Refund policy

Complaints (lack of conformity)

Time to file a complaint: 2 years from the day the Goods are delivered.

Return shipping address:
TOVARO Complaints Department
ROLV Group sp. z o.o.
ul. Traktowa 6
05-800 Pruszków, Poland

• The basis and scope of the Seller's liability towards the Buyer are set out in generally applicable provisions of law. Where the Buyer is a consumer, the Seller's liability for the lack of conformity of the Goods with the contract is governed by the Act of 30 May 2014 on Consumer Rights (Journal of Laws 2014, item 827, as amended). Where the Buyer is not a consumer, the provisions on statutory warranty (rękojmia) set out in the Civil Code apply (Articles 556–576 of the Civil Code).
• The Seller is obliged to deliver to the Buyer the purchased Goods free from defects, as well as conforming to the actual state in terms of: (i) description, type, quantity, quality, completeness and functionality; (ii) fitness for the particular purpose for which the consumer needs them, of which the consumer informed the Seller no later than at the time of conclusion of the contract and which the Seller accepted; (iii) being supplied with packaging, accessories and instructions which the consumer may reasonably expect; (iv) the quality of the sample or model which the Seller made available to the consumer before the conclusion of the contract. The Seller is not liable for the lack of conformity of the goods with the contract if the consumer, no later than at the time of conclusion of the contract, was expressly informed that a specific feature of the goods deviates from the conformity requirements and expressly and separately accepted the absence of that specific feature.
• A complaint may be submitted by the Buyer, for example:
  • in writing to the address: ROLV Group sp. z o.o., ul. Traktowa 6, 05-800 Pruszków, Poland;
  • electronically by e-mail to: reklamacje@rolv.pl.
• It is recommended to complete the form available at this link and to provide:
  • information and circumstances concerning the subject of the complaint, in particular the type and date of occurrence of the defect;
  • the requested manner of bringing the Product into conformity with the Sales Agreement, or a statement on price reduction or withdrawal from the Sales Agreement;
  • and the contact details of the person submitting the complaint, which will facilitate and speed up the processing of the complaint by the Seller.
• The Seller will respond to the complaint without delay, no later than within 14 days of its receipt; if the Seller fails to do so within that period, the Buyer's request is deemed to have been accepted as justified. Where the complaint submitted by the Buyer is incomplete in a manner that prevents the Seller from processing it (e.g. the Buyer sends the Seller a complaint but does not provide the Goods so that the Seller can examine their technical condition in respect of the reported fault), the period described in the preceding sentence begins to run once the Buyer has supplemented the missing elements of the complaint.
• A consumer who exercises rights arising from the lack of conformity of the Goods with the contract makes the Goods subject to repair or replacement available to the Seller. The costs of delivering the Goods to the Seller in connection with the complaint are borne by the Seller. The Goods should be sent or made available to the address: ROLV Group sp. z o.o., ul. Traktowa 6, 05-800 Pruszków, Poland. The Seller reimburses the Buyer for the shipping costs of the Goods or arranges their collection at the Seller's own expense.
• The Seller is liable for the lack of conformity of the Goods with the contract existing at the time of their delivery and revealed within two years of that moment, unless the use-by date of the goods specified by the Seller, its legal predecessors or persons acting on their behalf is longer.
• If the Goods are not in conformity with the contract, the consumer may request their repair or replacement. The Seller may carry out a replacement when the consumer requests repair, or the Seller may carry out a repair when the consumer requests replacement, if bringing the Goods into conformity with the contract in the manner chosen by the consumer is impossible or would entail excessive costs for the Seller. If both repair and replacement are impossible or would entail excessive costs for the Seller, the Seller may refuse to bring the goods into conformity with the contract.
• If the goods are not in conformity with the contract, the consumer may submit a statement on price reduction or withdrawal from the contract where: (i) the Seller refused to bring the Goods into conformity with the contract or failed to do so; (ii) the lack of conformity with the contract persists even though the Seller attempted to bring the Goods into conformity with the contract; (iii) the lack of conformity of the goods with the contract is so significant that it justifies a price reduction or withdrawal from the contract without first resorting to a request for repair or replacement of the Goods; (iv) it is clear from the Seller's statement or from the circumstances that the Seller will not bring the Goods into conformity with the contract within a reasonable time or without excessive inconvenience to the consumer. The consumer may not withdraw from the contract if the lack of conformity of the Goods with the contract is immaterial.
• Full information on the Buyer's rights is set out in the Act of 30 May 2014 on Consumer Rights (Journal of Laws 2014, item 827, as amended), as well as in the Act of 23 April 1964 – the Civil Code (Journal of Laws 1964, No. 16, item 93).

