Returns and Claims

Return Policy

1. The Consumer, who entered into a distance contract or an off-premises contract has 14 days to return an item without giving a reason and without incurring the costs except the cost defined in Article 33, Article 34(2) and Article 35 of the Act of 30 May 2014 on customer rights (Dz.U.[Journal of Laws] of 2017 No. 683). Consumer may return an item, providing a written statement of withdrawal from the contract.
2. To comply with the 14-days deadline is enough to send a statement before its expiry.
3. The time limit of withdrawal starts:
   
   1. in case of a contract where the entrepreneur gives an item and undertakes to transfer its ownership - from the moment the Customer acquired, or a third party other than the carrier, physical possession of the good, and in the case of contract:
      
      • relating to multiple delivery, which is send separately, in lots or pieces
      • from the moment the Customer acquired physical possession of the last good, lot or piece,
      • for regular delivery of goods during a defined period of time – from the moment the Customer acquired physical possession of the first good.
   2. for other contracts – from the day of concluding the contract.
4. The Consumer should return the product immediately to the vendor, however, not later than 14 days from the moment of withdrawal from the contract.
5. All return shipping costs are paid by the customer. "GENOSCOPE" sp. z o.o. sp. k. does not return additional shipping cost, that means other than the least expensive type of shipping offered by "GENOSCOPE" sp. z o.o. sp. k.
6. Where a consumer exercises the right of withdrawal after having made a request in accordance with Article 15(3) and Article 21(2) of the above-mentioned of 30 May 2014 on customer rights (Dz.U.[Journal of Laws] of 2017 No. 683), the consumer shall pay to the trader an amount which is in proportion to what has been provided until the time the consumer has informed the trader of the exercise of the right of withdrawal.
7. Right of withdrawal from a distance or an off- premises contract does not apply to Consumer in situations defined in Article 38 of Act of 30 May 2014 on customer right, which are as follows:
   
   1. service contracts after the service has been fully performed if the performance has begun with the consumer’s prior express consent, and with the acknowledgement that he will lose his right of withdrawal once the contract has been fully performed by the trader.
   2. the supply of goods made to the consumer’s specifications or clearly personalized
   3. the supply of goods which are liable to deteriorate or expire rapidly
   4. the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
8. "GENOSCOPE" sp. z o.o. sp. k. does not use goods return policy.

Claim procedure

1. If the product is faulty, "GENOSCOPE" sp. z o.o. sp. k. covers the costs of returns. The faulty product is verified by the Complaints Department. It verifies whether the fault existed at the moment of its release
2. Transport of the products under guarantee is unconditional.
3. Data on the label should have “REKLAMACJA” annotation.
4. The product should have original packaging enabling proper protection during transport to technical service It is admissible to use a replacement packaging, however, it must guarantee proper protection during transport.
5. The product should be sent with all elements which have an impact on its functionality or are the cause of its fault or the cause of non-compliance with the contract. It is advisable to include more detailed information about the fault of the product. Additionally, the Customer has to specify his guarantee expectations and their legal footing.
6. The faulty product must be sent back with a proof of concluded contract (e.g. copy of sales document). In case of lack of these documents, "GENOSCOPE" sp. z o.o. sp. k. considers the complaint, if the sale is confirmed by "GENOSCOPE" sp. z o.o. sp. k.
7. Way of delivering the faulty product - free shipment, Customer should use forwarding firm GLS (Poland) services. "GENOSCOPE" sp. z o.o. sp. k. does not return additional shipping cost, that means other than the least expensive type of shipping offered by "GENOSCOPE" sp. z o.o. sp. k.
8. If the product isn’t collected after the claim procedure has finished, "GENOSCOPE" sp. z o.o. sp. k. has the right to charge the Customer for non-contractual storage.
9. Complaints Department address to file complaints: “GENOSCOPE” Sp. z o.o. Sp. k. ul. Ostrobramska 101, 04-041 Warszawa, Polska
10. Complaints Department contact: [email protected], tel.+48 792 030 333

Right and effects of withdrawal

1. Customer has the right to withdraw from this contract within 14 days without giving any reason.
2. The withdrawal period will expire after 14 days from the day on which Customer acquires, or a third party other than the carrier and indicated by Customer acquires, physical possession of the goods.
3. To exercise the right of withdrawal, Customer must inform “GENOSCOPE” Sp. z o.o. Sp. k. ul. Ostrobramska 101, 04-041 Warszawa, Polska of his decision to withdraw from this contract by an unequivocal statement.
4. To meet the withdrawal deadline, it is sufficient for Customer to send his communication concerning his exercise of the right of withdrawal before the withdrawal period has expired.
5. If Customer withdraw from this contract, “GENOSCOPE” Sp. z o.o. Sp. k. shall reimburse to Customer all payments received from him, including the costs of delivery (with the exception of the supplementary costs resulting from his choice of a type of delivery other than the least expensive type of standard delivery offered by “GENOSCOPE” Sp. z o.o. Sp. k.), without undue delay and in any event not later than 14 days from the day on which “GENOSCOPE” Sp. z o.o. Sp. k. are informed about Customer’s decision to withdraw from this contract.
6. “GENOSCOPE” Sp. z o.o. Sp. k. will carry out such reimbursement using the same means of payment as Customer used for the initial transaction, unless Customer has expressly agreed otherwise; in any event, Customer will not incur any fees as a result of such reimbursement.
7. “GENOSCOPE” Sp. z o.o. Sp. k. may withhold reimbursement until has received the goods back or Customer has supplied evidence of having sent back the goods, whichever is the earliest.
8. Customer is 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.