Returns, Complaints and Warranty – AEON – Watch Corner

1. Withdrawal from the contract and product returns

1.1. Withdrawal period

1. A Consumer who has entered into a distance contract may withdraw from it without giving a reason within 14 days from the day on which the Consumer, or a third party designated by the Consumer other than the carrier, takes possession of the product.

2. To meet the deadline, it is sufficient to send an unequivocal withdrawal statement before the period expires. The statement may be sent, in particular, by e-mail to info@aeonzegarki.com or in writing to the Seller’s address.

3. Use of the Seller’s model withdrawal form is optional. An unequivocal statement submitted in another form is also effective.

1.2. Products made to the Customer’s specifications

1. The right of withdrawal is excluded in the circumstances specified in Article 38 of the Polish Consumer Rights Act, including in relation to a non-prefabricated product manufactured according to the Consumer’s specifications or intended to meet the Consumer’s individual needs.

2. The exclusion may apply, in particular, to a product subjected at the Customer’s express request to permanent, non-standard personalisation or irreversible modification that is not included in the Store’s standard offer.

3. The mere labelling of a standard product as “Made to order”, the fact that it is not held in stock or its sourcing from a manufacturer or distributor only after the order has been placed does not exclude the right of withdrawal where the product has not been manufactured according to the Consumer’s specifications or clearly personalised.

1.3. Returning the product

1. The Consumer should return the product without undue delay and no later than 14 days after withdrawing from the contract.

2. The product should be returned to: Jarosław Napierała, AEON – Kącik Zegarkowy, ul. Polska 15a/1, 67-200 Głogów, Poland, unless the Seller provides another return address agreed with the Consumer after receiving the withdrawal statement.

3. Prior contact with the Seller is recommended to enable efficient parcel identification and provide instructions, but is not a condition for effective withdrawal.

4. The Seller is not required to accept cash-on-delivery parcels. The Consumer should use an ordinary service that allows the shipment to be tracked. Appropriate insurance is recommended for high-value products.

5. The Consumer bears the direct cost of returning the product unless the Seller has expressly agreed to bear that cost.

6. The Consumer is responsible for properly protecting the product during transport.

1.4. Condition and completeness of the returned product

1. The Consumer may examine the nature, characteristics and functioning of the product to the extent that would be possible in a physical shop.

2. The Consumer is liable for any reduction in value resulting from handling beyond what is necessary for such examination.

3. The Consumer is advised to return the complete set, including, in particular, the watch, box, documents, accessories, spare bracelet links, tools, tags, protective components and complimentary items forming part of the set or promotion.

4. Missing packaging or a set component does not invalidate withdrawal but may affect the product’s value and the amount refunded.

5. For watches, handling beyond ordinary examination may include, in particular: wearing the watch beyond the place where it is tried on; scratches or abrasions; soiling or shaping a strap; shortening or permanently adjusting a bracelet; removing protective films combined with signs of use; losing links or other set components; or using the product in a manner that changes its condition.

6. The Seller may reduce the refund only by the actual and demonstrable reduction in the product’s value. The Consumer will be informed of the basis and amount of any reduction.

1.5. Refunds

1. The Seller will refund payments received from the Consumer without undue delay and no later than 14 days after receiving the withdrawal statement.

2. The Seller may withhold the refund until the product is received or the Consumer provides evidence that it has been sent back, whichever occurs first.

3. The refund includes the cost of the least expensive standard delivery method offered by the Seller. Where delivery of the order was free of charge, no additional delivery amount is due.

4. The refund will be made using the same payment method unless the Consumer expressly agrees to another method that does not incur additional costs.

2. Consumer complaints – lack of conformity with the contract

2.1. Seller’s liability

1. The Seller is liable to the Consumer for lack of conformity of the product with the contract under Article 43a and the following provisions of the Polish Consumer Rights Act.

2. As a general rule, the Seller’s liability lasts for two years from delivery of the product unless applicable law or a binding durability statement provides for a longer period.

3. Statutory remedies for lack of conformity are independent of the voluntary warranty.

2.2. Consumer remedies

1. The Consumer may initially demand repair or replacement of the product.

2. The Seller may replace the product instead of repairing it, or repair it instead of replacing it, where the method selected by the Consumer is impossible or would involve excessive costs compared with the alternative method.

3. Where both repair and replacement are impossible or would involve excessive costs, the Seller may refuse to bring the product into conformity. The Consumer retains the remedies provided by law.

4. A price reduction or withdrawal from the contract is available only in the circumstances specified by applicable law. The Consumer may not withdraw from the contract where the lack of conformity is minor.

