Zwroty/Reklamacje
At Oteko, we strive for high quality service. The following rules specify the conditions for withdrawal from the contract, returns, exchanges, and complaint procedures.
💎 Right of Withdrawal (Returns Policy)
- 1. Return Period: You have the right to withdraw from the contract and return the goods within 14 calendar days from the day you received the shipment, without giving a reason.
- 2. Acceptance Conditions: The product must not show signs of use, must be undamaged, and suitable for resale. It must be returned in the original packaging, along with all its elements (e.g., instructions, safeguards).
- 3. Return Costs: The cost of return shipping is covered by the buyer. An exception is a justified complaint (e.g., damage during transport), where the return shipping costs will be reimbursed.
- 4. Refund Timeframe: Funds will be reimbursed within 14 calendar days of the successful verification of the returned product, to the bank account provided or via the original payment method.
- 5. Exclusions: Due to the nature of certain products (made-to-order glass items, personalized products), the right of return may not apply.
- 6. Note (COD): We will not accept returns if the shipment is sent Cash On Delivery (COD).
⚠️ Additional Requirements (Sets and Businesses)
- Documentation: The shipment must include proof of purchase (e.g., invoice, receipt) and a completed return form (template available on the website).
- Set Returns: If you return part of a set/bundle, you lose the right to the set discount. The refund amount will be reduced by the difference between the price of the product in the set and the price of the product without the set.
- Returns from Companies: We accept returns from companies (excluding sole proprietorships under the provisions of the Consumer Rights Act related to the Civil Code).
- Free Gifts: Any received free gift must also be sent back with the returned goods.
🔄 Exchange and Complaint Procedure
| Action Type | Shipping Cost Rule |
|---|---|
| Exchange for another item (Buyer's request) | The cost of returning the item and delivering the new item is borne by the buyer. |
| Exchange for a new item (Under Complaint) | The costs of returning the faulty item and delivering the new one are covered by the Seller. |
- Complaint Procedure: If the product arrived damaged or does not match the order, please contact us by email (kontakt@oteko.pl), attaching photos of the damage and the order number. We will deal with the matter immediately.
- Warranty and Liability: The complaint period is 2 years. Manufacturer/distributor warranty for a period of 24 months. Liability (rękojmia) is excluded for entrepreneurs to the extent permitted by law.
📝 Step-by-Step Return Procedure
1. Inform us of your intent to return:
Send an email to kontakt@oteko.pl, using the subject: "Return of order no. [Order Number]". In the message, provide your name, order number, optional reason for return, and bank account number for the refund.
2. Prepare the return package:
Secure the product to avoid damage. Include proof of purchase (invoice, receipt) and the filled-out return form (template: return form) in the package.
3. Send the package to the return address:
Oteko.pl – Returns
Kępina 5B, 05-600, Kępina