Information on Returns and Complaints for TUFI profi
1. Returns and Complaints
1.1. Right to Withdraw from the Contract
According to the Consumer Rights Act of May 30, 2014 (Dz. U. 2014 poz. 827), the customer has the right to withdraw from a distance contract (online purchase) within 14 calendar days from the moment of receiving the goods without giving a reason.
To exercise the right of return, the customer must notify us of their decision by sending a corresponding statement to the email address: klientypl@tufishop.com.ua.
1.2. Return Procedure
To arrange a return, the customer must first contact our support service to coordinate the details. To do this, send an email to klientypl@tufishop.com.ua or contact us by phone.
Only after coordination with our manager can the customer send the goods back to our address, within 14 days from the date of filing the return request.
The costs of returning the goods are borne by the customer, unless the goods are defective or do not match the order.
Returns are not accepted for goods delivered in sealed packaging if the packaging has been opened (for hygiene reasons).
1.3. Refund
After receiving the returned goods, we will refund the customer the full order amount, including the shipping cost (in case of a full withdrawal from the contract), within 14 business days. The refund will be made using the same method used for the payment, unless the customer agrees to another option.
1.4. Purchase Document
A receipt with a TAX ID (NIP) for companies for an amount up to 450 PLN is considered a simplified invoice and does not require a corrective invoice.
2. Complaints
2.1. Grounds for Filing a Complaint
A customer may file a complaint if the product:
- has a manufacturing defect,
- was damaged during transportation,
- does not match the description or the order.
According to the Civil Code of April 23, 1964 (Dz. U. 1964 nr 16, poz. 93), the customer has the right to file a complaint within 2 years from the date of purchase.
2.2. Complaint Procedure
To file a complaint, the customer must send an email to klientypl@tufishop.com.ua, providing the following information:
- order number,
- description of the defect or problem with the product,
- photos or other materials confirming the defect (if applicable),
- preferred way to resolve the problem (product replacement, repair, refund).
2.3. Consideration of the Complaint
We will consider the complaint within 14 business days from the date of its submission. If the complaint is found to be justified, the customer will be offered:
- product repair,
- replacement with a new one,
- refund.
2.4. Complaint Costs
If the complaint is found to be justified, the costs of returning the goods are covered by our company.
If the product defect occurred due to the fault of the customer (for example, due to improper use or failure to follow instructions), the shipping cost is paid by the customer.
3. Contact for Returns and Complaints
For any questions related to returns and complaints, please contact us:
- E-mail: klientypl@tufishop.com.ua
- Phone: +48 45 956 69 09
4. Final Provisions
This return and complaint policy complies with current legislation in the field of consumer protection and applies to all products purchased in the TUFI profi online store.
Additional VAT Provisions:
- Correction of Invoices: In accordance with Art. 106j item 1 of the VAT Act, when goods are returned by companies for an amount exceeding 450 PLN, a corrective invoice is issued.
- Receipt with NIP: For companies, for purchases up to 450 PLN, a receipt with a TAX ID (NIP) is considered a simplified invoice and does not require correction (Art. 106e item 5 sub-item 3 of the VAT Act).
- Refund: In the case of card payment, the bank statement serves as confirmation of the refund. For cash payments, the accounting department accepts the return statement as confirmation of the operation.
Thank you for shopping at TUFI profi!
