Returns and complaints

Withdrawal from the contract

If

A) you are a consumer

or

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

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

You may withdraw from the contract by submitting a declaration of withdrawal to us, e.g. by sending an e-mail to: biuro@cosmo24.eu.

Return the returned item to us without delay to the following address: ul. Hanki 17, 43-382 Bielsko-Biała , but not later than within 14 days from the day you withdraw from the contract.

You may withdraw from the contract within 14 days.

The 14-day withdrawal period shall begin:

in the case of a contract in which we deliver an item while being obliged to transfer its ownership - from the moment you take possession of the item or a third party other than the carrier indicated by you, and in the case of a contract that involves multiple items that are delivered separately, in batches or in parts - from the moment you take possession of the last item, batch or part by you or a third party other than the carrier indicated by you.

Sending your declaration before the deadline is sufficient to meet the deadline.

We shall reimburse the payment made by you, including the costs of delivery of the goods in accordance with the terms and conditions indicated in the Terms and Conditions, immediately, but no later than within 14 days of receiving your declaration of withdrawal.

We may withhold reimbursement of the payment received from you until we have received the item back or you have supplied evidence of having sent it back, whichever event occurs first.

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

• in which the object of the performance is a non-refabricated item produced to your specifications or intended to meet your individual needs;
• in which the object of the performance is a perishable item or an item with a short shelf life;
• in which the object of the performance is an item supplied in a sealed package which cannot be returned after opening for health or hygiene reasons, if the package has been opened after delivery;
• where the object of the performance is a sound or visual recording or computer software supplied in sealed packaging if the packaging has been opened after delivery.

Please refer to our Terms and Conditions of Sale for details on withdrawal.

Complaints

If you are a consumer, in case the goods purchased from us turn out to be defective, you have the right to make a complaint based on the warranty. The best way to lodge a complaint is by e-mail: biuro@cosmo24.eu or by post at the address ul. Hanki 17, 43-382 Bielsko-Biała.

Defective goods should be sent to the address: ul. Hanki 17, 43-382 Bielsko-Biała

In relation to the defect, you may demand:

• replacement of the item with a defect-free one,
• Remove the defect,

or make a declaration about:

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

We are liable to you for defects discovered before the expiry of two years from the date of delivery of the goods.

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

We will consider your complaint (respond to it) within 14 days of us receiving your complaint.

You can find more information about complaints in our Terms and Conditions of Sale.