2.3. Submitting a complaint

1. A complaint may be submitted in any form. For efficient handling, sending it to info@aeonzegarki.com is recommended.

2. Where possible, the complaint should include the order number, a description of the issue, the date on which it was identified, the Consumer’s requested remedy and photographs or a recording showing the problem. Failure to provide such additional materials does not remove the right to complain where the matter can be assessed on the basis of the remaining information.

3. A bill is not the only acceptable proof of purchase. The purchase may also be demonstrated by order confirmation, payment confirmation, correspondence or other reliable evidence.

4. The Seller will respond to a Consumer complaint within 14 days of receiving it.

2.4. Making the product available and costs

1. The Consumer must make the product covered by the repair or replacement request available to the Seller. Prior contact is recommended to obtain a shipping label, instructions or arrangements for collection.

2. The Seller bears the necessary costs associated with the recognised repair or replacement procedure, including transport, labour and material costs, in accordance with applicable law.

3. Where diagnosis establishes that the reported issue is not caused by lack of conformity with the contract, the Seller may provide the Customer with a quotation before carrying out any paid repair and will perform that service only after the quotation has been accepted.

3. Voluntary three-year Seller warranty

3.1. Guarantor, products and warranty period

1. The guarantor is Jarosław Napierała, AEON – Kącik Zegarkowy, ul. Polska 15a/1, 67-200 Głogów, Poland, e-mail: info@aeonzegarki.com, telephone: +48 514 761 004.

2. Unless the product page or a separate document states otherwise, the voluntary warranty covers watches sold by AEON – Watch Corner and lasts for three years from the date on which the watch is delivered to the Customer.

3. The watch warranty does not cover additional accessories, straps, bracelets or products added to a set unless the product page or a separate warranty statement expressly states otherwise.

4. The warranty is an additional entitlement. Where goods do not conform to the contract, the Consumer is legally entitled to remedies from and at the expense of the Seller, and the warranty does not affect those remedies.

3.2. Scope of the warranty

1. The warranty covers defects in materials, manufacturing and function that exist in the watch or arise during its correct use.

2. For an accepted warranty claim, the Guarantor will, at its choice and taking account of the nature of the defect and technical feasibility, repair or replace the watch. Where both remedies are impossible or economically unreasonable, the Guarantor may refund the watch price or propose another solution accepted by the Customer.

3.3. Warranty exclusions

The warranty does not cover, in particular:

• normal wear of a strap, bracelet, battery, rechargeable battery, seals, spring bars, clasps, coatings, decorative elements and other consumable parts;

• scratches, abrasions, dents, cracked glass and other mechanical damage;

• damage caused by impact, dropping, pressure, improper storage, chemicals, extreme temperatures, a strong magnetic field or another external factor;

• water ingress or moisture caused by use contrary to the declared water-resistance rating, operating the crown or pushers under water, failure to close the crown correctly or failure to inspect and replace seals as required by the manufacturer;

• damage resulting from use contrary to the instructions, intended purpose or product parameters;

• unauthorised repairs, regulation, opening of the case or interference by an unauthorised person;

• timekeeping deviations that remain within the tolerance specified by the movement or watch manufacturer;

• differences in colour, texture or natural ageing of materials resulting from their inherent properties and not constituting a defect;

• damage or irregularities that were disclosed to and expressly accepted by the Customer before purchase.

3.4. warranty procedure

1. A warranty claim should be sent to info@aeonzegarki.com and include the order number, a description of the defect and, where possible, photographs or a recording showing the issue.

2. After an initial review, the Guarantor will provide shipping or collection instructions. The product must be suitably protected and supplied with information that allows the claim to be identified.

3. A bill is not the only evidence that a product is covered by the warranty. The purchase and delivery date may also be demonstrated by order confirmation, payment confirmation or other reliable evidence.

4. The Guarantor bears the cost of delivering the product to the location specified by the Guarantor and the cost of returning the product after an accepted warranty remedy has been performed.

5. The Guarantor will perform its obligations within 30 days of receiving the product. Where repair requires imported parts, specialist diagnosis or transfer of the watch to the manufacturer or an authorised service centre, the period may be extended; the Customer will be informed of the reason and expected completion date.

6. Where a claim is not covered by the warranty, the Guarantor may provide a quotation for paid repair. Paid repair will be carried out only after acceptance by the Customer.

7. Where the watch is replaced or substantially repaired under the warranty, the warranty period begins again in accordance with applicable law. In other cases, the warranty period is extended by the period during which the person entitled under the warranty was unable to use the watch due to performance of the warranty.