal statement (Article 32 of the Act), to your account, using the same payment method you used originally (card → card, bank transfer → bank transfer).

If the goods were damaged — not by the courier, but through how you used or handled them — the company can deduct a reasonable amount for the reduction in value. This only applies where the loss in value came from your own handling, not from transport.

Practical scenarios

Scenario A: Bought online, changed my mind

You have 14 days from when the contract was made. You send your withdrawal statement, return the item unopened, and get a full refund. Straightforward — you're entitled to it.

Scenario B: Hired a car from 1 to 10 July

You don't get 14 days — the exception applies (specific dates were fixed). If you change your mind on 5 July, you'll be bound by whatever cancellation clause is in the contract (you may lose the deposit in full or in part).

Scenario C: Bought an online course, watched half of it, want to cancel

This is a grey area. If the contract said "instant access" and you've already had that access, the exception may well apply. But if the course runs for six months and you've only been watching for two weeks, you may still have a case. It depends heavily on the wording of the contract and how the company interprets it.

Best approach: before buying a course, check whether it has its own refund policy beyond the statutory 14 days — many providers are more generous than the law requires.

Scenario D: The service is already finished, I want my money back

If the service has already been completed (for example, a laptop repair, or a designer has finished a project), the exception applies — the right of withdrawal is lost. You'd need to claim a refund on a different basis (for example, faulty workmanship or non-conformity with the contract), which is considerably harder.

When it's worth involving a lawyer

Get specialist advice if:

The company refuses a refund and relies on an exception you don't accept.
The amount involved is significant (roughly PLN 2,000–3,000 or more).
The contract is complex and hard to interpret.
The company threatens penalties for late payment or a counter-claim.

Common consumer mistakes

Waiting too long to withdraw — you count the days, but the deadline slips past without action.
No paper trail — you send the statement by email but keep no proof of delivery.
Opening and using the goods without care — you unpack it, test it thoroughly, then want a refund. You're still entitled to one, but possibly with a deduction for reduced value.
Posting goods back without insurance — the parcel gets lost and you have no proof you sent it.
Not stating things clearly — you don't have to give a reason (that's the point of "unconditional"), but a clear, explicit statement of withdrawal makes a real difference.

Frequently asked questions

Can I withdraw from a contract 14 days after signing it, even if I was promised something different?

If it's a distance contract and none of the exceptions apply — yes. You don't need a reason. But if the contract specifically fixed a period of performance (for example, a hotel stay on specific dates), the exception applies and the right is lost.

What if the company says "we don't do refunds, see our terms and conditions"?

A company's own internal terms and conditions cannot override the statutory right of withdrawal. If the contract was made at a distance and no exception applies, you're entitled to withdraw regardless of what the terms say. You can also raise a complaint with the Consumer Ombudsman (Rzecznik Konsumentów).

How much time do I have to send the withdrawal statement — on the last day, or earlier?

Technically you can send it on the last day, but that's risky (if the email doesn't arrive that same day, it could cause problems). Send it earlier if you can — ideally by day 13 or before, just to be safe.

If I return goods, do I have to pay for the postage?

This is governed by Article 32 of the Act. As a rule — yes, you pay the return costs, unless the contract says otherwise or the trader offers a free return. Many companies provide prepaid return labels for consumers, so check the terms first.

What if the parcel gets lost on the way back?

Insurance and tracking are key here. If you send it without insurance, the risk sits with you. Always send returns with tracking and, ideally, insurance (a tracked courier service). If the parcel goes missing, you'll have proof that you sent it, which you can use with the company.

Can I withdraw from a contract made over the phone?

Yes — a phone contract counts as one made "at a distance" (Article 27). The same rules apply. Send your withdrawal statement by email or by post.

Checklist: exercising your right of withdrawal correctly

[ ] Check the date the contract was made and work out the 14-day deadline
[ ] Review the contract — does it mention specific dates or any exceptions?
[ ] Send your withdrawal statement (email or letter) BEFORE the 14-day deadline
[ ] Include in the statement: the contract date, the order number (if any), and a clear "I am withdrawing" statement
[ ] Keep proof of sending (read receipt for email, proof of postage)
[ ] For goods — pack them securely and send with insurance and tracking
[ ] Keep proof of sending the goods back (label, confirmation)
[ ] Wait for your refund, which should arrive within 14 days of the company receiving your statement
[ ] If the money doesn't come back — send a formal payment demand letter