• Returns and complaints

Complaints and returns

 Right of withdrawal.

7.1 Pursuant to Article 27 of the Act of 30 May 2014 on consumer rights (Journal of Laws of 2014, item 827), a Customer who is a consumer who has concluded a remote contract through the Store, may withdraw from it within 14 days without giving any reason and without incurring costs, except for the costs specified in sections 7.4, 7.5 and 7.8 of the Regulations. Instructions on the right of withdrawal, including in particular information about the manner and timing of exercising the right to withdraw from the contract and the cost of returning the item in the case of withdrawal, which shall be borne by the Customer, is attached as Appendix 1 to these Regulations. 

7.2 The Customer may use the model statement of withdrawal constituting an annex to the Act of 30 May 2014 on consumer rights (Journal of Laws of 2014, item 827) , as well as the return form sent to the Customer's e-mail address after the execution of the order, but this is not mandatory. 

7.3 In the event of withdrawal from the contract, the contract shall be considered not concluded. If the Customer who is a consumer made statements before the Seller accepted his offer, the offer ceases to be binding. 

7.4 If the Customer has chosen a method of delivery of the items other than the cheapest ordinary way of delivery offered by the Seller, the Seller shall not be obliged to reimburse such Customer the additional costs incurred by him. 

7.5 The Customer shall bear the direct costs of returning the items. If the goods, due to their nature (e.g. large-size goods), cannot be sent back in the usual way by post, the cost of returning the goods will depend on the price list of the carrier providing transport services. 

7.6 The Customer shall be liable for any diminution in the value of the goods resulting from their use beyond what is necessary to establish the nature, characteristics and functioning of the goods. 

7.7 The Customer shall not have the right to withdraw from a distance contract with respect to the contracts listed in Article 38 of the Consumer Rights Act of 30 May 2014 (Journal of Laws of 2014, item 827), in particular: 
a) in which the subject of the provision is a non-refabricated thing, produced according to the consumer's specification or serving to meet his individualized needs; 
b) in which the subject matter of the performance is an item that deteriorates rapidly or has a short shelf life; 
c) in which the subject matter of the performance is an item supplied in a sealed package that cannot be returned after opening the package due to health protection or hygiene reasons, if the package has been opened after delivery; 
d) in which the subject of the performance are things that after delivery, due to their nature, are inseparable from other things. 

7.8 If the Customer requested the commencement of the provision of services (if such services are provided by the Seller's offer) before the expiry of the term of withdrawal, the Customer shall pay to the Seller an amount proportional to the scope of services provided until the moment when the Customer informed the Seller about the withdrawal from this agreement. 

7.9 The Customer should secure the returned goods in such a way as to minimize the risk of damage in transit.

 Complaint processing procedure.

6.1 Shop is obliged to provide customers with items sold without any physical or legal defects (warranty). In case of defects in the purchased goods, customers have the rights provided for in the Act of 23 April 1964 Civil Code (Journal of Laws of 2014, item 121, as amended), in particular in the section relating to warranty (Article 556 et seq.). 

6.2 Complaints shall be submitted to the address of the Store's registered office referred to in section 1.1 of the Regulations. The complaint should contain the Customer's contact details, information about the type of defect and the date on which it was found, the Customer's request, and in case of doubt also some kind of confirmation of purchase of the advertised goods in the Store. The above content of the complaint is a recommendation, and complaints with a different content will also be considered by the Seller. 

6.3 If in order to investigate the complaint it is necessary for the Seller to get acquainted with the sold thing, the Customer who exercises his rights under the warranty, shall be obliged at the expense of the Seller to deliver the thing to the place specified in the sales contract, and if such a place has not been specified in the contract - to the place where the thing was delivered to the Customer. If, due to the nature of the item or the manner of its installation, delivery of the item by the Customer would be excessively difficult, the Customer is obliged to make the item available to the Seller at the place where it is located. 

6.4 The Shop will respond to Customer complaints within 14 days.