Returns, complaints, warranty

Withdrawal from the contract

If you are a consumer, you generally have the right to withdraw from a distance contract.

You can withdraw from the contract by submitting a statement of withdrawal to us, e.g. by sending an e-mail to: sklep@kidwell.eu

Please return the item to us immediately to the following address: Sady, ul. Za Motelem 3, 62-080 Tarnowo Podgórne, but no later than within 14 days from the date on which you withdrew from the contract.

You may withdraw from the contract within 60 days.

The 14-day period for withdrawal from the contract begins for a contract in which we deliver the item, being obliged to transfer its ownership, from the moment you or a third party other than the carrier, indicated by you, takes possession of the item.

To meet the deadline, it is sufficient to send a statement before its expiry.

We will refund your payments, including the costs of delivery of the item, in accordance with the terms and conditions, immediately, but no later than within 14 days from the date of receipt of your statement of withdrawal from the contract.

We may withhold the refund of the payment received from you until we receive the goods back or you provide proof of their return, whichever occurs first.

Please note that the right to withdraw from a distance contract does not apply to the consumer, inter alia, in relation to a contract:

• where the subject of the service is a non-prefabricated item, manufactured according to the consumer's specifications or serving to satisfy his individual needs,
• where the subject of the service is an item delivered in sealed packaging which cannot be returned after opening for health or hygiene reasons, if the packaging was opened after delivery,
• where the subject of the service are items which, after delivery, due to their nature, are inseparably connected with other items.

Detailed information on withdrawal from the contract can be found in our Terms and Conditions of Sale.

Complaints

If the goods purchased from us prove to be defective, you have the right to complain about them under the warranty. Complaints should preferably be submitted using the complaint form, by e-mail: reklamacje@kidwell.eu or by post to the following address: ul. Za Motelem 3, 62-080 Sady. You can also contact us by telephone on: 618489410 ext. 159.

If you are not a consumer, we are only liable to you up to the amount of your order, within one year of the goods being delivered. The following provisions apply to consumers.

If it turns out that in order to consider the complaint it is necessary to deliver the goods subject to complaint to the Seller, the Buyer may use the free ‘door-2-door’ complaint service by informing the Seller about the complaint and providing the address where the goods subject to complaint can be collected or delivered, in the case of a Consumer, at the Seller's expense, to the following address

Sady, ul. Za Motelem 3,

62-080 Tarnowo Podgórne.

In connection with the defect, you may request:

• replacement of the item with one free of defects,
• removal of the defect,

or submit a statement regarding:

• a price reduction,
• withdrawal from the contract – in the case of a significant defect.

We are liable to you for defects found within two years from the date of delivery of the item.

As a rule, you can file a complaint within one year of noticing the defect, but the time for filing a complaint cannot end before the expiry of the seller's liability period.

Your complaint will be considered (responded to) within 14 days of our receipt of your complaint.

For more information on complaints, please refer to our Terms and Conditions of Sale.

DOWNLOADS:

Complaint form

WARRANTY TERMS AND CONDITIONS

Dear Sir or Madam,

If you have any questions, please contact us at:

