Returns and complaints

On this page we describe how to withdraw from a contract and return a product bought in our online shop, and how to make a complaint. The rules come from the Polish Consumer Rights Act of 30 May 2014 and from the Terms and Conditions of the shop (§ 10–13).

1. Right to withdraw from the contract

1.1. If you buy as a consumer, you can withdraw from a contract made online within 14 days without giving a reason.

1.2. The 14 days start on the day when you, or a person you name who is not the carrier, receive the parcel. If we deliver the order in several parcels, the period starts when the last parcel is received.

1.3. To keep to the deadline, it is enough to send the statement of withdrawal from the contract before the deadline ends.

1.4. A natural person who buys in connection with their business has the same right if the purchase is not of a professional nature for them.

2. Exceptions

2.1. The right to withdraw from the contract does not apply in the cases listed in the Consumer Rights Act. This includes, among others, products:

1. delivered in a sealed package that cannot be returned after opening for health protection or hygiene reasons, if the package was opened after delivery,
2. that go off quickly or have a short use-by date.

2.2. How these exceptions apply to the THESYBIN product: [TO BE COMPLETED].

3. How to withdraw from the contract

3.1. Send us a clear statement that you withdraw from the contract:

1. by email to sklep@thesybinlabs.pl or
2. by letter to: THESYBIN LABS PSA, Lubiejewska 158, 07-300 Ostrów Mazowiecka.

3.2. You can use the model form below, but you do not have to.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

• To: THESYBIN LABS PSA, Lubiejewska 158, 07-300 Ostrów Mazowiecka, email: sklep@thesybinlabs.pl
• I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following goods(*) / for the supply of the following goods(*) / for the making of the following goods(*) / for the supply of the following service(*)
• Ordered on(*)/received on(*)
• Name of consumer(s)
• Address of consumer(s)
• Signature of consumer(s) (only if this form is sent on paper)
• Date

(*) Delete as appropriate.

4. Returning the product and payments

4.1. Send the product back without delay, no later than 14 days from the day you withdraw from the contract. It is enough to send it before this deadline ends.

4.2. Return address: THESYBIN LABS PSA, Lubiejewska 158, 07-300 Ostrów Mazowiecka. How to send the parcel back: [TO BE COMPLETED].

4.3. You pay the direct cost of sending the product back, unless we tell you that we will pay this cost.

4.4. We will return all payments we received, including the cost of delivering the product to you, without delay, no later than 14 days from the day we receive the statement of withdrawal from the contract.

4.5. If you choose a delivery method that costs more than the cheapest standard delivery method available in the shop, we do not return the extra costs of this choice.

4.6. We will make the refund using the same payment method that was used for the order, unless you agree to a different method. The refund does not cost you anything.

4.7. We may hold back the refund until we receive the product or proof that you sent it back — whichever happens first.

4.8. You are responsible for any reduction in the value of the product if you use it more than is necessary to check its nature, features and how it works.

5. Complaints (product not in line with the contract)

5.1. We are responsible for the product being in line with the contract. This applies to a lack of conformity that existed when the product was delivered and appeared within 2 years from that time, unless the use-by date of the product is longer.

5.2. You can make a complaint:

1. by email to sklep@thesybinlabs.pl or
2. by letter to: THESYBIN LABS PSA, Lubiejewska 158, 07-300 Ostrów Mazowiecka.

5.3. To help us deal with the complaint, include:

1. your name and contact details,
2. the order number or the date of purchase,
3. a description of how the product is not in line with the contract,
4. what you request.

5.4. If the product is not in line with the contract, you can ask for it to be repaired or replaced. In the cases listed in the Act, you can also ask for a price reduction or withdraw from the contract.

5.5. If we need the product to deal with the complaint, make it available to us. We collect it at our cost. How to send the product with the complaint: [TO BE COMPLETED].

5.6. We will reply to the complaint within 14 days from the day we receive it. If we do not reply within this time, the complaint is considered accepted.

5.7. Information about out-of-court ways of dealing with complaints and claims: § 15 of the Terms and Conditions of the shop.

6. Contact

6.1. Seller:
THESYBIN LABS PSA
Lubiejewska 158, 07-300 Ostrów Mazowiecka
KRS: 0001130421
NIP: 7162845553

6.2. Email: sklep@thesybinlabs.pl
Phone: +48 604 553 704

6.3. We describe delivery methods and costs, and payment methods, on the Delivery and payment page.