Complaints

Complaints

 

Product complaint

If you are not satisfied with a product purchased on our online store or if it is defective, please contact us in the following way:

Send us information with the order number or your username and a description of the complaint by email to info@saatsaat.shop, by phone at 078 503 277, or via social networks.

Based on the description of your complaint we will reply with information on:

- whether the product can be exchanged for a new one

- whether the product can be returned

- whether a different solution to the problem can be found

In a case where the product can be exchanged for a new one and where a refund can be issued, we send a courier service to your address to collect the disputed product and return it to our warehouse. When the product arrives back, we send you a notice of the refund or send a new replacement product.
Return or replacement with a new product will be carried out within 15 days; otherwise, contact us by phone or email.
 

Complaint about transport damage

It is important to report any damage during transport that is visible on the product packaging when delivered by the courier. The buyer is required to report any damage during transport within 24 hours of receiving the order.

If you notice damage, do not sign for receipt of the shipment and ask the courier to wait until you check whether the damage to the packaging caused damage to the product itself or any missing parts.
If the product is undamaged and all parts are accounted for, sign the receipt for the shipment.

Complaint about an incorrect shipment or incorrect products

If you have received the shipment and after opening the box you have determined that the delivered goods do not match what was ordered or the information on the invoice is incorrect, please call us at 078 503 277 within 24 hours at the latest from the moment of receiving the shipment, or send an email with your details (name, surname, phone) to info@saatsaat.shop describing the issue.
We will respond to you electronically (email) as soon as possible, confirming receipt of the complaint and informing you of further action.
The deadline to respond to a representation is 8 days, and to resolve an objection 15 days from the moment of reporting.