Returns and refunds policy

1. Return window - 14 days

If you are a Consumer, you may withdraw from the contract without giving a reason within 14 days of receiving your parcel.

Send the Product back promptly, no later than 14 days after submitting your withdrawal statement.

The same right applies to a natural person running a business where the purchase is not of a professional character for them (Art. 7aa of the Polish Consumer Rights Act).

2. How to request a return

The easiest way is the withdrawal form available in the Store - you provide your order code (PPT-XXXXXX) and the scope of the return. We confirm receipt of your statement promptly.

You can also write to [email protected], quoting your order code and stating whether the return covers the whole order or selected Products.

You do not have to give a reason for the return.

3. Condition of returned Products - hygiene exception

We accept returns of Products in intact, sealed packaging.

IMPORTANT: under Art. 38(5) of the Polish Consumer Rights Act, the right of withdrawal does NOT apply to a Product delivered in sealed packaging which cannot be returned after opening for health protection or hygiene reasons. This covers vials of research material and laboratory-grade water - once the tamper seal is broken or the stopper punctured, a return is not possible.

This exception does not limit the right of withdrawal for Products whose seals remain intact.

4. Return address

OxySolve Mateusz Rusyn, ul. Przemysława 4 lok. 45, 44-300 Wodzisław Śląski, Poland.

Please include your order code in the parcel - it speeds up identification of the return and the refund.

We do not accept cash-on-delivery parcels.

5. Return shipping costs

The direct cost of sending the Product back is borne by the Consumer - you choose the carrier.

We do refund the delivery cost you paid with your order. If you chose a delivery method more expensive than the cheapest ordinary method offered in the Store, the difference is not refunded (Article 33 of the Consumer Rights Act).

InPost delivery within Poland is free on orders over 100 PLN. For smaller orders it costs 15 PLN - we refund that amount in full, as it is the cheapest delivery method offered in the Store.

6. Refunds - method and timing

We refund promptly and no later than 14 days from receipt of your withdrawal statement.

The refund is issued using the same payment method you used (card, BLIK or instant transfer handled by Stripe). We charge nothing for this. How quickly the money appears depends on your bank or card issuer, usually 1-5 business days.

If you paid cash on delivery, the refund is made by bank transfer to the account you provide in the withdrawal statement. Providing the account number is your agreement to this method of refund - it involves no cost to you.

We may withhold the refund until we receive the Product or proof that it has been sent back, whichever happens first.

We charge no restocking or handling fees.

7. Damaged, faulty or incorrect Products

This is a separate route - a complaint about lack of conformity with the contract. We are liable for 2 years from delivery of the Product.

Send your complaint to [email protected] with your order code, a description of the issue and photos where possible. We examine it within 14 days of receipt.

If the complaint is upheld, the Seller covers the cost of returning the Product. You may request repair or replacement and, where these are impossible or excessively costly, a price reduction or withdrawal from the contract.

Complaints about the analytical quality of a Product are assessed against the certificate of analysis (COA) for the relevant batch.

8. Business orders

A purchase made by an entrepreneur in direct connection with their business and of a professional character for them is not covered by the 14-day right of withdrawal.

Rights relating to lack of conformity (section 7) still apply - complaints are handled in the same way.

9. Returns contact

Email: [email protected].

Correspondence and return address: OxySolve Mateusz Rusyn, ul. Przemysława 4 lok. 45, 44-300 Wodzisław Śląski, Poland.

Policy last updated: 22.08.2026.