Return and Complaint Information for Tufishop

1. Returns and Complaints

1.1. Right to Withdraw from the Contract

In accordance with the Act of May 30, 2014, on consumer rights (Journal of Laws 2014, item 827), the Customer has the right to withdraw from a distance contract (online purchases) within 14 calendar days from the date of receipt of the goods, without providing any reason. To exercise the right to withdraw from the contract, the Customer must inform us of their decision by sending a relevant statement to the email address: klientypl@tufishop.com.ua.

1.2. Return Procedure

To initiate a return, the Customer should first contact our customer service department to agree on the return details. Please send an email to klientypl@tufishop.com.ua or contact us by phone. Only after prior agreement with our manager should the Customer return the purchased goods to our headquarters within 14 days from the date of submitting the withdrawal request. The cost of returning the goods is borne by the Customer unless the item is defective or does not match the order.

Products delivered in sealed packaging are non-returnable if the packaging has been opened (for hygiene reasons).

1.3. Refunds

Once the returned item is received, we will refund the Customer the full order value, including the shipping cost (in the case of a full withdrawal from the contract), within 14 working days, using the same payment method that was used for the original order unless the Customer agrees to another refund method.

1.4. Proof of Purchase

For a return to be processed, the Customer is required to provide proof of purchase (receipt or invoice). A proof of purchase is necessary to complete the return, and for business purchases, an invoice is required. A receipt with a company NIP (tax identification number) for amounts up to 450 PLN is treated as a simplified invoice and does not require a corrective invoice.

2. Complaints

2.1. Grounds for Complaints

A complaint may be submitted if the goods are defective or do not match the description. Complaints may be filed for:

• Factory defects,
• Mechanical damage that occurred during transport,
• Other product issues (e.g., discrepancy with the description).

According to the provisions of the Civil Code Act of April 23, 1964 (Journal of Laws 1964 No. 16, item 93), the Customer has the right to submit a complaint within 2 years from the date of purchase. In the case of physical defects of the goods, the Customer has 2 years from the purchase date to file a complaint.

2.2. Complaint Procedure

To file a complaint, please send an email to klientypl@tufishop.com.ua with the following details:

• Order number,
• Description of the defect or issue with the product,
• Photos or other materials proving the defect (if applicable),
• Preferred resolution of the complaint (product replacement, repair, refund).

2.3. Complaint Resolution

We process complaints within 14 business days of receiving them.

If a complaint is deemed valid, the product will first be sent for repair. If, following the inspection, it is determined that the product cannot or should not be repaired, the customer will be offered a replacement with the same or an equivalent product.

If a replacement is not possible or the customer does not wish to receive one, we may issue a refund for the product. The final decision depends on the outcome of the complaint assessment and the circumstances of the individual case.

2.4. Complaint Costs

If the complaint is accepted as valid, the cost of returning the item will be covered by our company. However, if the complaint concerns damage resulting from the Customer’s actions (e.g., improper use or failure to follow instructions), the shipping costs will be borne by the Customer.

3. Contact for Returns and Complaints

If you have any questions regarding returns or complaints, please contact our customer service department at:
Email: klientypl@tufishop.com.ua
Phone: +48 45 956 69 09

4. Final Provisions

This return and complaint policy complies with applicable consumer protection laws and applies to all products purchased through the Tufishop online store.

Additional VAT Regulations:

• Invoice Corrections: In accordance with Article 106j(1) of the VAT Act, in the case of returns for business purchases exceeding 450 PLN, a corrective invoice will be issued.
• Receipt with NIP: For businesses purchasing goods under 450 PLN, a receipt with NIP is considered a simplified invoice and does not require a corrective invoice (Article 106e(5)(3) of the VAT Act).
• Refunds:
  • For card payments, a refund confirmation (e.g., a bank statement) is sufficient for accounting purposes.
  • For cash payments, an official refund statement is accepted as proof of the transaction.

Thank you for shopping at Tufishop!