Returns and Complaints
RETURNS
UP TO 30 DAYS TO RETURN
We hope you will be satisfied with the prdoucts. However, if you need time - we offer you a long period for returning products
SIMPLE AND QUICK RETURN
The process of returning products is neither complicated nor time-consuming. Our returns policy is simple and clear - for everyone
Each of our clients may return our goods without any trouble. If you have any questions, we will try to answer them here.
You'll find the Instructions on withdrawal from the sales agreement at the bottom of this page.
Log in to see the full list
of orders available for return
You can seamlessly return goods that do not meet your expectations within 30 days since the delivery date.
- After logging into your account, choose the list of orders available for return
- Find the order that includes the products meant for return
- Enter the quantity and mark the goods to return
- Move on and follow the form's directions
- Deliver the goods to us
...and done!
Add the Return Form available for download in the return details to your package.
If you can’t print the Return Form, you can just include a piece of paper with your order/return number.
Keep in mind that safe packaging of the goods is very important, because the products may get damaged during
shipping and in such case we are allowed to decline the return.
The sender is obliged to pack and secure the products correctly.
For example: don’t ship a device or its components in a foil pack, always send the products in their
original box, secure them with bubble wrap and pack in a cardboard box.
You are expected to deliver the products to us at your own cost.
However, you can avoid it by choosing to transfer the returned amount of money to your Client’s Balance* -
choose this option in the Return Form.
* - The amount of your Client’s Balance will be added to your account and
automatically deduced from the payment due for your next order.
You can ship your package on your own with any delivery service you choose.
(Available only in Poland) You can also send it with any Parcel Locker Paczkomat® ® InPost using our return
code – remember though that if you choose the Cashback return option, the amount will be reduced by the shipping
cost.
Keep in mind that we don’t accept pay-on-delivery shipping.
We will transfer your refund within 14 days since the delivery of the products. However, usually it takes much
shorter.
In case of issuing an invoice for the returned products, accounting regulations oblige us to receive the
confirmation of the correcting invoice being accepted by the Client. For this reason, we will schedule the
return after you’ve accepted the correcting invoice.
If the delivery was paid for upon delivery and you choose the refund to bank account option, remember to provide
the account number to send the refund to.
The return address for products will be provided to you upon filling out the Return Form. You will find it at the bottom of the aforementioned form.
To replace the goods, just return the products you’ve ordered by mistake to us by using the Return Form and place a new order for the correct product.
Keep in mind that the returned product can’t have any signs of use, in particular, it can’t be damaged
mechanically and it should include undamaged labels (stickers) that we provide at the moment of purchase. These
markings ought to be original (provided by the seller) and can’t have any signs of removal and replacement on
the goods.
Otherwise, we may reduce the value or refuse to accept the return.
Legal basis: OJ 2014 pos. 827
This kind of parcel will be returned to us and we will await your decision to resend it for next 3 days.
In case of resending, we will add the shipping cost twice.
W przypadku ponownej wysyłki, naliczymy opłatę za przesyłkę podwójnie.
In case of not accepting a pay-on-delivery parcel twice, we will remove the option of payment on delivery from
your accounts - you will be allowed to use advanced payment option only.
COMPLAINTS
EFFICIENT HANDLING OF COMPLAINTS
Most complaints are dealt with within 72 hours. We try not to prolong the process. However, if we have to - we will do it within 14 days
SHOPPING SAFETY
We approach each complaint (seriously) individually and review it thoroughly. Don't worry - you are in good hands 😉
We are obliged to deliver products without any defects, so if you have any complaints about your purchased product, use the Complaint Form.
Log in to see the full list
of orders available for return
Most of our products are covered with 24-months producer/seller warranty. However, we also offer products with a
different period of producer/seller warranty.
In case of a different than 24 months producer/seller warranty period for a product, the information about the
warranty period is provided in the Warranty tab of the product ID card.
- After logging into your account, choose the list of orders available for complaints
- Find the order that includes the products meant for filing a complaint
- Enter the quantity and mark the goods to file a complaint
- Describe the defect thoroughly and add pictures (a detailed description will help us to process the return quickly and effectively – no description usually means delay in processing)
- Move on and follow the form's directions
- Deliver the goods you file a complaint about to us
...and done!
Add the Complaint Report, available for download after filing a complaint, to your parcel.
If you can’t print the Complaint Report, you can just include a piece of paper with your order/complaint number.
After filing a complaint, we will contact you and send a delivery service to you to pick up the parcel. Remember
that there will be just one attempt to pick it up - if you don’t hand the parcel over to the delivery person,
you will have to send it on your own.
Keep in mind that we don’t accept pay-on-delivery shipping.
Keep in mind that safe packaging of the goods is very important because the products may get damaged during
shipping, the condition of the product you complain about may worsen, and in such case we are allowed to decline
the complaint.
The sender is obliged to pack and secure sent products correctly.
For example: don’t ship a device or its components in a foil pack, always send the products in their
original box, secure them with bubble wrap and pack in a cardboard box.
In case of a legitimate complaint we cover the shipping cost both ways.
If your send the parcel by yourself, we also cover the shipping cost based on a shipping receipt and/or service
purchase confirmation - the receipt must include the amount paid for shipping.
Remember that we refund only the costs of a standard shipping service (without special services like choosing
delivery time, weekend delivery or express delivery and so on).
