Return & Refund Policy

Last updated: 7 August 2026

The DendyFit online store (dendyfit.com) is operated by LAFENDY spółka z ograniczoną odpowiedzialnością (LAFENDY sp. z o.o.), with its registered office in Warsaw, ul. Złota 7 lok. 28, 00-019 Warszawa, Poland, NIP 5253091082, REGON 544816803 (the „Seller").

This Returns and Complaints Policy sets out the rules for withdrawing from the contract and for submitting and handling complaints regarding goods purchased in the DendyFit online store. The provisions of this Policy neither exclude nor limit the Consumer's rights arising from mandatory provisions of law, in particular the Act of 30 May 2014 on Consumer Rights and the Act of 23 April 1964 – the Civil Code. In the event of any conflict between this Policy and those provisions, the provisions of law prevail.

For all matters relating to returns and complaints, please contact us: e-mail info@dendyfit.com.

1. Right of withdrawal from the contract (14 days)

A Consumer who has concluded a distance contract may withdraw from it within 14 days without giving any reason and without incurring costs, except for the costs indicated in this Policy (in particular the direct cost of returning the goods).

The period for withdrawal from the contract begins:

• on the day on which the Consumer, or a third party indicated by the Consumer other than the carrier, takes possession of the goods;
• in the case of a contract covering multiple goods delivered separately, in batches or in parts – on the day on which the last item, batch or part is taken into possession.

To meet the deadline, it is sufficient to send the declaration of withdrawal from the contract before the deadline expires.

The rights granted to the Consumer under this Policy also apply to a natural person concluding a contract directly related to their business activity where the content of that contract indicates that it does not have a professional character for that person, resulting in particular from the subject of the business activity they carry out.

2. How to withdraw from the contract

To exercise the right of withdrawal, the Consumer must inform the Seller of their decision by an unequivocal statement sent by e-mail to info@dendyfit.com.

The Consumer may use the statutory model withdrawal form, which constitutes Annex No. 2 to the Act of 30 May 2014 on Consumer Rights, however this is not obligatory. We provide the model withdrawal form on request – simply ask for it at info@dendyfit.com.

Address for returns and complaints – the address to which the goods should be sent back and at which the Consumer may submit complaints in writing (Article 12(1)(3) of the Act of 30 May 2014 on Consumer Rights):

LAFENDY sp. z o.o.
ul. Grzybowska 2/69
00-131 Warszawa
Poland

We receive courier and postal shipments addressed to the Seller at the above address. Please enclose the withdrawal statement or your order number with the parcel – this will allow the return procedure to be carried out efficiently. The address for returns and complaints is different from the Seller's registered office, so please send the goods only to the address above.

3. Return of the goods

The Consumer is obliged to return the goods to the Seller without delay, no later than 14 days from the day on which they withdrew from the contract. To meet the deadline, it is sufficient to send the goods back before its expiry, to the return address indicated in section 2.

The Consumer bears the direct cost of returning the goods, i.e. the cost of sending the shipment back to the Seller.

The returned goods should be complete and undamaged. The Consumer is liable for any diminished value of the goods resulting from using them in a manner going beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Refund of payments

The Seller is obliged to refund to the Consumer all payments made by them, including the cost of delivery of the goods, without delay and no later than 14 days from the day of receiving the Consumer's declaration of withdrawal from the contract.

If the Consumer chose a method of delivery of the goods other than the cheapest standard method of delivery offered by the Seller, the Seller is not obliged to reimburse the additional costs incurred by the Consumer. The refund covers the cost of the cheapest standard method of delivery available in the store. If the Consumer benefited from free delivery (orders over 300 zł), no delivery cost is subject to refund, as none was incurred by the Consumer.

The Seller refunds the payment using the same means of payment that the Consumer used, unless the Consumer has expressly agreed to a different method of refund which does not involve any costs for them.

The Seller may withhold the refund of payments until receiving the goods back or until the Consumer provides proof of their return, whichever occurs first.

5. Exceptions – when the right of withdrawal does not apply

Pursuant to Article 38 of the Act of 30 May 2014 on Consumer Rights, the right of withdrawal from a distance contract does not apply to the Consumer, among others, in respect of contracts:

• where the subject of the performance is non-prefabricated goods, manufactured according to the Consumer's specification or serving to satisfy their individualised needs (e.g. clothing made to individual order);
• where the subject of the performance is goods delivered in a sealed package which, once opened, cannot be returned for health-protection or hygiene reasons, if the package was opened after delivery.

