The full provision regarding the right to withdraw from the contract can be found on the Website Regulations of the store.
Returns
The buyer has the right to return the goods within 14 days from the date of their receipt. In the case of returning the goods, the costs associated with its shipment are covered by the buyer. The goods must be returned in a non-deteriorated condition. In case of damage to the product, the seller is entitled to a refund of the reduced amount.
The seller is obliged to refund the money for the returned goods within 14 days of their receipt. In the event of damage to the goods made by the customer, its value will be refunded. The value is determined by the market - the item is listed with a description of the resulting defect at the online auction for a period of 7 days with a minimum initial price. The amount that the consumer has paid for the damaged goods is considered to be their market value.
If you notice a defect in the goods after receiving it, you should not send it back, but file a complaint.
Complaints
If you notice damage to the goods, please write down a damage report with the courier delivering the goods. This is not a legal condition necessary to consider the complaint, but it can definitely help in its positive consideration.
First of all, please take photos and send them to the office's e-mail address.irwar@gmail.com.
Attachments should include:
- photo of packaging
- photo of securing the contents
- photo of the damaged goods
Please attach clear photos and a detailed description of the damage to help us determine the cause of the damage.
Please do not decide to return the damaged goods yourself.
Further steps in the complaint process will depend on the specific case. Details of further proceedings will be provided to you by the chosen form of communication - by e-mail.
Note: Be sure to check the contents of the shipment the same day, preferably as soon as you receive it!
Thanks to our experience in shipping glassware within and outside the country, about 99.8% of orders reach customers without the slightest damage. Nevertheless, it is important to check the contents of the package the same day, even if the packaging does not arouse suspicion. Your packages are insured. If, despite the best safeguards, you received a damaged product, you should report the problem the same day to the seller. Carriers have a provision in their regulations to consider complaints made on the same day that the delivery took place. Therefore, it is important to report this fact as soon as possible.
How to make a complaint
You can make all complaints about the products or the online store:
- in writing to the address: Szeroka 1 Street, 44-240 Żory;
- in electronic form via e-mail to: biuro.irwar@gmail.com.
Sending or returning the product as a complaint* can be made to: Szeroka 1, 44-240 Zory.
*Please do not send back the products under complaint before receiving such information from the seller.
You will find a model of the withdrawal form in the store regulations.
When you will receive a response to the complaint
The seller will respond to the complaint immediately, no later than within 14 calendar days of receipt.
Where to find the legal regulations on complaints
The basis and scope of responsibility for the conformity of the product with the contract are defined by generally applicable laws, in particular the Civil Code, the Law on Consumer Rights and the Law on Provision of Electronic Services of July 18, 2002 (Journal of Laws No. 144, item 1204, as amended).
We have two types of liability for the conformity of the product with the contract:
- statutory of the Seller - this is a liability under the law, below you will find details of where it is regulated, this liability cannot be excluded in the case of consumers;
- contractual (e.g. guarantee provided by the guarantor) - this is an additional responsibility, it applies when the product is covered by, for example, a warranty. The warranty may be provided by an entity other than the Seller (e.g. by the manufacturer). You will find detailed regulations on liability under the warranty in the warranty card or elsewhere on the granting of the warranty;
Below you will find detailed regulations on the Seller's liability under the law - depending on the type of product (movable item, content or digital service) and depending on the date of the contract (until 2022 or from 2023):
1. The provisions relating to the complaint of a product - a movable item - purchased by the Customer on the basis of a contract of sale concluded with the Seller until December 31, 2022, are determined by the provisions of the Civil Code as in effect until December 31, 2022, in particular Articles 556-576 of the Civil Code. These provisions determine, in particular, the basis and scope of the Seller's liability to the Customer if the sold product has a physical or legal defect (warranty). The Seller is obliged to provide the Customer with a product without defects.
2. The provisions relating to the complaint of a product - a movable item (including a movable item with digital elements), excluding, however, a movable item that serves only as a carrier of digital content - purchased by the Customer on the basis of a contract of sale concluded with the Seller from January 1, 2023, are set forth in the provisions of the Consumer Rights Act in the wording in force from January 1, 2023, in particular Articles 43a - 43g of the Consumer Rights Act. These provisions determine, in particular, the basis and scope of the Seller's liability to the consumer in the event of non-compliance of the product with the contract of sale.
3. Provisions for the complaint of a product - digital content or service or a movable thing that serves only as a carrier of digital content - purchased by a Customer under a sales agreement concluded with the Seller from January 1, 2023, or before that date, if the delivery of such a product was to take place or took place after that date, are set forth in the provisions of the Consumer Rights Act as in effect from January 1, 2023, in particular Articles 43h - 43q of the Consumer Rights Act. These provisions determine, in particular, the basis and scope of the Seller's liability to the consumer in the event that the product does not conform to the contract of sale.