How to Return an Order?

Your satisfaction is our priority. If a product does not meet your expectations, you can return it – the process is fully handled online and takes just a moment.

You have the right to return goods within 14 days of receiving your order – without giving any reason.

Important! Once the request is registered you have 14 days to dispatch the parcel. Do not send products back before receiving the label and instructions from the system.

SUBMIT RETURN IN THE SYSTEM

You will need the e-mail address used when placing your order.

What to Prepare Before Submitting?

Have the following ready:

Return Conditions

For a return to be accepted, the product should meet the following conditions:

• No signs of use – the product should be in its original condition, inspected only to the extent necessary to assess its properties.
• Complete – all parts, accessories and documents included.
• Careful packaging to prevent damage in transit. We recommend using the original packaging – if unavailable, use equivalent packaging. Missing original packaging does not exclude a return, however damage caused by inadequate packaging may affect the refund amount.
• Registration in the returns system before dispatching the parcel:
  
  > Return – dispatch after completing registration and paying for the label.
  > Complaint – dispatch after the store approves the request and you receive the label.
  
  
• Optionally you may include a printed Return form.

In some situations we may refuse to accept a return. More information: When We May Not Accept a Returned Product

Step by Step

Warehouse address (for information only):
Scandinavian Handles, ul. Równa 19D, 80-067 Gdańsk, Poland
Tel.: +48 732 483 885

The address is provided for information only – dispatch the parcel using the label generated in the system.

In-Person Return

Refund

After receiving and verifying the return shipment, we will issue a credit note and send it to your e-mail. The refund will be processed within 14 days of receiving the withdrawal statement.

How to File a Complaint?

We care about the quality of every product in our range. If you receive a defective or incorrect item – file a complaint through our system. It is quick and transparent.

Submit your complaint via: returns.xeper.io/login. Log in with the e-mail address used when placing the order, select the order number, indicate the product and fill in the description along with photos.

SUBMIT COMPLAINT IN THE SYSTEM

Once the complaint is accepted, the shipping label will appear in the system.

Order number

The basic identifier needed to locate your order.

Customer details

First name, last name and e-mail address (or phone number) used when placing the order.

Description of the problem

Describe the defect or non-conformity in detail – the more details, the faster we can process your request:

• product name,
• type of problem (damage, colour, missing element, etc.),
• when the problem was noticed.

Photographic evidence

Clear photos from several angles significantly speed up the assessment of your request.

Emergency contact

Submit complaints exclusively through the system. In case of technical problems, write to [email protected] with the subject: "Complaint – order number".

Frequently Asked Questions

Do I need to give a reason for the return?

No – you have the statutory right to withdraw from the contract within 14 days without giving any reason. We would however appreciate your feedback as it helps us improve product descriptions and images.

Where can I get a return form?

Register the return in the system: returns.xeper.io/login. Optional paper form: Return form.

Can I return only part of my order?

Yes – simply indicate the specific products in the system that meet the return conditions.

Can I include several products in one request?

Yes, you can indicate multiple products from one order within a single process.

Who covers the return shipping cost?

Return shipping costs are borne by the customer.

When will I receive the return label?

For returns – after paying for the label in the system. For complaints – after the store approves the request.

What if the product was damaged during delivery?

Submit a complaint via the system: returns.xeper.io/login.

Can I send a parcel without a label from the system?

No. Parcels sent without registration and a label may not be accepted.

Why can't I see my order in the system?

Make sure you are using the e-mail from your order. If the problem persists: [email protected].

How long does a refund take?

Up to 14 days from the date of submitting the withdrawal statement.

Can I return products in person?

Yes, you are welcome to visit our boutique in Gdańsk (ul. Równa 19D, Mon–Fri 10:00–16:00). A form is not required.

Can I return a product after 14 days?

The right of withdrawal expires 14 days after receiving the shipment.

Will I receive confirmation that my return has been accepted?

Yes – you will receive a confirmation e-mail immediately after submitting your request. The credit note will be sent once we receive and process the return.