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Complaints and returns

  1. Withdrawal from the contract
    1. In the legal sense, a consumer has the right to withdraw from the sale of goods contract without giving any reasons (the so-called return of goods). The provisions on the consumer contained in this chapter apply to a natural person concluding a contract directly related to its business activity, as the content demonstrates that it is not of a professional nature for that person, particularly because of the subject matter of his business activity, which is reported under the Central Register and Economic Activity Information provisions.
    2. The right to withdraw from the contract is not available to the consumer in relation to contracts in which the subject of the service is an item delivered in a sealed package, which cannot be returned after opening the package due to health protection or hygiene reasons, if the package was opened after delivery.
    3. A consumer can withdraw from the contract after 14 days from the date on which the goods come into his or her possession, namely the date of delivery or personal pickup.
    4. To exercise the right to withdraw from the contract, the Consumer submits an unequivocal statement of withdrawal from the contract in one of the following ways:
      • Sending a postal letter to the following address: Cosibella Sp. z o. o. st. Mineralna 15 Building D3, 02-274 Warsaw
      • by sending an e-mail to: contact@skintra.eu
      • Completing and sending the model form "Withdrawal from the contract" (Annex No. 1 to these Regulations) to one of the addresses mentioned above.
      Each of the methods of sending the statement is acceptable and all have the same legal force. The choice depends solely on the Consumer.
    5. To meet the deadline to withdraw from the sales contract, it is enough for the Consumer to send information regarding withdrawal from the contract before the expiry of the 14-day period. The consumer is obliged to return the item to the Store immediately, but not later than 14 days from the date of withdrawal from the contract. To meet the deadline, it is enough to send back the item before it expires.
    6. Within 3 business days of receiving the package with the returned product, the Store will check whether the withdrawal from the contract has been submitted within the statutory period and the condition of the product (whether it is the product actually purchased in the Store, or whether there has been a decrease in the value of the item as a result of using it in a manner beyond necessity to establish the nature, characteristics and functioning of the item). After considering the withdrawal from the contract, the Store will immediately inform the Consumer about it.
    7. In the event of withdrawal from the sales contract, the received payments are returned to the Consumer, including the costs of delivering the goods to the Consumer (except for additional costs resulting from the method of delivery chosen by the Consumer other than the cheapest usual method of delivery offered by the store), no later than 14 days from the day the store was informed about the Consumer's decision to exercise the right to withdraw from the sales contract. The store may withhold the return of the payment until receipt of the item is given back the proof return is delivered, depending on which event occurs first.
    8. The refund will be made using the same payment methods that were used by the Consumer in the original transaction, unless the consumer expressly agreed to a different method of return, which does not involve any additional costs.
    9. If the return of the product is not accepted the Store will send information about not accepting the return of the product to the e-mail address provided. In such a situation, the Store will send the product back to the indicated return address, covering the cost of shipping.
    10. The goods should be sent to the following address: Cosibella Sp. z o. o. st. Mineralna 15 Building D3, 02-274 Warsaw.
    11. The return of the item may be made at the Consumer's choice by any company offering courier or postal services ensuring safe return of the goods. The cost of returning the goods is borne by the customer.
    12. Consumers are responsible for decreasing the value of the item when they use it in a manner different from the one necessary to determine its nature, characteristics, and function.
    13. The right to withdraw from a contract concluded off-premises or remotely is not entitled to the consumer in relation to contracts:
      1. for the provision of services, if the entrepreneur has fully performed the service with the express consent of the consumer, who was informed before the commencement of the service that after the performance of the service by the entrepreneur, the right to withdraw from the contract is not entitled;
      2. in which the subject of the service is an item that deteriorates quickly or has a short use-by date;
      3. in which the subject of the service is an item delivered in a sealed package, which cannot be returned after opening the package due to health protection or hygiene reasons, in case the package was opened after delivery;
      4. in which the subject of the service are items that are inseparably connected with other items after delivery, due to the nature of the products.
  2. Complaints about goods
    3. Consumer regulations
    1. The products for sale are new and defect-free. The store is liable in the event of product defects. Consumers may complain about items purchased in the online shop if a defect (including nonconformity of goods with the contract) is found within two years of delivery (subject to paragraph 4 of the regulations). In particular, the goods comply with the contract if they:
      1. description, type, quantity, quality, completeness and functionality, and in relation to goods with digital elements - also compatibility, interoperability and availability of updates;
      2. suitability for a specific purpose needed by the consumer, of which the consumer notified the entrepreneur at latest at the time of conclusion of the contract and which the entrepreneur accepted.
