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Returns and Complaints

COMPLAINTS AND RIGHT OF WITHDRAWAL

Submitting Complaints

Complaints should be submitted primarily via email to: complaints@yutra.eu. The complaint submission should include:

  • Photos of the defective product
  • A detailed description of the defect

EXERCISING THE RIGHT OF WITHDRAWAL

  1. When and how can the Consumer exercise the right of withdrawal?

The Consumer has the right to withdraw from the sales contract with Salag without providing a reason. The Consumer is additionally informed about this right along with the delivered order.

To exercise the right of withdrawal, the Consumer must inform Salag of their decision by making an unequivocal statement within 14 days from the date the goods were received by the Consumer or a third party designated by them (other than the courier).

If the contract covers multiple goods delivered separately, in batches, or in parts, the 14-day period starts from the date the last item, batch, or part is received.

To withdraw from the contract, the Consumer may use the withdrawal form (Annex 1). Sending the withdrawal statement before the deadline is sufficient to comply with the 14-day period.

The withdrawal statement should be sent to: Salag Sp. z o.o., ul. Szafirowa 5, 16-400 Suwałki, Poland, or via email to complaints@yutra.eu.

  1. When does the right of withdrawal not apply?

The right of withdrawal does not apply to contracts:

  • For services where the Consumer is required to pay, and Salag has fully performed the service with the Consumer’s explicit and prior consent, acknowledging the loss of withdrawal rights after service completion.
  • Where the goods are non-prefabricated, manufactured according to the Consumer’s specifications, or intended to meet their individual needs.
  • Where the goods, after delivery, become inseparably connected with other items due to their nature.
  • For services requiring Salag to travel to the Consumer for repairs, if the service was fully performed with the Consumer’s explicit and prior consent.
  1. Costs and time frame for refunds

In case of withdrawal, Salag will refund the Consumer all payments received, including standard delivery costs (except for additional costs resulting from the Consumer’s choice of a delivery method other than the cheapest standard delivery offered by Salag), without delay and no later than 14 days from the day Salag receives the Consumer’s withdrawal statement.

If Salag does not offer to collect the goods itself, it may withhold the refund until the goods are received or until the Consumer provides proof of return, whichever occurs first.

The refund will be processed using the same payment method used by the Consumer in the original transaction unless the Consumer explicitly agrees to a different method that does not involve additional costs.

By exercising the right of withdrawal, the Consumer bears the direct cost of returning the goods, including bulky goods, such as packaging, securing, and shipping back to Salag.

If the Consumer selects a delivery method other than the cheapest standard option offered by Salag, Salag is not obligated to refund the additional costs incurred by the Consumer.

For bulky items that cannot be returned by regular post due to their size and weight, the return costs may be higher than a standard postal package.

  1. Where should the returned goods be sent?

Goods must be returned promptly, no later than 14 days from the date the Consumer informs Salag about the withdrawal. The Consumer must return or hand over the complete product to Salag.

Attaching proof of purchase (such as a receipt or invoice) to the return package will facilitate and expedite the identification of the order related to the return. The deadline is met if the Consumer sends the product before the 14-day period expires.

Return address: Salag Sp. z o.o. 16-400 Suwałki, ul. Szafirowa 5, Poland Phone: +48 87 563 55 53 Reference: "Yutra Store Complaint"