Complaints Procedure

1. Seller

AXIOM ONE sp. z o.o. (limited liability company under Polish law)
os. Na Lotnisku 1 / U23, 31-801 Kraków, Poland
Registered with the National Court Register (KRS) under no. 0000860410, District Court for Kraków-Śródmieście, 11th Commercial Division
VAT ID: PL6793205839, REGON: 387144845
Share capital: PLN 10,000.00
E-mail: [email protected]
Trading as Synthagen Laboratories (Synthagen EU)

2. Legal guarantee of conformity

We are liable to consumers for any lack of conformity of the goods which exists at the time of delivery and becomes apparent within two years of delivery (Directive (EU) 2019/771 on certain aspects concerning contracts for the sale of goods, as implemented in Polish law in Chapter 5a of the Polish Consumer Rights Act). This legal guarantee is free of charge and applies in addition to your right of withdrawal.

Our contracts are governed by Polish law. If you are a consumer habitually resident in another EU Member State, you also keep the protection of the mandatory consumer law of your country. For consumers in Germany this includes the statutory warranty rights (Gewährleistungsrechte) under §§ 434 et seq. and 474 et seq. of the German Civil Code (BGB), which likewise apply for 24 months from delivery.

3. How to submit a complaint

• by e-mail: [email protected]
• by post: AXIOM ONE sp. z o.o., os. Na Lotnisku 1 / U23, 31-801 Kraków, Poland

To help us handle your complaint quickly, please include your name, contact details, order number, a description of the problem and when you noticed it, what remedy you request (replacement, repair, price reduction or termination of the contract) and, where possible, photos of the product and packaging showing the batch number and best-before date. Missing information is not a reason to reject a complaint.

4. Your remedies

If the goods are not in conformity with the contract, you may request that we bring them into conformity by repair or replacement. We may choose the other option if the one you requested is impossible or would impose disproportionate costs. Given the nature of our products (food supplements), conformity is normally restored by replacing the product.

You may request a proportionate price reduction or terminate the contract if: we have refused or failed to repair or replace the goods; the lack of conformity persists despite our attempt to remedy it; the lack of conformity is so serious that it justifies an immediate price reduction or termination; or it is clear that we will not remedy the goods within a reasonable time or without significant inconvenience to you. You cannot terminate the contract if the lack of conformity is only minor.

5. Response time

We will respond to your complaint within 14 days of receiving it. Under Polish law (Article 7a of the Consumer Rights Act), if we do not respond within this period, the complaint is deemed accepted. We will send our response by e-mail or on paper.

6. Returning goods under a complaint

If a replacement, repair or termination requires the goods to be returned, we bear the shipping costs. Please contact us before sending the parcel so we can arrange shipment at our expense. Where the contract is terminated, we will refund the price without undue delay and no later than 14 days after receiving the goods or proof that they have been sent back.

Return address:
AXIOM ONE sp. z o.o.
os. Na Lotnisku 1 / U23
31-801 Kraków, Poland

7. Transport damage

We recommend inspecting your parcel upon receipt and, if it is visibly damaged, having a damage report drawn up with the carrier. This is not a condition for submitting a complaint.

8. Out-of-court dispute resolution

The European Commission's Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025. Consumers may use the out-of-court complaint and redress procedures available in their country of residence, for example national consumer dispute resolution bodies, and may obtain free advice on cross-border disputes from the European Consumer Centres Network (ECC-Net). Using such procedures is voluntary.