    2. Additionally, for the order to be considered compliant with the contract, the goods must:
      1. Be suitable for the purposes for which goods of this type are usually used, taking into account applicable laws, technical standards or good practices;
      2. Possesses such quantity and features, including durability and safety, and in relation to goods with digital elements - also functionality and compatibility, which are typical for goods of this type and which the consumer can reasonably expect, taking into account the nature of the goods, and a public assurance given by the entrepreneur, his legal predecessors or persons acting on their behalf, in particular in advertising or on the label, unless the entrepreneur demonstrates that:
        • Reasonably judging, did not know, and could not have known about the public assurance
        • prior to the conclusion of the contract, the public assurance was rectified in accordance with the conditions and in the same form as the public assurance was given, or in a comparable manner,
        • the public assurance did not influence the consumer's decision to conclude the contract;
      3. Be provided with packaging, accessories and instructions that can be reasonably expect to be provided by the customer;
      4. Correspond to and be of the same quality as the sample or model made available by the trader before the conclusion of the contract.
    3. The store is not responsible for the lack of conformity of the goods with the contract in the scope referred to in paragraph 1 or 2, if the consumer has been clearly informed that a specific feature of the goods deviates from the requirements of compliance with the contract referred to in paragraph 1 or 2, and if the consumer explicitly and separately accepted the lack of that specific feature of the goods at the latest at the time of the conclusion of the contract.
    4. The Store is responsible for the lack of conformity of the goods with the contract existing at the time of its delivery and revealed within two years from that moment, unless the expiry date of the goods, specified by the Store, its legal predecessors or persons acting on their behalf, is longer . The lack of conformity of the goods with the contract, which became apparent within two years from the moment of delivery of the goods, shall be presumed to have existed at the time of delivery, unless proven otherwise or the presumption cannot be reconciled with the nature of the goods or the nature of the lack of conformity of the goods with the contract.
    5. The parcel should be checked whether it has not been damaged in transport before collecting it. If the packaging has visible external damage, refusing to accept the shipment and then contacting the Store at the telephone number: +48 226022832 is recommended.
    6. If the goods are inconsistent with the contract, the consumer may demand reparation or replacement. If it is impossible or would require excessive costs for the store to bring the goods into conformity with the contract in the manner chosen by the consumer, the store may replace the goods when the consumer requests repair, or the entrepreneur may repair the goods when the consumer requests replacement. If repair and replacement are impossible or would require excessive costs for the Store, it may refuse to bring the goods into compliance with the contract. When assessing the excess of costs for the Store, all circumstances of the case are taken into account, in particular the significance of the lack of conformity of the goods with the contract, the value of the goods in accordance with the contract and excessive inconvenience for the consumer resulting from the change in the way of bringing the goods into conformity with the contract. The Store repairs or replaces it within a reasonable time from the moment the Store was informed by the consumer about the lack of compliance with the contract, and without undue inconvenience to the consumer, taking into account the nature of the goods and the purpose for which the consumer purchased them. The costs of repair or replacement, including in particular the costs of postage, transport, labor and materials, are borne by the Store. The consumer provides the Store with the goods that are subject to repair or replacement. The store collects the goods from the consumer at its own expense. The consumer is not obliged to pay for the normal use of the goods that were subsequently replaced.
    7. If the goods are non-conforming with the contract, the consumer may submit a statement of price reduction or withdrawal from the contract n the following situations:
      1. The store refused to bring the goods into compliance with the contract
      2. The store did not bring the goods to compliance with the contract
      3. the lack of conformity of the goods with the contract continues, even though the Store has tried to bring the goods into conformity with the contract;
      4. the lack of conformity of the goods with the contract is significant enough to justify a price reduction or withdrawal from the contract without prior use of the protection measures specified in the regulations,
      5. it is clear from the Store's statement or circumstances that it will not bring the goods into conformity with the contract within a reasonable time or without excessive inconvenience to the consumer.
      6. Accordingly, the price reduction must bear a proportional relationship with the contract price, so that the non-conforming goods remain equal to the contract goods. Stores will return the amounts due to the consumer as soon as they receive the consumer's statement about the price reduction, not later than 14 days after exercising their right to reduce prices. Insignificant inconsistencies between the goods and the contract preclude the consumer from withdrawing from it. Lack of conformity of the goods to the contract is presumed to be significant. When the lack of conformity concerns only some of the goods supplied under the contract, the consumer may withdraw from the contract only in respect of those goods and in respect of other goods purchased by the consumer together with the non-conforming goods, if he or she cannot reasonably be expected to retain only the goods in accordance with the contract. In the event of withdrawal from the contract, the consumer immediately returns the goods to the Store at his expense. Within 14 days of receipt of the goods or proof of return, the store refunds the consumer's price. Unless the consumer has expressly agreed to a different return method that does not involve any costs for him, the store refunds the price using the same method of payment used by the consumer.
