Complaints
Complaints procedure:
The Buyer may submit complaints to the Seller concerning the concluded Contract at the e-mail address kontakt@domowy-swiat.eu or in writing to the Seller's address (also given below). A correctly submitted complaint should contain at least:
- the Buyer's first name, surname, address and e-mail address,
- the date of conclusion of the Contract on which the complaint is based,
- the subject matter of the complaint, indicating the Buyer's request,
- all circumstances justifying the complaint.
- if a damaged product has been received — a photograph showing the damage.
If the data or information given in the complaint requires supplementing, before considering the complaint the Seller shall ask the person submitting the complaint to supplement it to the extent indicated.
- The Seller shall consider the complaint within 14 days of the date of its receipt in the correct form.
- The reply to the complaint is sent to the e-mail address provided by the Buyer or to the traditional postal address.
To this end, please send us a message: kontakt@domowy-swiat.eu
Returns
One of the products you ordered does not meet your expectations? Return it and you will receive your money back. We give you two ways to return products: Withdrawal from the contract and InPost Quick Returns.
- Withdrawal from the contract
When making a purchase with us, you are entitled, under Article 27 of the Act of 30 May 2014 on Consumer Rights, to the right to withdraw from a distance contract , without giving a reason and without incurring costs, with the exception of the costs specified in Articles 33 and 34 of the Act of 30 May 2014 on Consumer Rights.
The period for withdrawing from a distance contract is 100 days from the moment the item is handed over, and to meet the deadline it is sufficient to send the declaration before it expires.
Please send the letter or parcel with the products to be returned to the following address:
Swapni sp. z o.o.
F. Firlika 20/24
60-692 Poznań
2. InPost Quick Returns
Do you value convenience and simple solutions? That is exactly what InPost Quick Returns are. A few clicks are all it takes and you can send the return from the nearest Paczkomat. The cost of sending the parcel (15 zł) itself will be deducted from the price of the returned product, so you do not have to pay for the shipment separately.
InPost Quick Returns - how does it work?
- Go to the page https://szybkiezwroty.pl/DomowySwiat.
- Choose the parcel size and fill in the form. Fields marked with an asterisk are mandatory.
- In the "Description" field enter the names of the products being returned.
- Remember to state the reason for the return.
- Once you have filled everything in, click "I am returning the parcel".
- The next step is our acceptance of your notification.
- You will receive information about the acceptance by e-mail. In it you will also find your return code , which will be valid for 30 days.
- Write your return code on the parcel and you can send it from any Paczkomat.
- Remember to protect the parcel properly and the products you are returning. You can wrap them in bubble wrap or bubble paper. If necessary, place filler in the parcel.
- On the Paczkomat panel select: "I want to send a parcel", then "I have a sending/return code".
- The money for the returned products (less the cost of sending the parcel: 15zł) will as a rule be sent to you by the same method by which the order was originally paid for. If you want to choose a different method or change the details for the refund, then additionally enclose information about your preferred refund method in the parcel.
We hereby inform you that we apply a Code of Good Practice, that is, a set of rules of conduct, and in particular ethical and professional standards, referred to in Article 2 point 5 of the Act of 23 August 2007 on Counteracting Unfair Market Practices, as amended.
A Buyer who is a consumer has the option of using an out-of-court method of handling complaints and pursuing claims before the Permanent Consumer Arbitration Court in Poznań. Information on how to access the above-mentioned procedure and dispute resolution procedures can be found at the following address: www.uokik.gov.pl, in the „Resolution of consumer disputes” tab.
Wishing to make use of the possibility of amicable resolution of disputes concerning online purchases, the Consumer may also lodge a complaint, for example, via the EU ODR online platform, available at: http://ec.europa.eu/consumers/odr/