Keep in mind that we don’t accept pay-on-delivery shipping.
The address will be provided to you upon filling out the Complaint Form. You will find it at the bottom of the Complaint Report.
We will process every complaint within 14 days since the delivery of the returned products.
Usually, it takes much shorter, but in case of complaints that require additional information, verification
and/or consultation we will need a bit more time.
We try to repair and send devices back to you within 48 hours since the moment we’ve received them.
Before shipping, please photograph the handle very carefully from each side for private documentation of its
physical condition (up to 20 photos) - this procedure will protect you as the owner of the device in the event
that the device is damaged during transport.
We are also asking for a very careful package and protection of the device during transport - we do not cover
the costs of repairing devices damaged during transport.
In case you’ve purchased the product from a different source than the Quantum shop (for example, from our
Partners or a different user) - fill a
form
and contact our service department at
service@quantumpmu.com.
Attach a scan of you filled-out form to your message.
We try to pack your order throughly and complete it from A to Z, or even further. (In Poland there is also "Ż"
after "Z" in alphabet ;)
However, we’re just people and accidents do happen.
If your order is incomplete, report this fact to us at staff@quantumpmu.com - we will send the missing product to you ASAP.
If the shipment was damaged in transit to you, follow the steps below depending on the courier.
In case of any trouble, contact us - we will try to help.
What to do in such a situation?
- Immediately after receiving the parcel take pictures from each side (try to make sure the shipping number is visible on the photos), as well as pictures of the goods if they are damaged, too
- Send aforementioned proofs to us at: staff@quantumpmu.com
-
Inform the delivery person about a damaged parcel and ask them for a Damage Report - they have correspondent
documents
If you notice that the parcel is damaged after the delivery person has left, contact the local DHL branch and ask them to send the delivery person back to your shipping address with a Damage Report form - You will receive the copies of the document from the delivery person - keep them, they are necessary for your complaint to be accepted
- Take pictures from each side (try to make sure the shipping number is visible on the photos), as well as pictures of the goods if they are damaged, too
- Send aforementioned proofs to us at: staff@quantumpmu.com
- Inform the delivery person about a damaged parcel and ask them for a Damage Report - they have correspondent documents
- You will receive the copies of the document from the delivery person - keep them, they are necessary for your complaint to be accepted
- Take pictures from each side (try to make sure the shipping number is visible on the photos), as well as pictures of the goods if they are damaged, too
- Send aforementioned proofs to us at: staff@quantumpmu.com
- Fill out the Damage Report online - DPD in Poland doesn’t require doing it in the presence of the delivery person
- Fill out the Complaint Form
- After filling out all the blanks, generate your Complaint Form using the button at the bottom
-
Print and sign the form, scan it and attach it to the same Complaint Form
Apart from the aforementioned scan, attach a purchase confirmation - based on it, you will get the refund for the damaged products - Wait for DPD’s response - the company is bound to respond within 14 days
- Fill out the InPost Damage Report (or report damages during picking up the parcel from a Paczkomat® Parcel Locker) and attach photos of the damaged parcel
- Fill out the Complaint Form
- Attach a purchase confirmation to the Form - based on it, you will get the refund for the damaged products
- Wait for InPost’s response - the company is bound to respond within 14 days
Instructions on withdrawal from the sales agreement
The right of withdrawal from agreement
We hereby inform that you have the right to withdraw from this agreement within 30 days without giving any reasons.
- when you came into the possession of an item, or of the last of items if the agreement referred to the transfer of ownership of several items delivered separately, or of the last lot or piece of items if the agreement referred to the transfer of ownership of items delivered in different lots or pieces
- when a person other than the carrier and indicated by you came into the possession of an item, or of the last of items if the agreement referred to the transfer of ownership of several items delivered separately, or of the last lot or piece of items if the agreement referred to the transfer of ownership of items delivered in different lots or pieces.
You may use the form of withdrawal from agreement, but this is not obligatory.
In order to meet the deadline for withdrawal from agreement it is enough to send the information regarding exercise of your right to withdraw from agreement before the lapse of the deadline for withdrawal from agreement.
Consequences of withdrawal from agreement
If you withdraw from this agreement, we shall return all the payments we have received from you, including the costs
of delivery of the item (apart from additional costs resulting from the form of delivery you have selected other
than the cheapest regular form of delivery we offer), immediately, and in any case not later than within 14 days
from the day when we are informed about your decision about your exercise of the right to withdraw from this
agreement. We will return the payment in the same manner you have selected for the original transaction, unless you
have expressly agreed for another solution; in any case you shall not bear any costs in connection with such a
return.
We may withhold the return payment until we receive the item or the proof of its return dispatch, whichever comes
first, if the agreement referred to sales of an item.
If the agreement referred to a purchase of an item, please send us or hand us over the item
to the address ZWROTY Quantum, ul. Popularna 20, 02 - 473 Warszawa, Poland, immediately, but in any case not later
than within 14 days from the day when you informed us about withdrawal from this agreement. The deadline is deemed
kept if you send us the item back before the lapse of 14 days.
You will have to incur the direct costs of returning the item.
You are liable for any diminished value the item if the deterioration in value is attributable to the items having
been handled in a manner other than that necessary for ascertaining their nature, features and how they function.
