Política de reembolso

1. General information

This policy sets out the rules for:

  • withdrawal from the contract,
  • returns of goods,
  • complaints,
  • refunds

in the online store BEROE SENSE, operated by:

BEROE SENSE Sp. z o.o.
ul. Grójecka 6, 05-651 Drwalew, Poland
E-mail: info@beroesense.com
Phone: +48 502 197 882

2. Right to withdraw from the contract (return without giving a reason)

Under the Polish Act of 30 May 2014 on Consumer Rights, a Customer who is a consumer has the right to withdraw from a distance sales contract within 14 days without giving any reason.

Withdrawal deadline:

  • 14 days from the day the goods are received,
  • for multi-item orders: 14 days from the day the last item is received.

To exercise the right of withdrawal, the Customer must submit a clear statement:

  • by e-mail, or
  • in writing.

3. Return of goods – conditions

After withdrawing from the contract, the Customer must return the goods:

  • no later than 14 days from the day the Customer informed us of the withdrawal,
  • to the Seller’s registered address (or another address provided in our reply).

Return costs:

  • The direct cost of returning the goods is borne by the Customer
    unless the Seller expressly agrees to cover this cost.

The goods should be returned:

  • in an unchanged condition,
  • without signs of use beyond what is necessary to check the nature, characteristics and functioning of the goods,
  • properly secured for transport.

The Customer is responsible for any reduction in the value of the goods resulting from handling the goods in a way that goes beyond what is necessary to establish their nature, characteristics and functioning.

4. Refunds

In the event of an effective withdrawal from the contract:

  • the Seller will refund the Customer all payments received, including the delivery cost (up to the value of the cheapest delivery method offered),
  • the refund will be made no later than 14 days from the day the Seller receives the withdrawal statement.

The Seller may withhold the refund until:

  • the returned goods are received, or
  • the Customer provides evidence of sending the goods back (whichever occurs first).

The refund will be made:

  • using the same payment method used by the Customer,
  • or another method if the Customer expressly agrees.

5. Exceptions to the right of withdrawal

The right of withdrawal does not apply in cases specified in Article 38 of the Act on Consumer Rights, in particular for contracts:

  • for the supply of sealed goods which are not suitable for return for health protection or hygiene reasons, if unsealed after delivery,
  • for the supply of goods which deteriorate rapidly or have a short shelf life,
  • for the supply of goods made to the Customer’s specifications or clearly personalised,
  • for the supply of goods which, after delivery, are inseparably mixed with other items due to their nature.

6. Complaints – non-conformity of goods with the contract

The Seller is liable for non-conformity of goods with the contract in accordance with applicable laws.

The Customer may submit a complaint if:

  • the goods are defective,
  • the goods are not as ordered.

How to submit a complaint:

Please submit complaints:

A complaint should include:

  • Customer’s full name,
  • order number,
  • description of the issue,
  • Customer’s request (repair, replacement, price reduction, or withdrawal from the contract).

The Seller will respond to the complaint within 14 days of receiving it.

7. Return of goods as part of a complaint

If the complaint is accepted:

  • the cost of returning the goods is covered by the Seller,
  • the return method and further steps will be agreed individually with the Customer.

8. Final provisions

  • This policy does not limit any rights granted to the Customer under applicable laws.
  • In matters not covered by this policy, the provisions of Polish law shall apply.
  • The current version of this policy is always available on the store’s website.