Returns and Complaints

WITHDRAWAL FROM THE CONTRACT

Subject to paragraph 2, the Customer, being a Consumer or an Individual Entrepreneur, who has concluded a VEL LEES distance sales contract or a contract concluded outside the business premises, has the statutory right to withdraw from the contract within 30 days from the date of taking possession of the goods, without giving reasons and without incurring costs. In the case of withdrawal from a contract concluded at a distance or outside the business premises, the contract is considered not concluded.

In order to exercise the above-mentioned right, the Consumer or Individual Entrepreneur submits to VEL LEES a declaration of withdrawal from the contract, the template of which constitutes Appendix No. 1 to the regulations.

In the case of withdrawal from the contract in the manner indicated in § 14 sec.1 According to the Regulations, the Consumer or Individual Entrepreneur is obliged to return the completed attachment no. 1, the complete product showing no signs of use along with additional accessories that are an integral part of it - if they were included with the product (e.g., during promotional campaigns) and the purchase document, and in the absence of such, another document confirming the transaction made in the store VEL LEES - to VEL LEES at the following address:

VEL LEES
Orkana 5
36-020 Tyczyn
Poland

The right to withdraw from the contract does not apply to the Consumer or Individual Entrepreneur in cases specifically defined in Article 38 of the Act of May 30, 2014, on consumer rights, m.in. in the case where the subject of the service is a non-prefabricated item, produced according to the specifications of the Consumer or Individual Entrepreneur serving to meet their individualized needs.

VEL LEES refunds the Consumer or Individual Entrepreneur all payments made by the aforementioned persons no later than within 14 days from the day of receiving the statement from the Consumer or Individual Entrepreneur about withdrawing from the contract.

The Consumer or Individual Entrepreneur, exercising the statutory right to withdraw from the contract, bears only the direct costs of returning the item to VEL LEES.

VEL LEES may withhold the refund of payments received by the Consumer or Individual Entrepreneur until the item is received back or until the aforementioned persons provide proof of its return, depending on which event occurs first.

VEL LEES refunds the amount for the returned Goods, based on the content of the document confirming the purchase of the Goods from VEL LEES.

The Consumer or Individual Entrepreneur is responsible for the reduction in value of the Goods resulting from use beyond what is necessary to ascertain the nature, characteristics, and functioning of the Goods.

COMPLAINTS

VEL LEES is liable to the Consumer and Individual Entrepreneur for defects in the Goods based on warranty principles as specified in the provisions of the Civil Code.

Complaints regarding Goods ordered from the online store VEL LEES should be submitted to the email address: support@vellees.com

Submitting a complaint can be done using the complaint form available on the online store's website: Complaint-Form.

VEL LEES will respond to the reported complaints within 14 days from the date of their submission and will inform the Consumer or Individual Entrepreneur about the further course of action.

If the Product is defective, the Consumer or Individual Entrepreneur may submit a statement to reduce the price or withdraw from the contract, unless VEL LEES promptly and without excessive inconvenience to the aforementioned persons replaces the defective product with a non-defective one or removes the defect. This limitation does not apply if the Product has already been replaced or repaired by VEL LEES or VEL LEES has not fulfilled the obligation to replace the Product with a non-defective one or to remove the defect. The reduced price should remain in proportion to the price resulting from the contract, in which the value of the defective Product remains to the value of the non-defective Product. The Consumer or Individual Entrepreneur cannot withdraw from the contract if the defect is insignificant.

The Consumer or Individual Entrepreneur may instead of the proposed by VEL LEES removal of the defect demand the replacement of the Goods with defect-free ones or instead of the replacement of the Goods demand the removal of the defect, unless bringing the Goods into compliance with the contract in the manner chosen by the aforementioned persons is impossible or would require excessive costs compared to the method proposed by VEL LEES.

If the Goods have a defect, the Consumer or Individual Entrepreneur may demand the replacement of the Goods with defect-free ones or the removal of the defect. VEL LEES may refuse to comply with the request of the Consumer or Individual Entrepreneur if bringing the defective Goods into compliance with the contract in the manner chosen by the Consumer or Individual Entrepreneur is impossible or would require excessive costs compared to the other possible method of bringing the Goods into compliance with the contract. VEL LEES is liable under the warranty if the physical defect is found within two years.

The Consumer or Individual Entrepreneur exercising rights under the warranty is obliged to deliver the defective Goods to the address VEL LEES. In the case of repair of the Goods or their replacement with new ones, VEL LEES will reimburse the necessary costs incurred by the aforementioned persons, including the costs of delivering the Goods to VEL LEES, without delay, but no later than within 14 calendar days from the acceptance of the complaint.

In the event of a declaration of withdrawal from the contract or a price reduction, VEL LEES will refund the price paid by the Consumer or Individual Entrepreneur for the Goods, the shipping costs of the Goods to the aforementioned person, the incurred costs of delivering the Goods to VEL LEES, and other justified and necessary costs related to the complaint without delay, but no later than within 14 calendar days from the acceptance of the complaint.

The refund will be made using the same payment method that the Consumer or Individual Entrepreneur used, i.e.to the bank account from which the transfer for the Goods was made, or to the bank account linked to the payment or credit card used to pay for the Goods. In the event that the Consumer or Individual Entrepreneur paid for the Goods in cash upon delivery, the refund will be made to the bank account number provided by the Consumer or Individual Entrepreneur via the email form, which does not incur any costs for the Consumer or Individual Entrepreneur and requires their explicit consent.

Complaints regarding non-performance or improper performance of electronic payment services made using a payment card or other payment instrument should be directed to the bank that issued the payment card – in accordance with the provisions of the Act of August 19, 2011, on payment services (Journal of Laws No. 199, item 1175, as amended) and the Act of September 12, 2002, on electronic payment instruments (Journal of Laws No. 169, item1385 as amended).

Complaints regarding the provision of VEL LEES services via electronic means (in particular concerning technical issues and the functioning of the website: vellees.pl) Customers may submit via email (email address: support@vellees.com) along with a detailed description of the technical problem.

Liability VEL LEES towards a Customer who is not a Consumer or an individual Entrepreneur for warranty claims regarding physical and legal defects of goods, as referred to in Articles 556 k.c. – 576 k.c . , is excluded, and liability for improper performance or non-performance of the contract is limited solely to cases of intentional fault VEL LEES.

Complaints will be considered based on the content of the document confirming the purchase of goods from VEL LEES.