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Returns

Returns and complaints
Withdrawal from the contract

If you are a consumer, in principle you have the right to withdraw from a distance contract.
You may withdraw from a contract by presenting us with a declaration of withdrawal e.g. by sending us
an e-mail at: helapenio@gmail.com
The item which you wish to return should be delivered to us without delay at: ul. Reduta 34/22, 31-
421 Kraków, Poland, but not later than 14 days after your withdrawal from the contract.
You may withdraw from a contract within 14 days.


The fourteen-day period for withdrawal from a contract commences:
 in the case of a contract under which we hand over an item while being obliged to transfer the
property rights - upon the item being received by you or by a third party specified by you,
excluding the carrier,
 in the case of digital content - on the date of the conclusion of the contract.
The deadline shall be considered to have been observed if you send the declaration before the deadline.
Your payments, including the costs of delivery specified in the Terms and Conditions, shall be returned to
you immediately, however, not later than within 14 days after we receive your declaration of withdrawal.
We may withhold the reimbursement until we have received the item back or until we have been presented
with a proof of dispatch of the said item, depending on which event happens first.
Please bear in mind that a consumer does not enjoy the right to withdraw from a distance contract,
e.g. with regard to a contract:
 for the provision of non-prefabricated goods, made according to the consumer's
specifications or goods customised to the consumer's needs,
 for the provision of perishable goods or goods which are liable to deteriorate or expire rapidly,
 for the provision of goods delivered in sealed packaging which once opened cannot be returned
due to health or hygiene reasons if the packaging has been opened after delivery,
 for the provision of sound or visual recording or computer software delivered in sealed
packaging if the packaging has been opened after delivery
 for the provision of digital content which is not saved on a durable medium if the provision of
the service commenced upon the consumer's express consent before the expiry of the withdrawal
period and after the consumer was advised by the entrepreneur of the loss of the right to withdraw
from the contract.
Detailed information on the withdrawal from a contract may be found in our Terms and Conditions of Sale.

Complaints

Should the goods bought in our Shop be defective, Consumers are entitled to make a warranty-based
complaint. Complaints are best submitted by e-mail at: helapenio@gmail.com or by postal services at the
address: os. Józefa Strusia 4/8, 31-807 Kraków, Poland.
The goods which are the subject of a complaint should be sent to: ul. Reduta 34/22, 31-421 Kraków,
Poland


On account of the defect you may demand:

 an exchange of the defective item for an item free from defects,
 a removal of the defect,
or you may make a declaration of:
 price reduction,
 withdrawal from the contract - in the case of a major defect.
We are liable for defects proven before the lapse of two years as of the hand-over of the item.
In principle, a complaint may be made within a year of defect's detection, but the deadline for complaint
submission must be met before the expiry of the Seller's liability period.
Your complaint shall be handled (a reply shall be sent to you) within 14 days of the receipt of your
complaint.
For more information on the complaint procedure please read our Terms and Conditions of Sale.

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