Complaints and returns

Complaints and returns
Complaints and returns are accepted at:
RR Customs, ul. Ściegiennego 276, 25-116 Kielce
open: Monday-Friday (8: 00-16: 00)
tel: +48 508-144-377

Returns:
Pursuant to the Act of May 30, 2014 "On consumer rights", a customer who is a natural person, making a purchase for purposes not related to professional or business activity, may return the purchased goods without giving any reason within 14 days from the date of receipt of the shipment.
The return of the goods as part of the withdrawal from the contract is possible if:
the goods are complete
the goods are in their original, intact packaging
goods are returned unchanged
In case of resignation from the purchase, please send the returned goods to the following address:
RR Customs, ul. Ściegiennego 276, 25-116 Kielce
open: Monday-Friday (8: 00-16: 00)
tel: +48 508 144 377
with the annotation: "Return of goods"
You can also return the goods in person in the above point. Always remember to attach the proof of purchase and a declaration of withdrawal from the contract. An exemplary model withdrawal form is included in Annex 2 to the Consumer Rights Act.
IMPORTANT:
We do not accept any parcels sent to us as COD. The equivalent of the goods and the return costs resulting from the resignation from the purchase will be returned to you immediately after receiving the shipment, but not later than within 14 days.
Only a well-secured package guarantees the acceptance of the return.
Complaints:
If the received goods are defective, you have the right to exercise the rights specified in the product warranty. You can also make a complaint in the store under the warranty. In the event of a defect in the goods, you have the right to file a complaint within 2 (two) years from the date of delivery of the goods and 1 year from the date of finding the defect in the goods.
In this case, please send the defective goods to the following address:
RR Customs, ul. Ściegiennego 276, 25-116 Kielce
open: Monday-Friday (9 a.m. - 5 p.m.)
tel: +48 508 144 377
with the annotation: "Complaint of goods"
or leave it in person in the above point, along with the received proof of purchase and a description of the complaint.
The store will, no later than 14 days from the date of receipt of the shipment with defective goods, respond to the complaint and inform you about further proceedings.
If the complaint is accepted, the Store is obliged to deliver the goods without defects.
Under the terms of the Civil Code, you can choose between repairing the goods, replacing the goods with a defect-free one, lowering the price of the goods or withdrawing from the sales contract.
In the event of withdrawal from the sales contract, we will refund you the equivalent of the price of the goods.
The costs related to returning the advertised goods (economic package), the Store returns after considering the complaint.
IMPORTANT:
You have the right to check the condition of the package in the presence of the courier.
In the event of damage or tampering with the packaging, a damage report should be drawn up in the presence of the courier or postal worker. If you discover a damage that is not visible from the outside, you can report the situation to the shipping company or seller within 7 days. The damage report sent to the store along with the complaint will facilitate its consideration.
Guarantees:
Warranty - this is a complaint procedure offered by producers and distributors. Under the warranty, the goods under complaint are repaired by an authorized service center.
The ordered product is sent to you together with the proof of purchase (invoice or receipt) and the warranty card, which contains the warranty conditions. We kindly ask you to keep the proof of purchase (invoice or receipt) until the warranty expires, indicated in the warranty card or in the product description.
Warranty for physical defects:
This complaint procedure is provided for both natural persons and those who make purchases for purposes related to their professional or business activity. This right is due for 2 (two) years from the date of delivery of the goods and 1 year from the date of finding a defect in the goods. The store, no later than 14 days from the date of receipt of the shipment with the advertised goods, will respond to the complaint and inform you about further proceedings.
Refund:
In the event of circumstances obliging the Store to reimburse the amounts paid by the Customer to the Store, the refund is made as follows:
if the order was paid by card - the refund will be made directly to the card account
if the order was paid by electronic transfer - the refund will be made directly to the account from which we received the transfer
if the order was paid with the PayU system - the refund will be made directly to the PayU account
in the case of payment by traditional transfer, payment on delivery or when, for reasons beyond the control of the Store, identification of the bank account from which the payment was made is impossible (no possibility to refund the payment using the same method of payment), the refund will be made to the account indicated by the Customer by e-mail at based on an inquiry made by our store.