Returns and Complaints

Returns and Withdrawal Policy

Last updated: 17 August 2026

This policy sets out how to withdraw from a contract and return products purchased from the KAMPERup! online store.

1. Right of Withdrawal

A customer who is a consumer has the right to withdraw from a distance contract within 14 days without giving any reason.

The 14-day period begins on the day the Customer, or a third party designated by the Customer other than the carrier, takes possession of the product.

If an order includes multiple products delivered separately, the 14-day period begins on the day the Customer receives the last product, batch or part of the order.

2. How to Request a Return

To exercise the right of withdrawal, the Customer should inform us of their decision in a clear statement.

Return contact details:

KAMPERup!
Email: kontakt@kamperup.pl
Return address: Lessla 4/2, 24-100 Puławy, Poland

The request should include:

  • full name;
  • order number;
  • email address used for the order;
  • name of the returned product;
  • a statement that the Customer is withdrawing from the contract.

To meet the deadline, it is sufficient to send the withdrawal notice before the 14-day period expires.

3. Returning the Product

The Customer should return the product without undue delay and no later than 14 days from the date on which they informed the Store of their withdrawal from the contract.

The Customer bears the direct cost of returning the product.

We do not accept cash-on-delivery parcels or parcels whose collection requires us to incur additional costs.

4. Refunds

Following an effective withdrawal from the contract, we will refund all payments received from the Customer, including the cost of the least expensive standard delivery method available when the order was placed.

If the Customer selected a delivery method more expensive than the least expensive standard delivery option offered by the Store, we will not refund the additional cost resulting from that choice.

The refund will be issued no later than 14 days from receiving the withdrawal notice. We may withhold the refund until we receive the returned product or the Customer provides proof of having sent it back, whichever occurs first.

Refunds will be made using the same payment method used by the Customer, unless the Customer expressly agrees to another refund method that does not involve additional costs for them.

5. Condition of Returned Products

The Customer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning, as they would in a physical store.

The Customer is liable for any reduction in the product’s value resulting from use beyond what is necessary to inspect it.

The product should be returned complete, with any accessories, instructions and packaging components supplied with it.

6. Products That Cannot Be Returned After Opening

The right of withdrawal does not apply to products supplied in sealed packaging that cannot be returned after opening for health-protection or hygiene reasons.

This applies in particular to:

  • hygiene products;
  • single-use products after the packaging has been opened;
  • fragrance oils, fragrance refills and scented products after the seal has been broken;
  • chemicals, portable-toilet treatments, cleaning products and similar products after the seal has been broken;
  • products that come into direct contact with the body, food or potable water, where they have been opened and are unsuitable for resale for hygiene reasons.

Such products may be returned only if they are unopened, complete and have intact hygiene or factory seals.

7. Personalised and Made-to-Order Products

The right of withdrawal does not apply to non-prefabricated products made to the Customer’s specifications or designed to meet their individual needs.

This includes, for example, personalised products with an individual print, label or configuration, or products prepared specifically for the Customer’s order.

8. Returns and Complaints

This Returns Policy does not limit the Customer’s rights arising from non-conformity of goods with the contract, statutory liability, a manufacturer’s warranty or other mandatory provisions of law.

If a product is defective, damaged or does not match the order, the Customer may submit a complaint independently of the withdrawal rules.

Complaints may be submitted to: kontakt@kamperup.pl

9. Business Customers

The right of withdrawal is available to consumers and to individuals carrying on a business where the purchase is not of a professional nature for them, in particular in view of the subject matter of their business activity.

For other business customers, return terms may result from individual arrangements or applicable law.

Complaint Terms

Last updated: 17 August 2026

These terms set out the rules for submitting and handling complaints about products purchased from the KAMPERup! online store.

1. Right to Submit a Complaint

The Customer has the right to submit a complaint if the purchased product does not conform with the contract, is defective, damaged, incomplete or does not have the characteristics it should have according to the product description, intended use or applicable law.

A complaint may concern, in particular:

  • a damaged product;
  • a product that does not match its description;
  • an incomplete product;
  • a product that does not function correctly;
  • a product delivered in the wrong variant;
  • a product that is not fit for its usual intended purpose;
  • a product that does not have the characteristics communicated to the Customer before purchase.

2. Basis for a Complaint

A complaint may be submitted on the basis of the rules concerning non-conformity of goods with the contract.

If a manufacturer’s, importer’s or distributor’s warranty has been granted for a product, the Customer may also use that warranty. Using a warranty does not exclude or limit the Customer’s right to submit a complaint directly to KAMPERup! as the seller.

The Customer decides whether to submit a complaint to the seller or use the warranty, where one has been granted.

