Refund

The Seller will confirm receipt of the complaint within one working day. Within 8 days from the date of receiving the complaint, the Seller will inform the consumer in writing or electronically about the decision regarding the disputed product (acceptance or rejection of the consumer’s objection regarding product conformity), as well as about potential methods of resolving the complaint in accordance with the Consumer Protection Act (refund, appropriate price reduction, replacement, or repair of the product). The complaint will be resolved within 15 days from the date of receiving it. The Seller will make every effort to resolve the dispute, aiming to rectify any identified deficiencies.

The consumer may exercise their rights related to product conformity within 2 years. The deadline for resolving the complaint is interrupted upon the consumer’s receipt of the Seller’s response and restarts upon the Seller’s receipt of the consumer’s statement regarding the response. The consumer must respond to the Seller’s reply no later than three days from receiving it. Failure to respond within three days will be construed as the consumer’s disagreement with the Seller’s proposal. If the Seller rejects the complaint:

• The Seller must provide appropriate explanation to the consumer for the rejection;
• The Seller must comprehensively inform the consumer about the possibility of out-of-court dispute resolution, as well as about competent bodies for out-of-court resolution of consumer disputes.

NOTICE OF THE RIGHT TO OUT-OF-COURT CONSUMER DISPUTE RESOLUTION:

Consumers are informed about their right to out-of-court dispute resolution, initiated by submitting a proposal for out-of-court consumer dispute resolution to a body listed by the Ministry responsible for consumer protection affairs, which compiles and publicly publishes such a list. The consumer may initiate proceedings before such a body only after having previously filed a complaint or objection with the trader, and the proposal may be submitted only after receiving a response to the filed complaint.

By law, the trader is obliged to participate in out-of-court consumer dispute resolution proceedings, which can last a maximum of 90 days from the date of submitting the proposal. In justified cases where the dispute is complex, this period of 90 days may be extended for a further maximum of 90 days, with the body responsible for resolving out-of-court consumer disputes promptly informing both the consumer and the trader.

Exchange and refund

EXCHANGE IS PERFORMED:

By courier — the item, along with accompanying documentation, should be sent to the company’s headquarters address, where you should indicate the code of the item you wish to exchange for the originally ordered item. The replacement item will be delivered to your home address within a few days.

REFUND IS PERFORMED:

In person — you can bring the ordered item to the company’s headquarters address and submit a completed contract withdrawal form. Cash refunds are not possible; instead, the amount will be credited to your current account within 14 days from the date of handing over the item to the retail outlet.

By courier — you can send the ordered item with a completed contract withdrawal form to the company’s headquarters address. The amount will be credited to your current account within 14 days from the date of receiving the item at the retail outlet address.

The consumer may withdraw from further participation in out-of-court consumer dispute resolution until the procedure is concluded.