Complaints and returns

Complaints

Please verify the package and its content upon delivery. In case of any damage signs or if the contents is incomplete, refuse accepting the package, take some pictures of it and report to us as soon as possible. We will take necessary steps to solve the problem.

If you find any malfunctioning of our product please follow the procedure below:

  1. Please contact us via mobile (+48 502958102) or email (sklep@slackhouse.pl) and describe the problem in details. We will try to solve the issue to your satisfaction without the need of shipping the product back to us.
  2. If you decide to send the product back to us please inform us about this fact. Also include the detailed reasons of the complaint and a form of compensation (repair, replace with the new or return the money). We return the money the same way we have received it (bank transfer, PayPal).
  3. Within 14 days from receiving the package we will inform you by email about the outcome of the complaint procedure.
  4. If the complaint is considered positive, within 7 working days from the date of the decision, we will compensate for the costs incurred by you by: repairing the product, sending a new one or refunding the money.
  5. If the complaint is considered unjustified, we will provide you with detailed justification of our decision and within 14 working days we will send back the product back to you.

Returns

If for any reason you feel dissatisfied with the product and you want to return it, please follow the procedure below:

  1. Let us know you want to return the product by sending us an email (sklep@slackhouse.pl).
  2. Send the product to us with all it contents. Shipping costs are covered by you.
  3. Within 14 business days of receiving your parcel, we will check the condition of the product being returned: whether it bears traces of use, whether it has been damaged or destroyed, is it in the original packaging with all its contents.
  4. If the product bears traces of use beyond the necessary to know its properties, characteristics, functioning, its value on return may be reduced (take into account how / if you could check the product in the store). We do not accept returns of products cut by the meter (lines and ropes), unless they have visible factory defects.
  5. After verification, we will send you information about the return to your email address. We will return you money the same way we have received it (bank transfer, PayPal).

Remember!

You have 14 days to decide about the product returning from the date of receiving it.