Any complaints related to the Goods or the performance of the Agreement may be submitted by the Customer in writing.
In order to efficiently consider the complaint, we recommend downloadingthe form , completing it and sending it to the following address: firstname.lastname@example.org
Within 14 days from the date of the request containing the complaint, we will respond to the complaint.
If the goods have a defect, the customer may:
submit a statement of price reduction or withdrawal from the sales contract, unless we manage to immediately and without undue inconvenience to the customer replace the defective product with a defect-free one or remove the defect.
This limitation does not apply if the goods have already been replaced or repaired by us or we have not fulfilled the obligation to replace the goods with a defect-free one or remove the defects. The customer may, instead of the removal of the defect proposed by us, demand the replacement of the goods with a defect-free one, or instead of the replacement of the goods, demand the removal of the defect, unless bringing the item to conformity with the contract in the manner chosen by the customer is impossible or would require excessive costs compared to the method proposed by us.
However, we may refuse to satisfy the customer's request if bringing the defective goods into compliance with the sales contract in the manner chosen by the customer is impossible or would require excessive costs compared to the other possible way of bringing the defective goods into compliance with the sales contract. We bear the costs of repair or replacement.
The customer who exercises the rights under the warranty is obliged to deliver the defective item to the address, i.e. [name and address of the company]. In the case of a customer who is a consumer, we cover the cost of delivery.
We are liable under the warranty if a physical defect is found within two years from the delivery of the goods to the customer.
Withdrawal from the sales contract
A customer who is a consumer who has made a purchase in our online store may, within 14 days of receiving the goods, withdraw from the concluded sales contract without giving any reason.
The consumer may withdraw from the sales contract by submitting a relevant statement to us.
Please complete this statement and send it to: email@example.com
To meet the deadline, it is enough to send a statement before its expiry.
The consumer is obliged to return the goods to us immediately, but not later than within 14 days from the date on which he withdrew from the sales contract. To meet the deadline, it is enough to send the goods to our address before the deadline expires.
We are obliged to immediately, no later than within 14 days from the date of receipt of the consumer's statement on withdrawal from the sales contract, return all payments made by him, including the cost of delivery of the goods to the consumer. However, we may withhold the reimbursement of payments received from the consumer until we receive the goods back or until the consumer provides proof of having sent back the goods, whichever occurs first.
If the consumer exercising the right of withdrawal has chosen a method of delivery of the goods other than the cheapest standard delivery method offered by us, we are not obliged to reimburse the consumer for the additional costs incurred by him.
In the event of withdrawal, the consumer only bears the direct cost of returning the goods.
The consumer is responsible for the decrease in the value of the goods as a result of using them in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.
We refund the payment using the same method of payment as used by the consumer, unless the consumer has expressly agreed to a different method of return, which does not involve any costs for him.