Returns and complaints

DRAFT for legal review. Fields in [brackets] must be filled in before the shop opens. This is a translation; the Polish version prevails.

This page explains how to return a product and how to make a complaint. It forms part of the Terms of sale. The rights below apply to Consumers and to sole traders with consumer rights.

Returns within 14 days

1. You can withdraw from the contract within 14 days of receiving the product, without giving a reason.
2. To withdraw, send us a clear statement, ideally by email to info@padvio.com. You may use the model form below, but you don't have to. It's enough to send your statement before the 14 days are up.
3. Send the product back to [RETURNS ADDRESS] within 14 days of withdrawing. You pay the direct cost of sending it back.
4. We refund all payments, including the cost of the cheapest delivery option we offer, within 14 days of receiving your statement, using the same payment method you used. We may hold the refund until we receive the product or proof that you sent it.
5. You are responsible for any loss in value caused by handling the product beyond what is needed to check its nature, characteristics and functioning. Try clothes on as you would in a shop, but please don't wear them, wash them or remove the tags.

Products that can't be returned

The right of withdrawal does not apply to personalised products, which are made to your specification, such as a jersey printed with your name or a chosen flag (Article 38(1)(3) of the Polish Consumer Rights Act). A jersey ordered without a name and without a flag can be returned as normal.

This doesn't limit your rights if a personalised product is faulty or not as ordered (for example a printing mistake). In that case, make a complaint.

A different size

If you need a different size, withdraw from the contract and place a new order, or email us at info@padvio.com and we'll help. Please check the size chart on the product page before ordering.

Complaints

1. We are responsible for the product's conformity with the contract for 2 years from delivery.
2. Email your complaint to info@padvio.com. Include: your name, the order number or date, a description of the problem (photos help), and what you'd like (repair, replacement, a price reduction or withdrawal from the contract).
3. We reply within 14 days of receiving the complaint. If we don't reply in that time, the complaint is treated as accepted.
4. If we ask you to send the product back as part of a complaint, we pay the shipping cost.
5. You can first ask for repair or replacement. You can ask for a price reduction or withdraw from the contract in the cases set out in the Polish Consumer Rights Act, for example when repair or replacement is impossible, we refused it or didn't do it within a reasonable time, or the non-conformity is significant.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)