Complaints and Returns

Want to return your product? No problem

Within 14 days of receiving your order, you can exercise your right to cancel the contract and return the ordered products without giving any reason.

1.

Fill in the form

Fill in the withdrawal form.

2.

Send the form

Send us the completed and signed form by email, via our contact form or by post.

3.

Send the products

Send the ordered products to the following address:

Smart Memories
Ostrówik 23B
05-530 Ostrówik

Returns

If the product you receive does not meet your expectations, you can make a return (withdraw from the contract) within 14 days of receiving the goods. In order to comply with the deadline for withdrawal, you must make your statement before the expiry of the 14 days.

For this purpose, you can formulate the statement yourself or use the following template. We recommend that the completed and signed statement of withdrawal, send together with the returned product.

You shall return the product at your own expense, no later than 14 days from the day we received information about the withdrawal from the contract. In the case of the recommended way of making a statement, i.e. send the form in one shipment with the returned product, the day of shipment shall be considered the day of submission of the statement of withdrawal.

We will refund your payment using the same means of payment that you used in the original transaction, unless you have expressly agreed otherwise. In any case, you will not incur any fees related to the return of the payment, which will be made within 14 days from the date of receipt of the statement of withdrawal.

We may withhold the refund until you receive the product.

For further details on the return procedure, please refer to the Shop Terms and Conditions.

Declaration of withdrawal

Recommended method of return:

  1. Fill in the “Statement of Withdrawal” form.
  2. Pack the returned goods along with the completed form.
  3. Send the returned goods to the following address:

Smart Memories
Ostrówik 23B,
05-530 Ostrówik

  1. Refund takes place.
Complaints

If the product you have received has a defect or does not comply with the sales contract you concluded with us (e.g. is damaged), you have the right to file a complaint.

To do this, please contact our customer service (e.g., by email, contact form or in writing) providing the order number in which the defective product was included, a brief description of the defect in the advertised product along with a photo showing the defect and the complaint demand: repair, price reduction (if you choose this option, please contact customer service before shipping the advertised item), withdrawal from the contract or exchange for a new product (in the absence of a new defect-free item, the seller reserves the right to change the complainant’s demand after contacting the customer).

Then the advertised goods, together with the completed complaint form or statement of complaint, should be sent to the address: Smart Memories Sp. z o.o., Ostrówik 23B, 05-530 Ostrówik.

The complaint shall be handled within 14 days of its filing. You will be notified of the outcome of your complaint by email or telephone.

Model claim form.