Returns and Complaints
These rules define the procedure for withdrawal from the contract, product returns, and submitting complaints for orders fulfilled by the Eurodrut online store.
The provisions comply with:
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the Act of 30 May 2014 on Consumer Rights,
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the Civil Code,
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regulations on the statutory warranty (the seller’s liability for conformity of goods with the contract).
1. Withdrawal from the contract (product return) – consumers
The consumer has the right to withdraw from the sales contract within 14 calendar days from the date of receiving the product, without giving any reason.
Procedure
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submission of a withdrawal statement (by e-mail or form),
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return of the product within 14 days from the notification,
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attachment of proof of purchase.
Conditions for accepting a return
The product must be:
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undamaged,
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complete,
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not assembled / not processed,
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properly secured for transport.
The buyer is liable for any reduction in the value of the goods resulting from use beyond what is necessary to check the nature, characteristics, and functioning of the product.
Costs
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return shipping costs: borne by the buyer,
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the refund includes the product price and the cheapest delivery method offered.
Refund deadline
Up to 14 days from receipt of the withdrawal statement (with the option to withhold payment until the product is received).
2. Exclusion of the right of withdrawal
The right of return does not apply to:
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products made to order,
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personalized products,
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materials cut to size or prepared according to the customer’s specifications,
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products that lose their original commercial form after installation or processing.
This applies in particular to production components and semi-finished products prepared for a specific order.
3. Complaints – non-conformity of goods / statutory warranty
The seller is liable for physical and legal defects of the product.
Consumer
Liability period: 2 years from the date of delivery of the product.
Entrepreneur (B2B)
Liability according to the rules of the statutory warranty under the Civil Code, unless the contract provides otherwise.
Buyer’s rights
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repair,
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replacement,
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price reduction,
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withdrawal from the contract (in the case of a significant defect).
4. Complaint procedure
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notification by e-mail: [e-mail address],
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description of the defect + photos,
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order / invoice number,
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preferred method of resolution.
After verification, information will be provided regarding the next steps (return of the product / collection / replacement).
Do not send the product back without prior confirmation.
Response time
Up to 14 calendar days.
Failure to respond within this period means the complaint is deemed accepted.
5. Correspondence address
Eurodrut Sp. z o.o.
ul. Poznańska 22E/2
62-080 Tarnowo Podgórne
tel.: 509 636 057
e-mail: sklep@eurodrut.pl
6. Out-of-court dispute resolution
The consumer may use:
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assistance of the municipal or county consumer ombudsman,
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mediation by the Trade Inspection Authority,
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the ODR platform (EU).
FAQ – frequently asked questions
Can I return wire cut to size?
No. Products prepared according to the customer’s specifications are not eligible for return.
Do companies (B2B) have 14 days to return products?
No. The right of withdrawal applies exclusively to consumers. Companies are subject to the statutory warranty rules.
Who pays for return shipping?
The buyer.
How quickly will I receive a refund?
Up to 14 days from notification (usually faster once the product is received).
Can I exchange a product instead of returning it?
Yes – as part of a complaint or after prior agreement.
Is a receipt required?
Proof of purchase is sufficient (receipt, invoice, order number).
Can I return a product without prior notification?
No. Prior contact is required; otherwise, the process will take longer.
How long does complaint handling take?
Up to 14 calendar days.