Returns and complaints

Return

In order to return the purchased goods, the customer should, within 14 calendar days of receipt of the shipment, inform the Seller of his desire to return the purchase.

The statement can be sent, for example, by e-mail to hello@hooded.pl, writing “Return” in the subject line of the message.

Then, within 14 calendar days from the date of withdrawal from the sales contract, the customer is obliged to send back the purchased goods together with the proof of purchase or the
withdrawal form
to the address:

I&E Izabela Florek
Fr. Pavel Buhl 11
45-950 Opole. Poland

Refunds will be made within 14 calendar days from the date of receipt of the returned goods.

Complaint

The Customer may inform the Seller about the desire to file a complaint in any form, for example, by e-mail, sending a
statement
to hello@hooded.pl, please write the word “Complaint” in the subject line of the message.

The goods under complaint, together with a printed statement, should be sent to the address:

I&E Izabela Florek
Fr. Pavel Buhla 11
45-950 Opole, Poland

The complaint of the goods will be processed within 14 calendar days from the date of the complaint. The customer will be informed by e-mail about how the complaint of the goods will be handled.

§ 1 Rules for complaints under warranty

1. The Seller shall be liable under the warranty if the physical defect is discovered before the expiration of two years from the release of the Goods to the Entrepreneur. If the Goods have a defect, the Entrepreneur may demand:
   1. Repairs to the goods (statute of limitations expires after one year);
   2. Replacement of the goods with a new one (statute of limitations expires after one year);
   3. Price reductions;
   4. Withdrawal from the contract (making a return);
2. Formulation of warranty claims:
   • The letter should be addressed to the Seller;
   • proof of purchase must be provided (for example, confirmation of a payment transaction will also suffice);
   • It should be noted that the claim is by way of warranty.
   • describe the defect in detail with evidence of its occurrence (if possible);
3. Goods should be sent back at the expense of the Seller based on the previously agreed form of Delivery.
4. The seller has 14 days to respond to the complaint. If he fails to do so, the complaint is considered successful and the seller is obliged to apply the solution proposed by the buyer.

§ 2 Out-of-court ways of dealing with complaints and claims

1. Out-of-court procedures for handling complaints and pursuing claims, as well as the rules of access to these procedures, are available at the offices and on the websites of district (city) consumer ombudsmen, social organizations whose statutory tasks include consumer protection, Provincial Inspectorates of Trade Inspection and at the following Internet addresses of the Office of Competition and Consumer Protection:
   • http://www.uokik.gov.pl/spory_konsumenckie.php;
   • http://www.uokik.gov.pl/sprawy_indywidualne.php;
   • http://www.uokik.gov.pl/wazne_adresy.php.
2. The consumer has the following examples of out-of-court means of complaint handling and redress:
   • The consumer is entitled to apply to the permanent amicable consumer court referred to in Art. 37 of the Law of December 15, 2000. On Trade Inspection (Journal of Laws of 2014, item 148, as amended), with a request for settlement of a dispute arising from the Agreement concluded with the Seller.
   • The consumer is entitled to turn to the provincial inspector of the Commercial Inspection, in accordance with Art. 36 of the Law of December 15, 2000. on Trade Inspection (Journal of Laws of 2014, item 148, as amended), with a request to initiate mediation proceedings for the amicable settlement of a dispute between the Consumer and the Seller.
   • A consumer may obtain free assistance in resolving a dispute between him and the Seller, also using the free assistance of a district (city) consumer ombudsman or a social organization whose statutory tasks include consumer protection (such as the Consumer Federation, the Association of Polish Consumers).

3. ODR platform – submission of a complaint through the EU ODR online platform, available at the URL http://ec.europa.eu/consumers/odr/, in accordance with Regulation (EU) No. 524/2013 of the European Parliament and of the Council of May 21, 2013. on online consumer dispute resolution and amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC.

§ 3 Withdrawal from the Sales Agreement

1. Customer-Consumer and Consumer, who concluded the Sales Contract, may withdraw from it within 14 days without giving any reason. A statement of withdrawal must be submitted to the Seller. This statement may be submitted, for example, in writing to the address of the Seller, ie: I&E Izabela Florek, 11 Fr. Paweł Buhl Street, 45-950 Opole, or by e-mail to the Seller’s address, i.e..: hello@hooded.pl. The statement can also be submitted via a form available in the Online Store, under the tab – returns.
2. The Seller is obliged to immediately, no later than within 14 days from the date of receipt of the statement of the Consumer, or Entrepreneur with the rights of the Consumer, about withdrawal from the Sales Contract, return to him all payments made by him, including the cost of Delivery of the Goods to the Consumer, or Entrepreneur with the rights of the Consumer. The Seller may withhold reimbursement of payments received from the Consumer, or the Entrepreneur with the rights of the Consumer, until it receives back the Goods, or the Consumer, or the Entrepreneur with the rights of the Consumer, provides proof of return of the Goods, whichever event occurs first.
3. If the Consumer or Entrepreneur with the rights of the Consumer exercising the right of withdrawal has chosen a method of delivery of the Goods other than the cheapest ordinary method of delivery offered by the Seller, the Seller shall not be obliged to reimburse the Consumer or Entrepreneur with the rights of the Consumer for the additional costs incurred by him.
4. The Consumer or Entrepreneur with the rights of the Consumer is obliged to return the Goods to the Seller immediately, but no later than within 14 days from the day on which he withdrew from the Sales Agreement. To meet the deadline it is sufficient to send back the Goods to the Seller’s address before the deadline.
5. In the event of withdrawal, the Customer who is a Consumer or an Entrepreneur with the rights of a Consumer shall bear only the direct costs of return.
6. If, due to its nature, the Goods cannot be returned by mail in the usual manner, the Seller shall inform the Consumer and the Entrepreneur with the rights of the Consumer about the cost of returning the item on the Store’s Website.
7. The Consumer and the Entrepreneur with the rights of the Consumer shall be liable for any diminution in the value of the Goods resulting from the use of the Goods beyond what is necessary to ascertain the nature, characteristics and functioning of the Goods.
8. The Seller shall refund the payment using the same method of payment used by the Consumer or Entrepreneur with the rights of the Consumer, unless the Consumer or Entrepreneur with the rights of the Consumer expressly agreed to a different method of return that does not involve any costs for him.