Returns and complaints

§6 Returns and Complaints

Withdrawal from the Contract (Return of Goods)

1. A Customer who is a Consumer has the right to withdraw from a distance sales contract within 14 days of receiving the product, without giving any reason.

2. To exercise the right of withdrawal, the Customer should submit a declaration of withdrawal electronically to the following email address: info@cavlux.eu or in writing by post to: GoPack, ul. Sportowa 26L, 62-130 Gołańcz.

3. Returned goods must be returned immediately, but no later than 14 days from the date on which the Customer informed the Seller of their withdrawal from the contract.

4. The cost of returning the goods in the event of withdrawal from the contract is borne by the Customer.

5. Only complete, undamaged goods with no signs of use beyond normal inspection are eligible for return.

6. The Seller will refund the payment within 14 days of receiving the withdrawal notice, using the same payment method used by the Customer, unless the Customer agrees to a different refund method that does not involve additional costs.

7. The Seller may withhold the refund until the Customer receives the returned goods or provides proof of shipment, whichever occurs first.

8. The right to withdraw from the contract does not apply to goods made to the Customer's individual order or personalized (e.g., products with an individual marking, such as an engraved logo, rider's name, horse's name, or stable name), in accordance with Article 38 of the Consumer Rights Act.

9. A sample withdrawal form is attached to these Terms and Conditions and is available on the store's website.

Complaints

1. If a defect in the goods covered by the warranty or guarantee is discovered, the Customer is obliged to submit a complaint electronically to the following address: info@cavlux.eu.

2. The complaint should include: the Customer's name and surname or company name, order or invoice number, description of the defect, photos documenting the problem, and the date it was discovered.

3. The Seller will review the complaint within 14 days from the date of its submission.

4. If the complaint is accepted, the Seller will inform the Customer about the next steps, in particular the form of repair, replacement, or other possible solution.

5. If the product needs to be returned as part of the complaint, it should be sent to: GoPack, ul. Sportowa 26L, 62-130 Gołańcz.

6. If the reported defect is not covered by the warranty or guarantee (e.g., mechanical damage resulting from improper use, storage, or transport), the Seller reserves the right to refuse the complaint.

7. In the cases referred to in paragraph 14, the Seller may offer the Customer a paid repair service, provided that such service is possible.

8. Paid service includes the repair of consumable parts such as hinges, locks, fittings, and wheels. For information on service availability and a repair quote, the Customer may contact the Seller at info@cavlux.eu.

9. Warranty and guarantee claims are processed in accordance with the applicable provisions of the Civil Code.

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