RETURNS AND COMPLAINTS POLICY
 

RETURNS

1. The consumer may withdraw from the contract without giving a reason by submitting an appropriate statement in any form or without issuing a written statement within 14 days from the date of delivery of the product, sending the product back. To meet the above deadline, a statement should be sent before its expiry to the following address: ElastoGum Wilczyce, ul. Dworska 11; 51-361 Wrocław 10 or to the email address: biuro@egum.eu
   
   
2. In the event of withdrawal from a distance contract, the contract is considered void. The return should take place immediately, not later than within 14 days. The purchased goods should be returned to the following address: ElastoGum Wilczyce, ul. Dworska 11; 51-361 Wrocław 10
   
   
3. The direct costs of returning the goods in connection with the exercise of the right shall be borne by the Buyer, unless the seller has agreed to bear them.
   
   
4. In the event of the Customer's withdrawal from the contract, the Store will refund the product price within 14 days from the date of receipt of the Consumer's statement. The refund will be made to the bank account indicated by the Consumer.
   
   
5. The consumer is obliged to return the goods no later than 14 days from the date on which he withdrew from the contract, unless the entrepreneur proposed that he would organize the collection of the item himself. To meet the deadline, it is enough to send back the goods before its expiry.
   
   
6. Withdrawal from the contract requires meeting certain conditions: the product must be returned unaltered (cannot be used, damaged, opened, tampered with in any way), the packaging should also be intact (foils and other security features). The seller may withhold the reimbursement until receipt of the product back or until proof of its return is provided to him, depending on which event occurs first.
   
   

Exclusions from the Right to Return

We reserve the right to partially or completely limit and not recognize the consumer's right to return goods in the following cases:

1. Some of the offered products are made only and directly to individual customer orders, with particular emphasis on: specific quantities, individual product characteristics, i.e. material, hardness, color and other properties, as well as individually agreed prices depending on other parameters of the order.
   
   
2. Plates (forms), rubber cords and rubber profiles, apart from being available in whole rolls, are also available in the form of sections, which thus acquire the status of made-to-order products.

To distinguish the goods, they are not returnable, they are marked "goods to order", such products are made on the basis of individual customer orders and pursuant to art. 38 point 3 of the Act of 30 May 2014 on consumer rights (Journal of Laws of 2014, item 827): "the right to withdraw from a distance contract is not entitled to the consumer in relation to contracts in which the subject of the service is a non-prefabricated item, manufactured to the consumer's specifications or to meet his individual needs.

COMPLAINTS

1.    A complaint based on the seller's liability for non-conformity of the goods with the contract should be submitted, among others:
   
   
   • sending an email to: biuro@egum.eu,
     
     
   • by post to the address: ElastoGum Wilczyce, ul. Dworska 11; 51-361 Wroclaw 10,
     
     
   • by phone at: +48 71 399 08-00
     
     
2. The complaint should contain a detailed description of the type of non-compliance, the date of its occurrence, the Consumer's request, order number and contact details should be specified, which will facilitate the complaint procedure.
   
   
3. The store considers complaints immediately, at the latest within 14 days of receipt of the complaint sent by the customer.
   
   
4. In the absence of information on the method of considering the complaint, within the time limit specified in point 3, the complaint is considered resolved in favor of the Customer.
   
   
5. In the event of a justified complaint, the Customer may request a free replacement of the product with a new one, a price reduction, or there is a possibility of withdrawing from the contract. The store will refund the Customers the equivalent of the price of the entire transaction.
   
   
6. The response to the complaint is sent to the e-mail address provided by the Customer, correspondence address or is provided by phone.

Exclusions from the Right to Complaint

We reserve the right to partially or completely limit and not recognize the consumer's right to complain about the goods in the following cases:

1. Complaints are not subject to products made to the individual customer's order, where the defect results from reasons on the part of the customer and consisting in:
   
          
   1. improper selection of the product, e.g. sealing to the joint, including:
      
      
      1. type of product, e.g. sealing, including its shape,
         
         
      2. its dimensions,
         
         
      3. the material from which it was made,
         
         
   2. improper installation of the product,
      
      
   3. its installation by a person without proper qualifications,
      
      
2. Complaints are not subject to all products made to the individual customer's order, where the defect results from reasons other than those related to the parameters of the order.
   
   
3. Complaints are not subject to all products made to the customer's individual order, and within 14 days of receipt of the goods, he has not assessed them in terms of compliance with the order.
   
   
4. Complaints are not subject to all products made to the customer's individual order, when any discrepancies of the products with the order have been accepted by the customer at the production stage or before shipment.

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