Complaints & Returns

RIGHT TO COMPLAIN

The customer has the right to file a complaint in accordance with the provisions of the current Law on Consumer Protection. A complaint can be submitted within two (2) years from the date of product purchase.

METHOD OF SUBMITTING A COMPLAINT

A complaint can be submitted in one of the following ways:

• via email;
• via the contact form on the Website;
• by telephone;
• in writing to the seller's address.

The customer is required to provide the following with the complaint:

• order number;
• detailed description of the problem;
• photographs of the damage or other irregularities, if necessary.

DEADLINE FOR COMPLAINT RESOLUTION

Exspace is obliged to:

• confirm receipt of the complaint within eight (8) days of its receipt;
• respond to the complaint and take appropriate steps within fifteen (15) days of receipt of the complaint.

COMPLAINT RESOLUTION OPTIONS

Depending on the nature of the complaint, the customer has the right to repair, replacement, or a refund in accordance with the law.

• product replacement;
• product repair;
• product price reduction;
• contract termination and refund of the amount paid.

Right to Withdrawal

The customer has the right to withdraw from the purchase within fourteen (14) days from the day of receiving the product, without giving a reason.

The returned product must be:

• unused;
• undamaged;
• in its original packaging.

The cost of returning the product is borne by the customer, except in cases where the return is a result of the seller's error.

Wholesale (B2B)

The right to unilateral termination of the contract under the Law on Consumer Protection does not apply to wholesale orders. Terms of complaints and potential returns or replacements in the B2B segment are regulated by a separate agreement between Exspace and the buyer.