Currencies
Returns and complaints
Return
How do I return an order?
If the product you ordered does not meet your expectations, you can return it. You have 14 days from receiving the parcel to withdraw from the contract without giving any reason, and a further 14 days from your notice to send the product back.
The quickest way is to register your return in our online system
Log in with the e-mail address used for your order, then select the order and the products. The system will guide you through the whole process and prepare a shipping label.
You can also send a statement of withdrawal from the contract by e-mail to [email protected] or by post to ul. Równa 19D, 80-067 Gdańsk, Poland. Please include your order number.
What you will need
- the e-mail address used for the order,
- the order number,
- a list of the products you are returning.
How to prepare your return
- Condition – you may unpack and inspect the product just as you would in a shop. Please do not install or use it. If the product shows signs of use beyond such inspection, we may reduce the refund by the resulting loss in value.
- Completeness – send back all parts, accessories and documents.
- Packaging – we recommend the original packaging or an equivalent. Missing original packaging does not rule out a return, but damage in transit caused by inadequate packaging may affect the refund amount.
- Form – you may optionally enclose a printed return form.
More: When is a return not possible or the refund amount lower?
Step by step
| 01 | Register the return – in the returns system (on first login, sign up with the e-mail address from your order), by e-mail or by post. |
| 02 | Select the products and fill in the required details. |
| 03 | Choose how to ship – a label from the system or any carrier of your choice, paid by you. |
| 04 | Send a well-protected parcel within 14 days of your notice. |
Return address
Skandynawskie Uchwyty, ul. Równa 19D, 80-067 Gdańsk, Poland · tel. +48 732 145 803
Return shipping costs are paid by the customer. If you return the whole order, we also refund the original delivery cost, up to the cheapest delivery option we offer. If you return only part of the order, the delivery cost is not refunded.
Returning in person
You are welcome to visit the Skandynawskie Uchwyty showroom at ul. Równa 19D in Gdańsk, Monday to Friday, 10:00–16:00. You can register the return in the system beforehand or on site. No form is required.
Refund
We will refund the payment within 14 days of receiving your statement of withdrawal, using the same payment method you used for the purchase, unless we agree otherwise. We may withhold the refund until we have received the product or proof that it has been sent back. We will send the corrective invoice by e-mail.
Complaint
How do I file a complaint?
If the product is defective or does not match your order, file a complaint. We are liable for any lack of conformity of the product with the contract that becomes apparent within 2 years of delivery. You can request repair or replacement and, if this is not possible or the defect is significant, a price reduction or withdrawal from the contract.
Complaints registered in the system are handled fastest
Log in with the e-mail address from your order, select the order and the product, and add a description with photos.
You can also write to [email protected] with the subject “Complaint – order number” or send a letter to ul. Równa 19D, 80-067 Gdańsk, Poland.
What to include
- Order number and the name and e-mail address used for the purchase.
- Description of the problem – product name, type of defect (damage, colour, missing part) and when you noticed it.
- Photos – clear, from several angles. They speed up the assessment.
What happens next
We will reply within 14 days of receiving your complaint, however you submitted it. Please do not send the product back before you hear from us – photos are often enough. If we need the product, we will send you a label. We cover the shipping costs of the complaint in both directions.
Questions
Frequently asked questions
Do I have to give a reason for the return?
No. We would still welcome your feedback, as it helps us describe our products better.
Do I have to register the return in the system?
No, but it is the quickest way – the return is linked to your order straight away. You can also send your statement by e-mail or by post.
Can I send the parcel without a label from the system?
Yes, you can use any carrier. Please register the return first and enclose a note with your order number – otherwise it is harder for us to match the parcel, which may delay your refund.
Can I return only part of my order?
Yes, select the products in the system or list them in your statement. You can also report several products from one order at once.
Who pays for shipping?
For returns – the customer. For complaints – the shop.
What if the product was damaged during delivery to me?
File a complaint – fastest via the system, or by e-mail. If possible, have the courier draw up a damage report. It helps, but it is not a condition for a complaint.
Why can’t I see my order in the system?
Check that you are logging in with the e-mail address from your order. If that does not help, write to [email protected].
How long will the refund take?
Up to 14 days from submitting your statement of withdrawal. We may withhold the refund until we have received the product or proof that it has been sent back.
Can I return a product after 14 days?
The right of withdrawal expires 14 days after you receive the parcel. If the product is defective, you can file a complaint – this is possible for 2 years from delivery.
Will I receive a confirmation?
Yes. You will receive confirmation of your request immediately, and the corrective invoice once we have received the product.
Thank you for shopping with Skandynawskie Uchwyty.
If you have any questions, we are happy to help: [email protected]