Returns

RETURNS AND COMPLAINTS

 

1. Returns - the right to withdraw from the contract.

 

1.1.  Subject to point 1.4. below, the Customer who is a consumer within the meaning of the provisions of the Act of 23 April 1964 of the Civil Code (Journal of Laws of 1964, No. 16, item 93, as amended) may, within 14 days from the date of delivery of the ordered products, withdraw from the contract without stating the reason. Before the 14 days expire, the Customer ought to send a statement regarding the withdrawal.

1.2.  To exercise the right to withdraw from the contract, the Customer ought to submit a declaration of withdrawal from the contract, which ought to include the number of the order and the date of purchase. Moreover, it ought to include a bank account number and the bank account holder if the Customer wishes to receive a refund to a bank account different from the one from which the initial purchase was made.

1.2.1.    In order to exercise the right to withdraw from the contract, the Customer may use the withdrawal declaration form attached as Appendix 1 below.

1.2.2.    The method of withdrawal recommended by the Seller (Wooden Story LLC with its registered office in Białka) is sending the completed declaration form by e-mail to the Seller's e-mail address: office@windywoods.pl.

1.3.  To the declaration form mentioned in point 1.2. above, the customer ought to attach proof of purchase of the product or other record proving the purchase.

1.4.  The right to withdraw from the contract does not apply to contracts referred to in Article 38 of the Act of Consumer Rights of 20 May 2014, including in particular sales contracts for the following products:

1.4.1.    non-prefabricated, manufactured according to the consumer's specifications or serving to satisfy their individual needs;

1.4.2.    delivered in sealed packaging, which cannot be returned after opening for health-related or hygiene reasons if the packaging was opened after delivery;

1.4.3.    which after delivery, due to their nature, cannot be separated from other items.

1.5.  The Customer is obliged to immediately return the products covered by the declaration of withdrawal from the contract, but not later than within 14 days from the date on which he withdrew from the Sales Agreement, to the following address Białka 531, 34-220 Maków Podhalański, Poland.

1.5.1.    Before the 14 days expire, the Customer ought to return the products.

1.5.2.    The products are returned at the Customer's expense.

1.6.  The Seller shall immediately, but not later than within 14 days of receiving the declaration of complete or partial withdrawal from the contract from the Customer, refund the payment made by the Customer for the returned products. In the event of a complete withdrawal from the contract, the Seller will also reimburse the Customer for the incurred delivery costs in the amount corresponding to the cheapest shipping option available in the store's offer.

1.6.1.    The Seller may withhold the reimbursement of the payments referred to in point 1.6. above until the Customer returns the products relevant to the withdrawal from the contract or the Customer provides confirmation that the products have been sent back, depending on which of these events (the return or providing confirmation) occurs first.

1.6.2.    The payment will be reimbursed using the payment method used by the Customer. If the return in such a form is not possible, the refund will be made by bank transfer to the bank account provided by the Customer.

1.7.  Before withdrawing from the contract, the Customer ought not to use the products beyond what is necessary to establish the nature, characteristics and functioning of the products. Otherwise, the Customer will be liable for any diminished value of the products.

1.8.  The right to withdraw from the contract does not affect the Customer's rights related to the Seller's liability for non-compliance of the product with the contract and the manufacturer's warranty.

2. Complaints.

2.1.  The Seller is obliged to deliver products devoid of defects and is responsible for any defects of the products.

2.2.  Before collecting the products, it is possible for the Customer to examine the condition of the products in the presence of the courier. It is recommended by the Seller to not accept damaged products.

2.3.  After collecting the product, in the event of non-compliance of the product with the contract, the Customer has the right to submit a complaint by sending it with the proof of purchase of the product and photos of the product to the following e-mail address: office@windywoods.pl.

2.3.1.    In order to submit a complaint, the Customer may use the complaint form attached as Appendix 2 below.

2.4.  The complaint will be considered within 14 days from the date of its submission by the Customer.

2.4.1.    The Customer will be informed about the Seller’s decision regarding the complaint electronically via the e-mail address provided by the Customer in the 'Personal data' section of the Cart.

2.5.  If the complaint is accepted, the product will be replaced with a new, full-valued product. If that is not possible, in accordance with the Customer's preferences, the Seller will refund the Customer the amount of money equal to the costs of the defective product and the delivery, reduce the price of the product or replace it. The defective product may be replaced with other products available in the store with a total value of the price of the purchased defective product.

2.5.1.    If it is necessary to return the defective product, the Seller will order a courier to collect the defective product from the Customer. The Customer does not bear any related costs.

2.5.2.    The customer is obliged to properly pack the product that is to be returned (it is recommended by the Seller to return the product in its original packaging). The Seller is not liable for mechanical damages, which occur from the moment of delivery of the product to the Customer until the return of the product to the Seller.

2.5.3.    After presenting the Seller with relevant proof, the Customer has the right to be reimbursed for the necessary costs incurred in connection with the product returning process.

2.5.4.    The monetary refund will be issued immediately after the Customer receives information about the refund payment method being identical to the Customer’s initial payment method. If a refund in such a form is not possible, the refund will be issued to the bank account provided by the Customer.

2.6.  The Seller provides a warranty for the delivered product for a period of 24 months.

2.6.1.    The warranty period starts from the moment the product is delivered to the Customer.

2.6.2.    The warranty period is extended by the duration of the warranty repair of the product, which is carried out by the Seller. If a product or a part of it is replaced under warranty repair, the warranty period begins anew.

2.6.3.    The warranty covers a variety of product defects except for defects resulting from:

2.6.3.1.       negligent and careless use of the product,

2.6.3.2.       using the product contrary to its intended use,

2.6.3.3.       mechanical damage done to the product,

2.6.3.4.       normal wear and tear of the product caused by everyday use.