Refund policy
Returns & Complaints Policy
1. Right of Withdrawal
Consumers have the right to withdraw from a distance sales contract without giving any reason within 14 days from the date of receiving the order.
To exercise the right of withdrawal, the Customer should send information about the return by e-mail to: dussi@tlen.pl .
The deadline is considered met if the Customer sends the information before the 14-day period expires.
2. Return of Products
The Customer is required to return the product no later than 14 days from the date of informing the Seller about the withdrawal from the contract.
The direct cost of returning the product is borne by the Customer.
The store does not provide prepaid return labels or organize return shipments. The Customer is responsible for arranging and shipping the return independently to the address provided by the Seller.
We do not accept parcels:
- sent cash on delivery (COD),
- sent directly to parcel lockers or pickup points without prior agreement.
Return address:
ul. Beskidzka 65A
34-120 Sułkowice
Poland
3. Condition of Returned Products
The Customer has the right to inspect the product only to the extent necessary to determine its nature, characteristics, and functioning.
The Customer is responsible for any diminished value of the product resulting from handling the product in a way that goes beyond what is necessary to establish its nature, characteristics, and functioning.
If the returned product shows signs of use beyond normal inspection, the Seller reserves the right to reduce the refund amount accordingly.
The right of withdrawal does not apply to:
- products made according to the Customer’s specifications or personalized orders,
- sealed products which are not suitable for return due to health or hygiene reasons once unsealed after delivery, where applicable.
4. Refunds
The Seller will refund all payments received from the Customer, including the cost of the cheapest standard delivery method offered in the store.
Refunds will be made no later than 14 days from the date the Seller receives information about the withdrawal from the contract.
The Seller may withhold the refund until the returned product has been received or until proof of return shipment has been provided, whichever occurs first.
Refunds will be issued using the same payment method used by the Customer unless otherwise agreed.
5. Complaints / Non-Conformity of Goods
The Seller is liable for the conformity of goods with the contract in accordance with applicable consumer protection laws.
If the product is defective or not in conformity with the contract, the Customer has the right to submit a complaint.
Complaints may be submitted by e-mail to: biuro@vashka.com.pl.
The complaint should include:
- order number,
- description of the issue,
- photos of the product, if possible.
The Seller will respond to the complaint within 14 days from the date of receipt.
If the complaint is accepted, the Seller will cover reasonable complaint-related costs, including return shipping costs.
6. Warranty
Products offered in the store are not covered by a commercial warranty provided by the manufacturer or the Seller.
The absence of a commercial warranty does not exclude or limit the Customer’s statutory rights under applicable consumer protection laws.
7. Seller Information
"DUSSI" Maciej Dusik
ul. Beskidzka 65A
34-120 Sułkowice
Poland
dussi@tlen.pl
+48 604 614 546