Returns and complaints
Complaints
Any complaints related to the goods or the performance of the sales contract may be submitted by the customer
in any form. We prefer written form to the following address: Jan Cupicha Jewelry Company ul. Wałowa 6, 33-300 Nowy Sącz or by e-mail to the following address: sklep@cupicha.pl In case of any doubts, the customer can contact us by phone: +48 18 442 25 34 (ext. 22).
In order to process your complaint efficiently, we recommend that you include the following information in your complaint: name and surname, address, e-mail address, telephone number, subject of complaint and order number (if possible), together with an indication of the customer's request, all circumstances describing the defect, the date the defect was discovered and, if possible, photos of the defect.
Within 14 days from the date of the request containing the complaint, we will respond to the complaint.
If the product is defective, the customer may:
- make a declaration of a price reduction or withdrawal from the sales contract, unless we manage to replace the defective goods with defect-free goods or remove the defect immediately and without excessive inconvenience to the customer. This limitation does not apply if the goods have already been replaced or repaired by us or if we have not fulfilled the obligation to replace the goods with defect-free goods or remove the defects. Instead of the removal of the defect proposed by us, the customer may request the exchange of the goods for defect-free goods or, instead of the replacement of the goods, request the removal of the defect, unless bringing the goods into conformity with the contract in the manner chosen by the customer is impossible or would require excessive costs compared to the method proposed by us.
- demand the replacement of the defective goods with defect-free goods or the removal of the defect. We are obliged to replace the defective goods with defect-free goods or remove the defect within a reasonable time without excessive inconvenience to the customer. However, we may refuse to satisfy the customer's request if it is impossible to bring the defective goods into conformity with the sales contract in the manner chosen by the customer or, in comparison with another possible way of bringing the defective goods into conformity with the sales contract, it would require excessive costs. The costs of repair or replacement shall be borne by us.
The customer who exercises warranty rights is obliged to deliver the defective item to the following address: Jan Cupicha Jewelry Company 33-300 Nowy Sącz ul. Wałowa 6. In the case of a customer who is a consumer, the cost of delivery is covered by us.
We are liable under the warranty if a physical defect is discovered within two years of delivery of the goods to the customer.
Returns
Withdrawal from the sales contract
A customer who is a consumer who has made a purchase in our online store may, within 14 days of receiving the goods, withdraw from the concluded sales contract without giving any reason.
The consumer may withdraw from the sales contract by submitting a declaration of withdrawal to us.
This declaration may be submitted, for example, in writing to the following address:
Jan Cupicha Jewelry Company 33-300 Nowy Sącz ul. Wałowa 6
or by e-mail to the following address: e-mail sklep@cupicha.pl
To meet the deadline, it is sufficient to send the declaration before it expires.
The consumer is obliged to return the goods to us immediately, but no later than within 14 days from the date on which he withdrew from the sales contract. To meet the deadline, it is sufficient to send the goods to our address before the deadline expires.
We are obliged to immediately, no later than within 14 days from the date of receipt of the consumer's declaration of withdrawal from the sales contract, return all payments made by him, including the cost of delivering the goods to the consumer. However, we may withhold the return of payments received from the consumer until we receive the goods back or the consumer provides proof of sending the goods back, depending on which event occurs first.
If a consumer exercising the right of withdrawal has chosen a method of delivery other than the cheapest standard delivery method offered by us, we are not obliged to reimburse the consumer for the additional costs incurred by him.
In the event of withdrawal, the consumer shall bear only the direct costs of returning the goods.
The Consumer is liable for any reduction in the value of the Goods resulting from their use in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the Goods.
We will refund the payment using the same method of payment that the consumer used, unless the consumer has expressly agreed to a different method of refund that does not involve any costs for them.