Returns and Complaints

We want shopping at Zadawear to be safe and convenient. Below you will find all the information on how to return an order and how to file a complaint.

Returns - withdrawal from the contract within 14 days

Your right to return

As a consumer, you have the right to withdraw from a distance contract within 14 days without giving any reason. The period is counted from the day on which you or a person indicated by you (other than the carrier) received the shipment.

The same right applies to natural persons conducting business activity if the purchase is not of a professional nature for them.

How to return - step by step

  1. Inform us about the return - within 14 days of receiving the shipment, send an unambiguous statement of withdrawal from the contract to the e-mail address: [EMAIL ADDRESS]. You can use the form below, but it is not obligatory.
  2. Return the product - you have another 14 days from the date of submitting the statement. Return address: [RETURN ADDRESS].
  3. Receive a refund - we will refund all payments, including the cost of the cheapest delivery offered by us, no later than 14 days from receiving your statement. We may withhold the refund until we receive the product back or proof of its dispatch - whichever occurs first.

The refund will be made using the same payment method used for the order, unless you explicitly agree to a different form (without additional costs for you).

Important information

  • The direct cost of returning the product is borne by the Customer. We do not accept cash on delivery shipments.
  • You can inspect the product as you would in a stationary store - try it on, look at it, assess its quality. However, if the use of the product extends beyond this scope (e.g., visible signs of use, odors, removed tags), we may charge you an amount corresponding to the reduction in the product's value.
  • The right of withdrawal does not apply, among others, to products in sealed packaging which, after opening, cannot be returned for hygienic reasons (e.g., underwear), if the packaging has been opened after delivery.

Model withdrawal form

(fill in and send back only if you wish to withdraw from the contract)

Recipient: [SELLER'S NAME AND SURNAME], [BUSINESS ADDRESS], e-mail: [EMAIL ADDRESS]

I, the undersigned, hereby inform you of my withdrawal from the contract of sale of the following goods: ..........

Date of receipt of goods: ..........
Order number: ..........
Consumer's name and surname: ..........
Consumer's address: ..........
Bank account number for refund (optional): ..........

Complaints - non-conformity of goods with the contract

Legal basis

We are responsible for the conformity of the goods with the contract on the terms specified in the Act of May 30, 2014, on consumer rights. The liability covers non-conformity of the goods with the contract existing at the time of delivery and revealed within 2 years from that moment.

The goods are compliant with the contract if, among other things, they correspond to the description in the Store, are suitable for the purposes for which goods of this kind are normally used, and have the quality and features that can reasonably be expected.

What you can complain about

  • material and manufacturing defects (e.g., cracked seams, damaged zipper, holes in the material),
  • non-conformity with the description or photos (e.g., different color, different size than ordered),
  • damage occurring before the delivery of the goods.

Damage resulting from normal wear and tear, improper use, or care inconsistent with the recommendations on the tag is not subject to complaint.

How to file a complaint - step by step

  1. Write to us at: [EMAIL ADDRESS]. Provide: your name and surname and order number, a description of the non-conformity (photos are welcome - they will speed up the resolution) and your demand: repair or replacement of the goods.
  2. We will respond within 14 days. Failure to respond within this period means acceptance of the complaint.
  3. If the complaint is accepted, we will bear all costs of repair or replacement, including shipping costs - we will instruct you on how to return the goods at our expense.

Price reduction or refund

You may demand a price reduction or - if the non-conformity is significant - withdraw from the contract and receive a refund if:

  • we refused to repair or replace the goods or did not bring them into conformity with the contract,
  • the non-conformity persists despite an attempt to repair or replace,
  • the non-conformity is so significant that it justifies an immediate price reduction or withdrawal from the contract,
  • it is clear from our statement or circumstances that we will not bring the goods into conformity with the contract within a reasonable time or without undue inconvenience.

The refund will be made immediately, no later than 14 days from the receipt of the goods or proof of their return.

Damaged shipment

If the package shows visible signs of damage, we recommend drawing up a damage report in the presence of the courier or at the collection point - this will facilitate the handling of the case, although it is not a condition for accepting a complaint. In any case, contact us immediately: [EMAIL ADDRESS].

Out-of-court dispute resolution

If you disagree with our position, you can use the free assistance of the district (municipal) consumer ombudsman, mediation at the provincial inspector of the Trade Inspection, or a permanent arbitration court. More information: www.uokik.gov.pl.