Complaints, returns, exchange

General information about returns, exchanges and submitting complaints.

I.     Preamble.

The following material contains the necessary information related to the Customer's withdrawal from the contract and the proper conduct of the complaint process for a defective product. Includes: information about costs, as well as both the rights and obligations of the Customer and the store.

II.     Information on forms: return / exchange and complaint submission.

At the end of the following material you can download PDF files:
  > return/replacement form   - form of withdrawal from the agreement
  > complaint for the goods

III.     Shipment address - exchange for another product, return, complaint about a defective product. 

Returned goods should be sent back to the address: Aleksandra Senger

ul. Pabianicka 119/131, budynek 2
93-490 Łódź

Rules for proper preparing the shipment and documents

It is IMPERATIVE to attach to the shipment:

> a document confirming the purchase - a receipt or VAT invoice, which are always sent to the Customer along with the order
> a goods issue document, which is attached to each order
> printed and completed return / exchange form - in the case of a return of purchased goods - the form is available Here.
> a complaint form printed and legibly completed - in the case of a complaint about a defective product - the form is available Here.

In the case of several items being sent, a separate complaint form should be completed for each of them.
Completing the return / exchange form is not mandatory. It helps to meet customer expectations in relation to the returned goods.

Conditions to be met by returned goods:

> may not have the traces of usage,
> should be packed in original, undamaged box,
> contain all labels and marks - originally attached,
> clean and free from smells.

V.     Withdrawal from the contract - exchanges and returns.

If the order does not meet expectations, the customer has the option of exchanging or returning the purchased product.

1. Deadline for returning the goods.

Withdrawal from the contract - return or exchange can be made within a period of time 14 calendar days from the date of receipt of the shipment without an obligation to state the reason.

2. Refund or exchange of goods.

2.1 Refund
The return of the money takes place immediately after obtaining the information from the Client on the decision on performing the right to withdraw from the agreement. In any case, the refund shall be made no later than by 14 days after we receive the returned goods  

2.2 Exchange of goods
The model will be replaced with a different size or color as expected by the customer.
  > if the value of new products exceeds the value of the returned products, the Customer Service Department will inform by e-mail or phone about the amount and method of payment.
  > if the value of new products is lower than the value of returned products, the Customer Service Department will inform by e-mail or phone about the amount and form of refunding the excess funds.

VI.     Complaints

1.   Complaint consideration.

The complaint will be considered by the store within 14 calendar days from the date of receipt of the claimed product together with the required documents.
If an expert opinion is required, the time limit for consideration of a complaint may be extended to 21 calendar days.

Complaint settlement after consideration.

Complained complaint - settlement in accordance with the client's expectations contained in the complaint form:
  > shipping of new goods at the cost of via Poczta Polska
  > return of the value of the purchased product to the bank account indicated by the Customer

Complaint not accepted - returning the defective product to the customer.

Important. The store is not responsible for the bank account number provided incorrectly by the customer in the complaint form - which may lead to incorrect booking of the refund amount in the bank.

VII.    The costs of shipping goods as part of a complaint or product return / exchange process.

1. Costs of withdrawal from the contract by the customer

If you withdraw from this contract we shall reimburse all payments received from you, including the costs of delivery of goods (with the exception of the additional costs resulting from the choice of a type of delivery other than the least expensive normal delivery offered by us), immediately and in any event no later than 14 days from the day on which we are informed about your decision to exercise the right to withdraw from this contract. The condition for making a refund is that the Store receives a purchased and returned product. 

2. Costs of shipments within complaint of the goods

  > In case of admitting the complaint we retun all payments obtained from you, including costs of delivery of items (except for the additional costs resulting from the method of delivery selected by the Client different than than the cheapest ordinary manner of delivery method offered by us), immmediately and in each case not later than 14 days from the day on which we obtained a defective product.
  > If the complaint is not accepted, the store sends its product back to the Customer at its own cost via Polish Post.

VIII.       Legal information.

The store informs that towards the process of ordering the provisions of the Polish law shall apply. Both parties agree that they should be used for the ordering process. In addition, the resolution of a dispute arising between the owner of the Store and a customer who is not a consumer within the meaning of Polish law and lives outside Poland may be subject to the appropriate local jurisdiction of a Polish court.

XI.      PDF attachments - to print and complete.

Files to upload: