Returns
Information for the consumer about the right to withdraw from a distance contract.

As a consumer, you have the right to withdraw from the contract concluded in the Online Store within 14 days without giving any reason. The deadline to withdraw from the contract expires after 14 days from the day on which you came into possession of the item or on which a third party other than the carrier and indicated by you came into possession of the item. To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or e-mail). You can send a statement, for example:

  • In writing to the following address: Fabryka Kreatywna Wojciech Długosz Stefana Batorego 14/5, 41-902 Bytom, Poland
  • In electronic form via e-mail to the following address: hello@storyishere.com

An exemplary model withdrawal form is included in Annex 2 to the Consumer Rights Act and is additionally available on the Online Store’s website in the ‘store regulations / item 17’ tab. You can use the model withdrawal form, but it is not mandatory.

To meet the deadline to withdraw from the contract, you only need to send information regarding the exercise of your right to withdraw from the contract before the deadline to withdraw from the contract.

In the event of withdrawal from this contract, we will refund all payments received from you for the order, including the costs of delivery of the item to you. We do not bear the cost of returning the goods by you if it is sent to the company’s headquarters. Goods are returned at your expense immediately, no later than 14 days from the day on which we were informed about your decision to exercise the right to withdraw from this contract. Reimbursement will be made using the same payment methods that you used in the original transaction, unless you have expressly agreed otherwise; in any case you will not incur any fees in connection with this refund. We can pause return payment until receipt of the item.

Please be advised that you are liable for damages for reducing the value of things as a result of using it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of things. When checking the item, please handle it as you would in a stationary store.

Important! In the case of individual orders (changes made to products at your request – stamps, stamping, individual selection of materials, change in size, style, finish and accessories, in this case there is no right to return.

Product complaint

Story products are covered by a 2-year warranty. Complaints are only for hidden defects resulting from design or material reasons. It applies to products that were used in accordance with our recommendations (a detailed description of the use of the products can be found on our website www.storyishere.com in the Material and Terms of Use tab of our products).

Complaints do not cover damages resulting from the natural wear of the material (e.g. change in the appearance of the skin, its discoloration, aging, stretching, abrasion of the skin layers), dyeing dyed leather and mechanical damage associated with the normal use of the product or use of the product contrary to its intended use.

Complaints do not cover defects visible at the time of purchase, i.e. mechanical defects such as tears, cuts and abrasion of the material, stains, stains and other types of dirt, as well as defects resulting from improper maintenance.

Below you will find detailed information about our liability for the defect of the product we sold and your rights related to the complaint on the basis of statutory – warranty.

Important! We provide a 2 year warranty on our product. On its basis, you can also make a complaint – in this case, however, the addressee will be the guarantor indicated in the warranty. The guarantee also defines the scope of your rights each time. Remember that the exercise of rights under the warranty does not affect our liability under the warranty and that the warranty does not exclude, limit or suspend your rights under the warranty provisions for defects of the item sold.

The basis and scope of our liability for product defects under warranty is commonly defined

applicable law, in particular the provisions of the Civil Code, and for sales contracts concluded until December 24, 2014 by the provisions of the Act of July 27, 2002 on special conditions of consumer sales and amending the Civil Code (Journal of Laws 2002 No. 141, item 1176, as amended).

We are required to provide the product without defects. We answer under the warranty and if the product has a physical defect

will be confirmed within two years from the date of issue to the buyer. Important! We are responsible under the warranty for physical defects that existed at the time the danger passed to the buyer or resulted from a reason inherent in the item sold at the same time.

You can file a complaint, for example:

  • In writing to the following address: Fabryka Kreatywna Wojciech Długosz Stefana Batorego 14/5, 41-902 Bytom, Poland
  • In electronic form via e-mail to the following address: hello@storyishere.com

Provide in the complaint description: (1) information and circumstances regarding the subject of the complaint, in particular the type and date of the defect; (2) a request for a method of bringing the product into compliance with the sales contract or a statement of price reduction or withdrawal from the sales contract; and (3) your contact details – this will facilitate and speed up the processing of your complaint. Remember that the requirements provided in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint. When submitting a complaint, you can use our sample complaint form, but it is not mandatory.

Only hidden defects resulting from structural or material reasons

Basic rights of the buyer in connection with the complaint of the product.

For sales contracts concluded from December 25, 2014.

In this case, the permissions are generally two-step, which means you have the option moving to the second stage of entitlements only after exhausting the rights from the first stage:

1) Stage: repair / replacement

If the product is not in accordance with the contract, you may request that it be brought into conformity with the contract by free repair or replacement with a new one, unless repair or replacement is impossible or requires

excessive costs. When assessing the excess costs, the value of the product in accordance with the contract and the type and degree of non-compliance found, and the inconvenience to which it is taken shall be taken into account would expose you to another way of satisfaction.

2) Stage: price reduction / refund

If, for the reasons set out above, you cannot request repair or replacement, or if we are unable to comply with such a request in a timely manner or if the repair or replacement would expose you to significant inconvenience, you have the right to demand an appropriate price reduction or withdraw from the contract.

Important! You cannot withdraw from the contract if the product’s non-compliance with the contract is immaterial.

In this case, the permissions are generally equivalent, which means you have the option immediately use both the first and second group of permissions:

1) Group: price reduction / refund

If the product sold has a defect, you can make a statement about reducing the price or withdrawing from contracts, unless we replace the defective Product immediately and without undue inconvenience to youfor defect-free or defect removed.

Important! This limitation does not apply if the product has already been replaced or repaired by us or if we have not complied with the obligation to replace the product with a non-defective one or remove it disadvantages.

    – If the customer is a consumer, instead of the defect removal suggested by us in accordance with the provisions above, request replacement of the product for one free of defects or instead of replacement of the product demand removal of the defect, unless bringing the product to compliance with the sales contract in the manner chosen by you is impossible or would require excessive costs compared to the method proposed by us.

Important! The customer may not withdraw from the contract if the defect is irrelevant.

2) Group: repair / replacement

If the product sold has a defect, you can request replacement of the product for one free of defects or removal

disadvantages. However, we may refuse to satisfy your request if it is impossible to bring the defective product into conformity with the contract in the way you choose or if it would involve excessive costs compared to the second possible way to bring it into conformity with the contract.

Remember that a customer who exercises warranty rights is obliged to deliver a defective product at our expense to the following address: Story is here Wojciech Długosz, ul. Batorego 14/5 41-902 Bytom. We will respond to your complaint immediately, no later than within 14 calendar days from the date of its submission. Important! Lack of response within the above-mentioned period means that we have deemed the complaint justified.

At http://ec.europa.eu/consumers/odr there is a platform available for online dispute resolution between consumers and entrepreneurs at EU level (ODR platform). The ODR platform is an interactive and multilingual website with a one-stop shop for consumers and entrepreneurs seeking out-of-court settlement of a dispute regarding contractual obligations arising from an online sales contract or service contract.

Additional restrictions related to product complaints regarding customers who are not consumers may be included in the regulations of our store.

Other complaints

In the same way as above, you can also submit a complaint related to the provision of electronic services using our online store (e.g. account or order form) and other complaints related to the operation of our online store.

In the complaint description, provide (1) information and circumstances regarding the subject of the complaint, in particular the type and date of irregularities; (2) Your request; and (3) contact details – this will facilitate and speed up the processing of complaints. Remember that the requirements provided in the previous sentence are only recommendations and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.

X
Add to cart