Returns & Complaints

1. Who these rights apply to

The rules described on this page apply to purchases in the misso-lingerie.com online shop run by MISSO Sp. z o.o., ul. Sandomierska 26A/116, 27-400 Ostrowiec Świętokrzyski, Poland. The right of withdrawal and complaints on consumer terms apply to:

• consumers – people buying for themselves, not in connection with a business;
• sole traders (individuals running a business), if the purchase is not of a professional nature for them, i.e. is not related to the business activity shown in the Polish business register CEIDG (Art. 7aa of the Polish Consumer Rights Act).

Business purchases are described in section 9. Nothing on this page limits the rights the law gives you.

2. 14 days to withdraw from the contract

When buying online, you can withdraw from the contract within 14 days without giving any reason (Art. 27 of the Consumer Rights Act). The period runs from the day you (or a person you indicate, other than the courier) receive the parcel; if the order arrived in several shipments – from receipt of the last one (Art. 28). To meet the deadline, it is enough to send us your statement before the 14 days expire (Art. 30(2)).

After withdrawal, the contract is deemed not to have been concluded (Art. 31). To find out how to check tights without losing part of your refund, see section 3.

3. Tights, stockings and bodystockings – how to check your purchase

Our products are worn directly against the skin. That is why we make sure every pair reaches you new and unused – and that is what all our customers expect from us too.

You can inspect the product just as you would in a high-street shop – check the colour, pattern, weave and size on the packaging or label. However, please: do not try on or wear the tights, stockings or bodystocking if you are thinking of returning them.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (Art. 34(4) of the Consumer Rights Act). If a product comes back to us worn, used or damaged, the refund will be reduced accordingly – for items that can no longer be sold as new, possibly down to zero.

Please return products unchanged, in their original packaging, with labels attached. Thank you – this way every customer receives a genuinely new product from us.

These rules do not apply to complaints: if a product is faulty, you can make a complaint even after use (section 8).

4. How to withdraw from the contract – step by step

1. Send a statement of withdrawal from the contract – by e-mail to info@misso.pl or by post to: MISSO Sp. z o.o., ul. Sandomierska 26A/116, 27-400 Ostrowiec Świętokrzyski, Poland. You may use our form (section 5), but you don't have to – a clear statement that you are withdrawing from the contract, with your order number and details, is enough.
2. You will receive an e-mail from us confirming receipt of your statement.
3. Send the products back no later than 14 days from the day you withdrew from the contract (section 6).
4. We will refund your money within 14 days (section 7).

Any questions? Write to info@misso.pl.

5. Model withdrawal form

Model form in accordance with Annex 2 to the Consumer Rights Act. Download it, fill it in and send it to us by e-mail or post – or copy the text below into an e-mail.

Download PDFDownload DOCX (editable)

Withdrawal form
(complete and return this form only if you wish to withdraw from the contract)

– To: MISSO Sp. z o.o., ul. Sandomierska 26A/116, 27-400 Ostrowiec Świętokrzyski, Poland, e-mail: info@misso.pl
– I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*)/for the supply of the following goods(*)/for the manufacture of the following goods(*)/for the provision of the following service(*): …………………………
– Ordered on(*)/received on(*): …………………………
– Name of consumer(s): …………………………
– Address of consumer(s): …………………………
– Signature of consumer(s) (only if this form is notified on paper)
– Date: …………………………

(*) Delete as appropriate.

6. Sending products back

• Returns address: MISSO Sp. z o.o., ul. Sandomierska 26A/116, 27-400 Ostrowiec Świętokrzyski, Poland.
• Deadline: 14 days from the day of withdrawal – it is enough to send the parcel before the deadline expires (Art. 34(1)).
• The cost of returning the goods is borne by you – you bear the direct cost of returning the goods (Art. 34(2)). Choose any carrier; please do not send parcels cash on delivery, as we cannot accept them.
• Pack the products carefully – ideally in the original packaging, with labels – and include your order number.

