Complaints, Returns and Service

1. Scope

This document sets out the procedure for Product complaints, returns and warranty service of devices purchased on the Future Life portal from Future by Life sp. z o.o., ul. Jana Kazimierza 11A lok. 6, 71-620 Szczecin, NIP 9552591446. It supplements the Terms.

2. How to file a complaint

• send your complaint to reklamacje@futurebylife.pl or in writing to ul. Jana Kazimierza 11A lok. 6, 71-620 Szczecin, or use the form on the "My account" page;
• state the order or invoice number, the Product name and the device serial number;
• describe the defect or lack of conformity and the date it was discovered;
• attach photos or videos and, for devices, a screenshot of error codes and the pulse / operating-hours counter if available;
• state your request (e.g. repair, replacement).

We will confirm receipt of the complaint and respond within 14 days. If the Product needs to be delivered to us for the complaint to be assessed, we will indicate the shipping method and address.

3. Customers who are businesses

For Customers who are businesses, liability under the statutory warranty (rękojmia) is excluded (Art. 558 § 1 of the Polish Civil Code). Complaints are handled under the manufacturer's or Seller's guarantee, on the terms set out in the guarantee card. Transport damage must be reported promptly, no later than 3 days after delivery, together with a damage report drawn up with the carrier.

4. Entrepreneurs with consumer status

If you are a natural person running a sole proprietorship and the purchase is not of a professional nature for you (Art. 7aa and 38a of the Polish Consumer Rights Act), you have rights in respect of lack of conformity of goods with the contract: you may request repair or replacement and, where this is not possible or the Seller refuses, a price reduction or withdrawal from the contract (if the lack of conformity is not minor). The Seller is liable for any lack of conformity that becomes apparent within two years of delivery.

Whether a purchase qualifies as one with consumer status depends on the business activity registered in CEIDG. As a rule, the purchase of a treatment device by a person running a cosmetology practice is of a professional nature.

5. Withdrawal from the contract (14-day return)

The right to withdraw from a distance contract is available only to entrepreneurs with consumer status – within 14 days of receiving the Product, without giving any reason. Customers who are businesses acting in a professional capacity do not have this right; a return is possible only with the Seller's individual consent.

How to withdraw

• send a statement of withdrawal to reklamacje@futurebylife.pl (you may use the model withdrawal form – Annex 2 to the Consumer Rights Act);
• return the Product within 14 days of submitting the statement to ul. Jana Kazimierza 11A lok. 6, 71-620 Szczecin;
• you bear the direct cost of return unless otherwise agreed;
• we will refund the payment, including the cost of the cheapest standard delivery, within 14 days of receiving the statement – we may withhold the refund until we receive the Product or proof that it has been sent back.

You are liable for any diminished value of the Product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning.

Exceptions to the right of withdrawal

• sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed – in particular opened preparations, single-use consumables, treatment tips, gels, needles and cartridges (Art. 38(1)(5) of the Consumer Rights Act);
• goods that perish quickly or have a short shelf life;
• devices manufactured or configured to the Customer's specifications;
• training services fully performed with the Customer's express consent, and services relating to leisure or events on a specific date – in accordance with Art. 38 of the Consumer Rights Act.

6. Device warranty service

• the guarantee period and scope are set out in the guarantee card supplied with the device ([12/24] months unless stated otherwise);
• the guarantee may provide separate terms for wear parts (e.g. handpieces, diode modules – pulse or operating-hour limits);
• service requests are accepted at serwis@futurebylife.pl or by phone: see the Contact page;
• we first carry out remote diagnostics; if necessary, we arrange collection of the device or a visit by a service technician;
• subject to availability we offer a replacement device for the duration of the repair – on individually agreed terms;
• the guarantee does not cover damage resulting from use contrary to the instructions, improper power supply, lack of maintenance (e.g. replacing water / filters in the cooling system), interference by unauthorised persons or mechanical damage.

Medical incidents involving a medical device must also be reported to us without delay so that we can forward them to the manufacturer and the competent authorities in accordance with Regulation (EU) 2017/745 (MDR).

7. Out-of-court dispute resolution

An entrepreneur with consumer status may use out-of-court dispute resolution methods, e.g. permanent consumer arbitration courts at the regional inspectors of the Trade Inspection, provided these bodies accept cases from such persons. However, we encourage you to contact us directly first.

Version: 2026-10.