SexToyShop » Complaints and returns

RETURN PROCEDURE

1. You have 100 days to return the goods.

2. Send back the purchased product in undamaged condition and in its original packaging with all its contents. Also attach proof of purchase to the shipment (receipt or VAT invoice).

3. Attach a written statement to the shipment stating your willingness to return the product, as well as the account number to which the refund will be transferred. You do not have to provide a reason for the return.

Click HERE to download the WITHDRAWAL FORM. If you have any doubts, please contact us at the following e-mail address: info@sextoyshop.pl. We will provide you with tips on how to complete the return process quickly and smoothly.

4. Within 3 business days of receiving your shipment, we will check the condition of the delivered product (whether it shows no signs of use, whether it has been damaged or destroyed, whether it is in the original packaging with all its contents).

5. We accept returns only for unused, clean, odorless goods (e.g. perfumes, creams), not creased in the original packaging.

6. If there are no contraindications, the money will be refunded to the attached account number within 10 days from the date of checking the returned goods. If your return of the product is rejected (due to damage to the product or signs of use), we will send you information about the non-acceptance of the product return to the e-mail address provided. We will send the product back to the indicated return address within 14 business days, covering the shipping costs.

7. You send the returned goods at your own expense. We do not accept cash on delivery returns.

8. Please send returns to the following address: Comax Group Sp.zo.o., ul. 1 Maja 39, 71-627 Szczecin, Poland.

COMPLAINTS

1. In the event of a defect in the goods, the Buyer may complain about the defective goods on the basis of the warranty or guarantee regulated in the Civil Code, provided that a guarantee has been granted.

2. Using the warranty, the Buyer may, under the terms and within the deadlines specified in the Civil Code:

• Submit a declaration of price reduction

• In the event of a significant defect - submit a declaration of withdrawal from the contract

• Demand that the item be replaced with a defect-free one

• Demand removal of the defect

3. The Seller asks to submit complaints based on the warranty to the postal or electronic address indicated in § 2 of the Regulations.

4. If it turns out that in order to consider the complaint, it is necessary to deliver the complained goods to the Seller, the Buyer is obliged to deliver the goods, in the case of the Consumer, at the Seller's expense, to the address: ul. 1 Maja 39, 71-627 Szczecin, Poland.

5. If an additional warranty has been granted for the goods, information about it and its conditions is available in the product description in the Store.

6. Complaints regarding the operation of the Store should be sent to the e-mail address indicated in § 2 of the Regulations.

7. The complaint will be considered by the Seller within 14 days.

COMPLAINTS PROCEDURE

1. If you detect a defect in the goods, please contact us to arrange the terms of exchange or return of the purchased goods. (It is important to keep proof of purchase (receipt or invoice)).

2. Before receiving the parcel, always check whether it has not been damaged during transport. If the packaging has visible external damage, we recommend that you refuse to accept the shipment and then contact us at info@sextoyshop.com.

3. After paying the cash on delivery amount and confirming receipt of the parcel, it is possible to open the parcel in the presence of the courier - if any discrepancies are found, a discrepancy report is prepared, which constitutes the basis for a subsequent complaint. If the purchased goods turn out to have manufacturing defects or do not match the description, please follow the following complaint procedure:

Send us the product you want to complain about, attaching a written statement in which you describe the detailed reasons for the complaint, the form of compensation, as well as the return address and account number in case of requesting a refund for the complained goods. If you have any doubts, please contact us at the following e-mail address: info@sextoyshop.com. We will provide you with tips on how to file a complaint quickly and smoothly.

4. Within 14 days of receiving the shipment, we will inform you by e-mail or telephone about the result of the complaint procedure.

5. If the complaint is considered positively, within 7 business days from the date of the decision, we will compensate you for the costs incurred by: repairing the complained product, sending a new product, replacing it with another selected product or refunding the money for the goods and shipment. In case of payment by payment card, the refund will be made to the card.

6. If the complaint is deemed unjustified, we will provide you with a detailed justification for the decision and we will send back the complained product at our expense within 14 business days.

7. Return of products In accordance with applicable regulations, within 14 calendar days from the date of delivery of the ordered goods, you have the right to return them without giving reasons as part of withdrawal from the contract, in accordance with the general principles arising from the provisions on concluding distance contracts. This applies only to consumer sales, and therefore applies only to sales to a natural person who makes a purchase for purposes unrelated to professional or business activity. The customer loses the rights specified in the Act on specific conditions of consumer sales and on amendments to the Civil Code if, within two months from finding non-compliance of the goods with the contract will not notify the Store about this fact. To meet the deadline, it is sufficient to send a notice before its expiry. In the case of sales that do not constitute consumer sales, the provisions contained in Articles 556-576 of the Civil Code are excluded.

8. Please send returns to the following address: Comax Group Sp.zo.o., ul. 1 Maja 39, 71-627 Szczecin, Poland.

OUT-OF-JUDICIAL METHODS OF HANDLING COMPLAINTS AND SEEKING CLAIMS

If the complaint procedure does not bring the result expected by the Consumer, the Consumer may use, among others: With:

• Mediation conducted by the appropriate Provincial Trade Inspection Inspectorate, to which a request for mediation should be submitted. As a rule, the procedure is free of charge. The list of Inspectorates can be found here: https://www.uokik.gov.pl/wazne_adresy.php#faq595.

• Assistance from the locally competent permanent consumer arbitration court operating at the Provincial Inspectorate of the Trade Inspection, to which an application to consider the case before the arbitration court should be submitted. As a rule, the procedure is free of charge. The list of courts is available at: https://www.uokik.gov.pl/wazne_adresy.php#faq596.

• Free assistance from the city or district Consumer Ombudsman.

• Online ODR platform available at: https://ec.europa.eu/consumers/odr/.

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