7. Refunds

• We will refund all your payments, including the cost of delivery to you, without undue delay and no later than within 14 days of receiving your statement (Art. 32(1)).
• If you chose a more expensive delivery method than the cheapest one we offer, we do not refund the difference (Art. 33).
• We will make the refund using the same payment method you used (e.g. to your card or account), unless you expressly agree to another method that is free of charge for you (Art. 32(2)).
• We may withhold the refund until we have received the products back or you have supplied proof of having sent them back, whichever is earlier (Art. 32(3)).

8. Complaints – when a product is faulty

We are responsible for the product's conformity with the contract. Since 1 January 2023, in contracts with consumers these rules are governed by Chapter 5a of the Polish Consumer Rights Act (Art. 43a–43g), not by the statutory warranty under the Civil Code.

• 2 years: we are liable for any lack of conformity of the goods with the contract existing at the time of delivery and becoming apparent within two years of that time; a defect that becomes apparent during this period is presumed to have existed from the start, unless we prove otherwise (Art. 43c).
• Repair or replacement: first, you can request a replacement (or repair) of the product; we cover the costs, including shipping (Art. 43d).
• Price reduction or withdrawal from the contract: if replacement/repair is impossible, unsuccessful or too costly, or the defect is significant (Art. 43e). We will refund the money within 14 days.

How to make a complaint: write to info@misso.pl (or by post to MISSO Sp. z o.o., ul. Sandomierska 26A/116, 27-400 Ostrowiec Świętokrzyski, Poland) – give your order number, a description of the defect, the date you noticed it, your request (e.g. replacement) and, if you can, attach photos. We will reply within 14 days – if we don't, the complaint is deemed accepted (Art. 7a). Once you have reported the complaint, we will send you a free return label – you send the product back at our cost.

Tights are a delicate product: ladders and snags caused during wear (e.g. by nails, jewellery, Velcro or rough surfaces) are usually not a product defect, but we consider every complaint individually and favourably. For hygiene reasons, please return products under complaint clean.

9. Business purchases (B2B)

If you buy as a business (except for a sole trader as in section 1), the consumer rules on withdrawal and complaints do not apply. Liability for defects is governed by the Polish Civil Code (statutory warranty, Art. 556 et seq.) and the wholesale terms of cooperation. Wholesale orders are handled in the B2B Zone. [TO BE COMPLETED: do we exclude/limit the statutory warranty and voluntary returns for businesses? – in line with the B2B terms]

10. Out-of-court dispute resolution

We want to resolve every matter amicably – please write to us first. If we cannot reach an agreement, as a consumer you can use free assistance and out-of-court dispute resolution, including:

• a municipal or district consumer ombudsman or a consumer organisation (e.g. the Polish Consumer Federation);
• the Provincial Inspectorate of Trade Inspection (for our registered office – in Kielce), including mediation and the permanent consumer arbitration court at the WIIH;
• the list of authorised entities kept by the President of UOKiK: polubowne.uokik.gov.pl, and in cross-border matters – the European Consumer Centre (konsument.gov.pl) and the European Commission list (consumer-redress.ec.europa.eu).

Participation in out-of-court proceedings is voluntary for both parties. The EU ODR platform was closed on 20 July 2025, so we do not refer to it. [TO BE COMPLETED: does MISSO agree to take part in ADR (e.g. before WIIH Kielce)? If so – add it]

11. Contact and returns address

MISSO Sp. z o.o.
ul. Sandomierska 26A/116, 27-400 Ostrowiec Świętokrzyski, Poland
e-mail: info@misso.pl
VAT ID (NIP): 6612371156 · KRS: 0000532373

12. Legal basis and updates

• Polish Consumer Rights Act of 30 May 2014 – consolidated text Journal of Laws 2026, item 1244 (ISAP): Art. 7a, 7aa, 27–34, 43a–43g, Annex 2.
• Polish Civil Code of 23 April 1964 (contracts with businesses).

This page is effective from [TO BE COMPLETED: effective date].