Complaints and returns

Below are the rules regarding cancellation of the contract, returns, complaints, product exchanges, damage caused during transport and uncollected parcels.

Withdrawal from the contract and return of goods

Right to withdraw from the contract

A consumer who has entered into a distance contract has the right to withdraw from it without giving any reason within 14 days of receiving the goods.

To meet the deadline, simply send a notice of withdrawal from the contract before the deadline expires. The notice can be sent to the following address: contact@tirzepatyd.store.

How do I request a refund?

1. Download and complete the returns form available on this page.
2. Please send the form to the following address contact@tirzepatyd.store.
3. Please wait for a message confirming receipt of your request and containing details on how to return the parcel.
4. Please return the goods no later than 14 days from the date on which you submitted your notice of withdrawal from the contract.

The application must include at least the following:

• the first name and surname or the name of the entity for which the order was placed,
• order number,
• email address and telephone number,
• the date of receipt of the parcel,
• the names and quantities of the products being returned,
• clear notice of withdrawal from the contract,
• return parcel details, including the consignment number or the parcel locker used for dispatch, if these are already available.

Condition of the returned product

The consumer may examine the product to the extent necessary to ascertain its nature, characteristics and functioning, just as they would in a high-street shop.

The returned product should be complete, properly secured for transport and – where possible – in its original packaging, together with all the items it was delivered with.

The consumer is liable for any reduction in the value of the product resulting from its use beyond what is necessary to ascertain its nature, characteristics and functioning.

Return postage costs

The direct cost of returning the goods as part of a standard withdrawal from the contract is borne by the Buyer. We recommend using a registered post or a courier service with tracking.

The Buyer should keep the proof of posting until the returns process has been completed. The Seller is not liable for the return parcel until it has been delivered, if the Buyer has chosen the return method themselves.

Payment refund

In the event of a valid withdrawal from the contract, we will refund any payments received, including the cost of the original delivery of the order, up to an amount corresponding to the cheapest standard delivery method available in the shop.

If the Buyer has chosen a more expensive delivery method than the cheapest standard option offered by the shop, the difference in delivery costs is non-refundable.

The refund will be made no later than 14 days from the date of receipt of the notice of withdrawal from the contract. However, the Seller may withhold the refund until the returned goods have been received or the Buyer has provided proof of their return – whichever occurs first.

The refund will be made using the same payment method used when placing the order, unless the Buyer expressly agrees to a different method that does not entail any additional costs for them.

In the case of electronic payments, funds are refunded via the operator that processed the original transaction. The time taken for the refund to appear in the Buyer’s account may depend on the procedures of the bank or payment operator.

When does the right to withdraw from a contract not apply?

The right to withdraw from the contract does not apply in the cases specified by law, in particular with regard to:

• products supplied in sealed packaging which, once opened, cannot be returned for health or hygiene reasons, if the packaging was opened after delivery,
• products which, upon delivery, are, by their very nature, inseparably combined with other items,
• products manufactured to the Consumer’s specifications or designed to meet their individual needs,
• services performed in full with the Consumer’s express and prior consent, where the Consumer was informed, prior to the commencement of the service, that they would lose the right to withdraw from the contract once the service had been fully performed.

Uncollected parcels

If the parcel is not collected by the Customer and is returned to the Seller for reasons attributable to the Customer, in particular due to:

• failure to collect the parcel within the specified time limit,
• refusal to accept it,
• failure to collect it from a parcel locker or collection point,
• providing incomplete or incorrect address details,

The seller will contact the customer to arrange the next steps for fulfilling the order.

Resending an order may require the Customer to cover the actual costs of resending the parcel.

If the Customer successfully withdraws from the contract, settlement will be made in accordance with the provisions governing withdrawal from the contract. Where applicable, the Seller may claim reimbursement of actual, documented costs incurred as a result of the Customer’s failure to fulfil their obligations, provided that this is permitted under the applicable legislation.

For international shipments, the costs of transport, customs clearance, logistics and return to the sender may be higher than for domestic shipments.

Complaints – goods not in conformity with the contract

When can you make a complaint?

A consumer may lodge a complaint if the goods delivered do not comply with the contract, in particular where:

• is damaged or incomplete,
• a product other than the one ordered was received,
• does not correspond to the description, type, quantity or quality specified in the order,
• does not possess the characteristics it should have in accordance with the contract or the information provided prior to purchase,
• is not fit for the purpose which the Buyer informed the Seller of prior to the conclusion of the contract and which was accepted by the Seller.

How do I make a complaint?

Please send your complaint to the following address: contact@tirzepatyd.store.

