Returns and complaints

Return and exchange of goods

If a product purchased in our store does not meet your expectations, remember that you have the right to return and exchange within 30 days.

The condition for returning goods and exchanging goods is to deliver them in an unchanged condition (clean, unused, with tags).

How to return/exchange goods?

1. Download the return form (withdrawal from the contract). RETURN FORM (download here)

2. Print and fill out the form. If you can't print it, download this format to fill out electronically and send it to email: [email protected]

3. Pack the parcel, attaching the printed and completed return form and the purchase document.

4. Send the parcel back at your own expense to the following address:

Hydrosfera

ul. Starowiejska 23

84-120 Władysławowo

Note! If you placed your order through an online store, this link will help you send your parcel to our store - Quick return
 

The customer bears the direct costs of returning/exchanging (sending back/handing over/packaging) the products. The customer is asked to use a method of packaging the returned items that will allow the shipment to be secured in a manner appropriate to its type - for example against damage/crushing during transport or bending of, for example, a boom or bar.

We do not accept packages sent cash on delivery.

5. When the package reaches us, we will inform you by e-mail that we have accepted the returned goods. The goods will be checked for signs of use.

6. You will receive the money for the returned goods by transfer to the account indicated by you or to the account from which you originally paid for the returned products within 14 days from the date of our acceptance of the return.

In the event of Withdrawal from the contract, the Seller shall return to the Customer all payments received, including the costs of delivering the goods, immediately, and in any case no later than 14 days from the day on which the Seller was informed by the Customer of the decision to exercise the right of Withdrawal. In the event of a return of part of the order, the delivery costs are not refunded.

7. If you wish to exchange the product, we will send you a package with the new goods as soon as possible after we accept the return. (usually 1-3 days at the earliest.)

WARRANTY

The warranty for purchased products is two years for retail consumers (unless otherwise stated in the product card) from the date of purchase, confirmed by proof of purchase in the form of a sales receipt. For customers purchasing goods on a VAT invoice, a one-year warranty is provided.
Before filing a complaint, please read the rules.
Complaints can be filed via the website or via a ready form in the store.

Rules:
1. The customer is obliged to report a defect immediately after it occurs and to stop using it until the complaints department is contacted.
2. The returned goods should be clean and hygienically safe. Otherwise, we reserve the right to refuse to accept the complaint.
3. When exchanging the complained item for a new one, the exchange period may be extended if the store does not have the given item in stock.
4.The customer cannot withdraw from the contract if the defect is insignificant.
5. The person filing the complaint shall deliver the complained product to the registered office at their own expense.
6. If the complaint is found to be justified, the Hydrosfera store is obliged to repair or replace the product and deliver it to the person filing the complaint at their own expense. If it is not possible to replace or repair the product, they are obliged to reduce the purchase price or pay the amount due to the person filing the complaint.
7. The store is obliged to consider the claim within 14 days of receiving and confirming the notification and the customer will be informed about further proceedings by e-mail or telephone.

If necessary, we will ask you to send the complained item to the registered office at the following address:
Hydrosfera - Complaints Department, ul. Starowiejska 23, 84-120 Władysławowo.

The warranty is lost in the event of:
– independent repair of the product
– use of the product despite damage
– use of the product contrary to its intended purpose
– the product has any mechanical damage
– significant wear of the product


COMPLAINTS