Returns and Complaints

Professionalism in Every Situation

Returns or complaints are moments that reveal a company’s true character. These situations demonstrate whether a company can take care of its customers even under challenging circumstances. At Studioexpress, we strive to maintain an excellent customer experience, even if a client decides to return or exchange a product. It’s their right, and it’s our responsibility to resolve any issues as conveniently as possible for the customer – always with class and professionalism.

Complaints and Returns

The basis and scope of the Seller’s responsibility towards the Customer, if the sold Product has a physical or legal defect (warranty), are defined by the generally applicable laws, particularly in the Civil Code (Articles 556–576). The Seller is obliged to deliver Products free from defects to the Customer.

Filing a Complaint
A complaint can be submitted by the Customer, for example:

• In writing: to the address: ul. Strzeszyńska 33, 60-479 Poznań
• Electronically: via email at [email protected]

It is recommended that the Customer includes the following details in the complaint description:

1. The order number and circumstances related to the complaint, particularly the type and date of the defect.
2. The requested solution, such as aligning the Product with the Sales Agreement, reducing the price, or withdrawing from the Agreement.
3. The Customer’s contact details to facilitate and expedite the handling of the complaint. It’s also advisable to attach photos showing the defect.

The above recommendations are optional and do not affect the effectiveness of a complaint filed without them.

Complaint Response Time
The Seller will respond to the Customer's complaint promptly, but no later than within 14 calendar days from the date of submission. If the Customer (a consumer) exercising warranty rights requests a replacement of the item, defect rectification, or submits a price reduction statement specifying the amount, and the Seller does not respond within 14 days, it is assumed that the request is justified.

The Customer who exercises warranty rights must return the defective Product to the following address: ul. Strzeszyńska 33, 60-479 Poznań. In the case of a consumer, the cost of returning the Product is covered by the Seller. If the nature or installation of the Product makes its return overly difficult for the Customer, they must make the Product available to the Seller at its location.

Exclusions for Non-Consumers
In accordance with Article 558(1) of the Civil Code, the Seller’s warranty responsibility for defects in the Product is excluded for Customers who are not consumers.

Returns and Right to Withdraw from the Contract

A consumer who enters into a distance contract may withdraw from it within 14 calendar days without providing a reason and without incurring costs, except for those specified in section 8.8 of the Terms and Conditions. To meet the deadline, the withdrawal statement must be sent before its expiration.

Filing a Withdrawal
A withdrawal can be submitted:

• In writing: to the address: ul. Strzeszyńska 33, 60-479 Poznań
• Electronically: via email at [email protected]

A sample withdrawal form is provided in Annex 2 to the Consumer Rights Act and is additionally available in section 11 of the Terms and Conditions. The consumer may use the sample form but is not required to do so.

Start of the Withdrawal Period
The withdrawal period begins:

• For a contract involving the delivery of a Product (e.g., Sales Agreement):
  1. On the day the consumer or a third party indicated by the consumer (other than the carrier) takes possession of the Product.
  2. If the contract involves multiple Products delivered separately, in parts, or in installments, the withdrawal period starts upon receiving the last item, part, or installment.

Effects of Withdrawal
Upon withdrawal, the contract is considered null and void. The Seller must promptly, but no later than 14 calendar days from receiving the withdrawal statement, refund all payments made by the consumer, including delivery costs (except additional costs if the consumer chose a delivery method other than the least expensive standard delivery available).

The Seller refunds payments using the same payment method unless the consumer agrees to a different method without incurring additional costs. The Seller may withhold the refund until the Product is returned or proof of its return is provided.

The consumer must return the Product promptly, no later than 14 calendar days from withdrawal. The return deadline is met if the Product is sent before the period expires. Products should be returned to: ul. Strzeszyńska 33, 60-479 Poznań.

The consumer is responsible for any reduction in the Product's value resulting from use beyond what is necessary to determine its nature, characteristics, and functioning.

Exemptions from the Right to Withdraw

The right to withdraw does not apply to contracts involving:

1. Services fully performed by the Seller with prior explicit consent of the consumer, who has been informed that they lose the right to withdraw after the service is performed.
2. Products tailored to the consumer’s specifications or personalized to meet individual needs.
3. Products with a short shelf life or those prone to quick deterioration.
4. Products delivered in sealed packaging that cannot be returned due to health protection or hygiene reasons if the seal is broken after delivery.
5. Digital content not stored on a physical medium if the performance began with the consumer’s prior consent.

For any further assistance or questions, please contact us at [email protected] or +48 515 180 937.