Returns and complaints

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Returns and complaints

1.      Returns:

1.1. Pursuant to the Act of March 2, 2000 on the protection of consumer rights and liability for damage caused by a dangerous product in force in the Republic of Poland (Journal of Laws of 2000 No. 22, item 271, as amended), a customer purchasing in The store as a consumer within the meaning of art. 221 of the Civil Code may withdraw from the contract of sale of Products without giving reasons within the statutory period from the date of product release (delivery of the parcel). To comply with this deadline, it is sufficient to send an appropriate statement before its expiry.

1.2. The statement available on the store’s website should be sent by e-mail to sales@kandu.toys or by registered mail to: K&U Group Sp. z o.o., Szczurawice 46, 63-440 Szczurawice or attach to the package with the returned goods.

1.3. The date of the e-mail or postmark determines whether the statutory deadline is met. In the statement, the customer should write that he withdraws from the purchase contract and provide the account number to which the Store should return the money.

1.4. The parcel should be sent to the following address: K&U Group Sp. z o.o., Szczurawice 46, 63-440 Szczurawice.

1.5. The package with the returned goods must be accompanied by PROOF OF PURCHASE – ORIGINAL OF FISCAL RECEIPT or invoice.

1.6. After the Store receives a statement of withdrawal from the contract and a package with the returned goods, the Customer shall be returned immediately, no later than within 14 days of delivery of the returned goods, the value constituting the value of the returned goods. 

2.      Complaints:

2.1. If the Customer finds a defect in the purchased goods, the Customer in accordance with the Act of 27 July 2002 on special conditions of consumer sales and amending the Civil Code (Journal of Laws 2002, No. 141, item 1176), has the right to request goods to the condition in accordance with the contract by free repair or replacement with a new one, unless the repair or replacement is impossible or requires excessive costs.

2.2. You should carefully check the purchased item before submitting it and in the event of a defect in the product purchased in the Store, the Customer is obliged to notify this Store to the email address: help@kandu.toys. Complaints submitted after submitting the product will not be considered.

2.3. In the notification, the Customer should accurately describe the defect, provide the date of purchase and specify his request. The customer in response will receive information about sending defective goods to the store. Please do not send the goods before receiving a response from our Store confirming receipt of the complaint.

2.4. The package with the advertised goods should be accompanied by PROOF OF PURCHASE – ORIGINAL OF THE FISCAL RECEIPT or invoice and sent to the following address: K&U Group Sp. z o.o., Szczurawice 46, 63-440 Szczurawice.

2.5. The store will respond to the customer’s request within 14 days from the date of submitting the complaint. Failure to comply with the client’s request within the above deadline means that his request is justified.

2.6. The company ensures that if necessary it will ask the customer to complete the complaint. Any additional inquiries or requests from the Company will only be for the good of the Customer and the best and fastest way to settle the complaint submitted by the Customer.

2.7. After positive consideration of the complaint, the Product will be replaced with a product free from defects, or repaired (according to the Customer’s request), and if this is not possible, the Customer will be able, at its own discretion, to withdraw from the sales contract and receive a refund of the price paid, or choose another Product from Store offers at a price corresponding to the price of the Product for which the complaint was made.

2.8. Shipping costs of the goods complained about are borne by the customer.

2.9. When the implementation of customer requests involves the delivery of new or repaired goods, all delivery costs are borne by the store.

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