Refunds & Complaints

This policy explains how to report a problem with an order and how refunds and complaints (reklamacje) are handled. It works together with our Terms and Delivery & Cancellation Policy. It does not limit your mandatory rights as a consumer under Polish law.

1. What this covers

Problems with food orders placed through our website — for example non-delivery, incorrect or missing items, quality issues, or an incorrect charge.

2. Food cannot be “returned”

Prepared and perishable food cannot be physically returned for resale, and the 14-day distance-selling withdrawal right does not apply to it (see the Terms). This is separate from — and does not affect — your statutory right to complain about an order that is defective or not as described.

3. When you can complain

Typical situations include:

• your order was not delivered;
• items were missing, incorrect, or substituted without your approval;
• the food had a material quality problem or was not as described;
• the food was unsafe or contaminated;
• an order was cancelled and approved for a refund;
• you were charged twice or charged an incorrect amount.

4. How to submit a complaint

Please contact us as soon as you can, with your order number, a description of the problem, and (optionally) photos as evidence:

• Email: info@szefdonald.com
• Phone: +48 883 953 589
• Contact form: /contact

5. Our response

We will acknowledge your complaint and respond within the period required by law.

6. Possible outcomes

Depending on the issue and the applicable law, the outcome may be:

• a replacement or redelivery, where practical;
• a price reduction;
• a partial refund;
• a full refund.

7. How refunds are paid

Approved electronic refunds are returned to the original payment method. Cash / cash-on- delivery refunds are handled separately.

8. Chargebacks & disputes

If you paid by card you may also have rights through your bank or card network. Raising a complaint with us does not remove those rights.

9. Out-of-court dispute resolution

If we cannot resolve a complaint, consumers may use out-of-court routes, including the consumer ombudsman (rzecznik konsumentów) and the bodies listed by UOKiK (uokik.gov.pl).

Note: the EU Online Dispute Resolution (ODR) platform was closed by the European Commission on 20 July 2025 and is no longer available. Please use the Polish consumer routes above.