Returns and complaints

Withdrawal from the contract

If you are a consumer, you are generally entitled to the right to withdraw from a distance contract .

You can withdraw from the contract by submitting a notice to us declaration of withdrawal from the contract e.g. via e-mail sent to: ebok@activlab.pl

You can withdraw from the contract within the time limit 14 days .

The fourteen-day period for withdrawal from the contract begins:

  • for a contract in which we hand over an item and are obliged to transfer its ownership - from the moment you take possession of the item or a third party designated by you other than the carrier,
  • for digital content - from the date of conclusion of the contract.

To meet the deadline, it is sufficient to send the declaration before its expiry.

Return the returned item to us immediately at the following address: Targowisko 553, 32-015 Kłaj , but no later than within 14 days from the date on which you withdrew from the contract.

We will refund your payments, including the costs of delivering the goods as specified in the regulations, immediately, but no later than 14 days from the date of receipt of your declaration of withdrawal from the contract.

We may withhold reimbursement of any payment received from you until we have received the goods back or you have provided evidence of having sent back the goods, whichever is the earlier.

Please remember that the right to withdraw from a distance contract does not apply to the consumer in the following cases, among others:

  • in which the subject of the provision is a non-prefabricated item, manufactured according to the consumer's specifications or serving to meet his individual needs ,
  • in which the subject of the provision is a thing that spoils quickly or having a short shelf life,
  • in which the subject of the service is an item delivered in a sealed package, once the packaging has been opened, it cannot be returned for health protection or hygiene reasons if the packaging has been opened after delivery,
  • in which the subject of the provision is audio or video recordings or computer programs delivered in a sealed package , if the package has been opened after delivery
  • for the supply of digital content that is not recorded on a tangible medium , if the performance of the service has begun with the express consent of the consumer before the expiry of the withdrawal period and after the entrepreneur has informed the consumer of the loss of the right to withdraw from the contract.

Detailed information on withdrawal from the contract can be found in our Sales Regulations.

Complaints

If a product purchased from us proves to be defective, you have the right to file a warranty claim. It's best to submit a complaint via email to: ebok@activlab.pl or by post to the following address: Walerego Sławka 3A, 30-633 Kraków.

Due to the defect, you may request:

  • replacement of the item with a defect-free one,
  • removal of the defect,

or submit a declaration of:

  • price reduction,
  • withdrawal from the contract – in the event of a significant defect.

We are liable to you for defects discovered within two years from the date of delivery of the item.

As a rule, you can file a complaint report within one year of noticing the defect , but the time for filing a complaint cannot end before the seller's liability period expires.

Your complaint will be considered (resolved) within 14 days from the date we receive your complaint.

More information about complaints can be found in our Sales Regulations.

The goods subject to complaint should be sent to the following address: Targowisko 553, 32-015 Kłaj