Returns and Complaints
Returns (withdrawal from the agreement)
If you are a Consumer or a Privileged Entrepreneur, you have the right to withdraw from a distance contract within 14 days from the date of receiving the shipment, without giving any reason.
Quick online return
The most convenient way to submit a return is to use the online return form:
After submitting the declaration of withdrawal from the agreement, you will receive confirmation of its receipt on a durable medium, in particular by electronic means.
1) How to submit a withdrawal
You may submit your declaration of withdrawal:
- via the online return form available at: Return form,
- by e-mail: ekram@ekram.pl,
- in writing to: EKRAM Karolina Bańcerowska, ul. Małopolska 4 A, 26-600 Radom, Poland,
- or in another durable form in accordance with applicable law.
You may also use the PDF withdrawal form; however, its use is not mandatory:
Contact for return notifications:
- E-mail: ekram@ekram.pl
- Correspondence / return 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 the declaration, please return the goods no later than within 14 days from the date of withdrawal. To meet the deadline, it is sufficient to send the parcel before the deadline expires.
- Please send the return to: EKRAM Karolina Bańcerowska, ul. Małopolska 4 A, 26-600 Radom, Poland
- The cost of returning the goods is borne by the Customer (direct return shipping costs).
- Please include the proof of purchase (receipt/invoice) or order number in the parcel – this will help identify the return.
3) Refunds
The refund will be made no later than within 14 days from receipt of your declaration of withdrawal. We may withhold the refund until we receive the returned goods or proof of their return (whichever occurs first).
- We refund the price of the goods and the delivery cost equal to the cheapest standard delivery option available in the store.
- The refund will be made using the same payment method used for the purchase unless otherwise agreed.
4) Responsibility for diminished value
You are responsible for any diminished value of the goods resulting from using them in a manner beyond what is necessary to establish the nature, characteristics, and functioning of the product.
5) Exceptions to the right of withdrawal
The right of withdrawal does not apply in cases provided by law, in particular for:
- goods made according to the Customer’s specifications or serving to satisfy individualized needs (personalized products),
- goods delivered in sealed packaging which cannot be returned after opening for health protection or hygiene reasons,
- other cases indicated in applicable regulations.
Complaints (non-conformity of goods with the agreement / warranty)
Non-conformity of goods with the agreement
The Seller is liable to the Consumer and the Privileged Entrepreneur for non-conformity of the goods with the agreement for a period of 2 years.
How to submit a complaint
You may submit a complaint:
- by e-mail: ekram@ekram.pl
- in writing: EKRAM Karolina Bańcerowska, ul. Małopolska 4 A, 26-600 Radom, Poland
Please include in your complaint:
- order number or proof of purchase,
- description of the problem,
- photos / video (if possible – this speeds up the assessment).
We will respond to the complaint no later than within 14 days from its receipt.
Possible claims
Depending on the situation and applicable law, you may request repair, replacement, price reduction, or withdrawal from the agreement (refund).
If the complaint is accepted, the costs related to the justified complaint are borne by the Seller.
Warranty
Some goods may be covered by the manufacturer’s warranty. The warranty does not exclude or limit your rights arising from non-conformity of the goods with the agreement.
EKRAM Karolina Bańcerowska
ul. Małopolska 4 A, 26-600 Radom, Poland
VAT ID: 9482322071 | REGON: 146041158
Phone: +48 608 460 935 | E-mail: ekram@ekram.pl
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