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Returns and complaints
In accordance with the applicable laws, a customer who makes distant purchases outside a retail outlet has a right to return the products purchased without giving any reason.
The time limit for withdrawing from a product sale agreement expires upon the lapse of 14 days of the date of receipt of a consignment with the products ordered.
How to return a product:
In order to exercise your right to withdraw from a product sale agreement, you need to inform the seller of the withdrawal by way of a unilateral statement, within 14 days of receiving a parcel with the products ordered (e.g. by sending an email to email@example.com with your name, order number and reference to any products that you wish to return).
You may, but are not required to, return the products by completing the return form which contains a statement of withdrawal from the product sale agreement.
Please send any returned products, where possible – with a proof of purchase, within 14 days of the date of submitting a withdrawal statement and return notice to the following address:
E-sklep DCG S.A
Kopernika Street 8/18
or return the purchased products in person at one of our retail shops (list of shops can be found on our website: STORE LOCATOR).
Please be advised that the returned products may not show any sign of wear. Any returned products should come with all labels attached and the manufacturer’s original packaging. When sending back any products, please make sure that they are properly packed and protected, so as to avoid any damage or destruction during transport.
Your payment refund, including the costs of delivery (except for any additional costs of delivery incurred as a result of selecting any delivery option other than the cheapest regular delivery option offered by the seller), will be made immediately, but in no case later than within 14 days of the date of receiving a statement of withdrawal from the product sale agreement.
Your payment refund will be made using the same method as used in the original transaction, unless you explicitly provide otherwise. Please be informed that it is not possible to make a payment refund for any returned products in cash in our retail shops. In each case, product returns are free of any additional charge.
The seller may postpone your payment refund until all returned items are received or until you present a proof of sending them back.
To file a complaint, please follow the steps below:
You file a complaint, among others, by completing the complaint form available on the online shop website: link, or by submitting the complaint in person at one of our retail shops (list of shops can be found on our website: STORE LOCATOR).
Please print the completed complaint form or statement and sign it.
If you are unable to print it, please send a completed form to firstname.lastname@example.org.
Please send the products together with a completed complaint form or statement to:
E-sklep DCG S.A
Kopernika Street 8/18
or return them in person at one of our retail shops (list of shops can be found on our website: STORE LOCATOR).
Your complaint will be handled within up to 14 days of receipt of your complaint. You will be informed about the Appraiser’s decision by email or phone.
Please be informed of the possibility of using out-of-court methods of examining complaints about the Products, e.g. once the complaint procedure has been finished, the Customer may file a motion to initiate mediation or a motion to bring the case before the arbitration court (the motion may be downloaded from the website http://www.uokik.gov.pl/download.php?plik=6223). The list of Permanent Consumer Arbitration Courts operating at the Provincial Inspectorates of Trade Inspection is available on the website: http://www.uokik.gov.pl/wazne_adresy.php#faq596. Pursuing claims out-of-court once the complaint procedure has been finished is free of charge.