RETURNS AND RIGHT OF WITHDRAWAL POLICY
Effective from: 21.11.2025
Last update: 22.11.2025
INTRODUCTION
This Returns Policy defines the principles and conditions for making returns and withdrawing from contracts concluded through the Online Shop available at cozypixel.shop (hereinafter: Shop).
The Policy has been prepared in accordance with the requirements of:
Act of 30 May 2014 on consumer rights (Journal of Laws 2020, item 287, as amended)
Civil Code
Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR)
Guidelines of the Office of Competition and Consumer Protection (UOKiK)
§ 1. GENERAL PROVISIONS
1.1. Definitions
E-book – digital content in the form of an electronic publication (e-book) delivered to the Customer's email address in PDF, EPUB, MOBI or other electronic format. The E-book is not saved on a physical medium (such as a USB drive, CD/DVD disc or paper print).
Consumer – a natural person concluding a contract with the Seller not directly related to their business or professional activity.
Entrepreneur with consumer rights – a natural person concluding a contract directly related to their business activity, when the contract content shows it does not have a professional character for that person.
Customer – any person purchasing an E-book in the Shop.
Seller – a natural person conducting unregistered business activity whose data is contained in the Shop Regulations.
Sales Contract – the contract for the sale of an E-book concluded between the Customer and the Seller through the Shop.
Contract Confirmation – an email message sent by the Seller to the Customer's email address containing details of the Sales Contract (order number, date, price, E-book information).
E-book Delivery – sending the E-book to the Customer's email address and opening by the Customer of the email message containing the E-book.
E-book Download – downloading or opening by the Customer of the E-book file, regardless of whether the Customer has actually reviewed the E-book content.
1.2. Mandatory familiarization with the Policy
By placing an Order, the Customer declares that they have familiarized themselves with this Returns Policy and agree to it.
§ 2. RIGHT OF WITHDRAWAL FROM CONTRACT
2.1. Right of withdrawal – general principle
Consumers and Entrepreneurs with consumer rights (hereinafter: Consumer) have the right to withdraw from a remote Sales Contract without giving any reason, in accordance with the Act on Consumer Rights.
Withdrawal period: 14 calendar days from the date of conclusion of the Sales Contract.
The period is calculated from the day the contract was concluded, i.e., from the day the Seller sent the Customer an email message confirming receipt of the Order for execution.
2.2. EXCLUSION OF RIGHT TO WITHDRAWAL – DIGITAL CONTENT NOT RECORDED ON A PHYSICAL MEDIUM
The Consumer does NOT have the right to withdraw from a Sales Contract concerning E-books if all of the following conditions are met:
The E-book is not recorded on a physical medium (e.g., it is not a USB drive, CD/DVD disc, paper print, but digital content delivered exclusively electronically),
The Seller began providing the service with express and prior consent of the Customer (i.e., the Customer consents to E-book delivery without waiting for the 14-day period to expire),
The Customer was informed before downloading the E-book that after downloading/opening it, they will lose the right to withdraw from the Contract,
The Customer confirmed familiarity with this information by checking the appropriate box in the purchase process or by clicking a confirmation link,
The Seller provided the Customer with confirmation of contract conclusion containing the legally required information.
2.3. Procedure for confirming loss of right of withdrawal
The Seller makes every effort to properly inform the Customer of the loss of the right to withdrawal before downloading the E-book through:
Clear statement on the Shop website: Before adding the E-book to the cart or when placing an Order, a warning message is displayed about losing the right to withdraw after downloading the E-book,
Checkbox: The Customer must check a box confirming that they are familiar with the information about losing the return right after download,
Email confirmation: The email confirming the Contract contains a clear statement about the loss of the right to withdraw after downloading the E-book,
E-book link: The link for downloading the E-book contains a warning message about the loss of the right to withdraw.
2.4. Exclusion of right to withdrawal due to failure to comply with procedure
If the Seller has not met the requirements specified in § 2.2 and § 2.3, the Consumer retains the right to withdraw from the Contract within 14 days.
