Returns and Complaints

Returns (Right to Cancel)

You have the right to cancel your order within 14 days without giving any reason. The cancellation period is 14 days from the day you, or a third party indicated by you who is not the carrier, receive the goods. To exercise this right, please contact us by email at [email protected] or by post at FKWT sp. z o.o., ul. Dąbrowskiego 77a, 60-529 Poznań, Poland. You may also use our model cancellation form, although this is not mandatory.

You must return the goods promptly, and in any case no later than 14 days after informing us of your decision to cancel. The cost of returning the goods is borne by the customer. We will refund all payments received from you, including the cost of the least expensive standard delivery offered by us, without undue delay and no later than 14 days after we are informed of your decision to cancel. We may withhold the refund until we receive the goods back or proof of their return, whichever occurs first.

The right to cancel does not apply to goods made to the consumer’s specifications or clearly personalised, nor to contracts for the supply of newspapers, magazines or periodicals, except for subscription contracts.

Complaints (Faulty Goods)

You have statutory rights under UK law which guarantee that goods supplied are of satisfactory quality and fit for their intended purpose. To submit a complaint, please contact us by email at [email protected] or by post at the above address, providing your order number, a description of the issue, and photos if possible.

If goods are delivered with visible transport damage, please notify the courier as soon as possible and contact us immediately. Failure to do so will not affect your legal rights but will help us pursue claims against the carrier.

All complaints and warranty claims are handled in accordance with applicable law.

Sample cancellation form

(If you wish to cancel the contract, please complete and return this form).