Returns and complaints

RIGHT OF WITHDRAWAL FROM THE AGREEMENT

1. A Consumer who has entered into a distance agreement with the Seller may withdraw from the Sales Agreement within 14 calendar days from the date of taking possession of the purchased items, without providing any reason.
2. The period specified in paragraph 1 begins upon delivery of the Product to the Consumer or a person designated by the Consumer other than the carrier.
3. For Agreements covering multiple Products delivered separately, in batches, or in parts, the period specified in paragraph 1 begins upon delivery of the last item, batch, or part.
4. The Consumer may withdraw from the Agreement by submitting a statement of withdrawal to the Seller. To meet the withdrawal deadline, it is sufficient for the Consumer to send the statement before the deadline expires.
5. The statement may be sent by traditional mail or electronically to the Seller’s email address—contact details are provided in § 3. The statement may also be submitted using the form attached as Appendix 2 to these Terms and Conditions and to the Consumer Rights Act of May 30, 2014, although this is not mandatory.
6. If the Consumer submits the statement electronically, the Seller will promptly send confirmation of receipt to the email address provided by the Consumer.
7. Effects of withdrawal from the Agreement:
   A. Upon withdrawal from a distance Agreement, the Agreement is considered null and void.
   B. Upon withdrawal, the Seller shall promptly, and no later than within 14 calendar days from the date of receiving the returned Product, refund all payments made by the Consumer, including delivery costs, except for additional costs resulting from the Consumer’s choice of a delivery method other than the least expensive standard delivery offered by the Seller.
   C. The refund will be made using the same payment method used by the Consumer in the original transaction, unless the Consumer expressly agrees to a different method that does not incur any costs.
   D. The Consumer must return the Product to the following address: Piastowska 100D/89 80-358 Gdańsk hello@sokostudio.pl 512748403 (or Parcel Locker InPost GDA49N, ul. Prezydenta Lecha Kaczyńskiego 7, or Parcel Machine Orlen Paczka ul. Piastowska 98 80-352 Gdańsk), promptly and no later than 14 days from the date of informing the Seller about the withdrawal. The deadline is met if the Product is sent before the 14-day period expires.
   E. The Consumer bears the direct cost of returning the Product.
   F. The Consumer is liable only for any diminished value of the Product resulting from handling it in a manner other than necessary to determine its nature, characteristics, and functionality.
8. The right to withdraw from a distance Agreement does not apply to the Consumer in relation to Agreements:
   A. for non-prefabricated items made to the Consumer’s specifications or personalized to meet their individual needs;
   B. for items delivered in sealed packaging that cannot be returned after opening due to health protection or hygiene reasons, if the packaging was opened after delivery;
   C. for items that deteriorate rapidly or have a short shelf life;
   D. for services fully performed by the Seller with the Consumer’s express consent, who was informed prior to performance that they would lose the right to withdraw once the service was completed;
   E. where the price or remuneration depends on fluctuations in the financial market beyond the Seller’s control, which may occur before the withdrawal deadline;
    F. for items that, after delivery, are inseparably combined with other items due to their nature;
   G. for alcoholic beverages whose price was agreed upon at the time of the Sales Agreement, and whose delivery may occur only after 30 days, and whose value depends on market fluctuations beyond the Seller’s control;
   H. for sealed audio or video recordings or computer software, if the packaging was opened after delivery;
   I. for the delivery of newspapers, periodicals, or magazines, except for subscription agreements;
   J. for the delivery of digital content not stored on a tangible medium, if performance began with the Consumer’s express consent before the withdrawal deadline and after being informed by the Seller of the loss of the right to withdraw.

COMPLAINTS AND WARRANTY

1. The Sales Agreement covers new Products or new Products made from second-hand materials (in such cases, this information is included in the Product description).
2. If a defect is found in the purchased item—one that the Customer was not informed about—the Customer has the right to file a complaint based on the warranty provisions of the Civil Code.
3. Complaints should be submitted in writing or electronically to the Seller’s contact addresses provided in these Terms and Conditions. A complaint form template is available on the Store’s website.
4. It is recommended that the complaint include a brief description of the defect, the circumstances (including the date) of its occurrence, the Customer’s contact details, and the Customer’s request regarding the defect.
5. The Seller will respond to the complaint promptly, no later than within 14 days. If the Seller fails to respond within this period, the complaint is deemed accepted.
6. Products returned under the complaint procedure should be sent to: Piastowska 100D/89 80-358 Gdańsk hello@sokostudio.pl 512748403 (or Parcel Locker InPost GDA49N, ul. Prezydenta Lecha Kaczyńskiego 7, or Parcel Machine Orlen Paczka ul. Piastowska 98 80-352 Gdańsk)

1. Complaint form
2. Withdrawal form