Products purchased from the sinesilk.com online store may be returned or exchanged. A return is accepted on the basis of the order number and the product being returned in its original packaging. Items must not show any signs of use. The consumer may withdraw from the contract within 14 business days without giving any reason.
In the case of a complaint, it is necessary to describe the circumstances in which the product may have been damaged, as well as the proposed form of compensation (a refund or an exchange for new goods). The sinesilk.com store has 14 business days to process the complaint.
Please send returns and complaints to the following email address: order@sinesilk.com, and ship the product to SINE Agnieszka Saweczko-Rutkowska ul.Dębinki 7a/2, 80-211, Gdańsk. Each package must be accompanied by a written statement of withdrawal from the contract. You must provide the first and last name of the person who placed the order, the order number, and the bank transfer details for the refund of the amount due for the returned goods. A template form can be found in the Terms and Conditions.
Download both forms to print (PDF)
In the event of a lack of conformity of the goods with the contract, the consumer is entitled to the rights listed below. These rights do not apply to goods that serve exclusively as a carrier of digital content.
Goods are in conformity with the contract if, in particular, the following remain in conformity with the contract:
Their description, type, quantity, quality, completeness and functionality, and, in the case of goods with digital elements, also their compatibility, interoperability and the availability of updates;
Their fitness for a particular purpose for which the consumer requires them, of which the consumer notified the seller no later than at the time of conclusion of the contract and which the seller accepted.
Furthermore, in order to be considered in conformity with the contract, the goods must:
Be fit for the purposes for which goods of this type are normally used, taking into account applicable laws, technical standards or good practices;
Be supplied in such quantity and have such characteristics, including durability and safety, and, in the case of goods with digital elements, also functionality and compatibility, as are typical for goods of this type and as the consumer may reasonably expect, given the nature of the goods and the public statements made by the seller, its legal predecessors or persons acting on their behalf, in particular in advertising or on the label, unless the seller proves that:
– it was not aware of the public statement in question and, judging reasonably, could not have been aware of it,
– before the conclusion of the contract, the public statement was corrected under the same conditions and in the same form in which it had been made, or in a comparable manner,
– the public statement did not influence the consumer's decision to conclude the contract;
Be delivered with the packaging, accessories and instructions that the consumer may reasonably expect to receive;
Be of the same quality as the sample or model that the seller made available to the consumer before the conclusion of the contract, and correspond to the description of such sample or model. The seller is not liable for a lack of conformity of the goods with the contract to the extent referred to above if the consumer,
no later than at the time of conclusion of the contract, was expressly informed that a specific characteristic of the goods deviated from the requirements of conformity with the contract and expressly and separately accepted the absence of that specific characteristic of the goods.
The seller is liable for any lack of conformity of the goods with the contract that exists at the time of their delivery and becomes apparent within two years of that time, unless the period of suitability of the goods for use, as specified by the seller, its legal predecessors or persons acting on their behalf, is longer. A lack of conformity of the goods with the contract that becomes apparent within two years of delivery of the goods is presumed to have existed at the time of their delivery, unless proven otherwise or unless this presumption is incompatible with the specific nature of the goods or the nature of the lack of conformity of the goods with the contract. The seller may not rely on the expiry of the period for establishing a lack of conformity of the goods with the contract specified above if it fraudulently concealed that lack of conformity.
If the goods are not in conformity with the contract, the consumer may demand that they be repaired or replaced.
The seller may replace the goods when the consumer requests a repair, or the seller may repair the goods when the consumer requests a replacement, if bringing the goods into conformity with the contract in the manner chosen by the consumer is impossible or would entail excessive costs for the seller. If repair and replacement are impossible or would entail excessive costs for the seller, the seller may refuse to bring the goods into conformity with the contract.
When assessing whether the costs for the seller are excessive, all circumstances of the case are taken into account, in particular the significance of the lack of conformity of the goods with the contract, the value of the goods in conformity with the contract, and the excessive inconvenience to the consumer resulting from a change in the method of bringing the goods into conformity with the contract.
The seller shall carry out the repair or replacement within a reasonable time from the moment the seller was informed by the consumer of the lack of conformity with the contract, and without excessive inconvenience to the consumer, taking into account the specific nature of the goods and the purpose for which the consumer purchased them. The costs of repair or replacement, including in particular postage, transport, labor and materials, are borne by the seller.
The consumer shall make the goods to be repaired or replaced available to the seller. The seller shall collect the goods from the consumer at its own expense.
If the goods were installed before the lack of conformity of the goods with the contract became apparent, the seller shall uninstall the goods and reinstall them after the repair or replacement has been carried out, or have these activities performed at its own expense.
The consumer is not obliged to pay for the normal use of goods that were subsequently replaced.
If the goods are not in conformity with the contract, the consumer may submit a declaration of price reduction or of withdrawal from the contract when:
The seller has refused to bring the goods into conformity with the contract;
The seller has failed to bring the goods into conformity with the contract in accordance with Art. 43d(4)–(6);
The lack of conformity of the goods with the contract persists even though the seller has tried to bring the goods into conformity with the contract;
The lack of conformity of the goods with the contract is so significant that it justifies a price reduction or withdrawal from the contract without first using the remedies specified in Art. 43d of the Consumer Rights Act;
It is clear from the seller's statement or the circumstances that the seller will not bring the goods into conformity with the contract within a reasonable time or without excessive inconvenience to the consumer.
The reduced price must be in the same proportion to the price under the contract as the value of the goods not in conformity with the contract is to the value of the goods in conformity with the contract. The seller shall refund to the consumer the amounts due as a result of exercising the right to a price reduction immediately, and no later than within 14 days of receiving the consumer's declaration of price reduction.
The consumer may not withdraw from the contract if the lack of conformity of the goods with the contract is immaterial. The lack of conformity of the goods with the contract is presumed to be material.
If the lack of conformity with the contract concerns only some of the goods delivered under the contract, the consumer may withdraw from the contract only with respect to those goods, and also with respect to other goods purchased by the consumer together with the non-conforming goods, if the consumer cannot reasonably be expected to agree to keep only the goods that are in conformity with the contract.
In the event of withdrawal from the contract, the consumer shall immediately return the goods to the seller at the seller's expense. The seller shall refund the price to the consumer immediately, and no later than within 14 days of receiving the goods or proof that they have been sent back. The seller shall refund the price using the same method of payment that the consumer used, unless the consumer has expressly agreed to a different method of refund that does not involve any costs for them. The consumer may withhold payment of the price until the seller has fulfilled its obligations under Art. 43d and Art. 43e of the Consumer Rights Act.