EHUB STUDIO

Returns and complaints policy

§ 1. Right of withdrawal


A consumer and a natural person conducting a business activity, concluding a contract directly related to their business activity but without a professional character, has the right to withdraw from a distance contract within 14 days without giving any reason.

The 14-day period begins:

  • from the day the consumer or a person designated by them receives the goods;
  • in the case of an order comprising several goods delivered separately — from the day of receiving the last item;
  • in the case of goods delivered in batches or parts — from the day of receiving the last batch or part.

To exercise the right of withdrawal, an unambiguous statement of withdrawal must be sent before the deadline.

The statement can be submitted using the "Return or complaint" form available at /zwroty or sent to the e-mail address: ehub@ehub.studio

The statement should include:

  • order number;
  • first and last name;
  • e-mail address used for the purchase;
  • information on which item is being returned;
  • date of purchase;
  • preferred contact method.

§ 2. Effects of withdrawal


In the event of a successful withdrawal, we will refund all received payments, including the cost of the cheapest standard delivery method available in the store.

The refund will be made using the same payment method used for the purchase unless you explicitly agree to a different refund method.

The refund will be made no later than 14 days from the date of receiving the withdrawal statement. We may withhold the refund until we receive the returned goods or proof of their return — whichever occurs first.

The goods must be returned immediately, no later than 14 days from the day of withdrawal from the contract, to the following address:

EHUB STUDIO
ul. Idzikowskiego 44/9
54-129 Wrocław, Poland

The direct cost of returning the goods is borne by the consumer unless the store has previously informed them about taking over this cost.

The consumer is responsible for any diminished value of the goods resulting from handling them in a way beyond what is necessary to establish their nature, characteristics, and functioning.


§ 3. Exceptions to the right of withdrawal


The right of withdrawal does not apply in cases specified by law, in particular with regard to:

  • goods made to the consumer's specifications or serving to satisfy their individualized needs;
  • goods which, after delivery, according to their nature, are inseparably mixed with other items;
  • goods delivered in a sealed package which cannot be returned after opening due to health protection or hygiene reasons;
  • digital content not supplied on a tangible medium if the performance has begun with the consumer's prior express consent after they have been informed of the loss of their right of withdrawal.

If a product is subject to an exception, information about it will be provided in the product description or before placing the order.


§ 4. Complaint regarding the lack of conformity of goods with the contract


The seller is liable to the consumer for any lack of conformity of the goods with the contract existing at the time of delivery and revealed within two years from that time unless regulations provide for a longer period.

The goods may be non-compliant with the contract in particular when:

  • they do not match the description, type, quantity, quality, or functionality specified in the contract;
  • they are not fit for the purpose communicated by the consumer to the seller;
  • they do not have the features or characteristics that the consumer could reasonably expect;
  • they were delivered incomplete;
  • they are damaged or do not work properly.

A complaint can be submitted using the "Return or complaint" form available at /zwroty or sent to the e-mail address: ehub@ehub.studio

It is worth attaching to the complaint:

  • order number;
  • description of the problem;
  • photos or a recording showing the non-conformity if it can help in considering the case;
  • information on the expected method of resolving the matter.

A receipt is not a condition for filing a complaint. Proof of purchase can also be an order confirmation, invoice, payment confirmation, or other reliable document.


§ 5. Consumer's demands


In the first instance, the consumer may demand:

  • repair of the goods;
  • replacement of the goods with contract-compliant ones.

If repair or replacement proves impossible, excessively expensive, is not performed within a reasonable time, or the goods are still non-compliant with the contract, the consumer may demand:

  • price reduction;
  • withdrawal from the contract if the non-conformity of the goods is significant.

The costs of repair, replacement, transport, shipping, labor, and materials are borne by the seller.


§ 6. Complaint processing time


The seller will respond to the complaint within 14 days of receiving it. A lack of response within this period means that the complaint has been accepted.

If the complained goods need to be delivered to the seller, the seller will inform about the method and address of delivery. In the case of a justified complaint, transport costs are borne by the seller.

Simply filling out the form does not mean automatic acceptance of the return or complaint. Each request is considered individually in accordance with applicable regulations.