Complaints and Returns
Every customer has the right to file a complaint regarding purchased goods, provided they have proof of purchase in the form of a receipt or invoice. The complaint period for receipts is 24 months, while for invoices, it is 12 months.
Complaints may be submitted by the Customer in writing to: Onyx International Sp. z o. o., Polna 125, 87-100 Toruń, or electronically via email to: biuro@onyxinternational.pl . The Seller is obligated to respond to the complaint within 14 calendar days from the date it is filed. Failure by the Seller to respond within this period means that the Seller has deemed the complaint justified.
It is recommended that the Customer provide information in the complaint description regarding the type, circumstances and date of the defect, the method of settling the claim (free repair of the goods, replacement of the goods with a new one, reduction of the product price by a specific amount, withdrawal from the contract) and the contact details of the person submitting the complaint, as this will significantly streamline the entire process.
A customer who is a consumer also has the option of using out-of-court complaint and redress procedures (Online Store Regulations, point 7.2).
Any customer may withdraw from the purchase contract for intact goods within 14 calendar days from the date of purchase, without providing a reason. The condition is that the goods are accompanied by proof of purchase in the form of a receipt or invoice.
Withdrawal from the purchase agreement may be submitted in writing to the following address: Onyx International Sp. z o. o., Polna 125, 87-100 Toruń, or electronically via e-mail to the following address: biuro@onyxinternational.pl .