§ 3. PROCEDURE FOR EXERCISING THE RIGHT TO WITHDRAWAL
3.1. How to withdraw from the Contract (if the right applies)
To exercise the right of withdrawal, the Customer should:
Step 1: Sending a statement
Send a statement of withdrawal from the Contract electronically to the Seller's email address: contact@cozypixel.shop
The statement should contain:
A statement that the Customer is withdrawing from the Contract,
The date the Contract was concluded,
Order number,
E-book title,
Amount paid,
Date the statement was sent,
Electronic signature or name.
Example text:
"I hereby declare that I am withdrawing from the Sales Contract concerning the E-book '[E-BOOK TITLE]' concluded on [DATE] under order number [NUMBER]. The order concerned a product priced [AMOUNT] PLN."
Step 2: Waiting for confirmation
The Seller will confirm receipt of the statement within 48 hours (business days) and inform the Customer of the next steps.
Step 3: Refund of the paid amount
The Seller will refund the paid amount within 14 days from the date of receipt of the withdrawal statement, using the same payment method the Customer used to make the purchase.
3.2. Withdrawal deadline
The statement of withdrawal from the Contract must be sent within 14 days from the date of conclusion of the Sales Contract.
For Customer clarity: The 14-day period is a number of calendar days, not business days. The period is calculated from midnight on the first day, not from the time the Contract was concluded.
3.3. Withdrawal form template
The Customer may use the following form:
text
---WITHDRAWAL FORM---
I/We hereby inform of my/our withdrawal from the Sales Contract
concluded on [DATE]:
Customer name: ___________________
Email address: ___________________
Phone number (optional): ___________________
Order number: ___________________
E-book title: ___________________
Price: ___________________
Contract conclusion date: ___________________
Payment method used for purchase:
☐ Bank transfer
☐ Przelewy24
☐ PayU
☐ Stripe
☐ PayPal
☐ Other: ___________________
Reason for withdrawal (optional):
____________________________________________________________
Date statement sent: ___________________
Signature (name): ___________________
§ 4. SELLER'S DELIVERY – EXCLUSIONS FROM RIGHT TO WITHDRAWAL
4.1. E-books downloaded by the Customer
After the Customer downloads the E-book (if the Customer consented to immediate delivery and was informed of the loss of the right to withdraw), the right to withdraw does NOT apply.
Downloading an E-book means:
Clicking on the E-book download link,
Opening an email message containing the E-book,
Downloading or opening any E-book file on the Customer's device,
Accessing the E-book through an online platform (if the Seller provides the E-book online).
4.2. Customer statement on consent to immediate delivery
If the Customer consented to immediate E-book delivery (before the 14-day withdrawal period expires), they must confirm this through:
Checking a box on the Shop website,
A statement in an email to the Seller,
Other written confirmation.
Without such explicit statement, the Customer retains the right to withdraw for 14 days from contract conclusion.
§ 5. CUSTOMER OBLIGATIONS UPON WITHDRAWAL
5.1. Return of E-book
If the right of withdrawal applies, the Customer is obligated to:
Not use the E-book – The Customer should not distribute, share or modify the E-book,
Not copy the E-book – The Customer should not create copies of the E-book for commercial purposes,
Confirm non-use – In the withdrawal statement, the Customer confirms that they did not distribute the E-book to third parties.
5.2. No obligation for physical return
Since the E-book is a digital product, the Customer does not need to physically return the E-book. However, the Customer is legally obligated to:
Delete the E-book from devices
Stop using the E-book
Confirm that they did not distribute the E-book
5.3. Consequences of violating conditions
If the Customer:
Distributes the E-book to third parties,
Sells the E-book on trading platforms,
Shares the E-book without Seller authorization,
The Seller reserves the right to:
Refuse to refund money,
Assert claims for copyright infringement,
Notify appropriate authorities.
