Refund policy

Returns and complaints

Withdrawal from the contract

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

The consumer bears the direct costs of returning the goods.

If you do not collect your order from a parcel locker, collection point or courier,
you will be charged the cost of return shipping (approx. PLN 13-22 depending on the option chosen)
and the cost of the original - standard shipment.

Excerpt from the regulations:
7. Right of withdrawal - Consequences of withdrawal from the contract:

8. The Seller requests that the goods be returned to the following address: ul. Studencka 6/8, 31-116 Kraków, Poland immediately, and in any event no later than 14 days from the date on which the Consumer informed the Seller of their withdrawal from the sales contract. The deadline is met if the Consumer sends the goods back before the expiry of the 14-day period.

9. The consumer bears the direct costs of returning the goods.

10. If the Consumer fails to collect the shipment from the parcel machine or courier collection point within the specified time, which results in its return to the Seller, the Seller reserves the right to charge the Consumer for the costs of returning the shipment, in accordance with the actual costs incurred by the Seller.

11. If you use free delivery for orders over PLN 200 (delivery to a parcel locker) and then return the entire order, the cost of the original shipping will be deducted from the refunded amount – in accordance with the standard shipping price list.

You can withdraw from the contract by submitting a notice to us declaration of withdrawal from the contracte.g. via e-mail sent to: shop@asagao.pl

Return the returned item to us immediately at the following address: ul. Studencka 6/8, 31-116 Kraków, Poland, but no later than within 14 days from the date on which you withdrew from the contract.

You can withdraw from the contract within the time limit 14 days.

The fourteen-day period for withdrawal from the contract begins:

for a contract in which we hand over an item and are obliged to transfer its ownership - from the moment you take possession of the item or a third party designated by you other than the carrier,
for digital content - from the date of conclusion of the contract.

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

We will refund your payments, including the costs of delivering the goods as specified in the regulations, immediately, but no later than within 14 days from the date of receipt of your declaration of withdrawal from the contract.

We may withhold reimbursement of any payment received from you until we have received the goods back or you have provided evidence of having sent back the goods, whichever is the earlier.

Please remember that the right to withdraw from a distance contract does not apply to the consumer in the following cases, among others:

in which the subject of the provision is a non-prefabricated item, manufactured according to the consumer's specifications the serving to meet his individual needs,
in which the subject of the provision is a thing that spoils quickly or having a short shelf life,
in which the subject of the service is an item delivered in a sealed package, once the packaging has been opened, it cannot be returned for health or hygiene reasons if the packaging has been opened after delivery,
in which the subject of the provision is audio or video recordings or computer programs delivered in a sealed package if the packaging has been opened after delivery
for the provision of digital content that is not recorded on a tangible medium, if the performance of the service began with the express consent of the consumer before the expiry of the withdrawal period and after the entrepreneur informed him of the loss of the right to withdraw from the contract.

Detailed information on withdrawal from the contract can be found in the Sales Regulations.

WITHDRAWAL FORM SAMPLE
(this form should be completed and returned only if you wish to withdraw from the contract)

ASAGAO sp. z o.o.
ul.Studencka 6/8, 31-116 Kraków, Polandemail address: shop@asagao.pl

- I/We(*) ..................................................................... hereby inform about my/our withdrawal from the contract of sale of the following items(*) / for the provision of the following service(*) / for the supply of digital content in the form of(*):

.................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

- Date of conclusion of the contract(*)/receipt(*) .........................................................................................................................

- Name and surname of the Consumer(s): ........................................................................................................................

- Address of the Consumer(s): .........................................................................................................................................................................................................................................................................................................................

.............................................................................................
Consumer's Signature
(only if the form is sent in paper version)

Data ............................................

(*) Delete as appropriate.

Complaints

If you are a consumer, if a product purchased from us proves to be defective, you have the right to make a warranty claim. It is best to submit a complaint to the following email address:shop@asagao.pl or by post to the address ASAGAO sp. z o.o., ul. Studencka 6/8, 31-116 Kraków, Poland.

The goods subject to the complaint should be sent to the following address: ul. Studencka 6/8, 31-116 Kraków, Poland

Due to the defect, you may request:

replacement of the item with a defect-free one,
removal of the defect,

or submit a declaration of:

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

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

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

Your complaint will be considered (resolved) within 14 days from the date we receive your complaint.

More information about complaints can be found in our Sales Regulations.