Returns & Complaints

Returns (withdrawal from the contract)

1. Right of withdrawal

If you are a Consumer (a natural person buying for private purposes), you have the right to withdraw from a distance contract within 14 days of receiving your parcel – without giving a reason.

2. How to return an item

1. Send a withdrawal statement to: [email protected]. Include:
   • Order number
   • Purchase and delivery date
   • Your full name
   • The items you are returning
2. Once you receive our confirmation, send the Product back to the return address we provide in that e-mail, marked: RETURN – order no. [number].
3. The Product must be undamaged and in its original packaging.

3. Refund timeframe and method

• The refund is issued within 14 days of receiving the returned parcel.
• The Seller may withhold the refund until the Product is received or proof of return shipment is provided.
• The refund is made using the same payment method used for the purchase, in the currency the order was paid in.
• Return shipping costs are borne by the Consumer.
• The Seller refunds the Product price and the cost of the cheapest delivery method available.

4. Exceptions to the right of withdrawal

The right of withdrawal does not apply, among others, to:

• Products made to the Customer's individual specification (e.g. custom-parameter prints).
• Products delivered in sealed packaging which cannot be returned after opening for hygiene reasons.

Complaints (statutory warranty)

1. Legal basis

The Seller is liable for physical and legal defects of the Product under the statutory warranty provisions of the Polish Civil Code. This liability covers 2 years from the date the Product is handed over to the Consumer.

2. How to file a complaint

1. Contact us by e-mail at [email protected] or through the Support tickets tab in your account panel.
2. In your complaint please include:
   • Order number
   • Description of the defect (photos preferred)
   • Date the defect was discovered
   • Your request: repair, replacement, price reduction or withdrawal from the contract
3. Once the complaint is accepted, send the Product to the address we provide, marked: COMPLAINT – order no. [number].

3. Processing time

• The complaint will be considered within 14 days of receipt.
• We will inform you of the outcome by e-mail.
• If the complaint is accepted, the Seller covers the return shipping cost.

4. Your rights as a Consumer

As a Consumer you may request:

• Repair of the defective Product.
• Replacement with a new unit.
• Price reduction proportional to the defect.
• Withdrawal from the contract – if the defect is material.

Out-of-court dispute resolution

• Consumers may use mediation or arbitration through the Provincial Inspectorate of Trade Inspection in Poland.
• European Commission ODR platform: https://ec.europa.eu/consumers/odr

Contact

If you have any questions about returns or complaints:

E-mail: [email protected]
Phone: +48 518 892 482