Returns and complaints

Version dated 27 October 2026.

Contact and parcel address

1. Seller: WE ARE 1991 sp. z o.o., plac Bankowy 2, 00-095 Warszawa, Poland. hello@1991.pl, telephone +48 510 106 852 (customer service from 9:00 to 17:00 Polish time; calls charged at your operator's rates).

2. Address for returns and products subject to complaints: DTW, ul. Sochaczewska 98c, 05-870 Błonie Wieś, Poland; mark the parcel: WE ARE 1991.

3. A Consumer is a natural person making a purchase that is not directly related to their business or professional activity. A Business Customer with Consumer Rights is a natural person entering into a contract directly related to their business activity which is not of a professional nature for that person within the meaning of Article 7aa of the Polish Consumer Rights Act.

Returns: 14 days to withdraw

1. Consumers and Business Customers with Consumer Rights may withdraw from a distance contract without giving a reason within 14 days. For sales of goods, this period starts when the buyer, or a person designated by them other than the carrier, receives the goods. Where one contract covers goods delivered separately, in batches or in parts, the period starts on receipt of the last item, batch or part; for regular deliveries over a specified period, it starts on receipt of the first item. For other contracts, the period starts when the contract is concluded.

2. To withdraw, simply send an unequivocal statement to hello@1991.pl or to: WE ARE 1991 sp. z o.o., plac Bankowy 2, 00-095 Warszawa, Poland. You may use the model form below. An order number or other details identifying the purchase will help us process it. We do not require a reason, photographs or prior approval for a return. Sending the statement before the deadline is sufficient. We acknowledge receipt of statements sent electronically by email.

3. You may also exercise the right to withdraw before receiving preordered goods. The period does not start on payment or when the order is placed. Failure to provide proper information about the right to withdraw has the consequences set out in the Consumer Rights Act, including a possible extension of the period for exercising it.

4. Return the goods without delay, and no later than 14 days after withdrawing, to: DTW, ul. Sochaczewska 98c, 05-870 Błonie Wieś, Poland; mark the parcel: WE ARE 1991, unless the Seller has offered to collect them. Sending the goods before the deadline is sufficient. Please protect the product for transport and include the order number or another identifier that allows us to match the return to the purchase. The absence of a parcel marking or order number does not remove the right to withdraw if the purchase can be identified in another way.

5. The Customer bears the direct cost of returning goods under the ordinary right to withdraw. We do not charge an additional return handling fee. If, because of their nature, the goods cannot normally be returned by post, information about the return cost is provided before purchase. The rule requiring payment for a return does not apply to collection of a product under a valid complaint or to fulfilment of the warranty.

6. We reimburse payments received without delay, and no later than 14 days after receiving the withdrawal statement. When the Customer withdraws from the entire contract, the refund includes the cost of the least expensive standard delivery method available at purchase. We do not reimburse the additional cost of a more expensive delivery method chosen by the Customer. For a partial return, we refund the price of the returned products and delivery costs to the extent that they related exclusively to those products.

7. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or proof that they have been sent back, whichever occurs first. We refund using the same payment method used for the purchase, unless the Customer expressly agrees to another method that involves no cost to them. A voucher does not replace a monetary refund without the Customer's agreement.

8. The Customer may examine the nature, characteristics and functioning of the product as necessary to assess it. They are responsible for any diminished value resulting from handling beyond that scope, subject to statutory exceptions, in particular where proper information has not been provided. Merely opening the packaging of cookware or a kitchen accessory does not exclude a return. A receipt and the original packaging are not absolute requirements for a return.

9. The right to withdraw does not apply in the cases specified in Article 38 of the Consumer Rights Act. In relation to the Store's range, these may include: non-prefabricated goods made to the Customer's specifications or to meet their individual needs; goods liable to deteriorate or expire rapidly; sealed goods that cannot be returned for health protection or hygiene reasons once unsealed after delivery; and goods which, by their nature, become inseparably mixed with other items after delivery. The exception must actually apply to the product; it does not automatically cover all food or all products that come into contact with food. We inform you of the relevant exception before purchase.

10. For services and digital content, the right to withdraw may be excluded only when all relevant statutory conditions have been met, including the required prior express consent, information about the loss of the right, and acknowledgement of that information. Accepting the Terms and Conditions alone does not replace these steps.

11. The expiry of the 14-day period for withdrawal without giving a reason does not prevent a complaint about the product. Contracts concluded before this version was published remain subject to the terms applicable when they were concluded; we honour more favourable rights previously granted, including a 30-day withdrawal period where this formed part of the contract.

