Poland - Euro 2012 - Consumer shopping in Poland and Ukraine

Returning the thing that has ceased to please? In Poland this possibility depends only on the seller, in Ukraine – we have two weeks for this from the date of purchase. At 274 days before the first match, UOKiK and All-Ukrainian Consumers’ Federation Pulse provide information on the rights of shopping football fans.

Warsaw and Kiev are 690 km away, it is a 10-hour trip by car, 60 minutes difference in time, the opening match of Euro 2012 in the first city, in the second – the final. Poland and Ukraine are also different in other respects, including laws that protect consumers-football fans. What can therefore the weaker market participants expect when shopping in Poland or Ukraine? The institutions that protect consumers in Poland and Ukraine together remind of the rights of consumers before the Euro 2012. It is the second part of advices on football fans rights.

We do not accept credit cards – it is the inscription that every fan may often find in Poland and Ukraine. In both countries one can easily pay by cash - in many places (e.g. large stores, restaurants) also by cards. Often the consumer may encounter some limitations for payment at the checkout - for example, one can use the card when the value of purchases exceeds PLN 10, payment by card – PLN 2 additionally. If you do not have enough cash, ask in advance especially in Poland whether the shop has introduced restrictions on card payments. When being in Ukraine, consumer shall also ask whether the terminal is working. Remember! Small sellers - traders on the bazaar, in front of stadiums, on the street, in newsagents, in small food facilities, or selling bus tickets usually accept payment in cash only!

Currencies

In Poland the currency is zloty (PLN), PLN 1=100 groszy, in the Ukraine – hryvnia (UAH), 1 hryvnia=100 kopiyok. Most shops in Poland are open from Monday to Friday, from 9:00 am to 5:00 pm. On Saturdays - until 2:00 pm., and on Sundays and public holidays only certain establishments are open. Shopping centers are open 7 days a week from 10:00 am till late evening hours. In big cities in Ukraine shops can be opened 24/7, 365 days a year. But, it can also be found trade centers that are working from 10:00 am to 9:00 pm. On Saturdays and Sundays some of them are working from 11:00 am till 8:00 pm.

You buy, you pay - take the receipt! When you pay for a product bought from the Polish or Ukrainian seller you should always get a receipt. It is the basis for the complaint, if it turns out that for example you bought spoiled yogurt, broken electronic equipment, umbrella, which cannot be opened. No matter how long you plan to stay in our countries, keep the receipt. You never know when you might come in handy. Remember to always check when shopping whether the value agrees with what is written on the receipt.

In the Ukraine - within the product’s useful life or warranty period. If the warranty card or useful life are not established, consumer has the right to file a complaint within 2 years. Complaints should be submitted to the seller in writing, with the receipt attached. What can you request? In Poland: the repair, replacement, refunds. In Ukraine, in addition: lower prices, reimbursement for costs incurred (e.g. for repairs on your own). 14 days also constitutes the time during which the seller should respond to the complaint (Poland) or take the proper actions (Ukraine).

Did you buy a shirt printed with your favorite club's logo, which has faded? What can you do?

If the thing you have bought is defective (e.g. it lacks buttons, inactive ticket), you have the right to file complaint - in Poland and Ukraine. Remember about the different time limits! In Poland things can be claimed within two years from the date of purchase. In the Ukraine - within the product’s useful life or warranty period. If the warranty card or useful life are not established, consumer has the right to file a complaint within 2 years. Complaints should be submitted to the seller in writing, with the receipt attached. What can you request? In Poland: the repair, replacement, refunds. In Ukraine, in addition: lower prices, reimbursement for costs incurred (e.g. for repairs on your own). 14 days also constitutes the time during which the seller should respond to the complaint (Poland) or take the proper actions (Ukraine). When the seller exceeds this limit - according to the Polish law - it means that the claim was accepted, in accordance with the Ukrainian law - the seller should pay for each day of delay a fine one percent of the price of the defective product.

How do I file a complaint?

In both countries in writing, with the seller, in two copies - one for the shop, the other for the consumer confirming the complaint notification. You can use ready-made forms, available in the shop – in Poland it is common, in Ukraine – hardly any seller can provide consumer with ready-made form. Remember that forms are drawn up in the language of the given country. It may also happen that an entrepreneur will not speak fluent English.

You bought a scarf, which, however, you would like to return? Can you do it?

The right to return the goods, which have no defects, and such that have ceased to please us depends on the country. In Poland - that possibility exists only if the seller agrees to it. The seller has no obligation to accept or replace the goods. If the shop provides such a privilege, it may be subject to certain conditions, for example, providing labels, packaging, and proof of purchase. Information about whether the store accepts returns can be obtained at the checkout. If it is not there, ask the seller. When he agrees for the return of goods, ask for confirmation of this possibility on a receipt with a store stamp. When buying in Ukraine, the consumer may return or exchange the product within 14 days after purchase. The purchaser does not have to give any reason, but necessarily needs to include the receipt and tags. The thing cannot be used by the consumer - otherwise the seller has the right to refuse to exchange or refund the goods. Remember about the product groups, which cannot be returned. These include perfumes, cosmetics, jewellery.

The complaint in a restaurant

Menu and price list should be in front of premises. In restaurants popular among the tourist it may additionally be written in English. In other - you have to accept the fact that the dishes will be named in the native language. Before ordering, ask the service to clarify what the name of your meal means, how much you will pay and what quantity the price refers to (i.e. the price of fish in the card may refer to 100 g when the service will bring the whole fish weighing 500 g). If the waiter includes the service fee in the receipt, she/he has to inform us about it before we place the order. In Ukraine – the 10% service fee is automatically included in the receipt. Remember! If the restaurant failed to comply with your order - that is, for example, a waiter made a mistake in the order, dish did not contain so many ingredients as indicated on the menu, you waited too long for the order, you have the right to file a complaint. You should place it at once with the head waiter or the restaurant manager. You have the right to request a meal in accordance with the order or a price reduction.

Where to seek assistance?

In case of problems with rejection of complaint by a local seller, problems with the knowledge of Polish or Ukrainian consumer law, you can count on the assistance of:

In Poland: consumer ombudsmen, consumer organizations, you can also call the free consumer infoline where you will receive free legal advice 800 007 707 (infoline available from fixed telephony and mobile phones in Poland, from Monday to Friday, 9:00 am to 5:00 pm). Also advice can be obtained from the European Consumer Center.

In the Ukraine: All-Ukrainian Consumers’ Federation Pulse, regional consumer authorities.

Until the first match UOKiK and All-Ukrainian Consumers’ Federation Pulse will remind us about the rights of football fans-consumers. We will soon tell you how to claim inappropriate hotel standard, services of a dishonest guide, what to watch when renting a car.

All-Ukrainian Consumers’ Federation Pulse – it is the association of Ukrainian non-governmental consumer organizations. In 2006-2010 the members of the Federation were partners in the project of the United Nations Development Program regarding the consumers. After its completion, they founded their own NGO. The primary objective of the Pulse Federation is representation of consumer interests in relations with the government and undertakings, supporting the development of law and enhancing the role of weaker market participants to meet European standards.

Office of Competition and Consumer Protection in Poland – it was founded in Poland in 1990. It takes care of competition, collective consumer interests, monitors state aid, quality of fuels and ensures the surveillance of general product safety. While implementing the government policy of consumer protection, inter alia, it initiates proceedings concerning infringement of collective consumer interests. UOKiK cooperates with the municipal and poviat consumer ombudsmen and NGOs financed from the State Budget (Polish Consumer Federation, Association of Polish Consumers), which provide free legal assistance in individual cases.

Read the press release.