bok@kidwell.eu | reklamacje@kidwell.eu

1. DERFORM sp. z o.o. with its registered office in Tarnowo Podgórne 62-080 at ul. Za Motelem 1, entered in the Register of Entrepreneurs - National Court Register kept by the District Court Poznań - Nowe Miasto i Wilda in Poznań, 8th Commercial Division of the National Court Register, under KRS number: 0000017923, NIP: 781-00-20-305, Region: 630196165, hereinafter referred to as the Guarantor, ensures that the DERFORM product is free from construction and material defects that could impair its functionality, provided that the operating instructions attached to the contract have been followed.
2. The warranty is granted for a period of 24 months from the date of purchase. In the case of purchase by a company (VAT invoice), the warranty is granted for a period of 12 months.
3. The warranty for accessories is granted for a period of 6 months from the date of purchase.
4. The door-to-door warranty is valid only in the territory of the Republic of Poland.
5. Any defects discovered will be repaired free of charge during the warranty period by the Manufacturer's Authorised Service Centre.
6. The customer (complaining party) is required to submit a complaint by e-mail: reklamacje@kidwell.eu
7. The warranty will only be honoured if the product being complained about is accompanied by a description of the damage, a photo of the damage, information about the circumstances in which the damage occurred, all accessories that the customer received when purchasing the product, and proof of purchase including the date of sale.
8. Any defects or damage to the product discovered and reported during the warranty period will be repaired free of charge within 14 working days of receipt of the defective product. In justified cases (e.g. the need to import spare parts from abroad), this period may be extended by a further 21 days.
9. Defects or damage to the product should be reported and delivered to the service centre immediately after they are discovered.
10. If the service centre determines that it is impossible to repair the defect, the customer has the right to exchange the product for another one with the same or similar technical parameters. If the product is not available in the colour chosen by the customer, the manufacturer has the right to send a new product in a different design than the advertised product.
11. The warranty does not cover: natural wear and tear associated with use, damage resulting from improper use and use contrary to the instructions, damage or tears caused by the purchaser, fading of fabrics caused by prolonged exposure to sunlight, washing at an inappropriate temperature, liquid interference, unauthorised alterations, mechanical, electrical or thermal damage, or deliberate damage and defects caused by such damage.
12. Neither the manufacturer nor the Authorised Service Centre shall be liable for damage or loss resulting from the inability to use the product being repaired.
13. Products for complaint are accepted only if they are clean and in cardboard packaging (original or replacement).
14. Delivery of an incomplete product or lack of appropriate packaging is tantamount to the buyer's failure to comply with the warranty conditions and may constitute grounds for refusing to repair the product or extending the repair period.
15. The service centre may refuse to perform repairs if signs of unauthorised repairs are found.
16. In the event of an unjustified complaint about a product that is in working order or mechanically damaged, the complainant will be charged for transport costs.
17. If no fault is found in a product sent for repair, the consumer will be charged for the cost of the expert opinion (hourly rate: PLN 30 net).
18. If the fault is not covered by the manufacturer's warranty, the service centre may offer to perform the service for a fee.
19. The product warranty does not exclude, limit or suspend the buyer's rights under the warranty.

UNIVERSAL WARRANTY CARD

IN THE EVENT OF A FAULT, PLEASE ENCLOSE THE WARRANTY CARD WITH THE RETURNED PRODUCT

WARRANTY CARD DOWNLOAD

1. Data controller: The controller of your personal data is Derform sp. z o.o. with its registered office in Sady, ul. Za Motelem 1, 62-080 Tarnowo Podgórne.
2. Contacting the Data Controller: In order to obtain information regarding the correctness of the processing of personal data by the Data Controller, please contact the Data Controller in writing at the address of the Data Controller's registered office, with the following note on the envelope: Personal data protection.
3. Purpose and basis for data processing: Your personal data will be processed for the purpose of considering and handling your complaint, which constitutes the fulfilment of our legitimate interest in the proper consideration and handling of your claims (basis under Article 6(1)(f) of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation), hereinafter referred to as the GDPR.
4. Voluntary provision of data: The provision of data is voluntary, but necessary for the purposes for which it was collected, as specified in point 3.
5. Data recipients: We may only transfer your data to: a) processors - to whom we commission activities requiring data processing; b) entities authorised to obtain data under applicable law.
6. Data retention period: We will store your personal data for a period of 5 years from 1 January of the year following the final closure of your case;
7. Your rights: You have the right to access your data and, subject to the provisions of law, the right to rectify, delete, restrict processing, the right to transfer data, the right to object, and the right to withdraw your consent at any time. You have the right to lodge a complaint with the President of the Personal Data Protection Office if you find that the processing of personal data violates the provisions of the GDPR.