Returns and Complaints

RETURNING PRODUCTS

The product did not meet your expectations, and you wish to exercise your right to return the purchased goods.

Return procedure:

1. Download and print the return form template.
2. Pack and securely protect the product you are returning.
3. Place the completed return form inside the package with the returned product.
4. Send the package to the store's address:
   Grupa Orion Sp. z o.o. Wiejska 49, 41-253 Czeladź

Important information regarding returns:

• You have 30 days to withdraw from the sales contract from the day you receive the package.
• You have 14 days to return the product from the day you withdraw from the contract.
• You can send the return package, for example, via Polish Post.
• You bear the cost of returning the product.

The return form template specified in the return procedure section is not a statutory form and using it is optional. You can download the statutory withdrawal form here. The withdrawal procedure from the sales contract described on this page is not mandatory and is just a suggestion of how the client's declaration can be made. The applicable procedures for withdrawing from the sales contract are precisely described in the store's Terms and Conditions.

PRODUCT COMPLAINTS

Upon receiving the package, you should unpack it and check whether the ordered goods were damaged during transport, have manufacturing defects, or are different from what was ordered. If any of these situations arise, inform us within 7 business days of receiving the package.

Complaint procedure:

1. Take photos showing the defect of the complained product.
2. Fill out and send the complaint form.
3. Within 14 days of submitting the complaint, we will inform you about the manner of its resolution.

Taking photos of the complained product and using the complaint form specified in the complaint procedure section is optional but significantly speeds up the complaint resolution process.
The complaint procedure described on this page is not mandatory and is just a suggestion of how the client's declaration can be made. The applicable complaint procedures are precisely described in the store's Terms and Conditions.

Additional Information

Complaint mode:

If the product is defective, the consumer can request a price reduction or withdraw from the sales contract, exchange the product for a non-defective one, or have it repaired. The seller is liable for the warranty if a physical defect is found within two years from the product's delivery to the consumer. The claim for removing the defect or exchanging the product for a defect-free one expires after one year, but this period cannot end before the period specified in the previous sentence. The consumer exercising warranty rights must deliver the defective item to the seller's address at the seller's expense. The seller will respond to the consumer's claim within 14 days.

Possibility of using out-of-court dispute resolution methods:

Every client can use out-of-court methods for handling complaints and pursuing claims. In this regard, clients can use mediation. Lists of permanent mediators and existing mediation centers are provided and made available by the presidents of the relevant district courts.

Obligation to deliver goods without defects:

The seller hereby declares that there is a statutory obligation to deliver a product ordered without physical or legal defects.
We are at your disposal. If you have any questions or doubts, please contact us:
Tel: (32) 201 40 82
E-mail: info@vilde.pl