Returns and complaints in the fusima store

The rules for returns and complaints in the fusima.pl store are described in the TERMS AND CONDITIONS (click) of this store in sections J and K.

IMPORTANT: To withdraw from the contract, please inform us within 14 days of receiving your order. The easiest way to do this is by sending an email to kontakt@fusima.pl

In accordance with Art. 30. [Submission of a statement of withdrawal from the contract] of the Consumer Rights Act

“1. The consumer may withdraw from the contract by submitting a statement of withdrawal from the contract to the entrepreneur. The statement may be submitted on the form attached as Appendix 2 to the Act.”

Excerpt from the Terms and Conditions of the fusima.online store:

J. Right to withdraw from the contract

1. The consumer may withdraw from the Sales Contract within 14 days without giving any reason.
2. The period specified in point 1 begins on the day of delivery of the Product to the Consumer or to a person indicated by the Consumer other than the carrier.
3. The Consumer may withdraw from the Agreement by submitting a statement of withdrawal from the Agreement to the Seller. To meet the deadline for withdrawal from the Agreement, it is sufficient for the Consumer to send the statement before the expiry of that period.
4. The statement may be sent by traditional mail or electronically by sending the statement to the Seller's e-mail address - the Seller's contact details are specified in section C. The statement may also be submitted on the form provided in Appendix 1 to these Terms and Conditions and in the appendix to the Act of May 30, 2014 on consumer rights, but this is not mandatory.
5. If the Consumer sends the statement electronically, the Seller shall immediately send the Consumer confirmation of receipt of the statement of withdrawal from the Agreement to the e-mail address provided by the Consumer.
6. Effects of withdrawal from the Agreement:
1. In the event of withdrawal from a distance Agreement, the Agreement shall be deemed not to have been concluded.
2. In the event of withdrawal from the Agreement, the Seller shall return to the Consumer immediately, no later than within 14 days from the date of receipt of the Consumer's statement of withdrawal from the Agreement, all payments made by the Consumer, including the costs of delivery, with the exception of additional costs resulting from the Consumer's choice of a method of delivery other than the cheapest standard method of delivery offered by the Seller.
3. The Seller shall refund the payment using the same payment methods as those used by the Consumer in the original transaction, unless the Consumer has expressly agreed to a different solution which does not involve any costs for the Consumer.
4. The Seller may withhold the refund until the Product is received.
7. The Consumer should return the Product to the Seller's address provided in these Terms and Conditions immediately, no later than 14 days from the date on which they informed the Seller of their withdrawal from the Agreement. The deadline will be met if the Consumer sends the Product back before the expiry of the 14-day period.
8. The Consumer bears the direct costs of returning the Product.
9. The Consumer shall only be liable for any reduction in the value of the Product resulting from its use in a manner other than that necessary to establish the nature, characteristics, and functioning of the Product.
10. The right to withdraw from a distance contract is not available to the Consumer in relation to a Contract:
1. where the subject of the service is a non-prefabricated item, manufactured according to the Consumer's specifications or serving to satisfy his individual needs,
2. where the subject of the service is an item delivered in sealed packaging which cannot be returned after opening the packaging due to health protection or hygiene reasons, if the packaging was opened after delivery,
3. where the subject of the service is a perishable item or an item with a short shelf life,
4. for the provision of services, if the Seller has fully performed the service with the express consent of the Consumer, who was informed before the performance of the service that they would lose their right to withdraw from the Agreement once the Seller had performed the service,
5. in which the price or remuneration depends on fluctuations in the financial market over which the Seller has no control and which may occur before the expiry of the withdrawal period,
6. in which the subject of the service are items which, after delivery, due to their nature, are inseparably connected with other items,
7. in which the subject of the service are alcoholic beverages, the price of which was agreed upon at the conclusion of the sales contract, and which can only be delivered after 30 days and whose value depends on fluctuations in the market over which the Seller has no control,
8. where the subject of the service are sound or visual recordings or computer programs delivered in sealed packaging, if the packaging has been opened after delivery,
9. for the delivery of newspapers, periodicals or magazines, with the exception of subscription contracts,
10. for the delivery of digital content which is not recorded on a tangible medium, if the performance of the service began with the Consumer's express consent before the expiry of the withdrawal period and after the Seller informed the Consumer about the loss of the right to withdraw from the Contract.

K. Complaints and warranty

1. The Sales Agreement covers new and used products, and their condition is described in the product card.
2. The Seller is obliged to deliver the item to the Customer free from hidden defects.
3. In the case of goods of natural origin, the following are not considered defects:
1. uneven coloring resulting from the natural properties of the material,
2. damage resulting from improper use, e.g. caused by exposure to very high or low temperatures, cleaning with chemicals, exposure to prolonged contact with water and chemicals, aggressive/improper mechanical cleaning,
3. natural wear and tear of the product, e.g. scratches, abrasions,
4. natural dirt and artifacts,
5. naturally occurring changes,
6. natural differences in product color, e.g., stones,
7. natural, variable texture of products, decorative and precious stones.
4. In the event of the sale of a product with defects described in the product description, e.g., loss, breakage, and others, such a defect does not constitute grounds for a complaint.
5. In the event of a defect in goods purchased from the Seller, the Customer has the right to make a complaint based on the provisions of the Civil Code regarding warranty.
6. Complaints should be made in writing or by email to the Seller's addresses provided in these Terms and Conditions. (You can use the ready-made form in Appendix 2 to these Terms and Conditions).
7. It is recommended that the complaint include, among other things, a concise description of the defect, the circumstances (including the date) of its occurrence, the details of the Customer making the complaint, and the Customer's request in relation to the defect in the goods.
8. The Seller shall respond to the complaint immediately, no later than within 14 days, and if it fails to do so within this period, the Customer's request shall be deemed justified.
9. Goods returned under the complaint procedure should be sent to the address provided in section C of these Terms and Conditions.
10. If a warranty has been granted for the Product, information about it and its content will be included in the Product description in the Store.