Returns & Complaints

Returns and complaints

Withdrawal from the contract

A) you are a consumer

B) you are an individual, and the contract you concluded with us after December 31, 2020 is directly related to your business, but is not of a professional nature for you

- as a rule, you have the right to withdraw from a contract concluded at a distance.

You can withdraw from the contract by submitting a statement of withdrawal to us, e.g. by sending an email to: export@startrade.pl

Return the returned item to us immediately to the address: 11 Zuchów Street, 43-200 Pszczyna , but no later than within 14 days from the day you withdraw from the contract.

You may withdraw from the contract within 14 days.

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

for a contract in which we issue an item, being obliged to transfer its ownership - from the taking of possession of the item by you or a third person indicated by you other than the carrier, and in the case of a contract that includes multiple items that are delivered separately, in batches or in parts - from the taking of possession of the last item, batch or part by you or a third person indicated by you other than the carrier.

To meet the deadline it is sufficient to send the statement before its expiration.

We will return the payments made by you, including the cost of delivery of the item under the terms and conditions indicated in the Terms and Conditions, immediately, but no later than within 14 days from the date of receipt of your statement of withdrawal from the contract.

We may withhold reimbursement of the payment received from you until we receive the item back or you provide proof of its return, whichever event occurs first.

Remember that you do not have the right to withdraw from a contract concluded at a distance, among other things, in relation to a contract:

in which the subject of performance is a non-refabricated item, produced to your specifications or serving to meet your individual needs;
in which the subject of the performance is an item subject to rapid deterioration or having a short shelf life;
in which the subject of the performance is an item delivered in a sealed package that cannot be returned after opening the package for health or hygienic reasons, if the package has been opened after delivery;
in which the subject of performance is sound or visual recordings or computer programs delivered in sealed packaging, if the packaging has been opened after delivery.

For details on cancellation, please refer to our Terms and Conditions of Sale.

Complaints

If you are a consumer, in case the goods purchased from us turn out to be defective, you have the right to complain about them under the warranty. It is best to submit a complaint to the e-mail address: export@startrade.pl or by mail to M. Zuchów 11 Street, 43-200 Pszczyna.

The defective goods should be sent to the address: 11 Zuchów Street, 43-200 Pszczyna

In connection with the defect you may demand:

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

or make a statement about:

price reduction,
withdraw from the contract - in the case of a material defect.

We are liable to you for defects discovered before the expiration of two years from the date of issue of the item.

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

We will consider your complaint (respond to it) within 14 days from the date we receive your complaint.

For more information on complaints, please refer to our Terms of Sale.