Refund policy

Returns and Complaints

Returns

Right to withdraw from the contract

  • In accordance with the Act of 30 May 2014 on consumer rights, a customer who is a consumer has the right to withdraw from a distance sales contract without giving a reason within 14 days from the date of receipt of the goods.
  • To exercise the right to withdraw from the contract, the customer must inform us of their decision by means of an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You can use the model withdrawal form, but this is not obligatory.
  • In the event of withdrawal from the contract, we will refund all payments received from the customer, including delivery costs (except for additional costs resulting from the customer's choice of a delivery method other than the cheapest delivery method offered by us), immediately, and in any case no later than 14 days from the day on which we were informed of the customer's decision to exercise the right to withdraw from the contract.
  • We will refund the payment using the same payment methods that were used by the customer in the original transaction, unless the customer has expressly agreed to another solution; in any case, the customer will not incur any fees in connection with this return.

Conditions for returning goods

  • The goods must be returned in an unchanged state, unless the change was necessary within the limits of ordinary management, i.e. the customer should handle and try on the goods in the same way as they could do in a stationary store.
  • The goods should be returned immediately, no later than 14 days from the day on which the customer informed us of the withdrawal from the contract. The deadline is met if the customer returns the goods before the expiry of 14 days.
  • The direct costs of returning the goods are borne by the customer.

Complaints

Procedure for filing complaints

  • In the event of finding physical or legal defects of the purchased goods, the customer has the right to file a complaint.
  • Complaints should be submitted in writing or electronically to the following address: hello@itsdropless.com or Dropless sc., ul. Ogrody 50, 03-987 Warsaw.
  • The complaint should include the customer's data, order number, description of the defect and the customer's request.
  • The customer has the right to request the repair of the goods, replacement with a new one, a reduction in the price or withdrawal from the contract, if the defect is significant.

Consideration of complaints

  • Complaints are considered within 14 days from the date of receipt of the complaint.
  • If the complaint is accepted, the defective goods will be repaired or replaced with a new one. If the repair or replacement of the goods is not possible, we will refund the customer the full purchase price.
  • We will inform the customer about the result of the complaint by e-mail or by phone.

Contact

In case of any questions regarding returns and complaints, please contact us at the e-mail address: hello@itsdropless.com or by phone: +48 881 688 436.