Returns and complaints

Version of 24 October 2026. This is an English translation; the Polish version is binding.

Returns within 14 days

As a consumer (or a sole trader with consumer rights), you may withdraw from the contract without giving a reason within 14 days of the day on which you, or a person indicated by you other than the carrier, received the goods. For a gift sent to another address, the period runs from receipt by the recipient of the gift.

1. Write to us before the 14 days are up, at kontakt@szampan.com.pl or by post to Infinitum Retail Sp. z o.o., ul. Annopol 21, 03-236 Warszawa. You may use the model form below, but you do not have to. To meet the deadline, it is enough to send your statement before it expires.
2. Send the goods back no later than 14 days after withdrawing, to the address we give in our reply. The bottle must be unopened, with the closure and excise stamp intact. You bear the direct cost of sending it back.
3. We will refund you no later than 14 days after receiving your statement, using the same payment method, including the cost of the cheapest delivery option we offer. We may withhold the refund until we receive the goods or proof that they have been sent back.

No right of return: engraved bottles (made to your specifications) and bottles opened after delivery or with a broken closure. You are liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Model withdrawal form

To: Infinitum Retail Sp. z o.o., ul. Annopol 21, 03-236 Warszawa, kontakt@szampan.com.pl

I, the undersigned, hereby give notice that I withdraw from the contract of sale of the following goods: …………………

Order number: ……………… Date of receipt: ………………

Name and surname: ……………… Address: ………………

Signature (paper version only): ……………… Date: ………………

Complaints

We are liable for the conformity of the goods with the contract for 2 years from delivery. If a bottle arrived damaged, with a faulty closure, or you received something other than what you ordered, write to kontakt@szampan.com.pl: the order number, what happened and, if you can, a photo. A damage report drawn up with the courier helps, but it is not a condition for a complaint to be accepted.

We reply within 14 days. If we do not respond to the complaint within that time, the complaint is deemed to have been accepted as justified (Article 7a of the Consumer Rights Act (ustawa o prawach konsumenta)). Under the Consumer Rights Act, you may request repair or replacement of the goods (with a bottle of Champagne this in practice means replacement) and, in the cases specified in the Act, in particular if replacement is impossible or would involve excessive costs, a price reduction or withdrawal from the contract. We bear the cost of sending the goods back as part of a complaint.

If we disagree

You may apply to the Provincial Inspector of Trade Inspection in Warsaw (Wojewódzki Inspektor Inspekcji Handlowej w Warszawie), to a municipal or district consumer ombudsman (miejski lub powiatowy rzecznik konsumentów) or to a consumer organisation. Information: uokik.gov.pl.