Returns and Complaints

Return and complaint policy of the online shop: ‘369pouches.com’ (valid until 10.10.2024r. 23:59)

I. General Provisions

1. This Return and Complaint Policy, hereinafter referred to as the “Policy“, defines the rules for submitting and handling complaints and returns of Goods purchased in the Online Store 369pouches.com.
2. The terms used in this Policy have the meanings assigned to them in the Terms of Use of the Online Store 369pouches.com.

II. Right of Withdrawal

1. The Consumer has the right to withdraw from the contract concluded with the Seller without giving any reason within 14 days from the date of delivery of the Goods.
2. To exercise the right of withdrawal, the Consumer must inform the Seller of their decision to withdraw from the contract by an unequivocal statement (e.g. a letter sent by post or email).
3. The Consumer may use the withdrawal form provided by the Seller, but it is not obligatory.
4. To meet the withdrawal deadline, it is sufficient for the Consumer to send the communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.
5. In case of withdrawal, the Seller shall reimburse all payments received from the Consumer, including the costs of delivery (with the exception of the supplementary costs resulting from the Consumer’s choice of a type of delivery other than the least expensive type of standard delivery offered by the Seller), without undue delay and in any event not later than 14 days from the day on which the Seller is informed about the Consumer’s decision to withdraw from the contract.
6. The Seller will carry out the reimbursement using the same means of payment as used by the Consumer for the initial transaction, unless the Consumer has expressly agreed otherwise; in any event, the Consumer will not incur any fees as a result of such reimbursement.
7. The Seller may withhold reimbursement until receipt of the Goods back or until the Consumer has supplied evidence of having sent back the Goods, whichever is the earliest.
8. The Consumer shall send back the Goods or hand them over to the Seller without undue delay and in any event not later than 14 days from the day on which the Consumer communicates their withdrawal from the contract to the Seller. The deadline is met if the Consumer sends back the Goods before the period of 14 days has expired.
9. The Consumer shall bear the direct cost of returning the Goods.
10. The Consumer is only liable for any diminished value of the Goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Goods.

III. Complaints

1. The Seller is obliged to deliver Goods free from defects.
2. The Seller is liable towards the Consumer for defects in the Goods on the terms specified in the provisions of the Civil Code, in particular in Art. 556 and subsequent articles of the Civil Code.
3. Complaints related to defects in the Goods may be submitted:
   • in writing to the address: LUNA CORPORATE spółka z ograniczoną odpowiedzialnością, Obornicka street 174, 62-002 Suchy Las;
   • by email to the address: support@369pouches.com.
4. It is recommended that the complaint include:
   • information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the defect;
   • the Consumer’s request regarding the method of bringing the Goods into conformity with the contract or a statement of price reduction or withdrawal from the contract;
   • the Consumer’s contact details – this will facilitate and speed up the handling of the complaint.
5. The requirements specified in the preceding paragraph are only recommendations and do not affect the effectiveness of complaints submitted without the recommended complaint description.
6. The Seller shall respond to the Consumer’s complaint without undue delay, not later than within 14 days from the date of receipt of the complaint. If the Seller does not respond to the complaint within this period, it is deemed that the Seller has accepted the complaint as justified.
7. The Consumer who exercises the rights under the warranty is obliged to deliver the defective Goods to the address: LUNA CORPORATE spółka z ograniczoną odpowiedzialnością, Obornicka street 174, 62-002 Suchy Las. If, due to the type of Goods or the method of its installation, the delivery of the Goods would be excessively difficult for the Consumer, the Consumer is obliged to make the Goods available to the Seller at the place where the Goods are located.
8. The cost of delivering the defective Goods to the Seller shall be borne by the Seller.

IV. Final Provisions

1. This Policy is an integral part of the Terms of Use of the Online Store 369pouches.com.
2. In matters not regulated by this Policy, the provisions of the Terms of Use of the Online Store 369pouches.com, the Civil Code and other relevant provisions of Polish law shall apply.
3. The Policy enters into force on the day of its publication on the website of the Online Store 369pouches.com and shall apply for an indefinite period.