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After-Sales Service
Complaints i returns
Your satisfaction is our priority. Here you will find all the information about the right of withdrawal, the complaints procedure and a form template to download. Everything is clear, transparent and in line with consumer law.
14 days for returns
Statutory Warranty 2 years
Complaint under 14 days
All returns and complaint shipments should be sent to the Seller's workshop at the address below. Please do not send cash-on-delivery parcels — they will not be accepted. Before shipping, pack the product carefully — see how to do it.
Adjatech Metalworking sp. z o.o.
Address for returns and complaints
ul. Gnieźnieńska 26, Janikowo k. Poznania 62-006 Kobylnica
Please note — cash-on-delivery parcels
We do not accept parcels sent cash on delivery. The cost of returning the Product under return (withdrawal from the contract) is borne by the Consumer (§ 10 of the Terms and Conditions). In the case of a complaint we cover the shipping cost — please contact us before sending, and we will provide a label or arrange a courier (§ 11 of the Terms and Conditions).
Before you send the parcel · § 12 of the Terms and Conditions
How to pack a product for return or complaint
Our products have polished, gold-plated and lacquered surfaces and delicate mounting elements. The most common damage in returned parcels is scratches from tape and neighboring items, bent pins and dented corners — and damage caused by improper packing is the sender's responsibility. A few minutes of careful packing is the simplest way to make sure a return or complaint goes smoothly.
01
Protect the surfaces
Wrap the product in soft paper or protective film, then in bubble wrap. Adhesive tape must not touch the product.
Polished and gold-plated
02
Each item separately
Pack letters and other items separately so that they do not touch. Push the pins into polystyrene foam or cardboard, and do not remove the film from the mounting tape.
Pins and tape
03
Rigid cardboard box
Use the original box or an equally sturdy one, protect the corners and fill any empty space — nothing should be able to move.
Test: shake the parcel
04
Photos and shipping
Take photos of the product and the parcel, include your order number and send the parcel with a tracking number — insured if it is valuable.
Keep the proof of shipment
Detailed recommendations (§ 12 sec. 3 of the Terms and Conditions):
a.
Packaging — the original packaging (with inserts) if you still have it, or a rigid cardboard box fitted to the dimensions of the product; for heavy and large products, a crate or rigid protective boards.
b.
Polished, gold-plated and painted surfaces — first soft paper or protective film, then bubble wrap. Adhesive tape must not touch the product directly.
c.
Letters and small parts — each piece wrapped separately, so that the pieces do not touch or rub against each other.
d.
Mounting parts — do not remove the protective film from the mounting tape; protect the pins from bending (for example, push them into a piece of polystyrene foam or thick cardboard); put loose parts in a separate bag.
e.
Corners, edges and protruding parts (for example, the arms of crosses, handles) — cardboard or foam corner protectors; glass parts — separately, in additionally padded packaging.
f.
Filling — fill any empty space with paper or packing filler; after closing, shake the package — nothing should move.
g.
Identification — include the order number and the withdrawal form or a description of the complaint.
h.
Documentation — take photos of the product and the packed parcel before shipping, and keep the proof of postage.
i.
Shipping — send the parcel with a tracking number; for higher-value products, with insurance up to their value. Do not send parcels cash on delivery.
Original packaging is not required
As a Consumer, you do not have to return the product in its original packaging — its absence does not limit your right to a return or a complaint. What matters is that the replacement packaging protects the product just as well. Not sure how to pack a particular product? Write to office@zecero.com or call us — we will advise you before you ship.
Damage caused during return transport
Damage that occurs on the way to us as a result of improper packing is not a product defect and is not covered by a complaint. We document the unpacking of every returned parcel with photos, and we inform you of any damage found without delay, sending you the documentation.
The Consumer is liable for actual, documented damage — the cost of repair or the loss in value of the product. In the case of a return (withdrawal from the contract), this amount may be deducted from the amount due to you once we present the calculation. We do not apply flat-rate fees to Consumers (§ 12 sec. 7–9 of the Terms and Conditions).
