FIRST11

Returns and complaints

RETURNS

In accordance to the regulations in force, the Buyer who purchases at a distance has the right to withdraw from the contract of sale and return the goods without giving reasons and incurring costs.

The deadline to withdraw from the contract for the sale of goods expires after 14 days from the date of receipt of the parcel with the ordered goods.

The Buyer bears the direct costs of the returning the goods

Return instructions:

AIn order to exercise the right to withdraw from the contract for the sale of goods, within 14 days of receiving the parcel with the goods ordered , the Seller should be informed of the decision to withdraw from the contract of sale of goods by way of a clear statement from the Buyer.

To do this, the Buyer must fill out the return form containing the statement of withdrawal from the contract and send it to support@first11.co or send a clear statement (e.g. by sending to support@first11.co) with name, order number and information about products the Buyer wishes to return.

To adhere to the deadline to withdraw from the contract for the sale of goods, the Buyer must send a clear message regarding the exercise of their right to withdraw from the contract of sale of goods before the deadline to withdraw.

Within 14 days from the day on which the Buyer sends a declaration on the withdrawal from the contract for the sale of goods and the intention to return the ordered goods, the Buyer must return the goods by sending to the following address:

FIRST 11 S.A.
ul. Longinusa Podbipięty 29B
31-980 Kraków
Poland

If possible, please attach proof of purchase and the return form, or a clear declaration of withdrawal from the contract. This will greatly facilitate the product return process.

We kindly inform that the returned goods can not bear traces of use. Returned goods should have all tags and should have the original manufacturer's packaging. In the case of shipping the returned goods, please carefully protect the package so that it will not be damaged or destroyed during transport.

Refunds of payments made, including the costs of delivery of goods (except for additional costs resulting from the delivery method chosen, other than the cheapest method of delivery offered by the Seller) will be made immediately, and in any case not later than within 14 days from the date of receipt declaration of withdrawal from the sales contract.

The payment refund will be made by the Seller (all information is provided by the staff of the Online Store) using the same method of payment that was used in the original transaction, unless the Buyer explicitly agrees to a different method of return. In any case, the Buyer will not incur any fees in connection with this refund.

The Seller may withhold reimbursement of payments received from the Buyer until the Seller receives the returned goods or the Buyer provides the Seller with proof of sending back the returned goods.

COMPLAINTS

In order to file a complaint, please follow the instructions below:

Filing a complaint can take place, among others, by filling in the complaint form davailable on the online store's website.

Please print and sign a completed complaint form or a statement about the complaint.

If it is impossible to print, please send the completed form to the following e-mail address: support@first11.co.

Advertised goods with a completed complaint form or a statement about the complaint should be sent to the following address:

FIRST 11 S.A.
ul. Longinusa Podbipięty 29B
31-980 Kraków
Poland

The Seller will respond to the Customer's complaint within 14 days from the date of submitting the complaint. The Customer will receive notification of the result of complaint processing by SMS or by email or in writing. For the purpose of streamlining the complaint process, the Customer should submit the Merchant's Goods along with the complaint form / statement about the complaint.

The Seller will inform the Customer about the possibility of using out-of-court methods of dealing with complaints about goods, including by submitting a request for instituting mediation after the completion of the complaint procedure or a request for consideration of the case before the arbitration court (the application can be downloaded on the website http://www.uokik.gov.pl/download.php?plik=6223). The list of Permanent Consumer Arbitration Courts operating at the Provincial Inspectorates of the Trade Inspection is available at the following website: http://www.uokik.gov.pl/wazne_adresy.php#faq596. Out-of-court claims after the complaint procedure is free. In the case of a Customer who is a consumer wishing to benefit from an out-of-court settlement of claims, there is also the possibility of submitting a complaint via the EU ODR online platform, available at http://ec.europa.eu/consumers/odr/.