3. Seller’s Liability Period

KAMPERup! is liable for a lack of conformity of the product with the contract that becomes apparent within two years from the date the product is delivered to the Customer, unless the law provides for a longer liability period.

For products with a specified longer usability period, liability may continue for that longer period in accordance with applicable law.

4. How to Submit a Complaint

Complaints may be submitted by email:

Email: kontakt@kamperup.pl

The complaint should include:

  • full name;
  • order number;
  • email address used for the order;
  • name of the product being complained about;
  • description of the issue;
  • date on which the issue was noticed;
  • the Customer’s preferred remedy;
  • photographs or a video showing the issue, where these may help us assess the complaint.

The absence of a receipt does not prevent the Customer from submitting a complaint. However, to help us handle it efficiently, the Customer should enable us to identify the order, for example by providing the order number, payment confirmation or purchase-confirmation email.

5. What the Customer May Request

Where a product does not conform with the contract, the Customer may first request:

  • repair of the product; or
  • replacement of the product with one that conforms with the contract.

If repair or replacement is impossible, would involve excessive costs, has not been completed within a reasonable time or would cause excessive inconvenience to the Customer, the Customer may request:

  • a price reduction; or
  • withdrawal from the contract, where the lack of conformity is significant.

In the event of a significant lack of conformity with the contract, the Customer may request a price reduction or withdrawal from the contract in accordance with applicable law.

6. Complaint Handling Period

A complaint will be considered within 14 days of receipt.

If KAMPERup! does not respond to the complaint within 14 days, the complaint will be deemed resolved in accordance with the Customer’s request, where required by law.

A response to the complaint will be sent to the email address provided by the Customer.

7. Returning a Product Subject to a Complaint

If returning the product is necessary to assess the complaint, we will inform the Customer of the next steps.

Where a complaint is justified, KAMPERup! bears the costs related to repair, replacement, transport, labour and materials, in accordance with applicable law.

The Customer should not send the product cash on delivery without agreeing this with KAMPERup! in advance.

8. Fragrance, Hygiene, Chemical and Single-Use Products

For products in the Comfort, Fragrance and Hygiene category, a complaint may concern, in particular:

  • damaged packaging;
  • a defective atomiser, diffuser or technical component;
  • a product that does not match its description;
  • receipt of the wrong variant;
  • missing set components;
  • damage occurring before delivery of the product to the Customer.

Hygiene, fragrance, chemical or single-use products may be subject to restrictions on returns without giving a reason once opened. However, this does not limit the Customer’s right to submit a complaint if the product is defective or does not conform with the contract.

9. Technical and Electrical Products

For products in the Power and Solar Kits category, electrical devices, electronic diffusers, power stations, inverters, chargers and similar technical products, handling a complaint may require checking:

  • whether the product was used in accordance with the instructions;
  • whether the set is complete;
  • the condition of the product;
  • the method of installation or connection;
  • the conditions in which the product was used.

This does not exclude the Customer’s rights under applicable law.

10. Shipping Damage

If a parcel arrives damaged, we recommend that you:

  • take photographs of the packaging and product;
  • retain the packaging until the matter has been resolved;
  • draw up a damage report with the carrier, where possible;
  • contact KAMPERup! without delay.

The absence of a damage report does not prevent the Customer from submitting a complaint, but it may help us process it.

11. When a Complaint May Not Be Accepted

A complaint may not be accepted if the issue arose solely for reasons beyond KAMPERup!’s control, in particular as a result of:

  • using the product contrary to its instructions;
  • incorrect installation or connection;
  • mechanical damage caused by the Customer;
  • unauthorised product modifications;
  • using the product contrary to its intended purpose;
  • normal wear and tear;
  • external factors for which the seller is not responsible.

Each complaint is nevertheless assessed individually, taking applicable law into account.

12. Refunds for Accepted Complaints

If a complaint results in a price reduction or withdrawal from the contract, the refund due will be issued without undue delay and no later than 14 days from the date the complaint is accepted or we receive the Customer’s relevant statement, in accordance with applicable law.

The refund will be made using the same payment method used by the Customer, unless the Customer expressly agrees to another refund method.

13. Out-of-Court Dispute Resolution

The Customer may use out-of-court methods of handling complaints and pursuing claims.

Information about consumer dispute-resolution bodies in the European Union, Norway and Iceland is available on the European Commission’s Consumer Redress in the EU website.

Information about amicable consumer-dispute resolution in Poland is available on the Polish Office of Competition and Consumer Protection website.

The Customer may also seek assistance from a municipal or district consumer ombudsman.

14. Contact Regarding Complaints

KAMPERup!
Email: kontakt@kamperup.pl