Returns and complaints

Below you will find the rules for withdrawal from the contract, complaints for non-conformity of goods with the contract, and manufacturer warranties. This page is for information; the binding provisions are in the Store Terms and Conditions, which prevail in case of any discrepancy.

Territorial scope

The rules on this page apply to orders delivered within the European Union. For orders delivered outside the European Union, Simline does not offer a voluntary right of return or manufacturer warranty service; we do not arrange collection or shipment of goods from outside the EU, and customs duties, import taxes and carrier fees are borne by the recipient and are non-refundable. In such cases the buyer's rights are limited to those arising from mandatory provisions of law.

Withdrawal from the contract (returns)

Who is entitled

The right to withdraw from a distance contract applies to consumers and to sole traders with consumer rights (natural persons running a business where the purchase is not of a professional nature for them). Other businesses and B2B customers with an individual price list have no right of withdrawal; a return is then possible only with Simline's prior written consent and on agreed terms.

Time limits

You have 15 days from receipt of the goods to notify us of withdrawal and a further 15 days from notification to send the goods back. The period runs from the day you, or a person indicated by you (other than the carrier), received the shipment; for deliveries in parts — from receipt of the last part. Sending the statement before the deadline is sufficient to meet it. The 15-day notification period is a voluntary extension of the statutory 14 days and does not change the other rules.

How to return

1. Fill in the withdrawal form or send an unambiguous statement to odstapienie@simline.eu, stating the order number and the products being returned. You may use the template from the Terms, but it is not required.
2. You will receive an e-mail confirming receipt of your statement.
3. Send the goods to: Simline Sp. z o.o., ul. Garbary 100/164, 61-757 Poznań, Poland, within 15 days of notification, by a tracked service. We do not accept cash-on-delivery shipments. Keep proof of posting.
4. After receiving and inspecting the goods, we refund the payment.

Return costs

The direct cost of returning the goods is borne by the buyer. Goods that, due to size or weight, cannot be returned by normal post require a bulky or pallet shipment; its cost depends on dimensions and carrier and is also borne by the buyer. On request we can arrange collection by our carrier at your expense — we will quote the amount before booking.

Refund

We refund the price of the goods and the cost of delivery to you up to the cheapest standard delivery option offered in the store. The refund is made by the same payment method you used, without undue delay and no later than 14 days from receiving your statement; we may withhold the refund until we receive the goods or proof of their dispatch. Orders paid with a gift voucher, a loyalty voucher or partner commission are settled under the relevant terms: gift vouchers, loyalty programme, partner programme.

Condition of goods and diminished value

You may examine the goods to the extent you would in a physical store: unpack, inspect, check completeness and conformity with the description. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. We consider this to include in particular mounting the goods on a rig, connecting and operating them, activating software or registering the device, using them in a game, removing protective films, seals and safeguards from functional parts, and destroying or missing the original packaging and transport inserts. In such cases a return is still possible, but the refund is reduced by the diminished value established on inspection, which we justify in our response. If you would like to try the equipment before deciding, you are welcome to visit our showroom in Poznań.

Exclusions from the right of withdrawal

The right of withdrawal does not apply in the cases set out in Article 38 of the Polish Consumer Rights Act, in particular goods made to the buyer's specification or personalised, sealed goods which cannot be returned for hygiene reasons once unsealed, digital content not supplied on a tangible medium where supply began with the buyer's express consent, and gift vouchers under their own terms.

Complaints — non-conformity of goods with the contract

Complaints from consumers and sole traders with consumer rights are handled under Chapter 5a of the Polish Consumer Rights Act.

• Scope of liability: we are liable for a lack of conformity existing at the time of delivery and becoming apparent within 2 years of delivery. The following in particular do not constitute non-conformity: natural wear, mechanical damage, liquid damage, overload, assembly or use contrary to the instructions, interference with hardware or software, and characteristics of which the buyer was expressly informed before purchase and which they accepted.
• Remedies: first, repair or replacement (we may choose the other remedy if the one requested is impossible or disproportionately costly); price reduction or withdrawal from the contract — in the cases provided by law, with withdrawal not available where the lack of conformity is minor.
• Submission: by e-mail to support@simline.eu or in writing to our registered office, with the order number, product name, description of the problem and documentation (photos, video). Please contact us before shipping the goods — many issues concerning equipment operation can be resolved remotely, and if shipment is necessary we will provide instructions and arrange collection at our expense.
• Deadline: we respond within 14 days of receiving the complaint. No response within that period means the complaint is accepted. We inform you of the expected repair or replacement time after accepting the claim; it depends on the type of defect and availability of parts.

Business complaints (B2B)

In sales to businesses that are not sole traders with consumer rights, Simline's liability under the statutory warranty (rękojmia) is excluded pursuant to Article 558 § 1 of the Polish Civil Code. Businesses are entitled to the manufacturer's warranty on the terms set out in the warranty document. A business buyer must inspect the goods promptly on receipt and report any defects without undue delay.

Manufacturer warranty

A warranty is a voluntary undertaking by the manufacturer, independent of the seller's statutory liability, which it does not exclude. The warranty period and terms are set by the manufacturer and stated on the product page or in the warranty document. Simline, as an authorised distributor, handles warranty claims: submit them to support@simline.eu, and repair or replacement is carried out at our service centre or the manufacturer's. The warranty does not cover, in particular, mechanical damage, liquid damage, overload, the effects of using non-original power supplies and accessories, interference with electronics or software, natural wear of consumable parts, and the consequences of assembly or use contrary to the instructions. The full scope of exclusions is set out in the manufacturer's warranty document.

Transport damage

Check the shipment on receipt. If the packaging shows signs of damage, open the parcel in the courier's presence and draw up a damage report — this makes claiming compensation from the carrier easier. Report damage discovered after unpacking to us without delay, with photos of the packaging and the product, and keep the packaging until the matter is closed. We handle the claim with the carrier.

Packing goods for return

Return goods in the original packaging with transport inserts, with all accessories and documents, by a tracked service insured to the value of the goods. The sender is liable for damage in the return shipment caused by inadequate protection.

Out-of-court dispute resolution

A consumer may use out-of-court complaint and redress procedures under the Polish Act of 23 September 2016 on Out-of-Court Resolution of Consumer Disputes, in particular by applying to the Provincial Inspector of the Trade Inspection in Poznań for mediation or resolution before a permanent consumer arbitration court, or by seeking free assistance from a municipal or district consumer ombudsman. Consumers from other EU countries may contact the European Consumer Centre in their country. Simline does not undertake to participate in proceedings before any other body unless required by law or unless we agree in a specific case. Disputes with consumers are resolved by the court having jurisdiction under general rules.

Contact

• Withdrawal from the contract: odstapienie@simline.eu · online form
• Complaints and warranty: support@simline.eu
• Address for returns and complaints: Simline Sp. z o.o., ul. Garbary 100/164, 61-757 Poznań, Poland

Nothing on this page excludes or limits the rights of consumers under mandatory provisions of law.