Réclamations et retours
Complaints should be submitted to: firstname.lastname@example.org
The information that should be stated includes the number of order or document that you received with the package, as well as full name put in the order, description of the product’s defect and day of its discovery.
A picture should be included with the complaint.
Each client receives information on the complaint’s consideration way within 14 days from the day we have received the complaint.
Changes related to normal wear and tear that are not considered defects (inconsistency of the goods with the agreement) include: wear of soles, insoles and padding, deformation caused by the products being unfit for user’s feet, discoloration resulting from wetness or sweat, improper use, inadequate care, natural changes in product material or products with evident defects that the purchaser was aware of. Differences in shades, colors and products resulting from the user’s differing monitor parameters are not considered defects, either.
In case of a justified complaint, the damaged product will be replaced with a new, full-value one, and if that is not possible (e.g. due to running out of stock), the store will reimburse to the purchaser a sum equivalent to the payment or offer other products of the same quality and purpose available in the store.
Deficiencies in deliveries should also be submitted to: email@example.com
The company address:
SOXO sp. z o.o. spółka komandytowa
Smolna 1 A, 81-877 Sopot,
with annotation: Reklamacje SOXO
Packages sent at the recipient's expense will not be accepted.
RETURNS AND EXCHANGES
Please note that you should always contact us before taking any action related to returns or exchanges and we will provide you with all the necessary information on shipping address etc. This is to avoid any unnecessary shipping or return costs.
The cost of return delivery of the goods is charged to the consumer, unless the withdrawal was not caused by at least temporary inability of SOXO sp. z o.o. spółka komandytowa to repay the provision with properties requested by the consumer. You have 30 days from purchase date to exchange an item and exchanges are subject to availability. In the event the requested exchange is unavailable, we will refund the original purchase price.
When do we accept returns?
The returned goods should have the manufacturer’s original packaging, be complete, have tags and bear no traces of use.
In order to submit an exchange, please follow the steps below:
Fill and send the Exchange form available on the store’s website
Print and sign it once filled
Send the exchanged product along with the filled paper form and a proof of purchase to:
magazyn Raben, SOXO
Bysewska 18, 80-298 Gdańsk