Shipping and Returns
|Our shop fulfils orders by mail order. Products are delivered to customers through a courier company, as well as there is a possibility to pick up ordered goods on the spot at the company's headquarters, if such option is available. If you would like to opt for a different shipping method please contact us.
1. courier service - domestic shipment
- for order up to 300,00 zł - 10,00 zł
2. courier prepayment (bank transfer, dotpay) - domestic shipment
- with order up to 200.00 zł - 7.50 zł
Order processing time
|An order is fulfilled within 5 working days from the date of booking the required amount of the order on the account or within 2 days from placing the order in the case of cash on delivery or electronic payment and payment card via Dotpay.pl|
Information on the right to withdraw from a distance contract
As a consumer, you have the right to withdraw from a contract concluded in the Online Shop within 14 days without giving any reason. The period of withdrawal shall expire after 14 days from the day on which you acquire possession of the goods or on which a third party other than the carrier and indicated by you acquires possession of the goods. To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or e-mail). You may send your declaration by way of example:
- in writing to the following address: Eclair Nail, ul. Robocza 42, 61-517 Poznań Polnad
An example of a withdrawal form is included in Appendix No. 2 to the Act on Consumer Rights and additionally constitutes an appendix to the Rules of the Internet Shop. You may use the model withdrawal form, but it is not obligatory.
In order to meet the withdrawal deadline, it is sufficient for you to send information on exercising your right to withdraw from the contract before the withdrawal deadline expires.
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without delay and in any event not later than 14 days from the day on which we are informed about your decision to exercise your right of withdrawal from this contract. We will reimburse you using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until you have received the item or until you provide us with proof of its return, whichever event occurs first.
If you have received the purchased item, please send it back or hand it over to us at the following address: ul. Robocza 42, 61-517 Poznań, immediately and in any case not later than 14 days from the day on which you informed us of your withdrawal from the contract. The deadline is met if you send back the item before the period of 14 days has expired. You will have to bear the direct costs of returning the goods. You are only liable for any diminished value of the goods resulting from the use of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.
The provisions regarding the consumer shall apply as of 1 January 2021 and for contracts concluded as of that date also to a buyer who is a natural person concluding a contract directly related to his/her business activity, if it results from the content of that contract that it is not of a professional nature for that person, in particular resulting from the subject of his/her business activity made available on the basis of the provisions on Central Registration and Information on Business Activity.
|MODEL WITHDRAWAL FORM - HERE|
we care about your rights, including the right to make a complaint. Below you will find detailed information concerning our liability for a defect of a product sold by us as well as your rights connected with the complaint under the statutory warranty.
Important! Remember that if the product is also covered by a guarantee, you can also lodge a complaint on the basis of the guarantee - in this case, however, the addressee will be the guarantor indicated in the guarantee. The warranty also defines the scope of your rights in each case. Remember that exercising your rights under the guarantee does not affect our liability under the warranty and that the warranty does not exclude, limit or suspend your rights under the statutory warranty for defects in goods sold.
The basis and scope of our liability for product defects under warranty are determined by generally applicable legal regulations, in particular the provisions of the Civil Code.
We are obliged to deliver the product without defects. We are liable under the warranty if a physical defect of the product is found before the expiry of a period of two years from the date of its delivery to the buyer. Important! We are liable under the warranty for physical defects that existed at the time when the danger passed to the buyer or arose from a cause inherent in the item sold at the same time.
|Warranty claims for products/devices manufactured under the Eclair trademark|
You can make a complaint, for example:
In case of physical defects of the Product/Equipment, the Guarantor undertakes to repair the defective Product/Equipment or its component free of charge during the warranty period. The Guarantor may decide that instead of repairing the malfunctioning Product/device, it will replace it with a defect-free Product/device.
- In writing to the address: Eclair Nail, ul. Robocza 42, 61-517 Poznań;
The warranty covers only defects in the Product/Device (manufacturing defects and hidden defects) not resulting from the fault of the Purchaser.
The warranty is given for the period specified on the product card at www.eclair-nail.com and starts from the date of delivery of the Product/device to the Purchaser.
The territorial scope of warranty protection covers the territory of the Republic of Poland.
The Guarantor commits to repair or replace the defective Product / Device within 14 days from the date of delivery of the Product to the Guarantor's service with a completed complaint form.
Warranty rights are lost due to:
- improper assembly, installation or operation of the Product/device, which should be understood in particular as the performance of these activities in contradiction to the intended use of the Product, the technical parameters of the Product or the user manual of the Product,
In order to facilitate the complaint process, the Customer is recommended to use complaint form, containing the following data:
- Customer's first and last name,
Lack of the complaint form will not affect the consideration of the complaint submitted by the Customer.
In order for us to properly consider the complaint, we must be able to verify the validity of the claims by determining the existence of a defect and the reasons for its occurrence. The Customer is therefore obliged to deliver the defective Product/equipment to the Sales Department.
The Product/device under complaint together with a completed complaint form, proof of purchase of the Product/device and the warranty card should be delivered to the address of the Sales Department i.e. Eclair Nail, 42 Robocza St., 61-517 Poznan. Please mark the shipment with: Complaint.
