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Returns & Complaints

Right of withdrawal

You have a right to cancel this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods, the last good in case it concerns one order for multiple goods which are delivered separately or the last part of the order in case it concerns one order for goods which are delivered in multiple parts.

To exercise the right of withdrawal, you must inform us:
Distance S.A., ul. Stanisława Zwierzchowskiego 31, 61-249 Poznań, Polska, email: info@distance.eu
of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

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 undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement 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 such reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion of withdrawal rights

The right of withdrawal does not apply to contracts for the delivery of goods which are either custom-made according to your specifications or that are clearly custom-tailored to meet your personal demands or which are, due to their properties, not fit for reshipment. Furthermore this right of withdrawal does not apply at contracts for the delivery of newspapers, periodicals or illustrated magazines, with the exception of subscription contracts. The right of withdrawal expires prematurely in the case of contracts for the delivery of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery or goods which are, after delivery, according to their nature, inseparably mixed with other items. Moreover, the right of withdrawal does not apply at contracts for the delivery of audio or video recordings or software if the delivered data carriers were sealed and this seal was removed after delivery.
You will find a sample withdrawal form attached to our General Sales Conditions / Customer Information.


All the purchased products are covered by a warranty of 24 months. The faulty product will be submitted for evaluation by an independent expert. The complaint will be dealt with within 14 working days of us receiving your return.
We will reject your complaint if the products were damaged due to: – lack of proper maintenance and storage – misuse – mechanical deterioration – random events
If you wish to make a complaints, print and complete the complaint form (below). Send the damaged goods, the receipt and the complaint form to the address from the form.


Model Withdrawal Form

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