RETURNS AND COMPLAINTS

LIGHTBAY.SHOP • procedure for dropshipping sales

Seller	LIGHTBAY Artur Marek, ul. Nad Źródłem 6, 30-298 Kraków, NIP 6792502854
Goods return address	Janex Sp. z o.o., ul. Przemysłowa 11a, 75-216 Koszalin
Contact	e-mail: lightbay@lightbay.shop LIGHTBAY telephone number: +48 796 795 056

The following rules constitute a practical supplement to the LIGHTBAY.SHOP Terms and Conditions. In the event of any discrepancy, the mandatory provisions of law and the Shop Terms and Conditions shall take precedence.

A. Return of goods – withdrawal without stating a reason

Most important: A consumer and a trader with consumer rights may withdraw from a distance contract within 14 days. The goods are returned directly to the Janex warehouse, but the declaration of withdrawal must be submitted to LIGHTBAY.

1. Who may make use of a return?

The right of withdrawal is available to:

a consumer, i.e. a natural person purchasing for purposes not directly related to their business or professional activity;
a natural person purchasing for a business, if the purchase is directly related to their activity but does not have a professional character for them arising in particular from the object of activity disclosed in CEIDG.

Issuing an invoice to a business activity therefore does not automatically exclude the right of withdrawal. Other traders may make a return only with the individual consent of LIGHTBAY.

2. Time limit for withdrawal

The time limit is 14 days from the taking of possession of the Goods by the Customer or a person indicated by them other than the carrier. If a single Order is delivered separately, in batches or in parts, the time limit is counted from receipt of the last Goods, batch or part. To meet the deadline it is sufficient to send the declaration before its expiry.

3. How to make a return?

Send LIGHTBAY a clear declaration of withdrawal – by e-mail to lightbay@lightbay.shop or by post to the LIGHTBAY address. You may use the form in Annex 1, but this is not mandatory.
Wait for confirmation of the notification and logistics instructions. Lack of confirmation does not deprive you of the right of withdrawal if the declaration was effectively sent within the time limit.
No later than within 14 days of submitting the declaration, return the appropriately secured Goods to the address: Janex Sp. z o.o., ul. Przemysłowa 11a, 75-216 Koszalin.
Do not send the parcel cash on delivery. Keep proof of posting until the return is completed.

4. Cost of return and refund of payment

The direct cost of returning the Goods is borne by the Customer.

LIGHTBAY refunds all payments received that are covered by the withdrawal, including the cost of the cheapest standard delivery offered for the given Order, only in the case of return of the entire order. If the Customer chose a more expensive delivery method, the difference is not refundable.

The refund of payment will take place without delay, no later than within 14 days of receipt of the declaration. LIGHTBAY may withhold the refund until it receives the Goods or proof of their return, whichever occurs earlier. The refund is made using the same method of payment, unless the Customer expressly agrees to a different method, without additional costs.

5. Condition of the returned goods

In accordance with the Act: “the goods should be returned in an unchanged condition, unless the change was necessary within the limits of ordinary management”. Please do not return damaged or defective goods; these must be reported to the complaints department under the guarantee or under the warranty (more in the Complaints section).

6. When is a return without stating a reason not available?

The right of withdrawal does not apply in the cases specified in Article 38 of the Consumer Rights Act, in particular with regard to non-prefabricated goods made to the Customer’s specification or serving to satisfy their individualised needs.

Important: Simply ordering a standard lamp, dropshipping dispatch, the Goods not being in the LIGHTBAY warehouse or a particular brand does not automatically exclude the right of return. Exclusion must result from genuine individualisation of the product and must be indicated to the Customer before purchase.

B. Complaints – defective goods or goods not in conformity with the contract

Complaint versus return: A complaint concerns Goods that are defective, damaged, incomplete or not in conformity with the description. It is not an ordinary return without stating a reason. The costs of a justified complaints procedure are borne by LIGHTBAY.

