Returns and complaints

Can I return the purchased goods? Our store fully respects your rights under the Act of May 30, 2014 on consumer rights (Journal of Laws of 2014, item 827). You can withdraw from the goods purchased in our store without giving any reason within the time limit and under the conditions specified in the above Act. Withdrawal from the contract is free from payment of any amount, i.e. compensation.

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How can I return the goods?

• Make sure that you meet the following two conditions for returning the purchased goods: - 30 calendar days have not passed since the receipt of the order - you made the purchase as a private person (not for a company)

• Send the returned product together with the above statement to the following address:

Janex Sp. z o.o. Ul. Przemysłowa 11A 75-216 Koszalin/ POLAND

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The condition of the goods being returned Pursuant to the Act: "the goods should be returned unchanged, unless the change was necessary within the scope of ordinary management". Please do not return damaged or faulty goods, they must be reported to the complaint department on the basis of the guarantee or under the warranty (more in the Complaints section).

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The customer has the right to file a complaint in the event of receiving damaged, defective, incomplete goods, inconsistent in any aspect with the sales offer, finding the lack of a given order item, etc. The customer has the right to file a complaint in any form, however, in order to improve the complaint process, we suggest that you send the complaint in writing and attach any documentation (photos, damage report, etc.). The notification should include information about the expectations, i.e. repair, replacement of the goods with a new one, price reduction, refund, etc. and a detailed description of the reason for its submission. The customer may use the complaint form attached to the shipment, but it is not obligatory. The form template can be downloaded in WORD or PDF format. Each form of submitting a complaint is respected by the seller - the customer can send a notification: by e-mail to the following address:, by traditional mail to the following address:

Janex Sp. z o.o., ul. Przemysłowa 11A, 75-216 Koszalin / POLAND

After receiving the notification, an employee of the Returns and Complaints Department will contact the customer in order to provide details of the further procedure. After determining the need to return the advertised goods to the warehouse, an employee of the Complaints Department will contact the customer to agree on the activities related to the return of the product. The seller allows the customer to order a courier at the store's expense, provided that the customer meets certain conditions, i.e. securing the goods for the time of transport, preparing the shipment for collection within the prescribed period and delivering a pallet / large-size shipment to the courier's car. In order to unequivocally identify the returned goods, we suggest attaching a photocopy of the purchase invoice to the claimed shipment.

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