Right of Withdrawal from the Contract

B2B Kreativia is primarily a dedicated on-demand production store. The customer defines the order parameters themselves by initially selecting a photo, material, print dimensions, and any optional product finishing options. Therefore, production is carried out from scratch according to the Customer's order. For these reasons, in accordance with the applicable law, the Customer does not have the right to withdraw from the contract, except in the situations described in point 3 below (VII.3).

Therefore, the right to withdraw from the contract under Article 27 of the Consumer Rights Act (i.e., the actual return of goods within 14 days without giving a reason) definitively does not apply in the following cases (Article 38 of the Consumer Rights Act):

1. Contracts related to the supply of goods that have been prepared and executed to the Customer's special order, including photo wallpapers, paintings, posters, stickers, and other products made to the Customer's individual order.

2. Contracts related to non-prefabricated products produced according to the Customer's specifications or serving to meet their individualized needs.

3. Contracts related to goods that have been ordered and will be used for the Customer's business activities.

4. The Customer, being a consumer, has the right to withdraw from the contract without giving a reason within 14 days from the date of delivery of the order in the case of purchasing goods other than those specified in point 2 (VII.2) above. To effectively meet the above deadline, it is necessary to return the order to the Store along with a statement of withdrawal from the contract. A ready-made withdrawal form will be sent to the customer by email along with the order confirmation.

5. The consumer is responsible for the reduction in the value of the item resulting from using it in a way that goes beyond what is necessary to determine the nature, characteristics, and functioning of the item.

Complaints and Returns

Kreativia Sp. z o.o Sp.k. is responsible for the purchased goods under the warranty according to the provisions of the Civil Code, which applies from the day the product is delivered to the Customer. The warranty in contracts with entrepreneurs is excluded.

The buyer should check the condition of the shipment at the time of receipt from the courier. Detailed guidelines on how to proceed in such a situation are provided in point 9 below.

To ensure the efficient realization of the order, the Customer is obliged to immediately inform the store of an attempt to deliver a damaged shipment.

To efficiently handle a complaint, it is necessary to:

• Secure the goods,
• Describe the defect or malfunction of the goods,
• Take photos of the goods,
• Submit a complaint, preferably by email to .......................................
• Wait for the Store's response,
• Return the goods after the complaint is accepted and the return is confirmed by the Store.

Minor deviations of the delivered product from those offered in the store cannot be the basis for a complaint. A minor deviation is recognized as slight differences in format, type, and quality of the substrate, which are technologically unavoidable in the production process. Differences in the actual product's color compared to the color displayed on the computer monitor also cannot be the basis for a complaint. The store will not recognize complaints in case of improper handling of the product by the Customer or its unskilled use or assembly.

The store is responsible to the customer if the sold item has a defect that reduces its value or usefulness, if the item does not have the properties that the Customer was assured of, or if the item was delivered to the Customer incomplete. In such cases, the Customer may demand that the product be brought to a condition consistent with the contract through free repair or replacement with a new product.

Complaints are processed within 14 days from the date they are submitted and the product is returned.

If Kreativia Shop delivers an item free of defects as part of fulfilling the delivery, it may request the return of the defective goods from the Customer.

Shipment Complaints - Additional Guidelines for Customers:

• Any external damage should be reported immediately upon receipt of the shipment. The package should be received, opened with the courier, and the following should be determined:
  • If the contents are undamaged – everything is in order and no further action is required.
  • If part of the contents is damaged, a report should be written, noting the damaged items (description, quantity) and taking photos.
  • If the entire goods are damaged, a report should be written and photos should be taken.
• If the external damage is so significant that you categorically refuse to accept the shipment, please ensure that the courier accurately records the reason for refusal as "damage" and take a photo(s).
• In the case of a shipment that appears intact from the outside, but its contents are damaged upon unpacking – this does not prevent filing a complaint. In such a situation, you should call the delivery company and report the problem within 5 business days and – as in each of the above cases – take a photo.
• Late delivery of shipments – if you have a confirmed delivery date and the shipment has not arrived on time – please report this information to us.
• In the event of the shipment not being delivered on time due to the carrier's fault, the complaint does not include delivery to an address other than the original one. Please treat each of the above situations very seriously – failure to follow the guidelines deprives us of the possibility to clarify the situation with the courier company and will consequently result in the automatic rejection of the complaint.