Return and Refund Policy

RETURN POLICY

You can easily return an item that does not suit you within 14 days of delivery.

Please inform us of your intention to make a return:

Wait for the confirmation in which you will receive the return address.

Send the returned shipment in the original packaging to the address indicated in the confirmation of receipt of the notice that you received from us. If there has been no contact from us within 3 working days indicating a dedicated return address (warehouse), you can use the company’s general delivery address in Ostrava, Czech Republic or Warsaw, Poland.

The shipment should be made no earlier than 3 working days from the date of your declaration i.e. only after we receive confirmation of receipt of your statement, in any case, no later than 14 days from the day on which you informed us of your withdrawal from this contract. The deadline is met if you send the goods back before the expiry of 14 days. You will have to bear the direct costs of returning the goods and these costs are non-refundable.

Information on exercising the right to withdraw from the contract

You have the right to withdraw from the contract under the following conditions. You have the right to withdraw from this contract within 14 days without giving a reason. The withdrawal period expires after 14 days:

in the case of a purchase contract, from the day you take over the goods or when the goods are taken over by a third party designated by you who is not the carrier;
in the case of a contract that provides for the transfer of ownership of several items that are delivered separately, from the date on which you acquired ownership of the last item or when a third party other than the carrier and a person designated by you acquired ownership of the last item;
in the case of a contract that provides for the transfer of title to things that are delivered in parts or installments, from the date on which you take possession of the last part or installment or when a third party other than the carrier you have named takes possession of the last part or repayment;
in the case of contracts for the regular delivery of goods for a specified period from the date on which you took possession of the first goods or when a third party other than the carrier you indicated took possession of the first goods;
in the case of contracts for the provision of services or digital content that is not delivered on a physical medium, from the date of conclusion of the contract.

The right to withdraw from the contract according to the following rules also applies to a trader who makes a purchase that is not a professional purchase.

In order to exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement made through the e-mail address:

[email protected]

In order to comply with the withdrawal period, it is sufficient if you send your message regarding the exercise of the right to withdraw from the contract before the expiry of the withdrawal period.

In the event of withdrawal from this contract, we will refund to you all payments we have received from you, including the cost of delivering the goods to you (except for additional costs resulting from your choosing a different type of delivery than the cheapest type of normal delivery offered by us), and without undue delay and in any case no later than 14 days from the day we were informed of your decision to exercise the right to withdraw from this contract. We will refund the payment using the same means of payment that you used in the original transaction, unless you have expressly agreed otherwise.

In the case of contracts that include the transfer of ownership of the item, where we have not offered to take over the returned Goods at our expense, in the event of withdrawal from the contract, we are entitled to withhold payment until we receive the item or until we are presented with proof of its return, whichever the event occurs earlier.

Do not forget:

Due to the weight and dimensions of the goods, in case of withdrawal from the contract, the costs of returning the goods may be higher than the normal postage. If you wish to use a courier service, it may be necessary to send the package on a pallet, which is more expensive than regular postal delivery.

Complaints and warranty claims

Was the product damaged in transit or does it have a manufacturing defect?

It’s a simple and pleasant way to report a problem to us in the form of a complaint. Please send all correspondence regarding your complaint to the following email address:

[email protected]

Complaint form

Be sure to include a description of the problem and order specification, ie:

product name (model),
product number (you can find it on the receipt or invoice),
purchase date,
description of the fault or defect of the claimed product,
a photograph (or photographs) of the defect and/or defects of the product,
contact details (name, surname, e-mail, telephone number),
address data (city, zip code, street and house/apartment number).

The above information will facilitate contact with you and speed up the clarification of the complaint.

Before sending the product back, wait for the claim to be processed and for further instructions regarding the return of the claimed goods.

What should be the content of the complaint?

Describe to us how the irregularity occurred, in particular the circumstances of the irregularity or breach of contract.
Please indicate how you would like us to resolve your complaint.
The complainant may attach evidence (eg photographs, documents or product) relating to the subject of the complaint.

We may also ask the complainant to provide additional information or send evidence (e.g. photos) if this will make it easier and faster for us to process the complaint.

The above instructions are only in the form of recommendations and do not affect the effectiveness of complaints filed without the recommended description of the complaint.

Do not forget:

If the mentioned contact details change during the processing of the complaint, the consumer is obliged to notify the seller of this fact.

When will you receive a response to my complaint?

We will try to respond to your complaint as quickly as possible. We care about your satisfaction.

Do not forget:

If you have the status of a consumer, the seller is obliged to respond to your complaint within 14 calendar days of receiving it. There is a 30-day response period for business customers.

Do you want to use the warranty and send the product back for repair at the manufacturer’s expense?

The owner of the online store as a Seller can act as an intermediary in the warranty claim process between the Customer and the manufacturer/distributor of the claimed Goods. Warranty claims are accepted according to the same rules as normal claims.

If you need to send the product, please wait for the confirmation in which we will provide you with the shipping address.

Postage is at your expense, which will be refunded to you in the event of a successful complaint and warranty claim (according to the cheapest shipping option available on the website of the online store for this type of product).

The defective product will be subjected to an initial expert inspection, which will verify whether it is a defect described by the customer and whether the defect was not caused by the fault of the user. The deadline for processing a complaint is 14 days for a Customer who is a Consumer, and up to 30 days for an Entrepreneur, counted from the moment of receipt of the goods. All products covered by the warranty of the online store are sent directly to the distributor or manufacturer of the device in question. If the service of the manufacturer/distributor determines that the repair of the device requires additional expertise or the replacement of hard-to-find parts, the period for evaluating the claim may be extended to 30 working days, in extreme cases even longer – according to the information obtained from the manufacturer/distributor and provided to the Customer within his requests. The manner in which the complaint is handled and its termination by repair, replacement or return of the purchase price is solely at the guarantor’s discretion.

The customer’s warranty rights automatically expire if:

the defect is caused by a short circuit in the electrical installation, which was not caused by a product defect,
the defect is caused by incorrect installation or use of the product contrary to its purpose or instructions for use.

If the user of the guarantee provides false or misleading information and thus causes damage to the guarantor, the guarantor may be obliged to compensate for the damage. In such a case, the device must also be sent back at the buyer’s expense.

If the delivered product does not meet the warranty requirements, the customer will be informed immediately.

The customer is obliged to archive the data on the claimed media at his own expense, our company is not responsible for the loss of data and does not guarantee their recovery, nor does it suspend the buyer’s rights arising from the non-compliance of the goods with the contract.

Where can you find the complaints policy?

The basis and scope of responsibility for the conformity of the product with the contract are defined by generally applicable legal regulations, in particular the Civil Code.

We have two types of liability for product compliance with the contract:

seller’s statutory liability – this is a liability under the law, below you will find details of where it is regulated, this liability cannot be excluded in the case of consumers;
contractual (e.g. guarantee provided by the guarantor) – this is an additional liability, it applies if the product in question is covered by, for example, a guarantee. The guarantee can be provided by an entity other than the seller (e.g. the manufacturer). You can find a detailed regulation of the liability under the warranty in the warranty certificate or in another place related to the provision of the warranty.