Returns (right of withdrawal)

Time to withdraw from the contract: 14 days
The cost of return shipping is borne by the buyer.

The most convenient way to submit a withdrawal is via the online withdrawal form. Submission does not require logging in or having an account. You can check the status of your request on the withdrawal status page.

To return the goods, please send them back in their original packaging together with all accessories. Before shipping, the parcel should be secured in a way that allows it to be transported safely. Please mark the parcel with the note "ZWROT" (RETURN).

ROLV Group sp. z o.o.
ul. Traktowa 6
05-800 Pruszków, Poland

• A Buyer who is a consumer and who has concluded a distance contract may withdraw from it within 14 calendar days without giving any reason and without incurring costs, except for the costs specified below. To meet the deadline, it is sufficient to send the statement before it expires. A statement of withdrawal from the contract may be submitted, for example:
  • via the online withdrawal form (without the need to log in);
  • in writing to the address: ROLV Group sp. z o.o., ul. Traktowa 6, 05-800 Pruszków, Poland;
  • electronically by e-mail to: reklamacje@rolv.pl.
• A model withdrawal form is contained in Annex No. 2 to the Act on Consumer Rights and is additionally available at this link. The Buyer may use the model form, but this is not mandatory.
• The period for withdrawal from the contract begins:
  • for a contract under which the Seller releases the Product while being obliged to transfer its ownership (e.g. a Sales Agreement), from the moment the Product is taken into possession by the Buyer or a third party designated by the Buyer other than the carrier; and in the case of a contract which: (1) covers multiple Products that are delivered separately, in batches or in parts, from taking possession of the last Product, batch or part; or (2) consists in the regular delivery of Products for a fixed period, from taking possession of the first of the Products;
  • for other contracts, from the day of conclusion of the contract.
• In the event of withdrawal from a distance contract, the contract is deemed not to have been concluded.
• The Seller is obliged, without delay and no later than within 14 calendar days from the day of receipt of the Buyer's statement of withdrawal, to return to the Buyer all payments made by the Buyer, including the costs of delivery of the Product (except for additional costs resulting from the delivery method chosen by the Buyer other than the cheapest ordinary delivery method available in the Online Store). The Seller refunds the payment using the same method of payment that the Buyer used, unless the Buyer has expressly agreed to a different method of refund that does not entail any costs for the Buyer. Where payment was made by payment card, the refund will be made to the bank account associated with the payment card used to make the payment. If the Seller has not offered to collect the Product from the Buyer, the Seller may withhold the refund of payments received from the Buyer until the Product is received back or until the Buyer provides proof of its return, whichever occurs first.
• The Buyer is obliged, without delay and no later than within 14 calendar days from the day on which the Buyer withdrew from the contract, to return the Product to the Seller or to hand it over to a person authorised by the Seller to collect it, unless the Seller has offered to collect the Product itself. To meet the deadline, it is sufficient to send the Product back before it expires. The Buyer may return the Product to the address: ROLV Group sp. z o.o., ul. Traktowa 6, 05-800 Pruszków, Poland.
• The Buyer is liable for any diminished value of the Product resulting from using it in a manner going beyond what is necessary to establish the nature, characteristics and functioning of the Product.
• Possible costs related to the Buyer's withdrawal from the contract that the Buyer is obliged to bear:
  • if the Buyer chose a delivery method other than the cheapest ordinary delivery method available in the Online Store, the Seller is not obliged to reimburse the Buyer for the additional costs incurred;
  • the Buyer bears the direct costs of returning the Product;
  • in the case of a Product that is a service whose performance, at the express request of the Buyer, began before the expiry of the withdrawal period, the Buyer who exercises the right of withdrawal after making such a request is obliged to pay for the services performed up to the moment of withdrawal. The amount payable is calculated in proportion to the scope of the service performed, taking into account the price or remuneration agreed in the contract. If the price or remuneration is excessive, the basis for calculating that amount is the market value of the service performed.
• The right of withdrawal from a distance contract is not available to the Buyer in respect of contracts:
  • for the provision of services, if the Seller has fully performed the service with the express consent of the Buyer, who was informed before the performance began that, once the Seller has performed the service, the Buyer will lose the right of withdrawal;
  • in which the price or remuneration depends on fluctuations in the financial market over which the Seller has no control and which may occur before the expiry of the withdrawal period;
  • in which the subject of the performance is a non-prefabricated Product, manufactured according to the Buyer's specifications or serving to satisfy the Buyer's individual needs;
  • in which the subject of the performance is a Product that is perishable or has a short use-by date;
  • in which the subject of the performance is a Product delivered in sealed packaging which, once the packaging has been opened, cannot be returned for resale due to health protection or hygiene reasons, in particular in-ear and earbud headphones, toothbrushes, shavers, towels, filters;
  • in which the subject of the performance are Products which, after delivery, by their nature become inseparably combined with other items;
  • in which the subject of the performance is alcoholic beverages, the price of which was agreed upon conclusion of the Sales Agreement and the delivery of which may take place only after 30 days, and the value of which depends on market fluctuations over which the Seller has no control;
  • in which the Buyer expressly requested that the Seller come to the Buyer for urgent repair or maintenance; if the Seller additionally provides services other than those requested by the Buyer, or supplies Products other than spare parts necessary to perform the repair or maintenance, the right of withdrawal is available to the Buyer in respect of the additional services or Products;
  • in which the subject of the performance is audio or video recordings or computer software delivered in sealed packaging, if the packaging was opened after delivery;
  • in which the subject of the performance is an item with damage that prevents its further resale;
  • in which the subject of the performance is an item on which security measures locking the Google account have been activated, preventing the phone from being unlocked and prepared again for further resale;
  • for the supply of newspapers, periodicals or magazines, with the exception of a subscription contract;
  • concluded by way of a public auction;
  • for the provision of services in the field of accommodation other than for residential purposes, transport of goods, car rental, catering, services related to leisure, entertainment, sports or cultural events, if a specific day or period of service was indicated in the contract;
  • for the supply of digital content not recorded on a tangible medium, if the performance began with the Buyer's express consent before the expiry of the withdrawal period and after the Buyer was informed by the Seller of the loss of the right of withdrawal.