Business customers (B2B)
For B2B Customers, the above recommendations are mandatory, and returning the product requires prior arrangement. If a product sent back in inadequately protected packaging is damaged, a a contractual penalty of €65.22applies, and where the damage is higher, compensation for the remaining amount as well (§ 13 of the Terms and Conditions).
01
Step by step
How to return an item in 4 simple steps
Withdrawing from a distance contract is simple and will take you a few minutes. Please follow the steps below:
01
Fill in the form
Use our online form generator below or download the template to fill in by hand.
~5 minutes
02
Send the statement
Send the completed form to office@zecero.com or by post to the workshop address given above.
14 days from delivery
03
Send the product back
Pack the product according to our guidelines and send it to our address within 14 days of notifying us of the withdrawal.
14 days from the statement
04
Receive your refund
We will refund the full amount (including the delivery cost) using the same payment method within 14 days.
Within 14 days
The 14-day period: how does it work?
0
You receive the product
The period begins on the day the Product is delivered to the Consumer.
14days
Time limit for the statement
You have 14 calendar days to send the statement of withdrawal from the contract.
+14days
Returning the product
After sending the statement, you have another 14 days to send the Product back.
Full refund of costs
We refund all costs you have paid, including the cost of delivering the Product (except for additional costs resulting from choosing a delivery method other than the cheapest standard one).
§
Legal text · Excerpt from the Terms and Conditions
The Consumer may withdraw from the Sales Contract within 14 days without giving any reason.
2.
The period referred to in para. 1 begins on delivery of the Product to the Consumer or to a person designated by the Consumer other than the carrier.
3.
Where an Agreement covers multiple Products delivered separately, in batches or in parts, the period specified in paragraph 1 runs from delivery of the last item, batch or part.
4.
The Consumer may withdraw from the Agreement by submitting a statement of withdrawal to the Seller. To meet the withdrawal deadline, it is sufficient to send the statement before this period expires.
5.
The statement may be sent by traditional mail, by fax or electronically, by sending it to the Seller's e-mail address or by submitting it on the Seller's website. The statement may also be submitted on a form, a template of which is provided in Appendix 1 to the Terms and Conditions and in the appendix to the Act of 30 May 2014 on consumer rights, although using the form is not mandatory.
6.
If the Consumer sends the statement electronically, the Seller will promptly send the Consumer, to the e-mail address provided, confirmation that the statement has been received of withdrawal from the Agreement.
7.
Effects of withdrawal from the Agreement:
a.
In the event of withdrawal from a distance contract the Agreement is considered not to have been concluded.
b.
The Seller will refund the Consumer promptly, and no later than within 14 days of the date of receiving the Consumer's statement of withdrawal from the Agreement, all payments made by the Consumer, including the cost of delivering the item, except for additional costs resulting from the Consumer's choice of a delivery method other than the cheapest standard method offered by the Seller.
c.
The Seller will make the refund using the same payment methodthat the Consumer used in the original transaction, unless the Consumer has expressly agreed to a different solution that will not involve any costs for the Consumer.
d.
The Seller may withhold the refund until the Product has been received back or until the Consumer provides proof of having sent it back, whichever occurs first.
e.
The Consumer should return the Product to the Seller's address given in the Terms and Conditions promptly, no later than 14 days from the day on which the Consumer informed the Seller of the withdrawal. The deadline is met if the Consumer sends the Product back before the 14-day period expires.
f.
The Consumer bears the direct costs of returning the Product, including the costs of returning the Product if, because of its nature, it could not be returned by ordinary mail.
g.
The Consumer is liable only for any reduction in the value of the Product resulting from using it in a way other than was necessary to establish the nature, characteristics and functioning of the Product.
8.
Where, because of the nature of the Product, it cannot be returned by ordinary mail, information about this, as well as about the costs of returning the Product, will be provided in the Product description in the Shop.
9.
The Consumer has NO right of withdrawal in relation to a Contract:
a.
