Returns and complaints
Dear Customer, if you have found yourself on this site it most likely means that something did not go according to plan in the processing of your order and you are not happy with your purchase.
No need to fret! We as a company respect your rights. Below you will find information that will allow you to easily make a complaint or return the product and withdraw from the agreement
1)INFORMATION CONCERNING YOUR RIGHT TO WITHDRAW FROM THE AGREEMENT
In accordance with current legal regulations, you have a right to withdraw from the agreement in a timeline of up to 14 days without providing any reason.
The term to withdraw from the agreement expires after 14 days have passed from when you have received the product or from when a third party other than the carrier and assigned by you has received the product.
To use your right to withdraw from the agreement, you must inform us by an e-mail sent to: email@example.com about your decision of withdrawal from the agreement in a clear statement.
You can use the example withdrawal form, but it is not mandatory.
In order to not miss the withdrawal term it is enough that you send your information on exercising the right of withdrawal from the contract before the deadline for withdrawal.
In the case of withdrawal from Agreement, we shall reimburse you of all payments we have received from you, including the costs of delivery of the items (excluding additional costs resulting from your choice of a type of delivery other than the least expensive ordinary delivery offered by us), immediately and in any event no later than 14 days from the day on which we are informed about your decision to exercise the right to withdraw from this contract. Refund payments will be made using the same payment method that you used for the initial transaction, unless another solution is agreed on - in any case you will not incur any fees connected to this return.
We may withhold reimbursement until we receive the item back or we are provided evidence of its return, depending on which event occurs first.
Please return the items to us immediately, and in any event not later than 14 days from the day on which you communicated the withdrawal from this agreement. The deadline is met if you send the item back before the deadline of 14 days.
You are only responsible for the reduction of value of the items resulting from use of these items in ways different than intended by their nature.
2)INFORMATION REGARDING THE USE OF WARRANTY BY A CONSUMER (COMPLAINTS)
Under the current regulations, we have a responsibility towards you based on the principles set out in the Civil Code for physical and legal defects.
After detecting any flaws you have a right to:
- submit a statement demanding a reduced price;
- submit a statement of withdrawal from the agreement, but not when the defect is negligible;
- demand exchange of the item for one that is free of defects;
- demand the removal of the defect.
Within 14 days we will address your statement or demand.
In the case of a complaint for non-compliance of goods with the sales contract, complaints should be reported in writing or by e-mail to firstname.lastname@example.org. When filing the claim, please provide your name, mailing address, phone number, the date the defect was discovered, a description of the defect and its nature and, if possible, attach a sales document or its copy, which will help us consider the complaint.
After making the complaint, if the complaint itself requires it, you are required return the defective item at our expense to the address (3gravity.pl, ul. Lipowa 7a, 00-316 Warsaw), and if the return of the item would be excessively difficult (eg. Due the type of the item or the way it is mounted) you are obliged to provide us access to the item at its location.
The costs of replacing or repairing the item are covered by us, except in the case, if the defective item has been mounted. Then you are required to cover the part of the cost that goes over the price of the item, related to the fact that it has been mounted. Alternatively you have the right to demand from us to cover part of the costs of dismantling and reassembly, but no bigger than the price of the item sold.
The warranty is still valid if the physical defect is found before the expiry of two years from the date the item was issued to you, and if it was a used item that date is one year from the date it was issued to you. Your right is limited in time to one year from the date the defect was noticed, however, it doesn’t expire earlier than before the expiry of two years from the date the item was issued to you, and if it was sold as used within one year from the date it was issued to you. The exception is when the expiration date specified by us or by the manufacturer ends after the expiration of two years from the date the item was issued to you. In this case the warranty is valid up until that specific date.
Our liability for legal defects is essentially the same, and the time to report runs from when the defect was found. The expiration date starts from when the decision becomes final on things affected by a legal defect.
Warranty issues are extremely complex and we encourage you to familiarize yourself with the Civil Code and the website of UOKiK (OCCP) and Consumer organizations which are able to accurately inform you of your rights. Our shop works in accordance with the law and respects the rights of consumers, so the legal information that can be found there shall also apply in respect of contracts negotiated with us.
We encourage you to ask any questions you might have at the following address: email@example.com