Returns of products with an applied protective film (Installation Service)

1. In the case of the purchase of an Additional Paid Service in the form of the application of a protective film (Installation Service), this Service is performed in full before the Product is shipped, with the prior and express consent of the Buyer, of which the Buyer is informed before it begins. In accordance with Article 38(1) of the Act on Consumer Rights, the Buyer is not entitled to withdraw from the contract in respect of the Installation Service itself.
2. In the event of withdrawal from the contract of sale of a Product (e.g. a smartphone) on which a protective film has been applied as part of the Installation Service, the Buyer retains the right to return the Product under the general rules described above. The cost of the Installation Service, comprising the value of the film and its application, is non-refundable.
3. A protective film applied as part of the Installation Service is not subject to separate return or replacement in connection with withdrawal from the contract of sale of the Product.
4. The above does not exclude the Buyer's right to file a complaint regarding the quality of the application itself (e.g. air bubbles, incorrect centring), which should be reported immediately upon receipt of the shipment to the e-mail address: reklamacje@rolv.pl.

Returns of products purchased as part of bundle promotions

1. In the case of promotions consisting in the sale of products in a promotional bundle (e.g. "buy product A and you will receive product B at a promotional price"), the discount is granted conditionally and applies to the purchase of all products covered by the given promotion.
2. Products purchased under such a promotion constitute a promotional bundle whose elements are linked to one another by the terms of the discount granted.
3. A Buyer who is a consumer retains the statutory right of withdrawal from the contract in respect of all or part of the promotional bundle.
4. In the event of the return of only some of the products comprising the promotional bundle, the discount granted conditionally under the promotion is recalculated in such a way that the Customer does not retain the promotional benefit relating to the products that have not been returned.
5. In the event of the return of an incomplete promotional bundle, the Seller will refund the amount reduced by the value of the discount granted conditionally under the promotion, corresponding to the products kept by the Customer. The above does not limit the Consumer's statutory right of withdrawal from the contract.