Refund policy

SATTVA.PL RETURNS AND COMPLAINTS POLICY

This Returns and Complaints Policy supplements the Terms and Conditions of the sattva.pl online store and sets out the rules for submitting complaints and withdrawing from the contract, as well as specific rules for selected product categories.

§1 Conformity of the Goods with the Contract
1. The Seller undertakes to deliver Goods that conform to the Contract.
2. The Seller is liable to a Customer who concludes the contract as a Consumer for any lack of conformity of the Goods with the Contract under the rules set out in the Polish Act on Consumer Rights, in particular in Chapter 5a of that Act.
3. The Seller is liable for any lack of conformity of the Goods with the Contract that exists at the time of their delivery and becomes apparent within two years of that time, unless the shelf life of the Goods is longer.
4. Complaints should be sent to the Seller's email address (info@sattva.pl) or by post to the address of the Seller's registered office.
5. A complaint should include the details of the Customer submitting it, a description of the lack of conformity of the Goods with the Contract and the Customer's demand. Attaching photographs may make it easier and quicker to process the complaint.
6. The Seller undertakes to process the complaint within 14 days. The Customer will be informed of the outcome of the complaint procedure by email or in writing.
7. If the Goods are found not to conform to the Contract, the Consumer may demand repair, replacement, a price reduction or withdrawal from the Contract — under the rules set out in the Act on Consumer Rights.

§2 Complaint costs
If the complaint is accepted as justified (e.g. the product is damaged or does not match the order), the Seller bears the costs of sending back the Goods covered by the complaint and the costs of re-shipping Goods that conform to the Contract. Before sending back the Goods covered by the complaint, please contact us by email — we will agree on the most convenient way to send them back.
If the Customer does not use the method of sending back the Goods indicated by the Seller and chooses a carrier on their own, shipping costs are reimbursed only up to the amount corresponding to the Polish Post (Poczta Polska) price list for the given type and size of shipment, regardless of the cost actually incurred by the Customer.

§3 Withdrawal from the contract — general rules
In accordance with applicable law, the Consumer may withdraw from the contract for the purchase of the Goods within 14 days without giving any reason. The period is counted from the day the Goods are received.

How the return works
1. Submit a return request
To make the return process easier and faster, we provide an electronic return request form, available at:

Return product

Submitting a return request via the online form does not exclude the option of giving notice of withdrawal from the contract by email (info@sattva.pl) or in writing to the address of the Seller's registered office. To meet the deadline, it is sufficient to send the statement of withdrawal before the deadline expires.
2. Send the product back
The product should be sent back at your own expense to the following address:
Sattva Ayurveda
Al. Krakowska 61a
05-090 Sękocin Nowy
Please send the product back intact, in its original packaging if possible. We do not accept parcels sent cash on delivery.

3. Refund
Once we have received and checked the parcel, we will inform you by email that the return has been accepted. The refund will be made without undue delay, no later than 14 days after receipt of the parcel or of information that it has been sent. We refund the payment using the same method that was used for payment, unless you expressly agree to a different method that does not involve any costs for you.
Return costs and diminished value
The cost of sending back the Goods in connection with withdrawal from the contract is borne by the Consumer. The reimbursement of delivery costs applies only to the cost of the original shipment of the Goods from the Seller to the Consumer and does not cover the cost of the Consumer sending the Goods back.
The product may be examined to the extent necessary to establish its nature, characteristics and functioning. The Consumer is liable for any diminished value of the Goods resulting from using them beyond that extent. The Seller reserves the right to reduce the refund by an amount corresponding to the established diminished value of the Goods.

§4 Statutory exceptions to the right of withdrawal
The right of withdrawal is not available to the Consumer in respect of contracts:
a. where the price or remuneration depends on fluctuations in the financial market over which the Seller has no control and which may occur before the withdrawal period expires;
b. where the subject of performance is a non-prefabricated item, manufactured to the Consumer's specifications or serving to satisfy the Consumer's individualized needs;
c. where the subject of performance is an item that deteriorates rapidly or has a short shelf life;
d. where the subject of performance is an item supplied in sealed packaging which, for health protection or hygiene reasons, cannot be returned once the packaging has been opened, if the packaging was opened after delivery;
e. where the subject of performance consists of items which, after delivery, by their nature become inseparably combined with other items;
f. where the subject of performance consists of sound or visual recordings or computer software supplied in sealed packaging, if the packaging was opened after delivery;
g. for the supply of digital content not supplied on a tangible medium, if performance began with the Consumer's express consent before the withdrawal period expired and after the Consumer had been informed of the loss of this right;
h. for the provision of services, if the Seller has fully performed the service with the express consent of the Consumer, who was informed before performance began that they would lose the right to withdraw from the contract once the service had been fully performed.

