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Returns and complaints

Dear Customer, if you are on this site, this means that most likely something went wrong in the execution of the order and you are not satisfied with the purchase made.

However, there is no reason to be upset! Our company respects your rights. Below we have included information that will allow you to quickly and conveniently make a complaint or make a return of the goods as part of the withdrawal from the contract.

1) INFORMATION ON THE EXERCISE OF THE RIGHT OF WITHDRAWAL

In accordance with current laws, you have the right to withdraw from this agreement within 30 days without giving any reason.

The withdrawal period expires 30 days after the date on which you took possession of the goods or on which a third party other than the carrier and indicated by you took possession of the goods.

In order to exercise your right of withdrawal, you must inform us 

TWEETO Uk Office address

25 Vale Farm Road
Woking
Surrey
Gu21 6DE

 of its decision to withdraw from this contract by means of an unequivocal declaration (for example, a letter sent by post, fax or e-mail).

In order to meet the withdrawal deadline, it is sufficient for you to send you information regarding  withdrawal before the expiry of the withdrawal period.

In the event of withdrawal from this agreement, we will reimburse you for all payments received from you, including the costs of delivering the goods (with the exception of additional costs resulting from the delivery method chosen by you other than the cheapest usual delivery method offered by us), without delay and in any case no later than 14 days from the date on which we were informed of your decision to exercise your right of withdrawal from this contract. We will refund the payment using the same payment methods as you used in the original transaction, unless you have expressly agreed to a different solution - in any case you will not in pay any fees in connection with this refund.

We may withhold a refund until we receive the payment or until we have provided proof of return, which occurs first.

Please send us back or provide us with the right away, and in any case no later than 30 days from the date on which you informed us of your withdrawal from this contract. The deadline is met if you send the thing before the 30-day deadline.

You will have to bear the direct cost of returning the goods.

You are only responsible for the reduction in the value of the goods resulting from the use of it in a manner other than that necessary to establish the nature, characteristics and functioning of the goods.

2) INFORMATION REGARDING THE DECLARATION OF USE OF THE WARRANTY BY THE CONSUMER (COMPLAINTS)

In accordance with applicable law, we are liable to you under the conditions set out in the Civil Code for physical and legal defects.

You have the right to:

  1. make a statement requesting a price reduction;
  2. make a declaration of withdrawal from the contract, but not when the defect is insignificant;
  3. require the replacement of the goods with a defect-free one;
  4. request the removal of the defect.

We will respond to your statement or request within 14 days.

You are obliged to deliver the defective item at our expense to the address 

TWEETO Uk Office address

25 Vale Farm Road
Woking
Surrey
Gu21 6DE

Replacement or repair costs are borne by us, except in the case where the defective thing has been installed. Then you are obliged to bear some of the associated costs in excess of the price of the goods. Alternatively, you have the right to require us to pay part of the costs of dismantling and re-installation, but up to the price of the sold property.

We are liable for warranty if a physical defect is found within two years of the date of issue of the item to you, and if the object of sale was a used item one year after its release. Your entitlement is limited in time to one year from the date of finding the defect, however, it does not expire earlier than two years after the item was given to you, and if the object of sale was an item used before the end of one year from the moment of the item being given to you. The exception is when the expiry date of the goods specified by us or the manufacturer ends two years after the time of delivery of the goods to you. We are then liable for the physical defects of this thing found before the expiry of this period.

Liability for legal defects is in fact the same and the time for notification runs from the moment of becoming known about the defect and the limitation periods from the finalisation of the judgment on the affected matter.

The issue of warranty is extremely complex and we encourage you to familiarize yourself with the Civil Code consumer organizations describing your rights accurately and illustrated. Our store operates in accordance with the law and respects the rights of consumers, so the legal information you find there will also apply to contracts with us.

We encourage you to ask any questions to