Withdrawal and complaint

Right of withdrawal – returns

  1. Right of withdrawal
    Pursuant to the Act of 30 May 2014 on Consumer Rights, a Customer who is a Consumer has the right to withdraw from a distance sales contract without giving any reason within 14 days of receiving the Goods.
  2. Withdrawal Procedure
    To exercise the right to withdraw from the contract, the Customer must inform the Seller of their decision by means of a clear statement (e.g., a letter sent by post or email). The Customer may use the withdrawal form template available on the store’s website, but this is not mandatory.
  3. Address for submitting declarations
    The declaration of withdrawal from the contract should be sent to the following email address: [email address] or to the Seller’s registered office address:
    DPM-TRADE DOMINIK MIELCZAREK SPÓŁKA JAWNA
    Aleja T. Kościuszki 80/82 / 301
    90-437 Łódź, Poland
  4. Effects of withdrawal from the contract
    In the event of withdrawal from the contract, the Seller shall refund to the Customer all payments received from the Customer, including the costs of delivery of the Goods (excluding additional costs resulting from the Customer’s choice of a delivery method other than the cheapest standard delivery method offered by the Seller), immediately, and in any case no later than 14 days from the date on which the Seller was informed of the Customer’s decision to exercise the right of withdrawal.
  5. Refund Method
    Refunds will be made using the same payment method used by the Customer in the original transaction, unless the Customer has expressly agreed otherwise. In any case, the Customer will not incur any fees as a result of this refund.
  6. Withholding of Refund
    The Seller may withhold reimbursement until the Goods are received or the Customer provides proof of shipment, whichever occurs first.
  7. Obligation to return the Goods
    The Customer must return the Goods to the following address: [returns address] immediately, and in any case no later than 14 days from the date on which they informed the Seller of their withdrawal from the contract. The deadline is met if the Customer returns the Goods before the expiry of the 14-day period.
  8. Return Costs
    The Customer bears the direct costs of returning the Goods, unless the Seller has agreed to bear them or has failed to inform the Customer of the need to bear these costs.
  9. Liability for Diminished Value of the Goods
    The Customer is only liable for any diminution in the value of the Goods resulting from their use beyond what is necessary to establish the nature, characteristics, and functioning of the Goods.
  10. Return acceptance conditions
    1. The goods should be returned in unaltered condition, with all tags and in their original packaging.
    2. The goods should not show any traces of use beyond what is necessary to establish their nature, characteristics and functioning.
    3. Products made to the Customer’s special order and products that, due to their nature, cannot be returned are not subject to return.
  11. Additional information
    1. The seller does not accept cash on delivery shipments.
    2. If you return part of your order, shipping costs will not be refunded.
    3. In the event of a return of the entire order, the shipping costs will be refunded in the amount of the cheapest shipping option offered by the Seller.

Complaints about Goods

  1. Seller’s Liability
    The Seller is obligated to deliver the Goods to the Customer in accordance with the contract, free from physical and legal defects. The Seller is responsible for any non-conformity of the Goods with the contract under the terms specified in the Act of 30 May 2014 on Consumer Rights and the Civil Code.
  2. Complaint deadline
    The customer has the right to file a complaint if the Goods are found to be non-conforming to the contract within two years of their delivery date. Complaints should be filed immediately after noticing the defect.
  3. How to file a complaint
    You can file a complaint in one of the following ways:
    1. In writing to the Seller’s registered office address:
    2. DPM-TRADE DOMINIK MIELCZAREK SPÓŁKA JAWNA
      Aleja T. Kościuszki 80/82 / 301
      90-437 Łódź, Polska
    3. By e-mail to the following address: [e-mail address]
    4. Via the complaint form available on the store’s website.
  4. Recommended information in a complaint
    To facilitate and expedite the complaint process, it is recommended that the complaint include:
    1. Customer’s name and surname
    2. Correspondence address
    3. Email address and contact telephone number
    4. Order number and purchase date
    5. Description of the defect in the Goods and the date it was noticed
    6. Customer’s request in connection with the complaint (e.g. repair, replacement, price reduction, withdrawal from the contract)
    7. Proof of purchase (e.g. receipt, invoice) or a copy thereof
    8. Photographic documentation of the defect (if possible)
  5. Complaint Handling Procedure
    The Seller will respond to complaints promptly, no later than 14 calendar days from the date of receipt. Failure to respond within this timeframe means that the complaint has been deemed justified.
  6. Actions if a complaint is accepted
    If the complaint is accepted, the Seller will take one of the following actions:
    1. Will repair the goods
    2. Will exchange the Goods for new ones, free from defects
    3. Will lower the price of the Goods
    4. Will refund the Customer the full amount paid for the Goods
  7. Complaint-Related Costs
    If the complaint is deemed justified, the Seller will bear the costs associated with repairing, replacing, and delivering the Goods to the Customer. The customer does not bear any costs related to the consideration of a justified complaint.
  8. Returning the Complained Goods
    If the Customer needs to return the Complained Goods, they should send them to the following address: [complaint address]. The seller does not accept cash on delivery shipments.
  9. Goods Covered by Manufacturer’s Warranty
    Some Goods may be covered by a manufacturer’s warranty. In such a case, the Customer may exercise the rights arising from the warranty by contacting the manufacturer or an authorized service center directly, in accordance with the conditions specified in the warranty card.
  10. Extrajudicial means of settling complaints and pursuing claims
    A Customer who is a Consumer has the option of using extrajudicial means of settling complaints and pursuing claims, including: by:
    • Submitting a request for mediation to the Provincial Inspectorate of Trade Inspection
    • Using the assistance of a municipal or district consumer ombudsman
    • Submitting a complaint via the ODR platform available at: https://ec.europa.eu/consumers/odr