Complaints: goods that do not conform to the contract

1. The Seller is liable to Consumers and Business Customers with Consumer Rights for goods that do not conform to the contract under the Consumer Rights Act. This includes damage, missing parts, faulty operation or the absence of characteristics arising from the contract, description or binding assurances.

2. The Seller is liable for a lack of conformity that existed when the goods were delivered and becomes apparent within two years of delivery, unless a longer period of usability has been specified. A lack of conformity that becomes apparent during this period is presumed to have existed at delivery, unless proved otherwise or unless that presumption is incompatible with the nature of the goods or the lack of conformity. This does not limit liability for a lack of conformity that was fraudulently concealed.

3. You can submit a complaint to hello@1991.pl or in writing to: WE ARE 1991 sp. z o.o., plac Bankowy 2, 00-095 Warszawa, Poland. Please provide contact details for our reply, the order number or other information identifying the purchase, the product name, a description of the problem, when you noticed it, and the remedy you are requesting. Photographs help us assess the issue but are not a condition for accepting a complaint. We do not require a receipt, the original packaging or a company form if the purchase can be demonstrated in another way.

4. The Customer may request repair or replacement. The Seller may use the other remedy if the chosen one is impossible or would involve disproportionate costs. If both are impossible or would involve disproportionate costs, the Seller may refuse to bring the goods into conformity. The assessment takes account of the circumstances, the significance of the problem, the value of conforming goods and the inconvenience to the Customer.

5. Repair or replacement takes place within a reasonable time after the Seller is informed of the lack of conformity, without significant inconvenience and at the Seller's expense, including materials, labour and transport. The Customer makes the goods available and the Seller collects them at its own expense. In Poland, we provide a free InPost dispatch code. If the code cannot be used, particularly abroad or because of the parcel's size, we agree another collection method at the Seller's expense. Parcel service address: DTW, ul. Sochaczewska 98c, 05-870 Błonie Wieś, Poland; mark the parcel: WE ARE 1991. Please contact us before dispatch to obtain a code or arrange collection; this is not a condition for submitting a complaint.

6. The Customer may request a price reduction or withdraw from the contract if the Seller has lawfully refused both repair and replacement, has failed to bring the goods into conformity as required by law, the problem persists despite an attempt to repair or replace them, the lack of conformity is sufficiently serious to justify immediate use of these remedies, or the Seller's statement or the circumstances make it clear that the problem will not be resolved within a reasonable time or without significant inconvenience.

7. The price reduction is proportionate to the difference between the value of the non-conforming goods and the value of conforming goods. Withdrawal on grounds of non-conformity is not available where the lack of conformity is minor; it is presumed to be significant. If only some of the goods purchased are non-conforming, withdrawal may also cover other goods purchased together with them where the Customer cannot reasonably be expected to keep those goods without the non-conforming items.

8. We respond to a complaint within 14 days of receiving it, on paper or another durable medium, such as email. Failure to respond means that the Consumer's complaint is accepted; we grant the same rule to Business Customers with Consumer Rights. A request for further information does not in itself extend the response period. This period is not automatically the deadline for completing a repair.

9. In the case of a price reduction, the amount due is refunded without delay, and no later than 14 days after receiving the statement. Where the Customer withdraws because of non-conformity, the goods are returned without delay at the Seller's expense, and the price is refunded without delay, no later than 14 days after receipt of the goods or proof of their return. The refund uses the same method as the original payment, unless the Customer expressly agrees to another method that involves no cost to them.

10. The Customer may withhold payment of the price until the Seller fulfils its obligations under Articles 43d and 43e of the Consumer Rights Act. Acceptance of a complaint is not conditional on first contacting the manufacturer or using the warranty.

The additional 24-month warranty has separate warranty terms. The Customer chooses the basis of the claim; using the warranty does not restrict statutory rights.

Model withdrawal form

This form is optional. Complete and send it only if you wish to withdraw from the contract. You may also send your own unequivocal statement.

To: WE ARE 1991 sp. z o.o., plac Bankowy 2, 00-095 Warszawa, Poland; email: hello@1991.pl.

I/We (*) hereby give notice that I/we (*) withdraw from the contract for the sale of the following goods / supply of the following digital content / provision of the following service (*): ........................................................

Date the contract was concluded / date of receipt (*): ........................................................

Name of consumer(s): ........................................................

Address of consumer(s): ........................................................

Order number and contact email (optional): ........................................................

Date: ........................................................

Signature of consumer(s), only if this form is submitted on paper: ........................................................

(*) Delete as appropriate. This form may also be used by a Business Customer with Consumer Rights.