Returns and Complaints
Returns and complaints
You are entitled to a return within 14 days. You will receive a refund, depending on the payment method used, to your account or via a refund transaction through the selected service within 14 days from the date the goods are returned. A condition for accepting a return is that the returned item must be unused. Shipping of the returned goods is at the expense of the sender, using any carrier (courier, post).
RETURNS
In accordance with applicable regulations, a customer making a purchase at a distance, outside of the Pekalla stationary showroom, has the right to withdraw from the sales contract and return the goods without providing a reason.
The deadline for withdrawing from the sales contract expires after 14 days from the day you receive the shipment containing the ordered goods.
Instructions for returning goods:
To exercise the right of withdrawal from the sales contract, within 14 days of receiving the shipment with the goods you ordered, you must inform the seller of your decision to withdraw from the sales contract by means of an unequivocal statement (e.g., by sending a form with your full name, order number, and information on which products you wish to return.
To meet the deadline for withdrawal, it is sufficient for you to send information regarding the exercise of your right of withdrawal from the sales contract before the withdrawal period has expired.
You must return the goods within 14 days from the day you sent the statement of withdrawal from the sales contract and the intention to return the ordered goods.
Shipping via courier:
a) Carefully pack the products you want to return to ensure they are not damaged during transport. You can use the shipping box in which you received the order, or any other.
– Include the printed and completed return form in the box.
b) Send the products.
Return address:
PEKALLA E. Pękała, Ł. Pękała Spółka Cywilna Aleja Warszawska 239, 39-400 Tarnobrzeg
With the note: “RETURN”.
Please be advised that the returned goods must not show any signs of use. They should be in the manufacturer's original packaging. When shipping the returned goods, please secure the package carefully so that it is not damaged or destroyed during transport.
The refund of payments made by you will be processed immediately, and in any case, no later than 14 days from the day we receive your statement of withdrawal from the sales contract.
The refund will be made using the same payment methods that you used in the original transaction, unless you have expressly agreed otherwise. In any case, you will not incur any fees in connection with this refund.
The seller may withhold the refund of payments received from you until the returned goods are received back or until you provide proof of having sent the goods back.
COMPLAINTS
To file a complaint, please follow the instructions below:
A complaint can be filed, among other ways, by completing a complaint form and sending it together with the product and proof of purchase, or by submitting the complaint in person at the Pekalla showroom.
The completed form, or a statement regarding the submitted complaint, should be printed and signed.
Please send the complained goods along with the completed complaint form or statement to the following address: Al. Warszawska 239, 39-400 Tarnobrzeg with the note: “COMPLAINT”, or submit them in person at the Pekalla showroom.
The complaint will be processed within 14 days from the date the complained product and the completed form are delivered to Pekalla. You will be notified of the decision by email or phone.
In the case of shipping goods purchased in the Online Store, the product will be sent back to the address provided during the order placement.
The seller informs you about the possibility of using out-of-court complaint handling procedures, e.g., by submitting a request for mediation or a request for the case to be heard by an arbitration court after the complaint process has ended (the request form can be downloaded at https://uokik.gov.pl/download.php?plik=6223). A list of Permanent Consumer Arbitration Courts operating under the Provincial Inspectorates of Trade Inspection is available on the website: https://uokik.gov.pl/wojewodzkie_inspektoraty_inspekcji_handlowej.php#faq596. Out-of-court settlement of claims after the complaint process is free of charge. For a Customer who is a consumer and wishes to use out-of-court dispute resolution, there is an additional option to file a complaint via the EU online ODR platform, available at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage.
If you have any additional questions regarding complaints, please contact our Sales Specialist: