PART I — RETURNS (Withdrawal from the contract)
You have 14 days to return
If you are a consumer, you can return the goods within 14 days of receiving them — without giving any reason. You don't have to explain or justify your decision.
The period is counted from the day you received the package (you or a person indicated by you).
How to return goods — step by step
1. Inform us about the return
Write to kontaktvaporum@proton.me. In the message, provide:
- order number,
- first and last name,
- bank account number for the refund (if you paid by other means than card).
It is enough to send the message before the 14-day period expires — you don't have to send the package itself by then.
2. Return the goods
You have another 14 days for this from the moment you inform us about the return.
Return address:
[Brześć Kujawski, Targowa 4]
3. You will receive your money
We refund the full order amount including delivery costs (equal to the cheapest delivery option available to us) within 14 days of receiving your statement of withdrawal.
The refund is processed using the same method you paid with, unless we agree otherwise.
What you need to know
You bear the cost of returning the goods. This is standard practice and is compliant with the law — we inform you about this directly before purchase.
We may withhold the refund until we receive the goods back or you provide proof of shipment — whichever occurs first.
You can inspect the goods — but not use them for daily purposes. You have the right to unpack the device, examine it, and check if it works — exactly as you would in a brick-and-mortar store. However, if you used it extensively and it shows on the device, we may proportionally reduce the refund amount due to the loss of value of the goods.
We do not require original packaging or return in foil — secure the package so that it reaches us intact.
Withdrawal from contract form
It is not mandatory — a simple email is sufficient. However, if you prefer a ready-made template:
Recipient: Hubert Szymański, kontaktvaporum@proton.me
I, the undersigned, hereby inform you of my withdrawal from the contract for the sale of the following goods: ..............................
Order date: ..............................
Receipt date: ..............................
Consumer's first and last name: ..............................
Consumer's address: ..............................
Account number for refund: ..............................Date: ..............................
PART II — COMPLAINTS (defective goods)
You have 2 years to complain
If the goods are damaged, incomplete, not working properly, or do not match the description from the store — you can complain about them within 2 years of receipt.
This is a separate right from returns — complaints are not limited to 14 days.
How to file a complaint
Write to kontaktvaporum@proton.me and provide:
- order number,
- description of the problem (what exactly is happening),
- photos or a short video showing the defect — this usually speeds things up the most,
- what you expect: repair or replacement with a new item.
What happens next
We respond within 14 days. If we do not respond within this period — the complaint is considered accepted.
Firstly, we propose repair or replacement of the goods. All costs — including shipping both ways — are covered by us.
If repair or replacement proves impossible, too costly, we do not carry them out within a reasonable time, or the defect is serious enough to justify it — you may demand a price reduction or withdrawal from the contract and a full refund.
What complaints do not cover
- damage resulting from use not in accordance with the instructions,
- natural wear and tear of consumables,
- mechanical damage caused by the user,
- effects of repairs carried out by unauthorised persons.
Package arrived damaged?
Report it to us as soon as possible and attach photos of the packaging and contents. If the damage was visible upon receipt, it would be helpful to draw up a damage report with the courier — this is not mandatory, but it significantly speeds up the process.
Where to seek help if we don't agree
If we are unable to resolve the matter directly, as a consumer, you can use free assistance from:
- the municipal (or district) consumer ombudsman — appropriate for your place of residence,
- the Provincial Inspectorate of Trade Inspection — mediation or amicable consumer court,
- information on the website uokik.gov.pl.
Contact
kontaktvaporum@proton.me
We respond on business days, usually within 24 hours.