Guarantee and servicing

Some of the products sold through our store carry a manufacturer’s guarantee. If a fault is discovered in equipment covered by a guarantee, contact our nearest servicing point as indicated on the guarantee card or on the manufacturer’s website. This is a very fast process which enables equipment to be restored to working order in as short a time as possible.

NB: please retain your proof of purchase (till receipt or invoice) and the original packaging throughout the period of the guarantee – these are required when reporting faults.

Complaints

Before accepting a package, always check that it has not been damaged in transit. If the packaging carries visible external damage, we advise that you refuse delivery of the package and then contact us by telephone on 730230590.

After paying the CoD charge and acknowledging receipt of the package, you can open it in the presence of the courier – if discrepancies are found, a protocol is drawn up which can later be used as a basis for a customer complaint.

If the goods purchased turn out to have manufacturing defects or to differ from their description, please follow the complaint procedure described below:

1. Send the defective product to us, enclosing a COMPLAINT FORM, in which you describe in detail the reasons for returning the product, the form of compensation, and the return address and account number for a refund (depending on the decision taken by the store).
2. Within 14 days of receiving the item we will notify you by e-mail or telephone of the result of the complaint procedure.
3. If the complaint is accepted, within 7 working days of the date of the decision we will compensate you for the costs you have incurred by repairing the defective product, sending a new replacement or refunding your money.
4. If the complaint is declined, we will send you detailed reasons for the decision and will return the product to you within 14 working days at our cost.

Products from the II quality category have slight defects such as: small dirt, stain, small hole, fabric tightness. These types of defects do not affect the comfort of use and safety, but are subject to an attractive discount.
The above defects may not be the subject of a complaint due to the fact that the customer knew about them at the time of purchase. We do not send photos of individual products.

If you have any queries, please contact us by e-mail at shop@cottonsweets.pl. We will advise you as to how to resolve customer complaints quickly and without problems.

Return of products

By law, within 14 calendar days of the date of delivery of ordered goods, you have the right to return them without giving reasons, thus renouncing the contract of sale, according to the general principles contained in the law on contracts concluded at a distance. This applies only to consumer sales, and hence only to cases where goods are sold to an individual making the purchase not in relation to professional or business activity. 

The returned product must not carry signs of use – every element must be complete and factory packed, with the goods delivered in the original packaging in an unchanged state. If this condition is not fulfilled, the product will not be accepted.

Buyers in the EU have the right of withdrawal (cancellation or return of the order) within 14 days from the date of delivery. Due to customs duties and additional costs, we do not accept returns and exchanges from outside the European Union.

Made to order products may not be returned.

We do not cover the cost of returns and exchanges.

We do not accept return shipments requiring us to pay any additional fees.

Also we do not refund the tax and customs fee.

The Consumer's responsibility is to pay for the goods and collect them. If the consumer change his mind, he should collect the package and return it to the return address provided. In the case of a shipment that will not be collected from the post office and will be returned to the sender, the Customer will be charged with the cost of shipping and return and additional customs fees if applicable.

If you wish to return a product:

Send the purchased product at your cost in undamaged condition and in the original packaging with its entire contents with proof of purchase on following address:

Cotton&Sweets Sp. z o.o.

ul. Spiska 5

05-825 Grodzisk Mazowiecki

Poland

Attach to the package a return form, in which you express your wish to return the product, as well as the account number to which payment is to be refunded.

Within 3 working days of receiving your package we will check the state of the returned product (that it does not carry signs of use, has not been damaged, and is in the original packaging with the whole of its contents).

If there are no reasons why we are unable to proceed, we will send notification to your e-mail address that the product has been successfully returned. The money will be refunded to the indicated account within 7 days. We do not refund the return cost.

If your attempt to return a product is rejected (due to damage to the product or signs of use), we will send to your e-mail address a notification that the return of the product has not been accepted. We will send the product back to the indicated return address within 7 working days, paying the costs of postage.

Detailed description of the procedures can be found in Terms and conditions