Returns and Complaints

Withdrawal from the Contract

If you are a so-called privileged buyer, namely:

A) a consumer

or

B) a natural person for whom the contract you entered into with us is directly related to your business activity, but does not have a professional character for you

• as a rule, you have the right to withdraw from the distance contract concluded.

You can withdraw from the contract by submitting us a statement of withdrawal from the contract, e.g. by sending an email to the address: twoj@loneisland.pl.

You can withdraw from the contract within 14 days.

The fourteen-day period for withdrawing from the contract starts:

• for a contract in which we deliver goods, being obliged to transfer ownership of them - from the moment you or a third party designated by you, other than the carrier, takes possession of the goods; in the case of a contract that involves multiple goods that are delivered separately, in batches or in parts - from the moment of taking possession of the last goods, their batch or part;
• for digital content - from the day of concluding the contract.

To meet the deadline, it is sufficient to send a statement before its expiry.

Return the item to us immediately at the address: Rybickiego 4/U4, 81-340 Gdynia, but no later than 14 days from the day you withdrew from the contract.

We will refund you the payments made by you without delay in accordance with the rules specified in the Store Regulations, but no later than 14 days from the day we receive your declaration of withdrawal from the contract.

If we have not offered to collect the item from you ourselves – we may withhold the refund of the payment received from you until we receive the item back or until you provide proof of its return - depending on which event occurs first.

Please remember that you do not have the right to withdraw from a distance contract in relation to:

• a contract for which the subject of the service is a non-prefabricated item manufactured according to your specification or serving to meet your individualized needs;
• a contract for which the subject of the service is perishable goods or goods with a short shelf life;
• a contract for which the subject of the service is an item delivered in sealed packaging, which cannot be returned after opening due to health protection or hygiene reasons**, if the packaging has been opened after delivery;
• a contract for which the subject of the service is audio or video recordings or computer programs delivered in sealed packaging, if the packaging has been opened after delivery;
• a contract for delivering digital content that is not delivered on a physical medium, for which you are obliged to pay a price, if all of the following conditions are met:
• we started providing it with your express and prior consent,
• you were informed by us before starting the provision that after its performance you will lose the right to withdraw from the contract, and you acknowledged this,
• we provided you with a legally compliant confirmation of concluding a distance contract, including information about the aforementioned consent, on a durable medium within a reasonable time after concluding the contract, no later than before starting the provision of services.

You can find detailed information about withdrawing from a contract in our Store Regulations.

Complaints

The following content applies to the so-called privileged buyer. If you are not one of them, please refer to our Store Regulations for detailed information on complaints.

In the event that we incorrectly fulfill the contract concluded with you, you have the right to file a complaint - preferably by email at your@loneisland.pl or by postal mail at Rybickiego 4/U4, 81-340 Gdynia.

GOODS

As a rule, we are responsible for the lack of conformity of the goods with the contract, existing at the time of their delivery and revealed within two years from that moment.

Based on the provisions of the Consumer Rights Act, in such a situation you can request:

a) exchange of goods

or

b) repair of goods.

In some cases, you can also:

a) withdraw from the contract

or

b) submit a declaration of reduction in price

- details in this regard can be found in our Store Regulations.

DIGITAL CONTENTS

We are responsible for the lack of conformity of digital contents with the contract, which existed at the time of their delivery and revealed within two years from that moment.

If digital contents are not in accordance with the contract, you can request:

a) bringing them into compliance with the contract,

and in some cases submit a declaration regarding:

b) reduction in price

or

c) withdrawal from the contract.

You will find detailed rules regarding complaints in our Store Regulations.