Returns and complaints

Returns and complaints

Below we explain step by step how to return goods within 14 days and how to file a complaint. The full rules are in the Shop’s Terms and Conditions (§ 7 and § 8). This translation is for information only; in case of any discrepancy the Polish version prevails.

Returning goods within 14 days (withdrawal from the contract)

If you buy as a consumer (or as a business for which the purchase is not of a professional nature), you may withdraw from the contract without giving any reason within 14 days of receiving the goods.

  1. Tell us you are withdrawing – send an e-mail to elektroland24.pl@gmail.com (the order number and a statement that you withdraw from the contract are enough) or use the form below. You may also post your statement to: DIANA KRAVETS, Rondo Mogilskie 1 lok. 03, 31-516 Kraków, Poland. The date of sending counts.
  2. Send the goods back within 14 days of withdrawing to: DIANA KRAVETS, Rondo Mogilskie 1 lok. 03, 31-516 Kraków, Poland. You bear the cost of the return shipment. You may also return the goods in person at our premises in Kraków. Please pack the parcel securely and enclose the order number.
  3. Refund – we refund the price of the goods and the cost of the cheapest delivery we offer within 14 days of receiving your statement, using the same payment method you used. We may withhold the refund until we receive the goods or proof that you have sent them.

You may examine the goods as you would in a physical shop. If they were used beyond that, we may reduce the refund by the diminished value. The original packaging is not a condition of the return.

The right of withdrawal does not apply, among others, to goods made to individual order and to sealed goods that cannot be returned for hygiene or health reasons once opened (e.g. in-ear headphones), if the packaging has been opened.

Model withdrawal statement

To: DIANA KRAVETS, Rondo Mogilskie 1 lok. 03, 31-516 Kraków, Poland, e-mail: elektroland24.pl@gmail.com
I hereby give notice that I withdraw from the contract of sale of the following goods: ……………………
Order number: ……………………
Date of receipt of the goods: ……………………
Name and surname: ……………………
Address: ……………………
Date and signature (if sent by post): ……………………

Complaint (goods not in conformity with the contract)

We are liable for a lack of conformity that becomes apparent within 2 years of delivery – this also applies to used goods. If the goods are defective, incomplete or different from what you ordered:

  1. File a complaint by e-mail to elektroland24.pl@gmail.com (subject “Complaint”), through the contact form or in writing to our address. State: the order number, the name of the goods, a description of the defect and when you noticed it, your request (repair, replacement, price reduction or withdrawal) and your contact details. Photos of the defect speed things up.
  2. Collection of the goods – if the goods are needed to handle the complaint, we collect them from you at our expense (we send a return label or arrange collection in person). Please do not send the goods at your own expense without prior arrangement.
  3. Reply within 14 days – we examine the complaint and reply no later than 14 days after receiving it. No reply within this period means the complaint has been accepted.
  4. Resolution – we repair or replace the goods within a reasonable time and at no cost to you. If that is not possible or the defect is significant, we refund the appropriate part of the price or the full payment within 14 days, using the same payment method.

If you disagree with our decision, you may use out-of-court dispute resolution: mediation or the permanent consumer arbitration court at the Regional Inspectorate of the Trade Inspection, the help of a municipal or district consumer ombudsman, or Federacja Konsumentów. Information: https://www.uokik.gov.pl.

Contact for returns and complaints

E-mail: elektroland24.pl@gmail.com · phone: +48 790 380 720 (business days) · address: DIANA KRAVETS, Rondo Mogilskie 1 lok. 03, 31-516 Kraków, Poland.

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