RETURNS AND COMPLAINTS

At SCRABME, we care about our customers' satisfaction. We offer a simple and transparent returns and complaints process to ensure you have a complete shopping experience.

Right of withdrawal (return)

In our shop, you have the right to withdraw from the contract and return the purchased products within 14 days from the date of receipt of the parcel, without stating a reason (in accordance with the Consumer Rights Act). In addition, we voluntarily extend this period to 30 days from the date of receipt of the parcel. To exercise this option, please ensure that:

  • Clothing is in pristine condition
  • Has original tags
  • It bears no signs of use
  • Has not been washed or cleaned
  • It is complete

Attention: The right of withdrawal does not apply to products that are not prefabricated, made to the consumer's specifications or intended to meet the consumer's personalised needs (e.g. garments with personalised embroidery or printing).

How do I return an order?

  1. Let us know:

    • Fill in the withdrawal form available on our website or use the form you received with your order.
    • Email the completed form to: zwroty@scrabme.com
    • You will receive an e-mail confirmation of your application and instructions on how to proceed.

  2. Prepare the package:

    • Package the returned goods together with proof of purchase (receipt or invoice).
    • Attach a completed withdrawal form (if not previously sent by email).
    • The goods should be in their original packaging and bear no signs of use.

  3. Send a package:

    • Send the package to our address: Scrabme sp. z o.o., 4/61 Leśny stok Street, 80-260 Gdańsk.
    • The cost of returning the goods shall be borne by the customer, unless the product is faulty or not as described.

  4. Reimbursement of costs:

    • We will check the status of the return upon receipt.
    • We will refund the product and delivery costs (up to the amount of the cheapest delivery option offered by us) to the bank account you have indicated within 14 days of receipt of your cancellation notice.
    • We may withhold payment until we have received the returned goods or proof of return.

Claims for non-conformity with the contract

If the product you receive is faulty or does not comply with the contract, you have the right to make a complaint:

  1. Make a complaint:

    • Fill in the complaint form available on our website or send your request to: kontakt@scrabme.com.
    • Describe in detail the problem with the product and your request (repair, replacement, price reduction or withdrawal).
    • Enter your contact details and order number.

  2. Share the product:

    • Make the advertised product available to the seller for assessment of non-conformity.
    • The seller is obliged to collect the product at its own expense.
    • Send the product together with the proof of purchase to the following address: Scrabme sp. z o.o., 4/61 Leśny stok Street, 80-260 Gdańsk (postage will be refunded to you).

  3. Handling of complaints:

    • We will deal with your complaint promptly, but no later than 14 days after receipt.
    • You will be informed of the outcome by email or telephone.
    • Failure to respond within 14 days means that the complaint is considered valid.

  4. Resolution of complaints:

    • If the complaint is accepted, we will repair, replace, reduce the price or refund, depending on your request.
    • If the product is replaced or repaired, the delivery costs are paid by the Seller.
    • If you withdraw from the contract, we will refund the product price and delivery costs within 14 days.

Complaints for entrepreneurs

Complaints submitted by customers who are entrepreneurs are dealt with in accordance with the provisions of the Civil Code on warranty for defects. Detailed rules are defined in § 7 of the shop's regulations.

Time to make a complaint

The seller shall be liable to the consumer for any lack of conformity of the product existing at the time of delivery and discovered within 2 years of that time.

Contact for returns and complaints

If you have any questions about returns or complaints, please contact us:

  • E-mail: zwroty@scrabme.com
  • Address for returns and complaints: Scrabme sp. z o.o., 4/61 Leśny stok Street, 80-260 Gdańsk
  • Phone: +48 512 119 818 (Monday to Friday, 9 a.m. to 5 p.m.)

Remember that your satisfaction is of paramount importance to us. We will do our best to make the return or complaint process smooth and hassle-free.

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