Returns and Complaints Policy
1. Nature of the Products
The store nicefamily.pl sells digital content — printable PDF files delivered electronically and not supplied on a physical medium.
2. Right of Withdrawal (14 Days)
As a rule, Consumers have the right to withdraw from a distance contract within 14 days without providing any reason.
3. Loss of the Right of Withdrawal — Digital Content
The right of withdrawal does NOT apply to contracts for the supply of digital content not delivered on a tangible medium, for which the Consumer is obliged to pay, if:
- the Seller has begun performance (made the file available for download) with the Consumer’s express prior consent;
- the Consumer was informed before the performance began that they would lose the right of withdrawal once the Seller completed the performance and acknowledged this information;
- the Seller provided the Consumer with confirmation of the conclusion of the contract.
Legal basis: Article 38(13) of the Polish Consumer Rights Act of 30 May 2014.
The Customer gives the above consent by checking the appropriate checkbox during the ordering process.
In practice, this means that after payment is completed and the files are made available for download, a refund or withdrawal is no longer possible.
4. Complaints — Non-Conformity of Digital Content
The Seller is obliged to provide digital content in conformity with the contract.
If the digital content is not in conformity with the contract (e.g. corrupted file, inability to download, or inconsistency with the description), the Consumer may submit a complaint and request that the content be brought into conformity with the contract or, in certain cases, request a price reduction or withdraw from the contract in accordance with Chapter 5b of the Polish Consumer Rights Act.
5. How to Submit a Complaint
Complaints should be submitted by e-mail to:
kontakt@nicefamily.pl
or in writing to the Seller’s address.
The complaint should include:
- Customer details,
- order number,
- product name,
- description of the issue or non-conformity.
The Seller will respond to the complaint within 14 days from the date of receipt.
6. Seller Information
RoK-Projekt Krzysztof Rozum
ul. Warszawska 3
08-443 Sobienie-Jeziory
Poland
VAT ID (NIP): 826-175-51-15
7. Out-of-Court Dispute Resolution
Consumers may use out-of-court methods of handling complaints and pursuing claims, including the EU Online Dispute Resolution platform available at: