Returns and Complaints Policy

Last updated: June 1, 2026

1. Nature of the Products

The products sold through nicefamily.pl are digital contents in the form of printable PDF files, delivered electronically and not supplied on a tangible medium.

2. Right of Withdrawal (14 Days)

As a general rule, Consumers have the right to withdraw from a distance contract within 14 days without giving 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 supplied 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 prior express consent;
• The Consumer was informed before the performance began that they would lose their right of withdrawal once the Seller had fully performed the contract 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 provides the above consent by checking the appropriate checkbox during the ordering process.

In practice, this means that once the order has been paid for and the files have been made available for download, a refund based on withdrawal from the contract is no longer possible.

4. Complaints – Lack of Conformity of Digital Content

The Seller is obliged to provide digital content that conforms to the contract.

If the digital content does not conform to the contract (for example, a corrupted file, inability to download the file, or inconsistency with the product description), the Consumer may submit a complaint and request that the digital content be brought into conformity with the contract or, in specific cases, request a price reduction or withdraw from the contract in accordance with Chapter 5b of the Consumer Rights Act.

5. How to Submit a Complaint

Complaints should be submitted by email to: sklep@nicefamily.pl or in writing to the Seller’s postal address.

The complaint should include:

• Customer details;
• Order number;
• Product name;
• Description of the non-conformity.

The Seller will confirm receipt of the complaint electronically and will respond within 14 days.

6. Seller Information

RoK-Projekt Krzysztof Rozum
ul. Warszawska 3
08-443 Sobienie-Jeziory
Poland
Tax ID (NIP): 826-175-51-15

7. Alternative Dispute Resolution

Consumers may use out-of-court methods of resolving complaints and pursuing claims, including by applying to a permanent consumer arbitration court, a regional inspector of the Trade Inspection Authority, or a municipal/district consumer ombudsman.

Detailed information is available on the website of the Polish Office of Competition and Consumer Protection (UOKiK).

The European Union Online Dispute Resolution (ODR) platform was discontinued in 2025 and is no longer available.