Refund policy

1. Store details

E-mail: contact@xwheelzy.com

2. Right of withdrawal

2.1. A Customer who is a consumer has the right to withdraw from the sales contract within 30 calendar days from the day of receiving the goods, without giving any reason, in accordance with Art. 27 of the Act on Consumer Rights (Ustawa o prawach konsumenta).

2.2. To exercise the right of withdrawal, the Customer must inform the Store of their decision by means of a written statement sent to the e-mail address: contact@xwheelzy.com before 30 days from receipt of the goods have expired. A model withdrawal form is available on the xwheelzy.com website, but its use is not mandatory.

2.3. The right of withdrawal does not apply in the cases specified in Art. 38 of the Act on Consumer Rights, including:

• Personalised products or products made to individual order,
• Perishable products (e.g. food),
• Hygiene or health products opened after delivery (e.g. cosmetics),
• Products in sealed packaging that have been opened (e.g. CDs, games).

3. Return conditions

3.1. Goods may be returned if:

• The goods have not been used, damaged or tampered with in a way that reduces their value,
• The goods are in their original, undamaged packaging (if they had one),
• Proof of purchase (e.g. order confirmation) is enclosed with the parcel.

3.2. The Store may refuse to accept a return if the above conditions are not met.

3.3. The Customer, as the importer of the goods, is responsible for all customs formalities related to the return, unless the supplier uses the IOSS scheme. Information on return costs is provided before the order is placed..

4. Return costs

4.1. The costs of sending the goods back as part of a withdrawal from the contract are borne by the Customer, including any customs fees, unless the Store expressly agrees to a different solution in an individual case.

4.2. The Store refunds only the amount paid for the goods (including VAT, if settled via IOSS), excluding the delivery costs incurred at the time of purchase.

5. Return procedure

5.1. To report a return, the Customer should send an e-mail to: contact@xwheelzy.com, stating the order number, contact details and confirmation of the wish to withdraw from the contract.

5.2. After receiving the request, the Store will send the return address to which the goods must be sent within 14 days of the request, at the Customer's expense.

5.3. The Customer is responsible for organising the return, including customs formalities, if applicable.

6. Refunds

6.1. The Store will refund the amount paid for the goods within 14 business days of receiving the returned goods and confirming that the return conditions have been met.

6.2. The refund is made using the same payment method that was used for the purchase, unless the Customer expressly agrees to another form.

6.3. The Store may withhold the refund until the goods have been received and inspected.

7. Complaints

7.1. In the case of defective goods, the Customer may file a complaint under the statutory warranty (rękojmia, Art. 556–576 of the Civil Code).

7.2. The complaint should be reported immediately after the defect is discovered, no later than within 2 years of delivery, to the e-mail address: contact@xwheelzy.com.

7.3. The complaint should include: the order number, a description of the defect, the Customer's contact details and photos of the defect (if applicable). The costs of sending the goods back as part of a complaint are borne by the Customer, unless the Store decides otherwise.

7.4. Complaints are processed within 14 business days of receiving the complete report. If it is necessary to contact the supplier, this time may be extended to 30 business days, of which the Customer will be informed.

8. Product recalls

8.1. If a product is found to pose a safety risk, the Store will withdraw it from the market in accordance with the General Product Safety Regulation (GPSR).

8.2. Customers will be notified by e-mail of the recall and the return procedure. The goods should be sent back to the address given in the e-mail. The refund will be made within 14 days of receiving the product.

8.3. Reports concerning product safety should be sent to: contact@xwheelzy.com. The Store responds within 24 hours.

9. Additional information

9.1. The Store reserves the right to change this Refund Policy. The current version is available on the xwheelzy.com website, and changes do not affect orders placed earlier.

9.2. Disputes arising from returns or complaints are resolved by the court competent for the Store's registered office, unless the law provides otherwise.