Refund policy
Returns and Right of Withdrawal
The Customer has the right to withdraw from the contract without giving any reason and without owing compensation or penalty within 14 days from the date of receipt of the goods by the Customer or by a third party indicated by the Customer. In the case of a service contract, the 14-day period runs from the date the service contract is concluded.
To exercise this right, the Customer must clearly inform the Trader of their decision to withdraw from the contract, specifying the goods and/or services they wish to return, by providing full details of the order and delivery, including but not limited to: the content and value of the order, details of the person who placed the order, details of the person who received the delivery, and the date of delivery.
The Trader provides a withdrawal form on its website.
To exercise the right of withdrawal, the Customer may complete and submit the standard withdrawal form electronically via the website or send another clear statement of withdrawal. In such cases, the Trader will promptly send confirmation of receipt of the withdrawal on a durable medium.
The Customer must return the goods at their own expense, together with the receipt and invoice (if issued), by delivering them to the Trader or to a person authorised by the Trader, within 14 days from the date on which the Customer exercised the right of withdrawal.
Returned goods must be in their original packaging, without signs of use and without damage to their commercial appearance.
The Trader may withhold reimbursement until the goods have been received back or until proof has been provided that the goods have been sent back, whichever occurs first.
If the Customer fails to return the goods without notifying the Trader of the delay and without providing a valid reason, the withdrawal shall be deemed cancelled.
Where the Trader has incurred expenses in connection with the performance of the contract and the Customer withdraws, the Trader is entitled to retain the corresponding amount or to claim reimbursement of those expenses.
The Customer does not have the right to withdraw from a contract in the following cases:
- For the provision of services where the service has been fully performed and performance began with the Customer’s prior express consent and acknowledgement that they would lose their right of withdrawal once the contract had been fully performed.
- For the supply of digital content not delivered on a tangible medium, where performance has begun with the Customer’s express consent and acknowledgement that they would thereby lose their right of withdrawal.
The Trader shall refund the price paid by the Customer for the returned goods.
Where payment was made by bank card and the Customer exercises the right of withdrawal, the refund will be processed by reversing the transaction to the same card used for payment within 10 working days.
Complaints and Guarantees
The Customer has the right to submit a complaint regarding any lack of conformity of the goods or services with the agreed or ordered terms, where such non-conformity is discovered after delivery.
The Trader is not liable for colour differences resulting from natural variations in colour display between different monitor models.
The Trader is not liable for size differences of up to 2 cm.
The Trader is not liable for normal wear and tear of the goods.
Any lack of conformity that becomes apparent within six months of delivery is presumed to have existed at the time of delivery, unless proven otherwise or unless the nature of the goods or the non-conformity indicates otherwise.
The Customer may not dispute conformity if, at the time of concluding the contract, they knew or could not reasonably have been unaware of the non-conformity.
The Customer may submit a complaint regardless of whether a commercial guarantee has been provided by the manufacturer or the Trader.
If a complaint is resolved by replacing the goods with conforming goods, the original warranty conditions shall continue to apply.
When submitting a complaint, the Customer may request:
- A refund of the amount paid;
- Replacement of the goods with conforming goods;
- A price reduction.
Complaints may be submitted orally via the telephone number provided by the Trader, or in writing by email, post, or in person at the company’s address. The Trader provides access to a complaint form on its website.
When submitting a complaint, the Customer must specify the subject of the complaint, the preferred method of resolution, the amount claimed (if applicable), and provide contact details (address, telephone and email).
The Customer must also attach supporting documents, including:
- Receipt or invoice;
- Reports or other documents establishing the non-conformity;
- Any other documents supporting the claim.
A complaint regarding consumer goods may be submitted within two years of delivery, but no later than two months from discovering the non-conformity. Complaints regarding services may be submitted within 14 days of discovering the non-conformity.
The limitation period is suspended during the time required to reach a settlement between the Trader and the Customer.
If a commercial guarantee has been provided and its term exceeds the statutory complaint period, complaints may be submitted until the expiry of the commercial guarantee. Submitting a complaint does not prevent the Customer from bringing legal action.
The Trader maintains a register of complaints. The Customer will receive confirmation by email including the complaint reference number and details of the goods concerned.
When a complaint is upheld, the Trader issues a written statement in two copies and provides one copy to the Customer.
If a complaint is valid, the Trader shall bring the goods into conformity within one month from the date the complaint was submitted.
If the goods are not repaired within this period, the Customer may terminate the contract and receive a refund or request a price reduction in accordance with consumer protection law.
Bringing goods into conformity is free of charge for the Customer. The Customer shall not bear shipping costs, labour costs or material costs related to the repair, and shall not suffer significant inconvenience.
If the Customer is not satisfied with the resolution of the complaint, they may choose between:
- Termination of the contract and refund
- Price reduction.
The Customer may not request a refund or price reduction if the Trader agrees to replace the goods or repair them within one month from submission of the complaint.
The Trader must terminate the contract and refund the amount paid if, after three repairs of the same product within the warranty period, the goods again fail to conform to the contract.
The Customer may not terminate the contract if the non-conformity is minor.