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Returns and complaints

Last updated: 14 October 2026

This page explains, in brief, how you can cancel your contract and how to make a complaint. The full rules are set out in our Terms and conditions (sections 6 and 7).

1. Your 14-day right to cancel

If you are a consumer, you can cancel the contract within 14 days of the day on which you (or a person you name, other than the courier) take physical possession of the products, without giving any reason, under the Consumer Rights Act 2022 (which gives effect to Directive 2011/83/EU on consumer rights).

2. How to return products, step by step

  1. Tell us your decision. Within the 14 days, send us a clear statement that you are cancelling the contract, by email to shop@ecoben.eu or by post to ECOBEN BIOTECH sp. z o.o., ul. Zabrska 28B, 44-177 Paniówki, Poland. You can use the model form below, but you don’t have to. You meet the deadline as long as you send your statement before the 14 days are up.
  2. Get our confirmation. We will confirm by email, without delay, that we have received your cancellation.
  3. Send the products back. Pack the products and send them to ECOBEN BIOTECH sp. z o.o., ul. Borowa 18, 44-177 Paniówki, Poland, no later than 14 days after the day you told us you were cancelling. Please include your order number in the parcel. You pay the direct cost of returning the products.
  4. Get your money back. We will refund everything you paid, including the original delivery charge, no later than 14 days after the day we received your cancellation. We may withhold the refund until we have received the products back or you have supplied proof of having sent them, whichever is earlier.

3. How you get your money back

  • We refund you using the same means of payment you used for your order (the same card, Apple Pay or Google Pay).
  • We will only use a different means of payment if you have expressly agreed to it.
  • You will not be charged any fees for the refund.

4. Good to know

  • You are only liable for any loss in value of the products resulting from handling them other than as necessary to establish their nature, characteristics and functioning (that is, other than you could have examined them in a shop).
  • The right to cancel does not apply to products that are liable to deteriorate or expire rapidly, to sealed products that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery, or to products that, after delivery, are inseparably mixed with other items.
  • The right to cancel applies to consumers only. Business customers will find the rules that apply to them in our Terms and conditions, section 8.

5. Model cancellation form

(complete and return this form only if you wish to cancel the contract)

  • To: ECOBEN BIOTECH sp. z o.o., ul. Zabrska 28B, 44-177 Paniówki, Poland, email: shop@ecoben.eu
  • I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods: ………………………………….
  • Ordered on (*)/received on (*): ………………………………….
  • Order number (optional): ………………………………….
  • Name of consumer(s): ………………………………….
  • Address of consumer(s): ………………………………….
  • Signature of consumer(s) (only if this form is notified on paper): ………………………………….
  • Date: ………………………………….

(*) Delete as appropriate.

6. Complaints: faulty products

As a consumer, you have legal rights under the Consumer Rights Act 2022 if goods are not in conformity with the contract (for example, faulty or not as described). Within 30 days of delivery, you can use your short-term right to terminate the contract and get a refund. After that, you are entitled to have the products brought into conformity (by repair or replacement) free of charge, or to a proportionate price reduction or termination of the contract, as provided by law. You can bring a claim for a lack of conformity up to 6 years after delivery; a fault that becomes apparent within 1 year of delivery is presumed to have existed at delivery.

  1. Email us at shop@ecoben.eu (or write to us at the address above) and include:
    • your full name and contact details;
    • your order number and delivery date;
    • the name of the product concerned;
    • a description of the problem and when you noticed it;
    • photos, if possible;
    • the remedy you would like (replacement, price reduction or refund).
  2. We confirm receipt of your complaint and, if we need to examine the product, ask you to send it to us. We pay the cost of sending it.
  3. We reply within 14 calendar days of receiving your complaint. If we do not reply within that time, we will treat your complaint and your request as accepted.
  4. If your complaint is not accepted, we return the product you sent, together with the reasons for our decision.

7. If we can’t reach an agreement

Please contact us first at shop@ecoben.eu or on +48 32 428 10 20 (we answer on working days). Information on your consumer rights is available from the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie. As we are based in Poland, you can also get free help with a cross-border dispute from the European Consumer Centre Ireland at www.eccireland.ie. None of this affects your right to bring a claim before the courts, including through the Small Claims procedure.

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