Complaints and returns

Returns, Complaints, Warranty and Right of Withdrawal Policy

Right of Withdrawal

In accordance with applicable EU consumer protection rules, a Consumer has the right to withdraw from a distance contract without giving any reason within 14 days from the day on which the goods are received.

To exercise this right, the Customer must send a clear statement of withdrawal by e-mail to kontakt@safeandsound.pl or by post to the Seller’s address. To meet the withdrawal deadline, it is sufficient to send the statement before the 14-day period expires.

The returned goods must be sent back without undue delay and no later than 14 days from the date on which the Customer informed us of the withdrawal.

The Customer has the right to inspect the goods to the extent necessary to establish their nature, characteristics and functioning. The Customer is liable only for any diminished value of the goods resulting from handling beyond what is necessary for that purpose.

Returned goods should be sent back complete, together with all items originally included in the product. For safe transport, we recommend securing the returned goods properly before shipping.

The direct cost of returning the goods is borne by the Customer, unless otherwise stated by the Seller before the purchase.

Refunds will be made without undue delay and no later than 14 days from the day we receive the withdrawal statement. We may withhold the refund until we have received the goods back or until the Customer has supplied evidence of having sent them back, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction, unless the Customer expressly agrees otherwise and does not incur any additional cost.

We will also refund the cost of the least expensive standard delivery method offered in the Store.

The right of withdrawal does not apply where excluded by law, in particular for goods made to the Customer’s specifications or clearly personalised goods.

Returns and Exchanges

If the Customer wishes to return goods or request an exchange, we recommend contacting us first at kontakt@safeandsound.pl so we can assist quickly and provide the correct return details. However, contacting us in advance is not a condition for exercising the statutory right of withdrawal.

Exchanges are handled individually, depending on product availability and agreement with the Seller.

If the replacement item is more expensive, the Customer will be required to pay the difference.

Unless otherwise agreed, the Customer bears the cost of sending goods back for an exchange and the cost of shipping the replacement item.

Warranty

Some products sold by Safe and Sound may be covered by a commercial warranty.

If a warranty applies, its scope, duration and conditions are specified in the product description, warranty statement, or information supplied with the product.

A commercial warranty is separate from, and does not exclude or limit, the Customer’s legal rights arising from lack of conformity of the goods with the contract.

If you wish to make a warranty claim, please contact us at kontakt@safeandsound.pl and include proof of purchase together with a description of the problem.

For faster handling, we recommend keeping your invoice, receipt or other proof of purchase, although a complaint is not invalid solely because a receipt is missing if the purchase can be demonstrated in another way.

Complaints

If a product is faulty, damaged, incomplete, or not in conformity with the contract, the Customer may submit a complaint by e-mail to kontakt@safeandsound.pl or by post to the Seller’s address.

To help us process the complaint more efficiently, the complaint should include the order number, a description of the issue, and photographs where possible. Failure to provide this information does not prevent the complaint from being submitted.

For Consumers, the Seller is liable for any lack of conformity that exists at the time of delivery and becomes apparent within 2 years from delivery, unless mandatory law in the Consumer’s country of residence provides greater protection.

If the goods are not in conformity with the contract, the Customer may request repair or replacement and, in cases provided by applicable law, may also request a price reduction or withdraw from the contract.

Complaints will be reviewed within 14 days of receipt, and the Customer will be informed of the outcome.

If a complaint is accepted, the product may be repaired, replaced, or refunded, depending on the circumstances and the remedies available under applicable law.

If an order is incomplete, the missing items may be sent separately after verification or the matter may be resolved in another appropriate way.

Non-Returnable Items

The right of withdrawal does not apply to items excluded by applicable law, including in particular:
customised or personalised products,
goods made to the Customer’s specifications,
and any other items for which the right of withdrawal is excluded under mandatory law.

Refunds

Refunds are issued using the same payment method used for the original transaction, unless the Customer expressly agrees to another method that does not involve any additional cost.

If the Customer expressly requests it and the Seller agrees, a store credit or gift voucher may be issued instead of a monetary refund. This does not affect the Customer’s statutory rights where a cash refund is required by law.

Return Shipping Responsibility

Unless otherwise stated in the offer or required by law, the Customer bears the direct cost of returning goods in the event of withdrawal.

If the return or complaint results from our error, for example because the item is defective, damaged, incomplete, or incorrect, we will handle the matter in accordance with applicable law and the accepted complaint outcome.