📋 Complaint Policy – Your rights are important to us
At BeOnWin, we care about your satisfaction. If the product you received is defective or does not meet your expectations, you have the full right to file a complaint. Below you will find all the information on how to do this step by step.
⚖️ Your consumer rights
According to Polish law, you are entitled to:
- Warranty (rękojmia) – you can report product defects for 2 years from the date of purchase
- Guarantee – if the manufacturer has provided a guarantee, you can use it in accordance with its terms
- Right of withdrawal – you have 14 days to return the product without giving a reason (applies to online purchases)
🔍 When can you file a complaint?
You can file a complaint when:
- The product has a factory defect or damage
- You received the wrong product (different from the one ordered)
- The product is incomplete (missing parts)
- The packaging was damaged, and the product inside as well
- The product does not work according to its description or intended use
📝 How to file a complaint? – Step by step
Step 1: Contact us
Write to us or call us:
- Contact form on our website
- E-mail: info@beonwin.com
- Phone: 71 733 67 40
Step 2: Describe the problem
In your report, please provide:
- Order number
- Product name
- Description of the defect or problem – the more detailed, the better
- Photos of the product – especially the area of damage or defect
- Date of purchase (if you have a receipt or invoice, attach a copy)
Step 3: Send the product (if required)
After the complaint is accepted, we will inform you if the product needs to be sent back. If so:
- Pack the product securely (preferably in the original packaging)
- Send it to the address we will provide
- Keep the proof of shipment
Important: We cover the costs of returning the defective product – you will receive a return label from us or a refund of the shipping costs.
⏱️ Complaint processing time
We process complaints within 14 calendar days from the date of receiving the report or the product (if sending back was required).
If we need more time, we will inform you and provide a new date.
✅ Possible complaint solutions
Depending on the situation, we may offer:
- Replacement with a new, functional product
- Repair of the product (if possible)
- Price reduction (if the defect is minor and you wish to keep the product)
- Refund (full or partial, depending on the situation)
We will make the decision together – your satisfaction is our priority!
🔄 Returns (right of withdrawal)
When buying online, you have the right to return the product within 14 days of receipt, without giving a reason.
Return conditions:
- The product must be unused and in its original packaging
- All tags and labels must be preserved
- The product must show no signs of use
How to return a product?
- Inform us of your intent to return (via e-mail or form)
- Pack the product securely
- Send it to the specified address (within 14 days of your notification)
- You will receive a refund within 14 days of us receiving the product
Note: The cost of returning the product due to withdrawal from the contract is borne by the customer (unless the product was defective).
❓ Frequently Asked Questions
Can I file a complaint without a receipt?
Yes, but having proof of purchase (receipt, invoice, order confirmation) significantly speeds up the process.
What if the product was damaged during transport?
Report it immediately! Take photos of the damaged packaging and the product – this will facilitate the complaint process with the carrier.
Can I exchange the product for a different model?
Yes, if the product is defective or as part of your right of withdrawal. Contact us, and we will arrange the details.
How long do I wait for a refund?
The refund is processed within 14 days from the approval of the complaint or receipt of the returned product.
📞 Need help?
Do you have questions regarding complaints or returns? Our team is at your disposal!
Contact us via the contact form or e-mail – we will respond as soon as possible.
Your satisfaction and the security of your purchases are our priority. Thank you for your trust! 🏔️