Returns and complaints

Return Policy

• A consumer (a person purchasing goods, rights or services for purposes unrelated to their professional or business activity) who has concluded a distance contract may withdraw from it without giving any reason, by means of an unequivocal statement in writing or by e-mail to the address sklep@babyuniverse.pl, within 14 days from the date of receipt of the goods.
  
  
• The goods should be returned to the following address: MINDON Łukasz Kolanowski os. Jana III Sobieskiego pavilion 52 (to the left of Chata Polska) 60-690 Poznań tel. 796 845 195.
  
  
• Before returning the goods, complete the return form and place it inside the package. Failure to submit the form may result in delay in reimbursement of the payment.
  

  The declaration template can be downloaded here .pdf file)

• The customer bears the direct costs of returning (sending / handing over / packaging) the item.The goods are returned unchanged (e.g. cannot be damaged, dirty, washed, modified), unless the change was necessary within the limits of common sense.
  
  
• The customer is responsible to the seller for reducing the value of the item due to its inappropriate use. He has the right to examine the nature, characteristics and functioning of the goods in such a way that he could do it in a stationary store. However, he cannot use things unlimitedly. If he does, the Seller has the right to charge him with additional costs due to the decrease in the value of the goods.
  
  
• The goods should be returned immediately, not later than within 14 days from the date of receipt. The goods returned by the customer should be packed in an appropriate manner, ensuring no damage to the parcel during transport.
  
  
• The store guarantees a refund of the amount equal to the price of the goods.
  
  
• The money will be returned immediately, and in any case not later than 14 days from the date of receipt of the return and declaration of withdrawal from the contract by the Customer, by bank transfer to the account indicated by the customer or using the same payment methods that were used by the Customer in the original transaction.
  
  
• The seller may withhold the reimbursement until receipt of the item or until proof of its return is provided, depending on which event occurs first
  
  
• The customer loses the right to withdraw from the contract in accordance with the Consumer Rights Act when:
  
  a) the subject of the service is an item delivered in a sealed package, which cannot be returned after opening the package due to health protection or hygiene reasons, if the packaging has been opened after delivery,
  b) in which the subject of the service are sound or visual recordings or computer software delivered in a sealed package, if the package has been opened after delivery,
  c) buys a non-prefabricated item, manufactured according to its specifications or serving to satisfy its individual needs.

Uncollected parcels:

     When the customer orders the goods by paying immediately at the time of purchase, and then does not collect the package without canceling the order first, he will be sent information about the payment of the resulting amount 2x the cost of the appropriate shipping service. This way, the customer covers the costs of shipping and returning the package to the sender. The amount will be automatically deducted when the payment is returned to the buyer.

Additionally, an amount for the storage of the return parcel may be charged in the amount of EUR 5 per day, calculated from the day after the return.

• Pursuant to the provision of Art. 535 § 1 of the Civil Code, the costs of the unclaimed shipment and the return of the goods should be borne by the buyer, provided that the shipment was sent to the correct address specified in the contract, and the buyer did not collect it due to failure to exercise due diligence. The above position is based on the fact that in the case of a contract of sale, one of the basic obligations of the buyer is to collect the item, which is his property after reaching an agreement with the seller. Failure to comply with this obligation causes the buyer to be in default. When determining compensation for damage resulting from failure to collect the goods, there are, among others, costs of unclaimed shipment and costs of its return, storage costs.

Complaints

   All items sold in the BabyUniverse store are new, covered by the manufacturer's one-year warranty under the conditions described therein. If, after receiving the parcel, the Buyer finds that the goods have physical defects or are inconsistent with the contract, they may:

      a) carry out a complaint procedure under the Guarantee via the Store, delivering the goods at his own expense along with a purchase document and a detailed description of the defect to the following address: MINDON Łukasz Kolanowski os. Jana III Sobieskiego pavilion 52 (to the left of Chata Polska) 60-690 Poznań.

      b) submit a complaint in the Store for non-compliance of the goods with the contract (legal basis - the Act of 27 July 2002 on specific terms of consumer sales and amending the Civil Code)

      c) submit a complaint in the Store under the warranty for defects (legal basis - the Civil Code)

     If it is found that the product is damaged, please contact us by e-mail at the address sklep@babyuniverse.pl with a note in the subject "Complaint".

The claimed product should be delivered in the original or replacement packaging (e.g. cardboard) enabling safe transport to our company. Please attach a detailed description of the defect to the package. Within 14 calendar days of receiving the shipment, you will receive a decision regarding the acceptance or rejection of the complaint and you will be informed about the date of repair or replacement of the product with a new one.

Complaints related to the functioning of the store should be sent to the e-mail address sklep@babyuniverse.pl.
In the notification of the occurrence of non-compliance related to the functioning of the store, please provide: name and surname, date of the failure and a detailed description of its occurrence, contact telephone number. The store will respond to the submitted complaint within 7 days by sending an e-mail or by calling.