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Returns and complaints

Returns and complaints

Withdrawal from the contract

If you are a consumer, you have the right to withdraw from a distance contract.
You can withdraw from the contract by submitting a declaration of withdrawal from the contract, e.g. via e-mail at: zamowienia@shop.drabczynska.pl

When returning a product, please send it back to us as soon as possible, to the following address: ul. Zaułek 3, 43-300 Bielsko-Biała, no later, however, than within 14 days of the day of your withdrawal from the contract. You may withdraw from the contract within 14 days.
The course of the 14-day period for withdrawal from the contract begins:
for a contract as part of which we release a product and are obliged to transfer its ownership – the moment you, or a third person designated by you, other than the carrier, take(s) ownership of the product, for digital content – on the day of entering into the contract.
In order to comply with this time period, you must send the relevant declaration within the said period.
The payments made by you, including the shipment costs in compliance with the terms set out in the Terms and Conditions, shall be returned to you immediately, no later, however, than within 14 days of receiving your declaration of withdrawal from the contract.
We may postpone the reimbursement of your payment until we receive the returned products or until you provide proof of your return shipment, depending on which happens first.
Please remember that the right to withdraw from a distance contract may not be exercised by consumers, among others, in the case of contracts:
  • where the subject is any non-prefabricated item made to the consumer’s specifications or serving to satisfy their individualised needs,
  • where the subject is any item liable to deteriorate or expire rapidly,
  • where the subject is any item supplied in sealed packaging which is not suitable for return due to health protection or hygiene reasons if the packaging was unsealed after delivery,
  • where the subject is sealed audio or sealed video recordings or sealed computer software which were unsealed after delivery,
  • where the subject is the supply of digital content which is not supplied on a tangible medium if the performance of the service has begun with the consumer’s prior express consent before the lapse of the period for withdrawal from the contract and their acknowledgement that they thereby lose their right of withdrawal.

Detailed information about withdrawing from the contract can be found in our Terms and Conditions of sale.

 

Complaints

If the product(s) purchased in our store turn out to be defective, you have the right to make a complaint based on statutory warranty. It is best to send your complaint via e-mail at: zamowienia@shop.drabczynska.pl or by post to the following address: ul. Zaułek 3, 43-300 Bielsko-Biała

If you are not a consumer, we shall only be liable up to the amount of your order, within a year of delivering the product(s). The following provisions shall apply to consumers only. The defective product(s) shall be sent to the following address: ul. Zaułek 3, 43-300 Bielsko-Biała

In connection with the defect, you may demand:
- that the product should be exchanged for a product that is free of defects,
- that the defect should be removed

or make a declaration about:
- lowering the price,
- withdrawal from the contract – in the case of material defects.

We shall be liable for defects found within two years of delivering the product(s). In principle, you may make a complaint within a year of finding the defect, yet the time period in which a complaint can be made shall not end before the lapse of the period of the Seller’s liability. Your complaint shall be handled (a response shall be issued) within 14 days of receiving your complaint.

More information about complaints can be found in our Terms and Conditions of sale.

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