§ 6. REFUND OF PAID AMOUNT
6.1. Refund period
The Seller refunds the paid amount within 14 days from the date of receipt of the withdrawal statement, and in practice usually earlier.
6.2. Refund method
The amount will be refunded using the same method the Customer used to pay:
If the Customer paid by bank transfer, the money goes to their bank account,
If the Customer paid by card via Przelewy24, PayU or another operator, the refund is made through that operator,
If the Customer paid via PayPal, the refund goes to the Customer's PayPal account.
6.3. Return costs
The Seller covers all refund costs. The Customer does not bear any fees for the return.
6.4. Refund confirmation
After making the refund, the Seller sends the Customer email confirmation containing:
Refund date,
Amount refunded,
Refund method,
Transaction number (if applicable).
6.5. Time for funds to appear
The time for the refunded amount to appear in the Customer's account depends on:
Payment method (usually 3-7 business days),
Customer's bank,
Payment operator.
§ 7. COMPLAINTS AND E-BOOK DEFECTS
7.1. E-book non-conformity with Contract
Even if the right of withdrawal does not apply (due to E-book download), the Customer has the right to file a complaint if the E-book:
Is damaged and cannot be opened,
Does not match the description on the Shop website,
Contains editorial errors making it unreadable,
Is delivered in an incorrect format,
Is incomplete (missing pages, chapters).
7.2. How to file a complaint
To file a complaint, the Customer should:
Send an email message to: contact@cozypixel.shop
The complaint should contain:
A statement that the Customer is filing a complaint,
Order number,
E-book title,
Description of the problem (what exactly is wrong),
If possible – screenshots or other evidence of the problem,
Customer's request (replacement, refund, etc.).
Wait for a response
The Seller will review the complaint within 14 days and inform the Customer of the next steps.
7.3. Complaint resolution
If an E-book defect is confirmed, the Seller:
Will send a corrected version of the E-book if possible (e.g., in case of editorial errors),
Will refund money if the defect cannot be repaired,
Will send the E-book in another format if the problem concerns the format,
Will propose another solution acceptable to the Customer.
7.4. Complaint deadline
The Customer may file a complaint at any time – there is no time limit. However, the Seller recommends filing a complaint within 30 days of the purchase date to resolve the issue quickly.
§ 8. PROPER E-BOOK DELIVERY
8.1. What is considered proper delivery
E-book delivery is when the Seller sends an email message containing:
A link to download the E-book, or
E-book as an email attachment, or
Access to the E-book through the Shop's online platform.
Delivery is made to the email address provided by the Customer when making the purchase.
8.2. Delivery period
The E-book is delivered immediately after payment is recorded, usually within a few minutes to 24 hours.
8.3. No delivery – what to do
If the Customer has not received the E-book within 24 hours of purchase, they should:
Check the SPAM folder in their email inbox,
Confirm the correctness of the email address provided when making the purchase,
Contact the Seller at: contact@cozypixel.shop
The Seller will resend the E-book or suggest an alternative delivery method.
8.4. Undelivered message – refund
If the E-book is not delivered due to technical reasons (email server problem, inability to deliver), the Seller refunds the money without the need to file a refund request.
§ 9. DIGITAL SERVICES AND ACCOUNTS
9.1. Difference between digital content and digital service
Digital content – E-book delivered once to the Customer's email address. After downloading, the Customer has access to it for life.
Digital service – Subscription, platform access, or regular E-book delivery (if applicable). Access is time-limited.
9.2. Accounts and access
If the Shop offers access to E-books through a User Account:
The Account remains active until deleted by the Customer,
Account deletion does not affect the right to previously purchased E-books,
The Customer can download E-books at any time (if the right has been fulfilled).
§ 10. SPECIAL SITUATIONS
10.1. E-book packages and bundles
If the Customer purchases a package containing multiple E-books:
The right of withdrawal applies to the entire package,
If the Customer has downloaded only part of the E-books from the package, the right of withdrawal does not apply because the service has been started,
The refund covers the entire paid amount.
