Returns and complaints
Returns
In the cezar.eu online store, you have the right to return a purchased product without stating a reason. In accordance with the Consumer Rights Act, you can withdraw from a distance contract within 14 days from the date of receiving the goods.
We ensure that the return process is quick, simple, and transparent.
How many days do I have to return an item?
You have 14 calendar days to withdraw from the contract and report the return of a product purchased from the cezar.eu online store.
The period is counted from the day of:
- receiving the shipment,
- receiving the last product (in the case of multi-part orders).
How to make a return at cezar.eu?
1. Report withdrawal from the contract
You can report a return:
- via the return form available on the store's website,
- by email: hello@cezar.eu,
- in writing to the address:
Cezar Przedsiębiorstwo Produkcyjne Dariusz Bogdan Niewiński
ul. Okrężna 10
19-300 Ełk
In the notification, please provide:
- order number,
- contact details,
- information about the returned product,
- bank account number for the refund (if required).
2. Send the product back
The returned goods must be sent back immediately, no later than 14 days from the date of reporting withdrawal from the contract.
The product should be properly secured for transport.
Refunds – when will I receive my funds?
We process refunds no later than 14 days from the date of receiving the declaration of withdrawal from the contract.
We reserve the right to withhold payment until:
- the returned goods are received, or
- proof of their dispatch is provided.
Refunds are made using the same payment method that was used when placing the order, unless otherwise agreed.
Costs of returning goods
The cost of sending back the goods in case of withdrawal from the contract is borne by the Customer.
Conditions for accepting returns
The consumer is liable for any diminished value of the product resulting from the handling of the product other than what is necessary to establish the nature, characteristics and functioning of the goods.
The following products are not subject to return:
- custom-made products,
- personalized products,
- products whose nature excludes the possibility of return in accordance with applicable law.
If you have any questions regarding the product return procedure in the cezar.eu online store, please contact us at: hello@cezar.eu.
Complaints
At the cezar.eu online store, we make every effort to ensure that the products offered meet the highest quality standards. However, if the purchased goods are non-compliant with the contract, damaged, or have a defect, you have the right to file a complaint.
We ensure that the complaint process at cezar.eu is fast, transparent, and compliant with applicable consumer law.
When can you file a complaint?
You can file a product complaint if:
- the product has a physical or legal defect,
- the goods are damaged,
- the product does not match the description on the store's website,
- the product does not function as intended,
- the received goods do not match the order placed.
The basis for a complaint is the non-conformity of the goods with the contract, in accordance with consumer law provisions.
How to file a complaint at the cezar.eu online store?
Online complaint submission
The fastest way to submit a complaint is by using the dedicated complaint portal available on the store's website.
Complaint Processing Period
Complaints at cezar.eu are processed within 14 calendar days from the date of receiving the notification. Information about the decision is provided via email or phone.
Complaint Resolution Method
If a complaint is accepted, the following solutions are possible:
- exchange of the goods for a new one,
- price reduction,
- Refund.
Initially, we propose repairing or replacing the product. If this is not possible, we offer a price reduction or a refund.
Complaint Costs
In the case of an accepted complaint, all costs related to the complaint process, including transportation costs, are borne by cezar.eu. The customer does not incur additional fees related to a justified complaint.
If you have additional questions regarding complaints or consumer rights, please contact us at: hello@cezar.eu.
FAQs
Can I return any product?
The right to return does not apply to products:
- made to individual order,
- personalized,
- excluded from the right of withdrawal from the contract in accordance with applicable regulations.
How to make a return in the cezar.eu store?
To make a return:
- You must notify us of your withdrawal from the contract (online, by email or in writing).
- Return the product within 14 days of notification.
The product should be properly secured during transport.
When will I receive my refund?
Refunds will be made no later than 14 days after receiving your withdrawal notice. The Store may withhold the refund until the product is received or confirmation that it has been sent back.
Who bears the cost of returning the goods?
The cost of returning the goods in the event of withdrawal from the contract is borne by the Customer, unless the store regulations provide otherwise.
How much time do I have to return an item purchased online?
The consumer has 14 calendar days to withdraw from a distance contract, counting from the date of receipt of the product.
When can I file a complaint?
You can file a complaint if the product:
- has a defect,
- is damaged,
- is inconsistent with the contract or description,
- does not function as intended.
The basis for a complaint is the non-conformity of the goods with the contract in accordance with applicable law.
How to file a complaint in the cezar.eu online store?
Complaints can be submitted:
- online via the complaint portal available on the store's website,
- by email to: cezar@cezar.eu,
- in writing to: ul. Strefowa 2, 19-300 Ełk.
The submission should include the order number, contact details, a description of the product defect, and – if possible – photos documenting the problem.
How long does it take to process a complaint?
Complaints submitted to the cezar.eu online store are reviewed within 14 calendar days of receipt. Customers are notified of the decision via email or telephone.
What can I receive as part of a accepted complaint?
If the complaint is accepted, the following solutions are possible:
- product repair,
- exchange for a new copy,
- price reduction,
- refund.
The first option is to repair or replace the goods.
Who bears the costs of the complaint?
If the complaint is accepted, all costs related to the complaint process, including transport costs, are borne by cezar.eu.