Rules for returning and exchanging goods at new-balance.pl
At new-balance.pl you can withdraw from the contract, return or exchange the goods within 14 days - quickly and without the need to call the manager or obtain prior approval. Below are all the conditions and step-by-step instructions.
Terms of return and exchange
According to Polish law, a consumer who purchased goods online has the right to withdraw from the contract without giving a reason within 14 calendar days from the date of receipt of the order.
After notifying the store of withdrawal from the contract, the goods must be sent no later than within the next 14 calendar days.
You can return the product under the following conditions:
- the application for withdrawal from the contract was sent within 14 calendar days from the date of receipt of the order;
- the product has no damage or signs of use that go beyond the normal inspection of its properties, characteristics and size;
- If possible, factory labels, stickers, original box and packaging have been preserved;
- a document confirming the purchase, an order number or other data by which the order can be identified is attached to the parcel.
The buyer has the right to inspect and try on the shoes in the same way as they would in a regular store. If the product has been used more than necessary to check its properties and size, the buyer may be liable for a reduction in its value.
Important: The shoe box is part of the product package. Do not tape it or apply shipping labels directly to it. For shipping, place the shoe box in an additional bag, protective box, or wrapping film.
Exchange for another model or size is carried out if the corresponding product is available. If the desired product is not available, the store will refund the money paid.
How to make a return or exchange - step by step
- Make sure the product meets the conditions above.
- Within 14 calendar days from the date of receipt of the order, notify the store of your withdrawal from the contract. To do this, send a completed application to the email address insale@new-balance.pl or attach it to the parcel.
- Fill out the return or exchange application form using the sample below.
- Place the product in its original packaging, along with the completed application, in additional shipping packaging.
- No later than 14 calendar days after the notification of withdrawal from the contract, send the parcel from Poland to one of the addresses in Kyiv listed below.
- Keep the document or electronic confirmation of shipment until the store receives the return.
There is no need to call the manager and obtain prior approval. However, the buyer must notify the store of the withdrawal from the contract within the time period established by law.
Sample return or exchange application
Copy, fill out and send the application by email or enclose it in a parcel:
STATEMENT OF WITHDRAWAL FROM THE CONTRACT / RETURN OR EXCHANGE OF GOODS Buyer's last name and first name: _________________________________ Buyer's address: ____________________________________________ Order number: __________________________________________ Order date: ________________________________ Order receipt date: _________________________________ Product, model, article number and size: ____________________________ Desired result: refund / exchange for another size or model Reason for exchange or complaint, if applicable: _______________________________________________________________ IBAN of the bank account, if the return is primary payment method is not possible: _________________________________ Contact phone number: ________________________________________ E-mail: __________________________________________________________ Date: ________________ Signature: ________________Where to send a parcel?
Shipments are accepted to the following address: Kovalenko Maksym Serhiyovych , tel. +380 800 313 121 .
Shipping via Nova Post from Poland
"Nova Poshta", branch number 75
Ukraine, 03150, Kyiv,
Velyka Vasylkivska St., 120.
Shipping via Poczta Polska or another international postal operator
Items sent from Poland via Poczta Polska or another international postal operator are delivered to Ukraine via the Ukrposhta postal network.
"Ukrposhta", branch 03150
To the question: Kovalenko Maksym Serhiyovych
Ukraine, 03150, Kyiv,
Velyka Vasylkivska St., 102.
Recipient's phone number: +380 67 909 37 41.
Send the package without cash on delivery and without passing the shipping cost on to the recipient. International shipments must be processed in accordance with the rules of the selected carrier.
In the event of a normal withdrawal from the contract, the direct costs of returning the goods from Poland to Ukraine are borne by the buyer.
Refund
After receiving a notice of withdrawal from the contract, the store returns:
- the cost of the returned goods;
- the cost of initial delivery to the buyer within the cost of the cheapest standard delivery method offered by the store.
If the buyer has chosen a more expensive primary delivery method, the difference between its cost and the cost of the cheapest standard delivery method is not refundable.
The refund will be made no later than within 14 calendar days from the date the store receives the application for withdrawal from the contract. The store has the right to suspend the refund until the goods are received or the buyer provides confirmation of their shipment - whichever comes first.
The funds will be refunded in the same way as the payment was made. If the original payment method cannot be used, the funds can be transferred to the IBAN bank account specified by the buyer with his consent and without additional fees from the store.
If the product is defective or does not match the order
If the received product is defective, does not match the description, model, size, or other terms of the order, the buyer has the right to file a complaint due to the non-conformity of the product with the contract.
The seller's liability for non-conformity of the goods with the contract is valid for two years from the date of transfer of the goods to the buyer.
Within the scope of the complaint, the buyer may primarily demand:
- repair of goods;
- replacement of goods with the corresponding contract.
In cases provided for by Polish law, the buyer may also demand a price reduction or withdraw from the contract and receive a refund.
The store will pay or reimburse the shipping costs for goods returned within the scope of a justified complaint. In the application, describe in detail the detected defect or non-conformity and, if possible, attach photos.
Returns, exchanges and complaints are handled in accordance with the provisions of the Polish Consumer Rights Act - Ustawa z dnia 30 maja 2014 r. o prawach konsumenta .
Do you have any questions?
For any questions regarding returns, exchanges or complaints, please contact us:
- Phone: +48 22 516 21 19
- Email: insale@new-balance.pl