Position of the Kaufland chain:
Dear Sir or Madam,
With reference to the article published on your website, “Bolesławiec: bottle-return machines have been closed for weeks. Customers turned away empty-handed” at https://istotne.pl/boleslawiec/wiadomosc/ufK, we are sending the position of Kaufland Polska:
The deposit-packaging return point at the Kaufland supermarket in Bolesławiec has not yet been opened. This situation results from the applicable acceptance procedure, which includes obtaining an occupancy permit and the formal acceptance of the facility.
We expect the return point to open in the coming days, immediately after the required procedures are completed. Until then, deposit-packaging collection takes place at the Information Desk inside the store. This is the standard solution used throughout the Kaufland chain when machines have not yet been opened or when repair work is underway. Customers always have the option of returning packaging covered by the deposit system in this way at every supermarket.
The rules governing the deposit system at Kaufland supermarkets are uniform, transparent and compliant with applicable laws. Customers returning packaging covered by the deposit are not required to have made an earlier purchase in the store in order to receive the refund due.
Regarding the information about refusing to accept packaging without presenting a receipt, we explain that although the Polish deposit system is, as a rule and by design, receipt-free, this does not apply in every case. A receipt is necessary when a customer wants to receive cash when returning refillable bottles—that is, reusable glass bottles for beverages offered by Kaufland and marked with the words “returnable bottle.” The same applies to beverage crates. A receipt is not required when the customer receives a voucher that can be used for purchases.
The deposit system is currently in the initial phase of implementation and, due to the large number of changes—such as the recent exclusion of beer bottles from the general system—both customers and employees may still not be fully aware of the nuances concerning the return of particular types of packaging. This is why broad and systematic education is so important. To ensure the quality of the services and customer support provided, we immediately contacted the management of the store in Bolesławiec so that its employees could be retrained in the rules for accepting and settling returnable and deposit packaging. Nevertheless, it cannot be ruled out that the Information Desk employee was justified in refusing to accept returnable beer bottles without a receipt if the customer wanted to recover cash instead of receiving a voucher.
We are also providing advance information about further legislative changes. Under the law signed by the President of the Republic of Poland last week, a change will be introduced whereby retail outlets offering end users beverages in bottles covered by a system operated by the producer will be required to accept from customers empty bottles of beverages offered at that particular retail outlet and refund the amount charged, without requiring proof of purchase. This means that exchanging a voucher for cash in the case of returnable bottles may no longer be made conditional on presenting a receipt. Accordingly, we are preparing to update our regulations and packaging-return policy. We will provide details once the provisions and internal regulations come into force.
Nevertheless, we are always open to customers’ opinions and concerns. Any irregularities related to the operation of the deposit system can be reported through the Kaufland Customer Service Office, the contact form available on the chain’s website, or directly at the store. We assure you that Kaufland treats consumer rights with the utmost care and makes every effort to ensure that the deposit system is transparent, lawful and customer-friendly. Detailed and up-to-date information can be found in the regulations available in stores and at: https://sklep.kaufland.pl/uslugi/system-kaucyjny.html
Yours sincerely,
Press Office of Kaufland Polska Markety Sp. z o.o. Sp. j.