6. Complaints (lack of conformity of the goods with the contract / warranty for defects)

The Seller is obliged to deliver goods that are in conformity with the contract. The Seller is liable to the Consumer for any lack of conformity of the goods with the contract on the terms set out in the Act of 30 May 2014 on Consumer Rights. In relation to buyers who are not consumers, the Seller's liability under the statutory warranty for defects (rękojmia) is governed by the provisions of the Act of 23 April 1964 – the Civil Code.

A complaint may be submitted by e-mail to info@dendyfit.com. In the complaint, please provide:

• your name and contact details;
• the order number or other proof of purchase;
• a description of the identified lack of conformity of the goods with the contract and, where possible, the date on which it occurred;
• your request as to the manner of bringing the goods into conformity with the contract, or a declaration of price reduction or withdrawal from the contract.

A complaint may also be submitted in writing – to the address for returns and complaints indicated in section 2.

If handling the complaint requires examination of the goods, we will ask you to send them back to the address indicated in section 2. The cost of sending the goods back under a complaint is borne by the Seller – we agree the manner of covering this cost with the Consumer in our reply to the notification. Where the nature of the defect allows it, we first ask for photographic documentation – in many cases this makes it possible to handle the complaint without returning the goods.

The Seller will respond to the Consumer's complaint within 14 days of receiving it. If the Seller fails to respond within that period, the complaint is deemed to have been accepted.

In the event of a lack of conformity of the goods with the contract, the Consumer is entitled to the following remedies:

• the Consumer may demand repair of the goods or their replacement;
• the Consumer may submit a declaration of price reduction or of withdrawal from the contract if the Seller has refused to bring the goods into conformity with the contract or has failed to bring the goods into conformity, if the lack of conformity persists despite an attempt to remedy it, or if the lack of conformity is significant enough to justify an immediate price reduction or withdrawal from the contract.

The Consumer may not withdraw from the contract if the lack of conformity of the goods with the contract is immaterial. The costs of repair or replacement, including in particular the costs of postage, carriage, labour and materials, are borne by the Seller.

7. How we process returns and complaints – the procedure

Below we describe, step by step, how we handle a return (withdrawal from the contract) and a complaint, together with the deadlines within which we take each action.

1. Notification. The Consumer sends a return or complaint notification to info@dendyfit.com, or in writing to the address indicated in section 2. We receive e-mail notifications 24 hours a day, seven days a week; we process them on business days.
2. Acknowledgement. Within 1 business day we confirm receipt of the notification by e-mail, assign it a reference number and provide instructions on how to proceed, together with the address to which the goods should be sent.
3. Return of the goods. The Consumer sends the goods to the address for returns and complaints indicated in section 2. We receive courier and postal shipments addressed to the Seller at that address. We do not refuse to accept a correctly addressed return or complaint shipment.
4. Receipt and inspection. Once the shipment has been delivered, we check its contents – completeness, condition of the goods and consistency with the notification – within 3 business days of the date of delivery. The result of the inspection is recorded against the notification.
5. Decision. In the case of withdrawal from the contract, we proceed directly to the refund of payments (section 4). In the case of a complaint, we assess whether it is justified and reply within 14 days of receiving it (section 6), indicating how it will be resolved: repair, replacement, price reduction or refund of the price.
6. Refund. We make the refund using the same means of payment the Consumer used for the order, through the payment operator Przelewy24 (PayPro S.A.), within no more than 14 days calculated in accordance with section 4. If a refund by the same method is not possible, we agree another method with the Consumer which involves no costs for them.
7. Closing the case. We inform the Consumer of the outcome and of the refund by e-mail, to the address from which the notification was sent.

We record and archive every return and complaint notification together with the e-mail correspondence and the order documentation, which allows the course of each case to be reconstructed and the statutory deadlines to be met.

If a return shipment is not delivered or is sent back to the sender, please contact us at info@dendyfit.com – we will establish the cause and advise on how to proceed. Non-delivery for reasons attributable to the Seller does not deprive the Consumer of the right to withdraw from the contract or to a refund.

8. Out-of-court dispute resolution

The Consumer may use out-of-court methods of handling complaints and pursuing claims, including in particular permanent consumer arbitration courts, mediation conducted by the provincial inspectorates of the Trade Inspection, and assistance from district (municipal) consumer ombudsmen or social organisations whose statutory tasks include consumer protection. The use of these methods is voluntary.