RETURN OF ONLINE ORDER IN STATIONARY STORE

Orders placed online can be returned free of charge in our stationary store. Be sure to bring a completed return form with your order number and proof of purchase (if issued). Stationary stores act only as acceptance points for packages, which are sent to the central warehouse once a week. The return process begins after the package is delivered to the warehouse (if you want a faster return, we suggest sending the courier directly to the warehouse). Complaints can be filed at stationary stores, but are handled by the central claims department. Store address: CH Wroclavia - Westfield, 1 Sucha Street.

With every order, we hope our products meet your expectations. However, we understand that it may not always work out. Whether it's the wrong size or an off-target gift, we can assist you with everything. Just choose if you want to:

RETURN?

Here you will find a step-by-step instruction of what you need to do:

1. 1. You have 30 days to withdraw from the contract.

   As a consumer or a person recognized by law as having consumer rights (referred to as "You"), you can withdraw from the sales contract and return the product to us without stating any reason. The Consumer Rights Act gives you 14 days to withdraw, but we extend this period to 30 days. This period is calculated from the day you (or a third party designated by you other than the carrier) take possession of the order, meaning it has been properly delivered. If you ordered several products delivered separately (but as part of one order), the period is counted from when you took possession of the last item.

   Withdrawal from the contract for orders processed during a promotion offering a free product with the purchase of a specified quantity of other products is possible only for the entire order covered by the contract. It is not possible to partially withdraw from the contract and return only paid products that are part of the order.




2. 2. Send a declaration of withdrawal from the contract.

   To meet the deadline for withdrawal from the contract, you only need to send us a declaration of withdrawal from the contract within 30 days from the day you received the product (or the last product) - by email, letter, or using the contact form available on our website.

   Not sure how to write a withdrawal declaration? There are no special requirements - it just needs to be a clear statement. You can use the form attached below, but it is not mandatory.




3. 3. Pack the products and send them back.

   From the day of sending the declaration, you have 14 days to return the goods. This deadline will be met if you send the shipment within this time (it does not need to reach us during this time, just proof of sending is enough). We do not cover return costs - you are responsible for the delivery costs.

   Send the package to:

   Carpatree Sp. z o.o.
   ul. Piotra Czajkowskiego 15
   43-300 Bielsko-Biała 




4. 4. We will refund your money.

   We will refund the payments we received from you - including the price of the returned product and the delivery costs to you (but only up to the amount of the cheapest regular delivery method we offer - so if you chose a more expensive delivery option, we will not refund you the full costs). For international orders, regardless of the form of delivery selected, shipping costs are not refundable. We strive to refund the money as soon as possible, and in any case no later than within 14 days. The payment will be refunded in the same way you chose when placing the order - unless you expressly agree to a different solution (which cannot involve any additional costs on your part). Under no circumstances will you incur fees related to the refund.

   We reserve the right to withhold the refund until we receive the returned product or at least proof that the return shipment has been dispatched (whichever occurs first).

   Remember that you are responsible for any decrease in the value of the returned product if you used it differently than necessary to establish its characteristics and functionality (for example, size).




5. 5. When can't you withdraw from the contract?

   The Consumer Rights Act specifies several cases where you do not have the right to withdraw from the contract. Here are a few examples that may apply to distance contracts with us, when you do not have the right to withdraw from the contract (Art. 38 of the Consumer Rights Act):

   a) for services where the consumer has agreed to pay a price, if the trader has fully performed the service with the explicit consent of the consumer, who was informed before the performance that once the service is fully performed by the trader, they will lose the right to withdraw from the contract, and has acknowledged this;

   b) for goods made to the consumer's specifications or clearly personalized;

   c) for sealed goods which, after delivery, are not suitable for return due to health protection or hygiene reasons, if they were unsealed after delivery;

   d) for goods which are, after delivery, according to their nature, inseparably mixed with other items;

   
   

   EXCHANGE?

   
   

   Did you choose the wrong color, or perhaps the size isn't right? You can always exchange it for another of the same product. Contact us (by email, using the contact form, or by mail) - just provide your order number and what (and for what) you want to exchange. Below is a ready-made form for your convenience.

   
   

   REPAIR?

   
   

   If the product does not match what was described on our website in terms of its functionality, durability, or safety characteristics, you can request a repair. Just like with an exchange, you only need to contact us, providing details of the ordered product, and we will get in touch with you. The transportation costs for the product are on us.

   Keep in mind that we reserve the right to decide on replacing the product, even if you request a repair, if the repair is impossible or would require excessive costs from us. If both replacement and repair are impossible or costly, we have the right to refuse to fulfill the claim.

   
   

   CONTACT US?

   
   

   It's easy! Just send us a message:

   • by email to: info@carpatree.com 

   • using the contact form available at: https://carpatree.com/pl/page/kontakt
   • by mail:
     
     Carpatree sp. z o.o.
     ul. Piotra Czajkowskiego 15
     43-300 Bielsko-Biała
   
   

   DOWNLOAD RETURNS AND EXCHANGES FORM

   DOWNLOAD A COMPLAINT FORM