1. When may a complaint be submitted?

A complaint may be submitted in particular when the Goods:

are damaged, defective or do not function correctly;
are incomplete, have missing elements or the incorrect number of items has been delivered;
do not correspond to the description, model, colour, dimensions or other agreed characteristics;
are not suitable for the agreed purpose or do not have the characteristics that can reasonably be expected of Goods of that kind;
are a different product from the one ordered or items from the Order are missing from the parcel.

LIGHTBAY as the seller is liable to the Consumer and the trader with consumer rights for the conformity of the Goods with the contract on the principles of the Consumer Rights Act. Choosing the manufacturer’s guarantee procedure is voluntary and does not limit the statutory rights against LIGHTBAY.

2. How to submit a complaint?

Send the notification to reklamacje@lightbay.shop or by post to the LIGHTBAY address. A complaint may be submitted in any form that allows its content to be established.
Provide, if possible, first name and surname, Order number, name of the Goods, date the problem was discovered, description of the non-conformity and the expected solution. Attach photographs or a video if they may facilitate assessment. The form in Annex 2 is auxiliary and not mandatory.
Do not return the Goods yourself before receiving instructions. After analysis LIGHTBAY will provide a label, order a courier or confirm shipment to the Janex address. Cash-on-delivery parcels are not accepted.

3. Transport of the goods under complaint

The Consumer makes the Goods subject to repair or replacement available. LIGHTBAY collects them at its own expense and bears the costs of repair or replacement, including transport, materials and labour. For pallet or oversized shipments the Customer should agree a date, secure the Goods and enable their collection in the manner indicated by the carrier.

In the event of transport damage we recommend taking photographs of the packaging and the Goods and, where possible, drawing up a damage report with the courier. Lack of a report does not deprive the Consumer of rights, but may make it more difficult to establish the course of events.

4. Customer’s rights

The Consumer may demand repair or replacement of the Goods. LIGHTBAY may propose the other of these solutions when the one chosen is impossible or would involve excessive costs. Repair or replacement should take place within a reasonable time, without excessive inconvenience and without costs for the Consumer.

A price reduction or, in the case of a significant non-conformity, withdrawal from the contract may be demanded in the cases provided for by the Act, in particular when LIGHTBAY has refused repair or replacement, has not brought the Goods into conformity, the non-conformity still exists or is so significant that it justifies immediate exercise of these rights.

5. Response time limit

LIGHTBAY responds to a Consumer’s complaint within 14 days of its receipt. Failure to respond within this time limit means acceptance of the complaint. The time limit for actual repair or replacement depends on the type of Goods and the circumstances, but action must take place within a reasonable time and without excessive inconvenience.

C. Quick comparison of procedures

Issue	Return without reason	Complaint
Reason	not required	defect or non-conformity of the Goods
Time limit for notification	14 days from receipt	in accordance with the seller’s statutory liability
Cost of return shipment	as a rule the Customer	LIGHTBAY
First contact with	LIGHTBAY	LIGHTBAY
Logistics address	Janex, Koszalin	Janex after receiving instructions
Cash-on-delivery parcel	no	no

Annex 1 – model withdrawal form

(Complete and return only if you wish to withdraw from the contract.)

Addressee: LIGHTBAY Artur Marek, ul. Nad Źródłem 6, 30-298 Kraków

E-mail: lightbay@lightbay.shop

I/We(*) hereby give notice that I/We(*) withdraw from my/our(*) contract of sale of the following Goods:

…………………………………………………………………………………………………………….

Order number: …………………………………………………………………………………

Date of conclusion of the contract / receipt of the Goods(*): …………………………………………………….

Name and surname: ………………………………………………………………………………………

Address: ……………………………………………………………………………………………………..

Date: ……………………………………. Signature (paper form only): ……………………………

(*) Delete as appropriate.

Annex 2 – complaint form

Name and surname / company and contact details: ………………………………………………………………

Order number, date of purchase and name of the Goods: ………………………………………………..

Description of the non-conformity or damage: