Returns and complaints policy

If you buy as a consumer, you can withdraw from a contract made in our shop within 14 days without giving a reason. The period runs from the day you, or a person you name (other than the carrier), receive the product, or for an order delivered in several parcels, from receipt of the last one.

A sole trader with consumer rights has the same right: a person running a sole proprietorship for whom the purchase is not of a professional nature.

1. 1
   Tell us you are withdrawing

   Email office@seriangroup.com with your order number and the products you are returning. You can use the model form below, but you don’t have to – any clear statement will do. We will confirm receipt by email.

2. 2
   Send the product back

   Send the product back within 14 days of your statement, to the address in our confirmation (unless we give another: SerianGroup Sp. z o.o., Osiedle 104/68, 62-590 Węglew-Kolonia, Poland). Pack it so that it isn’t damaged in transit and include your order number.

3. 3
   Get your money back

   We will refund your payment within 14 days of receiving your statement, as described in point 3.

You pay the direct cost of sending the product back. Please don’t send returns cash on delivery.

We refund all payments received, including the cost of delivery to you (up to the cheapest standard delivery in our shop), without delay and no later than 14 days from receiving your statement of withdrawal.

We refund using the same payment method used for the purchase – for example to the same card, or to the account a BLIK payment came from – unless you agree to another method at no cost to you. How long the refund takes to show depends on your bank or payment provider.

We may withhold the refund until we receive the product or proof that you have sent it, whichever comes first.

You are responsible for any loss in the product’s value caused by handling it beyond what is needed to check its nature, characteristics and functioning.

The right of withdrawal does not apply in the cases listed in Article 38 of the Polish Consumer Rights Act, including when:

• the product was supplied in sealed packaging that cannot be returned once opened for health protection or hygiene reasons, and the packaging was opened after delivery – this may apply to biocidal products and animal care products, among others,
• the product was made to your specifications or clearly personalised for you.

Nor does the right of withdrawal apply to businesses buying as part of their professional activity.

We are responsible for the product conforming to the contract. If you buy as a consumer and the product turns out to be faulty or not as described, you can make a complaint – we are liable for any lack of conformity that becomes apparent within 2 years of delivery.

1. 1
   Make a complaint

   Email office@seriangroup.com or write to SerianGroup Sp. z o.o., Osiedle 104/68, 62-590 Węglew-Kolonia, Poland. Give your order number, describe the problem and say what you would like: repair, replacement, a price reduction or a refund. Photos of the product will speed things up.

2. 2
   Wait for our reply

   We will reply within 14 days of receiving your complaint. If we don’t reply within that time, the complaint is accepted.

3. 3
   Repair, replacement or refund

   You can ask for the product to be repaired or replaced. If that is impossible, doesn’t happen within a reasonable time or the lack of conformity is significant, you can ask for a price reduction or withdraw from the contract (withdrawal is not available for a minor lack of conformity). We then refund you within 14 days. We pay the costs of repair, replacement and sending back the non-conforming product.

Damage in transit is best reported on delivery, with a damage report drawn up with the courier – but this is not a condition for your complaint to be accepted.

Please don’t send biocidal products back without contacting us first – we will tell you how to prepare the parcel in line with the regulations.

If you disagree with how your complaint was handled, you can ask a district (municipal) consumer ombudsman or the Trade Inspection for help. The complaint rules for businesses are set out in the Terms and Conditions.

Complete and return this form only if you wish to withdraw from the contract.