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Return and Refund policy

Withdrawal from the contract

INSTRUCTION ON WITHDRAWAL FROM THE CONTRACT RESULTING FROM THE ACT OF MAY 30, 2014 ON CONSUMER RIGHTS

As a Consumer (you buy goods for purposes unrelated to business or professional activity), you have the right to withdraw from the Agreement without giving any reason.

The deadline to withdraw from the Agreement expires within 14 days, counting from the day following the date on which:

order received,
a third party other than the carrier and indicated by you came into possession of the product,
the last part of the order was received, if the order was carried out in parts,

If you want to exercise the right to withdraw from the Agreement, notify us of your decision by sending us a statement of withdrawal from the Agreement before the deadline for withdrawing from the Agreement.

TEMPLATE WITHDRAWAL FROM THE CONTRACT
Please inform us by e-mail of your intention to the address
service@pellelife.com

Sample email content:
– Date of conclusion of the contract/receipt of goods[*]
– Name and surname of the consumer
– Consumer's address
– Consumer's signature
– Information about the advertised product along with the order number
– Indication of the reason for the complaint along with a description of the defect
– Expected way of handling the complaint
– Proof of purchase (receipt, payment confirmation, FV)
Upload photos or videos about items and packages.
– Date
[*] Delete where not applicable.
Within 3 business days, we will contact you to determine further steps. Only after receiving a message from us with return instructions, you can send the returned product. Returns submitted or sent to the wrong address will not be accepted.

When and how will the refund be made?

In the event that you withdraw from the Agreement, no later than 14 days from the date on which we were informed about this fact, we will refund the received payment for the product. We will refund the payment using the same payment methods that you used in the original transaction, unless you expressly agree otherwise.
If you paid for the order on delivery, please provide the account number or postal order details to which we will be able to refund the money. This only applies if you return the order to the warehouse.
We may withhold the return until we have received the product or until you have provided us with proof of its return, whichever occurs first.
We may withhold the reimbursement of the payment received from you until we receive the item back or you provide proof of its return, depending on which event occurs first.
Your deadlines and costs

The product must be returned within 14 days of notifying us of the decision to withdraw from the Agreement. The deadline is met if the shipment reaches us before the expiry of the 14-day period. You bear the cost of returning the returned product to the warehouse. You are only responsible for the decrease in the value of the item resulting from using it in a different way than it was necessary to establish the nature, characteristics and functioning of the item. Note - in the case of products purchased in the promotion (especially bundles), please read the regulations of the promotion.


THE RIGHT TO WITHDRAW FROM THE AGREEMENT DOES NOT APPLY WITH RESPECT TO THE AGREEMENT:
  • provision of services, if the pellelife.com online store has fully performed the service with the express consent of the Consumer, who was informed before the commencement of the service that after the performance of the service by the pellelife.com online store, he will lose the right to withdraw from the contract,
  • in which the subject of the service is an item delivered in a sealed package, which cannot be returned after opening the package due to health protection or hygiene reasons, if the package was opened after delivery,
  • in which the subject of the service are sound or visual recordings or computer programs delivered in a sealed package, if the package was opened after delivery,
  • delivery of newspapers, periodicals or magazines, with the exception of a subscription agreement,
  • delivery of digital content that is not recorded on a tangible medium, if the performance of the service began with the express consent of the Consumer (acceptance of the appropriate checkbox when placing the order) before the deadline to withdraw from the contract and after informing him by the online store pellelife.com (information in the regulations in this tab and when placing the order) about the loss of the right to withdraw from the contract.

Complaints

If you are a consumer, if the goods purchased from us turn out to be defective, you have the right to make a complaint based on the warranty. It is best to submit a complaint to the following e-mail address: service@pellelife.com.

In connection with the defect, you can demand:

  • exchange of items for ones free from defects,
  • defect removal,

or make a statement about:

  • lowering the price,
  • withdrawal from the contract - in the case of a significant defect.

We are responsible to you for defects found within two years from the date of delivery of the item.

Consideration of your complaint (response to it) will take place within 3 days from the date of receipt of your complaint by us.

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