10.2. Personalized or customized E-books
If the E-book has been specially adapted to the Customer's requirements (e.g., with author dedication, personalization of the Customer's name), the Customer loses the right to withdraw because the E-book cannot be resold to other people.
10.3. Promotions and discounts
The refund includes the amount actually paid by the Customer, including discounts and promotions. If the Customer purchased an E-book on promotion, the refund applies to the promotional price.
10.4. Coupons and discount codes
If the Customer used a coupon or discount code that has already expired, the Seller refunds the E-book amount but the coupon/discount code is not returned.
§ 11. CONSUMER RIGHTS OUTSIDE THE EUROPEAN UNION
11.1. Sales worldwide
The Shop sells E-books in Poland, Europe and worldwide. The right to withdraw from the contract applies to Consumers regardless of their place of residence, in accordance with the Act on Consumer Rights.
11.2. Applicable law
For all Customers (regardless of country), the applicable law is the law of the Republic of Poland, in accordance with the Shop Regulations.
11.3. Refunds for foreign customers
Money refunds are made:
In the same currency in which the payment was made (PLN, EUR, USD, etc.),
To the same account/card from which payment was made,
Currency conversion costs are borne by the bank or payment operator, not the Seller.
§ 12. FINAL PROVISIONS
12.1. Changes to Returns Policy
The Seller reserves the right to change this Returns Policy. Customers will be informed of changes by publishing a new version on the Shop website.
Changes do not affect Contracts concluded before the change – such contracts are governed by the Policy in effect on the date the Contract was concluded.
12.2. Applicable law and dispute resolution
This Returns Policy is governed by the law of the Republic of Poland. In the event of a dispute concerning returns and withdrawal from a contract, the Consumer has the right to:
Mediation,
File a complaint with the Provincial Trade Inspection Office,
Initiate court proceedings.
12.3. Contact for all return matters
All questions and reports regarding returns, withdrawal from a contract or complaints should be directed to:
Email: contact@cozypixel.shop
12.4. Effective date
This Returns Policy is effective from: 22.11.2025
ANNEX 1 – WITHDRAWAL RIGHTS
E-book purchase, no confirmation of loss of right
Right to withdraw: YES – 14 days
Conditions: Customer was not informed of loss of right
E-book purchase with information and Customer consent
Right to withdraw: NO
Conditions: All conditions from § 2.2 met
E-book downloaded after consent
Right to withdraw: NO
Conditions: Service started with Customer consent
E-book not downloaded within 14 days
Right to withdraw: YES – up to 14 days
Conditions: Access to E-book was possible but not downloaded
Defective or damaged E-book
Right to withdraw: YES – complaint
Conditions: Regardless of period – right to complaint
Wrong format or no access
Right to withdraw: YES – complaint
Conditions: Technical issue – right to repair/refund
ANNEX 2 – EXAMPLE SCENARIOS
Scenario 1: Customer received information and gave consent
Customer adds E-book to cart
Warning appears on page: "By downloading the E-book, you lose the right to return"
Customer checks box: "I understand and consent to immediate delivery"
Customer makes payment
Seller sends E-book to email
Customer downloads E-book
Result: Customer does not have right to return E-book
Scenario 2: Customer was not informed
Customer purchases E-book but no warning about loss of right
Customer receives E-book on email
Customer downloads E-book
Customer changes mind and wants refund
Result: Seller did not meet information obligation – Customer has right to refund within 14 days
Scenario 3: E-book is damaged
Customer purchases E-book and downloads it
Customer cannot open file (file corrupted)
Customer files complaint with error screenshot
Result: Regardless of period – Customer has right to repair or refund (complaint)
END OF RETURNS POLICY
The Returns Policy is available on the Shop website in a format allowing download and printing.
Date of last update: 22.11.2025