MOMMYBAG

Returns and Complaints

Your satisfaction with your purchase is important to us. If the ordered product does not meet your expectations, you have the right to return it. If the product has a defect, you may file a complaint. Below you will find detailed information about procedures, deadlines, and your rights as a consumer.

PART I: PRODUCT RETURN

Right of withdrawal from the contract

Under the Act of 30 May 2014 on Consumer Rights, you have the right to withdraw from a distance contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, acquired possession of the goods.

HOW TO RETURN A PRODUCT — STEP BY STEP

RETURN COST

The return is completely free of charge. You do not bear any costs related to returning the goods. Detailed return shipping instructions are provided by our customer service.

RETURN ADDRESS

Return address (warehouse):
MOMMYBAG
ul. Czereśniowa 23E
02-457 Warszawa
Poland

DEADLINE FOR RETURNING THE GOODS

After submitting the withdrawal statement, you have 14 days to send back the goods. The deadline is met if you send the goods before it expires (the shipment date applies).

REFUND

The refund will be made within 5 business days from the date we receive the returned goods. We will refund the money using the same payment method you used to pay for the order, unless you expressly agree to another refund method (for example, by indicating another bank account number).

We refund: the product price and the delivery cost (if charged). If you chose a more expensive delivery method than the least expensive one offered by us, we will refund the amount corresponding to the cheapest available option.

CONDITION OF THE RETURNED GOODS

You may unpack and inspect the product to the extent you would be able to do in a physical store — assess its appearance, quality, and fit. However, the product must not show signs of use going beyond ordinary inspection of the goods.

The product should be:
— unused (without signs of wearing/using)
— complete (with tags, accessories, documentation)
— packed in a way that protects it from damage

Original packaging is not required, but we recommend using it for shipment safety.

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

Under Article 38 of the Consumer Rights Act, the right of withdrawal does not apply in the case of:

• goods made to the consumer’s specifications or clearly personalized
• goods which, after delivery, by their nature become inseparably mixed with other items
• goods supplied in sealed packaging which cannot be returned after opening for health protection or hygiene reasons, if the packaging has been opened after delivery

In the case of products offered in the mommybag.pl store, the above exceptions usually do not apply. If you have doubts regarding a specific product, contact us before purchase.

PRODUCT EXCHANGE

Would you like to exchange a product for another size, color, or model? The fastest solution is to return the product and place a new order. This way, the new product can be shipped immediately without waiting for the return of the previous one. The refund for the first product will be made within 5 business days of its delivery to our warehouse.

PART II: COMPLAINTS

Non-conformity of goods with the contract

If the received product has a physical or legal defect (is not in conformity with the contract), you have the right to file a complaint. We are liable for the non-conformity of the goods with the contract existing at the time of delivery and disclosed within 2 years from that date.

WHEN THE GOODS ARE NOT IN CONFORMITY WITH THE CONTRACT

Goods are not in conformity with the contract when they:

• do not correspond to the description, type, quantity, or quality specified in the contract
• are not fit for the specific purpose you informed us about before purchase and which we accepted
• are not fit for the purposes for which goods of this kind are normally used
• do not have the properties which goods of this kind should have and which you could reasonably expect
• were not delivered with packaging, accessories, and instructions which you could reasonably expect
• do not correspond to the sample or model made available to you before the conclusion of the contract

PRESUMPTION OF DEFECT

If the non-conformity of the goods with the contract becomes apparent within 2 years from delivery of the goods, it is presumed that it existed at the time of delivery. This means you do not have to prove that the defect existed from the beginning — we, as the seller, would have to prove that the defect arose later due to your fault.

WHAT YOU MAY REQUEST

In the event of non-conformity of the goods with the contract, you may request:

First of all:
— repair of the goods, or
— replacement of the goods with new ones

If repair or replacement is impossible or would require excessive costs:
— price reduction, or
— withdrawal from the contract (refund) — if the defect is substantial

You may immediately request a price reduction or withdraw from the contract if: we refused repair and replacement, we did not repair or replace the goods within a reasonable time, repair or replacement would involve excessive inconvenience for you, or the defect reappeared.

HOW TO FILE A COMPLAINT — STEP BY STEP

ADDRESS FOR SENDING THE COMPLAINED GOODS

Complaint address (warehouse):
MOMMYBAG
ul. Czereśniowa 23E
02-457 Warszawa
Poland

COMPLAINT PROCESSING TIME

We will examine the complaint within 14 calendar days from the date of its receipt. We will inform you of the decision by e-mail or phone.

COMPLAINT COSTS

In the case of an accepted complaint, we bear all costs related to its handling: the cost of sending the complained goods to us, the cost of repair or replacement, and the cost of sending the repaired/replaced goods back to you. A refund (in the case of a price reduction or withdrawal from the contract) will be made within 5 business days from the examination of the complaint.

PART III: WARRANTY

Seller’s warranty

All products purchased in the mommybag.pl store are covered by a 24-month warranty granted by SZUUUS Sp. z o.o. as the seller. The warranty covers manufacturing and material defects of the product.

WARRANTY VS STATUTORY RIGHTS — DIFFERENCES

You may choose between two paths for pursuing claims in the event of a defective product:

The warranty does not exclude, limit, or suspend the consumer’s rights resulting from statutory non-conformity of goods with the contract. You may choose the option that is more beneficial to you.

ENTREPRENEUR WITH CONSUMER RIGHTS

If you run a sole proprietorship and make a purchase related to that business, but not of a professional nature for you, you have the same rights as a consumer with regard to: the right of withdrawal, statutory liability for defects, and protection against unfair contractual terms.

OUT-OF-COURT DISPUTE RESOLUTION

As a consumer, you may use out-of-court methods of handling complaints and pursuing claims:

ODR Platform
The European Online Dispute Resolution platform is available at: https://consumer-redress.ec.europa.eu. It allows consumers and traders in the EU to resolve disputes concerning online purchases without going to court.

Consumer ombudsmen
You may seek assistance from a municipal or district consumer ombudsman. Ombudsmen provide free legal advice and may intervene on your behalf.

Trade Inspection
Regional Trade Inspection offices conduct mediation proceedings and permanent consumer arbitration courts.

FORMS TO DOWNLOAD

The forms needed to make a return or file a complaint can be found in the footer of our website. Available there are: the withdrawal form (return form) and the complaint form.

SELLER

SZUUUS Sp. z o.o.
ul. Józefa Mireckiego 13A/7
05-300 Mińsk Mazowiecki, Poland
NIP: 8222408059 | REGON: 528329412 | KRS: 0001099349

CONTACT REGARDING RETURNS AND COMPLAINTS

Do you have questions regarding returns, complaints, or warranty? Contact us:

E-mail: info@mommybag.pl
Phone: +48 888 776 910
Customer service hours: Monday – Friday, 9:00 AM – 5:00 PM