Refund policy
Withdraw from a contract — request a return or order cancellation
In your order panel, select the relevant order and confirm your request. Sign in using the email address used for your purchase. You can also send a clear withdrawal statement by email or post under the rules below. Your statutory right of withdrawal does not require the seller’s approval and may also be exercised before the goods are delivered.
Returns of standard catalogue models
A consumer purchasing remotely may withdraw from the contract without giving a reason within 14 days of taking possession of the goods, either personally or through a nominated third party other than the carrier. For a single contract covering goods delivered separately, the period starts when the last item is received. It is sufficient to send your withdrawal statement before the deadline.
Send your statement to biuro@fritech.pl or by post to Fritech sp. z o.o., ul. Jeżynowa 12, 62-023 Borówiec, Poland. Include information allowing us to identify your order. Use of the sample form below is optional. Withdrawal does not require our prior approval.
Products made to individual specifications
The right of withdrawal does not apply in the cases specified by law, in particular to non-prefabricated goods made to the consumer’s specifications or clearly personalised — Article 38(1)(3) of the Polish Consumer Rights Act. This may apply, for example, to a structure made to individually agreed non-standard dimensions or a custom design.
Production after an order is placed, or choosing a standard model, size, colour or catalogue option, does not automatically exclude the right of withdrawal. Before accepting a custom order, we define its specifications and explain any applicable exception. The exception does not remove the right to complain about goods that do not conform to the contract.
Returning goods and costs
After withdrawal, return or hand over the goods without undue delay and no later than 14 days after sending your statement, unless we offer to collect them. Dispatch before the deadline is sufficient. Returns are received at the Fritech workshop: ul. Głuszyna 135B, 61-329 Poznań, Poland. Because of the size of the products, please contact us to arrange receipt and unloading; this contact is not a condition for valid withdrawal.
For withdrawal unrelated to a lack of conformity, the consumer bears the direct return cost if properly informed before the contract was concluded. The racks cannot be returned by ordinary post and require secure packaging and suitable pallet or specialist transport.
The cost depends on the number of racks, packed dimensions, collection location and loading equipment. Before accepting an order, we provide the cost or a reasoned estimate of the return cost applicable to that order. We do not charge consumers costs for which we have not fulfilled our statutory information obligations. Free delivery for orders of at least PLN 20,000 in Poland or EUR 5,000 in Germany does not automatically include free return transport following withdrawal.
Goods should be secured appropriately for their weight and size. Original packaging may help ensure safe transport but is not a condition of exercising the right of withdrawal. Under the law, the consumer is responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Refunds
We refund payments received without undue delay, no later than 14 days after receiving your withdrawal statement. The refund includes delivery costs up to the cost of the least expensive standard delivery option offered at purchase; any extra cost for a more expensive option is not refunded. We may withhold the refund until we receive the goods or evidence of their return, whichever occurs first, unless we offered to collect them.
We use the same payment method as the original purchase unless the customer expressly agrees to another method without additional cost. We do not deduct a fixed restocking fee.
Complaints — goods not conforming to the contract
Fritech sp. z o.o. is responsible for the product’s conformity with the contract. Complaints can be sent to biuro@fritech.pl, made by telephone at +48 782 605 336, or posted to the seller’s address. An order number or other proof of purchase, a description of the problem and your preferred remedy are helpful. Photographs help us assess the issue, but neither photographs nor the original receipt are conditions for accepting a complaint.
Consumers may request repair or replacement. In the cases provided by law, they may also request a price reduction or withdraw from the contract. Liability covers a lack of conformity existing at delivery and becoming apparent within two years of delivery, without prejudice to any longer protection under applicable law.
We respond to consumer complaints within 14 days of receipt, on paper or another durable medium. Repairs or replacements are carried out within a reasonable time and without significant inconvenience. The seller bears the costs of bringing the product into conformity, including necessary transport. If collection is required, we arrange it with the customer and collect at our expense. Please do not independently book paid transport for a complaint before agreeing collection arrangements with us.
Workshop address for complaints: Fritech sp. z o.o., ul. Głuszyna 135B, 61-329 Poznań, Poland. Products made to individual specifications are also covered by statutory liability for conformity with the contract.
Optional sample withdrawal form
To: Fritech sp. z o.o., ul. Jeżynowa 12, 62-023 Borówiec, Poland; biuro@fritech.pl.
I/We hereby give notice that I/we withdraw from my/our contract of sale for the following goods: ................................
Order number (if known): ................................
Date of contract/receipt: ................................
Name of consumer(s): ................................
Address of consumer(s): ................................
Date: ................................
Signature of consumer(s) (only for a paper form): ................................
These rights also apply to sole traders to the extent that the law grants them consumer protection. This policy does not restrict mandatory rights under the laws applicable in the consumer’s country.