Returns and complaints

Handling the Online Store Customer complaints and contract withdrawal:

Complaint receipt

Online Store complaints are handled on the basis of a complaint notification and photographic documentation sent by e-mail to the following address: or in written form sent to the registered office of the company. The complaint rules are described in detail in the Online Store Terms of Use.

The following are subject to complaints:

  • quantity differences resulting from incorrectly processed orders and the incompatibility of the goods received with the proof of purchase (invoice or receipt);
  • manufacturing defects;
  • mechanical damage during transport.

Complaint handling principles:

  1. Online Store complaints are handled on the basis of a complaint notification and photo documentation sent by e-mail.
  2. The Online Sales Department forwards the complaint together with a proof of purchase, photo documentation and the consumer’s expectations to the Quality Control Department to assess the validity of the complaint.
  3. The complaint review time shall be 14 days.
  4. If the complaint is accepted and the product is replaced, the Store shall send the replacement product via courier.
  5. If the consumer requests a refund of the purchase costs, the employee of the Online Store shall adjust the invoice on the basis of the complaint report, which shall automatically result in return of the funds to the Customer’s account.


The Customer who is a consumer has the right to withdraw from the sales contract in whole or in part without giving any reason within 14 days within the period indicated in Article 28(1) of the Consumer Rights Act of 30 May 2014, i.e.:

  1. For a contract in the performance of which the entrepreneur delivers the goods, being obliged to transfer the ownership thereof, from the time when the consumer or a third party indicated by the consumer other than the carrier takes possession of the goods and, in the case of a contract which:
    1. includes multiple items delivered separately, in batches or in parts, from taking possession of the last item, batch or part;
    2. consists in the regular delivery of goods during a defined period of time, from taking possession of the first item;
  2. For other contracts, from the day of contract conclusion

To withdraw from the contract, please send the completed withdrawal form together with the goods to the address of the company. Detailed information in this respect is contained in the Online Store Terms of Use.