    8. Deviation from the warranty conditions set out in the advertisement to the detriment of the consumer is ineffective, unless the warranty statement made in the advertisement before the conclusion of the contract has been rectified in accordance with the conditions and in form the advertisement was carried out, or in a comparable manner. The durability guarantee may not provide for repair or replacement conditions less favorable to the consumer than those specified in the regulations.
    9. If the purchased goods turn out to have defects or are inconsistent with the contract, please follow the complaint procedure below: the method of handling the complaint, as well as the return address and the account number to which the refund will be made (depending on the decision made by the store).
    10. If the complaint is approved, we will compensate for the costs incurred within 7 working days from the date of the decision. Compensation may include repair or replacement of the advertised product, sending a new copy of the product, or issuing a refund.
    11. If the complaint is not approved, we will provide a detailed justification and return the goods within 14 working days at the expense of the Store.
    12. A complaint may be submitted by post to the following address: Cosibella Sp. z o. o. st. Mineralna 15 Building D3, 02-274 Warsaw or by e-mail to contact@skintra.eu
    13. In the case of a complaint, the goods should be sent to the following address: Cosibella Sp. z o. o. st. Mineralna 15 Building D3, 02-274 Warsaw. The "Complaint of goods'' form (constituting Appendix 2 to these Regulations) may be used to submit a complaint. You can also submit a complaint without using this form.
    14. The store will consider the complaint within 14 days and inform the customer about how to settle it by e-mail or by phone.
    Regulations concerning entrepreneurs
    1. The subject of the sale are new products, without defects. In the event of product defects, the store is liable for the defects. Each item purchased in the online store may be complained about, in accordance with the regulations, if the defect of the item (including non-conformity of the goods with the contract) is found within two years of its release. The store will consider the complaint within 14 days and inform the customer about how to settle it by e-mail or by phone.
    2. If the complaint is approved, non-consumer clients will be reimbursed for the intentional costs of sending the defective goods to the store. To receive the refund, a copy or scan of the proof of incurred costs should be sent to the email address: contact@skintra.eu.
    3. If the purchased goods have defects or are inconsistent with the contract, please follow the complaint procedure below: the method of handling the complaint, as well as the return address and the account number the refund should be made (depending on the decision made by the store). The customer who exercises the rights under the warranty is obliged to deliver the defective item at the expense of the Store, the cost will be refunded after sending proof of sending the goods.
    4. If the complaint is considered positively, within 7 working days from the date of making the decision, we will compensate for the costs incurred by: repair or replacement of the advertised product, sending a new copy of the product or refund.
    5. If the complaint is considered negatively, we will provide a detailed justification for the decision and within 14 working days, the goods will be sent back to the address the complaint was sent from at the customer's expense.
    6. A complaint may be submitted by post to the following address: Cosibella Sp. z o. o. st. Mineralna 15 Building D3, 02-274 Warsaw or by e-mail to zamowienia@cosibella.pl.
    7. In case of a complaint, the goods should be sent to the following address: Cosibella Sp. z o. o. st. Mineralna 15 Building D3, 02-274 Warsaw. The "Complaint of goods" form (constituting Appendix 2 to these Regulations) may be used to submit a complaint. You can also submit a complaint without using this form.
    8. The store is released from liability under the warranty if the customer knew about the defect at the time of concluding the contract. When the subject of sale are items marked only for the species or items to be created in the future, the Seller is released from liability under the warranty if the Customer knew about the defect at the time of delivery of the item. The store is liable under the warranty for physical defects that existed at the time the danger passed to the buyer or resulted from a cause inherent in the item sold at the same time.
    9. In the case of entrepreneur-to-entrepreneur sales, the Customer loses the warranty rights if:
      1. the item was not examined in time and in the manner prescribed for such items, and the Store was not notified immediately of the defect.
      2. The Customer did not notify the Store immediately after discovering the defect if it came to light later.
    10. If only certain sold items are defective and can be separated from items free from defects, without damage to both parties, the Customer's right to withdraw from the contract is limited to defective items.
    11. After one year, counting from the date that the defect was discovered, claims for removal of a defect or replacement with a defect-free item expire.
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