Returns & Complaints

RIGHT OF WITHDRAWAL FROM THE AGREEMENT

In the case of an order placed on the xplx.pl website, you have the right to withdraw from the agreement without providing any reason within 14 days from the date of receiving the goods.

The return should be sent to our warehouse address:
XPLX Sp. z o.o., ul. Bergamotki 2/68, 02-765 Warsaw, Poland
Phone number: +48 453 323 063

Please include a return form in the package, which you can download here (link) or send electronically to our inbox at: support@xplx.pl

CONSEQUENCES OF WITHDRAWAL FROM THE AGREEMENT

The refund for the returned products will be made within 14 days from the date we receive your withdrawal statement. We have the right to withhold the refund until the goods are received or proof of their return is provided. The refund will be made using the same payment method originally used for the purchase.

ADDITIONAL INFORMATION

You are responsible for the return shipping costs when withdrawing from the agreement. We do not accept COD shipments or personal returns to our Warehouse. You can choose any carrier to return the products.

 

HOW DOES THE COMPLAINT PROCEDURE WORK?

You can file a complaint regarding the purchased product by contacting us at: support@xplx.pl

You can download the complaint form here: (click)

Complaints should be sent to our warehouse address:
XPLX Sp. z o.o., ul. Bergamotki 2/68, 02-765 Warsaw, Poland
Phone number: +48 453 323 063

  1. The Seller is obligated to deliver goods to customers who are consumers or entrepreneurs with consumer rights that comply with the Sales Agreement according to the provisions of the Consumer Rights Act (Act of May 30, 2014, Journal of Laws of 2020, item 287, as amended). The Seller is responsible for the non-compliance of the goods with the Sales Agreement under the Consumer Rights Act. The Seller’s responsibility for defects of goods is excluded for entrepreneurs.

  2. The complaint can be submitted in writing to:
    XPLX Sp. z o.o., ul. Bergamotki 2/68, 02-765 Warszawa, Poland
    Phone number: +48 453 323 063
    Or via email: support@xplx.pl

  3. The complaint submission should include, in particular:
    a) Full name,
    b) Correspondence address,
    c) Email address (for email response),
    d) Type of complained product,
    e) Detailed description of the defect and the date it was identified,
    f) Date of purchase,
    g) The customer's request,
    h) Proof of purchase (e.g., a copy of the receipt or invoice, a payment card statement, or other proof).
    This is an example of the complaint submission content, but the customer is not obligated to use this format for the complaint to be valid.

  4. Complaints can also be submitted using the complaint form available here: (click)

  5. The customer, who wishes to use the right to have the goods exchanged under the Seller’s responsibility for non-compliance with the Sales Agreement, will make the goods available to the Seller for collection. The Seller does not accept shipments sent by cash on delivery (COD).

  6. The Seller will address and respond to the complaint without delay, but no later than 14 days from the submission, and will inform the customer about the outcome by sending the information to the contact details provided in the complaint submission.