Refunds and withdrawal policy

This policy explains how withdrawal, refunds, and complaints are handled for digital products and services offered in the CNT Addons store, taking into account the specific nature of digital content not supplied on a tangible medium.

1. General rule

As a general rule, a consumer entering into a distance contract has the right to withdraw from it within 14 days without giving any reason, unless a statutory exception applies to the relevant type of performance.

2. Digital products not supplied on a tangible medium

  • The right of withdrawal may expire once delivery of digital content begins if the customer gave prior express consent to start the performance.
  • The customer must also acknowledge that the right of withdrawal will be lost once the delivery starts.
  • The seller should provide contract confirmation together with the recorded consent on a durable medium.
  • If any of these conditions were not met, the consumer retains the rights granted by applicable consumer law.

3. Services

  • If the consumer requested service performance before the withdrawal period ended, settlement after withdrawal may include the part of the service performed until the withdrawal statement was submitted.
  • The settlement depends on the nature and progress of the work and on the legal framework applicable to the service.
  • For services performed entirely for business customers, withdrawal rules result from the contract and applicable law rather than from statutory consumer withdrawal rights.

4. When a complaint or refund request may be raised

  • if the product was not delivered as agreed
  • if the digital content, digital service, or service is not in conformity with the contract or the product description
  • if there was an execution error involving the order, payment, or license handling
  • if the applicable law gives the customer a specific right against the seller

5. Refund method and timing

Where the customer is entitled to a refund, the seller returns the funds without undue delay using the same payment method as the original transaction unless the customer expressly agrees to another method. The exact deadline depends on the nature of the case and the applicable law.

6. How to contact us

Withdrawal, complaint, and refund matters should be sent to kontakt@shopaddons.pl. To speed up handling, the customer should include the order number, contact details, a description of the issue, and the requested outcome.