Returns and complaints

Returns (withdrawal from the contract)

If you are a Consumer or a Privileged Entrepreneur, you have the right to withdraw from a distance contract within 14 days from the day you receive the parcel, without giving any reason.

1) How to submit a withdrawal

You can submit your withdrawal statement on a durable medium (e.g. by e-mail or in writing). You may use a withdrawal form (it is not mandatory):

• • Download the withdrawal form (PDF)

Contact details for withdrawals:

• E-mail: ekram@ekram.pl
• Return / correspondence address: EKRAM Karolina Bańcerowska, ul. Małopolska 4 A, 26-600 Radom, Poland
• Phone: +48 608 460 935 (Mon–Fri, 8:00–15:00 CET)

2) Returning the goods

After submitting your withdrawal statement, please send the goods back no later than 14 days from the day of withdrawal. The deadline is met if you dispatch the parcel before it expires.

• Return address: EKRAM Karolina Bańcerowska, ul. Małopolska 4 A, 26-600 Radom, Poland
• You bear the direct cost of returning the goods (return shipping).
• Please include proof of purchase (invoice/receipt) or the order number to help us identify the return.

3) Refund

We will refund the payment no later than 14 days from the day we receive your withdrawal statement. We may withhold the refund until we have received the goods back or you have provided evidence of having sent them back (whichever occurs first).

• We refund the price of the goods and the cost of delivery up to the amount of the cheapest ordinary delivery option available in our store.
• The refund will be made using the same payment method that you used for the initial transaction, unless we agree otherwise.

4) Liability for diminished value

You are liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

5) Exceptions to the right of withdrawal

The right of withdrawal does not apply in cases provided for by law, in particular for:

• goods made to the consumer’s specifications or clearly personalised,
• sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery,
• other cases indicated in applicable regulations.

Complaints (lack of conformity / warranty)

Lack of conformity with the contract

The Seller is liable to Consumers and Privileged Entrepreneurs for the lack of conformity of the goods with the contract for 2 years.

How to file a complaint

You can submit a complaint:

• by e-mail: ekram@ekram.pl
• in writing: EKRAM Karolina Bańcerowska, ul. Małopolska 4 A, 26-600 Radom, Poland

Please include:

• order number or proof of purchase,
• a description of the issue,
• photos / video (if possible – it speeds up the assessment).

We will respond to your complaint no later than within 14 days from receiving it.

Possible remedies

Depending on the situation and applicable law, you may request repair, replacement, a price reduction, or withdrawal from the contract (refund).

If the complaint is accepted, the Seller covers the costs related to a justified complaint.

Warranty

Some goods may be covered by a manufacturer’s warranty. A warranty does not exclude or limit your statutory rights related to lack of conformity.

EKRAM Karolina Bańcerowska
ul. Małopolska 4 A, 26-600 Radom, Poland
NIP: 9482322071 | REGON: 146041158
Phone: +48 608 460 935 | E-mail: ekram@ekram.pl