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Complaints and returns
Guarantee and servicing
Some of the products sold through our store carry a manufacturer’s guarantee. If a fault is discovered in equipment covered by a guarantee, contact our nearest servicing point as indicated on the guarantee card or on the manufacturer’s website. This is a very fast process which enables equipment to be restored to working order in as short a time as possible.
NB: please retain your proof of purchase (till receipt or invoice) and the original packaging throughout the period of the guarantee – these are required when reporting faults.
Complaints
Before accepting a package, always check that it has not been damaged in transit. If the packaging carries visible external damage, we advise that you refuse delivery of the package and then contact us by e-mail on contact@prospot.pl.
After paying the CoD charge and acknowledging receipt of the package, you can open it in the presence of the courier – if discrepancies are found, a protocol is drawn up which can later be used as a basis for a customer complaint.
If the goods purchased turn out to have manufacturing defects or to differ from their description, please follow the complaint procedure described below:
- Send the defective product to us, enclosing a written declaration, in which you describe in detail the reasons for returning the product, the form of compensation, and the return address and account number for a refund (depending on the decision taken by the store).
- Within 14 days of receiving the item we will notify you by e-mail or telephone of the result of the complaint procedure.
- If the complaint is accepted, within 7 working days of the date of the decision we will compensate you for the costs you have incurred by repairing the defective product, sending a new replacement or refunding your money.
- If the complaint is declined, we will send you detailed reasons for the decision and will return the product to you within 14 working days at our cost.
If you have any queries, please contact us by e-mail at contact@prospot.pl. We will advise you as to how to resolve customer complaints quickly and without problems.
Return Policy
Customer Returns: We understand that sometimes you may need to return a product, and we want to make the process as smooth as possible for you. Please review the following information regarding our return policy:
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Return Period: You have the right to return a product within 14 days from the date of receiving your order. This complies with the regulations governing distance contracts and applies exclusively to consumer sales, meaning purchases made for non-professional or non-business purposes.
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Return Options: You have two options for returning your product:
a. Return at Your Own Cost: You can choose to return the product at your expense, using a shipping method of your preference.
b. Pickup Service: For your convenience, we offer a pickup service for returns. This service is available at a fixed cost of 15€, which will be deducted from your refund.
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Return Procedure: To initiate a return, please follow these steps:
a. Ensure that the product is in an undamaged condition, with all original packaging and contents intact.
b. Complete the return form provided in your shipment and include it in the return package.
c. Send the product to the following address: Niska 13 05-800 Pruszków Poland
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Return Processing: Once we receive your return package, we will inspect the product to ensure it meets the return criteria. The product should be in an unused, undamaged, and unaltered condition, with all original packaging and contents.
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Refund Process: If your return is accepted, we will notify you via email, and the refund will be processed within 7 days. Please provide your bank account details for the refund.
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Rejected Returns: If we cannot accept your return due to product damage or signs of use, we will inform you via email. In this case, the product will be returned to you at our expense.
We value your satisfaction, and we are committed to making your return experience hassle-free. If you have any questions or need assistance, please contact our customer support team. Thank you for choosing us for your shopping needs.