Returns and Complaints
Your satisfaction is very important to us. If the purchased product does not meet your expectations or turns out to be defective, you can exercise the right of withdrawal or file a complaint.
Product return
A consumer has the right to withdraw from a distance agreement without giving a reason.
You have 14 days from the date of receiving the product to submit a withdrawal statement.
To make a return:
- Send a statement of withdrawal from the agreement.
- Send the product back within the next 14 days.
- Include the order number or proof of purchase.
The product should be sent back to the address:
Nor-Nik Zakład Usługowo-Produkcyjny Ewelina Lewandowska
ul. Hugo Kołłątaja 3B/29
87-162 Lubicz Górny, Poland
Important information
- The cost of returning the product is borne by the buyer.
- The product should be returned complete and properly secured for transport.
- The refund will be made no later than 14 days after receiving the withdrawal statement.
- We may withhold the refund until we receive the returned product or confirmation of its dispatch.
You may examine the product to the extent necessary to assess its nature, characteristics and functioning. Using it beyond what is needed for an ordinary check may reduce the value of the returned goods.
Complaints
If the purchased product has a physical or legal defect, you can file a complaint.
You can submit a complaint:
- by e-mail: stoldopaczek@gmail.com,
- by phone: +48 660 335 247,
- via the contact form,
- by post to the company's registered address.
A complaint should include:
- first and last name,
- contact details,
- the order number or proof of purchase,
- a description of the defect,
- the date the problem was noticed,
- the expected way of resolving the complaint.
If possible, it is worth attaching photos or videos showing the fault.
We handle complaints within 14 calendar days of their receipt.
If the complaint is accepted, we cover the transport costs of the defective product.
Possible ways of resolving a complaint
Depending on the type of claim, the complaint may be resolved by:
- repairing the product,
- replacing the product with a new one,
- reducing the price,
- withdrawal from the agreement and a refund, if the defect is significant.
Statutory liability and warranty
Statutory liability for defects is a consumer's legal right and applies regardless of the warranty.
Statutory liability
- arises from the applicable law,
- applies automatically to every consumer.
Warranty
- is a voluntary commitment of the manufacturer or seller,
- its terms are set out in the warranty document.
You can use both statutory liability and the warranty – the choice is yours.
Detailed information can be found at:
/en/warranty
Frequently asked questions
Can I return a product without giving a reason?
Yes. A consumer has the right to withdraw from a distance agreement within 14 days of receiving the product.
When will I receive my refund?
We issue refunds no later than 14 days after receiving the withdrawal statement. However, we may withhold payment until we receive the product or confirmation of its dispatch.
Do I need to include proof of purchase?
It is not mandatory, but the order number or proof of purchase significantly speeds up the handling of the claim.
Can I file a complaint by e-mail?
Yes. It is the fastest form of contact and the recommended way of filing complaints.
Additional information
Returns and complaints are governed by the provisions of:
- the Consumer Rights Act,
- the Civil Code,
- other applicable provisions of Polish law.
In the event of a dispute, you may also use out-of-court dispute resolution methods, including the European ODR platform:
https://ec.europa.eu/consumers/odr
Contact
If you have any questions about returns or complaints, contact us.
- E-mail: stoldopaczek@gmail.com
- Phone: +48 660 335 247