Return and complaint policy
Returns and Complaints
Withdrawal from the Contract
If you are a consumer, you generally have the right to withdraw from a distance contract.
You can withdraw from the contract by sending us a declaration of withdrawal, e.g., via email to: info@elastico.eu.
Send the returned goods to the following address without delay: al. Piastów 11/7, 70-331 Szczecin, but no later than 14 days from the date on which you withdrew from the contract.
You may withdraw from the contract within 14 days.
The fourteen-day withdrawal period begins:
- for a contract in which we transfer ownership of goods - from the moment you or a third party indicated by you, who is not the carrier, takes possession of the goods,
- for digital content - from the date of the contract conclusion.
To meet the deadline, it is sufficient to send the declaration before the period expires.
The payments you made, including delivery costs in accordance with the conditions specified in the regulations, will be refunded promptly, but no later than within 14 days from the date of receiving your withdrawal declaration.
We may withhold the refund of the received payment until we receive the returned goods or until you provide proof of returning them, whichever occurs first.
Please note that the right to withdraw from a distance contract does not apply to consumers in cases such as:
- where the subject of the service is a non-prefabricated item made to the consumer’s specifications or intended to meet their individual needs,
- where the subject of the service is an item that can deteriorate quickly or has a short shelf life,
- where the subject of the service is an item delivered in a sealed package, whose return is impossible for health or hygiene reasons if the package was opened after delivery,
- where the subject of the service is sound or video recordings or computer software in a sealed package, if the package was opened after delivery,
- for the delivery of digital content not stored on a physical medium, if performance of the service began with the consumer’s express consent before the withdrawal period expired and after informing them of the loss of the right to withdraw.
Detailed information on withdrawal from the contract can be found in our terms of sale.
Complaints
If the goods you purchased from us are defective, you have the right to file a complaint based on the warranty. The best way to submit your complaint is via email to: shop@sklep749709.shoparena.pl or by mail to the address: Al. Piastów 11/7, 70-331 Szczecin.
The complained goods should be sent to the address: Al. Piastów 11/7, 70-331 Szczecin.
Regarding the defect, you may request:
- replacement of the item with a defect-free one,
- repair of the defect,
or submit a statement regarding:
- price reduction,
- withdrawal from the contract – in the case of a significant defect.
We are liable to you for defects discovered within two years from the date of delivery of the item.
In principle, you can file a complaint within one year of discovering the defect, but the complaint submission period cannot end before the seller’s liability period expires.
We will process your complaint (provide feedback) within 14 days from the date we receive your complaint.
More information about complaints can be found in our terms of sale.