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Returns and complaints

Returns and complaints

RETURNS

In accordance with applicable provisions, a Customer who makes a distance purchase outside of a show-room has the right to withdraw from the sale agreement and return the product without providing any reasons and at no expense.

The sale agreement withdrawal period shall expire after 14 days from the date of the receipt of the package with the ordered Product.

The Customer must bear the direct costs of returning the Goods,

Return instructions
To exercise the right of withdrawal from an agreement for the sale of goods, you must inform the Vendor of your decision to withdraw from this agreement for the sale of goods by an unequivocal statement within 14 days following the receipt of the products ordered.

Withdrawal from an agreement for the sale of goods may take place by, amongst others, completing the return form available on the website of the Vistula online shop or by making a relevant statement in person in one of Vistula’s Exclusive Shops.
Return to the online shop
Complete the return form containing a declaration of withdrawal from an agreement for the sale of goods and email it to contact@vistula.eu or email an unequivocal statement (e.g. by emailing it to contact@vistula.eu) with your first and last name and order number, as well as information about what goods you wish to return.
Return to a Vistula exclusive shop
Complete the return form containing a declaration of withdrawal from an agreement for the sale of goods and email it to contact@vistula.eu or email an unequivocal statement (e.g. by emailing it to contact@vistula.eu) with your first and last name, order number, information about what goods you wish to return and an indication of the Vistula Exclusive Shop to which you would like to return the goods in question.
Please note! Returning the goods to a Vistula Exclusive Shop is only possible for goods with a purchase price exceeding 3,000 PLN in total.
After receiving the return form / statement about withdrawing from the agreement for the sale of goods, we will forward it to the relevant Vistula Exclusive Shop and inform you about the details concerning the return of the goods. Then, if possible, please visit the Vistula Exclusive Shop with the proof of purchase to return the goods. We suggest that you contact the relevant Vistula Exclusive Shop in advance in order to agree to the return date.
Check where you can find Vistula Exclusive Shops >>

To meet the withdrawal deadline, it is sufficient for you to send information about having exercised your right to withdraw from an agreement for the sale of goods before the withdrawal period has expired.

Within 14 days from the day on which you send your statement about withdrawing from the agreement for the sale of goods and your intent to return the ordered goods, the goods should be returned:
A. By mail to the address of the online shop
Goods must be returned by sending them with the relevant statement about withdrawing from the agree-ment for the sale of goods to the address given below:

Vistula Group S.A.
SKLEP INTERNETOWY VISTULA
ul. Samsonowicza 20
27-400 Ostrowiec Świętokrzyski
Poland

If possible, please include the purchase proof as well as the return form or your unequivocal statement about withdrawing from the agreement for the sale of goods to the package, as this will considerably facil-itate the process of returning the goods.
B. In person in a Vistula Exclusive Shop

It is necessary to visit a Vistula Exclusive Shop with, if possible, the proof of purchase (such as a receipt). We suggest that you contact the relevant Vistula Exclusive Shop in advance in order to agree to the return date.

Check where you can find Vistula Exclusive Shops >>
To meet the return deadline, it is sufficient for you to send the goods before the return period has expired.
In Vistula’s Outlet Shops it is not possible to make a return of goods purchased in the online shop.

We kindly inform that the goods being returned cannot bear traces of use. The returned item must have all the labels and the original producer’s packaging. If the returned goods are posted, please secure the pack-age so it does not get damaged or destroyed in transport.

The return of the payments you made, including the delivery costs of the goods (with the exception of extra costs resulting from a different delivery mode of your choice, other than the cheapest way of delivery offered by the Vendor) will be done immediately, and always no later than within 14 days from the date of receiving the statement about withdrawing from the agreement for the sale of goods by the Vendor.
The refund will be made by the Vendor (all information is provided by the Customer Service of the Online Shop) by using the same mode of payment as the one you used in the original transaction unless you ex-pressly agree to a different mode of refund. In all cases you will never pay any charges in connection with the return. Please kindly note that you may not receive the above-mentioned refund in a Vistula Exclusive Shop.
The Vendor may withhold the return of payments received from you until the receipt of the goods being re-turned or provide the proof of sending back the goods being returned.
COMPLAINTS
In order to report a complaint, please follow these instructions:

Reporting a complaint can take place by, amongst others, completing a complaint form available on the website of the online shop or reporting the complaint in person in one of Vistula’s Exclusive Shops (Check where you can find Vistula Online Shops >).
Please print and sign the completed complaint or statement about the complaint being lodged.

If you are unable to print either, please email the completed form to contact@vistula.eu
Goods under complaint and the completed complaint form or statement about the complaint being lodged should be sent to this address:

a) Vistula Group S.A. – COMPLAINTS
ul. Samsonowicza 20
27-400 Ostrowiec Świętokrzyski
Poland
Concerning lying clothes: shirts, jerseys, shoes, accessories, ties, jeans trousers

b) Vistula Group S.A. – COMPLAINTS
Al. 29-go Listopada 130
III piętro Pokój nr 339, 340
31-406 Krakow
Poland
Concerning hanging clothes: suits, coats, jackets, trousers, blazers.

or be returned in person in one of Vistula’s Exclusive Shops (See where Vistula Exclusive Shops> can be found).
The Vendor shall reply to the Customer’s complaint within 14 days from the day on which it was filed. The Customer will be informed by text or email or in writing of the outcome of the complaint. In order to stream-line complaint processing, the Customer should deliver the goods to the Vendor with the complaint form / statement about the complaint being lodged.

The Vendor informs you about the possibility of having recourse to an out-of-court complaint mechanism, among others by making a request for mediation or for consideration by an arbitration court (the relevant form can be downloaded from http://www.uokik.gov.pl/download.php?plik=6223) after ending the complaint procedure.
The list of permanent arbitration consumer courts acting by the Regional Inspectorates of Trade Inspection is available at http://www.uokik.gov.pl/wazne_adresy.php#faq596. Out-of-court claim compensation after end-ing the complaint procedure is free of charge. If the Customer, who is a consumer, wishes to resort to the out-of-court way of claim compensation, there is additionally the possibility of reporting the complaint via the ODR EU online platform available at http://ec.europa.eu/consumers/odr/.

Key to symbols:
*applies to Customers who are consumers