The above list is an extract from the provisions of the Act on Consumer Rights and applies generally. Specific rules for the products offered by the Seller are described in §5–§7 below.

§5 Non-physical products — e-books, consultations, webinars, training courses
E-books and other digital content delivered online
The right to withdraw from the contract expires when the downloading of, or access to, the digital content begins, provided that before making the purchase the Consumer gave express consent to the content being supplied before the withdrawal period expires and was informed of the loss of the right of withdrawal in connection with that consent.
Consultations, webinars and training courses (services)
If a service (e.g. an individual consultation, a live webinar, a training course) has been fully performed with the Consumer's express consent before the 14-day withdrawal period expires, the right to withdraw from the contract expires once the service has been performed. Before the service begins, the Consumer is informed of the loss of this right and asked to consent to it.
For services that have not yet been performed (e.g. a consultation or training course that has been scheduled but has not taken place), the Consumer may withdraw from the contract under the general rules described in §3, subject to §6 and §7 below.
§6 Consultations — cancellation and rescheduling policy
Regardless of the statutory right to withdraw from the contract (§3, which applies within 14 days of purchase, provided the consultation has not yet taken place), the following policy applies if an already confirmed consultation appointment is rescheduled or canceled:
— Cancellation more than 3 days before the appointment — 100% refund of the amount paid or the option to reschedule at no additional cost.
— Cancellation 3 days or less before the appointment — 50% refund of the amount paid.
— Cancellation less than 24 hours before the appointment, no cancellation or failure to attend the consultation — no refund is due. The consultation is deemed to have been performed, because the time slot was reserved and the Seller remained at the Customer's disposal during that time.
If 14 days have not elapsed between the purchase and the date of the consultation, and the consultation has not yet taken place, the Consumer may also exercise the statutory right to withdraw from the contract described in §3.

To cancel or reschedule a consultation, contact the Seller by email (info@sattva.pl) or by phone (+48 798 402 470), stating the order number and the agreed appointment date.

§7 Group training courses — cancellation and rescheduling policy
Training courses are held in person or online, on fixed group dates indicated at the time of purchase.
As the training course has to be organized in advance (room booking, catering, training materials, confirmation of the number of participants), the following policy applies if the Customer cancels their participation in the training course:
— Cancellation more than 14 days before the training date — 100% refund of the amount paid or the option to transfer the registration to the next date of the same training course, if available.
— Cancellation 7 to 14 days before the training date — 50% refund of the amount paid.
— Cancellation less than 7 days before the training date, no cancellation or failure to attend the training course — no refund is due.

Notwithstanding the above, the Customer may at any time, at no additional cost, transfer their place on the training course to another person — it is sufficient to inform the Seller of this no later than 3 days before the training date.

If 14 days have not elapsed between the purchase and the training date, and the training course has not yet taken place, a Customer who is a Consumer may also exercise the statutory right to withdraw from the contract described in §3.

To cancel, reschedule or transfer a place on a training course to another person, contact the Seller by email (info@sattva.pl) or by phone (+48 798 402 470), stating the order number and the name of the training course.

§8 Copper items — special return rules
Due to the nature of the material (copper reacts with air and water and on contact with food, which causes permanent and irreversible changes to its surface — e.g. patina, discoloration, loss of its original properties), copper items (including vessels) are subject to the following rules:

After the parcel has been received, the copper Product may be inspected and checked to the extent necessary to establish its nature, characteristics and functioning (without contact with water, drinks or food), without losing the right to withdraw from the contract.

If the product shows signs of use beyond that extent (in particular: contact with water, drinks or food, or any action causing visible changes to the surface), the Seller will not accept the return of such a product as part of withdrawal from the contract. A product in such condition will be sent back to the Customer, and the amount paid will not be refunded.

§9 Contact details
Sattva Ayurveda Sp. z o.o., Al. Krakowska 61a, 05-090 Sękocin Nowy
Phone: +48 798 402 470
Email: info@sattva.pl
Opening hours: Monday–Friday, 9:00–17:00