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Complaints and returns

Warranty and service

Part of the products sold in our shop has the manufacturer's warranty. In the event of detecting a fault in the equipment covered by the warranty, contact the closest service point, indicated on the warranty card or on the manufacturers' websites. It is a very quick complaint process, which allows to restore the equipment to working order in as short a time as possible.

Warning: please keep the proof of purchase (receipt or invoice) and original packet until the end of the warranty period - they are the basis for reporting complaints.

 

Complaints

Before receipt of the delivery, always check if it was not damaged during transport. If the packet has visible external damage, we recommend to reject to accept the delivery and then to call us under the number: +48 730964954.

After paying the amount of collection and acknowledging receipt of the package there is an option to open the package in the courier's presence - in case of non-compliance, a record of divergences is created, which is the basis for later complaint.

If the purchased product proves to have design flaws or does not match the description, please follow the complaint procedure below:

  1. Send the product you want to reclaim to us, attaching a written statement to it, in which you describe in detail the product reclaiming reasons, form of compensation, as well as return address and account number on which the cash return will be made (depending on decision made by the shop).
  2. Within 14 days from receipt of the delivery, we will inform you by e-mail or by call about the result of reclaim procedure.
  3. If complaint is considered positively, within 7 working days form the day of the decision, we will compensate the costs incurred by you by: repairing the reclaimed product, sending a new product or return of money.
  4. If the complaint will be deemed not justified, we will provide you with detailed justification of the decision and will send back the reclaimed product at our cost within 14 working days. In case of card payment, the refund will be made on the card.

 

In case of doubt, we invite you to contact us at the following e-mail address: sklep@smove.pl or by phone: +48 730964954. We will give you tips on how to quickly and easily carry out a complaint.

 

Product return

According to the applicable provisions, within 10 calendar days from the day of delivery of the ordered product, you have a right to return in without giving reasons as part of withdrawal from the contract, according to the general principles resulting from provisions regarding conclusion of distance agreements. This concerns consumer sale exclusively, thus is used only for sale to natural person, which makes a purchase for a purpose not connected with professional or business activity.

The returned product may not bear signs of wear - each element has to be complete and factory packed, product delivered in the original packaging and unaltered. In the event of failure to meet this requirement, the product will not be accepted.

 

If you want to return the product:

  1. Send the purchased product in non-damaged condition and in the original package with its entire content.
  2. Attach a written statement to the parcel, including the will to return the product, as well as account number on which the refund will be made.
  3. Within 3 working days from receipt of your parcel, we will check the condition of the sent product (if it bears signs of wear, if it's damaged or destroyed, or if its in the original package with all its content).
  4. If we will not find contraindications, we will send information to your e-mail address about the positive consideration of the product return. Refund will be made to the attached account number within 7 days. In case of card payment, the refund will be made on the card..

 

If your product return will be rejected (due to damage to the product or signs of wear), we will send information to the indicated e-mail address about not accepting the return of the product. We will send the product back to the return address covering the delivery cost within 7 working days.

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