Refund policy
Complaints and Returns Policy
1. The definitions used in § 1 of the Online Store Terms and Conditions apply accordingly to this Complaints and Returns Policy.
2. Customers of the Online Store have the right to file a complaint about a defective Product.
3. In accordance with Article 38(1)(4) of the Act of 30 May 2014 on Consumer Rights, the right to withdraw from the contract does not apply if the subject of the service is goods that are perishable or have a short shelf life. Therefore, in the case of ordering Products with a short shelf life or that are perishable (which includes all broths offered in the Online Store), the right of return is excluded.
4. In accordance with Article 38(1)(4) of the Consumer Rights Act, for Products delivered in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons, the right of withdrawal does not apply if the packaging was opened after delivery.
5. The basis and scope of the Seller’s liability to the Customer in the case of physical or legal defects of the Product are governed by generally applicable laws, in particular Articles 556–576 of the Civil Code (warranty for defects in sold goods).
6. The Seller undertakes to deliver Products to the Customer free from physical and legal defects.
7. A Product complaint may be submitted by the Customer in writing to the Seller’s registered address or electronically via email: hello@motherofgut.com.
8. The Seller recommends including the following basic information in the complaint: contact details, information about the Product being complained about, the type and date of the defect or non-conformity, and the preferred method of bringing the Product into conformity with the Sales Agreement. These are only recommendations and do not affect the validity of the complaint submitted by the Customer.
9. Upon receiving a complaint, the Seller will, at the Customer’s choice, either replace the Product with a new one or refund the purchase price (including delivery costs paid by the Customer).
10. The Seller undertakes to respond to the Customer’s complaint promptly, no later than within 14 calendar days from the date the complaint is submitted.
11. If the Customer, acting as a consumer, exercises their rights under warranty by requesting a replacement, repair, price reduction (indicating the amount to be reduced), or submits a statement of withdrawal from the contract, and the Seller does not respond within 14 calendar days, the request shall be deemed accepted.
12. If the complaint submitted by the Customer is incomplete, the Seller will contact the Customer to request the missing information using the contact details provided in the complaint.
13. The Customer will be informed about the outcome of the complaint via the contact details provided in the complaint.
14. A Customer exercising rights under warranty must deliver the defective Product to the following address:
MOG Nutrition PSA, Al. Jerozolimskie 200, 02-486 Warsaw, Poland – return shipping costs are covered by the Seller.
15. For any questions or concerns regarding the complaints process, the Customer may contact the Seller at: hello@motherofgut.com.