Complaints

Before picking up a parcel, always check that it has not been damaged in transit. If the packaging has visible external damage, we advise that you refuse delivery of the package and then contact us by email shop@naz-trading.com or phone: +48 536-321-276.

After receiving the package, it is possible to open the package in the presence of the courier  - in the case of non-compliance, a discrepancy report is drawn up, which forms the basis of the subsequent complaint.

If the purchased product turns out to have manufacturing defects or is inconsistent with the description, please follow the complaint procedure below:

  1. Send us the product you want to raise a complaint for by attaching a written statement, in which you detailed describes the reason for the product complaint, the form of compensation requested, including the return address and the account number to which the refund will be made (depending on the decision made by the store).
  2. Within 14 days of receiving the parcel, we will inform you by e-mail or by phone about the outcome of the complaint procedure.
  3. If the complaint is considered positive, within 7 working days from the date of the decision, we will compensate for the costs incurred by you by: repairing the product being complained about, sending a new copy of the product or refunding the money. In case of payment by a payment card, the refund will be made on the card.
  4. If the complaint is considered unjustified, we will provide you with detailed justification of the decision made and within 14 working days we will send back the advertised product to you.

 

Return of products

In accordance with the applicable provisions, within 14 calendar days from the date of delivery of the ordered goods, you have the right to return it without giving reasons in the context of withdrawal from the contract, according to the general rules resulting from the provisions on the conclusion of distance contracts. This applies only to consumer sales, and thus applies only to sales to a natural person who makes purchases for purposes not related to professional or business activity.

Returned product cannot bear traces of use - each item must be complete and pre-packaged, the product delivered in its original packaging in an unchanged condition. If this condition is not met, the product will not be accepted.

If you wish to return the product:

  1. Send the purchased product in undamaged condition and in the original packaging with all its contents.
  2. Attach to the shipment a written statement in which you state that you want to return the product, as well as the account number to which you will be refunded.
  3. Within 3 business days of receiving your shipment, we will check the condition of the product (whether it bears traces of use, whether it has been damaged or destroyed, or is in the original packaging with all its contents).
  4. If we do not notice any issues, we will send you a positive response to the return of your product to your email address. Payment will be refunded within 7 days to the account number included. In case of payment by a payment card, the refund will be made on the card.

 

If your return of the product is rejected (due to damage to the product or signs of use), we will inform this to you via the email address provided that we have not accepted the return of the product. Within 7 working days, we will send back the product to the indicated return address, covering the cost of shipping.