Returns and complaints

↩

We want shopping at Setter Label to be straightforward and worry-free. Standard products may be returned within the statutory period, and every product may be subject to a complaint if it does not conform to the contract.

14 days

to withdraw for a standard product

✦

Personalisation

an exception only for genuinely individually made products

✓

Complaint

also available for personalised products

Returning a standard product

A consumer may withdraw from the contract without giving a reason within 14 days of receiving the product. Before the deadline, simply send an unequivocal statement to info@setterlabel.com. You may use the model form provided in the Terms and Conditions, but this is not mandatory.

After notifying us of your withdrawal, return the product within the following 14 days to the returns address stated in the Terms and Conditions. The buyer bears the direct cost of returning the product.

We refund the product price and the original delivery cost up to the amount of the least expensive standard delivery method available in the store. We may withhold the refund until we receive the product or proof that it has been returned.

When is a product genuinely personalised?

✓

When it is made to your individual specifications, for example with a name, custom text, artwork or individual measurements.

✓

In such a case, the statutory right of withdrawal may not apply pursuant to Article 38(1)(3) of the Polish Consumer Rights Act.

✓

The fact that a product is made only after an order is placed does not automatically make it personalised. Choosing a standard size or colour from a predefined list does not in itself exclude the right of return.

Complaints

The right to make a complaint also applies to personalised products. If a product does not conform to the contract, write to info@setterlabel.com and provide your order number, a description of the issue and, if possible, photographs.

The Seller is liable for any lack of conformity with the contract disclosed within 2 years of delivery and responds to a consumer complaint within 14 days. The Seller bears the costs of a justified complaint.

An important distinction

The absence of a right to return a genuinely personalised product does not mean that there is no right to make a complaint. If the product does not match the agreed specification or is damaged, you retain all rights arising from the lack of conformity of the goods with the contract.