E-commerce Protection: Your Rights as Online Shoppers

In Poland, online shoppers enjoy special legal protections that go beyond standard consumer rights. Whether you’re purchasing from Polish retailers or international sellers, understanding your e-commerce rights ensures you can shop with confidence and know exactly what to do if something goes wrong.

8 min read

Understanding Distance Sales Regulations

Distance sales—purchases made without face-to-face contact between buyer and seller—are governed by specific Polish consumer protection laws. These regulations, based on EU directives, create a comprehensive framework ensuring that online shoppers receive fair treatment and transparent information.

When you purchase goods or services online, the seller has clear obligations to provide you with essential information before you complete your purchase. This includes details about the product, pricing, payment methods, delivery terms, and the seller’s contact information. The website must display this information clearly and accessibly, allowing you to review and confirm your order before payment.

These distance sales protections apply whether you’re shopping from a Polish online store or purchasing from retailers across the European Union. The key requirement is that the seller uses remote communication—whether through a website, mobile app, email, or phone—to complete the transaction.

Professional workspace showing online shopping checkout on computer screen with secure payment interface

The 14-Day Right of Withdrawal

One of the most important protections for online shoppers in Poland is the right of withdrawal. You have 14 calendar days from the moment you receive the goods to change your mind and return them, with a full refund—no questions asked and with no penalty.

Important: This withdrawal right applies to most online purchases of goods. However, certain items are excluded, including custom-made products, perishable foods, sealed media, and items that cannot be returned for hygiene reasons.

Key Points About Withdrawal:

The 14-day period begins the day after you receive the goods, not from the purchase date
You must inform the seller of your decision to withdraw—a simple email is usually sufficient
Return shipping costs are your responsibility unless the seller agrees otherwise or the product was defective
Goods must be returned in their original condition with all packaging, manuals, and accessories
The seller must process your refund within 14 days of receiving the returned goods
If the seller provided a return label or pre-paid shipping, you may not need to pay return costs

Many online retailers now make withdrawal even easier by providing pre-paid return shipping labels or offering free returns. Always check the store’s return policy, as some sellers offer more generous terms than the legal minimum.

Professional photo of delivery person carefully handling package with tracking information visible

Delivery Obligations & Seller Liability

Sellers have specific obligations regarding delivery. Unless you agree otherwise, the seller must deliver the goods within 30 days of your order. If this deadline is not met without your consent, you have the right to cancel your order and receive a full refund.

The seller is responsible for the goods until they reach you. This means if a package is lost or damaged during shipping, the seller—not the courier—bears the liability. You should document the condition of goods when they arrive. If items arrive damaged or are missing, photograph them and contact the seller immediately.

What to Do If Delivery Fails:

Check your order confirmation and tracking information for delivery details
Contact the seller within a reasonable timeframe if delivery is delayed or the package doesn’t arrive
Request a new shipment or a full refund—you have the right to choose
Document all communication with the seller for your records
If the seller refuses to help, file a complaint with the Office of Consumer Protection

Protection Against Defective Goods

When you purchase goods online, you’re automatically protected by a legal guarantee of quality. This means products must be fit for their intended purpose, match their description, and be free of defects. This protection lasts for 2 years from the purchase date in Poland.

Consumer Guarantee Period

You have 2 years to report any defects discovered in purchased goods. Within the first 6 months, defects are presumed to have existed at the time of purchase—the seller must prove otherwise. After 6 months, you must prove the defect existed when you received the goods.

If goods are defective, you have several options: you can request a repair, ask for a replacement, request a price reduction, or withdraw from the contract entirely and receive a refund. The seller must cover all costs associated with these remedies.

How to Report Defects:

Inspect goods carefully upon arrival and within a reasonable timeframe
Report defects in writing to the seller with photographic evidence if possible
Keep all original packaging and documentation related to the purchase
Request the remedy you prefer, and be prepared to negotiate if necessary
If the seller refuses to help, contact your local Office of Consumer Protection

Data Protection & Secure Payments

Your personal data is protected under Polish and EU data protection regulations. Online retailers must clearly explain how they collect, store, and use your information. Before making a purchase, look for the privacy policy link—usually at the bottom of the website—and review it carefully.

When paying online, ensure the website uses secure encryption. Look for “https://” in the address bar and a padlock icon. Never share your full credit card details via email, and use secure payment methods like credit cards or established payment platforms that offer fraud protection.

Payment Protection: If you pay by credit card or through a payment service, you have additional protections against unauthorized transactions. Most card issuers offer zero-liability policies for fraudulent charges made without your permission.

Polish law requires online retailers to have clear contact information and a proper complaints procedure. Before purchasing, verify the seller’s legitimacy by checking their business registration, customer reviews, and contact details. Legitimate sellers should have a physical address and direct contact options available.

Filing Complaints & Seeking Resolution

If you have a dispute with an online retailer, start by contacting the seller directly. Most issues can be resolved through negotiation. Document all communication, including dates, times, and the names of any representatives you speak with. Keep copies of order confirmations, receipts, and correspondence.

If direct negotiation doesn’t work, you can file a complaint with the Office of Consumer Protection (Urząd Ochrony Konkurencji i Konsumentów—UOKiK) in your region. These offices handle consumer disputes at no cost to you. For cross-border disputes with sellers in other EU countries, you can use alternative dispute resolution (ADR) platforms that mediate consumer complaints.

Resources for Consumer Protection:

Regional Office of Consumer Protection (UOKiK)—free complaint handling and investigation
Online Dispute Resolution (ODR) Platform—EU-backed service for online disputes
Small Claims Court—available for disputes under certain amounts
Consumer Rights Organizations—offer free advice and support

Understanding your rights empowers you to shop online confidently. Most e-commerce transactions proceed smoothly, but knowing these protections ensures you’re prepared if something goes wrong. Remember: as an online shopper in Poland, you have strong legal protections designed to ensure fair treatment and quality goods.