Where the subject of the performance is a non-prefabricated item, made to the Consumer's specifications or serving to meet their individualized needs (e.g. a cross or plaque engraved with a surname, a custom design). Letters from the Zecero catalog, including those ordered for a specific inscription, may be returned within 14 days.
b.
For the provision of services, if the Seller has fully performed the service with the Consumer's express consent, the Consumer having been informed before the service began that they will lose the right of withdrawal once the service has been performed.
c.
Where the subject of the performance is items which, after delivery, by their nature become inseparably joined with other items.
10.
The right to withdraw from the Contract also applies to a Sole Trader with consumer rights (a natural person running a business, for whom the purchase is not of a professional nature). B2B customers have no statutory right of withdrawal — a return is possible only with the Seller's consent (§ 13 of the Terms and Conditions).
11.
You can check the Product just as you would in a physical store — look at it, measure it, hold it up at the place of installation. Mounting (e.g. sticking it onto the tape or removing the protective film from it, fitting the pins, screwing it in), modifications and lasting signs of use do not take away the right of withdrawal, but the Consumer is liable for the resulting reduction in the value of the Product (§ 10 and § 12 para. 7 of the Terms and Conditions).
12.
The Product must be returned complete — with the mounting elements, accessories and documents. Products sold as a set or kit for a single price are returned in full.
13.
When part of an Order is returned, we refund the price actually paid for the returned Products (including a proportionate share of any discount applied to the whole Order) and the delivery cost to the extent that it related to the returned Products.
14.
A gift received free of charge together with the Product is returned together with it — the gift agreement is concluded subject to a condition subsequent in the form of withdrawal from the Contract.
15.
Failing to collect a parcel is not a statement of withdrawal from the Contract. If the Consumer withdraws from the Contract after not collecting the parcel, the cost of returning it to the Seller is a direct cost of return, which the Consumer bears.
16.
The Product must be carefully packed — the packing rules and the consequences of damage to the Product during return transport are set out in § 12 of the Terms and Conditions (see the guidelines). We do not accept cash-on-delivery parcels.
Products made to individual order
Designs made to the customer's individual order (if the customer has previously approved the design) cannot be returned — unless the Product has been damaged. In that case, the complaint procedure applies.
Appendix No. 1 to the Terms and Conditions
Withdrawal form — online generator
Fill in the form below online and we will prepare a ready document to print or send by e-mail. The template complies with Annex No. 2 to the Act of 30 May 2014 on Consumer Rights.
Withdrawal form template
Fill in the fields to download the ready document
Tip: After downloading or printing it, remember to sign the document by hand (if sending it by post). You can also submit the form as a scan attached to an e-mail sent to office@zecero.com.
The form is not mandatory
Using this form is not mandatory — you may submit your statement in any form, as long as it includes your details, a description of the product and a clear statement of withdrawal from the contract.
02
Step by step
How to file a complaint in 4 steps
If you have noticed a defect in a product you purchased, you can submit complaint — Consumers under the Consumer Rights Act (liability for conformity of goods with the contract), business customers under the provisions on statutory warranty in the Civil Code. We will review your report within 14 days of receiving it at the latest.
01
Document the defect
Take photos of the damage or defects in the product (and if the package arrived damaged, of the packaging as well). This will help us review your complaint faster.
5 minutes
02
Submit a complaint
Send your claim to office@zecero.com with a description of the defect, the date it appeared and your details.
Directly
03
Send the product back
Contact us before shipping. We will provide a label or book a courier (we cover the shipping cost). Pack the product according to the guidelines.
After contacting us
04
Receive our decision
We will respond to your request within 14 days of receiving the report at the latest.
Within 14 days
What should a complaint include?
a.
A brief description of the defect — what kind of defect it is and when it was noticed.
b.
Circumstances in which the defect appeared — including the date it appeared.
c.
Customer details of the person filing the complaint (first name, last name, address, e-mail, order number).
d.