The application should include:

• the first name and surname or the name of the entity making the complaint,
• order number,
• email address and telephone number,
• the date of purchase and the date the parcel was received,
• the name of the product being complained about,
• a detailed description of the non-conformity or damage identified,
• the date on which the problem was first noticed,
• the preferred method of handling the complaint,
• photographs or a video showing the product, its packaging and the problem – if these could help in assessing the report.

A paper receipt is not required to make a complaint if the purchase can be confirmed in another way, for example by an order number, payment confirmation or correspondence relating to the transaction.

Repair or replacement of the product

If the goods do not comply with the contract, the Consumer may, as a first step, request that they be repaired or replaced.

The seller may replace the goods where the consumer requests a repair, or carry out a repair where the consumer requests a replacement, if the method chosen by the consumer to bring the goods into conformity with the contract:

• is impossible, or
• would entail excessive costs compared with the other available option.

If both repair and replacement are impossible or would entail excessive costs, the Seller may refuse to bring the goods into conformity with the contract.

Repairs or replacement will be carried out within a reasonable time from the moment the Seller is notified of the non-conformity and without undue inconvenience to the Consumer, taking into account the nature of the goods and the purpose for which they were purchased.

The costs of repair or replacement, including postage, transport, materials and labour, shall be borne by the Seller.

A price reduction or withdrawal from the contract

A consumer may submit a request for a price reduction or to withdraw from the contract, inter alia, where:

• The seller refused to repair or replace the goods,
• The seller has not repaired or replaced the goods in accordance with the regulations,
• the fault persists despite attempts to repair or replace the item,
• the non-conformity is of such significance that it justifies an immediate price reduction or withdrawal from the contract,
• it is clear from the Seller’s statement or the circumstances that the Seller will not bring the goods into conformity with the contract within a reasonable time or without undue inconvenience to the Consumer.

The reduced price should be proportionate to the contract price, corresponding to the difference between the value of the goods in accordance with the contract and the value of the goods actually received.

A consumer may not withdraw from the contract if the lack of conformity of the goods with the contract is minor.

Refunds following a complaint

In the event of a justified price reduction, the amount due will be refunded without delay, and no later than 14 days from the date of receipt of the Consumer’s request for a price reduction.

In the event of a valid withdrawal from the contract on the grounds that the goods are not in conformity, the Consumer shall return the goods at the Seller’s expense. The price will be refunded without delay, and no later than 14 days from the date of receipt of the goods or proof of their return.

Returning a product subject to a complaint

Depending on the nature of the problem, we may ask you to make the product subject to the complaint available to us or to return it to us so that we can verify your claim.

You should not return the product subject to a complaint without first contacting us and receiving instructions. If it is necessary to return the product as part of a complaint regarding the goods’ non-conformity with the contract, the Seller shall bear the reasonable costs of postage.

The product should be properly secured to prevent further damage during transport.

Deadline for responding to a complaint

The seller shall respond to the complaint within 14 calendar days of receiving it. If no response is provided within this period, the complaint shall be deemed to have been accepted.

The reply will be sent to the email address provided in the enquiry, unless the Consumer specifies an alternative method of contact.

Damage to a parcel during transit

If the parcel arrives damaged, opened, water-damaged, dented or if its contents have been tampered with during transit, please contact the Seller as soon as possible.

What should be done?

• take photographs of all sides of the outer packaging,
• take a clear photograph of the consignment note,
• take photographs of the security features inside the parcel,
• take photographs of the damaged product and the entire contents of the parcel,
• keep the packaging, label and all parts of the consignment until the proceedings have been concluded,
• where possible, draw up a damage report with the carrier,
• Please send the order number, a description of the damage and any supporting documentation to the following address contact@tirzepatyd.store.

We recommend that you submit your claim as soon as possible, ideally within 48 hours of receiving the parcel. This deadline is for organisational purposes and helps to ensure that the claim is reported to the carrier efficiently. Exceeding this deadline does not deprive the consumer of their statutory right to lodge a complaint.

The absence of a damage report drawn up upon receipt of the consignment does not, in itself, automatically result in the loss of the right to make a complaint; however, it may make it more difficult to establish the circumstances in which the damage occurred.

If the Seller has offered or designated a carrier, the Seller is liable to the Consumer for the correct delivery of the order. The Seller’s claims against the transport company are dealt with independently of the Consumer’s rights.

The difference between a return and a complaint

Contact details

Scope of application

The above rules apply to Consumers within the meaning of Article 22¹ the Civil Code and, to the extent provided for by law, natural persons entering into a contract directly related to their business activities, provided that the terms of that contract indicate that it is not of a professional nature for them.

Detailed rules governing sales, returns and complaints are also set out in the Shop’s Terms and Conditions. The provisions of this page do not limit the rights granted to Buyers by mandatory provisions of law.