1. Right to withdraw from the contract 1.1 The customer has the right to withdraw from this contract without giving any reason within 14 days from the day of receiving the goods. 1.2 To exercise the right of withdrawal, the customer must inform the Service Provider of their decision to withdraw from the contract through an unequivocal statement (e.g., a letter sent by post or email).
2. Effects of withdrawal 2.1 In the event of withdrawal from the contract, the Service Provider shall reimburse all payments received from the customer, including the costs of delivery of the goods (except for additional costs resulting from the customer’s choice of a type of delivery other than the least expensive type of standard delivery offered by the Service Provider), without undue delay and in any event not later than 14 days from the day on which the Service Provider is informed about the customer’s decision to withdraw from the contract. 2.2 The reimbursement will be carried out using the same means of payment as used for the initial transaction unless the customer has expressly agreed otherwise; in any event, the customer will not incur any fees as a result of such reimbursement.
3. Return of goods 3.1 The customer is obliged to send back or hand over the goods to the Service Provider immediately, and in any event not later than 14 days from the day on which they communicated their withdrawal from the contract. The deadline is met if the customer sends back the goods before the period of 14 days has expired. 3.2 The direct cost of returning the goods shall be borne by the customer. 3.3 The customer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
4. Exceptions to the right of withdrawal 4.1 The right to withdraw from the contract does not apply to contracts:
- for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items,
- for the supply of goods made to the customer’s specifications or clearly personalized
5. Complaints 5.1 The customer has the right to file complaints concerning purchased goods if they find any physical or legal defects in the products. 5.2 Complaints will be processed by the Service Provider within 14 days from the date the complained goods are received by the Service Provider. 5.3 If the complaint is found valid, the goods will be repaired or replaced with a new, full-value product, and if this is not possible (e.g., due to stock exhaustion), the Service Provider will offer the customer other available solutions or a refund.
6. Additional information 6.1 Detailed information regarding the withdrawal from the contract and the complaint procedure is included in the Returns and Complaints Policy available on the Service Provider’s website.
This policy aims to ensure clear and transparent procedures regarding returns and complaints, which is crucial for building customer trust and satisfaction.