RETURNS, COMPLAINTS AND GUARANTEES
Your satisfaction and purchase security are our priority. On this page you will find clear information to help you realise your rights in three different situations: when you want to return a product, when it proves to be faulty, and when you want to make use of the manufacturer's guarantee.
Please choose a situation that applies to you:
- 1. I want to return the product because I have changed my mind (withdrawal)
- 2. the product received is faulty or has broken (Complaint to the Seller)
- The product comes with an additional manufacturer's warranty (Warranty)
1. RETURN OF THE PRODUCT - WITHDRAWAL FROM THE CONTRACT
This procedure applies if you wish to return a full-value product without stating a reason because, for example, you have changed your mind or the product did not meet your expectations.
Who can return goods and when?
You have a right of withdrawal if you are Consumer or Entrepreneur with consumer rights. You have 15 days from receipt of shipment.
How to make a return - step by step:
- Inform us about the return: Fill out the return form on our website [LINK TO FORM]. or send us a statement of withdrawal to the following email address: [email protected]. Please enter your order number.
- Receive a free return label: Once we have received your application, we will send you a prepaid return shipping label. The cost of returning the goods shall be borne by our Storeif you use our label.
- Securely pack and send the product back: Carefully secure the parcel and post it to the point indicated in the instructions within 14 days of informing us of the return.
- Expect a refund: Once we have received your parcel, we will refund your money (the price of the goods + the cost of the cheapest delivery) within 14 days, using the same method used to pay for your order.
Important: You are liable for any diminution in the value of the goods resulting from use beyond that which is necessary to ascertain their nature and characteristics.
2. COMPLAINT - DEFECTIVE PRODUCT (NON-CONFORMITY WITH THE CONTRACT)
This procedure applies if the product you have purchased is faulty, does not work properly or does not correspond to the description. Always in this case the Seller shall be liable, which is our shop.
Who can make a complaint and when?
Every customer (both consumer and company). Our product liability continues 2 years from the moment it is delivered.
What can you demand?
In the first instance, you have the right to demand:
- repairs goods, or
- exchanges goods for new, defect-free goods.
If repair or replacement is impossible, too costly or unsuccessful, you may claim price reductions or, in the case of a material defect, withdraw from the contract (demand your money back).
How to make a complaint - step by step:
- Describe the problem: Contact us by email at: [email protected]. In your message, describe the defect in detail, include your order number and specify your request (e.g. "please repair"). Attach photos or a video illustrating the problem.
- Wait for our response: We have 14 days to consider your complaint. We will inform you of our decision and next steps by email.
- Follow the instructions: If your complaint is accepted, we will instruct you how to send the defective product back to us for repair or replacement free of charge.
3. MANUFACTURER'S WARRANTY
Some products in our shop may have an additional guarantee provided by the manufacturer or distributor. This is voluntary and additional commitmentindependent of our responsibility as a retailer.
Key principles of the guarantee:
- The guarantee is an ADDITIONAL entitlement: Exercising the guarantee does not limit, suspend or exclude your rights to make a claim for non-conformity of contract to us as the Seller (described in section 2). You can always choose which path is more beneficial to you.
- The conditions are determined by the guarantor: The scope, duration and conditions of the guarantee are described in the guarantee document (guarantee card) enclosed with the product or on the manufacturer's website.
- Realisation mostly at the manufacturer: Typically, warranty claims are submitted directly to the manufacturer or its authorised service centres, which often speeds up the repair process.
How do I make use of the guarantee?
Follow the instructions on the product warranty card. There you will find information on who to contact and how to report a fault.
CONCLUSION: RETURN, COMPLAINT OR GUARANTEE?
| Feature | Refund (withdrawal) | Complaint (to the seller) | Guarantee |
|---|---|---|---|
| When? | Up to 15 days after receipt | Up to 2 years from receipt | According to the term on the warranty card (e.g. 1 year, 3 years) |
| Is a defect required? | No, the reason is arbitrary | Yes, the product must be defective | Yes, to the extent specified by the guarantor |
| Who to turn to? | To the seller (our shop) | To the seller (our shop) | Usually to the manufacturer or its service |
| What can be demanded? | Refunds | Repair, replacement, price reduction or refund | Usually repair or replacement (according to the warranty conditions) |
Do you have any questions? Get in touch with us!
If you are not sure which option is best for you, please email or call us. We will be happy to help!
Email: [email protected]
Phone: +48 731 177 722