Note: please keep the proof of purchase (receipt or invoice), they are the basis for submitting a complaint.
Complaints
Before accepting the parcel, always check that it has not been damaged in transit. If the packaging shows visible external damage, we advise that you refuse delivery of the package and then contact us by telephone on {shop_phone}.
After paying the collection amount and confirming receipt of the package, it is possible to open the package in the presence of the courier – in the event of non-compliance, a discrepancy report is prepared, which is the basis for a subsequent complaint.
If the purchased product turns out to have manufacturing defects or is not as described, please follow the complaint procedure below:
Send us the product you want to make a complaint, attaching to it a written statement in which you describe the detailed reasons for the complaint, the form of compensation, as well as the return address and account number to which the refund will be made (depending on the decision made by the store).
Within 14 days of receiving the package, we will inform you by e-mail or telephone about the result of the complaint procedure.
If the complaint is considered positively, within 7 working days from the date of making the decision, we will compensate the costs incurred by you by: repairing the advertised product, sending a new copy of the product or refund.
If the complaint is found to be unjustified, we will provide you with a detailed justification of the decision made and within 14 working days, we will send the product back at our expense. In the case of payment by a payment card, the refund will be made to the card.
If in doubt, please contact us at the following e-mail address: {shop_email} or by phone: {shop_phone}. We will provide you with tips on how to quickly and easily carry out a complaint.
Return of products
Pursuant to the applicable regulations, within 10 calendar days from the date of delivery of the ordered goods, you have the right to return them without giving any reasons as part of withdrawal from the contract, according to the general rules resulting from the provisions on concluding distance contracts. This applies only to consumer sales, so it only applies to sales to a natural person who makes a purchase for purposes not related to professional or business activity.
The returned product cannot bear traces of use – each element must be complete and factory-packed, the goods delivered in the original packaging unchanged. If this condition is not met, the product will not be accepted.
If you want to return a product:
Send back the purchased product in undamaged condition and in its original packaging with all its contents.
Attach to the package a written declaration in which you will be willing to return the product, as well as the account number to which the refund will be sent.
Within 3 business days of receiving your parcel, we will check the condition of the delivered product (whether it has any signs of use, has not been damaged or destroyed, or is in the original packaging with all its contents).
If we do not notice any contraindications, we will send information to your e-mail address that the return of the product has been approved. The money will be refunded to the attached account number within 7 days. In the case of payment by a payment card, the refund will be made to the card.
If your return of the product is rejected (due to damage to the product or signs of use), we will send you a notification to the e-mail address provided that the return of the product has not been accepted. Within 7 working days, we will send the product back to the indicated return address, covering the shipping cost.