Returns and complaints
On BidBil the contract is made directly between buyer and seller. Whether you can return an item depends on who sold it to you.
Buying from a business
If the seller is a business and you are buying as a consumer, you have 14 days from delivery to withdraw from the contract, without giving a reason. You send the statement to the seller, who refunds the payment within 14 days of receiving it. Separately, the seller is liable for lack of conformity of the goods with the contract for 2 years from delivery.
One exception: the right of withdrawal does not cover goods made to individual order or personalised — a cue built to measure or engraved cannot be returned.
Buying from a private individual
Most listings on BidBil are sales between private individuals. In that case the statutory 14-day right of return does not apply — a return is possible only if both sides agree to it. The Civil Code warranty does apply, and the parties may limit or exclude it, which is common with used equipment. An exclusion has no effect if the seller fraudulently concealed a defect.
So agree the return terms before you pay, and put them in the BidBil messenger rather than over the phone. In a dispute the chat history is the only evidence we can recover.
Product complaints
You always raise a complaint with the seller. The Operator is not a party to the contract: it does not sell the items, take payment or arrange shipping, so it cannot accept a return or refund you. The details are in the Terms.
When the seller does not respond
Write to info@bidbil.com. We secure the message history and make it available as evidence at the request of a party to the dispute, and we can block the account of a seller who breaches the Terms. If you suspect fraud, report it to the police as well — online fraud is an offence under Article 286 of the Polish Criminal Code.
Complaints about the Service itself (as opposed to a transaction) are handled within 14 days — write to the same address.
Frequently Asked Questions
Can I return an item bought on BidBil?
It depends on who sold it. If the seller was a business and you bought as a consumer, you have 14 days to withdraw from the contract without giving a reason. If the seller was a private individual, there is no statutory right of return — a return is possible only if the seller agrees to it.
Who do I complain to?
Always the seller, never BidBil. The Operator is not a party to the sales contract — it does not sell the items, does not take payment and does not arrange shipping. You raise the complaint directly with the person or company you bought from.
What if the seller does not respond?
Write to us at info@bidbil.com. We secure the messenger history and, at the request of a party to the dispute, make it available as evidence. We can also block an account where a seller breaches the Terms. What we cannot do is refund you — the money never passes through the Service.
Do I get a warranty when buying from a business?
Yes. A business seller is liable to a consumer for lack of conformity of the goods with the contract for 2 years from delivery. In sales between private individuals the Civil Code warranty applies, and the parties may limit or exclude it — which is common with used equipment.
When does the right of return not apply even when buying from a business?
For goods made to individual order or personalised — for example a cue built to measure or engraved. That exception is written into the Consumer Rights Act.