Complaints&Returns

Table of contents

Returns

You have the right to withdraw from this contract within 14 days for convenience. The time limit to withdraw from the contract expires after 14 days from the day on which you came into possession of the item or on which a third party other than the carrier and indicated by you came into possession of the item. Company:

Euphora Paese Sp. z o.o. (formerly: Euphora Spółka z ograniczoną odpowiedzialnością Sp. K.)
Online shop
Jawornik 510
32-400 Myślenice

Download TEMPLATE CONTRACT WITHDRAWAL FORM

In order to comply with the time limit to withdraw from the contract, you only need to send information regarding the exercise of your right to withdraw from the contract before the expiry of the time limit to withdraw from the contract. You will have to bear the costs of returning the item.

If you withdraw from this contract, we will refund to you all payments that we have received from you, including the costs of delivery (except for additional costs resulting from the method of delivery chosen by you other than the cheapest regular delivery method offered by us), immediately, and in any case not later than within 14 days from the day on which we learned about your decision to exercise the right to withdraw from this contract. The refund of payments will be made using the same payment methods that you used in the original transaction, unless you have expressly agreed otherwise; in any case, you will not incur any fees in connection with the refund. We may withhold the reimbursement until we receive the item or until we receive a proof that it has been sent back, whichever occurs first. Please send or return the item to us immediately and in any case not later than within 14 days from the day on which you informed us of your withdrawal from this contract. The time limit shall be considered complied with if you send the item back before the expiry of the time limit of 14 days. You are only responsible for reducing the value of the item resulting from using it in a different way than it was necessary to ascertain its nature, characteristics and operation.

Complaint

If the Consumer finds out that the product purchased does not comply with the contract, they have the right to lodge a complaint. The complaint should be made in writing or sent by e-mail and contain the following:

a)a description of the product complained about;
b) identification of the defects found;
c) the Customer’s request in connection with the complaint.

The complaint should be sent to the Seller’s mailing address:

Euphora Paese Sp. z o.o. (formerly: Euphora Spółka z ograniczoną odpowiedzialnością Sp. K.)
Online shop
Jawornik 510
32-400 Myślenice

or e-mail: shop@paese.eu

If the Customer requests bringing the product into conformity with the contract or withdraws from the concluded sales contract in whole or in part, they should enclose the product that is complained about with the complaint letter.

The Seller is obliged to provide a written response to the complaint within 14 days of its receipt, stating the reasons for its position.

We encourage you to use the complaint form that we have prepared, available at the link below.

Download Complaint form

Information on out-of-court resolution of disputes

If you make purchases as Consumers, you have the following rights:

a) you can apply for assistance to the relevant Municipal Consumer Ombudsman;
b)you can make a request for consideration of the dispute by the Permanent Consumer Arbitration Court operating at the relevant Voivodeship Inspectorate of Commercial Inspection;
c) you can apply to a competent voivodeship inspector of the Commercial Inspection regarding the initiation of mediation proceedings.

Please be advised that taking any further action based on your requests referred to above may depend on the Seller’s approval of a given dispute resolution method.

Furthermore, as Consumers, you have the right to use an out-of-court dispute resolution and claim exercise option in the form of the ODR (Online Dispute Resolution) interactive platform, in accordance with Regulation of the European Parliament and of the Council (EU) No 524/2013 of 21 May 2013 on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/EC.

The ODR platform is available at: http://ec.europa.eu/consumers/odr/

According to Article 1 of the above-mentioned Regulation, the ODR platform has been created to provide consumers with a tool facilitating the independent, impartial, transparent, effective, fast and fair out-of-court online resolution of disputes between consumers and traders within the territory of the European Union.

Our contact e-mail address: shop@paese.eu