Customer's request in connection with the defect, e.g. replacement, repair, price reduction, withdrawal from the contract.
e.
Optional — photos documenting the defect (they speed up the process).
f.
Business customers (B2B) — shipping damage and visible defects should be reported within 3 business days from delivery, with photos of the product and packaging and a damage report (§ 13 of the Terms and Conditions).
§
Legal text · Excerpt from the Terms and Conditions
Complaints and warranty
1.
The Sales Agreement covers only new Products.
2.
The Seller is obliged to deliver to the Customer an item free from defects.
3.
If a defect occurs (the Product does not conform to the Agreement), the Customer has the right to file a complaint — Consumers and Businesses with consumer rights under the provisions of the Consumer Rights Act on liability for conformity of goods with the contract, and B2B Customer based on the provisions on statutory warranty (rękojmia) in the Civil Code, taking into account § 13 of the Terms and Conditions.
4.
A complaint should be submitted in writing or electronically to the Seller's addresses given in the Terms and Conditions.
5.
It is recommended that the complaint include, among other things:
a.
A brief description of the defect.
b.
The circumstances in which it occurred (including the date).
c.
The details of the Customer submitting the complaint.
d.
The Customer's request in connection with the defect in the goods.
6.
The Seller will respond to a complaint from a Consumer or a Business with consumer rights promptly, and no later than within 14 days. If the Seller does not do so within that period, it is considered that the Seller has accepted the Customer's request as justified. The rules for handling complaints from B2B Customers are set out in § 13 of the Terms and Conditions.
7.
Goods returned under the complaint procedure should be sent to the address given in §3 of the Terms and Conditions (see the address above), packed securely in accordance with § 12 of the Terms and Conditions (how to pack).
8.
If a warranty has been granted for a Product, information about it, as well as its content, will be included in the Product description in the Shop.
9.
It is advisable to attach to the complaint photos of the Product, and in the case of transport damage, also of the packaging. This speeds up the handling of the complaint and sometimes makes it possible to resolve it without returning the Product. For Consumers, photos are not a condition for handling the complaint.
10.
If the Product is needed to handle the complaint, the Seller collects it from the Consumer at the Seller's expense — by providing a shipping label or ordering a courier. The Consumer may also return the Product on their own, and the Seller will reimburse the justified shipping costs.
11.
We recommend checking the parcel in the presence of the courier and drawing up a damage report in case of damage. For Consumers this is not a condition for accepting a complaint; B2B Customers are obliged to inspect the shipment upon receipt and report any damage within 3 business days (§ 13 of the Terms and Conditions).
12.
The Seller is not liable for damage that occurs after the Product has been handed over for reasons attributable to the Customer, in particular as a result of improper packaging of a Product being returned to the Seller (§ 12 of the Terms and Conditions).
Installation printouts — mandatory verification
At the Customer's request, the Seller may prepare and deliver an installation printout (template) to help with the placement and installation of the ordered Products. The printout is for guidance only and does not constitute a specification of the Order. The content and parameters of the Products are determined by the Order placed and, in the case of a custom order, by the design approved by the Customer.
Before installation, in particular before drilling mounting holes or permanently fixing the Products, the Customer is obliged to check the installation printout personally for consistency with the content of the Order and with the delivered Products, including the correctness and order of characters, the placement of elements, the dimensions and the scale.
If any discrepancies are found, the Customer should stop the installation and notify the Seller immediately, using the contact details given in §3 of the Terms and Conditions.
The Seller (Adjatech Metalworking sp. z o.o.) is not liable for any errors in the installation printout or any discrepancies between it and the Order placed, nor for the consequences of using the printout without prior verification by the Customer, to the extent permitted by mandatory provisions of law, in particular those protecting Consumers.
Zecero Quality Guarantee
Every item leaving our workshop undergoes quality control. We use only acid-resistant stainless steel, which is characterized by the highest durability. In the case of any defects, we guarantee that your complaint will be handled promptly.
