Before accepting a shipment, always check whether it has been damaged during transit. If the packaging shows visible external damage, you must report this to the courier or carrier representative and then contact us at: +48725648900.
You may open the package in the presence of the courier upon delivery; if any discrepancies are found, a damage report is drawn up, which serves as the basis for a subsequent claim.
In the event of delivery damage to products (such as glass, ceramics, or other fragile items), please email photos of the damaged products and a photo or scan of the completed damage report to: [email protected].
If the purchased goods prove to have manufacturing defects or do not match the description, please follow the claim procedure outlined below:
- Send the product subject to the claim to us, enclosing a written statement detailing the reasons for the claim, your preferred form of compensation, a return address, and the bank account number for any potential refund (subject to the store's decision).
- We will notify you of the outcome of the claim process via email or telephone within 14 days of receiving the shipment.
- If the claim is accepted, we will provide compensation within 7 business days of the decision by repairing the product, sending a replacement, or issuing a refund.
- If the claim is rejected, we will provide a detailed explanation for the decision and return the product to you at our expense within 14 business days. In the case of payment by card, the refund will be issued to the card used for the transaction.
If you have any questions, please contact us via email at [email protected] or by phone at +48725648900. We will guide you through the process of filing a claim quickly and smoothly.
Right of withdrawal
- You have the right to withdraw from this contract within 14 days of receiving the ordered goods, without giving any reason.
- The withdrawal period expires 14 days after the day on which you receive the ordered goods.
- To exercise your right of withdrawal, you must inform our online store of your decision to withdraw from this contract by means of an unequivocal statement (e.g., by letter sent via postal service or by email).
- You may use the model withdrawal form, but it is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
- You must include the completed withdrawal form and proof of purchase (receipt) with the returned goods. This applies to situations where the order has already been shipped and received by the customer, but the customer wishes to cancel the order.
- You can process a return using this convenient form:
https://zwroty-shoper.pl/?shop=yerba-mate-24&id=019ecfeb-a38d-7234-bce3-cb4258ae472c&lang=pl_PL
Consequences of withdrawal
- If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery, without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
- An exception applies to additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered in our online store.
- We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
Address for returns/complaints:
Yerba Mate 24 Mateusz Skotnicki
Króla Stanisława Augusta 38
35-210 Rzeszów
Tel. +48725648900
