Complaints and returns

Right of withdrawal

1. The Consumer may within 14 days withdraw from the Sales Agreement without giving any reason.
2. The period referred to in paragraph (1) shall begin from the delivery of the Product to the Consumer or a person designated by the Consumer other than the carrier.
3. In the case of an Agreement that includes multiple Products that are delivered separately, in batches or in parts, the period indicated in paragraph 1 shall run from the delivery of the last item, batch or part.
4. The Consumer may withdraw from the Contract by submitting a statement of withdrawal from the Contract to the Seller. Sending the statement by the Consumer before the expiry of this deadline shall be sufficient to meet the deadline for withdrawal from the Contract.
5. The statement may be sent by traditional mail, fax or electronically by sending the statement to the Seller’s e-mail address or by submitting the statement on the Seller’s website – the Seller’s contact details are specified in § 3. The statement may also be submitted on the form, the template of which is attached as Appendix No. 1 to these Terms and Conditions and Appendix to the Act of 30 May 2014 on Consumer Rights, but it is not obligatory.
6. If the declaration is sent by the Consumer electronically, the Seller shall immediately send to the Consumer at the e-mail address provided by the Consumer a confirmation of receipt of the declaration of withdrawal from the Agreement.
7. Effects of withdrawal from the Contract:
a. In the event of withdrawal from a Contract concluded at a distance, the Contract shall be deemed not to have been concluded.
b. In the event of withdrawal from the Contract, the Seller shall reimburse to the Consumer immediately, no later than within 14 days from the date of receipt of the Consumer’s declaration of withdrawal from the Contract, all payments made by the Consumer, including the costs of delivery of the item, except for the additional costs resulting from the method of delivery chosen by the Consumer other than the cheapest ordinary method of delivery offered by the Seller.
c. The Seller shall refund the payment using the same methods of payment that were used by the Consumer in the original transaction, unless the Consumer has expressly agreed to a different solution that will not incur any costs for the Consumer.
d. The Seller may withhold reimbursement until it has received the Product back or until it has been provided with proof of return, whichever event occurs first.
e. The Consumer should send back the Product to the Seller’s address given in these Terms and Conditions immediately, no later than 14 days from the day on which the Consumer informed the Seller about the withdrawal from the Contract. The deadline shall be met if the Consumer sends back the Product before the expiry of the 14-day period.
f. The Consumer shall bear the direct costs of returning the Product, including the costs of returning the Product if, due to its nature, the Product could not be sent back in the usual manner by post.
g. The Consumer shall only be liable for any diminished value of the Product resulting from the use of the Product other than what was necessary to ascertain the nature, characteristics and functioning of the Product.
8. Where, due to the nature of the Product, it cannot be sent back in the usual way by post, information on,
as well as the cost of returning the Product, will be included in the description of the Product in the Shop.
9. The right of withdrawal from a contract concluded at a distance does not apply to the Consumer in relation to a Contract:
a. in which the object of performance is a non-refabricated item, produced to the Consumer’s specifications or serving to satisfy his individualised needs,
b. for the provision of services, if the Seller has performed the service in full with the express consent of the Consumer, who has been informed before the provision of the service by the Seller that after the Seller’s performance he will lose the right to withdraw from the Agreement,
c. in which the subject of the provision are things which, after delivery, by their nature are inseparably connected with other things.

Complaint and warranty

1. The Sales Agreement covers new Products. 
2. The Seller is obliged to provide the Customer with goods free from defects.
3. In the case of a defect in the goods purchased from the Seller, the Customer has the right to make a complaint based on the warranty provisions of the Civil Code.
4. The complaint should be submitted in writing or electronically to the addresses of the Seller given in these Terms and Conditions.
5. It is recommended to include in the complaint, among other things, a brief description of the defect, the circumstances (including date) of its occurrence, the details of the Customer making the complaint, and the Customer’s request in relation to the defect of the goods.
6. The Seller shall respond to the complaint request immediately, no later than within 14 days, and if it does not do so within this period, it shall be deemed that the Customer’s request is justified.
7. Goods returned under the complaint procedure should be sent to the address specified in § 3 of these Regulations.
8. If a guarantee has been granted for a Product, information about it, as well as its content, will be included in the description of the Product in the Store.