Returns and complaints
 
1) Returns (withdrawal)

If you are buying as a consumer, you have the right to withdraw from the contract within a period of time 14 days from receipt of the parcel - without stating a reason.

 
How to make a return

  1. Write to us at [email protected] with an order number.

  2. You will receive brief return instructions and a return address.

  3. Send the product back within 14 days of the withdrawal notification.

 
Conditions for acceptance of return

To speed up the process, please send the product back:

  • able unused, No signs of wear,

  • w original packaging (manufacturer's case/box, accessories),

  • accompanied by proof of purchase (or order number).

You can inspect the product as you would in a stationary shop - but the value of the product cannot be diminished by use beyond mere inspection.

 
Return costs

The cost of returning the goods shall be borne by the buyer, unless we agree otherwise (e.g. an error on our part).

 
Return of funds

We process payment refunds within 14 days from receipt of the cancellation notice, but we may withhold the return until we have received the product or confirmation of posting.

We return the funds using the same payment method used for the purchase (unless we agree otherwise).

 
2) Replacement

If you wish to exchange the product (e.g. for a different model or variant), please write to us at [email protected].
Exchanges are carried out subject to availability. Usually the quickest way is to place a new order and return the previous one.

 
3) Complaints

If a product has a defect or does not comply with the contract, you have the right to make a complaint.

 
How to make a complaint

Send a message to [email protected] and give:

  • order number,

  • problem description,

  • photographs of the defect (if possible),

  • indicate whether you prefer: repair, replacement, price reduction or return.

We will respond to your complaint within 14 days.

 
What cannot be claimed

The complaint may not include:

  • natural signs of wear and tear resulting from normal use,

  • mechanical damage incurred after delivery (e.g. fall, crushing),

  • improper care or misuse.

 
4) Limited and collector's items

Limited edition models (Vault Collection) are subject to the standard return and complaints policy - unless otherwise stated in the specific product offer (information will be provided on the product page).

 
5) Return/complaint data

Address for returns and complaints:

Sun and Shadow

Golkowice 12

46-220 Byczyna

Poland

Contact:
Email: [email protected]
Service hours:  Mon-Fri 11:00 am - 7:00 pm