Returns and complaints

We make every effort to ensure that all purchases are successful. However, it may happen that a purchase does not meet your expectations and you decide to return it or make a complaint. On this page, you will find information on how to return or complain about a product.

Please note! We do not exchange goods. Please request a return and make a new purchase.

Returning goods

1. If you purchased the product as a consumer, you may withdraw from the contract within 14 days without giving any reason. The deadline for withdrawing from the contract expires 14 days after the date of delivery of the parcel. The direct costs of returning the goods are borne by the buyer.

2. To exercise your right to withdraw from the contract, you must inform us of your decision to withdraw from the contract by means of an unequivocal statement. We prefer and encourage you to use the withdrawal form available in your customer account. Other ways to withdraw from the contract:

• by email to bok@excellent.com.pl;
• by telephone on 503 11 55 44,
• by returning the parcel to the following address: Excellent S.A. Centrum Logistyczne 7R Logistic, 32-002 Kokotów 812e.

3. To meet the withdrawal deadline, it is sufficient to send the return information before the expiry of the 14-day period.

4. The return policy applies to everyone:

a consumer, i.e. a natural person who performs a legal transaction with us not directly related to their business or professional activity, or
a natural person who concludes a contract directly related to their business activity, when the content of the contract indicates that it is not of a professional nature for that person, resulting in particular from the subject of their business activity, made available on the basis of the provisions on the Central Register and Information on Economic Activity (applies to contracts concluded from 01.01.2023).

5. If you have a Customer account, log in and report your withdrawal from the contract via the Returns and Complaints tab. If you made your purchase as a Guest, please fill in the form below:

Once you have completed the form, we will contact you within the next working day. Sample withdrawal form.

Complaints about goods

1. If the product you ordered does not comply with the contract, you can submit a complaint in any form you choose. We prefer and encourage you to use the complaint form available in your customer account, where you can also attach photos. Other possible forms of submitting a complaint:

by email to bok@excellent.com.pl;

2. When submitting a complaint, please describe in detail how the goods do not comply with the contract. Click on the button below and fill in the form.

3. Remember to inform us about:

• the date of conclusion of the contract (placement of the order),
• the order number, if you know it,
• when the non-compliance of the goods with the contract arose or was detected by you,
• your requests regarding the manner of resolving the complaint.

4. You may request repair or replacement of goods that do not comply with the contract. We may replace the goods when you request repair, or repair them when you request replacement, if bringing the goods into compliance with the contract in the manner chosen by you is impossible or would involve excessive costs. If repair and replacement are impossible or would involve excessive costs, we may refuse to bring the goods into conformity with the contract.

5. If the goods are not in conformity with the contract, you may submit a statement requesting a price reduction or withdrawal from the contract after meeting the conditions specified in the regulations. If you have any questions about the complaint process, please contact us. You will find our contact details in the Contact tab. After completing the form, we will contact you within the next working day.

Refund

1. In the event of a return, we will refund all payments received from you within 14 days (from the date of withdrawal from the contract), no later than 14 days from the date on which we were informed of your decision to exercise your right of withdrawal, or no later than 14 days from the date of delivery of the parcel to the warehouse.

2. In the event of a complaint, after positive consideration, the refund will be made immediately, no later than within 14 days from the date of delivery of the shipment to the warehouse.

3. We will refund the payment using the same payment methods that you used in the original transaction, unless you have expressly agreed to a different solution; in any case, you will not incur any fees in connection with this refund.