Complaints
If the goods purchased in our store have arrived to you damaged, defective or otherwise not in accordance with the contract, you can make a complaint about it. Here you will find all the necessary instructions on how to do this.
You can file a complaint within 2 years from the date of receipt of the package with the goods.
Remember that the non-conformity of the goods that is the basis for a complaint must exist at the time of delivery of the goods. Complaints of goods due to non-conformities arising after delivery of the goods will not be accepted.
The complaint procedure in our store is very simple and consists of the following steps:
Step 1 – file a complaint
As part of your complaint, you can:
- demand that the goods be replaced or repaired or
- make a statement to reduce the price of the goods or withdraw from the contract of sale (i.e., return the goods) – provided that one of the cases indicated in Article 43e of the Law of May 30, 2014 on consumer rights occurs (including the failure to repair or replace the goods despite the complaint).
Send a complaint containing one of the above requests to us by email. In addition to the complaint request, include the following in your email:
- Your name;
- order number;
- bank account number;
- The date of delivery of the goods;
- description of the perceived non-conformity (damage, run-out) of the goods.
In addition, if possible, attach to the email photographs showing the non-conformity of the goods.
You should send your completed complaint to the following address: EBS S.A., 21 Postępu St., 02-676 Warsaw
Step 2 – wait for a response
We will respond to your complaint within 14 days of receipt by email.
In case your claim is incomplete, we may ask you to complete it.
Step 3 – processing the complaint
If the complaint is accepted, we will immediately begin processing your request
Replacement or repair of goods
If in your complaint you requested a replacement or repair of the goods, we will collect the advertised goods from you within the time agreed with you, unless you agree to send them back yourself (at our expense). Then, we will deliver the new goods or repaired goods to you.
Reducing the price of goods
If, on the other hand, you requested a reduction in the price of the goods, we will refund you the difference between the original price and the reduced price within 14 calendar days from the date of receipt of the complaint.
Return of goods
In case you have decided to withdraw from the sales contract (i.e. return the goods) as part of the complaint, you should send the goods back (by mail or courier) to the following address after receiving our response about the acceptance of the complaint:
EBS S.A., 21 Postępu St., 02-676 Warsaw
If possible, use the packaging in which you received the goods for the return – this will save you money and help reduce waste. The package with the goods should be prepared in such a way that the returned goods arrive safely.
We will refund the goods within 14 days from the date of delivery of the package to us.
We will return the money to you in the same way that was used to pay for the goods.
If you have any questions or concerns about returns in our store, please contact us by email at kontakt@ebssa.pl or by phone at +48 732 60 60 60.