Refund policy

1. Withdrawal from the contract (returns)

1.1. The CONSUMER may withdraw from the contract concluded with the SELLER within 14 [fourteen] calendar days without giving any reason and without incurring any costs, except the costs referred to in Article 33, Article 34(2) and Article 35 of the Consumer Rights Act in force in Poland. In the event of withdrawal from the contract, the contract shall be deemed not to have been concluded.

1.2. If the right referred to in this section is exercised, the CONSUMER shall inform the SELLER by submitting a declaration of withdrawal on the form made available to him/her by the SELLER, which may be sent by post to the SELLER's address or by e-mail. The declaration of withdrawal from the contract submitted after the time limit referred to in sec. 13.1 shall have no legal effect.

1.3. The form of declaration of withdrawal from the contract (Annex No. 1 hereto) and information concerning the exercise of the right of withdrawal from the contract (Annex No. 2 hereto) are available on the returns and complaints page.

1.4. If the CONSUMER submits a declaration of withdrawal by e-mail, the SELLER shall immediately send an acknowledgement of receipt of the form of withdrawal (on a permanent data carrier within the meaning of Article 2(4) of the Consumer Rights Act in force in Poland).

1.5. The SELLER shall return to the CONSUMER all payments made by the CONSUMER, including the costs of delivery of the product, within 14 [fourteen] calendar days from the date of receipt of the CONSUMER's declaration of withdrawal from the contract, with the proviso that the SELLER shall have the right to withhold the reimbursement of payments received from the CONSUMER until the product is received back or the CONSUMER provides evidence of its return, whichever event occurs first. The time limit shall be deemed met if the CONSUMER sends the consignment to the SELLER on the last day of the time limit.

1.6. The direct costs of returning the product shall be borne by the CONSUMER. The SELLER shall not accept consignments sent back by the CONSUMER in cash on delivery.

1.7. The product to be returned by the CONSUMER shall be complete (including all equipment and accessories that are an integral part of the product, if any), shall not be used, shall bear no traces of use going beyond normal handling and shall be packed in an unbroken, unopened, original packaging. The CONSUMER shall be liable for any diminution in the value of the product resulting from the use of the product beyond what is necessary to ascertain the nature, characteristics and functionality of the product. The returned product must be accompanied by the original sales document and a completed and signed product return form. The CONSUMER is obliged to duly secure the returned product to prevent it from being damaged in transit.

1.8. If the product is returned by the CONSUMER in violation of the provisions of sec. 13.7 first sentence, the SELLER reserves the right to refuse to accept the shipment or to reduce the returned amount by the equivalent of the damaged product.

1.9. Reimbursement shall be made using the same method of payment used by the CONSUMER.

1.10. Returns shall be sent to the SELLER's address: Extensions s.c. Joanna Gołębska, Rusłan Laszczowski, 44-109 Gliwice, Poland, ul. A. Gaudiego 6.

1.11. By entering into a contract, the CONSUMER acknowledges that he/she has read these terms and conditions, including that he/she has been notified of his/her right to withdraw from the concluded sales contract within 14 [fourteen] calendar days from the date of receipt of the product.

1.12. The CONSUMER shall not be entitled to withdraw from a contract concluded off-premises or at a distance, if the object of the contract is:

a) non-refabricated goods made to the CONSUMER's specifications or to meet the CONSUMER's individualised needs,
b) goods which are perishable or have a short shelf life,
c) goods delivered in sealed packaging which cannot be returned after opening for health or hygiene reasons if the packaging has been opened after delivery.

2. Complaints

2.1. The SELLER shall be liable under quality guarantee, warranty for legal or physical defects, inconsistency of goods with the contract, depending on the type of the BUYER's entity, under the provisions of generally applicable laws, subject to the provisions below.

2.2. The BUYER shall be both the CONSUMER within the meaning of Clause 6.1 of these Rules and Regulations and other entities, including entrepreneurs. In the event of a provision concerning only the CONSUMER or entities other than them, this shall be expressly indicated in the wording.

2.3. The SELLER shall not accept consignments sent back by the BUYERS against cash on delivery.

2.4. In the case of a complaint, the CONSUMER shall be entitled to claims under the guarantee and non-conformity of goods with the contract under the provisions of the Consumer Rights Act in force in Poland.

2.5. For other BUYERS, except for the CONSUMER, the BUYERS shall be entitled to make claims based on warranty and guarantee.

2.6. The liability under warranty for defects towards the BUYER, except for CONSUMERS, under the entitlements under art. 558 § 1 of the Civil Code in force in Poland, shall be limited exclusively to the defects which were ascertained by the BUYER within 3 [three] calendar days from the date of delivery of the product. Within this period, the BUYER shall be obliged to report a complaint to the SELLER. Irrespective of the obligation to comply with the above-mentioned time limit, the BUYER shall send the complained goods to the SELLER within 7 [seven] days from the date of their delivery. The provision of para. 13.2 The second sentence shall apply accordingly.

2.7 In the event of liability for non-conformity of goods with the contract, as far as the CONSUMER is concerned, the trader shall be liable within 2 [two] years from the date of disclosure and delivery of the defective product, unless the product's useful life is shorter.

2.8 The SELLER shall provide the BUYER with a quality guarantee for the delivered product for 30 [thirty] days from the date of sale as referred to in sec. 12.6. Second sentence of the Regulations.

2.9 The claim under the quality guarantee granted to the BUYER may be considered only if the BUYER complies with the warranty terms and conditions of the purchased product.

2.10. When making a complaint, the BUYER shall indicate the basis of its claim, i.e. whether it is a claim under warranty, non-conformity of goods with the contract or guarantee.

2.11. The complaint procedure shall be conducted exclusively by electronic correspondence. All letters of the SELLER relating to the complaint procedure shall be addressed to the BUYER only to the address from which the complaint was made.

2.12. Complaints are subject to:

a) quantitative shortages of products,
b) damage to the product (excluding damage for which the SELLER is not responsible, in particular after the transfer of the ownership of the product to the BUYER),
c) non-conformity of the product with the order.

2.13. Complaints shall relate only to the product in the quantity/scope affected by the defect.

2.14. The SELLER shall not be liable for defects of the product resulting from its misuse or non-compliance with the warranty conditions.

2.15. The SELLER shall not be responsible for the product's defects resulting from improper transport and storage (warehousing) if they occurred after the risk was transferred to the BUYER.

2.16. The SELLER shall not be responsible for defects resulting from processing, alterations, modifications of the product, etc. unless the BUYER proves that the product's defect resulted from its original characteristics and was the only reason for the defective processing, alteration, modification, etc.

2.17. If a complaint is accepted due to the defectiveness or factory damage of a product, the SELLER shall: repair, replace the product with a new one or refund the purchase price - if it is not possible to repair or replace it with a new one.

2.18. If the complaint is not accepted, the SELLER shall return the claimed product to the BUYER at the BUYER's expense.

2.19. The SELLER shall process complaints within 14 [fourteen] calendar days of receiving the complaint. The absence of a reply from the SELLER within the above-mentioned time limit shall be deemed as acceptance of the complaint request.

2.20. In the case of a complaint regarding the non-delivery of the product by the carrier, the SELLER shall, upon receipt of a notification from the BUYER, file a complaint relating to the non-performance of the contract by the carrier. If the complaint is accepted by the carrier, the SELLER shall return the value of the consignment to the BUYER after having obtained reimbursement of the value of the goods, or, if expressly requested by the BUYER, shall reship the product to the BUYER.