Refund policy



Returns and Complaints

Effective from: 01.01.2026

1. General information

This document sets out the rules for withdrawal from the contract and for submitting and handling complaints in the online store Camping Lab, available at https://campinglab.pl

This document forms an integral part of the Camping Lab Online Store Terms and Conditions.

2. Right of withdrawal — standard products

  1. A Customer who is a Consumer or a Privileged Entrepreneur has the right to withdraw from the sales contract for a Standard Product within 14 days of receiving it, without giving any reason.
  2. To meet the deadline, it is sufficient to send the withdrawal statement before the deadline by email to: info@campinglab.pl.
  3. The withdrawal statement may be submitted in any form, provided that it clearly expresses the intention to withdraw. The Seller will promptly confirm receipt by email.
  4. The Customer must return the Standard Product within 14 days of submitting the withdrawal statement.
  5. The cost of returning the Product is borne by the Customer, unless the Seller decides otherwise.
  6. The refund, including the cost of the original delivery (based on the least expensive standard delivery method), will be made no later than 14 days from the date the withdrawal statement is received.
  7. The Seller may withhold the refund until the Product is received or proof of its return is provided.
  8. The refund will be made using the same payment method, unless the Customer agrees to another method.
  9. The Customer is liable for any reduction in the value of the Product resulting from use beyond what is necessary to establish its nature, characteristics and functioning.

3. No right of withdrawal — personalised products

  1. The right of withdrawal does not apply to Personalised Products, i.e.:
    • non-prefabricated products,
    • made to the Customer's individual order,
    • which cannot be returned to standard sale after the order is placed.
  2. Legal basis: Article 38(3) of the Polish Consumer Rights Act.
  3. Information about the loss of the right of withdrawal is presented to the Customer:
    • in the product description,
    • at the order placement stage,
    • through a mandatory checkbox in the cart or checkout process.

4. Complaints — conformity with the contract

  1. The Seller is required to deliver Products that conform to the Contract.
  2. The Customer has the right to submit a complaint when:
    • the Product does not conform to the Contract,
    • the Product has a defect,
    • the Product was damaged in transit,
    • the Product does not match the ordered configuration.
  3. The following are not considered a lack of conformity with the Contract where they are natural characteristics of materials, such as:
    • differences in shade or colour,
    • visible grain, knots or material structure,
    • minor traces of processing or assembly,
    provided that they do not affect functionality, safety or conformity with the Contract.

5. Submitting complaints

  1. Complaints may be submitted electronically to: info@campinglab.pl.
  2. The complaint should include:
    • the Customer's first and last name,
    • order number,
    • a description of the lack of conformity or defect,
    • photographic documentation (if possible).
  3. Complaints are handled in accordance with the Polish Consumer Rights Act.

6. Handling complaints

  1. Complaints are handled within 14 days.
  2. The Customer will be informed of the decision by email.
  3. If the complaint is accepted, the Seller may:
    • repair the Product,
    • replace the Product or one of its components,
    • reduce the price,
    • issue a refund.

7. Damage in transit

  1. The Customer should inspect the shipment immediately upon receipt.
  2. If damage is found, it is recommended to:
    • prepare a damage report with the courier,
    • contact the Seller.
  3. The absence of a damage report does not deprive the Customer of the right to submit a complaint, but may extend the time needed to handle it.

8. Final provisions

  1. Polish law applies to contracts concluded through the Store.
  2. This document does not limit the rights of Consumers or Privileged Entrepreneurs.
  3. The current version of the document is available on the Store website.