Dispute Resolution (ODR/ADR)
Effective date: 01.05.2026
1. INTRODUCTION
Hansa Wear strives to provide the highest quality customer service. However, if a dispute arises regarding a purchase, we encourage the use of out-of-court methods of resolution.
Out-of-court dispute resolution (ADR – Alternative Dispute Resolution and ODR – Online Dispute Resolution) is a faster and less costly way of resolving a conflict than court proceedings.
2. EUROPEAN COMMISSION ODR PLATFORM
The European online dispute resolution (ODR) platform, previously operated by the European Commission at ec.europa.eu/consumers/odr, ceased operating on 20 July 2025 and no longer accepts new complaints (Regulation (EU) 2024/3228 repealing Regulation (EU) No 524/2013).
To resolve a dispute out of court, please contact us directly and then use the national ADR bodies listed below. For cross-border matters, assistance is offered by the network of European Consumer Centres (ECC-Net).
3. OUT-OF-COURT DISPUTE RESOLUTION IN POLAND (ADR)
Consumers in Poland may use the following ADR bodies:
3.1. Permanent Consumer Arbitration Court
Description:
Arbitration courts operating at Provincial Inspectorates of Trade Inspection.
Scope:
Resolving disputes between consumers and businesses concerning claims arising from sales or service agreements.
Contact:
- Website: www.uokik.gov.pl/spory_konsumenckie.php
- List of arbitration courts: available on the UOKiK website
- Free consumer helpline: 801 440 220 (Mon–Fri 8:00–18:00)
How to submit a request:
A request for dispute resolution can be submitted:
- In person at the relevant Provincial Trade Inspection office
- In writing (by post)
- Electronically (if available)
Costs:
Proceedings before the Permanent Consumer Arbitration Court are free of charge for consumers.
Duration:
Usually from a few weeks to a few months (shorter than court proceedings).
3.2. Consumer mediation
Description:
Mediation is a voluntary process in which an independent mediator helps the parties reach an amicable resolution of the dispute.
Where to find a mediator:
- Trade Inspection
- Municipal/County Consumer Ombudsmen
- Consumer Associations and Federations
Contact:
List of consumer associations: www.uokik.gov.pl
Costs:
Mediation may be free of charge (e.g. organised by the Trade Inspection) or paid (private mediators).
Is the settlement binding:
Yes, if both parties sign a settlement agreement, it is binding and enforceable.
3.3. Consumer Ombudsman
Description:
County/Municipal Consumer Ombudsmen provide free legal advice, assist in disputes with businesses, and may represent the consumer before a court.
Contact:
List of Consumer Ombudsmen in Poland:
www.uokik.gov.pl/rzecznicy_konsumentow.php
Services:
- Free legal advice
- Assistance in submitting complaints
- Representation before a court (in justified cases)
3.4. European Consumer Centre (ECC-Net)
Description:
European Consumer Centres help consumers resolve cross-border disputes (with businesses from other EU countries).
Polish branch:
European Consumer Centre Poland
- Website: www.konsument.gov.pl
- E-mail: info@konsument.gov.pl
- Phone: +48 22 290 89 16
Services:
- Advice on consumer rights in the EU
- Assistance in resolving cross-border disputes
- Information on consumer rights in other EU countries
Costs:
ECC-Net services are free of charge.
4. OUR APPROACH TO DISPUTE RESOLUTION
4.1. Complaints and grievances
If you have a problem with an order or product, please contact us first:
- Contact form: www.hansawear.com
- E-mail address: orders@hansawear.com
- In writing: MAMY TO Łukasz Chomyn, ul. Kochanowskiego 5/90, 01-864 Warsaw, POLAND
We will do our utmost to resolve the problem amicably and quickly.
4.2. Voluntary participation in ADR proceedings
We are open to participating in out-of-court proceedings (mediation, consumer arbitration courts) if the consumer so wishes.
We are not obliged to participate in proceedings before a specific ADR body, but we always strive for an amicable resolution of disputes.
4.3. Proposed solutions
In the event of a dispute, we may, depending on the specific case, propose:
- Refund
- Product exchange
- Product repair
- Discount/voucher for future purchases
- Other solution satisfactory to both parties
5. COURT PROCEEDINGS
The consumer always has the right to take legal action, regardless of whether ADR/ODR has been used.
5.1. Jurisdiction
For Consumers:
The consumer may choose the court with jurisdiction over:
- The business's registered seat (Warsaw)
- The consumer's place of residence
For business customers:
The court with jurisdiction over the defendant's registered seat (in accordance with the Code of Civil Procedure).
5.2. Governing law
Polish law applies to sales agreements concluded via our Store.
For Consumers from other EU countries, the mandatory provisions of their country of residence may also apply if they are more favourable.
6. INFORMATION FOR CONSUMERS OUTSIDE POLAND
6.1. EU consumers
Consumers from EU countries may use:
- European Consumer Centres (ECC-Net) in their country
- Local consumer protection authorities
6.2. Non-EU consumers
Consumers from outside the EU may:
- Contact us directly to resolve the dispute amicably
- Use local consumer protection authorities (if available)
- Take legal action in accordance with the applicable jurisdiction
7. FREQUENTLY ASKED QUESTIONS (FAQ)
Do I have to use ADR/ODR before going to court?
No. The use of ADR/ODR is entirely voluntary. You may go directly to court if you prefer.
Is the ADR outcome binding?
It depends on the type of proceeding:
- Mediation: Binding only if both parties sign a settlement agreement
- Consumer arbitration court: The decision is binding if both parties agreed to this in advance
How much does ADR cost?
Most ADR proceedings in Poland (e.g. Permanent Consumer Arbitration Court) are free of charge for consumers.
How long does ADR take?
Usually from a few weeks to 90 days – much shorter than court proceedings.
Can I withdraw from ADR proceedings?
Yes. You may withdraw at any time and take the matter to court.
8. CONTACT DETAILS
Hansa Wear / MAMY TO Łukasz Chomyn
Address:
ul. Kochanowskiego 5/90
01-864 Warsaw, POLAND
E-mail address:
orders@hansawear.com / hello@hansawear.com
Contact form:
www.hansawear.com
9. USEFUL LINKS
Office of Competition and Consumer Protection (UOKiK):
www.uokik.gov.pl
Permanent Consumer Arbitration Courts:
www.uokik.gov.pl/spory_konsumenckie.php
European Consumer Centre Poland:
www.konsument.gov.pl
Trade Inspection:
www.gov.pl/web/ih
Consumer Ombudsmen:
www.uokik.gov.pl/rzecznicy_konsumentow.php
Last updated: 01.05.2026