03
Frequently asked questions
FAQ — Answers to Your Questions
Return (withdrawal from the contract) is the Consumer's right to cancel a purchase without giving a reason within 14 days of delivery of the product. The product should be in unchanged condition.
Complaint is the procedure for reporting a product defect (non-conformity with the contract). It applies for 2 years from delivery of the goods, whether you are a Consumer or a Business (B2B Customers must, however, report transport damage and visible defects within 3 business days of delivery).
No. As a Consumer, you have the right to withdraw from a distance contract within 14 days without giving any reason. It is enough to submit an appropriate statement, in any form.
In the case of a return (withdrawal from the contract) — in accordance with § 10 of the Terms and Conditions — the Consumer bears the direct costs of sending the Product back. The Seller, in turn, refunds all original costs (including the cost of delivery to the Customer in the cheapest form offered) within 14 days of receiving the statement of withdrawal.
In the case of a complaint we cover the shipping cost: we will provide a label, arrange a courier, or refund the reasonable shipping cost.
No. Products made to individual specifications (e.g. crosses and plaques with an engraved name, custom designs) cannot be returned, if the customer has approved the design beforehand. Letters from the Zecero catalog, including those ordered for a specific inscription, can be returned within 14 days. This follows from Art. 38 of the Consumer Rights Act.
However, if the Product has been damaged, you can use the complaint procedure.
The refund is issued within a maximum of 14 days of the day we receive your statement of withdrawal from the contract. However, we may withhold the refund until we receive the Product back or you provide proof that it has been sent back.
We issue the refund using the same payment methodthat you used for the purchase.
Within a maximum of 14 days from receiving your claim. If for any reason we do not respond to the request within this time, then under the law the Customer's request is deemed to have been accepted as justified.
We do not accept shipments sent cash on delivery. Such a parcel will be returned to the sender. Please send parcels in the standard way, as prepaid shipments. The costs of return (withdrawal from the contract) are covered by the Consumer in accordance with § 10 of the Terms and Conditions. In the case of a complaint, you do not have to pay for shipping — we will provide a label or refund the shipping cost.
No, you do not. Using our template or the template from the Consumer Rights Act is only a convenience. You may submit your statement in any form — in writing, by e-mail or by fax — provided that it clearly shows your intention to withdraw from the contract and contains the details identifying the order.
No. As a Consumer, you do not have to keep the original packaging, and the lack of it does not limit your right to a return or a complaint. However, replacement packaging must protect the product just as well in transport — see our packing tips.
We unpack every returned package and document it with photographs. If the damage results from improper packaging, it is not a defect of the product. The Consumer is liable for the actual, documented loss (the cost of repair or the loss of value), and in the case of a return, this amount may be deducted from the sum owed after we present the calculation. We do not charge Consumers flat-rate fees.
If the package was damaged by the carrier, the claim against the carrier belongs to the sender. For this reason, it is worth taking photos before shipping, keeping the proof of dispatch and insuring a valuable shipment.
The right of withdrawal from the contract does not expire because of installation, but you are liable for the reduction in the value of the product — for example, after it has been stuck onto mounting tape, after the pins have been set or after it has been screwed on. You can safely look at the product, measure it and hold it up at the place of installation.
Please remember that products made to individual order (for example, with a custom inscription) cannot be returned.
If the shipment is damaged during transport, we recommend:
1. In the presence of the courier prepare a damage report — photos of the packaging and its contents.
2. Notify us immediately by e-mail at office@zecero.com with the report attached.
3. We will start the complaint procedure — depending on the extent of the damage: replacement, repair or refund.
4. Business customers (B2B) are obliged to check the parcel in the presence of the courier and report any damage within 3 business days from delivery (§ 13 of the Terms and Conditions).
Need help?
Contact us
Do you have questions about a return or a complaint? Our team is at your disposal. We reply within 24 business hours — we help you choose the right procedure and will guide you safely through the whole process.
Customer service
Returns & Complaints
We work Monday to Friday, 8:30 – 16:30. We give priority to complaints and returns.
