Returning goods — withdrawal from the contract
If you are buying as a consumer or as a natural person for whom the purchase is not of a professional nature, you have 14 days to withdraw from the contract. You do not have to give a reason. The period runs from the day you receive the goods.
How to do it
- Send a statement of withdrawal to kontakt@sonto.pl or by post to: SONTO Sp. z o.o., ul. Bagienna 36c, 70-772 Szczecin, Poland.
- Give your order number and the bank account number for the refund.
- Send the goods back. Contact us first — for oversized goods we will agree how they are to be collected.
Sending the statement before the deadline expires is enough to meet it.
Refund
We return the payment within 14 days of receiving your statement. We may withhold the refund until we receive the goods back or until you provide proof that you have sent them.
Cost of return
The cost of sending the goods back is borne by the Customer. Our range consists of oversized goods — fencing, barriers, posts. You cannot send them back as an ordinary postal parcel, and the cost of freight transport may be considerable. Write to us before you send anything back and we will help you find the cheapest option.
When there is no right of return
- When you buy as an entrepreneur and the purchase is of a professional nature.
- When the goods were made to your order, to your specification or to meet your individualised needs.
Complaint
If the goods are defective, file a complaint.
How to report it
- Write to kontakt@sonto.pl or call +48 509 810 910.
- Give your order number and describe the defect.
- Attach photographs of the goods complained about. They speed the matter up.
- Give us a telephone number we can reach you on.
Deadlines
We respond to a complaint without delay and no later than within 14 days of its submission.
Liability under the statutory warranty towards consumers and entrepreneurs with consumer rights lasts two years from the release of the goods. In contracts with entrepreneurs the statutory warranty is excluded (§10(5) of the Terms and conditions).
Damage in transit
Check the consignment on delivery. If you see damage:
- You may refuse to accept the consignment.
- Draw up a damage report with the courier.
- Notify us the same day.
Legal basis
The full wording of these rules is in the Terms and conditions — §9 (withdrawal from the contract) and §10 (complaints and guarantee). As a consumer you may also use out-of-court dispute resolution, including the ODR platform: https://ec.europa.eu/consumers/odr.
This page is a translation of a document drawn up in Polish. In the event of any discrepancy between this translation and the Polish version, the Polish version prevails.