We care about your consumer rights. Below you will find detailed information about our returns and complaints process.
Right of Withdrawal
As a consumer, you have the right to withdraw from a distance contract without giving any reason within 14 days. This period begins from the day you or a person indicated by you (other than the carrier) takes possession of the ordered goods.
How to Submit a Withdrawal Notice
To exercise your right of withdrawal, you can:
- Use the withdrawal form (available below)
- Send your unequivocal statement to: kontakt@sapsan-sklep.pl
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to cases specified in Article 38 of the Consumer Rights Act, particularly regarding:
- Goods made to the consumer's specifications or clearly personalized
- Sealed goods which cannot be returned for health protection or hygiene reasons, if unsealed after delivery
- Sealed audio or video recordings or computer software if unsealed after delivery
Returning the Goods
You must return the goods no later than 14 days from the day you communicated your withdrawal from the contract. To meet the deadline, it is sufficient to send the goods before the 14-day period has expired.
You have the right to examine the nature, characteristics, and functioning of the goods in the same way you would be able to do in a physical store. However, you are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.
Return Costs
- In case of withdrawal, we will reimburse all payments received from you, including the costs of delivery (except for any additional costs resulting from your choice of delivery method other than the least expensive standard delivery offered by us)
- Reimbursement will be made without undue delay and no later than 14 days from the day we receive your withdrawal notice
- You will bear the cost of returning the goods unless the return is due to a product defect
Complaints
If you discover a defect in the goods, you have the right to file a complaint based on warranty provisions in the Civil Code. The complaint will be processed within 14 days of receipt.
If the complaint is accepted:
- We will repair or replace the goods
- If this is not possible, we will refund the full product price
- We will cover the costs of delivering the complained goods to us
Return Address
Sapsan
ul. Objazdowa 14/14a
43-430 Skoczów
Poland
Withdrawal Form
Model withdrawal form (complete and return this form only if you wish to withdraw from the contract)
– I/We(*) hereby give notice that I/we(*) withdraw from my/our(*) contract of sale of the following goods:
– Contract date(*)/received on(*):
– Name of consumer(s):
– Address of consumer(s):
– Signature of consumer(s) (only if this form is notified on paper):
– Date:
(*) Delete as appropriate