Cancelling the order and returning the products
The Customer has the right to return the goods within 14 days of receiving the goods (excluding special orders, i.e. products that do not appear in the VipDog e-shop and have been ordered specially for the Customer from the manufacturer).
Returned goods must be unused and in the original packaging. To exercise the right of withdrawal the Customer must open the packaging carefully and without damaging it. To test the product it can be used to the extent necessary to establish the nature, characteristics and the functioning of it. The Customer must handle and use the item in the same manner as would be normally allowed in a shop.
A written request to make a return must be sent to VipDogat the email address firstname.lastname@example.org within 14 days. The order number must be stated in the request.
Advance payment for a cancelled order (excluding shipping costs) will be returned to your bank account within 14 days (we usually do this within 3 business days) of submitting a request to the email address email@example.com, provided that the goods are returned to VipDog within this time period.
The Customer will bear all the costs of returning the goods. VipDog will bear the costs of returning the goods if they are damaged and it could not be detected by external examination, and the damage was not caused by the Customer in the process of neglectful opening of the package, or if the goods do not conform to the products in the Customer’s order (i.e. a wrong product was sent mistakenly).
If the returned product has been damaged as a result of the Customer improperly/negligently using, rebuilding or incorrectly assembling or disassembling the product, or by the fault or negligence of the Customer, or by circumstances caused by improper storage, VipDog reserves the right to offset the decreased value of the product at the expense of the payment the Customer made for the goods and the reimbursement, and to not pay shipping costs related to returning the goods. If the Customer disagrees with the claimed decrease in value indicated in offsetting, the Customer has the right to use a valuation by an independent expert to determine the decreased value of the returned product or the guilty party in the situation.
If the Customer loses an interest in purchasing the product due to a long delivery period, the Customer has the right to cancel the order by submitting a request on the issue to the email address firstname.lastname@example.org. The advance payment made by the Customer will be reimbursed within 14 days of the Customer submitting the corresponding request.
VipDog reserves the right to not cancel the Customer’s order and to not accept the returned goods if the purchased products were ordered as a special request of the Customer, i.e. products that do not appear in the VipDog e-shop and have been ordered specially for the Customer from the manufacturer.
VipDog reserves the right to cancel the Customer’s order if the ordered goods are not in stock in the VipDog warehouse and the Customer does not accept a replacement product offered by VipDog or the extended delivery date
Time and procedure of submitting complaints
Pursuant to the Law of Obligations Act, the Customer has the right to submit complaints regarding the lack of conformity of the product with the Contract within 2 years of receiving the goods; in the case of a defect appearing within the first six months, it is presumed that the defect was present at the time of purchase and the seller must determine the nature of the defect.
In the case of a product defect occurring, the Customer undertakes to inform VipDog of the problem at email@example.com and provide the following information:
- name and contact details;
- defect of the product (description and photos);
- order number.
The application must be sent no later than 2 months of discovering the defect. Upon failure to conform to this deadline without good reason, the Customer loses the right to demand that VipDog repair the product or replace a component for free
After the complaint is submitted, VipDog undertakes to respond to the complaint of the Customer in writing within 15 days.
If the defect is technological in nature, the Customer may demand the repair or replacement of the product/component if this is possible and does not cause VipDog unreasonable expenses or unjustified inconvenience compared to the use of other legal remedies, considering, inter alia, the value of the item, the significance of the lack of conformity with the Contract and the possibility of the Customer to acquire the item which conforms with the Contract from elsewhere without significant inconvenience.
When replacing the defective product/component, VipDog has the right to demand that the defective product/component be returned. VipDog will bear the costs relating to the repair or replacement of the product/component. If the Customer legitimately requires the repair of the item and VipDog fails to do so within a reasonable period of time, the Customer may repair the item or have it repaired and claim compensation for any reasonable costs incurred from VipDog.
The Customer may demand a refund only if the repair or replacement of the product/component is not possible or fails, or if VipDog refuses to repair or replace the product/component without good reason or within a reasonable period of time after the complaint was filed, or if the repair or replacement of the product/component causes unjustified inconvenience to the Customer.
VipDog is not liable for:
- damage to the product caused by the Customer’s fault or negligence;
- defects caused by improper use of the product;
- wear and tear of the product as a result of regular use.