Returns & Complaints

TRENTOHOME ONLINE STORE RETURNS & COMPLAINTS POLICY

1. General provisions

1.1. This policy sets out the rules for withdrawing from the contract, returning goods and submitting complaints in the TrentoHome online store, operating within the territory of the Republic of Poland.

1.2. The Seller and owner of the TrentoHome online store is the entrepreneur Andrii Kalinchuk, conducting business under the name Sklep internetowy TrentoHome, at the address: ul. 6 Sierpnia 44O, Klatka 2, 05-090 Słomin, gmina Raszyn, powiat pruszkowski, Mazowieckie Voivodeship, Poland, NIP 1231582824, REGON 542019876, e-mail: Trento.business.pl@gmail.com, phone: +48 571 289 252.

1.3. This policy takes into account the applicable laws of Poland, in particular the Consumer Rights Act and the Civil Code.

2. Right to withdraw from the contract (return)

2.1. A Customer who is a consumer has the right to withdraw from a distance contract without giving a reason within 14 days of receiving the goods.

2.2. To meet the deadline it is sufficient to send the withdrawal statement before it expires, to the e-mail address: Trento.business.pl@gmail.com or by post to: ul. 6 Sierpnia 44O, Klatka 2, 05-090 Słomin.

2.3. After withdrawing from the contract the Customer is obliged to return the goods to the address indicated in point 2.2 no later than 14 days from the day they informed the Seller of the withdrawal.

2.4. The Seller returns all payments received from the Customer, including the cost of the cheapest ordinary delivery method offered in the store, no later than 14 days from the day of receiving the withdrawal statement. The Seller may withhold the refund until the goods are received or proof of their return is provided.

3. Condition of returned products

3.1. Returned goods should be complete, clean and show no signs of use beyond what is necessary to establish the nature, characteristics and functioning of the item.

3.2. The Customer is liable for any reduction in the value of the goods resulting from using them in a way other than necessary to establish their characteristics and functioning.

4. Restrictions on the right of withdrawal — hygiene products

4.1. For products supplied in sealed packaging which, once opened, cannot be returned for reasons of health protection or hygiene (this applies in particular to lingerie), the right to withdraw from the contract does not apply if the packaging was opened after delivery.

5. Cost of returning goods

5.1. The Customer bears the direct cost of returning the goods to the Seller, unless the Seller expressly indicates otherwise.

5.2. The return may be made through any carrier chosen by the Customer. The Seller recommends sending a registered, trackable parcel.

6. Return procedure

6.1. To exercise the right of withdrawal, the Customer should:

a) inform the Seller of the withdrawal by e-mail to: Trento.business.pl@gmail.com or by post to: ul. 6 Sierpnia 44O, Klatka 2, 05-090 Słomin;

b) pack the product so as to protect it from damage;

c) send the product to: TrentoHome, ul. 6 Sierpnia 44O, Klatka 2, 05-090 Słomin, marked “ZWROT” (RETURN).

6.2. After receiving the returned goods, the Seller will settle the refund within the period indicated in point 2.4.

7. Complaints (goods not in conformity with the contract)

7.1. The Seller is obliged to deliver to the Customer goods that conform to the contract.

7.2. If a defect in the goods is found, the Customer has the right to submit a complaint. A complaint may be submitted:

a) by e-mail to: Trento.business.pl@gmail.com,

b) by post to: TrentoHome, ul. 6 Sierpnia 44O, Klatka 2, 05-090 Słomin, marked “REKLAMACJA” (COMPLAINT).

7.3. In the complaint it is recommended to provide:

the Customer’s first and last name,
contact details,
the order number,
a description of the defect and the date it was found,
the Customer’s request (repair, replacement, price reduction, withdrawal from the contract).

7.4. The Seller will respond to the complaint within 14 calendar days of receiving it.

7.5. If the complaint is accepted, the Seller will inform the Customer of the further way of satisfying the claim (repair, replacement, refund of part or all of the amount paid).

8. Seller’s details for returns and complaints

TrentoHome — online store

Seller: Andrii Kalinchuk

Address: ul. 6 Sierpnia 44O, Klatka 2, 05-090 Słomin, gmina Raszyn, powiat pruszkowski, Mazowieckie Voivodeship, Poland

NIP: 1231582824

REGON: 542019876

e-mail: Trento.business.pl@gmail.com

tel.: +48 571 289 252