Returns & Complaints
Return of the product
If you decide to cancel the contract, it is as if you never made the purchase. You have 30 calendar days from the date of delivery of the goods you ordered to make a return. You do not have to give us a reason for the return. You send the goods back to us and we will refund your money. Withdrawal from the contract is also commonly referred to as returning the goods.
How to prepare the goods for return
If you are returning goods by mail rather than in person, be sure to properly protect the goods for transportation. In the case of sewing machines and household appliances, the best packaging for shipping, which will protect the device from damage, is the original packaging additionally protected by bubble wrap or even ordinary foil. It is a good idea to keep the original packaging until the deadline for return and for the duration of the warranty.
Remember to include the proof of purchase with the return. In addition, on the package you can write the order number from which the goods are returned - this will speed up the return process.
What do I need to fill out when returning?
You have several options. The fastest and most convenient, both for you and for us, will be to fill out a return goods application, which you will find on our website. After logging into your account in the "Product Returns" section, you can "add a return".
You can use our template available here, write such a statement by hand or use the templates available on the OCCP website.
How to send back a returned product?
Returned product must not bear traces of use beyond those indicated by law necessary to ascertain the nature, characteristics and functioning of the product. It must be complete and factory-packed in the original packaging.
By returning the product you declare that the product has not diminished in value in any way and is suitable for resale without a reduction in price. If this condition is not met, we may reduce the amount of the return.
Who pays for return shipping?
The cost of return shipping is on your side.
Where to send back the returned product?
Send the properly protected product to this address:
Łucznik Gallery
81 Bierutowska St., gates 1-6, hangar A
51-317 Wroclaw
You can also deliver it in person. Check here what hours we work.
How soon will my money be returned to me?
According to the law, we have to return the money to you immediately, within no more than 14 days. Of course, we always return the money as soon as possible, so it will usually reach you within 7 working days. This time, of course, can extend, but it will certainly never exceed the mentioned 14 days.
When can you not return the goods?
This applies primarily to products that are delivered in sealed packaging, which, once opened, cannot be returned for health or hygiene reasons. E.g.: toothbrush tips, replaceable disks for files, filters for vacuum cleaners and purifiers, etc.
You can find detailed information here, at www.PrawoKonsumenckie.pl. Remember also that the right to return goods on the basis of withdrawal from the contract has only customers who are Consumers.
Product reclamation
Before you sign for the receipt of the shipment, check whether the package has not been damaged. If you notice external damage, refuse to take over the shipment and immediately contact our BOK. If you find any discrepancies after paying the collection amount and receipt of the package, contact the courier and ask for the opportunity to draw up a damage report, which will be useful during the complaint process.
Send a complaint using the form on the page
If the purchased goods have any manufacturing defects or are not as described, follow the complaint instructions below:
- Log in to your account.
- In the "Product Claims" section, select "Add a claim."
- Select the product you are claiming, the delivery method and the refund method.
- Be sure to add a message in which you describe the problem with the advertised product.
- After submitting the complaint, we will contact you and inform you about the next steps.
Send the complaint yourself
Send the package by a method convenient to you to the address:
Łucznik Gallery
81 Bierutowska Street, gates 1-6, hangar A
51-317 Wrocław
phone: +48 667 550 201
Remember to keep your shipping receipt. On its basis we will reimburse you for the costs incurred. Keep in mind that we do not accept packages sent COD.
I deliver the complaint directly to the store
You can also deliver the products yourself to our showroom located at this address:
Łucznik Gallery
jana Długosza Street 59/75
cage C, 1st floor
51-317 Wrocław
Here you can check the hours we work, and a map with the exact location can be found here.
How long will I have to wait for the complaint to be processed?
Within 14 days of receiving your package, we will inform you by email or phone about the outcome of the complaint procedure. Usually, a replacement or refund is made within 7 days. Sometimes it may take longer, but you will definitely not wait more than 14 days.