The Product/Device under complaint should be delivered in the factory packaging or a substitute packaging ensuring safe conditions of transport and storage.
Proof of purchase means in particular the following documents: a VAT invoice, receipt, transfer confirmation, credit card statement.
We undertake to respond to the complaint within 14 days of its receipt. Lack of information on our part within this period means that the complaint is considered justified.
The complaint shall be deemed accepted by replacing the defective Product/Device with a defect-free Product or Device, repairing it or refunding the purchase price of the Product/Device if replacement with a new one is not possible. Where the defect relates only to a part of the Product/device - the replacement or repair may relate only to that part.
We will repair or replace the defective Product/device without undue delay, within 14 days.
The complaint shall be considered unsuccessful, when the Guarantor gives the reason for not recognizing the defect and returning the goods to the Customer.
The Guarantor is not obliged to provide the Purchaser with a substitute Product/device for the time of warranty repair
The Guarantor is not responsible for the Purchaser's lost profits resulting from malfunction of the Product/device.
To the extent not covered by these warranty terms and conditions, the provisions of Polish law shall apply.
Complaint under warranty
You can make a complaint, for example:
- in writing to the address: Eclair Nail, ul. Robocza 42, 61-517 Poznań;
Specify in the description of the complaint:
- information and circumstances concerning the subject of the complaint, in particular, the type and date of occurrence of the defect
- a request for the manner of bringing the product into conformity with the sales agreement or a statement on reducing the price or withdrawing from the sales agreement
- your contact details - this will make it easier and faster to deal with your complaint. Remember that the requirements specified in the preceding sentence are only a recommendation and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
When making a complaint, you may use our sample complaint formHowever, it is not obligatory.
Remember that the customer exercising their rights under the warranty is obliged to deliver the defective product at our expense to the address: ul. Robocza 42, 61-517 Poznań. If, however, due to the nature of the product or its installation method, the delivery would be excessively difficult, the customer is obliged to make the product available to us at the place where it is located.
We shall respond to your complaint immediately, no later than within 14 calendar days of its submission. Important! If a Customer who is a consumer, exercising the rights under the warranty, demanded replacement of the item or removal of the defect or made a statement on price reduction, specifying the amount by which the price is to be reduced, and the Seller has not responded to this demand within 14 calendar days, it is considered that the demand is justified.
The Consumer has also the possibility to use out-of-court dispute resolution methods.
Detailed information about the possibility for the Customer who is a consumer to use out-of-court ways of dealing with complaints and pursuing claims, as well as rules of access to these procedures are available on the website of the Office of Competition and Consumer Protection at: https://uokik.gov.pl/pozasadowe_rozwiazywanie_sporow_konsumenckich.php.
There is also a contact point at the President of the Office of Competition and Consumer Protection (phone: 22 55 60 333, e-mail: firstname.lastname@example.org or written address: Pl. Powstańców Warszawy 1, 00-030 Warsaw.), whose task is, among other things, to provide assistance to consumers in matters concerning out-of-court settlement of consumer disputes.
The consumer has the following examples of out-of-court complaint and redress procedures: (1) an application for dispute resolution to a permanent amicable consumer court (more information at: http://www.spsk.wiih.org.pl/); (2) an application for out-of-court dispute resolution to a provincial inspector of the Trade Inspection (more information at the site of the inspector competent for the place of business of the Seller); and (3) the assistance of a county (municipal) consumer ombudsman or a social organisation whose statutory tasks include consumer protection (e.g. Federation of Consumers, Association of Polish Consumers). Advice is provided, inter alia, by e-mail at email@example.com and at the consumer helpline number 801 440 220 (open on Working Days, from 8:00 am to 6:00 pm, call charge as per operator's tariff).
The ODR platform for online dispute resolution between consumers and traders at EU level (ODR platform) is available at http://ec.europa.eu/consumers/odr. The ODR platform is an interactive and multilingual website with a one-stop-shop for consumers and traders seeking an out-of-court settlement of a dispute concerning contractual obligations arising from an online sales contract or service contract (for more information see the website of the platform itself or the website address of the Office of Competition and Consumer Protection: https://uokik.gov.pl/spory_konsumenckie_faq_platforma_odr.php).
In the same way as above, you may also submit a complaint relating to the provision of electronic services (e.g. account or order form) by means of our online shop and other complaints relating to the operation of our online shop.
In the description of the complaint, please provide (1) information and circumstances regarding the subject of the complaint, in particular the type and date of occurrence of the irregularity; (2) your request; and (3) contact details - this will facilitate and accelerate the processing of the complaint. Remember that the requirements given in the preceding sentence are in the form of a recommendation only and do not affect the effectiveness of complaints submitted without the recommended description of the complaint.
We recommend that the quantitative discrepancy (incorrect quantity of the Product, lack of the Product in the parcel, Product other than the one ordered) be reported to Eclair immediately after the discrepancy is found.
In the event that a Product other than the one ordered has been delivered to the Customer, the Customer has the option to, for example
- Send the Product back to the Sales Department; the Product will be exchanged for a correct, conforming Product after the complained Product has been delivered to the Sales Department,