Claims and returns
I. Claims
If the Goods purchased by you turned out to be defective or the performance of the contract was contrary to our Regulations, you can submit a complaint in any form you choose, e.g .:
a) in writing, using the one prepared by us
sent to the address of our office, i.e.
Cosmo Group Sp. z o.o. Sp. K.
ul. Jasielska 10 a,
60 - 476 Poznan
b) by email to the following address:
reklamacje@cosmogroup.pl
c) via the electronic complaint submission form, available at the link: www.reklamacje.cosmogroup.pl.
We prefer to submit a complaint via the electronic form, but the decision on which form to submit is yours.
If in doubt, you can contact us by phone at:
+48 612 502 448
As a seller, we are responsible for product defects if they are disclosed within 2 years of the date of the purchase or delivery contract in the case of a distance contract, as well as for any defects related to the performance of the contract.
In order to process your complaint submitted by e-mail, we recommend attaching the following data: name and surname, address, e-mail address, telephone number, subject of the complaint and order number, indicating your request, all circumstances justifying the complaint, date of finding the defect and if possible, defect pictures.
After submitting a complaint, you will receive from us detailed information about the next steps. If you are asked to send back the advertised product, remember to secure it in a way that prevents damage during transport. Please also attach a complaint form. If you are a consumer (you made a purchase that was not related to your business or professional activity), we take the cost of sending the advertised product to us.
We will respond to the complaint submitted within 14 days from the date of receipt of your message containing the content of the complaint or from the date of receipt of the complained goods, if its receipt is necessary to consider the complaint.
If, as a result of the verification of the goods, the complaint turns out to be justified, we will refund the shipping costs of the goods complained about.
When submitting a complaint, you have the right to choose the request:
- The right to reduce the purchase price.
- The right to withdraw from the purchase contract.
- The right to request that the defect be removed.
- The right to exchange goods for free from defects.
You can choose to exchange the product for one free of defects or to bring the product into compliance with the contract. In this situation, we will remove the defect or exchange the product for a defect-free product within a reasonable time, trying not to cause you excessive inconvenience. We take the costs of repair or replacement resulting from the acceptance of the complaint and therefore you will not incur any costs. We may not comply with your request to reduce the purchase price or to withdraw from the contract if we exchange the goods for free without defects immediately and without undue inconvenience. Instead of the solution we propose, you can request that the defect be removed or the product replaced with a non-defective one, indicating how to process the request. However, if the realization of such a claim proves impossible or would require excessive costs, compared to the method we propose, the request to remove the defect or exchange the product for one free from defects will not be implemented. If the goods have already been repaired or replaced and still do not comply with the contract, you can withdraw from the purchase contract and receive a refund.
Detailed information is available in the Act of 23 April 1964 of the Civil Code (consolidated text, Journal of Laws of 2018, item 1025, as amended).
II. Return without giving a reason - Withdrawal from the sales contract
If you purchased our goods through our online store as a Consumer (you made a purchase that was not related to your business or professional activity), you can withdraw from the purchase contract without giving a reason, within 14 days of receiving the goods.
In order to exercise this right, please send us a statement of withdrawal from the contract. You can send this statement in any way you choose, e.g .:
a) in writing to the address of our registered office, i.e.
Cosmo Group Sp. z o.o. Sp. K.,
ul. Jasielska 10 a,
60 - 476 Poznan
b) by email to the following address:
reklamacje@cosmogroup.pl
c) via the electronic withdrawal form available at:
ELEKTRONICZNy FORMULARZ ODSTĄPIENIA
You can create your own statement of withdrawal from the contract or use the one prepared by us, available at:
FORMULARZ ODSTĄPIENIA OD UMOWY
In order to comply with the abovementioned deadline for withdrawing from the contract, it is enough to send a statement in any form before this deadline.
After submitting a statement of withdrawal from the contract, this is considered void and the payments received from you will be refunded.
However, the refund will be made only after we receive the returned goods or provide proof of sending them back, whichever occurs first. Therefore, we kindly ask you to send the goods back immediately to the address of our office, indicated above, but no later than within 14 days from the date of submitting the declaration of withdrawal from the contract. The sooner we receive the returned goods, the sooner you will recover your money. Remember to protect the returned goods in a way that prevents them from being damaged during transport. In case of returning the goods, you will be forced to bear the shipping costs.
After completing the above, we will refund you all payments received from you under the Contract, no later than within 14 days of receiving the returned goods. The price for the returned goods will be refunded along with the shipping costs paid. However, if during the ordering process you chose a delivery method other than the cheapest, indicated on our website, we can only refund the costs of the cheapest form of delivery. We are not obliged to refund any additional costs incurred by you.
The refund will be made using the same means of payment that you used when concluding the contract, unless you have clearly indicated in the withdrawal form that the refund should take place in another way of your choice.
Remember that if you withdraw from the contract, you are responsible for reducing the value of the returned goods, which is the result of using it in a way that exceeds its use to check the nature, characteristics and properties.
Also remember that the right to withdraw from the contract does not apply to contracts for the purchase of goods that are sold in a sealed package, after opening of which the goods can no longer be returned due to health protection or hygiene reasons.
The right to withdraw from the contract is not granted to persons who purchased goods as an entrepreneur for purposes related to their business or professional activity.
Detailed information is contained in the Act of 30 May 2014 on consumer rights (i.e. Dz. U. of 2019, item 134), which is a consumer act regulating relations between the entrepreneur and the Consumer, i.e. a natural person making legal transactions with the entrepreneur , not related directly to its business or professional activity.