Personalised products
Most Vitasystem products are made to the chosen configuration, dimensions or a design you supplied. In that case there is no right to withdraw from the contract without giving a reason, because the goods are made to the consumer’s specifications or clearly personalised. This follows from Article 16(c) of Directive 2011/83/EU and the national laws implementing it. It does not affect your right to make a complaint about a defective product.
Non-personalised products
Consumers may withdraw from the purchase of a ready-made, non-personalised product within 14 days of receiving it. Send your statement to info@vitasystem.pl. The product must be sent back no later than 14 days after you notify us; the customer bears the direct cost of returning it. Please send the parcel to Vitaprint Sp. z o.o., Szeroka 9, 39-340 Padew Narodowa, Poland.
How do I make a complaint?
- Give the order number and the product name.
- Describe the problem and when you noticed it.
- Attach photos of the product, the packaging and the shipping label.
- Tell us what solution you expect.
Send your complaint to info@vitasystem.pl. Please do not send the product back until you have received instructions from us.
Damage in transit
If the packaging is visibly damaged, record the damage in a report together with the courier, take photos and keep all parts of the packaging. This documentation speeds up claims against the carrier.
Information on the right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period will expire after fourteen days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise the right of withdrawal, you must inform us — Vitaprint Sp. z o.o., pl. Jana Kilińskiego 2, 35-005 Rzeszów, Poland, info@vitasystem.pl, phone +48 535 496 563 — of your decision to withdraw from this contract by an unequivocal statement. You may use the model withdrawal form below, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods to Vitaprint Sp. z o.o., Szeroka 9, 39-340 Padew Narodowa, Poland, without undue delay and in any event not later than fourteen days from the day on which you communicate your withdrawal from this contract to us; you will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
The right of withdrawal does not apply to goods made to your specifications or clearly personalised — that is, to printed products and made-to-measure items.
Model withdrawal form
If you wish to withdraw from the contract, please complete and return this form.
To: Vitaprint Sp. z o.o., pl. Jana Kilińskiego 2, 35-005 Rzeszów, Poland, info@vitasystem.pl:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
…
Ordered on (*) / received on (*): …
Order number: …
Name of consumer(s): …
Address of consumer(s): …
Date: …
Signature of consumer(s) (only if this form is notified on paper): …
(*) Delete as appropriate.
Alternative dispute resolution
As a consumer, you may refer a dispute to an alternative dispute resolution body or to the consumer protection authority in your country; the European Consumer Centre in your country can also advise you on cross-border purchases. The quickest way to resolve a matter, however, is directly with us — write to info@vitasystem.pl.
Refunds
After an effective withdrawal, we refund the amount due within the statutory period and, as a rule, using the same payment method, i.e. by transfer to a euro account or via PayPal. We may withhold the refund until we have received the product back or you have provided proof that it has been sent.
