Warranty Claims
Products offered in the Store are covered by a Seller’s warranty valid within the territory of the Republic of Poland. The warranty period depends on the Product category as specified on the Product category page and is calculated from the date the Product is delivered to the Customer. The document entitling the holder to warranty protection is the proof of purchase.
Statutory Warranty for Defects
The basis and scope of the Seller's liability towards a Customer who is a Consumer or an entity referred to in §10 of the Terms and Conditions, under the statutory warranty covering physical and legal defects, are defined in the Civil Code Act of April 23, 1964.
Notifications of Product defects and the submission of relevant claims can be made via e-mail to: shisha@fugo.shop or in writing to: ul. Modularna 11a/hala 2, 02-238 Warsaw.
In the aforementioned message (written or electronic), please provide as much information and circumstances regarding the subject of the complaint as possible, in particular the type and date of the occurrence of the irregularity and contact details. The information provided will significantly facilitate and speed up the consideration of the complaint by the Seller.
To assess physical defects of the Product, it must be delivered to the address: ul. Modularna 11a/hala 2, 02-238 Warsaw.
The Seller will respond to the Customer's request immediately, no later than within 14 days from the date of the complaint submission. In the case of a complaint from a Customer who is a Consumer or an entity referred to in §10 of the Terms and Conditions – failure to consider the complaint within 14 days of its submission is equivalent to its acceptance. In connection with a justified complaint from a Consumer or an entity referred to in §10 of the Terms and Conditions, the Seller shall cover the costs of collection, delivery, and replacement of the Product with one free of defects.
The response to the complaint is provided on paper or another durable medium.
Right to Withdraw from the Agreement
Subject to point 10 § 8 of the Terms and Conditions, a Customer who is also a Consumer or an entity referred to in §10 of the Terms and Conditions, who has concluded a distance agreement, may withdraw from it without giving any reason by submitting an appropriate statement within 14 days. To meet this deadline, it is sufficient to send the withdrawal statement provided by the Store.
In the event of withdrawal, the Sales Agreement is considered void, and the Consumer (or entity referred to in §10) is obliged to return the Product to the Seller or hand it over to a person authorized by the Seller immediately, but no later than 14 days from the day of withdrawal, unless the Seller offered to collect the Product themselves. To meet the deadline, it is sufficient to send the Product back before it expires.
Notifications of return can be made via e-mail to: shisha@fugo.shop or in writing to: ul. Modularna 11a/hala 2, 02-238 Warsaw. The message should include the reason for the return and contact details.
In the event of withdrawal from the Sales Agreement, the Product should be returned to the address: ul. Modularna 11a/hala 2, 02-238 Warsaw.
The Consumer (or entity referred to in §10) is liable for any decrease in the value of the Product resulting from using it in a way that goes beyond what is necessary to establish the nature, characteristics, and functioning of the Product. To establish these, the Consumer should handle and inspect the Products only in the same way they would be allowed to do in a physical store.
Subject to points 6 and 8 § 8 of the Terms and Conditions, the Seller shall refund the value of the Product along with its delivery costs using the same method of payment used by the Consumer, unless the Consumer (or entity referred to in §10) has expressly agreed to a different method of return that does not involve any costs for them. Subject to point 7 § 8 of the Terms and Conditions, the refund will take place immediately, and at the latest within 14 days from the moment the Seller receives the statement of withdrawal.
If the Consumer (or entity referred to in §10) chose a delivery method other than the cheapest standard delivery offered by the Store, the Seller is not obliged to refund the additional costs incurred by them.
Unless the Seller has offered to collect the Product themselves, they may withhold the refund until the Product is received back or until the Consumer provides proof of sending it back, whichever occurs first. The Consumer (or entity referred to in §10) withdrawing from the Agreement shall bear only the costs of returning the Product to the Seller.
The 14-day period is calculated from the day the Consumer (or entity referred to in §10) took possession of the Product, or in the case of a service, from the date of the conclusion of the agreement.
The right to withdraw from a distance agreement does not apply in the case of a Sales Agreement:
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where the item is non-prefabricated, manufactured according to the consumer's specifications or serving to satisfy their individualized needs;
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where the item is delivered in a sealed package, which cannot be returned after opening due to health protection or hygiene reasons, if the package was opened after delivery;
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where the items, after delivery, due to their nature, are inseparably connected with other items;
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where the service has been fully performed by the Seller with the express consent of the Consumer, who was informed beforehand that they would lose the right of withdrawal upon completion;
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where the item is liable to deteriorate quickly or has a short shelf life.
The right to withdraw from the Sales Agreement is available to both the Seller and the Customer in the event of failure by the other party to perform their obligation within a strictly defined period.