Complaints and 2 years of protection - all product conditions
New, ex-display, or used - when making a consumer purchase at OutletBaby, each of these conditions is covered by the seller’s 2-year statutory liability for lack of conformity with the contract. The period begins on the date the product is delivered.
What protection do you have?
| Product condition | Seller’s statutory liability |
|---|---|
| New | 2 years from delivery |
| Ex-display | 2 years from delivery |
| Used | 2 years from delivery |
The seller is liable for any lack of conformity that existed when the product was delivered and becomes apparent within two years. As a rule, any lack of conformity that becomes apparent during this period is presumed to have existed at the time of delivery, unless proven otherwise or unless this presumption is incompatible with the nature of the goods or the lack of conformity. Statutory exceptions and any more favorable customer rights remain unaffected.
Statutory protection and guarantee
The seller’s statutory liability and a voluntary guarantee are separate grounds for making a claim. The information about 2 years on this page refers to statutory protection - it is not an additional OutletBaby guarantee. A manufacturer’s or other guarantor’s guarantee applies if one has been provided, under the terms of their statement. The absence of a manufacturer’s guarantee does not affect your rights against the seller.
What about signs of use and missing items?
The product’s condition is taken into account when assessing conformity with the contract, but simply labeling it “ex-display,” “used,” or “outlet” does not remove your right to make a claim. Excluding liability for a specific different feature requires the statutory conditions to be met, including clear information before purchase and explicit, separate acceptance of that feature. The description alone does not automatically constitute such acceptance.
Normal wear and tear resulting from proper use or damage caused after delivery does not automatically mean that the product did not conform to the contract at the time of delivery. We assess each report individually and do not exclude batteries or consumable parts from statutory rights in advance.
How do I submit a complaint?
Email us at shop@outletbaby.com. Provide your order number or other information that allows us to confirm the purchase, describe the problem, and state what you are requesting. Photos or a video may help, but not having them does not prevent you from submitting a complaint. A receipt and original packaging are not required to file a complaint. You can also submit a complaint in another permissible form.
What solutions are available?
You can request a repair or replacement and, in situations provided for by law, a price reduction or termination of the contract. Repairs or replacements under statutory liability are provided at no cost to the consumer, including necessary transportation costs. We will arrange how the product can be made available or collected.
We respond to consumer complaints within 14 days of receiving them. This is a response deadline, not a promise that every repair will be completed within 14 days.
International purchases and returns
This information explains consumer protection under Polish law and does not limit mandatory, more favorable consumer rights in your country. A complaint about a product not conforming to the contract is a separate procedure from a return without giving a reason.